Effective date: July 1, 2025
These Terms and Conditions (“Terms”) govern moving, storage, packing, and related services (“Services”) provided by Meridian Logistics Group Inc. (“Meridian”, “we”, “us”, “our”) and all Brands we operate (including but not limited to Care Full Moving, Vancouver’s Movers, Toronto Pro Moving, and Foothills Movers). By booking or receiving Services, the customer (“you”, “your”) agrees to these Terms.
Plain language summary: You pay a deposit to book, then the estimate amount before work starts on service day. We reconcile at the end based on actual time, distance, and materials used. You handle access (elevators/parking/keys), safe items, and prohibited items. Liability is limited unless you buy separate coverage.
2.1 Non-binding. Estimates are non-binding and depend on accurate information and actual site conditions. Changes in inventory, access, parking, elevators, hallways, stairs, packing quality, or unforeseen conditions may affect total cost and duration.
2.2 Inventory & access info. You must provide complete and accurate details before the Job (addresses, parking, elevator booking windows, stairs, loading areas, special items, packing status, building rules). We may adjust crew, equipment, and pricing if facts differ on arrival.
2.3 Minimums and rounding. Unless otherwise stated in your confirmation:
2.4 Subcontracting. We may use vetted subcontractors or partner carriers to perform any part of the Services. These Terms apply to their work as if performed by us.
3.1 Deposit to secure date (non-refundable). A non-refundable deposit (typically CAD $50–$250, as shown at booking) secures your date and is applied to your final bill. If you reschedule with at least 48 hours’ notice, we will apply your deposit as a credit to a new date within 90 days, subject to availability. If we cancel and cannot offer a reasonable alternative, we will refund the deposit.
3.2 Estimate payment before start. On service day and before work begins, you must pay the estimate amount shown on your confirmation (less deposit). Accepted methods may include card, bank transfer, Interac e-Transfer, or bank transfer (availability varies by region). If payment is not received, we may delay or refuse service.
3.3 Reconciliation at completion. At Job completion, we reconcile based on actual time, distance (km), Materials, accessorial charges, and taxes. If the actual total is less than the estimate, we refund the difference. If greater, you must pay the balance immediately.
3.4 High-risk staged billing. For high-risk Jobs, we may:
3.5 Card on file & authorizations. You authorize us and our PCI-compliant processor to:
3.6 Interac e-Transfer / bank transfer. If you pay via Interac e-Transfer or bank transfer, you authorize verification, fraud checks, and payment confirmations by the payment partner(s). We do not store your full bank credentials.
3.7 Failed/returned payments. You are responsible for NSF/returned-payment fees and any third-party processing fees we incur. We may suspend or withhold delivery until cleared funds are received.
3.8 Chargebacks and fees. If you initiate a chargeback contrary to these Terms and we prevail, you are responsible for our reasonable administrative, attorney, and processing fees, plus any interest permitted by law.
3.9 Late payment & interest. Overdue balances may accrue interest at the lesser of 2% per month (24% per annum) or the maximum permitted by law, plus reasonable collection costs.
4.1 Hourly/time-based charges. Billed for actual crew labor, including packing/unpacking, loading/unloading, assembly/disassembly, wait time caused by access or customer-related delays, and reasonable breaks per law.
4.2 Distance/transport. Kilometres are measured using industry-standard mapping (actual route may vary due to traffic or restrictions). Tolls, ferry fees, and required permits are chargeable.
4.3 Materials. Materials used are charged at prevailing rates unless included in your package.
4.4 Accessorial charges (examples):
4.5 After-hours/holiday rate. Jobs outside standard hours or on statutory holidays may carry premium rates.
5.1 Arrival windows. We provide an arrival window, not a guaranteed start time, due to traffic, weather, prior Job overruns, and safety.
5.2 Your obligations. You must have keys, elevator bookings, parking arranged, and premises ready. Time spent waiting for access is billable.
5.3 Rescheduling. Subject to availability. Fees may apply for last-minute changes (e.g., within 48 hours) or increased scope. Deposits are handled per 3.1.
5.4 Cancellation. Deposits are non-refundable. Additional cancellation fees may apply if you cancel within the period stated on your confirmation (e.g., 48 hours) or after crew dispatch. If we must cancel due to unsafe conditions, non-payment, or misrepresentation, charges for time and costs incurred will apply.
5.5 Force majeure. We are not liable for delays or non-performance due to causes beyond our reasonable control (e.g., severe weather, road closures, strikes, government actions, utility outages, emergencies, or third-party failures). We will use reasonable efforts to mitigate and reschedule.
6.1 You pack; you seal. Unless you purchased packing services, you are responsible for packing and sealing boxes that can be safely carried. We may refuse to carry open or overfilled boxes.
6.2 Drawers and contents. Furniture should be emptied. We are not responsible for loss/damage to items left in drawers or unsecured containers.
6.3 Prohibited items. No hazardous, illegal, perishable, or live items (e.g., fuel, aerosols, paint, chemicals, firearms/ammo, illegal substances, live plants/animals) unless explicitly permitted by law and by us in writing.
6.4 Disassembly/assembly. We may disassemble/assemble standard items where safe and reasonable. Complex systems (custom furniture, wall mounts, light fixtures) should be handled by specialists.
6.5 Building rules. You must arrange elevator reservations, loading dock times, COI (if required), and comply with building rules. Additional charges apply if we need to return or wait due to missing arrangements.
6.6 Parking. You are responsible for legal and safe parking access. If none is available, we may park as close as reasonably possible; you bear resulting tickets/fines attributable to your instructions.
7.1 No plumbing/gas. We do not connect/disconnect gas, water, or hard-wired appliances unless expressly stated in your confirmation and performed by a qualified professional arranged by you.
7.2 Appliance liability. We are not liable for leaks, electrical/plumbing issues, or manufacturer defects. Defrost, drain, and secure appliances before service.
7.3 Fragile or high-value items. Tell us in writing in advance. We may require special packing or decline items that cannot be safely moved.
7.4 Pressboard/ready-to-assemble furniture. Such items are prone to weakness and cosmetic damage when moved. We are not responsible for inherent vice (see Section 9.3).
7.5 Pianos, safes, oversized items. Require disclosure and may incur specialty crew/equipment fees or additional lead time.
8.1 Operational records (consent). You consent to our collection of time-stamped photos or short videos of access points, truck position, item condition, and completed rooms, and to GPS/telematics logs, solely for safety, quality control, billing reconciliation, and claims handling. We do not publish customer images without consent, except as required for legal/insurance purposes. Processing is governed by our Privacy Policy.
9.1 Inspection on delivery. You (or your representative) should inspect items and premises at delivery. Note any visible loss/damage on the work order before the crew departs.
9.2 Claims window. File written claims to support@meridianlogisticsgroup.com within:
9.3 Exclusions (inherent vice and conditions outside our control). We are not liable for:
9.4 Limitations of liability. Unless you purchase separate third-party insurance or valuation coverage in writing, our liability for loss or damage is limited to the lesser of:
9.5 Consequential damages. To the maximum extent permitted by law, we are not liable for indirect, incidental, special, punitive, or consequential damages (e.g., lost profits, missed flights, hotel costs, loss of use).
9.6 Premises protection. We use reasonable floor/wall protection when practicable. Highly polished/soft floors and tight corners increase risk; please notify us in advance so we can prepare or adjust scope.
10.1 Terms. Storage, if offered, is billed monthly in advance. Partial months may be prorated. Late payment may result in denial of access and lien enforcement as permitted by law.
10.2 Lien. To the extent permitted by law, we have a lien on stored goods for charges due (moving, storage, materials, taxes, and fees). We may retain or dispose of goods after required notices if amounts remain unpaid.
10.3 Condition. Goods must be boxed/wrapped appropriately for storage; we are not responsible for deterioration due to inherent vice, pre-existing condition, or normal temperature/humidity fluctuations unless climate control is expressly contracted.
11.1 Withhold for non-payment. We may withhold delivery or remove goods to storage until amounts due are paid. Storage and redelivery fees apply.
11.2 Risk. Risk of loss passes to you when goods are delivered or made available at the destination address, except as otherwise required by law.
12.1 Verification. We may request ID, proof of address, or payment verification to prevent fraud or unauthorized bookings.
12.2 Refusal of service. We may refuse or discontinue Services if we reasonably suspect fraud, unsafe conditions, or breach of these Terms.
13.1 Good-faith resolution. Contact support@meridianlogisticsgroup.com with your order number and details. We aim to resolve disputes promptly.
13.2 Arbitration (optional), small claims preserved. To the extent permitted by law, the parties may mutually agree in writing to resolve a dispute by binding arbitration in Toronto, Ontario, administered by a recognized arbitration body, in English, on an individual basis. Nothing in these Terms prevents you from bringing a claim in small claims court or exercising non-waivable consumer rights. Class/collective actions are waived to the extent permitted by law.
13.3 Governing law. These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflicts of law. Mandatory consumer protection laws of your province of residence still apply where required.
Nothing in these Terms limits rights you have under applicable consumer protection laws. Where a term conflicts with a non-waivable statutory right, the statute controls.
We may update these Terms from time to time. The “Effective date” above shows the latest version. Material changes will be communicated by posting an updated notice on our websites and, where appropriate, by direct notice.
By booking, paying a deposit, or allowing our crew to begin work, you accept these Terms. These Terms, together with your written confirmation, estimate, and any signed addenda, form the entire agreement and supersede prior communications on the same subject. If any provision is found unenforceable, the remainder remains in effect.
You can submit complaints to support@meridianlogisticsgroup.com or +1 844-334-6736 (Mon–Fri, 9:00–6:00 local time). We acknowledge within 1 business day, assign a case owner, and aim to resolve within 10 business days (complex cases within 30 days, with interim updates every 5 business days). If you remain dissatisfied, you may request a written Final Response and pursue the dispute options in Section 13.