Customer Terms of Service

Effective date: 2026-09-14
Business: MoveIt Delivery

These terms apply to customers who request quotes or book deliveries. Drivers and carriers are governed by the Driver / Carrier Agreement; affiliates by the Affiliate Agreement; company subscriptions by the Subscription Terms.

1. Acceptance of terms

By creating an account, requesting a quote, or booking a delivery through the MoveIt Delivery website, you agree to these Customer Terms of Service and our Privacy Policy. If you do not agree, please do not use our platform.

2. MoveIt Delivery is a technology platform, not a carrier

MoveIt Delivery operates an online marketplace and dispatch platform. We connect customers who need local delivery and moving services with independent drivers and carrier companies (“Drivers” or “Carriers”) who perform the actual transportation.

Unless otherwise stated in a specific written agreement, MoveIt Delivery does not own the vehicles, employ the drivers, or act as a motor carrier, freight forwarder, broker, or common carrier. The transportation contract for each delivery is between you (the customer) and the Driver/Carrier that accepts or is assigned the job.

MoveIt Delivery's role is limited to providing the website, quote engine, booking workflow, payment processing, and tools that help coordinate the delivery. We may provide dispatch assistance, but we do not take possession of cargo and are not responsible for the physical handling, transport, or custody of goods except to the extent caused by our own negligence, breach of these Terms, or as required by applicable law.

3. Services and proof of delivery

Through the platform you can request local pallet and freight delivery, truck-and-driver day hire, machinery moving, home and apartment moving, and furniture or single-item delivery in Toronto, the GTA, and select surrounding areas. Service levels include next-day, same-day, rush 2-hour window, and exact-time delivery, subject to availability and Driver/Carrier acceptance.

All bookings are subject to confirmation by MoveIt Delivery dispatch and acceptance by an approved Driver/Carrier. Submitting a booking request does not guarantee service until it has been confirmed.

Each completed delivery is documented with geo-tagged before-and-after cargo photos and a signoff from the person on-site at the drop-off location. These records are provided through the customer dashboard and public tracking page as proof of delivery. The signoff confirms that the cargo was received; it does not replace a detailed cargo-condition or damage inspection by the recipient.

4. Quotes and bookings

• Online quotes are estimates based on the information you provide. Final pricing is confirmed by dispatch before pickup and may be adjusted if the shipment details differ from what was entered.
• You must provide accurate pickup and delivery addresses, contact information, pallet counts, weights, dimensions, and any access restrictions (e.g., no loading dock, residential, tailgate required).
• We reserve the right to decline or reschedule any booking that cannot be performed safely, legally, or by an available approved Driver/Carrier.

5. Customer responsibilities

• Ensure freight is properly packaged, palletized, and secured for transport.
• Declare any dangerous goods, hazardous materials, temperature-controlled freight, or special handling requirements before pickup.
• Provide safe loading and unloading access, including adequate space for a box truck or cube van.
• Have an authorized person available at pickup and delivery during the agreed time bracket.
• Confirm cargo weights and dimensions are accurate. Loads exceeding legal limits may be refused or require special permits at additional cost.

6. Cancellations and refunds

• Cancellations made at least 24 hours before the scheduled pickup are eligible for a full refund or credit.
• Cancellations within 24 hours may be subject to a reasonable cancellation fee reflecting actual costs already incurred by MoveIt Delivery and the assigned Driver/Carrier (such as fuel, vehicle allocation, and lost opportunity), up to the full quoted price only if the Driver/Carrier has already departed for the pickup location.
• If you cancel after the Driver/Carrier has been dispatched but before arrival, any refund will be reduced only by documented costs already incurred; if no costs were incurred, a full refund or credit will be provided.
• Nothing in this section restricts any cancellation or refund right you may have under the Consumer Protection Act, 2002 (Ontario) or other applicable law.
• Refunds, where owed, are returned to the original payment method within 15 business days. Promotional or credited amounts are non-transferable and have no cash value unless required by law.

7. Insurance and liability

MoveIt Delivery is a software and dispatch platform. We do not carry cargo insurance or commercial auto insurance on behalf of Drivers or Carriers, and we do not assume the liability of a motor carrier.

• Cargo damage, loss, or delay claims are the responsibility of the Driver or Carrier that performed the delivery, subject to the limits and terms of their own cargo insurance.
• MoveIt Delivery's liability for issues arising directly from our platform or dispatch coordination is limited to the fee paid to MoveIt Delivery for that delivery, except for liability that cannot be excluded or limited under the Consumer Protection Act, 2002 (Ontario), PIPEDA, the Competition Act (Canada), or any other applicable law.
• You must declare high-value goods before pickup. Additional declared-value coverage must be arranged directly with the Driver/Carrier or through your own insurer if the standard cargo coverage is insufficient.

8. Prohibited items

We do not transport illegal goods, hazardous materials not properly declared, live animals, perishable goods requiring temperature control (unless agreed in writing), or items prohibited by law. Dangerous goods must be disclosed and may require separate arrangements.

9. Content and proof-of-delivery photo license

To provide proof of delivery, the assigned Driver/Carrier may capture geo-tagged before-and-after photographs of the cargo at pickup and delivery. When you book a delivery, you consent to MoveIt Delivery and the assigned Driver/Carrier collecting, storing, and using those photographs solely as delivery records through your customer dashboard and, to the extent necessary to confirm delivery, through a tracking page accessible to the intended recipient or authorized contacts designated by you. Photographs will be retained only as long as reasonably necessary for delivery verification, dispute resolution, and legal compliance, and will not be used for marketing or other secondary purposes without your express, separate consent. If you wish to object to photograph capture for a particular delivery, contact bookings@moveit.delivery before pickup; where an alternative proof-of-delivery method is operationally feasible, we will accommodate it. You are responsible for notifying anyone on-site that photographs may be taken. For more details, see our Privacy Policy.

10. Indemnity

To the fullest extent permitted by law, you agree to indemnify and hold harmless MoveIt Delivery and its affiliates from any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising from your breach of these Terms, your inaccurate or incomplete booking information, your failure to make safe loading/unloading access available, or your violation of any law or third-party right in connection with a delivery.

11. Force majeure

Neither party is liable for any delay or failure to perform (other than payment obligations) caused by events outside its reasonable control, including severe weather, road closures, accidents, vehicle breakdown, public-health emergencies, governmental action, labour disputes, or failures of third-party communications or payment networks. If a force majeure event occurs, we will work to reschedule the affected delivery but are not liable for resulting delays.

12. Dispute resolution

The parties will first attempt to resolve any dispute informally by contacting bookings@moveit.delivery. If a dispute is not resolved within 60 days, either party may commence mediation with a mediator agreed by both parties or, if no agreement, appointed under the ADR Institute of Canada rules. Nothing in this section limits any right you have under the Ontario Consumer Protection Act, 2002 or any successor legislation to commence an action in the Superior Court of Justice or to participate as a member of a class proceeding. Any arbitration or court proceeding shall take place in Toronto, Ontario, unless otherwise required by applicable law.

13. Governing law

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein.

14. Changes to terms

We may update these Terms from time to time. We will post the updated Terms on this page with a new effective date and will provide reasonable notice of material changes (for example, by email or through a prominent notice in your account dashboard) before they take effect. Your continued use of the platform after the effective date of the revised Terms constitutes your agreement to the updated Terms. If you do not agree to the revised terms, you should stop using the platform and may terminate your account as described below. Any changes will not affect rights or remedies that cannot be waived under the Consumer Protection Act, 2002 (Ontario), PIPEDA, or other applicable laws.

15. Terminating your account

You are free to terminate your account at any time, for any reason, by contacting us at bookings@moveit.delivery. We may also suspend or terminate your account if you breach these Terms, misuse the platform, or as otherwise described in these Terms. Termination does not relieve either party of obligations for deliveries already booked or performed, and amounts already owed (fees, refunds, or credits) will be settled as applicable.

16. Contact us

For questions about these Terms, contact us at bookings@moveit.delivery or MoveIt Delivery.