Terms and Conditions

These Terms and Conditions form part of the contract for moving, delivery, packing, storage, and related services provided by A-Z Moving & Delivery Services (the “Company”). By booking, authorizing, or accepting services, the customer (the “Customer” or “Client”) agrees to these Terms and Conditions, subject to applicable law.

1. GENERAL TERMS AND AGREEMENT

This shall become a contract for service at the rates stated and will represent the entire agreement of the parties hereto. This shall apply to all additional services provided by the Company for the Customer. Only an officer, owner, or partner of the Company may modify the terms and conditions of this contract, and then only in writing. The Customer is responsible for security during the move. The Company shall not be responsible for expenses involved or caused by delay in arrival or delivery of goods due to unavoidable reasons.

2. ESTIMATES AND FACTORS AFFECTING SERVICE DURATION

2.1 Estimates

Any estimate or quotation provided by the Company is based on information supplied by the Client and the Company’s experience with similar services. An estimate is provided for budgeting purposes and is not a guarantee of the final time or price. The final charges may change based on actual conditions, services performed, and factors affecting the duration or complexity of the move.

2.2 Factors Affecting Service Duration

Service duration may be influenced by various factors, including but not limited to:

• Client preparedness, including whether packing is completed before the move.
• Distance between the truck and the property, and between the unit and the service elevator or loading area.
• The number of stairs involved.
• Availability of legal and safe parking at all locations.
• Availability, capacity, scheduling, and access restrictions of service elevators and/or loading docks.
• Traffic, distance between locations, and delays relating to real estate transactions or closings.
• Adverse weather conditions.
• Overpacked or excessively heavy boxes, including boxes exceeding approximately 50 lbs.
• Other access, safety, building, or site conditions that reasonably affect the work.

3. SPECIFIC LIABILITY EXEMPTIONS

The amount of any loss or damage for which the carrier may be liable shall not exceed $0.60 per pound per article, subject to applicable law and the Released Value Protection provisions below. The Company shall be limited in its liability for the move and specifically shall not be liable for the following:

• Damage to fragile articles that are not packed or unpacked by representatives of the Company, including marble, glass, mirrors, pictures, lamps, and similar items.
• Damage to the mechanical, electronic, or operational functions of radios, stereos, clocks, appliances, musical instruments, computers, software, DVDs, CDs, disks, or similar items, irrespective of who packed or unpacked them.
• Loss of data, file corruption, or recalibration of electronic devices, appliances, instruments, or equipment.
• Deterioration or damage to perishable food, plants, or animals.
• Loss of contents of Customer-packed articles unless the containers were opened for the carrier’s inspection and the articles were listed on the Bill of Lading and receipted for by the carrier.
• Damage to or loss of a complete set or unit when only part of the set is damaged or lost; in such event, liability is limited to repair or recovery of the damaged or lost piece or pieces.
• Damage to goods at a delivery location where the consignee or authorized agent is not in attendance and cannot give a receipt for the goods.
• Equipment, furniture, drawers, cabinets, or other items moved with contents remaining inside.
• Any assemble-yourself, ready-to-assemble, flat-pack, pressed-wood, particleboard, or similar furniture, or furniture held together with dowels, cams, tied joints, or similar fasteners.
• Furniture of a unique or fragile design, including glass-on-glass, glass-on-metal, glass legs, or similar construction.
• Damage caused by liquids, powders, corrosive materials, flammable substances, or other materials belonging to or packed by the Customer.
• Joints or mechanical connection devices; previously repaired defects; materials or fabrics weakened by wear or age; finishes that are wet or soft; live plants; soft tile flooring; or items packed in common plastic bags.
• Internal or mechanical failure of locks, clocks, gears, tools, machinery, musical instruments, or similar mechanical items.
• Creases, wrinkles, or other changes to leather furniture or leather fabric arising from moving or storage.
• Items made of natural stone, including marble, travertine, granite, quartz, and similar materials, due to their inherent susceptibility to chipping, cracking, or scratching. Professional crating is recommended for stone slabs or similarly fragile stone items.
• Documents, jewelry, coins, artwork, prints, furs, money, or other articles of extraordinary value unless specifically disclosed by the Customer and accepted by the Company in writing.
• Damage to items handled, moved, carried, or interfered with by the Customer or the Customer’s representatives during the service.
• Pre-existing damage, structural weakness, scratches, chips, worn areas, prior repairs, or durability issues. Where appropriate, the Company may document pre-existing conditions before handling an item.

4. GENERAL LIABILITY EXEMPTIONS

The Company is not responsible for the contents of drawers, containers, or other items of a similar nature. The Company is not responsible for damage or breakage to items made of pressed wood. Furniture made from pressed wood is easily broken when transported or disassembled. The Company will not disassemble pressed-wood items for shipment except at the Customer’s risk, and the Company will not accept claims for damage to any pressed-wood item or part thereof.

The Company is not liable for damage to lawns or grounds resulting from the Customer’s request that the truck be backed off the roadway, into areas not intended for truck traffic, or across lawns. The Company shall not be liable for loss, damage, or delay caused by an Act of God, public enemy, riots, strikes, inherent vice or defect in the goods, mechanical breakdown, traffic, inadequate lighting, obstructive facilities or walkways, spilled or slippery liquids, oversized furniture in relation to undersized access, the act or default of the consignor, owner, consignee, or Customer, authority of law, quarantine, or other circumstances beyond the Company’s reasonable control. The Company shall not be liable for items alleged to be missing through mysterious disappearance or otherwise, except to the extent liability cannot lawfully be excluded.

5. INSURANCE NOTICE AND RELEASED VALUE PROTECTION

5.1 Insurance Notice

The Customer may obtain additional or adequate insurance through a homeowner’s insurance policy or a third-party insurance provider to protect against loss or damage to goods.

5.2 Released Value Protection

COST – no additional charge. MAXIMUM VALUE – $0.60 per pound per article, subject to applicable law. This basic protection is based on the weight of the item rather than its replacement value. For example, if damage or loss occurs to an item weighing 20 lbs., the maximum amount under this protection would be $0.60 x 20 lbs. = $12.00. Contents of cartons or boxes packed by the Customer are not covered for concealed damage. The maximum aggregate limit under this option shall not exceed the total amount charged for the moving service, except where applicable law requires otherwise.

6. LIEN ACKNOWLEDGMENT BY CLIENT

The Customer confirms and acknowledges that the Company may have a lien on goods and chattels in its possession and may retain such goods until all charges owing to the Company are paid, to the extent permitted by applicable law. Such charges may include travel time, waiting time, unloading into storage, reloading from storage, storage costs, and other charges arising from the moving or storage services. Any lien, retention, notice, sale, or disposition rights shall be exercised only in accordance with applicable Ontario law.

7. CLAIMS

All payments must be paid in full before any claim can be considered, subject to applicable law. The Company shall have the right to inspect and, where appropriate, repair alleged damaged articles before settlement. Valuation provisions declared by the shipper in writing shall be the mover’s maximum liability where legally permitted. Where a lower value than actual value has been represented or agreed to in writing as the released value of the property, such lower value shall be the maximum amount recoverable where permitted by law.

Any claim regarding a damaged or missing item must be submitted to the Company within one (1) week (7 days) after the service is completed. The Customer must retain the damaged item and reasonably preserve it for inspection until the claim has been reviewed or resolved. The Company is not required to consider a claim for an item that has been discarded, repaired, altered, or otherwise made unavailable for inspection before the Company has had a reasonable opportunity to inspect it.

8. PROJECT MINIMUM, BILLING AND BREAKS

8.1 Project Minimum and Billing Increments

A minimum of three (3) hours of labour applies to the work order unless stated otherwise in writing. After the three-hour minimum, the Customer will be billed in 0.5-hour increments at the agreed hourly rate. The rate doubles (x2) after 9:00 PM unless discussed otherwise before the move.

8.2 Billable Time

Billable labour time begins when the crew arrives at the origin/pickup location. Time required for the crew to park the vehicle and bring necessary moving supplies and equipment to the work area is billable. Billable labour time ends when the job is completed at the final destination and the Company’s supplies and equipment have been returned to the moving vehicle.

8.3 Breaks

Movers are allowed to take 15-minute breaks every two (2) hours. Time spent on these breaks is counted toward the total time of the move and charged at the applicable hourly rate. If the move exceeds four (4) hours, the movers are allowed one 30-minute lunch break. The lunch break will not be billed to the Customer.

9. APPLIANCES, PLUMBING, GAS AND ELECTRICAL

The Company is not responsible for the electrical and/or mechanical function of pianos, computers, radios, television sets, phonographs, clocks, refrigerators, washers, dryers, or other instruments or appliances, whether or not Company employees pack or move them. The Company recommends that major appliances be serviced by a qualified service company.

The Company does not disconnect or reconnect appliances, water lines, gas lines, plumbing, wiring, light fixtures, or other electrical components unless expressly agreed in writing and performed by an appropriately qualified person. The Customer is responsible for arranging qualified trades where required.

10. DELIVERY AND DIFFICULT ACCESS

The Company will make every reasonable effort to complete delivery. If goods cannot be delivered in an ordinary way by stairs or elevator, there will be an extra charge for hoisting, lowering, shuffling, or other labour or equipment necessary. The Company will charge its current hourly rate for waiting time caused by insufficient elevator service or other causes beyond its control.

If no authorized person is present to accept goods at the agreed time, or if instructions are incomplete, the Company may handle or deliver the goods at the Customer’s risk and expense using reasonable judgment, subject to applicable law.

The Customer acknowledges that attempting to move large or bulky furniture through difficult or insufficient access creates an increased risk of damage. Where the Customer requests that the Company proceed despite such access limitations, the Customer accepts the risk of damage to walls, ceilings, floors, floor coverings, doorways, and the furniture involved, except to the extent such liability cannot lawfully be excluded.

Goods placed into storage are subject to the applicable storage agreement and applicable warehouse/lien legislation.

11. PARKING, ELEVATORS, DOCK FACILITIES AND CERTIFICATES OF INSURANCE

11.1 Parking

Legal and reasonably accessible parking must be available for the crew at all pickup, delivery, and additional locations. If no designated parking is provided, the crew may use the nearest reasonably available public or private parking space, including paid municipal parking where necessary. Parking fees and parking-related charges incurred in connection with the service may be added to the final bill. Any parking ticket or penalty resulting from parking arrangements requested or directed by the Customer, or from the Customer’s failure to provide suitable lawful access, shall be the Customer’s responsibility to the extent permitted by law.

11.2 Elevators and Loading Docks

Where elevator or loading dock access is required, the Customer is responsible for booking and securing access in advance and ensuring that the reservation reasonably aligns with the expected service time. The Customer must disclose any relevant restrictions, including elevator transfers, long walking distances, shared elevators, time restrictions, clearance limits, loading dock requirements, licence plate requirements, or other building rules.

11.3 Dock Facilities

The Customer shall make available suitable dock, driveway, roadway, loading, and unloading facilities for the Company. If suitable facilities are unavailable, the Company may use the street or another reasonably available location at the Customer’s risk, subject to law and safety requirements. The Customer agrees to be responsible for losses, charges, liens, levies, assessments, regulatory or by-law infractions, and other penalties reasonably arising from the Customer’s failure to provide suitable facilities, except to the extent caused by the Company’s unlawful conduct or where such responsibility cannot lawfully be imposed.

11.4 Certificate of Insurance

If a building or location requires a Certificate of Insurance, the Customer must inform the Company at least one (1) week before the scheduled service. A $30 administration fee applies for preparation and issuance of the certificate. Failure to provide sufficient notice may result in delays or inability to access the premises, for which the Customer is responsible.

12. CLIENT RESPONSIBILITIES

12.1 Presence and Authorized Representative

The Client or an authorized representative must be present at all service locations to provide instructions, oversee the process, and approve changes to the original scope of work. If the Client books services on behalf of another person, including a realtor, family member, friend, property manager, employee, or other representative, that person will be deemed the Client’s authorized representative and will have authority to approve additional services, modify the scope of work, provide instructions, and agree to associated charges. Decisions made by the authorized representative during the move are binding on the booking party. Failure of the Client or representative to be present may result in delays or additional costs for which the Client remains responsible.

12.2 Disclosure of Move Details

The Client is responsible for disclosing all relevant information, including stairs, elevator access, loading restrictions, access limitations, and a full inventory of items to be packed or moved. Undisclosed information may require additional crew, supplies, equipment, trucks, time, or multiple service days, resulting in additional charges. If additional crew members are required to meet the scope of work because of undisclosed or materially changed conditions, a three (3) hour minimum charge applies per additional staff member.

12.3 Packing Responsibilities

Unless packing services have been booked, the Client must pack belongings into suitable boxes or containers before the move. Additional boxes and moving supplies may be available for purchase from the Company, subject to availability.

12.4 Blanket-Wrapping Waiver

If the Client requests that an item not be blanket-wrapped or otherwise protected in the Company’s customary manner, the Client must advise the movers in advance and sign a waiver of liability for damage reasonably resulting from that instruction. Items containing glass, mirrored, marble, stone, or similar fragile components are excluded from this option where the Company determines protective wrapping is required for safety.

12.5 Customer Security

The Customer is responsible for security during the move and should personally secure and transport money, jewelry, important documents, medications, keys, and other small or high-value items.

13. WALL-MOUNTED ITEMS AND WALL-MOUNTING SERVICES

The Company may, upon request and where reasonably safe, remove televisions, pictures, mirrors, and similar items from walls. The Company is not liable for ordinary drywall, paint, or surface damage resulting from removal of existing screws, bolts, anchors, or mounting hardware, except to the extent such liability cannot lawfully be excluded.

Wall-mounting or installation of items is not included in standard moving service and must be arranged separately in advance. Any such service is subject to availability and any separately stated charges or conditions.

14. TERMS OF PAYMENT AND CHARGES

14.1 Payment Due

All charges are due upon receipt. The driver or Company representative may collect payment before final delivery of goods at the destination. If an account is referred for collection, the Customer is responsible for collection costs, including agency fees, legal fees, and court costs, to the extent permitted by applicable law.

14.2 Final Bill

The final bill is based on the actual labour time, transportation or travel fees, materials, supplies, additional services, waiting time, parking charges, and other applicable charges incurred in completing the service. The final bill is non-negotiable once correctly calculated under the agreed rates and these Terms and Conditions, subject to correction of billing errors and any rights that cannot be waived under applicable law.

14.3 Late Payments

A $20 daily late fee will apply to overdue balances to the extent permitted by applicable law. Unpaid balances beyond 30 days may be referred to collections or may be subject to legal action.

14.4 Outstanding Invoices

The Company may refuse to provide additional services until all outstanding previous invoices are paid. If multiple services are booked, payment for each completed service must be made before the Company is required to perform the next service.

15. RESCHEDULING, CANCELLATIONS AND DEPOSIT REFUNDS

15.1 Deposit Refunds and Rescheduling With At Least Three Days’ Notice

Deposits are refundable where cancellation or rescheduling notice is provided at least three (3) days before the scheduled service, less a $35 administration fee. If the service is rescheduled, the Company may, at its discretion, apply the remaining deposit to the rescheduled service date instead of issuing a refund.

15.2 Rescheduling With Less Than 48 Hours’ Notice

If the move is rescheduled less than forty-eight (48) hours before the scheduled time, a $50 rescheduling fee will apply.

15.3 Rescheduling With Less Than 24 Hours’ Notice

If the move is rescheduled less than twenty-four (24) hours before the scheduled time, a $100 rescheduling fee will apply.

15.4 Cancellation With Less Than 48 Hours’ Notice

If the move is cancelled less than forty-eight (48) hours before the scheduled time, the Company will retain $100 as a cancellation fee, subject to the same-day and en-route/on-site provisions below.

15.5 Cancellation With Less Than 24 Hours’ Notice

If the move is cancelled less than twenty-four (24) hours before the scheduled time, the full deposit will be retained by the Company as a cancellation fee.

15.6 Same-Day Cancellation

If a cancellation is made on the scheduled moving day, the deposit is non-refundable.

15.7 Cancellation While Crew Is En Route or On-Site; Refusal to Proceed

If the Customer cancels after the moving team is en route to the pickup location, cancels after the crew has arrived, or refuses to sign or proceed with the contract after the crew has been dispatched or is on-site, the Customer agrees to pay a minimum charge equivalent to the first three (3) hours of labour at the booked hourly rate, plus the agreed transportation/travel fee. Any deposit retained or applied will be credited toward amounts owing where applicable. This charge compensates the Company for the crew, vehicle, equipment, travel, and time reserved for the scheduled service.

16. HEALTH, SAFETY AND HAZARDOUS CONDITIONS

16.1 Unsafe Conditions

The Company may pause, refuse, or stop work where weather, floors, walkways, access, structural conditions, or other circumstances create an unreasonable safety risk to the crew, Customer, public, equipment, vehicle, or property. The Company is not responsible for delays caused by unsafe conditions beyond its reasonable control.

16.2 Infestations

The Client is responsible for disclosing known infestations, including bed bugs, cockroaches, or other parasitic insects, at any origin, destination, or additional stop. If an infestation is identified, the Company may immediately halt, refuse, or cancel service to protect its crew and equipment. The Client is responsible for reasonable cleaning, sanitizing, delousing, treatment, and replacement costs incurred by the Company as a direct result of the undisclosed infestation, to the extent permitted by law.

16.3 Hazardous and Prohibited Items

The Company may refuse to pack, move, or store hazardous, flammable, corrosive, illegal, contaminated, excessively dirty, or otherwise unsafe goods. The Company does not transport people or pets as cargo. Money, jewelry, important documents, and other small articles of extraordinary value should remain in the Customer’s personal custody.

17. DISASSEMBLY AND REASSEMBLY

If assistance with disassembly or reassembly is required, the Customer should notify the Company in advance. Assembly of new flat-pack or ready-to-assemble furniture is not included unless specifically agreed in writing. Existing exclusions relating to pressed wood, particleboard, assemble-yourself furniture, fragile construction, and pre-existing weakness remain applicable.

18. SEVERABILITY AND APPLICABLE LAW

If any provision of these Terms and Conditions is found to be invalid, illegal, or unenforceable, that provision shall be interpreted or limited to the minimum extent necessary, and the remaining provisions shall continue in effect. Nothing in these Terms and Conditions excludes or limits any right, remedy, warranty, condition, or liability that cannot lawfully be excluded or limited. These Terms and Conditions are intended to be interpreted in accordance with the laws applicable in Ontario, Canada.

19. ACKNOWLEDGMENT

By booking, signing the moving contract or work order, paying a deposit, authorizing the Company to begin work, or otherwise accepting the Company’s services, the Customer acknowledges having had the opportunity to review and agrees to these Terms and Conditions, subject to applicable law.