/ Company / Policies
MoveMate does not have insurance; however, in many cases, regular homeowners insurance would cover any damages caused during a move, but unfortunately, we have no way to confirm on your behalf if your specific insurance package covers that. MoveMate may offer compensation for damages if they meet the requirements specified in our “Damages Policy”
Once 24 hours have passed since you placed your booking, a 20% deposit fee will be charged to the payment method provided during the booking process. The remaining 80% will be authorised 48 hours before your scheduled booking time. For all bookings made within 48 hours of the selected time/date, the full 100% will be authorised immediately. Failure to provide valid payment results in no valid booking/cancellation with all deposits lost.
Any cancellations made 24 hours after the time of booking will result in a loss of the 20% deposit. For any cancellations made 48 hours or less before the date/time of the booking, the remaining 80% will be charged; resulting in full payment. Bookings made within 48 hours of the selected date/time will be charged the full amount immediately with no refund issued upon cancellation.
Manual Booking Policy
MoveMate fully operates online and does not have any one member dedicated to manual bookings, as such any manual booking requests have an additional $30 fee. Any and all exceptions are up to the discretion of MoveMate and MoveMate alone.
Last Minute Booking Policy
Last minute bookings include all bookings made 24 hours prior to the selected date and time. There is a $40 charge for all late bookings. Any and all exceptions are up to the discretion of MoveMate and MoveMate alone.
Undisclosed Items Policy
Considering your specific items are a major factor in the estimated price, there will be additional charges for all undisclosed items at a 1.25 multiple of the regular rates. In cases where there is also a significant time delay caused, it is up to the discretion of MoveMate to charge on a per item basis or per hour.
Removal of Items Policy
We at MoveMate are completely understanding of situations where the removal of items from one’s booking is necessary! We ask that you let us know which items will be removed at least 48 hours prior to your booking so that we can make the necessary price adjustments if applicable. All items removed less than 48 hours before the scheduled booking date/time or on the day of, will not be removed from the estimated price/no adjustments will be made.
Addition of Items Policy
All items added to a booking will be charged at regular rates unless they are added within 48 hours before your booking. In this case, you will be charged at a 1.25 multiple of our regular rates. Any and all exceptions will be up to the discretion of MoveMate and MoveMate alone.
Change in Accessibility Policy
The accessibility to both the pick up and the drop off addresses is a factor used in the calculation of your estimated price, therefore, a change in accessibility will result in a change of price relative to the actual changes. Failure to update your accessibility 48 hours prior to your booking will result in a price increase at a 1.25 multiple of our regular rates. Any and all exceptions are up to the discretion of MoveMate and MoveMate alone.
In cases where the accessibility is changed and made simpler/easier for our Mates, if applicable, a price decrease may be implemented as long as we are made aware a minimum of 48 hours prior to your booking.
Change of Date/Time Policy
MoveMate is happy to accommodate you by fulfilling a change in your booking date/time when it is possible for us to do so. However, if the initial 24 hours since you placed your booking has passed then there is an additional charge equivalent to 20% of your booking fee.
Additional Mate Request Policy
When availability allows, MoveMate can provide an additional Mate at the customer’s request. There is an additional cost of $50/hour for the additional Mate.
In cases where a delay is caused by incorrect information being entered while booking (such as a wrong address, inaccurate items list, inaccurate accessibility, or any other error in the booking) or in any other case where the customer is at fault for the move being delayed, a fee subject to MoveMate’s discretion will be applied to the final total. This occurs in any situation that does not hold our Mates at fault.
It is not the responsibility of MoveMate to reserve elevators as this must be done by a tenant. Failure to do so can result in time delays or the use of stairs. In both cases, there will be an additional fee that is either related to overtime or additional labour due to the stairs. In cases where our Mates are unable to complete the move due to time constraints or otherwise, full payment is required. Any and all exceptions are up to the discretion of MoveMate and MoveMate alone.
MoveMate is only liable for items that have been disclosed before the move takes place and is not liable for the loss of the Customer’s personal items (ex. Keys, wallet, ID). MoveMate is not liable for any damages due to events beyond our control that would impact the moving service.
Customers have 48 hours after their booking has been completed to report any damages that resulted from the move and launch an investigation. If MoveMate determines that damages are due to Mate negligence, then we will provide $0.60/Ib in compensation for damaged goods. The weight of the item will be determined using the following conversion: 1 cubic foot = 7 pounds. No investigation will be launched for any damages reported after 48 hours - a full report includes proof of damages. If a damage claim is started without being completed within the 48 hours, the claim becomes null and void.
Extreme Weather Policy
In cases of inclement weather, 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℃. Ultimately, however, it is up to the discretion of MoveMate and MoveMate only to determine if bookings require rescheduling.
Bug Infestation Policy
MoveMate has a strict no bug infestation policy. This means that any failure to disclose this information to us prior to a booking will result in a charge of 100% of the original booking estimate prior to the use of the promo code. No exceptions. The required amount of payment due to a booking cancellation regarding a bug infestation prior to the booking date/time is entirely up to the discretion of MoveMate and MoveMate alone.
Our Mates are happy to help you disassemble or assemble items as long as you have informed us that you require that service prior to your booking. Currently, our Mates can offer this service for the following: tables, bed frames (king, queen, twin, and single), desks, fridge doors, couches, and doors in general.To inquire about specific pricing we invite you to chat with us today!
In cases where no information has been disclosed regarding assembly/disassembly prior to our Mate’s arrival to the pick-up location, our Mates have the right to refuse the completion of this service if they are unable to accommodate for time.
MoveMate does offer packing services as its own stand alone service, but also as an add-on to a booking. In cases where you will be supplying the boxes instead of purchasing them through us, you will also be responsible for providing all other packing necessities such as tape, filling, etc. We invite you to chat in today for more details!
Ride Along Policy
Do you need to meet our Mates at the drop-off, but don’t have a car? For that reason, and many more, MoveMate offers a ‘ride along’ option to our Customers for an additional cost of only $15, as long as the booking is only for 1 Mate. For Covid-19 related purposes, we do ask you to keep in mind that there will be no barrier/pexi-glass located between you and our Mate inside the truck.
Pet Ride Along Policy
MoveMate will happily help you move your belongings and bring your pet along for the trip. The additional pricing is dependent on your pet; we invite you to chat in for more details!For bookings, this add-on has yet to be integrated into our booking platform and so we kindly ask that you indicate under the booking notes that you require this service! MoveMate does reserve the right to refuse the service to any pet that they deem to be a danger/unsafe for our Mates.