Terms and Conditions

Refund Eligibility

Refunds may be considered under the following circumstances:

• Service cancellation under the published refund schedule
• Failure to provide agreed-upon services
• Damage to property due to negligence on our part

Dispute Resolution

Any disputes regarding services or charges should be reported within 48 hours of the moving date. We are committed to resolving all disputes fairly and promptly through direct communication with our customer service team.

Refund Process

Approved refunds will be processed within 5-10 business days and credited back to the original payment method.

Refund schedule

Refund entitlement is calculated from the scheduled booking time. All cancellation cutoffs are evaluated in the local time of the pickup province (for example, Pacific time for a pickup in British Columbia). If the pickup province cannot be determined, Eastern time (America/Toronto) applies.

• 72 hours or more: Full refund.
• 48 hours to less than 72 hours: 75% refund.
• 24 hours to less than 48 hours: 50% refund.
• Less than 24 hours: No refund.

Full payment is captured at booking. Any cancellation fee is settled from that captured payment and reflected in the refund amount; there is no separate customer deposit or holdback.

How to Cancel

To cancel your moving service, please contact our customer service team:

Weather and Emergency Cancellations

In cases of severe weather or emergency situations that make moving unsafe, we may need to reschedule your move. In such cases, no cancellation fees apply, and we will work with you to find an alternative date.

Undeclared Items

On moving day, any undeclared items are subject to additional charges.

All items to be moved must be declared during the booking process to ensure accurate pricing and proper preparation. Additional items discovered on moving day will be charged at current market rates.

Undeclared Addresses

Any undeclared addresses on moving day are subject to additional charges.

All pickup and drop-off locations must be specified during booking. Additional stops or address changes on the day of the move will incur extra charges based on distance and time required.

Other Additional Charges

Additional charges may apply for:

• Packing services requested on moving day
• Waiting time due to customer delays