FAQ and Terms and Conditions Summary in Layperson’s Terms
(only for your convenience – if there is a dispute, we will be following the original one, which is below)
- What are Simple Moves liable for?
- Simple Moves is liable for your items, except for the exceptions. We have Cargo insurance to cover your goods while in transit or while in our hands. We have liability coverage if your home/building is damaged from moving, adequate ICBC insurance if we cause damage with our vehicles and WCB Insurance if the movers sustain an injury.
- If we did not pack AND unpack your boxes, we are not liable for damages, except if we drop your box and things break inside. Then we are liable for the specific items that broke. If the broken items come from a set, we are liable for what is broken and not the whole set.
- Your TVs (or other electronics) are insured and covered only if we drop them and they break. If there is no new, obvious damage to the frame of the TV (or other electronics) then it isn’t insured.
- What is the value of my goods?
- Either it is a depreciated value of the item, not more than $6/cubicpounds and not less than $0.60/cubicpounds.
- Or it is the value that you are declaring, in writing. In that case, your insurance cost goes way up. It makes sense for a client to declare the value of an item to be more than $6/cubicpound when the items is worth a lot more. For example, an expensive painting that is worth $10,000 would make sense to be declared.
- What is a “cubicpound”?
- We came up with this to represent the interchangeability between weight and volume. In short, 1 cubic feet = 7 pounds.
- Back to the classic TV example: “So what happens if you break my TV?”
- We will check if it was really us, by inspecting the box of the TV for damages.
- If we find that the TV’s box is damaged, then we will be liable for repairing it, replacing it or paying for it. It’s up to the Manager of the local Simple Moves branch to determine which option we are choosing. At this point we are not looking at who is right, rather we are working together to get to the bottom of this.
- If we can repair it we will do it asap. If we have to replace it, we will try to find one that is the same or one that is similar in shape, size, colour, and value. If all else fails, we will send you a refund.
- How is the value calculated for a refund?
- We will look at the size and the depreciated value of the item. If it is a TV, for example it is 0.5 ft x 4ft x 3 ft = 6 cubic feet = 42 lbs. That puts the value range between 42 lbs x $6 = $252 and 42 x $0.60 = $25.20. If the TV costs more than $252 to buy, than we will issue you a refund of the maximum value or $252. In case if it can be bought for less than $25.20, you will be issued a refund of the minimum value or $25.20. If it falls in between, we will issue you a refund for the amount it falls to.
- What happens if you break my IKEA cabinet (or similar)?
- We will be extremely sorry and we will try to put it together. If we cannot, we will take away the broken items and safely dispose of them. That’s probably the best we can do for you, and thanks for your understanding.
- What happens if you break or damage a glass/mirror/plant/planter/documents/jewellery/concrete statue/marble/granite/other minerals?
- Either purchase crating services please, from a 3rd party vendor.
- Or we will be extremely sorry, again thanks for your understanding.
- What happens with an item that was repaired before and now it broke in the same place?
- We will refer you to our technician who will be glad to help you, but you will have to cover the costs associated with re-repairing your damaged item.
- What happens with an item that I thought Simple Moves damaged but it might have been at another move?
- We pad-wrap everything, thus minimizing the possibility of damaging your possessions or your home.
- If you discover a damage that you aren’t sure whether it’s new or from a previous move, please show it to us and we will be happy to help in determining what is most likely.
- A typical indicator of an old damage is when the furniture piece has been damaged all over already, but somehow this seems new. If the damage that seems new, is the only one on the furniture piece, it is most likely that it is really new damage.
- What is the claim process?
- Please let us know that you found some damage within 7 business days of the delivery date. We will go from there.
- I cannot find a lampshade, where is it?
- Please unpack every single box before looking for specific items (check your storage locker, too)
- Once you have unpacked and cannot find an item, please contact us. It must be within business 7 days of receiving your shipment.
- What is your booking process?
- One of our Move Organizers will come to your home or office to create a plan, built around your needs. Upon booking your move we will take a deposit of ~50% and on the pick up day of your move, our admin will process the second half.
- If you need to cancel, we will keep $100 of the deposit, but only after the in-home quotation with your Move Organizer.
- Placing a deposit to hold your move, means you have read and accepted these terms and conditions.
- Do you take items that I want to get rid of?
- Only when it is discussed with your Move Organizer.
- In case a Move Organizer does not authorize the removal, it will be added to your Quotation after the move, even if your movers said “yes”.
- Dangerous items or situations
- Sometimes a sofa or a mattress must be hoisted up or down the balcony. Any damage to the item and property will be fully the Client’s responsibility.
- Sometimes a sofa or other large item will not fit through the staircase, particularly in a town-home. Any damage to the item and property will be fully the Client’s responsibility.
- Soil, fertilizer, chemicals, batteries, matches, candles, gasoline, propane and other combustibles are strictly prohibited from our moving vehicles. In case an issue arises from having such items on the truck, any damage to the shipment, truck and property will be fully the Client’s responsibility.
- How long is the quote good for?
- Move Plans are honoured for 30 days after the initial consultation.
TERMS AND CONDITIONS COVERING HOUSEHOLD GOODS MOVED OR STORED
1 LIABILITY OF THE CARRIER
The carrier of the goods that are described in this Bill of Lading is liable for any loss of or damage to goods accepted by the carrier or the carrier’s agent, except as provided in this Bill of Lading.
2 EXCEPTIONS FROM LIABILITY
The carrier will not be liable for the following:
- a) loss, damage or delay to any of the goods described in this Bill of Lading caused by an Act of God, the Queen’s or public enemies, riots, strikes, a defect or inherent vice in the goods, the act or default of the consignor, owner or consignee, authority of law, quarantine, delay caused by mechanical breakdown and extreme weather conditions;
- b) unless caused by the negligence of the carrier or the carrier’s agent or employee:
(i) damage to fragile articles that are not packed and unpacked by the contracting carrier or by that carrier’s agent or employee(s);
(ii) damage to the mechanical, electronic, software or other operations of radios, stereos, clocks, computers, TVs, VCRs, DVDs, appliances, musical instruments and other equipment, irrespective of who packed or unpacked such articles, unless servicing and preparation was performed by the contracting carrier or by that carrier’s agent or employee(s), or there is physical damage to the item caused by the carrier.
(iii) loss of contents of consignor packed articles unless the containers used are opened for the carrier’s inspection and articles are listed on this Bill of Lading’s inventories and receipted for by the carrier.
- c) damage to or loss of a complete set or unit when only part of such set is damaged or lost, in which event the carrier is only liable for repair or recovering of the lost or damaged piece or pieces with depreciation; In the event of property damage, the carrier is only liable to repair the directly affected area to the best of their ability.
- d) damage to the goods at the place or places of pick-up at which the consignor or the consignor’s agent is not in attendance and cannot give a receipt for goods picked up;
- e) damage to or loss of the goods at the place or places of delivery at which the consignee or the consignee’s agent is not in attendance and cannot give a receipt for goods delivered.
(iv) exceptions regarding Clients’ property and specific items
- damage to items or property in spaces deemed tight for moving particular items (eg. modern townhomes)
- damage to items or property when ‘hoisting’ items
- damage to walls after Employees of the Company dismount furniture mounted to a wall (eg. TVs or bookshelves)
- dismantling or rebuilding cribs
- mounting furniture on walls
For the purpose of paragraph (b), the burden of proving the absence of negligence is on the carrier.
Subject to Article 4, the amount of any loss or damage for which the carrier is liable, whether or not the loss or damage results from negligence of the carrier or the carrier’s employees or agents, is to be computed on the basis of the value of the lost or damaged article(s) at the time and place of shipment (including the freight and other charges if paid and the duty if paid or payable and not refundable) unless a lower value has been represented in writing by the consignor or has been agreed on between the parties to this Bill of Lading, or is determined by the classification or tariff on which the rate is based, in any of which events such lower value is the amount that governs the computation of the maximum liability of the carrier which will not exceed the weight of the item multiplied by the value declared by the shipper.
4 MAXIMUM LIABILITY
- a) The amount of any loss or damage computed under Article 3 must not exceed the greater of
(i) the value declared by the shipper, or
(ii) Six ($6.00) dollars per pound computed on the total weight of the shipment or item.
provided that if the consignor, in writing, releases the shipment to a value of sixty (.60) cents per pound per article or less the amount of any loss or damage computed under Article 3 must not exceed such lower amount. Salvage Clause: Where replacement or total loss payment of an article is made, the Company at its sole option, shall have the right to salvage of the article. Furthermore, no article may be abandoned to the Company.
- b) If paragraph (a) (i) or (ii) applies, additional charges to cover the additional coverage over sixty (.60) cents per pound per article must be paid by the consignor.
NOTE: In such instance, additional charges to cover the value declared above sixty (.60) cents per pound per article will be paid by the consignee, consignor, owner or authorized agent. The minimum declared value will not be less than six ($6.00) dollars per pound. In the event that an item is lost or damaged beyond repair the value, you have declared will be used to determine the settlement amount. The weight of the item is multiplied by the value declared to determine the settlement amount.
5 CONSIGNOR’S RISK
If it is agreed that the goods are carried at the risk of the consignor of the goods, that agreement covers only those risks that are necessarily incidental to transportation and the agreement does not relieve the carrier from liability for any loss or damage or delay that may result from any negligent act or omission of the carrier or the carrier’s agents or employees, and the burden of providing absence of negligence is on the carrier.
6 NOTICE OF CLAIM
- a) A carrier is not liable for loss, damage or delay to any goods carried under this Bill of Lading unless notice of the loss, damage or delay setting out particulars of the origin, destination and date of shipment of the goods and the estimated amount claimed in respect of such loss, damage or delay is given in writing to the original contracting carrier or the delivering carrier within 7 days after delivery of the goods.
- b) Either the original contracting carrier or the delivering carrier, as the case may be, must acknowledge receipt of the claim within 7 days after receipt of the claim.
NOTE: Exceptions noted and receipted at the time of delivery do not constitute a notice of claim to the original contracting carrier or delivering carrier.It is the consignee, consignor, owner or authorized agent’s responsibility to forward written a notice of claim as laid out above.
7 ARTICLES OF EXTRAORDINARY VALUE
A carrier is not bound to carry any documents, currency, jewellery, antiques or any articles of extraordinary value unless by a special agreement to do so. If such goods are carried without a special agreement and the nature of the goods is not disclosed on the face of this Bill of Lading, the carrier is not liable for any loss or damage, in excess of the maximum liability stipulated in Article 4 of these Conditions of Carriage.
8 DANGEROUS GOODS
Every person, whether as principal or agent, shipping explosives or dangerous goods without previous full disclosure to the carrier as required by law, must indemnify the carrier against all loss, damage or delay caused by those explosives or dangerous goods, and such goods may be warehoused at the consignor’s risk and expense. Any liquids, powders, dyes and other substances that can leak, spill or seep into the shipment or that of others creating loss or damage can render the party responsible for all costs associated with said loss or damage. The carrier will not accept articles which cannot be taken into or out of premises without causing damage to the article or premise unless the consignor, consignee, owner or authorized agent assumes liability in writing.
9 IKEA TYPE ASSEMBLED ENGINEERED WOOD FURNITURE
Typically furniture that is manufactured from press-board, particle board and or engineered wood is designed to be packaged in a box for overseas shipping. This greatly reduces shipping costs and consumers “build” the furniture at home with basic instructions or a store may assemble it for their customers. Some items will not fit in or out of rooms unless dismantled which can be time-consuming and difficult. Especially if there are no manuals available. Some items will fit out of homes assembled and consumers prefer to move the items without taking them apart again only to rebuild them later. Therefore some items are moved assembled at the customer’s request. Damages typically occur because the furniture is not engineered to be moved after initial assembly. Overall low-grade materials may result in damage and as a carrier, we will be as careful as possible and not liable for any damage/breakage due to this inherent vice. Even dismantling and rebuilding particle board makes the joints weaker each time this is done. The assembled materials are not structurally sound for moving and the carrier is not liable for any damage or breakage. Please ask your move manager for any further details to ensure you fully understand all available options you have in the handling of these items. Maximum valuation in the event of a dispute is 60 cents per pound per article.
10 Move Organizers must authorize junk disposals. Unauthorized furniture disposals will be added to the invoice without notice, regardless of the movers’ acceptance.
11 GOVERNING BODY
This contract shall be governed by and construed in accordance with the laws of the Province of British Columbia, Canada, any dispute shall be determined by and the parties agree to submit any such dispute to the Courts of the Province of British Columbia having jurisdiction.
12 QUOTE ACCEPTANCE
- Deposits are required to secure space in the moving schedule. This is typically 50% and is required to be paid by credit card.
- If the move day is changed, the deposit will be transferred to the new moving day. If the move is cancelled after a Quotation was done, Simple Moves will retain one hundred dollars ($100.00) for an “Administration Fee”.
- The balance is due on the day of pick up.
- By choosing to hire Simple Moves and placing a deposit on a move, the consignee agrees to the conditions of carriage as outlined in this document.
- Move Plans are honoured for 30 days after the initial consultation. After 30 days we may change the final price to reflect changes in our costs, especially because of changing seasons.
- We appreciate your business and if there is anything that you would like us to know about, please call immediately. Thank you.
- For cash payments, we lower the cost by 3% – please ask for it (better than any cashback or points cards).
- Update: October 17, 2017