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Contact info: Emerald Moving & Storage Toll free: Phone: 416 429 7785 |
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Terms and Conditions of Service
- Information
- Every reasonable effort is made to provide customers with all information that is relevant to the services and products provided by Emerald Moving & Storage Inc. (hereafter Emerald Moving or the carrier) and its partner companies, however the customer is responsible for informing themselves by reading these terms and conditions of service in full and all other pertinent literature provided by Emerald Moving such as labour rates, surcharges, estimate, move preparation literature, move protection literature, generic emails etc. Indicating that you have read, understood and agree to these terms and conditions of service is required and is done by checking the appropriate box on the Reserving Services Online form of the Emerald Moving website.
- Reserving Services
a. To reserve services with Emerald Moving, completion of the Reserving Services Online form is required.
b. Before completing the Reserving Services Online form it is your responsibility to fully inform yourself of the rates and surcharges that will apply to your moving services. To this end you should at least request rates and surcharges from the Emerald Moving customer service department.
c. It is recommended that you have a Phone Consultation, an In Home Consultation or complete the DIY Estimate Guide before using the Reserving Services Online form.
d. At the time of making a reservation of services from Emerald Moving you must indicate that you have read, understood and agree to the Emerald Moving & Storage Inc. Terms and Conditions of Service contained in this document.
e. Clicking on submit on the Reserving Services Online page constitutes a request for reservation of services and products as per the selected options on the Reserving Services Online form.
f. The reservation of services is not complete until the confirmation of the reservation is sent to the customer via email.
g. The reservation is not secured until the invoice for deposit is paid as per the instructions on the Deposit Invoice.
h. It is the customers’ responsibility to confirm that the confirmation email is error free and complete as per the reservation.
- Service
a. Service is scheduled to begin at the loading location at 9am on packing, Moving and Unpacking days.
b. Crews are dispatched when available from the nearest Emerald Moving dispatch depot to the loading location at 8:15am
c. Where the journey to the loading location takes more than 45 minutes the moving crew will arrive after 9am by the number of minutes over 45 minutes the journey takes.
d. Billing for the outward part of the travel time on local moving services is always for 0.75 hours and labour is always deemed to begin at 9am. This has no effect on your bill.
e. Vehicles are parked in a manner that will facilitate best access to the loading location or the unloading location unless otherwise specified in an estimate and parking infraction fines incurred to this end are added to the final move bill.
f. Packing service entails the packing of all items in your residence that require consolidation in containers to be suitable for moving and the provision of materials for packing by BoxSmart.
g. If you elect to complete the packing for your move, the packing should be 100% complete to the standard indicated in the Emerald Moving packing literature prior to the arrival of the moving crew.
h. Laundry room appliances must be disconnected and drained where necessary prior to the arrival of the moving crew.
i. Fridges and freezers must be defrosted prior to the arrival of the moving crew where necessary.
j. Items mechanically fastened to the building must be unfastened prior to the arrival of the moving crew.
k. The moving crew will move your furniture and the packed contents of your residence excluding firearms and ammunition, hazardous items including paints, aerosol cans, explosives, corrosives, propane tanks, liquids and any other items that the moving crew supervisor deems to be a hazard or unsafe for transportation.
l. Unpacking service entails the undirected unpacking of all items packed by an Emerald Moving packing crew.
m. It is your responsibility to see to it that the moving crew has exclusive and unhindered access to your residence during loading and unloading.
n. You are required to reserve elevators as required with elevators on service prior to the arrival of the moving crew for loading and unloading.
o. It is your responsibility to have your driveway clear or a parking spot available for the moving truck such that the end of the trucks ramp is positioned for best access both at the loading location and the unloading location.
p. You should check with your local authority if there are any roadworks or other events scheduled outside the building you are moving out of or moving into on or around the day of your move, that are likely to hinder or halt the moving crew's efforts.
q. A standard work rate adjusted for access of 333lbs loaded and unloaded per man hour is subject to amiable working conditions and compliance with all the terms and conditions herein.
r. Down time occurring as a result of delays caused by circumstances outside of the control of Emerald Moving is charged at the same rate as the labour rate for your move.
s. Emerald Moving reserves the right to refuse to move items through passages with less than 3 inches clearance all around the passageway and the item in question. In agreeing to these terms and condition of service you are waiving any liability against Emerald Moving for damage that might occur to the passage or the items in question during execution of such manoeuvres.
t. Snow removal to facilitate your move services is not the responsibility of Emerald Moving and is not included in your estimate. Snow removal and application of sand or salt must be completed prior to the arrival of the moving crew at the loading location and the unloading location.
u. Should down time occur such that the truck cannot be completely unloaded by 7pm Emerald Moving reserves the right to discontinue service until a subsequent day and on that subsequent day commence a new contract with normal rates and surcharges. In such instances storage charges may also apply.
v. Unpacking should only commence after the moving crew have completed the move.
w. The moving environment is hazardous! You should arrange to have children and pets elsewhere while your move is in progress. Only two adults excluding the moving crew should be present at the loading and unloading locations.
x. The layout of furniture in each room should be pre-planned and you should be able to direct the moving crew in a prompt manner. You may leave the layout of your furniture to the discretion of our experienced moving crew.
y. It is your responsibility to ensure that sanitary conditions prevail at the loading and unloading locations. Emerald Moving reserves the right to withdraw service in the event of a potential health hazard to our staff as a result of unsanitary conditions at the work location.
- Billing
- Payment must be made to the crew supervisor on completion of all products and services delivered that were requested in a single reservation in a form acceptable to Emerald Moving.
- Due to security concerns cash is not an acceptable form of payment.
- Bills are calculated based on ¼ hour increments or part thereof.
- The rates and surcharges and other conditions used for the purpose of billing are those that are in effect at the time the reservation was made.
- Emerald Moving provides a bill which fully details all charges on behalf of Emerald Moving and Boxsmart.
- Bills are subject to auditing by the Emerald Moving accounting department. Invoices are issued for balances due to billing errors in the customer's favour. Likewise, refunds are issued due to billing errors in Emerald Moving's favour.
- Emerald Moving reserves the right to require C.O.D. on any shipment prior to unloading the shipment.
- Storage is provided subject to pre-authorization for monthly payments on an acceptable credit card.
5. Estimated Services
a. Where a written estimate based on an on-site survey was supplied, Emerald Moving guarantees that the cost on the services provided for in the estimate will not exceed the estimated amount by more than 10% provided the terms and condition of service are met in full.
b. Boxsmart orders prepared by Emerald Moving consultants do not carry the same guarantee unless packing services for the move are provided by Emerald Moving.
c. Terms and Conditions specific to the Emerald Moving 110% price guarantee are printed on the back of all written estimates prepared at In-Home Consultations. The price guarantee is however subject to all of the terms and conditions of service herein.
d. Estimates are void if a reservation for service is made indicating resources that are different from those indicated on the estimate.
e. Estimates are date specific and reservations made on dates other than those indicated on the estimate are subject to rate changes depending on the date the reservation is made for.
f. Below are the terms and conditions for the Emerald Moving 110% price guarantee as they appear on the back of a written estimate:
Emerald Moving & Storage Inc. guarantees that the actual cost of your move services will not exceed the overall estimated cost of your move services by more than 10%. This guarantee applies only to the services provided for in this estimate. Additional products and services requested that are not included in the estimate are provided with the understanding that they will be charged at the normal rate above the estimated cost.
The estimate for the moving service is for moving your furniture and the packed contents of your home only. If you elect to pack the contents of your home yourself, you are required to have the packing 100% complete to the standard indicated in the “Emerald Moving Preparation Guide”. In the event that you fail to meet this requirement of the estimate, service is provided on the basis that the estimate is inapplicable.
The estimate assumes that no down time will occur during the move service. It is your responsibility to see to it that the moving crew has EXCLUSIVE and UNHINDERED access to your residence during loading and unloading. To this end you are required to reserve elevators as required with ELEVATORS ON SERVICE PRIOR TO THE ARRIVAL OF THE MOVING CREW for loading and unloading. It is your responsibility to have your driveway clear or a parking spot available for the moving truck such that the end of the truck's ramp is positioned for best access both at the loading location and the unloading location. You should check with your local authority if there are any roadworks or other events scheduled outside the building you are moving out of or moving into on or around the day of your move, that are likely to hinder the moving crew's efforts. Down time occurring as a result of delays caused by circumstances outside of the moving company’s control are not included in your estimate. Down time is charged at the same rate as the labour rate for your move.
Emerald Moving vehicles are parked in a manner that best facilitates the loading and/or unloading of the vehicle, any fines that are incurred as a result of such parking are added to the final bill for your move services and are not included in this estimate.
This estimate assumes amiable weather conditions will prevail on the days that services are provided. Delays or work stoppages are not included in this estimate and are not covered by this price guarantee.
Emerald Moving reserves the right to adjust “Travel Time” and or “Transit Time” on this estimate to take account of heavy traffic volumes and or adverse weather conditions.
Emerald Moving reserves the right to adjust this estimate for fluctuations in work rates resulting from extreme temperature conditions.
Snow removal to facilitate your move services is not the responsibility of Emerald Moving and is not included in this estimate. Snow removal and application of sand or salt must be completed prior to the arrival of the Moving Crew at the loading location and the unloading location.
Should down time occur such that the truck cannot be completely unloaded by 7pm, Emerald Moving reserves the right to discontinue service until a subsequent day and on that subsequent day commence a new contract with normal rates and surcharges. In such instances storage charges will also apply.
This estimate assumes that you will make arrangements to have no more than two adults present at the loading and unloading locations to direct the moving crew where necessary. You should arrange to have children and pets elsewhere while your move is in progress. Unpacking should only commence after the moving crew have completed the move. This estimate assumes that you will pre-plan the layout of furniture in each room and that you will be able to direct the moving crew in a prompt manner. You may leave the layout of your furniture to the discretion of our experienced moving crew.
This price guarantee is also subject to the accuracy of information provided to Emerald Moving by the customer or his/her agent prior to or at the time this estimate was prepared.
This estimate is subject to all relevant instructions in the “Emerald Moving Preparation Guide” being followed in full.
The above conditions apply to the Emerald Moving & Storage 110% Guarantee only, and do not constitute the full Emerald Moving & Storage term and conditions of service.
6. Self accessed services
a. Services accessed using the Emerald Moving DIY Estimate carry no price guarantee other than that the final bill will be calculated using the rates and surcharges and that other conditions used for the purpose of billing are those that are in effect at the time the reservation was made.
b. Charges for Boxsmart consumables used by the moving crew will also apply.
c. Contracts for services self accessed using the Emerald Moving DIY Estimate are for a maximum of one full truck load only. Shipping any balance remaining is subject to a new reservation and will not be completed on the same day by the same crew.
d. The terms and conditions of service to which the Emerald Moving 110% price guarantee are subject also apply to self assessed services despite the absence of the Emerald Moving 110% price guarantee.
7. Cancellation and rescheduling of services
a. A $25 administration fee is applied to each instance of the re-scheduling of a service.
b. Cancellation of service more than 10 business days before the scheduled beginning of service will result in the return of the deposit minus a $25 administration fee.
c. Cancellation of services between 5 to 10 business days before the scheduled beginning of service will result in a loss of 25% of the deposit.
d. Cancellation of services later than 5 business days before the scheduled beginning of service will result in complete loss of the deposit.
e. Cancellation of services later than 5pm the day before the scheduled beginning of service will result in a complete loss of the deposit. Such cancellation must be made in the usual manner and confirmed by calling the emergency number on the "contact us" page of this website.
f. Cancellation of service after the moving crew has been dispatched at 8:15 am will result in the minimum charge for the reserved crew being applied to your credit card.
8. Move Protection
a. All carrier liability is waived unless the terms and conditions of service herein are met in full.
b. All items packed in containers in a shipment are shipped at the owner's risk unless otherwise stated.
c. All items that do not require packing prior to shipping are shipped by the carrier with liability limited to 60 cents per pound up to 100 pounds per individual item unless otherwise stated.
d. Liability for incidental damage to property other than the shipment is only available under replacement value protection.
e. The carrier accepts no liability for incidental damage to common areas whatsoever.
f. Liability against the carrier is waived where items pass through passages with less than 3 inches clearance all round between the item and the passage.
g. The carrier accepts no liability for damage when shipping the following materials unless otherwise stated: Fiberboard, glass, marble, fired materials, brittle counter and table top materials, china, consumer electronics, organic matter, plants, paper.
h. The carrier accepts no liability for damage when shipping the following items unless otherwise stated: Any item made in whole or in part of the materials listed above, flat panel televisions, pedestal lamps, hanging art, statues, prefabricated furniture, mirrors, windows, glass, stone or marble tables of any kind.
i. The carrier accepts no liability for damage when shipping items that exhibit an inherent vice unless otherwise stated.
j. The carrier accepts no liability for incidental damage to any item or property caused by damage when shipping any of the materials or items covered under the above category unless otherwise stated.
k. The carrier accepts no liability for damage to items due to a packing deficiency when the carrier has not provided the packing and unpacking service.
l. The carrier requires a true declared value on the entire shipment to accept liability for replacement value protection on a shipment.
m. To accept liability on the entire shipment the carrier must provide the packing service, move service and unpacking service, and all of the material required, including custom-built packing crates where required, must be supplied by Boxsmart.
n. The carrier reserves the right to refuse to offer move protection on specific items.
o. The carrier will provide replacement value protection on all items packed and unpacked by the carrier.
p. The carrier will provide replacement value protection on all items shipped by the carrier other than those specified above.
q. The carrier will not accept liability for any individual item beyond a replacement value of $5000.00.
r. The replacement value of an item is its depreciated value in strictly monetary terms.
s. Claims are settled by payment of the replacement value or payment for repairs, whichever is the lower of the two.
t. In the event of damage to a shipment, a formal claim must be made by email.
u. Claims are only processed subsequent to full payment of the invoices for services and materials and payment of a non-refundable claim administration fee of $200.00
v. The level of move protection that the customer selects will apply to all services rendered, i.e. for shipment to an Emerald Moving storage facility the same level of protection will apply to the move to storage, the goods while in storage, and the move out of storage. Move protection fees apply to each service separately.
w. In-storage protection is only available in climate controlled units.
x. Claims must be made via email to claims@emeraldmoving.ca no later than 10 business days after the delivery of the shipment.
9. Security
a. Security is the responsibility of the customer on moving services to or from multi-dwelling buildings.
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OUR PARTNERS We Accept
Emerald Moving
Our Storage Partner:
Emerald Moving fleet
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