FREQUENTLY ASKED QUESTIONS

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What if I think that I should not be charged for the extra fees?

In an ideal situation, MoveMate would appreciate at least a minimum of 48-72 hours between when you book and the actual date of your booking. However, we still do our best to review and assign any last minute bookings that are placed. In the event that we are unable to service your requested time/date, our support team will contact you to discuss possible options.

*Long-distance requests should be placed at a minimum of 72 hours only as they require significantly more preparation!*

Does MoveMate offer insurance? What if there are damages?

Unfortunately, MoveMate does not provide any insurance for your move. In most cases your current renter or home liability insurance covers any damages to your belongings during your move. For damages caused by our Mates during the move, please ensure you take a photo and submit it to our support team within 48 hours to open a damages claim. If the damage is proven to have occurred during the move, we will work with you and our Mate to address the issue. Our Mates are professional movers who are involved with MoveMate and are trained in the best and safest methods to move your items safely. Unfortunately, accidents do happen at times.‍‍

Do you sell boxes and offer packing services?

Yes to both! MoveMates offers medium boxes for $4 (before tax) a piece and can also include packing services (please chat with us today to find out more about our pricing). Note: these services do not need to be purchased together. If you are opting for packing services only, please be aware that you will be responsible for providing tape/packing tools as well. 

Do you dispose of old furniture/appliances?

MoveMate can definitely help you with disposing of your old furniture or appliances! We kindly ask that you include this request in the notes section of your booking, found on your summary page. Please note that you may be subject to additional charges depending on the details of your request.

Are you for residential moves only?

No - MoveMate offers moving and delivery services to anyone in need of transporting an item from one location to another. Bought furniture at a store that has insane shipping prices, or something from Kijiji that’s too big to carry home by yourself? We can help!

What are your current guidelines and terms?

We highly recommend you take an additional moment to go over our company policies. For our complete list of company policies regarding bookings, please click here: https://www.movemate.ca/our-policies

Are there any hidden fees or transaction costs when booking through MoveMate?

No. However, It should be noted that the agreed upon price + estimated time are entirely dependent on and reflective of the information you provide during the booking process. This does mean that in cases where there are undisclosed items, there will also be associated penalty fees. In addition to undisclosed items, it is of utmost importance that you remember to book elevators and save parking spots to avoid any overtime charges.

What if I end up having less items than originally listed?

We ask that you inform us of any items removed from your booking list at least 48 hours prior to your booking date/time so that we can make the necessary price adjustments to your booking if it's applicable. If you don’t inform us 48 hours before the scheduled move, we cannot accommodate any changes, and no exceptions can be made.

Can I change my booking?

We will always try our best to accommodate any requested changes to a booking. However, please note that there will also be extra charges, equivalent to 20% of the total cost, for any modifications to the reservation made 24 hours after booking.

What if I have to cancel due to the weather?

In cases of unexpected weather conditions that prevent the move from being completed safely, bookings will be rescheduled at no extra cost. These cases include: fresh snowfall (equal to or greater than 20cm), icy rain, black ice due to very low temperatures, or temperatures below -25℃. The decision to reschedule a booking rests solely with MoveMate and is subject to MoveMate’s discretion.

What is your cancellation policy?

Once a booking is placed, you have 24 hours to cancel and pay no penalties. If you cancel anytime after the first 24 hours, you will lose your deposit which is equal to 20% of your booking total. Cancellations made within the 48 hour mark of the booking date/time will be charged the remaining 80% of the booking, no exceptions.All last minute booking - bookings placed 48 hours or less before the desired time and date - are charged the full 100% of the booking estimate. No exceptions.‍

Do you accept long-distance booking requests?

Yes, we accept long distance moves as long as your booking starts or end in Montreal. Pricing is different from our regular bookings and because of this, you are required to fill our the following form: Long Distance Request Form

What do you mean by real time estimates?

This one is pretty cool! When you are going through the different steps of the booking process, you will be able to see an estimated price auto-populating in the top right hand corner of the screen!

How is the quote calculated?

MoveMate uses the addresses (accessibility included) and the total cubic feet of your items to calculate the real-time estimated price of your booking! In cases of last minute bookings, holidays, and rush periods, there is an automatic increase in our flat rates that will already be reflected in your estimated total.

Are there any items you cannot move?

There are items that we are unfortunately unable to move/deliver, including but not limited to: 

items exceeding 300lbs, grand or baby grand pianos, upright pianos, pallets with items stocked up, home renovation supplies such as flooring, vehicles/motorcycles, hazardous objects, and flammable objects. Please feel free to chat with us today to confirm if your item in question is not listed above!

Do you have a minimum booking size requirement?

No, MoveMate will accept bookings of all sizes. Please keep in mind that in some cases, if a booking is estimated to take only 1 hour, it may be extremely difficult for us to assign a team that is willing to perform it and we would have no choice but to cancel (at no additional cost to you).

Where can I select add-on features?

You can select any additional features at the end of the booking process, after you have selected a date and time. 

How far in advance should I be booking?

In an ideal situation, MoveMate would appreciate at least a minimum of 48-72 hours between when you book and the actual date of your booking. However, we still do our best to review and assign any last minute bookings that are placed. In the event that we are unable to service your requested time/date, our support team will contact you to discuss possible options.

*Long-distance requests should be placed at a minimum of 72 hours only as they require significantly more preparation!*

Do you have a storage solution?

While MoveMate does not offer a moving solution, you can visit our partner Montreal Mini Storage here, for storage in the greater Montreal area.

Can I book for the truck only (no movers/mates)?

Unfortunately, we do not provide only the truck. All of our services include the labour. In situations like this, we recommend that you book for 1 Mate with a truck.

Why do I need to select all of the items I am moving?

At MoveMate, we recommend that you list all the items you require to be moved to avoid paying extra fees. Selecting all of your items allows us to give you an accurate quote so that you don’t have to rely on an hourly rate. We also want to make sure that our Mates are prepared to handle any special items or furniture to make sure that the move is done smoothly!

Can I change the details of my move after I have booked?

You can change the details of your move after booking by logging in to your account, and clicking on "previous moves".

How is MoveMate different from traditional moving services?

As technology continues to bring us closer together, there is still no modern solution to deliver our most precious items to use in an easy, trustworthy, and seamless manner. We make the movement of large items simple, flexible and cost-effective through our integrated ecosystem. Our focus is on our customers’ experience, ensuring that the systems we design make their moving and delivery process easy, reliable, and hassle-free - all at their fingertips.

What do you recommend that I do to book the move?

In an ideal situation, MoveMate would appreciate at least a minimum of 48-72 hours between when you book and the actual date of your booking. However, we still do our best to review and assign any last minute bookings that are placed. In the event that we are unable to service your requested time/date, our support team will contact you to discuss possible options.

*Long-distance requests should be placed at a minimum of 72 hours only as they require significantly more preparation!*

Why should I partner with MoveMate?

As e-commerce drives greater demand for furniture and, large item orders and storage, MoveMate is building the most advanced moving and delivery ecosystem to answer this growing need.Our solutions have been created with our partners in mind to match the supply and demand requirements, increase access to clients, and grow revenue. Today, there is no other moving solution that allows prop-tech and real estate companies to monetize leads and users.

Why is MoveMate different?

We are different because we are an asset light, proprietary tech solution that matches supply and demand to create value throughout the large item delivery and moving ecosystem. We offer a comprehensive, connected, and tech-driven solution developed specifically to match the supply and demand requirements. MoveMate is creating a truly modern solution to deliver customers’ most precious items in an integrated, trustworthy, and proficient way.

What type of business partners do you work with?

MoveMate works with a diverse array of partners across various industries, such as furniture stores, large-scale retailers for B2B partnerships, as well as real estate companies, proptech firms, and storage units for B2B2C partnerships.

What does MoveMate provide?

In an ideal situation, MoveMate would appreciate at least a minimum of 48-72 hours between when you book and the actual date of your booking. However, we still do our best to review and assign any last minute bookings that are placed. In the event that we are unable to service your requested time/date, our support team will contact you to discuss possible options.

*Long-distance requests should be placed at a minimum of 72 hours only as they require significantly more preparation!*

Does MoveMate offer insurance? What if there are damages?

Unfortunately, MoveMate does not provide any insurance for your move. In most cases your current renter or home liability insurance covers any damages to your belongings during your move. For damages caused by our Mates during the move, please ensure you take a photo and submit it to our support team within 48 hours to open a damages claim. If the damage is proven to have occurred during the move, we will work with you and our Mate to address the issue. Our Mates are professional movers who are involved with MoveMate and are trained in the best and safest methods to move your items safely. Unfortunately, accidents do happen at times.‍‍

Do you sell boxes and offer packing services?

Yes to both! MoveMates offers medium boxes for $4 (before tax) a piece and can also include packing services (please chat with us today to find out more about our pricing). Note: these services do not need to be purchased together. If you are opting for packing services only, please be aware that you will be responsible for providing tape/packing tools as well. 

Do you dispose of old furniture/appliances?

MoveMate can definitely help you with disposing of your old furniture or appliances! We kindly ask that you include this request in the notes section of your booking, found on your summary page. Please note that you may be subject to additional charges depending on the details of your request.

Are you for residential moves only?

No - MoveMate offers moving and delivery services to anyone in need of transporting an item from one location to another. Bought furniture at a store that has insane shipping prices, or something from Kijiji that’s too big to carry home by yourself? We can help!

What are your current guidelines and terms?

We highly recommend you take an additional moment to go over our company policies. For our complete list of company policies regarding bookings, please click here: https://www.movemate.ca/our-policies

Are there any hidden fees or transaction costs when booking through MoveMate?

No. However, It should be noted that the agreed upon price + estimated time are entirely dependent on and reflective of the information you provide during the booking process. This does mean that in cases where there are undisclosed items, there will also be associated penalty fees. In addition to undisclosed items, it is of utmost importance that you remember to book elevators and save parking spots to avoid any overtime charges.

What if I end up having less items than originally listed?

We ask that you inform us of any items removed from your booking list at least 48 hours prior to your booking date/time so that we can make the necessary price adjustments to your booking if it's applicable. If you don’t inform us 48 hours before the scheduled move, we cannot accommodate any changes, and no exceptions can be made.

Can I change my booking?

We will always try our best to accommodate any requested changes to a booking. However, please note that there will also be extra charges, equivalent to 20% of the total cost, for any modifications to the reservation made 24 hours after booking.

What if I have to cancel due to the weather?

In cases of unexpected weather conditions that prevent the move from being completed safely, bookings will be rescheduled at no extra cost. These cases include: fresh snowfall (equal to or greater than 20cm), icy rain, black ice due to very low temperatures, or temperatures below -25℃. The decision to reschedule a booking rests solely with MoveMate and is subject to MoveMate’s discretion.

What is your cancellation policy?

Once a booking is placed, you have 24 hours to cancel and pay no penalties. If you cancel anytime after the first 24 hours, you will lose your deposit which is equal to 20% of your booking total. Cancellations made within the 48 hour mark of the booking date/time will be charged the remaining 80% of the booking, no exceptions.All last minute booking - bookings placed 48 hours or less before the desired time and date - are charged the full 100% of the booking estimate. No exceptions.‍

Is a deposit required?

Yes, MoveMate requires a deposit equal to 20% of your booking estimate which is collected 24 hours after you place a booking. This deposit is collected from the method of payment provided during booking.

How do I pay?

We currently accept Visa and MasterCard credit cards, Visa Debit cards and PayPal payments. Please note that without providing a valid credit card/paypal account, you will be unable to place a booking. However, your card will not be charged until the move is complete. 

Do you mount or dismount furniture?

We would love to see if our team can accommodate it if you request in the notes section of your booking form. Unfortunately, we are unable to guarantee the service.

Do you accept long-distance booking requests?

Yes, we accept long distance moves as long as your booking starts or end in Montreal. Pricing is different from our regular bookings and because of this, you are required to fill our the following form: Long Distance Request Form

What do you mean by real time estimates?

This one is pretty cool! When you are going through the different steps of the booking process, you will be able to see an estimated price auto-populating in the top right hand corner of the screen!

How is the quote calculated?

MoveMate uses the addresses (accessibility included) and the total cubic feet of your items to calculate the real-time estimated price of your booking! In cases of last minute bookings, holidays, and rush periods, there is an automatic increase in our flat rates that will already be reflected in your estimated total.

Are there any items you cannot move?

There are items that we are unfortunately unable to move/deliver, including but not limited to: 

items exceeding 300lbs, grand or baby grand pianos, upright pianos, pallets with items stocked up, home renovation supplies such as flooring, vehicles/motorcycles, hazardous objects, and flammable objects. Please feel free to chat with us today to confirm if your item in question is not listed above!

Do you have a minimum booking size requirement?

No, MoveMate will accept bookings of all sizes. Please keep in mind that in some cases, if a booking is estimated to take only 1 hour, it may be extremely difficult for us to assign a team that is willing to perform it and we would have no choice but to cancel (at no additional cost to you).

Where can I select add-on features?

You can select any additional features at the end of the booking process, after you have selected a date and time. 

How far in advance should I be booking?

In an ideal situation, MoveMate would appreciate at least a minimum of 48-72 hours between when you book and the actual date of your booking. However, we still do our best to review and assign any last minute bookings that are placed. In the event that we are unable to service your requested time/date, our support team will contact you to discuss possible options.

*Long-distance requests should be placed at a minimum of 72 hours only as they require significantly more preparation!*

Do you have a storage solution?

While MoveMate does not offer a moving solution, you can visit our partner Montreal Mini Storage here, for storage in the greater Montreal area.

Can I book for the truck only (no movers/mates)?

Unfortunately, we do not provide only the truck. All of our services include the labour. In situations like this, we recommend that you book for 1 Mate with a truck.

Why do I need to select all of the items I am moving?

At MoveMate, we recommend that you list all the items you require to be moved to avoid paying extra fees. Selecting all of your items allows us to give you an accurate quote so that you don’t have to rely on an hourly rate. We also want to make sure that our Mates are prepared to handle any special items or furniture to make sure that the move is done smoothly!

What cities are you operating in?

 MoveMate currently operates in 7 major cities across Canada, including Toronto, Montreal, Vancouver, Calgary, Winnipeg, Quebec City, and Edmonton.

Can I change the details of my move after I have booked?

You can change the details of your move after booking by logging in to your account, and clicking on "previous moves".

How is MoveMate different from traditional moving services?

As technology continues to bring us closer together, there is still no modern solution to deliver our most precious items to use in an easy, trustworthy, and seamless manner. We make the movement of large items simple, flexible and cost-effective through our integrated ecosystem. Our focus is on our customers’ experience, ensuring that the systems we design make their moving and delivery process easy, reliable, and hassle-free - all at their fingertips.

Why should I partner with MoveMate?

As e-commerce drives greater demand for furniture and, large item orders and storage, MoveMate is building the most advanced moving and delivery ecosystem to answer this growing need.Our solutions have been created with our partners in mind to match the supply and demand requirements, increase access to clients, and grow revenue. Today, there is no other moving solution that allows prop-tech and real estate companies to monetize leads and users.

Why is MoveMate different?

We are different because we are an asset light, proprietary tech solution that matches supply and demand to create value throughout the large item delivery and moving ecosystem. We offer a comprehensive, connected, and tech-driven solution developed specifically to match the supply and demand requirements. MoveMate is creating a truly modern solution to deliver customers’ most precious items in an integrated, trustworthy, and proficient way.

What type of business partners do you work with?

MoveMate works with a diverse array of partners across various industries, such as furniture stores, large-scale retailers for B2B partnerships, as well as real estate companies, proptech firms, and storage units for B2B2C partnerships.

Does MoveMate offer insurance for the move?

In an ideal situation, MoveMate would appreciate at least a minimum of 48-72 hours between when you book and the actual date of your booking. However, we still do our best to review and assign any last minute bookings that are placed. In the event that we are unable to service your requested time/date, our support team will contact you to discuss possible options.

*Long-distance requests should be placed at a minimum of 72 hours only as they require significantly more preparation!*

What do you recommend that I do to book the move?

In an ideal situation, MoveMate would appreciate at least a minimum of 48-72 hours between when you book and the actual date of your booking. However, we still do our best to review and assign any last minute bookings that are placed. In the event that we are unable to service your requested time/date, our support team will contact you to discuss possible options.

*Long-distance requests should be placed at a minimum of 72 hours only as they require significantly more preparation!*

What if my items are damaged during a move?

In an ideal situation, MoveMate would appreciate at least a minimum of 48-72 hours between when you book and the actual date of your booking. However, we still do our best to review and assign any last minute bookings that are placed. In the event that we are unable to service your requested time/date, our support team will contact you to discuss possible options.

*Long-distance requests should be placed at a minimum of 72 hours only as they require significantly more preparation!*

What if I think that I should not be charged for the extra fees?

In an ideal situation, MoveMate would appreciate at least a minimum of 48-72 hours between when you book and the actual date of your booking. However, we still do our best to review and assign any last minute bookings that are placed. In the event that we are unable to service your requested time/date, our support team will contact you to discuss possible options.

*Long-distance requests should be placed at a minimum of 72 hours only as they require significantly more preparation!*

What does MoveMate provide?

In an ideal situation, MoveMate would appreciate at least a minimum of 48-72 hours between when you book and the actual date of your booking. However, we still do our best to review and assign any last minute bookings that are placed. In the event that we are unable to service your requested time/date, our support team will contact you to discuss possible options.

*Long-distance requests should be placed at a minimum of 72 hours only as they require significantly more preparation!*

Does MoveMate offer insurance for the move?

In an ideal situation, MoveMate would appreciate at least a minimum of 48-72 hours between when you book and the actual date of your booking. However, we still do our best to review and assign any last minute bookings that are placed. In the event that we are unable to service your requested time/date, our support team will contact you to discuss possible options.

*Long-distance requests should be placed at a minimum of 72 hours only as they require significantly more preparation!*

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