Frequently Asked Questions.
Our guidelines and terms
No hidden surprises!
Hi there! Please read our guidelines and accept at the end.
In order for your move to happen smoothly, we ask you to please prepare a few things before we arrive.
- Please have all of your belongings packed and ready to go for your move at the agreed-upon date. To make things easier for our Mates, please: Separate your furniture, luggage, large boxes, and smaller items
- Indicate which boxes are fragile and how they should be oriented
- Empty all furniture drawers
- Secure your dresser drawers and closet cabinets with tape
- Arrange items and boxes you are moving from largest to smallest. Larger items should be placed closer to the door
- Make sure the path to the door and to the street are clear of small items or obstacles
If there is an elevator in your building, please arrange for it to be available for the Mates on the day of the move. Any significant delays caused by elevators that are not reserved may result in extra charges. Please secure parking for our vehicles in areas where there is no space to double park. Our vehicles require a parking space of about 2 to 3 car lengths. Ask neighbours ahead of time to move their cars to avoid unnecessary delays.
Please secure parking for our vehicles in areas where there is no space to double park. Our vehicles require a parking space of about 2 to 3 car lengths. Ask neighbours ahead of time to move their cars to avoid unforeseen delays.
If you are riding along with our Mate, all customers should ensure that they follow COVID regulations and wear masks at all times while sitting in the truck with our Mate. Mates have the right to deny your ride if you don’t follow our regulations.
We ask you to please respect these guidelines and plan ahead so you’re packed and ready to go in order to avoid any surprises.
Please note that the price displayed and estimated time, are based on the details provided during the booking process. Any changes to the move details, undisclosed items or location inaccuracies will result in extra charges.
Thank you for understanding.
If you have any further questions, please feel free to contact us.
Yes, you can. We also support our customers with just Mates – Helpers, who can help you with packing and moving. The mates will be charged at $45 per mate, per hour.
If any item is damaged during the time frame of a move, please ensure that you have taken a picture of the same. You have 48 hours after the end of the move to report the damage to us if no solution is found with the Mate. If the damage is proven to have occurred during the move, we will work with you and our mate to address the problem. Our Mates are professional movers who are involved with MoveMate and are trained in the best and safest methods to move your items safely. Unfortunately, accidents and accidental damages happen at times. Movemate and our Mates are constantly working to ensure that you feel secure and comfortable with our services.
Yes. MoveMate offers long-distance moves. The pricing will be different from a standard move. You can request your quote in the chat below.
We currently accept Visa and MasterCard credit cards, Visa Debit and PayPal payments.
MoveMate does not have insurance to cover passengers, therefore both drivers and passengers are advised to proceed with caution.
You will be charged the estimated price written on your invoice. MoveMate does not provide price discount in this event.
MoveMate connects you with local movers who will help you move your objects from Point A to Point B. Our Mates (movers) will come to your pickup location, load your belongings into our trucks and transport them to your chosen location. Our Mates uses pickup trucks, vans, and box trucks for moving your belongings, and that varies by what you will need to be moved.
Absolutely! You can use MoveMate to transport anything from one location to another. Did you buy furniture at a store, but they charge too much for shipping, choose MoveMate! Bought something through kijiji, but you can’t take it home, use MoveMate! Anytime you need something moved, MoveMate is here to help.
We don’t offer insurance because your current renters or home liability insurance covers your belongings during your move, if you have one, which holds true in 90% of cases.
Currently, MoveMate does not offer the service of packaging your belongings. Unless it is a larger piece of furniture, we do use blankets for protection during transport, but all smaller items should be packed into boxes.
Yes, there is an overtime fee of 2x the hourly rate for every 15 minutes gone over the requested time period. Take the following example:Julia booked a move for 10am to 12pm and asks for 1 helper. The move ends at 12:35pm. The cost before overtime would have been $120+tax. After overtime it is $180+tax ($120 from before overtime + $60 for 30 minutes of overtime).
If you are asked to pay an overtime fee, and you don’t think it is warranted, chat with us, send us an email at email@example.com or call at 514-612-8402 with your detailed claim and a representative will help solve the issue. It’s crucial for us at MoveMate to make your move as simple and pleasant as possible.
At MoveMate, we train our employees to be efficient while keeping themselves and your belongings safe when they conduct your move. If your move goes longer than you had requested, then MoveMate may charge an overtime fee. To avoid this fee, plan more time than you initially expect, and if you need help, chat with us, we are here to help!
When you book a move through MoveMate, we ask for your payment information, but we don’t charge your card immediately. We will only charge when the move is completed or in case of a cancellation (if applicable).
There are no hidden fees or transaction costs with MoveMate. At MoveMate, we strive to be as transparent with our customers as possible. Our app tells you instantly what the cost of your booking will be BEFORE you confirm any form of payment.