Terms of Service & Carrier Agreement

1. Operating Authority & Regulatory Compliance

Samuels Logistics Group operates as a commercial motor carrier under the laws of the Province of Ontario and the Highway Traffic Act. Our operations maintain Commercial Vehicle Operator's Registration (CVOR) compliance with the Ontario Ministry of Transportation (MTO) and hold commercial general liability and cargo transit insurance policies through Co-operators Insurance.

2. The 2-Hour Minimum Policy & Hourly Billing Architecture

We pride ourselves on honest, straightforward pricing without hidden move-day surcharges:

• 2-Hour Minimum Booking: All moving services are subject to a mandatory two (2) hour minimum charge. If a relocation requires less than two hours of operational time, the baseline two-hour minimum fee remains applicable.
• Hourly Calculation: Billable operational time commences when our commercial vehicle and crew arrive at the origin address and concludes when the final piece of cargo is safely positioned at the destination and the move sign-off is completed.
• Incremental Billing: After the initial 2-hour minimum is satisfied, additional time is billed in transparent 15-minute increments based on our agreed hourly tariff rate.
• Transparent Disclosed Rates: We quote clear rates upfront with zero hidden fees. Standard moves include the services stated in the customer quote. Any applicable stairs, long-carry, travel, fuel, weekend, seasonal, or specialty charges are clearly itemized prior to dispatch.

3. Estimates vs. Actual Operational Duration

Unless explicitly agreed in writing as a "Binding Guaranteed Fixed Quote" based on a verified comprehensive inventory walk-through, quotes provided online or over the telephone are non-binding operational estimates based on the information supplied by the Customer.

Actual move duration is influenced by factors including: the final volume of boxes, unbagged or loose items, customer disassembly requirements, walking distances to parking or loading docks, elevator wait times in high-rise condos, and severe weather delays.

4. Customer Responsibilities & Condo Elevator Bookings

To ensure a seamless moving experience, the Customer agrees to the following responsibilities:

5. Specialty Rigging & Prohibited Hazardous Cargo

6. Cargo Protection, Insurance & Valuation Limits

Samuels Logistics Group takes extraordinary care with every piece of furniture, utilizing heavy quilted moving blankets, floor runners, and ratchet cargo tracks.

• Commercial Coverage: We maintain comprehensive commercial general liability and motor truck cargo insurance policies underwritten by Co-operators Insurance. Certificates of Insurance (COI) can be issued to condo property managers upon advance request.
• Standard Carrier Valuation: In accordance with standard Ontario Conditions of Carriage (O. Reg. 1087 under the Highway Traffic Act), Carrier's basic liability for loss or damage to household goods is $0.60 per pound per article, unless additional declared value protection has been arranged in writing prior to the move.
• PBO Cartons: Carrier is not liable for internal breakage of items packed by the customer (PBO) unless the exterior carton exhibits clear evidence of mishandling or structural crushing caused by Carrier.
• Claims Reporting Window: Any suspected damage or missing items must be documented on the bill of lading upon delivery and formally submitted in writing to dispatch@samuelslogisticsgroup.com within seven (7) days of delivery.

7. Payment Terms, Deposits & Accepted Payment Methods

Payment in full is due on-site immediately upon completion of services, before our commercial vehicle departs the destination address.

• Deposit Policy: For larger moves (3+ bedroom homes, commercial projects, or any job estimated above $1,500), a 20% deposit is required at time of booking to secure equipment and crew. Smaller local moves (studio/1–2 bedroom) do not require a deposit.
• Accepted Payment Methods: We accept Interac e-Transfer (to dispatch@samuelslogisticsgroup.com) and Cash. We do not accept credit cards, ensuring no 3–4% processing markups are passed to the customer.

8. Rescheduling & Cancellation Policy

We understand moving dates can fluctuate due to closing adjustments or condo delays. You may reschedule your booked move for free by providing notice outside 48 hours. If a booking is cancelled within 48 hours of the move date, the booking deposit is forfeited (or for jobs without a deposit, a cancellation fee equivalent to our 2-hour minimum service booking applies).