Terms & Conditions of Moving Services

Last Updated: September 2026 • TORX MOVING INC. • Operating across Ontario & Quebec

1. Online Estimates, Quotations & Booking Confirmation

Inquiries and volume calculations submitted via our website forms or estimation wizard represent non-binding preliminary requests based upon customer-provided specifications. A moving date and time window are formally confirmed only upon issuance of a written booking confirmation or formal quotation by our dispatch office and acceptance by the customer.

In accordance with Canadian consumer protection standards (including the Ontario Consumer Protection Act), our written estimates are provided in good faith. Invoices reflect the agreed rate structure and scope of work specified in the formal estimate. Additional charges may apply only if the customer requests additional services (such as extra stops, packing assistance, or assembly), requires transport of undeclared items or unexpected excess volume, or if unforeseen site delays or access obstacles occur that were not disclosed in the original quote request.

2. Cargo Protection, Valuation & Carrier Liability

Unless enhanced coverage is requested and confirmed in writing prior to service commencement, all moves include standard released rate valuation (basic carrier liability) as established under applicable Canadian provincial carriage regulations and set forth in your Bill of Lading.

Carrier Valuation Is Not Insurance: Cargo valuation is a statutory and contractual limitation of the mover's maximum liability, not a full commercial insurance policy. Customers requiring comprehensive replacement value protection for high-value items, fine art, family heirlooms, or delicate electronics may declare such items in advance to arrange supplemental Replacement Value Protection (RVP) or arrange transit riders directly through their personal homeowner or tenant insurance policy.

3. Customer-Packed Boxes & Cartons (Packed by Owner - PBO)

When packing is completed by the customer or third parties other than TORX MOVING INC. crew members ("Packed by Owner" or "PBO"):

• TORX MOVING INC. assumes no liability for mechanical failure, breakage, scratching, or chipping of items packed inside customer-packed cartons, boxes, crates, or containers.
• Liability is strictly excluded for internal contents unless there is visible, catastrophic exterior physical crushing or tearing of the container caused directly by crew mishandling during transport.
• Customers are responsible for ensuring that all cartons are securely packed with appropriate protective cushioning, properly taped along all seams, and not overloaded beyond their weight ratings.

4. Ready-to-Assemble (RTA), Particle Board & Engineered Wood Furniture

Furniture manufactured from pressed wood, particle board, medium-density fiberboard (MDF), or flat-pack ready-to-assemble components (such as IKEA, Sauder, or similar manufacturers) is engineered primarily for stationary home use. The structural fasteners, cam-locks, and dowels in assembled composite furniture are inherently susceptible to loosening, cracking, or tearing from the material under normal road vibration and movement during transit.

TORX MOVING INC. will not be liable for structural damage, joint separation, or surface delamination of assembled particle board or engineered wood furniture. We strongly advise customers to disassemble such items prior to moving day to prevent transit damage.

5. Mechanical, Electrical & Electronic Derangement

Our crews take professional care to pad, wrap, and secure all electronics, appliances, and computer equipment. However, moving crews are not qualified appliance technicians. TORX MOVING INC. does not assume liability for the internal mechanical, electrical, or software functioning of appliances (refrigerators, washers, dryers), televisions, audio systems, computers, or electronic instruments, unless there is clear external physical impact damage directly caused by our handling.

6. Strictly Excluded & Prohibited Items

For public safety, legal compliance, and vehicle safety standards across Ontario and Quebec, TORX MOVING INC. strictly prohibits the transport of:

• Hazardous & Flammable Materials: Propane tanks, gasoline, motor oils, paint thinners, solvents, aerosol cans, fireworks, explosives, firearms, ammunition, corrosive chemicals, and pool chlorinating agents.
• High-Value Personal Property (Must Be Transported Personally by Customer): Cash, currency, negotiable instruments, bearer bonds, stocks, original land deeds, passports, birth certificates, precious metals, fine jewelry, luxury watches, and irreplaceable family documents. The company accepts zero liability for these items under any circumstances.
• Perishables & Living Organisms: Live animals, reptiles, uncrated pets, open food containers, and perishable grocery goods. Non-hardy indoor house plants are transported solely at the customer's risk during sub-freezing Canadian winter weather.

7. Building Access, Elevators, Parking Permits & Winter Safety

The customer is responsible for facilitating safe, unhindered access for our commercial moving trucks and crews at all origin, transit, and destination locations:

• Elevator Reservations: For condominium and multi-story apartment moves, the customer must formally reserve the designated service/freight elevator with building management for the required loading and unloading timeframes. Delays resulting from elevator unavailability or conflicts may result in additional standby time or stair fees.
• Parking Permits & Loading Zones: The customer is responsible for arranging legal commercial parking access, obtaining municipal street parking permits where required (e.g. Toronto, Montreal, Ottawa downtown cores), or securing private driveway permission.
• Winter Walkway Safety: During Canadian winter months, the customer must ensure that all exterior walkways, driveways, exterior staircases, and porch areas are cleared of snow, ice, and slush prior to the crew's arrival. Crews reserve the right to halt work if footing conditions present an imminent slip-and-fall hazard to workers carrying heavy cargo.

8. Severe Weather, Road Closures & Force Majeure

Relocations throughout Ontario and Quebec frequently encounter extreme regional weather, including severe blizzards, freezing rain, flash freezes, zero-visibility whiteouts, and temporary highway closures (such as Highway 401, Highway 417, or Autoroute 20).

TORX MOVING INC. reserves the right to delay, adjust dispatch timing, or reschedule services in the event of severe weather emergencies, government travel advisories, highway closures, or sudden mechanical breakdowns beyond reasonable control. In such events, our dispatch team will maintain active communication with the customer to reschedule services at the earliest safe opportunity without cancellation penalties to either party.

9. Payment Terms & Prohibition of Withholding (No Set-Off)

Payment of all relocation charges is due upon completion of unloading at the final destination address prior to final crew departure, unless alternative corporate billing terms have been established in writing prior to moving day.

We accept Interac e-Transfer, major credit cards (Visa, MasterCard), and certified bank drafts.

Prohibition of Withholding / No Set-Off: Under Canadian transportation regulations and trade standards, the customer agrees that payment for moving services cannot be withheld, offset, or deducted on account of any alleged loss, cargo damage, delay, or unresolved dispute. Service fees must be paid in full as invoiced. Any claims for loss or damage are processed and adjudicated through the formal claims procedure outlined below.

10. Walkthrough Protocol & Damage Claims Procedure

To ensure transparency and mutual protection:

• Pre- and Post-Move Walkthrough: The customer or their designated adult representative must accompany the crew lead on a preliminary walkthrough before loading, and a final inspection of premises and cargo upon completion of unloading before signing the Bill of Lading.
• Noting Damage at Delivery: Any visible damage to property (walls, doors, floors) or transported articles must be noted specifically on the Bill of Lading or Work Order before the crew departs.
• Formal Claim Filing: In the event of a claim, formal written notification must be submitted to our dispatch office within thirty (30) calendar days of the moving date. The submission must include detailed descriptions, high-resolution photographs of the damage, proof of ownership, and a copy of the signed Bill of Lading.
• Account Settlement Requirement: Consistent with moving industry standards, no claim will be evaluated, processed, or settled until all invoiced moving service charges have been paid in full.

11. Cancellation & Rescheduling Policy

Because moving crews and specialized vehicles are reserved exclusively for your scheduled relocation date, cancellations or rescheduling requests must be submitted in writing at least seventy-two (72) hours prior to the scheduled start time. Cancellations or changes made with less than seventy-two hours notice may be subject to an administrative cancellation or rescheduling fee as indicated in your written quotation. Rescheduling requests are accommodated subject to fleet and crew availability along Ontario and Quebec transit routes.

12. Website Use & Informational Disclaimers

The materials, route calculators, and estimation tools on this website are provided for general educational and informational planning purposes. While TORX MOVING INC. endeavors to keep all online information accurate and current, website access is provided on an "as-is" and "as-available" basis. Submitting an online quote request does not constitute a guaranteed reservation or booking until formally confirmed in writing by our dispatch team.

13. Governing Law & Jurisdiction

These terms and any relocation service agreements executed with TORX MOVING INC. shall be governed by and interpreted in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein (or the laws of the Province of Quebec for services initiated and executed wholly within Quebec). Any legal proceedings arising from these terms or relocation services shall be submitted to the competent courts of the applicable provincial jurisdiction.