To ensure a smooth, efficient, and professional restoration process, we ask all clients to review and acknowledge the following policies:
POST-DELIVERY CLAIMS DEADLINE, LIABILITY LIMITATION & CLAIM PROCESS POLICY
45-Day Claim Deadline
We require that any concerns regarding missing, damaged, incomplete, or improperly returned items be reported within 45 calendar days from the date of pack-back or delivery.
The CLIENT (Insured) acknowledges and agrees that any and all claims regarding missing, damaged, incomplete, or improperly returned items must be reported to COMPANY within forty-five (45) calendar days from the date of Pack-Back/Delivery.
- Claims submitted after 45 days will NOT be accepted, processed, or investigated by COMPANY.
- This includes claims for textiles, contents, furniture, electronics, and all other property restored or returned.
Claim Submission Requirements
To initiate a claim within the 45 calendar days deadline, the insured/customer must submit a formal written request by email to: [email protected]
The email must include clear, complete, and detailed information describing the nature of the claim and the items involved.
Important Conditions
- Claims submitted by telephone, voicemail, text message, or in person will not be accepted.
- Claims sent to any email address other than [email protected] will not be accepted.
- Claims submitted after the 45-calendar-day deadline will be automatically denied, with no exceptions.
Liability After 45 Days
Any claim reported after 45 calendar days is automatically excluded from review.
After 45 calendar days, COMPANY cannot be held responsible or liable for any alleged loss or damage because:
- Items may have been moved, stored elsewhere, or handled by parties outside of COMPANY’s control,
- Environmental conditions may change (temperature, humidity, pests, water, mold, etc.),
- There is no verifiable chain of custody once the CLIENT has possession,
- COMPANY cannot determine whether damage occurred in CLIENT’S home, during moving, storage, third-party handling, or through general wear and tear.
- The CLIENT may contact their insurance carrier directly and request that the item be added to their Non-restorable (NR) list at the carrier’s discretion.
- COMPANY has no responsibility to investigate or resolve claims submitted after the deadline.
Claims Made Within 45 Days
When a customer submits a claim within 45 calendar days after delivery, the following procedure will apply:
A. Claim Validation
- The Customer Service Department will verify the date of delivery and confirm that the claim was submitted within the 45-day requirement.
- If valid, the customer will receive written acknowledgment that the claim has been accepted for investigation.
- To proceed with the investigation, the customer must provide supporting evidence, including but not limited to:
- Photographs or videos of the alleged damage
- Purchase receipts, proof of ownership, or replacement cost estimates
- Information about the item’s age, usage, and pre-loss condition
C. Internal Investigation by the Company
The Customer Service Department will conduct a formal investigation using internal records, which may include:
- Pack-out photographs and Videos
- Inventory records
- Claim Notes
- High Value Form
- Storage and handling logs
- Testimonies from the Project Manager and responding team members
- Any relevant service notes from transport or delivery
- Physical inspection of the item(s)
D. Response Time Requirement to Keep Claims Active - Abandonment of the claim
To ensure an efficient investigation and timely resolution, the insured/client must respond to all requests for information or documentation related to a claim within 21 calendar days from the date such request is made.
If the client/insured does not provide the requested information within 15 calendar days, the claim will be considered closed, and no future claim will be accepted for the same cause or for the same items. Extensions may be granted only if requested in writing before the deadline, at the sole discretion of the COMPANY.
E. Determination & Resolution
The determination of liability or negligence will be based on:
- Policies and limitations of Lyons Restores by Arrow
- International insurance standards
It will be determined whether the cause of the loss or damage to the items is negligence /responsibility of the COMPANY.
If COMPANY negligence is confirmed, resolution may include
- Repair
- Regular Items - Replacement cost will be calculated after applying depreciation
- Undeclared high-value items - Replacement cost - Max of $1,000.00.
- Replacement cost will be determined according to:
- Actual Cash Value (ACV)
- Depreciation based on age, material, useful life, and pre-loss condition
- International insurance standards
If evidence does not support COMPANY negligence:
The claim may be denied, or advise the client to request their insurance company to add the item to their NR (Non-restorable) list.
F. Timeframe for Resolution
Processing time will depend on:
- The number of items involved
- The customer’s ability to provide the required documentation
- Complexity of the investigation
- The COMPANY will make reasonable efforts to resolve valid claims efficiently.
Submission of a claim does not guarantee a specific outcome.
Client Acknowledgment
By signing the Work Authorization, the CLIENT acknowledges and fully accepts this policy and its liability limitations.
Policy 1.0 Lyons Restores by Arrow 2025