Policy And Procedures
1. Policy and Procedures
Please read this entire page for information about our policies and procedures
as well as other information to help you prepare for your moving crew.
IF YOU HAVE BOOKED APOLLO MOVING FOR ANY RELOCATION SERVICES,
THEN YOU ARE ACKNOWLEDGING AND AGREEING TO THESE POLICIES AND PROCEDURES.
Please call us with any questions.
Your full service moving crew will arrive with furniture blankets, hand trucks, forearm forklift straps and tools.
All packing of boxes should be done prior to your moving day. Please separate out what you will need while in transit.
If you have packed your own items, then you will need to have everything completely packaged and ready for loading when your crew arrives. Only the things you’ll need that night, the next morning, and for immediate use at your new destination should be left for last-minute packing. Your furniture and major appliances will be wrapped with pads by your crew. And, in any case items that are disassembled and packaged by customers gets damaged, apollo moving and its employees are not held responsible.
It is very important that you REMOVE any and all GAS or PROPANE fuel tanks and prepare to transport them in your personal vehicle. It is against the law to transport them in the back of box trucks.
If you have one of our movers disconnect or reconnect any appliance, that is not a service we professionally provide, therefore is not covered in our insurance policy. Apollo Moving will not be held liable should any issues arise from mover installations or disconnections under any circumstance. Also note that since there is no way for us to verify the condition of appliances or electronics, these items are NOT covered by our damage policy.
2. Under Booking
An underbooking is when adequate services were not reserved in advance. When you place your order it is absolutely essential that we are provided with all necessary information to determine the most accurate amount of time required to complete your services. We can not perform to the best of our abilities if we are not properly prepared. We are happy to provide rates and estimates via phone or email, however, it is absolutely essential for you to provide the following details when booking your services:
how many stairs are involved in your move?
do you have any excessively heavy items?
approximately how far does a large box truck have to park from your front door?
approximately how many boxes and pieces of furnature do you plan to have us move?
What is the approximate distance between your old home and your new one?
Examples of underbooking:
If you’ve told us that your four bedroom home can be completely moved in 2 hours with a 2 man crew you are most likely under booking. If we arrive and you need assistance with packing, disassembling furnature, connecting or disconnecting and moving major appliances; if you have 3 stair cases and no elevator; if you live in an apartment building that prevents a box truck from being able to be parked within a reasonable distance from your front door AND you did not inform us ahead of time, then you have underbooked your move.
When we arrive to a job which has been severely under booked we reserve the right to cancel or adjust our services as needed. We often have multiple jobs per day and can not impose on other customers. Canceling an underbooking is rare. We will make every effort to find a solution to underbookings including rescheduling you for a different day or returning the same day and working overtime.
Cancelations that must be made due to an underbooking will not recieve a refund for the deposit. Rescheduling and other adjustments to services due to an underbooking are subject to a $50 fee.
We absolutely understand that you do not have a crystal ball and are not able to predict the future and that some circumstances can occur beyond your control. Thus, we are happy to work with you to get you through the moving process in the event of an underbooking. But PLEASE make sure you provide as much information as possible about your move, and if you aren’t sure, PLEASE have one of our staff come out to do an in home estimate. While we are also not able to see the future, we will be able to make sure we are adequately prepared by setting aside enough time, or making sure we have an extra truck on hand.
3. Cancellation policy
Apollo Moving requires a Visa, MasterCard or American Express credit card at the time of scheduling a move to secure a date. The credit card number, expiration date and the security code are needed. If the customer needs to change the secured date or cancel the move completely, the following cancellation/rescheduling fees will be applied to the credit card number provided:
Level 1: If the move is cancelled for any reason, the credit card will be charged a $50.00 cancellation fee.
Level 2: If the move is cancelled within seven days of the move, the credit card will be charged a $80.00 cancellation fee.
Level 3: If the move is rescheduled within 72 hours of the move, the credit card will be charged a $100.00 resecheduling fee.
If the move is rescheduled after a Level 2 cancellation, the card will be credited $100.00, effectively turning the cancellation fee into a rescheduling fee.
We reserve the right to cancel due to inclement weather, and so do you.
If you feel the weather will have an impact on the conditions of loading or unloading sites please call us right away. Uncovered stairs or slippery walk ways, for example, are causes for cancelation/rescheduling services. If our movers arive and find that the conditions are too dangerous for moving furnature, we will reschedule at our next available day without penalty to your deposit.
We reserve the right to cancel upon arrival in the event of your home being in a state that renders an undesirable working environment for our movers, and/or renders the removal of articles difficult or impossible due to debri. This includes excessive animal hair and dander that is causing an allergic reaction to your movers. Animal feces, unkempt litter boxes, excessive dirt and grime, food particles and trash that block pathways or potentially cause health issues or safety issues. We will reschedule your move for you. If you choose to cancel with Apollo Moving Inc. for having to reschedule due to these issues, the hourly service minimum for your scheduled services will be assessed and charged to you.
4. Furniture Assembly
Your Moving Crew will assemble and disassemble your furniture at your request for no additional costs to you. You MUST provide the instructions for these pieces of furniture if they require more than 4 screws or bolts.
If you do not, we will still do the assembly/disassibly upon request, but we will not be held liable for any damages.
We absolutely will not move specialty items that were not intended to be moved while assembled. If you ask your crew to do so, we will NOT be liable for any damages that may occur. Ikea furniture and pressboard furniture does not do well when disassembled and then reassembled. Given the nature of the material, we do not cover any damages to said items under any circumstances.
5. Arrival Times
Due to the nature of delivering relocation services, we allow an hour window for our arrival time.
For all Friday, Saturday and Sunday bookings, we have a 2 hour window for time of arrival.
While it is unusual for us to arrive significantly past the scheduled time, occasional issues do arise, especially during peak season. Please plan ahead for this possibility. We do our very best to arrive on time and we have an excellent record of doing so, however, unforeseen circumstances can occur during the moving process, especially during peak season. We strive to provide the most absolute prompt service but should a significant issue arise that causes excessive lateness we will contact you immediately and rectify the situation.
Apollo Moving is not liable for any charges or costs from your rental property management company and/or landord that you may incur for not vacating the property as previously scheduled with them. It is important to plan your move accordingly, allowing the relocation plenty of time for any under bookings or unforeseen events beyond anyones control.
If you do have special time constraints associated with your move, its imperative that you communicate them to us. We will make every effort to accommodate and meet your needs. We guarentee you will get moved, and we never abandon jobs
6. Relocation Service Charge
We accept all major credit cards for convenient payment of your relocation service charges. We also accept cash.
We do NOT accept any foarm of cheques.
COMPANY IS ENTITLED TO COLLECT THE FULL PAYMENT PRIOR TO UNLOADING.
THE MOVING CREW CAN COLLECT PAYMENT, YOU MAY DO IT BY PHONE WITH OUR OFFICE STAFF,
OR AN INVOICE CAN BE SEND TO YOUR EMAIL. ALL RECEIPTS WILL BE EMAILED TO YOU.
IF PAYMENT IS NOT RECEIVED BY YOUR MOVERS OR PAYMENT IS NOT MADE WITHIN 24 HOURS OF RECEIVING YOUR INVOICE,
A $25 LATE FEE WILL BE ASSESSED.
ADDITIONAL LATE CHARGES MAY ALSO CONTINUE TO ACCRUE FOR ANY INVOICE THAT REMAINS UNPAID.
THE BILLING STARTS ONCE THEY ARRIVE AT THE LOADING ADDRESS AND STOPS ONCE THEY UNLOAD THE LAST ITEM FROM THE TRUCK
EXCEPTION* A JOB THAT HAS 30MIN OR MORE DIFFERENCE BETWEEN LOADING AND UNLOADING ADDRESS , WE WOULD BE BILLING FOR COMING BACK TO THE OFFICE IN MISSISSAUGA
7. Moving and Packing Policies for Appliances, Electronics
The gas company must service all gas appliances prior to moving day.
Refrigerators & freezers must be emptied, defrosted & dry prior to moving day.
Please remove or safely pack the glass tray inside your microwave.
Our movers will connect or disconnect your washer and dryer upon request, however,
we aren’t appliance professionals so we are not liable for any issues that may result from completing your appliance requests.
8. Mover Damage Policy
If you have paid a deposit to secure a date for services, you are automatically and legally acknowledging and accepting our service policies and damage conditions and wavier.
In addition to our wavier , please note the following:
It is customers responsibility to ask for the level of insurance plan at the time of booking.
We can only process damage claims and cover the cost of damages or repairs if we were present while the damage occurred and the issue was brought to the attention of your moving crew. You must also make contact with our office about the issue at the time of invoice payment to process a damage claim.
If your boxes have not been professionally packed by our crews, we cannot and will not under any circumstances, be held liable for breakages inside boxes. This is due to the fact that its impossible to adequately place responsiblity for the breakages.
If you choose to assist your movers with loading or unloading your truck, the source of any damages that may occur during transit becomes unclear and we will not be held liable. Please be sure to bring any issue or concern to the attention of your moving crew immediately. While we appreciate your help, our movers are professionals who have a specific skill set for ensuring your items don’t get damaged during the relocation process. If you choose to help out, please be communicative with your crew about the best process for working together.
You have the right to cancel during inclement weather. If you choose to proceed and articles become damage due to weather, we are not responsible and will not honor damage claims based on weather damage.
Contact with our office needs to be made within 24 hours of the date in which your services commenced in order to make a damage claim. Please be aware that we do not replace articles automatically. We will contract for the repair for ONLY the damages that we are responsible for incurring. We encourage customers to utliize their homeowners insurance should they prefer an alternate avenue to rectifying damage issues.
We do not cover repair damages to press-board furniture such as Ikea brand items or lamp shades. Please pack these items carefully and mark them fragile. Your crew can do this for you as well. Just notify our staff so that your crew can arrive with the necesssary materials.
Your service charges must be paid in full before the claims process can begin.
We do not cover cleaning costs to carpets or any other type of flooring, although we take full precaution with floor runners/protectors, padded blankets .
Please prepare for the mover’s traffic as they come and go. If you need assistance with this, Lowes and other home hardware stores sell various materials to aid in safe floor covering.
Get your move where you want it, Use Mover.