Agency Responsibility and Moving Rules

Agency Responsibility and Moving Rules

At Moja Selidba, we believe that good organization is based on clear agreements. That is why we explain in advance how we schedule appointments, calculate packing and additional services, protect belongings and surrounding areas, and handle any complaints. A fundamental and mandatory condition for accepting and executing a move is the continuous presence of the client or their authorized adult representative at both the loading and unloading addresses throughout the entire duration of work at each location. We do not accept handing over keys or the independent presence of our team in the premises without a responsible client representative. These rules are designed to protect both the client and the agency, in compliance with the applicable regulations of the Republic of Serbia.

1. Scheduling and Flexible Arrival Times

When scheduling, we usually agree on a time window of several hours rather than an exact minute of arrival. Previous moves may take longer due to waiting for clients, additional items added later, difficult access to properties, or other unforeseen circumstances. Arrival times are also affected by traffic congestion, delays, and finding suitable parking for the moving truck.

Throughout the day, we maintain communication with clients, inform them about schedule changes, and announce our arrival. A flexible time slot is not an unlimited right to postpone the service: we strive to respect the agreed time frame and promptly notify the client of justified deviations. If arrival at an exact time is necessary, this must be specifically emphasized when scheduling. The client is obliged to ensure that a responsible person is present at the address ready to receive the team within the agreed time frame; simply leaving keys is not acceptable.

2. Accurate Information and Agreed Scope of the Move

The client should report in advance the type and quantity of items, floors, elevators, access conditions, parking distance, need for disassembly, and other circumstances affecting the work. We prepare the offer and schedule based on the provided information. When scheduling, the client confirms who will be the responsible person present at loading and unloading; these can be different authorized adults, but no phase of work may be performed without a responsible person at the respective address.

If unreported items, additional work, or significantly different conditions arise on site, the agency may propose changes to the scope, duration, and price of the service. Any additional chargeable service must be communicated and agreed upon before execution. Tasks outside the original agreement are not automatically included in the price.

Mandatory Condition: Responsible Person Present Throughout Loading and Unloading

Moja Selidba does not accept or start a move if the client or their authorized adult representative is not physically present at the loading and unloading addresses for the entire time work is being performed at those locations. This is a mandatory service condition, not a recommendation. It is not necessary for the same person to be at both addresses, but a responsible person must be present at each location who can give instructions and confirm agreements.

We do not accept handing over keys, leaving workers alone in an apartment, house, office, or other premises, nor an arrangement for the team to independently unlock, perform the work, and lock the premises. The client or their representative must be available and present throughout the entire loading or unloading process, not just at the team's arrival or departure. The presence of a responsible person is necessary to direct the work, confirm the items being moved, protect private property, resolve unforeseen situations, conduct final inspections, accept the completed service, and receive the invoice.

The client is obliged to organize the presence of a responsible person at both addresses in advance and ensure their continuous presence during the work. If the responsible person must leave the premises, work is temporarily suspended until their return or the arrival of another authorized adult. If presence is not ensured upon the team's arrival, the agency may postpone the start of work; if the condition is not met, it may refuse to start or continue the service, acting in accordance with already assumed obligations and the law. Any schedule changes or additional services must be agreed upon in advance, without automatic charges for unauthorized costs.

The responsible person does not need to physically accompany every worker at all times but must be continuously present in the building or immediately adjacent to the work site and available for instructions, inspections, and handovers.

3. Material Liability for Belongings

Moja Selidba issues an invoice for the provided service and is directly responsible for damage proven to have been caused by our workers during the agreed packing, carrying, loading, transport, unloading, disassembly, or assembly. Liability is not conditioned on a special insurance policy or involvement of an insurance company.

Reporting damage alone does not prove its cause, but the fact that damage was not noticed immediately does not exclude the agency's responsibility. Each case is considered based on available evidence, circumstances, and legal regulations.

4. Existing Damage and Pre-Work Photography

The presence of a responsible person at loading is mandatory for jointly identifying and documenting existing damage. The client must point out any existing scratches, dents, cracks, broken parts, unstable joints, and other known defects of items and premises before the move begins. Otherwise, damage cannot be easily and transparently proven. Our workers may photograph the condition to distinguish existing damage from any new damage.

Photographs serve as proof of prior condition, not as a way to avoid responsibility. If prior damage is not photographed, this does not automatically imply the agency admits causing it. If new damage or worsening of existing damage is found during our work, liability is determined according to the law.

5. Responsibility for Walls, Floors, and Surrounding Areas

We pay attention to walls, floors, doors, door frames, staircases, railings, elevators, hallways, entrances, and other surfaces along the carrying route. A responsible person must be present during work in shared and other accessible areas to point out existing damages. The client must notify us of any existing damages and particularly sensitive surfaces, and the condition may be photographed if necessary.

The agency is liable under the law for new damages to the surrounding area caused by the actions of our workers. Previously existing damages are not attributed to the agency simply because they were noticed after the move.

6. Boxes: Provision, Prices, and Weight Limitations

We provide standard boxes measuring 60 × 40 × 40 cm free of charge for the box itself, either on the moving day or, depending on agreement and possibilities, a few days earlier. The pricing difference depends on who packs the contents:

• Approximately 350 RSD per box: the client packs, and the agency handles loading, transport, and unloading.
• Approximately 450 RSD per box: the agency handles packing, loading, transport, and unloading.

These prices apply when confirmed in the offer or agreement with the client. The same pricing rule applies to comparable boxes provided by the client. The maximum weight of one box is 25 kg. A box reaching this weight counts as a full billing unit, even if not filled to the top.

If the client packs more than 25 kg, unloading and repacking of the excess into a new, additionally charged box is arranged before loading. Alternative billing for overweight units is possible only with prior agreement and assessment by workers that handling is safe. The agency may refuse unsafe handling until packing is adjusted. When our workers pack, they observe the weight limit.

7. Bags, Sacks, Suitcases, and Smaller Packing Units

For large bags, sacks, and suitcases with an approximate volume of 120 liters, the same billing applies as for a standard unit: 350 RSD when packed by the client, or 450 RSD when packed by the agency, according to the confirmed agreement. The 25 kg weight limit also applies to them.

Multiple smaller boxes or bags that together approximately equal one standard billing unit can be charged as one unit. Large bags and sacks are provided by the client, while the agency supplies standard boxes and adhesive tape when packing themselves.

8. Responsibility for Packing Done by the Client

When the client packs independently, they must provide appropriate packaging, stable content arrangement, and internal protection, especially for glass, ceramics, and other fragile items. The agency is not responsible for damage solely caused by inadequate client packing if our actions did not contribute to the damage.

We may report observed unsafe packing to the client and suggest additional protection or repacking. Improper client packing does not exempt the agency from responsibility for its own improper handling.

9. Electronics and White Goods

Before the move, we do not perform technical functionality checks on televisions, computers, refrigerators, washing machines, or other devices. We record their external condition if necessary. The client should report known defects and prepare devices according to the manufacturer's instructions unless specific preparation is contractually agreed upon.

The agency is not responsible for pre-existing defects or malfunctions not caused by our work. If physical damage or internal malfunction caused by improper handling or transport for which we are responsible is established, damage compensation rules apply. The mere occurrence of a malfunction after the move does not automatically determine its cause, and the absence of prior technical inspection does not exclude the agency's legal liability.

10. Furniture Disassembly and Assembly

Disassembly and assembly are performed when agreed upon. The client should report worn particleboard, weakened joints, previous repairs, and other known structural damages. Some furniture pieces are not designed for multiple disassemblies and may require special care.

The agency is not liable for damages that are solely the result of prior wear and tear or construction defects, without the contribution of our workers. When an increased risk is detected, we strive to warn the client before continuing work. The agency is liable for damage caused by improper disassembly or assembly in accordance with the law.

11. Valuable, Sensitive, and Particularly Demanding Items

Artworks, antiques, musical instruments, professional equipment, and other particularly valuable, heavy, or sensitive items must be reported in advance. This allows us to assess the necessary protection, equipment, personnel, and transport conditions.

The client is obliged to report items of high individual or total material value before scheduling the move and forming the final offer, including artworks, paintings, antiques, collectibles, expensive musical instruments, professional equipment, valuable electronics, and other items requiring special protection and handling. Their value affects risk assessment, choice of protective materials, required personnel and equipment, transport method, and service price. The price of a standard move does not automatically include the transport of unreported exceptionally valuable property, regardless of the number, dimensions, or weight of the items.

If the agency only learns of such unreported items upon arrival at the address, it reserves the right to reassess transport conditions before taking them over and propose a new price and special protective measures. The client may accept or reject the new offer, and the agency may refuse to take over those items until a special agreement is reached and appropriate conditions are provided, respecting previously assumed obligations and applicable regulations. The new price will not be charged without the client's prior consent.

The client is obliged to report particularly valuable and sensitive items in advance and must not intentionally conceal them among other belongings, in boxes, bags, furniture, or other packages. Cash, jewelry, personal documents, and easily portable valuables should be separated and transported personally by the client, unless their pickup is explicitly and specially agreed upon with the agency.

If the client conceals the existence or special nature of such an item among other belongings, they bear the consequences arising precisely from non-reporting, concealment, or improper packing, to the extent that it caused the damage. The agency cannot take special protective measures for items it was not informed about regarding their existence and characteristics.

Cash, jewelry, valuables, documents, and other valuable items not included in the contracted move must be removed and secured before our workers arrive. The mandatory presence of a responsible person does not mean that workers assume custody or supervision of such items. The client must remove them from the premises where work is performed or place them in a safe location inaccessible to the team during the move. Such items should not be left on tables, shelves, open drawers, or other easily accessible places in the area where workers move.

The agency does not assume the obligation to inventory, guard, or supervise cash and valuables not handed over as part of the contracted service. The client bears the risk arising from not having previously removed or secured them, to the extent that it caused any loss or damage.

If safe conditions are not provided for an unreported item, we may propose special arrangements or refuse to take it over until conditions are met.

12. Parking, Access to the Property, and Carrying Conditions

The client must ensure access to the property in the presence of a responsible person; handing over keys to the team alone is not an accepted method of organization. The client should provide information in advance about floors, elevators, narrow passages, access restrictions, and the distance from parking to the entrance. If actual conditions differ significantly from those reported, more time or a different organization may be required. Any additional costs will be communicated and agreed upon in advance.

The agency is responsible for complying with traffic regulations and operating its vehicles. In case of unsafe working conditions, workers may refuse individual risky tasks until appropriate conditions are ensured, while respecting other agreed obligations.

13. Changes in Scope of Work and Additional Costs

Unreported items, additional packing, longer carrying, extra disassembly, waiting, and other subsequently requested services may affect the price and duration of the move. Additional requests and any changes on-site must be confirmed by the client's responsible person present. Additional services are not charged automatically: before execution, we inform the client about the price or billing method and seek their consent.

14. Cancellation and Rescheduling

We do not charge a fee for canceling a scheduled move. We kindly ask clients to notify us as early as possible about cancellations or the need to reschedule so we can adjust the schedule of teams and vehicles. A new date is arranged based on availability.

15. Mandatory Presence, Work Acceptance, and Final Inspection

The presence of the client or an authorized adult representative is mandatory throughout the entire loading process at the departure address and the entire unloading process at the destination address. Workers are not left alone in the premises and do not take keys for independent execution of the move. The responsible person monitors the execution of agreed tasks, provides necessary instructions, and ensures that any ambiguities are clarified immediately.

Before the team leaves each address, the responsible person must conduct a reasonable inspection of accessible parts of the premises, and at the destination, also of the received items while the workers are still present. The inspection includes visible physical damage to furniture, boxes, devices, walls, floors, doors, and other accessible surfaces involved in the work, as well as a reasonable check of the presence of received transport units and larger individual items. Any remarks should be immediately shown to the responsible worker so the condition can be jointly verified and, if necessary, photographed.

The responsible person present at the destination receives the completed service, participates in the final inspection, and takes the invoice, or confirms the agreed method of its delivery. If the client cannot be present personally, they must arrange in advance for an authorized representative to provide instructions, conduct the inspection, receive the service, and take the invoice. The absence of the responsible person is not an acceptable reason for the team to continue work without client supervision.

If the responsible person refuses to conduct the inspection or fails to point out visible irregularities while the team is present, this may be considered later when determining the circumstances and causes of the reported damage. Subsequent claims, especially after a long period, do not by themselves constitute proof of the agency's liability. This rule does not waive legal rights to file complaints, including hidden damages that could not have been detected by a reasonable final inspection.

16. Loss, shortage, and handover of items without an individual inventory list

The agency does not prepare an individual inventory list of all items and box contents, neither during the move nor when taking items into storage. A single closed box may contain numerous items whose contents are not visible, regardless of whether the packing was done by the client or the agency. Photos of the vehicle, packages, and premises may document visible conditions and workflow but do not by themselves confirm the contents of each box or provide a complete list of received items.

The client or their authorized adult representative is obliged, upon completion of unloading or when returning items from storage, while the team is present, to conduct a reasonable check of the number and presence of available pieces of furniture, appliances, boxes, bags, and other transport units. If they notice anything missing, they should immediately notify the responsible worker so that the vehicle, loading and unloading areas, available photos, and other circumstances can be checked. For closed packages whose individual contents cannot be reliably verified on site, the client should promptly report any specifically identified shortage with available evidence.

A subsequent claim that an item is missing, by itself, is not proof that the item was handed over to the agency or lost during our service. This is especially important when the shortage is reported for the first time after several days, weeks, or months, and there is no inventory list, photo, receipt, or other reliable proof of handover and circumstances of loss. Each claim is considered based on available evidence, statements, and circumstances, without automatic acceptance or rejection solely due to the date of the report.

Cash, jewelry, documents, and easily portable valuables are not part of the standard items received: the client must separate them beforehand, carry them personally, or secure them in a place inaccessible to the team, in accordance with Article 11, unless explicitly agreed otherwise. Leaving them in the premises or hiding them in other packages does not by itself prove that they were handed over to the agency for safekeeping or transport.

If it is determined that the agency is responsible for the loss or shortage of received items, legal rules on compensation apply. If an agreement cannot be reached, both parties may use legally prescribed means to protect their rights and contact competent authorities or courts. These rules do not exclude the client's legal rights or liability for proven unlawful conduct.

17. Reporting damage, shortages, and complaints

Visible damage and noticeable shortages must be reported by the responsible person immediately during the mandatory final inspection at the appropriate address, while the team is still present, and no later than the same day via one of the available channels: email at office@mojaselidba.com, phone at 064 90 5 90 90, or through the contact page. It is advisable to support the report with photos, a description of the problem, the date of the move or return from storage, and details about the damaged or missing item. We recommend that the client confirm any verbal report to the worker in writing for clear documentation.

The mandatory presence of the responsible person allows every complaint to be verified on site before the team leaves. Reporting on the day of the move enables the condition to be checked while circumstances are fresh and any damage to be documented before further use or movement of items. If the client reports visible damage for the first time significantly later, especially after several days, weeks, or months, the agency will consider the absence of timely reporting and proof that the damage occurred during our service when assessing the claim's validity. Late reporting alone does not prove the agency's liability.

The same-day reporting deadline is our organizational rule for timely recording of visible damages. Hidden damages and shortages of contents in closed packages that could not be detected by a reasonable final inspection should be reported without undue delay upon discovery, with available evidence.

We accept, record, and resolve complaints within legally prescribed deadlines. In consideration, we take into account photos, prior condition, moving circumstances, statements of participants, and other relevant evidence. Expert opinions may be obtained if necessary. Filing a complaint does not automatically establish liability, but every report is reviewed.

18. Repair and compensation for established damage

When the agency's responsibility for damage, loss, or shortage of items is established, we agree with the client or their authorized representative on an appropriate resolution: professional repair, monetary compensation, or another lawful solution. Factors considered include the nature of the damage, actual loss, prior condition of the item, possibility of repair, and other relevant circumstances.

We do not accept arbitrarily determined amounts without verifying the basis and scope of the claim, but we do not limit the client's rights to compensation to which they are entitled by law.

19. Photodocumentation and privacy protection

To document the existing condition and resolve potential disputes, we may photograph relevant items and surfaces before, during, and after the move. Photography is limited to what is necessary for these purposes. Photos are not used for public promotion without appropriate legal basis and are stored in accordance with data protection regulations.

More information about data processing can be found on the Privacy Policy page.

20. Mutual obligations and safety

The agency commits to performing the contracted services diligently and professionally. We require the continuous presence of a responsible person from the client during loading and unloading, without handing over keys or leaving the team alone in the premises. We also expect accurate information, reporting of known damages and risks, proper preparation of items when self-packing, and cooperation throughout the process. We do not transport items whose transport poses an unauthorized or immediate safety risk until lawful and safe conditions are ensured.

21. Special Rules for Receiving Items into Storage

The storage service is intended for keeping appropriately prepared, clean, dry, and safe items. Our warehouse serves as a storage space, not a place for cleaning, disinfection, pest control, remediation, or disposal of unhygienic items. Regardless of whether items are stored in a separate or shared part of the warehouse, the same mandatory hygiene and safety rules apply.

We do not accept dirty, neglected, damp, moldy, or items contaminated with unpleasant odors, nor items with the presence or justified suspicion of bedbugs, fleas, lice, cockroaches, moths, woodworms, worms, larvae, other insects, rodents, or their traces. We also do not accept items contaminated with feces, urine, rot, waste, biological material, or other sources of unhygienic conditions and unpleasant odors. This especially applies to mattresses, upholstered furniture, carpets, textiles, clothing, and items from basements or spaces with infestation.

The client is obliged to check the condition of items before delivery and report in advance any known or suspected issues with hygiene, moisture, odors, or pests. Concealing such conditions or packing contaminated items in closed boxes, bags, or foil does not make them acceptable for storage. Acceptance into the warehouse is done without an individual inventory of box contents, with possible photo documentation of visible transport units. Upon return of items, the final inspection and shortage reporting rules from Article 16 apply. The agency may inspect the external condition of items and refuse acceptance or require prior cleaning, drying, and appropriate professional treatment, with proof of treatment when justified.

We do not accept food and beverages, pet food, flammable and explosive materials, fuel, hazardous chemicals, paints and varnishes, or other items that endanger people, the premises, or third-party property into storage. More detailed information is available in our guide 10 Things You Must Not Store.

If an unacceptable condition is found during pickup or before entering the warehouse, the agency may refuse to accept such items. If the problem is discovered later, the client will be notified and may be required to organize cleaning or professional treatment at their own expense within a reasonable time, along with measures necessary to prevent contamination spread. Urgent and necessary protective measures are taken in accordance with the law and the specific risk.

The client is liable for proven damage and reasonable, necessary costs arising from the delivery of unreported contaminated or prohibited items, provided legal conditions are met. The agency does not assume responsibility for pre-existing contamination or damage it did not cause. These rules do not exclude the agency's liability for damage caused by its own actions.

22. Final Provisions

These rules explain the usual organization and provision of services by the agency Moja Selidba. The mandatory presence of a responsible person at both addresses throughout the entire work is a basic condition for accepting and performing the service. Special agreements confirmed during scheduling may further specify the scope, conditions, and price of a particular move but do not imply the possibility of leaving workers alone in the premises. No provision excludes or limits the rights to which the client is entitled under the mandatory regulations of the Republic of Serbia.

For additional questions, you can write to us at office@mojaselidba.com or visit the contact page.

Last updated: November 3, 2026.