Terms of Service

1. Conditions of Carriage & Waiver of Liability

1.0 Crew Time

Firemen Movers Inc. (FMI) endeavors to complete each move in the most productive and safe manner possible. Unless specifically agreed to in writing before the move, Crew Time will start when the crew arrives at the origin and end when the crew completes the move at the final destination, plus applicable travel time noted on the FMI Order Confirmation.

2.0 Factors Affecting Moving Time

Please note that the following will influence the total time required to complete your move and cannot be controlled by FMI:

1. The preparedness of the customer on moving day, and the amount and weight of contents being moved.
2. The distance between the home and contents and the truck, as well as the number of stairs at origin and destination.
3. Availability and capacity of elevators, if required.
4. Distance and traffic congestion between the origin and destination, and the number of trips required to complete the move.
5. Inclement weather.
6. Delays due to closing of real estate transactions or availability of keys.

3.0 Maximum Crew Working Time

The maximum working time for any crew is 14 hours including travel time, unless otherwise agreed to in writing.

Moves that are not complete after 14 hours have elapsed will need to be completed at a later date.

FMI cannot be held liable for any costs incurred by the customer resulting from a failure to complete the move within the 14-hour period.

4.0 Liability Coverage

FMI provides Released Value Protection at no additional cost, which limits liability to a maximum of $0.60 per pound for each item being handled.

FMI's maximum liability for damage caused to surrounding structures including doors, floors, walls, driveways, etc. is $500.00, or 10% of the invoice value, whichever is less.

Market Value Protection is available at an additional cost and must be agreed to in writing prior to the move.

Market Value Protection means that FMI will, at its own option, replace or repair the item to its condition prior to the move.

The maximum liability for any one item or set of items will be $7.00 per pound, unless otherwise agreed to in writing prior to the move.

Maximum liability for contents or cargo under any single occurrence is limited to $75,000.00 unless otherwise detailed and agreed to in writing prior to the move.

5.0 Exclusions From Liability

Irrespective of the liability limits selected by the customer or who provides packing and preparation services for the move, FMI shall not be liable for any claim resulting from:

1. Loss, damage or delays caused by an Act of God, riot, insurrection, strikes, or negligence of the customer, consignor or consignee.
2. Items that have pre-existing damage or prior repairs, as well as losses or damages not directly caused by FMI; damages resulting from an inherent vice or damages deemed consequential damages by FMI.
3. Damage to any item left unpacked by the customer, including mattresses, vases, pictures, mirrors, bikes, speakers, etc. Padding or wrapping these articles by FMI or its agents is not considered packing and therefore exempt from liability.
4. Loss or damage to any article where the customer is not in attendance at origin or destination, or during apartment-type moves.
5. Contents of boxes not packed and unpacked by FMI, or marble, granite, glass or antique items not packed and crated and unpacked by FMI or a company or service approved by FMI, or high-value items such as rare stamps, jewelry, cash, etc.
6. Articles of sentimental or intangible value such as photographs and letters, or data and applications stored on computers.
7. Articles with an extraordinary and/or estimated or appraised value, such as works of art, unless specifically declared, described and detailed along with corresponding values prior to the move in order to qualify for Market Value Protection and remain in the continuous custody of FMI during the entire move process.
8. The inner workings of appliances, electronics, machinery, exercise equipment, TVs, clocks, musical instruments, etc., regardless of who packed such items.
9. Loss or damage to complete sets such as furniture, appliances or similar items. If one item of a set is lost or damaged, compensation will only be available for the single item lost or damaged.
10. Damage to furniture constructed from pressboard, particle-board material, such as IKEA brand furniture and similar items, and any self-assembled furniture unless it is completely disassembled prior to the move.
11. Damage to walls, stairs or doors that occurs when FMI is moving an item with less than 2.5 cm of clearance between all sides of the item and walls, doors or stairs; or damage to cargo or surrounding structures during hoisting.
12. Damage resulting from insects, leakage, vaporization, deterioration, freezing or similar effects while in transit.
13. Damage resulting from transportation of materials classified as dangerous or hazardous by applicable government agencies. Such materials are specifically exempt from all coverage offered by FMI. The customer also indemnifies FMI for damage to FMI equipment, cleanup costs and/or injuries to FMI staff resulting from exposure to such materials.
14. Loss or damage to contents while stored with FMI unless a warehouse agreement exists in writing with FMI and each item is described on an inventory prepared by FMI and approved by the customer.

6.0 Undelivered Goods

Where, through no fault of FMI, customer contents cannot be delivered, FMI will immediately provide notice to the customer and request disposal instructions.

Pending receipt of disposal instructions, FMI may either place the goods into storage at an FMI facility or a public storage location.

The customer will be responsible for all reasonable charges for storage, offloading, loading or re-delivery. In such cases, all FMI liability for loss and damage will be waived.

All goods are subject to a lien for all lawful charges.

7.0 Parking Tickets

FMI customers will be liable for parking tickets incurred by FMI while loading or unloading at origin or destination.

For additional information on FMI terms and coverage, or to submit a claim, please contact us at (416) 225-5733.

2. Enhanced Liability Protection

Understanding Your Moving Protection with Firemen Movers

At Firemen Movers, we believe our clients should understand exactly what protection is available for their belongings before moving day.

When you hire a professional mover, there is a basic level of carrier liability that applies to your shipment. However, standard liability may not reflect the actual value of your belongings because it is generally calculated based on the weight of the item rather than its purchase or replacement cost.

Standard Carrier Liability

The standard or "released valuation" level of protection is generally based on $0.60 per pound ($1.32 per kg) per article, subject to applicable requirements and the mover's terms and conditions.

For example, if a 100-pound item were damaged beyond repair, the standard released valuation could result in liability of approximately $60, regardless of whether the item originally cost $500, $1,000 or more.

What Is Firemen Movers' Enhanced Liability?

Firemen Movers offers Enhanced Liability Protection for clients who want additional protection beyond the standard released valuation.

Enhanced Liability provides protection calculated at $7 per pound, subject to the terms, conditions, deductible and coverage limitations outlined in the Agreement for Moving Services and Damage Claims documentation.

The standard Enhanced Liability charge is $135 per move, unless a different amount is specifically identified in your proposal.

Enhanced Liability Is Subject To:

• A maximum coverage limit of $500 per premium purchased.
• The terms and conditions contained in the Agreement for Moving Services.
• The applicable Damage Claims procedure.
• Any applicable $250 deductible.
• The requirement that the damage be eligible for consideration under the agreement.
• Firemen Movers' right to repair or restore an item where appropriate.
• The applicable $7-per-pound calculation, where applicable under the program.

Why Do We Offer Enhanced Liability?

Moving involves handling, transporting and positioning your belongings. While our crews take significant care to protect your property, unforeseen damage can occasionally occur.

Enhanced Liability gives clients the opportunity to obtain a higher level of contractual protection than standard released valuation.

We want our clients to make an informed decision about the level of protection they want for their move.

How Does CAM's Guidance Relate?

The Canadian Association of Movers encourages consumers to understand the level of liability offered by their moving company and the difference between standard released valuation and additional protection.

Firemen Movers' Enhanced Liability is our own contractual protection program. The specific $7-per-pound calculation, $135 charge and $500 maximum coverage limit are Firemen Movers' terms and should not be represented as a CAM-prescribed rate or CAM insurance product.

What Happens If Damage Occurs?

If damage occurs, please notify Firemen Movers within the applicable timeframes outlined in the Damage Claims documentation.

1. Reviewing the reported damage and supporting documentation.
2. Determining whether the claim falls within the applicable terms and conditions.
3. Determining whether the item can be repaired or restored.
4. Where repair is not reasonably possible, evaluating the applicable liability under the selected protection.
5. Applying the applicable deductible and coverage limitations.

Firemen Movers reserves the right to repair or restore damaged items where appropriate.

While we will make every reasonable effort to restore an item to its previous condition, we cannot guarantee that a repaired item will look exactly as it did before the damage occurred.

Standard Liability vs. Enhanced Liability

Our Commitment to Transparency

We believe the best time to understand your moving protection is before moving day—not after damage occurs.

Your selected level of protection and the applicable terms are provided as part of your moving documentation. We encourage you to read the Agreement for Moving Services and Damage Claims documentation carefully and contact us with any questions before your move.

3. Special Handling & Moving Conditions

Pressboard / Particle Board Furniture

Pressboard, particle board, MDF, flat-pack and similar furniture can be moved; however, these items will only be moved on an "AT YOUR OWN RISK" basis.

Due to the construction and materials used in these items, they may be susceptible to cracking, splitting, breaking, loosening or structural failure during handling, disassembly, transportation or reassembly.

Firemen Movers Inc. will exercise reasonable care when handling these items; however, the customer accepts the inherent risks associated with moving pressboard and particle board furniture.

Glass, Marble, Artwork, Mirrors, Lamps & Ceramic Décor

The following items must be properly protected prior to the moving crew's arrival:

• Glass
• Marble
• Artwork
• Mirrors
• Lamps
• Lampshades
• Ceramic décor
• Other fragile or highly breakable decorative items

These items should be properly protected with bubble wrap and placed in appropriate boxes or crates before the crew arrives.

Firemen Movers Inc. does not bring packing materials, including boxes, bubble wrap, packing paper or other packing supplies, on the day of the move unless packing materials or packing services have been specifically requested and arranged prior to the scheduled move date.

Customers are responsible for ensuring that fragile items are appropriately prepared for transportation unless packing services have been arranged in advance with Firemen Movers Inc.

Plants

Firemen Movers Inc. does move plants and will make reasonable efforts to protect the plants and their pots during transportation.

However, plants and pots are inherently fragile and may be susceptible to damage during handling or transportation. Firemen Movers Inc. cannot guarantee that plants, pots, soil, branches, leaves or other components will remain undamaged.

Customer Acknowledgement

By receiving these documents and proceeding with the scheduled move, the customer acknowledges that they have been provided with, and had the opportunity to review, the above Special Handling & Moving Conditions.

• Pressboard and particle board furniture is moved on an "AT YOUR OWN RISK" basis.
• Applicable fragile items must be properly packed and protected before the crew's arrival unless packing services have been arranged in advance.
• Packing materials will not be provided on moving day unless specifically requested and arranged prior to the move.
• Firemen Movers Inc. will make reasonable efforts to protect plants and their pots but does not guarantee against damage.

Customers are encouraged to contact Firemen Movers Inc. prior to the move if they have questions regarding the preparation, packing or transportation of any item.

PLEASE RETAIN THIS NOTICE FOR YOUR RECORDS.

4. Additional Charges & Unforeseen Circumstances

At Firemen Movers Inc., we carefully plan every move and make every reasonable effort to provide accurate estimates and complete your move as scheduled.

However, certain circumstances may arise that are outside of our control and may result in additional time, labour, travel, accommodation or other expenses.

By confirming your move with Firemen Movers Inc., you acknowledge and agree to the following terms.

4.1 Unforeseen Circumstances & Additional Expenses

Additional charges may apply when circumstances beyond the reasonable control of Firemen Movers result in additional time or expenses.

Examples include, but are not limited to:

• Severe weather conditions, including snowstorms, heavy rain, flooding or unsafe road conditions.
• Road closures, accidents, construction or unexpected traffic delays.
• Mechanical breakdowns or vehicle emergencies.
• Ferry delays or cancellations.
• Delays obtaining access to the pickup or delivery location.
• Elevator delays or building access issues.
• Keys not being available when the crew arrives.
• Delays caused by property management, concierge, building staff or third parties.
• Customer-requested changes to the moving schedule, services or destination.
• Additional packing, unpacking, moving or handling services requested on moving day.
• Key wait or waiting time.
• Any other circumstance that results in additional labour, travel, accommodation or operating expenses.

Firemen Movers will make every reasonable effort to communicate anticipated additional charges to the client as soon as reasonably possible.

4.2 Key Wait & Waiting Time

Clients are responsible for ensuring that the crew has timely access to the pickup and delivery locations.

Key wait or waiting time may occur when the crew is ready to work but cannot proceed because of circumstances such as:

• Keys are not available.
• Closing or possession has been delayed.
• The building or residence is not accessible.
• An elevator is unavailable.
• Property management or concierge has not provided access.
• The client or another party has not arrived to provide access.
• Any other client-related delay prevents the crew from proceeding.

Key wait and applicable waiting time will be treated as labour time.

The first 10 hours of labour are charged at the applicable regular labour rate. Any key wait or waiting time occurring after the first 10 hours of labour will be charged at time and a half (1.5×) the applicable regular labour rate.

4.3 Labour & Travel Time

4.4 Statutory Holiday Rates

If moving services are required on a statutory holiday, labour performed on that day will be charged at time and a half (1.5×) the applicable regular labour rate, where applicable.

Travel time, accommodation and other applicable expenses will continue to be charged separately.

4.5 MTO Hours of Service & Driver Safety

Firemen Movers Inc. is committed to complying with applicable Ministry of Transportation (MTO) Hours of Service requirements and transportation safety regulations.

For drivers subject to applicable MTO requirements:

• A driver cannot drive more than 13 hours in a day.
• A driver cannot drive after accumulating 14 hours of on-duty time in a day.
• Drivers must take the required off-duty periods before resuming driving.

On-duty time is not limited to driving. Depending on the circumstances, it can include activities such as loading, unloading, inspections and certain waiting periods.

These requirements are mandatory and are in place to protect our crew, our clients and the public.

Firemen Movers cannot continue driving or working simply because a client is willing to pay additional charges if doing so would cause the driver or crew to exceed applicable legal or safety limits.

Safety and legal compliance will always take priority over completing a move within the originally estimated timeframe.

4.6 Long-Distance Moves & MTO Delays

Long-distance moves can be affected by distance, traffic, weather, road conditions, customer-related delays, key wait, loading or unloading delays and other unforeseen circumstances.

If a long-distance move reaches applicable MTO Hours of Service limits before the move can be completed, the driver and/or crew may be required to stop and continue the move after the required rest period.

When this occurs, additional expenses may be charged to the client, including:

• Additional labour after the first 10 hours of labour.
• Additional travel time.
• Hotel accommodations for the moving crew.
• Meals or other reasonable travel-related expenses, where applicable.
• Additional transportation or operating expenses necessary to safely complete the move.

4.7 Employee Hours & Safety Requirements

Firemen Movers Inc. is committed to complying with applicable employment standards, transportation regulations, workplace safety requirements and MTO Hours of Service requirements.

Our employees and drivers must receive the required rest periods and cannot be required to continue working or driving beyond applicable legal or safety limits.

While we will always make every reasonable effort to complete your move as efficiently as possible, the safety and well-being of our employees, clients and the public takes priority over the originally estimated completion time.

If legal or safety requirements prevent the crew from continuing, the move may need to be paused and resumed at a later time or on the following day.

Any resulting additional expenses may be the responsibility of the client.

4.8 Client Acknowledgement

5. Damage & Claims Reporting Requirements

5.1 Claim Review Requirements

• Full payment for the moving services must be received before any damage claim will be reviewed.
• A claim must include sufficient information and photographs to allow Firemen Movers Inc. to assess the reported damage. Additional documentation, photographs, receipts or other information may be requested as part of the claims review process.
• Submission of a claim does not constitute an admission of liability by Firemen Movers Inc. Each claim will be reviewed based on the circumstances of the incident and the applicable terms and conditions.

5.2 Industry-Standard Measurements & Valuation

When assessing eligible damage and determining the applicable value or coverage, Firemen Movers Inc. uses industry-standard measurements, dimensions and weight calculations.

Where applicable, standard industry weight and measurement guidelines are used to determine the weight, dimensions or applicable value of an item.

Client-provided estimates of an item's weight, size, age, replacement cost or value may not be used where they differ from the applicable industry-standard measurements or valuation methodology.

These industry-standard measurements and weight calculations are used to ensure claims are assessed consistently and objectively.

5.3 Repair or Restoration

Firemen Movers Inc. reserves the right to repair, restore or arrange for the repair or restoration of a damaged item.

While Firemen Movers Inc. will make every reasonable effort to restore a damaged item to its pre-move condition, repairs or restoration may not return the item to its exact original appearance, finish, colour, texture or condition.

A repaired item may show visible differences from its original condition. An exact match or restoration cannot be guaranteed.

5.4 Non-Repairable Items

If an item is determined to be non-repairable, an evaluation must be completed before the value of the damage is determined.

Firemen Movers Inc. uses industry-standard weight, measurements, dimensions and valuation guidelines when determining the value of eligible damaged items, subject to the applicable terms and conditions of coverage.

5.5 Coverage Limit

5.6 Ownership of Reimbursed Items

If reimbursement is issued for an item, Firemen Movers Inc. assumes ownership of the item. The item may be required to be surrendered to Firemen Movers Inc. as part of the claims resolution process.

5.7 Important Reminder

Please inspect your furniture, belongings and property promptly following your move.

• Furniture / contents damage: Report within 7 business days.
• Property damage: Report within 2 business days.