Terms of Service

Can I cancel my move?

Yes. Cancellations made 7+ business days before the scheduled move date receive a full refund of any deposit. Cancellations within 3–6 business days receive a 50% deposit refund. Cancellations within 48 hours of the move are non-refundable, as crew and truck resources have been allocated. Long-distance moves with storage-in-transit arrangements may have additional terms — these are detailed on your individual quote document. To cancel, contact our office at (519) 988-6353 or email contact@canadianlf.com during business hours (Monday–Friday, 8 AM–6 PM ET).

What happens if my stuff gets damaged?

All moves include basic valuation coverage at $0.60 per pound per article, as required by Canadian regulation. Full value protection is available at additional cost (typically 1–2% of declared shipment value) and covers repair, replacement, or cash settlement at current market value. Damage claims must be filed within 9 months of delivery. Claims are reviewed within 30 days, and resolution (payment, repair, or replacement) is completed within 60 days. All items are documented on an inventory manifest with condition notes at origin and destination — this documentation is the basis for claim evaluation. High-value items (worth more than $100 per pound) must be declared separately before the move; undeclared high-value items are covered at the standard per-pound rate.

Is the quote really binding?

Yes. A Canadian Life binding quote means the total on your quote is the total on your invoice. The only exceptions: if you add items not included in the original video or in-home survey, or if site conditions at origin or destination differ materially from what was represented (e.g., a 4th-floor walkup described as ground-floor access). Any adjustments are documented and approved by the client in writing before work proceeds. We do not issue non-binding estimates — this has been company policy since our founding in 2013. The binding quote is generated after a 15-minute video survey or in-person walkthrough and delivered to you within 48 hours.

What does my deposit cover?

A deposit of 10–25% of the quoted total (depending on service type) is required to confirm your move date and allocate crew and truck resources. The deposit is applied to your final invoice — it is not an additional charge. Deposit amounts are stated on your quote document. For corporate relocation contracts involving multiple employees, deposit structure is negotiated per contract and specified in the service agreement. The remaining balance is due upon completion of the move (or upon delivery for long-distance shipments).

Who's responsible for building access — me or you?

The client is responsible for securing building access, elevator booking, and parking permits at both origin and destination. Canadian Life will advise you on what's needed during the pre-move assessment — including Certificate of Insurance (COI) requirements, which we issue within 24 hours of request at no charge. If building access is denied on moving day due to missing permits or bookings, standby charges of $95/hour apply. This charge covers crew wages and truck allocation during the wait. We strongly recommend confirming all building requirements at least 72 hours before your scheduled move. Our pre-move confirmation call (typically 2 business days before the move) will include a checklist review of access requirements.

What can't you move?

We do not transport hazardous materials (paint, solvents, propane tanks, ammunition, fireworks), perishable food, live plants (interprovincial — regulations vary by province), or live animals. Firearms must be declared and transported in compliance with Canadian law; we can advise on protocols but recommend consulting the RCMP guidelines directly. Items excluded from coverage under our valuation policy include cash, jewelry not declared in advance, securities, and irreplaceable personal documents — we recommend transporting these personally. If you're unsure whether a specific item qualifies, ask during your video survey and we'll confirm in writing.

How do storage charges work?

Storage is billed monthly per vault (approximately 150 cubic feet per vault). The first month's storage is due upon intake. Subsequent months are billed on the intake anniversary date. No long-term contract required — you can retrieve items with 48 hours' notice. Partial retrievals are available; we locate items by barcode and deliver to your address or make them available for pickup at our Toronto facility. If your account is unpaid for 90+ days, we will attempt contact via phone and email before exercising our lien rights under the Ontario Repair and Storage Liens Act, R.S.O. 1990, c. R.25. Climate-controlled conditions (10°C–22°C with humidity control) are maintained year-round at no additional surcharge — this is our standard facility specification, not a premium tier.

What law governs this agreement?

These terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein. Disputes will be resolved through mediation before any litigation. The parties agree to the jurisdiction of the courts of Ontario. Mediation will be conducted in Toronto. Canadian Life is a registered corporation in the Province of Ontario (Canadian Life Inc.) operating from 500 St. Clair Avenue East, Toronto, Ontario M4T 1C9.

Can these terms change?

Yes. We may update these terms as our services evolve. Material changes will be communicated via email to active clients with at least 14 days' notice before the changes take effect. Continued use of our services after notification constitutes acceptance. The date at the top of this page reflects the most recent update. Previous versions are available upon request by emailing contact@canadianlf.com.