The rules of the move, written down first.

These terms are between you and White Glove Movers — “we”, “us”, “White Glove Movers”.

They cover your use of wgmovers.ca and the general framework for moving work we do for you. They are not the whole agreement for a booked move: the written scope, estimate and service documents you sign for a specific move carry the operative detail, and where those documents and this page differ, the signed documents govern.

You may read this site, and use its forms, for the purpose of planning or enquiring about a move. You may not scrape it at a rate that degrades it for other people, submit automated or fraudulent enquiries, or use it to send anything unlawful.

We publish this site as accurately as we can. Service descriptions, route references and planning guidance are written to help you plan — they are descriptions of how we work, not offers, guarantees of availability, or promises about a specific date.

Sending a move brief or a contact note opens a conversation. It does not reserve a crew, a truck or a date, and it does not create a contract.

A move is booked when your deposit is paid. The written scope records what was agreed and travels with the booking. Until the deposit is paid, dates and crew remain available to other customers.

Get Your Quote to start that conversation.

This is the section worth reading twice, because it is where moving companies and customers most often part ways.

An estimate is our informed projection of what a move should take, based entirely on the information available when we prepare it: the inventory you describe, the access at both ends, the distance, the date and the services requested. It is a planning figure. It is not a fixed price and it does not bind either of us.

A binding figure only exists where a written document says in terms that it is binding, identifies the scope it is binding for, and is signed. Absent that document, treat any number you have received — by phone, email, or in a written estimate — as an estimate.

What changes an estimate

• Items added, removed, or found on the day that were not in the inventory.
• Access that turns out to differ from what was described: stairs instead of an elevator, a longer carry, a blocked loading zone, a booked elevator that is not available in the window.
• Packing, materials or disassembly beyond what the scope described.
• A change of date, address, or the order of the work.
• Waiting time caused by keys, closings, building rules or third parties.

When something changes the scope on the day, we will tell you before the additional work proceeds wherever it is practical to do so, and record what changed. Charges are set by the signed service documents — this website carries no prices and calculates nothing.

A confirmed booking names the date and the operating window agreed for your move. An operating window is a window, not a clock reading: crews work sequentially, and traffic, weather, building access and the job before yours all move real start times.

Buildings frequently impose their own rules — booked elevators, certificates of insurance, permitted hours, loading-bay slots. Those rules bind the move as firmly as anything we agree between us, so tell us about them early and we will plan the window around them.

If we cannot perform on the agreed date for a reason within our control, we will tell you as soon as we know and work out an alternative with you.

A move goes well when both sides do their part. Yours is:

• Describe it accurately. Give us a complete inventory and honest access details. Most cost surprises trace back to something that was not mentioned.
• Have the right to move the goods. You confirm you own the items, or are authorised by their owner to have them moved.
• Secure access and parking. Elevator bookings, permits, loading zones, keys and building contacts at both ends.
• Handle the irreplaceable yourself. Carry cash, jewellery, identity documents, medication, keys, laptops and anything of high sentimental value in your own vehicle.
• Be reachable. Someone with authority to make decisions should be available at both ends, or should name someone who is.
• Say what is fragile or unusual. Pianos, safes, art, aquariums, oversized items and anything that needs disassembly change how a crew is staffed and equipped.

Some things must not go on a moving truck — for safety, insurance or legal reasons. We will not knowingly load:

• Flammables, explosives, compressed gas, corrosives and other dangerous goods — propane tanks, fuel, paint thinners, ammunition, fireworks, pool chemicals.
• Perishable food, live plants where the route or season makes them unsafe, and animals.
• Anything illegal to possess or transport.

We also strongly recommend you keep cash, securities, jewellery, collections, identity and legal documents, prescription medication and irreplaceable personal items with you rather than in the load.

If prohibited items are found in the load, we may decline to carry them. Where such an item causes loss or damage, responsibility for that consequence rests with the party who loaded it without telling us.

Neither of us is responsible to the other for failing to perform because of something genuinely outside our control: severe weather, road closures, accidents, fire, flood, labour disruption, civil emergency, an act of a public authority, or a failure by a building or a third party we do not direct.

When one of those hits, we will tell you promptly, keep your goods secure, and reschedule the affected work with you as quickly as conditions allow.

Accepted payment methods, the timing of payment, any deposit, and the treatment of additional work are set out in the written scope and service documents for your move. Nothing on this website sets, calculates or displays a price.

Applicable taxes are added as the law requires. Where an invoice differs from the estimate, it will identify what changed and why.

Tell us as early as you can. Dates, addresses and scope can usually be changed; how easily depends on how close to the move you are and what has already been committed on your behalf.

Whether a change or cancellation carries a charge, and how any deposit is treated, is governed by the service documents for your move — not by this page. We will confirm the consequence of a change in writing before it takes effect.

We may cancel or decline work where a site is unsafe, where access makes the move impossible as scoped, where prohibited items are present, or where a crew member is threatened. We will explain the reason in writing.

If something is damaged or missing, we want to hear about it directly and early — a claim handled quickly is almost always handled better.

1. Note it at delivery where you can. Record the item and the issue on the delivery paperwork before the crew leaves.
2. Tell us in writing. Contact us with your move date, the item, what happened and photographs. The notice period, the form the claim must take and the documents required are set out in the service documents for your move.
3. Keep the item and its packing. Do not repair or discard anything before it has been inspected — an inspection may be needed to resolve the claim.
4. We assess and respond. We will acknowledge the claim, tell you what we need, and give you a decision with reasons.

The protection that applies to your goods — the basis on which loss or damage is valued, and any additional coverage you selected — is recorded in the service documents you signed for the move. Ask us to walk you through it before the move rather than after.

Our responsibility for loss or damage is determined by the signed service documents for your move, by the protection option recorded there, and by the law that applies to household goods moving of that kind.

Those terms include limits — as is standard across the industry — and the limits differ depending on the protection option recorded for your move. We will identify the applicable limit for your move in writing before it happens, in plain terms, so the position is known in advance rather than discovered during a claim.

Except where the law does not permit it to be limited, neither of us is liable to the other for indirect or consequential loss — for example lost income, missed appointments or accommodation costs arising from a delay.

Nothing in these terms limits or excludes liability that applicable consumer-protection or other law does not allow to be limited or excluded, and nothing here removes a right that such law gives you.

The text, photography, illustration, layout and code of this site belong to us or are used under licence. Third-party assets used on the site, and their licences, are listed on the credits page.

You may quote or link to this site with attribution. You may not republish it wholesale, use our name or marks in a way that suggests an association we have not agreed to, or use our content to train a service that competes with us.

What we collect through this site, why, how long we hold it and how to see or correct it is set out in the privacy policy. Which tags load and what stays off until you opt in is in the cookie policy.

These terms are governed by the laws of British Columbia and the federal laws of Canada that apply there, and the courts of British Columbia have jurisdiction — without affecting any right you have to bring a matter before a consumer tribunal or regulator where you live.

If any part of these terms is found unenforceable, the rest continues to apply.

We update this page when the way we work changes, and the effective date at the top of the page moves with it. The version in force for your move is the one published when your move was booked, together with the service documents you signed.