Terms of Service

1. Who we are

These Terms are an agreement between you (the customer) and 1161855 B.C. Ltd. dba Terry's Moving ("Terry's Moving", "we", "us"), Richmond, BC.

We quote, book and coordinate your move, and our moving crews carry it out. Terry's Moving is your single point of contact and is responsible to you for your booking and for claims under section 10.

2. Booking and booking fee

A booking is confirmed only after you accept these Terms and pay the booking fee.

The booking fee is $50. If the farther of your two addresses is more than 15 km from our Richmond office, the travel fee is also paid at booking.

The booking fee reserves your date, truck and crew. The booking fee and any prepaid travel fee are a deposit: they count toward your final bill.

3. How charges work — no time estimates

Moves are charged by the hour: pickup truck with 1 mover: $70/hour; 3-ton truck with 2 movers: $149/hour; 5-ton truck with 2 movers: $159/hour. Each extra mover is $50/hour. Time is billed in 15-minute steps.

Billed time runs from the crew's arrival at your first address until the last item is unloaded, plus the travel fee shown on our website, which is charged at your package's hourly rate.

Special items are charged on top of the hourly rate: upright piano $300, grand piano $450. Marble tables and other items over 300 lbs are quoted on site after we review your photos; that price is agreed with you before the item is moved.

We do not estimate how many hours your move will take, online, by phone or on site, because the time cannot be known in advance. Anything said about time is not an estimate, quote or guarantee. Your final charge depends on the actual time, number of movers, truck and travel distance.

We use the information you give us, such as the size of the premises being emptied, the flights of stairs and whether there is an elevator at each address, only to plan your arrival window and crew.

Extra charges agreed on site (for example a dump fee, or a piano or heavy item that was not listed when booking) are added to your bill by the crew in our system.

Updates and disagreements: the crew records the arrival time, the finish time, the addresses and travel distance, and any extra charges in our system, and we email you each time something is recorded. Your bill is shown only after the crew has confirmed these records. If you disagree with anything recorded, please email info@terrymosmoving.ca within 7 days of the move with your reasons and any evidence (photos, messages, receipts). We will review it and reply in writing within 14 days, and correct your bill if it is wrong. This process is voluntary and does not limit your right to go to the Civil Resolution Tribunal, the courts, or Consumer Protection BC.

Waiting time caused by things outside our control at your premises (for example no elevator booking, no parking, items not packed, unsafe access) is billed at the hourly rate.

GST is added to all charges.

4. Payment

When the move is done, we email an invoice to the email address you gave when booking. Payment of the balance is due on the day of the move, by Interac e-Transfer to the company email shown on the invoice, or in cash to the crew, who collect it on our behalf. The crew can show you the balance in our system, and you will receive the invoice from Terry's Moving by email.

If an invoice is not paid, we may take lawful steps to collect the amount owing.

5. Your responsibilities

Pack all small items into closed boxes before the crew arrives. We wrap and protect furniture with blankets and plastic film, but we do not pack small items.

Book elevators, loading zones and parking at both addresses, and tell us about stairs, long walks, narrow access or anything unusual.

Be present, or have an adult representative present, at both addresses for the whole move.

Disconnect and empty appliances, and remove or secure pets.

Valuables — you keep them. Before the crew arrives, you must remove and keep with you, out of the crew's reach, all cash, jewellery, watches, gold, coins, gift cards, passports and personal documents, keys, bank cards, medication, phones, laptops and tablets, and any small item that fits in a pocket or bag or is worth more than $100 per pound ("Valuables"). Do not leave Valuables in drawers, pockets, bags, boxes or furniture.

The crew will not knowingly handle, pack or move Valuables. If they find any, they will stop and give them to you. Valuables are not accepted for moving and are never in our care. To the extent permitted by law, Terry's Moving is not responsible for loss of, damage to, or missing Valuables, unless you prove the loss was caused by theft or deliberate damage by a crew member.

If you believe anything is missing or stolen, report it to the police and email us at info@terrymosmoving.ca within 24 hours, with the police file number. We will investigate, dismiss any worker found responsible, and assist with your police report. Nothing in this section limits your rights under BC consumer protection law.

We do not move hazardous materials (such as propane, gasoline, paint, chemicals, ammunition or firearms), perishable food or illegal items.

6. Safe access, hazards and injuries

You must keep walkways, driveways, steps, stairs and parking areas at both addresses safe and clear of snow and ice, with adequate lighting. If access is not safe, the crew may wait (billed hourly) until it is made safe, or decline the unsafe part of the work.

To the extent permitted by law, you are responsible for injury to our crew, damage to your own property and damage to the property of others that is caused by hazards at your premises that you knew about, or should reasonably have known about, and did not fix or tell us about (for example ice, snow, broken steps, loose railings or uncontrolled pets).

We recommend that you check that your home insurance includes personal liability coverage for your moving day.

7. Bad weather

We move in the rain. If Environment Canada issues a snowfall, freezing rain or extreme cold warning for either address on your moving day, or roads are unsafe, either you or we may reschedule at no charge, and your booking fee moves to the new date.

If we cancel for weather and we cannot agree on a new date within 30 days, we refund your booking fee.

The supervisor may pause or stop the move at any time if conditions become unsafe. Time already worked is billed.

8. Cancellations, refunds and no-shows

Your deposit is the booking fee plus any prepaid travel fee.

Moves dated the 5th to the 25th of the month: if you cancel at least 48 hours before the start of your arrival window, we refund your deposit in full within 15 days, or move it to a new date if you prefer. If you cancel less than 48 hours before, your deposit is not refunded.

Moves dated the 26th of the month to the 4th of the next month (our busiest days): if you cancel, your deposit is not refunded. If you give us proof of an accident or situation you could not have foreseen, we refund up to $100 or your full deposit, whichever is lower, within 15 days.

To cancel, email info@terrymosmoving.ca. The time we receive your message is the time of cancellation.

A no-show means the crew arrives within your arrival window and cannot start because no one is there to give access, or the move cannot go ahead because of you.

Deposits are not refunded for no-shows. For moves dated the 5th to the 25th, if you give us proof of an accident you could not have foreseen, we offer a one-time service credit equal to your booking fee minus $50. Bookings with only the $50 base fee do not receive a credit.

To change your date, contact us as early as possible. A change made at least 48 hours before your arrival window is free, subject to availability.

9. Arrival window, confirmation and delays

We give you a 4-hour arrival window. We confirm your booking by email before your moving day, and on the day we call you about 1 hour before the crew arrives.

Because the time a move takes cannot be predicted, an earlier move on the same day may run late, and the crew may arrive after your arrival window. No compensation, discount or credit is given for late arrival, as long as your move is completed on your booked day.

We are not responsible for delays caused by traffic, weather, building rules, elevators or other events outside our control.

10. Damage and claims

Our liability limit: if your belongings are lost or damaged while in the crew's care, our liability is limited to $0.60 per pound (about $1.32 per kg) per item, unless the loss was caused by theft or deliberate damage by a crew member. This is not insurance. For more protection, check your home insurance or buy moving (transit) insurance from a licensed insurer before your move.

Please check your belongings and the premises before the crew leaves. Report any damage the same day, with photos, while the crew is still there, so the supervisor can record it. Damage reported later is accepted only with clear proof that it happened during the move.

We review every claim and try to settle it with you first. If we cannot agree, you may take the claim to the Civil Resolution Tribunal or the courts.

The liability limit does not apply to, and we are not responsible for: items you packed yourself unless the box was visibly damaged in our care; pre-existing damage; particleboard or pressboard furniture; the mechanical or electrical working of appliances and electronics; and loss or damage caused by hazards described in section 6.

11. Junk removal

Junk removal is charged at the hourly rate plus a dump fee. Because the dump fee can only be known at the dump, the supervisor quotes it on site. It may be more or less than the city's actual bill. We only take the dump run after you agree to the quoted fee.

12. Packing box delivery

We buy packing boxes and supplies for you at a store and deliver them before your move. You pay the store's actual price, including tax, with no markup, shown on an itemized receipt, plus a pickup-truck travel fee for delivery. This is our only charge for boxes.

Box orders are a separate service with their own invoice. They are paid in full before we buy, are ordered and delivered as soon as possible, and cannot be refunded once bought.

13. Limits of our responsibility

To the extent permitted by law, we are not responsible for indirect losses such as lost income, hotel costs or missed closings.

Nothing in these Terms takes away your rights under British Columbia consumer protection law.

14. Your information

We use your name, phone, email, addresses and photos only to quote, book, carry out and invoice your move. We share them only with the crew doing your move and the service providers named below. We do not sell your information.

On moving day you can see the crew's location on your booking page while they travel to you and between your addresses; sharing stops when the move is finished. We send you notifications about your booking by email or text.

Our booking system and email service providers may store information in Canada or the United States. To ask what information we hold about you, or to correct it, email our privacy contact at info@terrymosmoving.ca.

15. General

These Terms are governed by the laws of British Columbia. If a translation differs from the English version, the English version applies.

We may update these Terms. The version you accepted when booking applies to your move.