Two Small Men With Big Hearts Customer Agreement

TERMS & SCOPE OF SERVICES

All written documentation supersedes any verbal discussions and constitutes the binding agreement between the Client and the Company. By proceeding with retaining Two Small Men with Big Hearts Moving as the service provider the customer acknowledges their understanding and agreement to the terms and conditions within.

Payment Terms: It is at the companies complete and sole discretion to request payment before your goods are unloaded, default on payment can result in the company’s right to hold customer goods until payment is made. We accept Visa/Visa Debit, Mastercard, AMEX and Interac Debit. We do not accept cash or cheque payments. Should client refuse or withhold payment it is considered a breach of contract and will be sent to collections, client will be responsible to reimburse the company for all costs that are incurred in collecting payment, including agency fees, legal fees and other related expenses incurred due to this breach, including but not limited to storage fees, re-delivery fees, etc.

Estimates: The Company does not provide in-home assessments and does not offer fixed quotes. All pricing provided is an estimate only. Customer is accountable to provide a complete list by room of goods to be moved. Including, garage, sheds, patio, total number of boxes, etc. Correct and Complete contact information. Correct Pick-up Address/Drop off address or Additional drop offs. Must identify any required additional services: packing service, additional drop-off services, disposal service, etc. Inform if disassembly/reassembly is required (see limitations for more information). Identify what supplies for purchase will be required. Review and ensure that all move parameters are accurate and complete. Significant discrepancies in the inventory, access details, stair count, elevator availability, or location conditions can impact the scope of work.

Customer must incorporate a contingency plan to reasonably prepare for unforeseen circumstances. The Company shall not be liable for; unforeseen circumstances or incorrect information, delays, additional charges, service modifications, loss of time, missed work, loss of income, or costs incurred by the Customer for outsourced services, substitute resources, or any alternative arrangements. The final cost of services is determined by the actual time required to complete the move. The final invoice may include, but is not limited to the following charges as applicable: hourly labor rates; travel time; fuel surcharges; heavy item fee, packing supplies (including boxes, paper, tape, shrink-wrap, padding, straps and mattress bags.); additional movers or trucks if required; overnight hold fees; storage fees when applicable; increased valuation coverage if selected; and all applicable taxes.

Short / Long-Haul Moves: Estimated by weight in applicable territories, invoicing is based on the fixed cost per/lbs & weight overage costs, all other associated applicable fees including but not limited to fuel and area, ferry, overnight fees, storage fees, re-delivery fees, scale fee, supplies used, additional services as requested and all applicable taxes.

Minimum Move Charge: There is a minimum charge of three [3] hours on all bookings regardless of whether the actual time spent was less than. Three-hour minimum charge is in alignment with the provincial employment standard rules.

Deposit: To confirm your move, a deposit will be required, amount is directly contingent on your specific move parameters. The deposit amount will be deducted from your final bill. Deposits are non-refundable.

Rescheduling: Date changes made less than 4 days prior to the scheduled move date are considered a cancellation. Deposits are non-refundable.

Client Cancellations: In the event of client cancellation, deposits are non-refundable.

Company Cancellations: In the rare circumstance the company may be required to cancel a clients move. In the event of unforeseen circumstances that may impact the scheduled move (including but not limited to weather conditions, access restrictions, equipment issues, or scheduling conflicts). The Company will make commercially reasonable efforts to implement an alternative plan to complete the move. However, the Company does not guarantee availability of specific alternatives and shall not be held liable for delays beyond its control. The company will not be liable for Inconvenience compensation. However, the deposit will be refunded.

Ferries: As required, will be reserved and scheduled based on availability. Delays with ferries caused by issues not within the moving company’s control can result in delays, rescheduling, or possible cancellation of the move. The company will not be held responsible.

Breaks: Crew are entitled to ten [10] minutes every two [2] hours, taken at their discretion. For safety reasons. In extreme weather conditions crews are entitled to longer breaks. Customers are not charged for additional break time.

Heavy Items: A Fee is applicable for every item over 300/lbs. Extra large items or overly fragile items.

Gratuities: They are immediately paid out to the crew. Tips are separate from the business function and final once submitted. No Refunds available.

LIMITATIONS

By proceeding with retaining Two Small Men with Big Hearts Moving as the service provider, The Customer acknowledges and agrees to unconditionally release the company from any liability whatsoever, should customers wish the company to perform services that fall outside the limitations here within.

Legal Capacity: Customer or a representative of customer who is over 18 years of age, must be 100% available on site during the move process, at both pick-up and drop off locations. If the move proceeds without the customer or their representative being present. Customer understands it is done so at customer’s own risk. Releasing the company of any liability for damage to any items moved or the property itself.

Moving Procedure: The Customer acknowledges any doors/entryways may need to remain open during the moving process to allow for safe and efficient loading/unloading. As a result, the premises may be exposed to, temperature fluctuations within the premises, exposure to outdoor elements, entry or exit of occupants, pets, insects/pests etc. The customer is responsible for taking any necessary precautions to protect their property. The Company shall not be liable for damages or losses arising from these standard moving operations.

Mandatory Notification: If at any time during the moving process the Customer is dissatisfied with the services being performed, it is the Customer’s sole responsibility to immediately stop the work and contact the Branch Manager so the issue may be reviewed, and reasonable efforts can be made to address the concern within the operational limitations of the moving process, and terms and conditions within. Failure to halt the service and notify the Branch Manager at the time the issue arises shall constitute the Customer’s acceptance of the services as performed. If the Customer allows the services to continue without such notification, the Company shall not be liable for compensation, reimbursement, or remedies of any kind.

Right to refuse: The company reserves the right at its sole discretion to refuse, delay or cancel a move in whole or in part if conditions are deemed: unsafe, unlawful/illegal, impracticable, or pose a risk to crew, equipment, or property, including structural hazards, unsafe or obstructed access, extreme clutter, unsanitary or dangerous environment, exceeding weight limits, improperly customer packed items, Inaccurate/materially different from what was originally disclosed, Incomplete information, or failure to comply to any contractual parameters here within. If service is refused due to any of the above conditions. Customer will be responsible for applicable cancellation fees, minimum charges, travel fees, and time spent on-site.

Events beyond Reasonable Control — Force Majeure / Unforeseeable Events / Weather: The Company shall not be liable for delays, service interruptions, or failure to perform moving services caused by events beyond its reasonable control. Such events include, but are not limited to, customer delays, building access issues, severe weather: [fire, acts of nature such as snow, ice, rain, wind, mud, flooding, hail, winter storms, freezing rain, adverse heat or cold], road hazards/closures, traffic incidents, mechanical breakdowns, government actions, labor disruptions, or other unforeseen circumstances. In these situations, the Company will make reasonable efforts to complete the service but shall not be responsible for compensation, refunds, or damages resulting from such delays or disruptions.

Environment: The company cannot provide a temperature-controlled environment and is unable to move goods that may be vulnerable to conditions of extreme cold and/or heat during the move. Exposure is not within the company’s reasonable control, as such, cannot move alcohol, liquids, pets, plants, food, or any items sensitive to such conditions, whether disclosed or undisclosed.

Safety — Hours Of Service: Is Federally mandated. Teams cannot exceed thirteen [13] hours per day including travel time.

Shoes: Under our health and safety protocols movers cannot remove their shoes.

Floor Runners: Are laid to ensure floors are protected to the best of ability from environmental conditions. Please be advised cleanliness and appearance of floor runners are affected by seasonal environmental conditions and may accumulate outdoor particulate matter regardless of the season, as such limitations will apply to their state. While routine shaking and sweeping will be conducted. Complete daily cleaning or appearance restoration is not considered reasonably achievable. If it is preferred floor runners are not used, it is done so at customers own risk the company will not be liable for any cleanliness issues or damages that may be incurred as this is beyond the company’s reasonable control.

Hazardous Materials: Teams are unable to move hazardous materials of any kind including but not limited to: fuels, paint combustibles, corrosives, explosives, ammunition, firearms, propane tanks, chemicals, flammables etc. The company will not be responsible for any damages incurred to customer goods resulting from customer negligence. Customer however will be accountable for damage or loss to company property.

Unsanitary or Dangerous Environment: It is customer sole accountability to provide a safe environment free of Conditions such as mold, biohazards, infestation, or environments that violate health and safety standards, including but not limited to, drug/paraphernalia, rodent infestation, mold, blood, bed bugs, abuse of any kind — including but not limited to alcohol abuse, verbal abuse, physical abuse, diseases/COVID.

Access: Factors such as narrow doorways, corridors, stairwells, low ceilings, tight squeezes, sharp turns, uneven pathways, crowded work areas can result in inadvertent damages to property and items being moved. In such conditions the Company shall not be liable for damages. The Customer acknowledges these items are moved at their sole risk and customer assumes all liability.

Pathways: It is the customers responsibility to ensure that parking area and walkways are cleared of snow and ice, as well as any other obstruction to ensure safe passage and access. In the event damage to customer goods or property occur because of access not being cleared for the safety of the crew. The company will not be responsible for any damages incurred and customer assumes all liability.

Elevator: The Customer is solely responsible for coordinating all required arrangements with the building, property manager, or strata. This includes, but is not limited to, booking elevators, arranging lock-offs, and ensuring that all building-required protective measures—such as elevator padding, wall guards, covers, or any other mandated protections—are properly installed prior to use. The Customer acknowledges and agrees that they are fully responsible for any fees, fines, penalties, access charges, or repair costs issued by the building, property management, or strata, arising from elevator use, reservations, lack of protection, or any related requirements and understands the Company shall not be liable.

Parking: Appropriate and legal parking is required to be available and secured upon the crew’s arrival at pick-up/drop-off locations. In the event of a parking ticket or bylaw citation, it will be added to the final invoice. The Company shall not be liable. If unable to park near entrances, this will increase foot travel time to and from, resulting in increased billable move time. The company will not be liable for damage caused by the weight of our trucks where it is a reasonable expectation for our trucks to be and special instructions were not provided indicating otherwise.

Disassembly/Reassembly: For safety reasons the company does not offer disassembly or reassembly on cribs, bunk beds and items made of Particleboard, Pressboard, Engineered wood. These must be disassembled/reassembled by the customer. Crews will not reassemble items that were not disassembled by them. Crews will not disassemble or reassemble items not previously identified at time of booking. If customer requests our teams to do so and the crew agrees, the customer acknowledges it is done so at their sole risk and customer assumes all liability.

Cabinets & Appliances: All appliances, cabinets, drawers, safes, toolboxes, or similar storage containers must be completely emptied of their contents prior to the move. The Company shall not be liable for any loss, damage, spoilage, or delays involving items left within whether disclosed or undisclosed. The customer acknowledges and assumes all liability.

Specialty Items: Due to their fragile or specialized nature, the Customer is required to have certain items professionally crated by a qualified third-party crating service prior to transport and must provide proof of crating. If such items are not professionally prepared for transport by a third-party crating service, whether disclosed to the Company or not, they will be transported solely at the Customer’s risk. The Company shall not be liable for any loss or damage to these items. Items requiring professional crating include, but are not limited to: musical instruments, appliances, safes, toolboxes, specialized tools, gym equipment, treadmills, pool tables, trampolines, hot tubs, grandfather clocks, taxidermy, artwork of any kind (including paintings, sculptures, pottery, and similar items), extremely fragile materials such as quartz, marble, granite, stone, or glass, mirrors etc. regardless of size, and any type of vehicle including, but not limited to, motorcycles and ATVs.

Extremely Fragile Items: The Company shall not be liable for any loss or damage to items that are fragile, structurally unsound, defective, or otherwise prone to breakage or damage due to their condition, structural integrity or material composition. These types of items are extremely susceptible to moisture, nicks, dings, scratches, movement, and multiple assembly or disassembly. This includes but is not limited to Particleboard, Pressboard Engineered wood, antiques, or items with glass in them. If you instruct the company to move whether disclosed or not disclosed, it is done so at customer’s own risk.

High Value Items & Documents: The Customer agrees not to include in any load, items of sentimental or extraordinary monetary value, including but not limited to jewelry, gemstones, precious metals, collectibles, family heirlooms, cremated or preserved remains, important documents, valuable papers, currency, cash, bonds, certificates, securities, etc. If such items are included, whether disclosed or undisclosed, the Company shall bear no responsibility or liability whatsoever for any loss, damage, or inability to deliver such items. The Customer acknowledges and assumes all liability.

Electronics: Due to their sensitive nature, the Company strongly recommends that electronic items be transported by the Customer whenever possible. The Company shall not be liable for any loss, damage, malfunction, or alteration to the internal components, data, software, or operating systems of any electronic equipment, including but not limited to televisions, computers, or any other electronic devices, regardless cause, including but is not limited to, damage arising from handling, loading, unloading, transportation, vibration, or changes in temperature or humidity during the moving process. The Customer acknowledges and agrees that all electronic items are transported at the Customer’s sole risk.

Customer Packed Items: It is customers accountability to ensure your self packed boxes/totes are sturdy and safe for transport, have been taped shut and are stackable. Avoid overloaded and heavily packed boxes/totes etc. Do not exceed 50/lbs. If it can be packed in a box/tote it should be. Avoid packing goods in garbage bags. Oddly shaped items are difficult to stack and can take up valuable space. Truck space is maximised as efficiently as possible. The Company shall not be liable for any loss, damage, or malfunction to items or goods that were customer packed.

Self Transported Items: The Company shall not be liable for any loss or damage to any item self transported, loaded or unloaded from a vehicle not owned and operated by the service provider. The Customer acknowledges these items are transported at their sole risk and liability.

Mattresses: The Company requires the use of mattress bags to ensure protection from dirt, moisture and exposure to outside elements during the move. If one is not provided or declined purchase, The company shall not be liable for any loss or damage customer assumes sole risk and liability.

Missing items: The Customer is responsible for conducting a complete walkthrough of the pick-up location prior to the Company’s departure to ensure that no items are left behind. This inspection shall include all areas of the premises, including but not limited to cupboards, closets, drawers, storage areas, garages, and any other accessible spaces. Upon completion of delivery at the drop-off location, the Company’s crew will conduct a final inspection of the truck to confirm that all items have been unloaded. The Customer is strongly encouraged to be present and observe this process from a safe distance for their own verification and confirmation. For safety reasons, Customers are not permitted to enter or climb into the company vehicle but may visually confirm from ground level. Failure by the Customer to complete the final walkthrough and verification of truck unload, shall constitute acceptance that all items have been properly picked up and delivered. The Company shall not be liable for any items alleged to be missing that were not listed on the inventory list.

Storage Environment: We cannot provide a temperature-controlled environment. The Company shall bear no responsibility or liability for loss, damage, deterioration, or destruction caused by environmental conditions. The customer acknowledges all risks and agrees storage is entered at their own risk and the Customer assumes full responsibility and liability.

Leased Storage or Parking: Are governed by the lease rental agreement. Customers must have their own insurance and provide proof of said insurance. Tenant assumes all risk and acknowledges the landlord does not ensure the Tenants property or monitor the area. Customer assumes full responsibility and liability. The company shall not be liable for any loss or damage.

Company Storage: Once the items have been loaded into the storage unit and the doors have been closed; the Customer is no longer permitted to enter the unit. Should customer require access, the Company has now relinquished care, custody, and control of the contents. The customer acknowledges and agrees storage is entered at their own risk, and the customer assumes full responsibility and liability and acknowledges the Company shall not be liable for any loss or damage to the stored items under any circumstances, including but not limited to situations where the customer requests services of the Company to move, handle, or transport the customer’s belongings out of the storage unit at a later date.

Loading Third Party Storage: If customer(s) requests the company’s services to load into third party storage units, including but not limited to mobile storage units, u-hauls, container, c-cans of any kind, etc. Customer must provide their own padding and strapping for the security and protection of their goods. The company does not sell or rent padding and strapping in such circumstances. Once the items are loaded and the doors are closed, the company is no longer responsible for these items. In the event damage occurs while service is underway by our crews, it must be documented and reported immediately [same day] with photos. Otherwise, customer assumes full responsibility and liability. The Company shall not be liable for any loss or damage to items that was not a direct result of the crew’s performance during the loading process.

Un-Loading Third Party Storage: Customer-Loaded Units that were packed, arranged, and secured, by the customer or other third-party service provider are deemed outside the care, custody, and control of the Company. The Company shall not be liable for any loss or damage to items that was not a direct result of the crew’s performance during the unloading process. In the event damage occurs while service is underway by our crews, it must be documented and reported immediately [same day] with photos. Otherwise, customer assumes full responsibility and liability.

Self Loaded Storage: Self-loaded or customer-packed storage units are not covered under the Company’s damage claim policy. Any loss or damage to items stored within customer-loaded units is solely the responsibility of the customer. Because the Company does not load, pack, or handle the contents of these units, they are not considered to be in the Company’s care, custody, or control. As a result, the Company is unable to accept liability or process damage claims related to the contents of customer-loaded storage units. The Company shall not be liable for any loss or damage to items that were not a direct result of the crew’s performance during the unloading process.

CLAIMS PROCESS

Written claims must be received within fourteen (14) days after the completion of the move. Failure to file a claim within this timeframe constitutes full and final acceptance of the services provided and releases the Company from any liability for loss, damage, or other alleged deficiencies.

The carrier is entitled to a minimum of thirty (30) to ninety [90] days to investigate and resolve the claim.

No Calls Policy: We require that all grievances be submitted in writing rather than verbally. This policy ensures that we have documented record of all discussions, for accuracy, and transparency.

Coverage: The purpose of coverage is to provide compensation in the event of damage incurred during the moving process. Eligibility for compensation is based solely on the occurrence of damage, regardless of how the damage occurred, and is limited to the specific coverage parameters selected and the limitations within the customer agreement.

We are not an insurance provider. As such, our coverage options are limited compared to those offered by licensed insurers. We strongly recommend that customers consider obtaining additional protection through their homeowner’s or renter’s insurance provider, as these insurers may offer more comprehensive policy riders for moving-related risks than those available through a moving company. We do not provide in home assessments.

Basic: This coverage is federally mandated and covers your items up to $0.60 per pound [weight of the item]. There is no deductible on this coverage.

Increased Valuation: In the industry this coverage can be referred to as Market Value Coverage. This option provides up to a maximum coverage of five dollars [$5.00] per pound, per article, toward the cost of repair or replacement. A deductible of one hundred dollars [$100] will apply to each article claimed. It is the carrier’s discretion and right to either repair, replace or compensate up to ($5.00) per pound. If the deductible is larger than the pay out, it is not eligible for compensation at the Increased valuation coverage and automatically reverts to Basic coverage.

How Increased Valuation is Scaled

• $2/lb — Minimal damages: repairable surface scratches, or other minor cosmetic issues, no effect on functionality of item.

• $3/lb — Minor damages: repairable scratches, chips, dings, other minor cosmetic issues, little/no effect on functionality of item.

• $4/lb — Moderate damages: difficult repairs, moderate/widespread cosmetic issues, minor to moderate functionality problems.

• $5/lb — Extreme damages: unrepairable, items completely unable to uphold their original functionality, major cosmetic defects, expectation that a full replacement for the item will be required.

Property Damage: We do not provide in home assessment. Coverage does not extend to total loss settlements. Compensation will be limited to the direct cost of specific impacted area only.

Submitting a Claim

Please be aware that calling our general call center for claim-related questions or issues will not speed up or resolve your claim. Our call center agents do not have access to claim files and are unable to assist with claim status, updates, or decisions.

To submit a claim please continue to our portal: Take me to the form.

If you encounter difficulties with the portal, you can email the claims department at afterservice@twosmallmen.com.

To begin the process via email the following must be provided.

Content: Identify damaged item, and provide manufacturer’s information, make & model #, and weight of the item, if known. Provide two photos, one close-up showing the damage and one from further away (showing the entire item within the photo).

Property: Identify specifically the area impacted [e.g. wall, door, railing] etc. Provide two photos, one close-up showing the area impacted and one from further away (showing the entire area within the photo).

NOTE: Ensure photos are in JPEG format as our system cannot open other formats. If you do not provide the required information it will delay the process.

INDEMNITY & DISCLAIMER

The Customer Agreement provides important information about Two Small Men with Big Hearts Moving and the service(s). The Customer is solely responsible for reviewing and understanding all documentation before proceeding with any booking.

By proceeding with retaining Two Small Men with Big Hearts Moving as the service provider the customer acknowledges their understanding and agreement to the terms and conditions within. Including but not limited to documentation presented on the company website, in person, e.g. Bill of Lading, waivers, or any other written correspondence.

By proceeding with the use of Two Small Men with Big Hearts Moving services as outlined it constitutes your acknowledgement and understanding of these terms and you acknowledge and agree to indemnify, defend, and hold harmless Two Small Men with Big Hearts Moving and its officers, directors, employees, agents, shareholders, predecessors, successors, assigns and associated companies from and against any and all liabilities, obligations, losses, damages (including consequential damages), costs, taxes, and any legal expenses arising from any claim, action, or proceeding, brought by a third party that is connected to, results from, or is alleged to result from:

1. The terms of services within and its limitations.

2. Your intentional, deliberate, or negligent acts or omissions, or those of any person acting on your behalf; and/or

3. Your packing, handling, or tendering of Hazardous Materials.

4. Disputes regarding anything in each of the outlined sections without tangible proof.

5. This indemnity applies to claims involving personal injury and/or property damage, including damage occurring at any location where services are being provided.

Upon the Moving Company’s completion of services in accordance with the terms, pricing, and scope outlined in this Agreement, and absent any unresolved claims properly submitted through the After-Service claims process, the Customer shall not publish, post, or disseminate any reviews, statements, or representations that are false, misleading, defamatory, or knowingly inaccurate regarding the Moving Company, its employees, equipment, or services.