Service Terms & Conditions

 

Client Responsibilities

 

1. Documents:

The client is responsible for reviewing all documents provided by the moving company prior to the moving date. These documents may include the estimate, the service agreement, the annexes regarding exclusions, the items that may result in additional charges, the information related to insurance, as well as any other relevant policy.

 

2. Accurate Information:

The client is responsible for providing accurate and complete information regarding the move at the time of booking. This information allows the moving company to adequately plan the logistics, assign the appropriate team and estimate the duration of the service.

 

The important information includes notably:

 

• the size of the residence
• the approximate inventory of the goods to be transported
• the number of floors at the departure and destination addresses
• access conditions (stairs, elevators, availability of parking, long walking distances)
• any heavy, fragile, bulky or unusual item requiring special handling

 

3. Declaration of Special Items:

The client must declare in advance any item requiring special handling in order to allow the moving company to adequately plan the service and determine the equipment, the number of movers or the procedures required.

 

This includes notably:

 

• very heavy items

• fragile items

• items of very high value

• bulky furniture

• items requiring disassembly, hoisting or special handling

 

These types of items are detailed in the section Annex – Special Items of this document.

 

4. Changes to the Move:

The client must inform Déménagement Le Capitaine as soon as possible of any change regarding the move after the reservation has been made. Providing this information in advance allows the moving company to properly adjust planning and logistics for the moving day.

 

The changes that must be communicated include notably:

 

• a change of moving date
• additional items to be transported
• additional stops or addresses
• changes in access conditions (stairs, elevators, parking, walking distance)

 

Failure to inform the moving company of these changes in advance may have an impact on the organization of the move, the required team, as well as the estimated duration of the service.

 

5. Preparation of Goods:

The client is responsible for ensuring that all goods to be transported are properly prepared before the arrival of the moving team, unless packing services have been specifically requested in advance.

 

Clients must ensure that:

 

• All goods are packed, closed and ready to be transported before the arrival of the moving team

• Furniture drawers are emptied in order to avoid any damage to the furniture or its contents during handling

• Appliances are emptied and prepared for transportation

• Appliances connected to a water source (such as washers, dishwashers or refrigerators with a water line) are properly disconnected in advance by the client or by a qualified technician

• The moving company is informed of any heavy, fragile, bulky or unusual item requiring special handling (see Annex – Special Items)

• Televisions are placed in an appropriate box corresponding to their size, whether it is the original box or a TV protection box purchased in advance

 

6. High-Value Items:

By accepting the services of Déménagement Le Capitaine Inc., the client acknowledges that it is their responsibility to transport high-value items themselves.

 

These items include notably, without limitation:

 

• jewelry
• cash
• personal or legal documents
• high-value electronic devices
• collectible items
• any other item of significant value

 

Déménagement Le Capitaine Inc. does not transport these items unless they have been declared in advance by the client and a specific agreement has been concluded prior to the move.

 

7. Dangerous or Prohibited Items

The client must not include in the move any dangerous or prohibited materials, including:

 

• flammable liquids
• explosives
• hazardous chemicals
• illegal substances

 

Déménagement Le Capitaine Inc. will not accept to transport hazardous materials or goods of a perishable nature. In the event of a violation of this clause, the shipper shall assume all costs and risks of the shipment.

 

Billing and Payment

 

1. Billable Time (Pricing):
Services are billed at the hourly rate indicated in the proposal. Unless otherwise agreed in writing for a fixed price, billing begins upon the team’s arrival at the first pickup address and continues without interruption until the completion of work at the final destination.

 

2. Travel Time:
Travel time constitutes an additional cost to the working hours. It covers:

 

• the trip between our warehouse and the first pickup address;

• the return from the final destination to our warehouse.

 

The trip between the pickup and destination addresses is not included in travel time.

 

3. Long Distance Mileage:
If a per-kilometer rate applies, it is calculated based on a round trip between your addresses and our warehouse. The applicable rate is specified in the proposal.

 

4. Additional Costs:

Certain items or situations may result in additional charges when they require special handling, specific equipment, additional labor, or non-standard maneuvers.

 

Items that may incur additional charges or require special conditions are identified in the Annex, which forms an integral part of this contract.

 

The client agrees to declare in advance any item listed in this annex. Failing prior declaration, the mover reserves the right to refuse transportation of the item or to apply the necessary additional charges to perform the move safely.

 

5. Taxes and Tolls:
All amounts are indicated before taxes. Applicable taxes, as well as toll fees where applicable, are the responsibility of the client.

 

6. Payment Before Departure of the Team:

The invoice must be paid in full using the accepted payment methods before the moving team leaves the destination address.

 

In the absence of immediate payment, Déménagement Le Capitaine Inc. reserves the right to suspend or interrupt unloading, or to exercise the rights provided under this contract and applicable laws.

 

7. Waiting Time for Payment:

Any waiting time required for payment at the time of unloading is considered working time.

 

This time is billed at the same hourly rate as the moving service, in increments of fifteen (15) minutes, any started increment being rounded up.

 

Service Conditions

 

1. Confirmation and Deposit

All reservations require a deposit to confirm the date and secure the time slot.

 

The deposit amount may vary depending on several factors, including the distance of the move, the time of year, the estimated volume, or the selected package.

 

The full deposit amount will be credited toward the final moving invoice.

 

2. Variable Duration of Service

The client acknowledges that moving services are provided and billed on an hourly basis, unless otherwise agreed in writing.

 

By accepting the service, the client acknowledges and accepts that the total duration of the move may vary depending on the actual conditions encountered on the day of service, both at the origin and destination addresses and during transportation.

 

3. Scheduling and Arrival Windows

Moving services are scheduled based on arrival windows and not fixed arrival times. Arrival times communicated at the time of booking are provided for indicative purposes only.

 

The client acknowledges and accepts that the actual arrival time of the moving team may vary depending on several operational and logistical factors, including but not limited to the duration of previous moves, traffic conditions, weather conditions, delays related to building access, as well as any other circumstance beyond the control of Déménagement Le Capitaine Inc.

 

4. Estimates

Any estimate provided by Déménagement Le Capitaine Inc. is based on the information provided by the client at the time of booking and is provided for indicative purposes only. Unless otherwise agreed in writing, an estimate does not constitute a fixed or guaranteed price.

 

The duration and final cost of the move may vary depending on the actual conditions encountered on the day of service, including but not limited to site configuration, access conditions, traffic, undeclared goods or services, or any unforeseen circumstance beyond the control of Déménagement Le Capitaine Inc.

 

5. Exclusions

Unless otherwise agreed in writing, the moving services provided by Déménagement Le Capitaine Inc. do not include, notably, the following services or items:

 

• The transportation of special items that have not been declared in the applicable annex

• Additional stops not declared at the time of booking

• Balcony moves, hoisting using ropes, or any other method requiring lifting equipment

• Collection or transportation of appliances or furniture to an eco-center or recycling facility

• Disconnection of appliances connected to a water source (including washers, dishwashers or refrigerators with a water line)

• Connection, installation or hookup of appliances requiring a water connection

• Transportation of plants, trees or animals

• Reassembly of cribs

• Disassembly or reassembly of items requiring a specialist

• The use of specialized equipment, including but not limited to trucks equipped with lifting platforms, crane trucks or any similar equipment

 

Certain items or services may be accepted only if they are declared in advance and approved by Déménagement Le Capitaine Inc. In such cases, special arrangements or additional fees may apply.

 

For more information regarding items that must be declared, items requiring special handling, or items that may be excluded from the service, please refer to the Annex.

 

6. Items That May Incur Additional Charges

Certain items, services or specific conditions may require additional time, special handling or the use of additional equipment and may result in additional charges.

 

Examples include notably:

 

• items requiring special handling due to their weight, dimensions or fragility
• additional stops or addresses not planned at the time of booking
• special hoisting or maneuvering situations
• requests for additional services not included in the initial booking

 

The client is responsible for declaring these items or services in advance and for completing the Annex – Special Items when applicable.

 

For more information regarding items that may incur additional charges or require special arrangements, the client is invited to consult:

 

• the Annex – Special Items 
• the Extras section available on our website:
https://www.demenagementlecapitaine.com/fr/extras

 

7. Insurance and Liability

Déménagement Le Capitaine Inc. holds valid insurance policies issued by a duly authorized insurer, including general liability as well as certain risks related to the transportation of goods (cargo insurance).

 

These insurances are intended to cover, according to the conditions set out in the applicable policies, material damages and civil liability arising from the normal operations of the company.

 

7.1 Limitation of Liability – Basic Protection

Unless additional protection is selected by the client in accordance with section 8.3, the move is carried out under the basic protection regime known as “Released Value Protection,” included at no additional cost and without deductible.

 

Under this protection, the liability of Déménagement Le Capitaine Inc. is limited to $0.60 per pound (lbs) per lost or damaged article.

 

Compensation is calculated based on the weight of the item concerned, and not on its actual market value or replacement cost.

 

7.2 Choice of Protection and Declaration of Value
The client acknowledges having the possibility to choose between the following protection options:

 

a) Basic Protection – Released Value Protection
This protection is included at no additional cost and limits compensation to $0.60 per pound per article, as described in section 8.2.

 

b) Full Value Protection
The client may choose additional protection allowing compensation based on the replacement value of lost or damaged goods, up to the total amount declared by the client.

 

7.3 Conditions of Full Value Protection

Full value protection may notably:

 

• be subject to a deductible payable by the client

• result in additional charges

• allow Déménagement Le Capitaine Inc., at its discretion, to repair, restore or replace the item concerned

 

When this protection is selected, the client must indicate their choice and declare the total value of the goods they wish to insure in the applicable contractual documents.

 

8 Exceptions to Liability

Unless in cases of gross negligence or intentional fault, Déménagement Le Capitaine Inc. shall not be held liable for damages resulting notably from the following situations:

 

8.1

Damages caused by bursting, leakage, effervescence, erosion, rust, freezing, heat, moths, rats or any other vermin.

 

8.2

Damages to furniture or to the contents of boxes when packing or assembly has not been performed by the mover or its employees.

 

8.3

Damages resulting from the disassembly or reassembly of furniture when the original assembly or disassembly was not performed by the mover or its employees.

 

8.4

Damages resulting from handling of the goods by the client, their employees, their representatives or any other unauthorized person.

 

8.5

Damages resulting from the removal or handling of fastening screws, hardware, supports or anchors attached to walls, floors or ceilings.

 

8.6

Damages caused during the disassembly or reassembly of complex or specialized furniture requiring particular knowledge or specific tools, including certain exercise equipment, modular cabinets, storage systems or large furniture.

 

8.7

Direct or indirect damages resulting from special or complex maneuvers performed at the request of the client, including balcony or window hoisting, movements in spiral staircases or in restricted passages.

 

8.8

Consequences resulting from the removal or reinstallation of doors, railings, hinges or screws, including cracks, misalignments, paint chips or weakening of surrounding structures.

 

8.9

Non-insurable goods under basic protection

 

Certain particularly fragile or high-value items remain the responsibility of the client and are not covered under the basic protection offered by Déménagement Le Capitaine Inc.

 

Without limiting the generality of the foregoing, the following items are notably not insurable under basic protection:

 

• mirrors or glass without proper framing, casing or protection

• lamps and light fixtures without proper casing or protection

• contents of boxes when packed by the client

• any very fragile item not declared in the Annex – Special Items

• any high-value item not declared in the Annex – Special Items

• plants, trees or any living being

• artwork not placed in a protective crate or specialized packaging

• aquariums, terrariums and their contents

 

The client acknowledges that these items remain under their responsibility and that no compensation shall be granted for any damage or loss affecting them.

 

9. Dispute Resolution

In the event of any dispute, claim or controversy arising from these conditions or related to the services provided by Déménagement Le Capitaine, the parties agree to first attempt to resolve the matter amicably.

 

In the event of failure of this process, the parties expressly agree that any dispute shall be submitted to final and binding arbitration, administered by an independent arbitrator, in accordance with the rules of the Arbitration Act (Québec). The place of arbitration shall be Montréal, Québec, and hearings may be held in person or by videoconference, as deemed appropriate.

 

By accepting these conditions, the client waives any right to bring an action before a civil court or to participate in a class action, except where such waiver is prohibited by law.