HelloYugo Product and Service. Terms & Conditions.

By paying your HelloYugo Inc. services deposit you agree to be bound by HelloYugo‘s Product and Services Terms & Conditions. It is your responsibility to check and be aware of all Terms and Conditions. You can review the most current version of our Product and Service Terms & Conditions at any time on this page. Your paid deposit date adheres to the terms and conditions on said date of your paid deposit. We reserve the right to update, change or replace any part of these Terms of Service.

HelloYugo Inc. Product and Service Terms & Conditions, last updated Friday the 24th of January 2024.

1. Cost of service & payment terms

Deposit payment

To secure your move date, binding quote flat price quote and your requested moving services, a $100 deposit is required for moving services on booking.
You have 24 hours to pay your deposit to secure your move date and binding quote flat price quote, from the date and time it is sent for your confirmation. HelloYugo Inc. reserves the right to change the original flat price quote on the customer's requested services if the customer does not pay their deposit within 24 hours. HelloYugo can not guarantee availability if the deposit is not paid within 24 hours. The quoted flat price quote is subject to change due to peak moving days, customer time window requests and availability if the quote is not paid within 24 hours. Availability is not guaranteed, as we operate on a first come first serve basis.
If your quoted move is greater than $2,000 a 10% deposit of your total quoted moving fee is required on booking to secure your move date and your requested moving services.
All deposit payments are to be paid electronically via the secure payment link shared with you, or over the phone. We accept all major credit/debit cards, Master Card, AMEX and Interac transfers.
Your deposit is fully refundable up to 1 business day before your move day if you request in writing via email that you wish to cancel your services with HelloYugo Inc. Allow up to ` for HelloYugo Inc. to process and refund your deposit. For example, if your move day is on a Wednesday and you would like to cancel your move you must cancel on Monday afternoon to have your deposit fully refunded. If you cancel on Tuesday which is the business day before your move your deposit will not be refunded. For Saturday and Sunday moving dates Thursday's close of business is the cutoff to cancel and be fully refunded the deposit amount.
If you request a refund either the day of your move or within 1 business day before your move date, you will not be refunded your deposit.
In the instance that the customer postpones their moving date HelloYugo will refund the customer’s deposit 30 days from the postponed move date if the customer does not move with HelloYugo, this refund will be directly refunded into the customer’s preferred method of payment which the original deposit was paid with. If the customer wishes to move with HelloYugo post the 30 days of their postponed move date they must rebook and pay a new deposit.

Outstanding balance payment

The remaining balance of your invoice is due 1 business day before your move date (except for Long Distance Inbound moves). HelloYugo Inc. can not move you unless the remaining balance of your invoice has been received.
For Long Distance Inbound moves the remaining balance of your invoice is due 1 business day before the start of your pick up window. HelloYugo Inc. can not move you unless the remaining balance of your invoice has been received.
We accept cash, Interac transfers, bank checks and all major credit, visa and debit cards for the remaining balance of your invoice.
If you have opted to pay cash or check on the day of your move you must in writing notify HelloYugo Inc. when you receive your invoice and or during the booking process.
You must provide the total outstanding balance in cash or check to the HelloYugo Inc. supervisor on arrival. HelloYugo Inc. will not begin moving and loading the truck with your belongings unless cash or check payment has been made first.
If any outstanding payment is not made, a third-party debt collector will be contacted, which may impact your credit score.

Cancellations and Moving Date Changes

To cancel your move and your requested HelloYugo service, a minimum period of notice of no less than 1 business day or 24 hours prior to your move date is required in order for you to obtain a full refund of your deposit and avoid additional penalties.
To reschedule your move date or your requested HelloYugo service, we require a minimum period of notice of 1 business day before your booked move date, penalties will apply if we are not informed within these guidelines of our rescheduling date.
Peak periods require additional notice for rescheduling. All moving and delivery services booked between the 25th to the 31st of any month, and the 1st to the 2nd of any month are subject to a penalty of 100% of the total price if the rescheduling and cancellation notice is not provided within 3 business days of the original move date.

Additional charges

If you have more items not reflected on your quoted and original inventory list on the day of your move, you will be provided with an updated quote for moving the additional items. For HelloYugo Inc. to move your additional items you will be required to review your updated quote and will be charged an additional moving fee for those items.
We tolerate UP TO +/- 5% discrepancy in the inventory list on the day of the move, however if there is a significant number of additional items and changes to your inventory list that were not quoted for, our moving crew will inform you and will contact a HelloYugo Inc. Sales Representative to propose the adjustment to your quote.
Payment for the additional items can be made over the phone, we accept all major credit, visa and debit cards including Interac transfer.
If payment for the additional items will be using cash or bank check, payment must be made prior to the move beginning.
We cannot move your additional items unless that additional item fee is paid at that time for your additional items.
If there is no parking within 150 feet of the entrance of the pickup and drop-off locations an excessive carrying and pushing fee is applicable depending on volume and distance. The moving crew will advise the customer of this and inform the moving consultant who booked this service for the customer to charge the additional fee, this depends on the volume of your move, with the maximum fee of $200.
Payment of parking tickets is the responsibility of HelloYugo Inc.
In places where a customer can obtain a parking permit before the move, it is the customer's responsibility to fulfill this requirement and complete the process with the appropriate local government authorities.
If the drop off destination is correctly provided at the time of booking, your guaranteed flat price quote includes fuel and mileage. For any additional 10kM HelloYugo Inc. has to travel to complete services that were not originally accounted for an additional fuel and mileage fee will be applied.

Hourly labor Billing

It is the customer’s responsibility to specify the requested hours of labour they require for their hourly moving service when booking their moving service. If the hourly moving service exceeds the customer’s requested hourly time frame HelloYugo Inc. is not liable for incorrect hourly time frame estimates.
If hourly services are booked, HelloYugo requires the minimum hours for hourly moving services, a minimum of 2 hours for 2 movers and a minimum of 3 hours for 3 movers. HelloYugo will not book or confirm hourly moving services that are under these required hourly service requirements.
Hourly labour moving services commence when HelloYugo’s crew arrives at the pickup location and commences work. Commencement of work begins when they first engage with the customer and begin services of moving.
If additional time is needed to complete the hourly moving service the customer will be billed for the additional time, in hourly or 30mins incremental at the agreed hourly rate on their agreed binding quote.
The customer must make payment of additional hourly moving fees and any additional moving fees incurred during the move that were not originally quoted for on the day of their move via credit card or e-transfer over the phone with a HelloYugo Inc. sales representative. Payment must be made before HelloYugo Inc. completes its hourly moving service and the bill of lading is signed at the drop-off location.
If the moving crew notifies the customer that additional time is needed to complete the moving services, beyond the original quoted time frame the customer is responsible for the payment of those additional hours. The moving crew to the best of their ability will aim to complete services in a timely and safe manner, and will not be held liable for any additional hours incurred and fees incurred to the customer.
If the customer requests that additional time is needed to complete the moving services, beyond the original quoted time frame the customer is responsible for the payment of those additional hours.
Hourly moving services only apply to local moving services and are subject to HelloYugo’s Management discretion. Flat price quote moving services are the default billing and moving service of HelloYugo Inc. Hourly moving services do not apply for long distance, storage move in, storage move out or partial storage move services.

Payment Terms and Credit Card Authorization:

Payment for our moving services is due on the agreed-upon date as outlined in the invoice and binding quote. We kindly request our customers to adhere to the provided schedule to facilitate a smooth and timely transaction
To streamline the payment process and mitigate delays, HelloYugo now requires customers to provide and maintain a valid credit card on file. This credit card will be securely stored in our system and will only be charged in the event of a delayed payment.
By engaging our moving services, you hereby authorize HelloYugo to charge the credit card on file for any outstanding amounts beyond the agreed-upon payment due date. This automatic payment process aims to eliminate delays and ensure the continuous improvement of our services.
Customers will receive a notification via email at least 48 hours before any automatic charge is processed. This notification will include details of the impending charge, providing transparency and allowing customers to address any concerns or discrepancies promptly.
It is the responsibility of the customer to ensure that the credit card on file is valid and has sufficient funds. In the event of an expired or declined card, customers must promptly update their payment information through our secure online portal or by contacting our customer service team.

Promotional Codes and Discounts

Promotional codes, discounts and coupons need to be redeemed with HelloYugo Inc. before your finalized quote to be accepted. Your quote will reflect the applied discount.
Promotional codes, discounts and coupons do not apply to your finalized quote. You cannot apply for promotional codes, discounts and coupons after you have received your quote.
The only exception to a discount on a quote is a comparable competitor quote. The quote of the competitor must be emailed with supporting documentation to HelloYugo Inc. If the services are like to like, and the quote is legitimate from an equal size organization HelloYugo Inc. will aim to match or beat the competitor’s quote. There is no guarantee that HelloYugo Inc. will match or provide a discount. HelloYugo Inc. will determine what is a comparable quote and what discount to provide.
If a customer who is moving with HelloYugo has applied an active promo code discount during the booking process that same customer can not be a referral customer. A referee can not claim a referral commission fee if their referral has applied a promo code and discount to their move, referral commissions are not valid and are not paid in this scenario.

Cost of Service

Costs of our services are subject to change if the date or time of reservation is changed by the customer.
HelloYugo Inc. requires 1 business day of notice for the rescheduling and cancellation of moving materials delivery and pickup (boxes, bins, packing materials). Failure to meet these requirements will attract a penalty of $50.
The total quoted cost of services includes blankets, wraps and tapes for furniture protection, dollies for the duration of the move, fuel, mileage & toll charges.
Additional waiting time charges may be applicable if there are any delays caused by the customer or building’s management.
The cost of service is subject to change if the customer adds additional items or services that were not originally quoted in the original quote.
If any flights of stairs are involved in the logistics of a move, a stair fee charge will be applied. If at any destination additional stairs were not originally disclosed by the customer to HelloYugo while booking the move, a stair fee charge will be applied for the additional stairs.
For video estimates the quote provided by HelloYugo for moving services is based on the items shown in the video quoting process and the inventory list agreed to by the customer when booking their move. If additional items or services are added that were not quoted for in the original moving quote the cost of service is subject to change.
HelloYugo’s flat price quote includes the wrapping, collecting and protection of basic furniture and large items such as TVs, dressers, sofas etc. It strictly does not include the packing of household goods such as books, kitchen items, items in draws, clothes, plates and or any miscellaneous household items that can fit into a box and were not listed on the quoted inventory list. The packing of such items is the responsibility of the customer, to make sure their items are packed properly before their move date unless the customer has elected for HelloYugo’s packing service which is not included in the flat price quote moving fee and will be charged as an additional service fee.
If additional items are to be packed that were not included in the original quoted inventory list these items will be charged for with an additional packing and moving fee.
The minimum size of local moving services performed by HelloYugo is 200CF. If the local moving service is under 200CF the customer will be charged for the service of 200CF and no discounts will apply.

2. Customer responsibility and expectations

The customer or his/her legal representative (a power of attorney must be provided before the move) MUST BE present at all times of the move. If not, the customer MUST ACKNOWLEDGE in writing before the move that HelloYugo Inc. will NOT be responsible for any claims regarding forgotten, misplaced, damaged, or lost items or any such claims from buildings management.
All furniture must be emptied by the customer before the move. Such as dressers, drawers, fridge and freezer. The only exception where furniture items do not have to be emptied is if the customer has elected and is paying for HelloYugo Inc. packing services. If a customer has elected packing services Fridge, Freezer and Perishable goods must be packed by the customer under food & safety requirements. HelloYugo Inc. will not be held liable or responsible for any sickness, damages or death due to food poisoning.
Customers must unplug any electronic components and items; our moving crew will not unplug or install any electronic components.
Customers must do a thorough review of their home and belongings before, during and after the move to ensure any damage is addressed immediately.
If the customer has decided to pack their items they must do so in durable boxes and packing material appropriate for transportation.
Food and perishable items can only be moved locally in a moving box pack by the customer. HelloYugo Inc. is not liable for food safety. If a customer has elected packing services Fridge, Freezer and Perishable goods must be packed by the customer under food & safety requirements. HelloYugo Inc. will not be held liable or responsible for any sickness, damages or death due to food poisoning.
Pets and live animals will not be moved by HelloYugo Inc.
House small to medium-sized live plants will be moved by HelloYugo Inc. It is the responsibility of the customer to provide accurate descriptions of plant size and weight during the booking process.
The maximum height of a plant which HelloYugo will move is 200cm/6.5ft, for local moving services only.
HelloYugo Inc. under no circumstances will load and or move any of the following items: live pets, firearms, illicit substances and chemicals.
HelloYugo Inc. will only move live house plants which are within reusable size for local moves less than 250 KM from the pick up to drop off location. The house plant must be planted in an appropriate pot for handling and must be of reasonable size for human handling.
HelloYugo Inc. under no circumstances will move live plants for long-distance moves, 250 plus km.
If you have a waterbed, we are not waterbed technicians. If you prefer to have a waterbed company move your bed, please make those arrangements.
We only move empty aquariums. (This means empty of water, and also empty of creatures such as lizards, turtles and snakes.)
In the event you pack your own glass, porcelain, ceramics, etc. yourself, we will move them carefully, however, we will not be responsible for breakage and/or resulting damage to packed and unpacked fragile items. If you wish to have fragile items packed so that they will be covered by basic or increased insurance, you will be charged for packing and materials. If you decline additional materials we will move the items but you will be asked to sign a waiver.
Our moving personnel will move your pianos, appliances, and items over 250 lbs if the work can be done safely. It is the moving foreman’s discretion to make this decision when assessing these items, the space and location of the move-out and move-in address.
The customer is responsible for signing the “Bill of Lading” at the time of pick up and the time of delivery, both stages of the move.
Conditions of all TVs are to be signed for at the pick and drop-off location. HelloYugo Inc. movers will test the TV function by turning on and switching channels at both addresses, the customer is required to sign that the TV works or does not work at pick or drop locations.
In the moving situations where HelloYugo Inc. is moving roommates, couples and divorced couples who are spearing their items for separate drop-off locations HelloYugo Inc. will not be held liable for any claims or damages for missing items or items delivered to the wrong location. It is the responsibility of the clients to divide items and inform HelloYugo Inc. via their inventory list which items are theirs for delivery. HelloYugo Inc. will not communicate with the individual on behalf of the client who has taken items in question either by accident or with intent, that is the responsibility of the client to discuss the whereabouts and ownership of such items with the other Individual. HelloYugo Inc. will not be held liable for any claims that items were moved without their consent if the customer booking the move added those items to their inventory list, the client is responsible for any damages or claims of any parties who reach out to HelloYugo Inc. and claim that their items were wrongfully moved.
Boxable items packed by the client must be packed in boxes durable enough to carry the weight of content, with each box weighing not more than 35 lbs.
HelloYugo's standard service includes one set-up option per item when placing items in the customer's new location. Services do not include multiple rearrangements of the furniture and items at the request of the customer.

3. Insurance and valuation coverage for customer belongings

Your belongings will be covered with free BASIC coverage of $0.60 per pound per article (item) by default. This means you will be paid 60 cents per pound for the net weight of the lost or damaged item, regardless of the actual value of the item (max value of $25,000). For example: a 100 lbs item is valued at $60.
For added protection, we offer the Enhanced Value Protection for an additional cost of $450 per move. Your belongings are covered to a value of $3.00 per pound per article (max value of $50,000). This means you will be paid $3.00 per pound for the net weight of the lost or damaged item, regardless of the actual value of the item. For example: a 100 lbs item is valued at $300. Please ask your moving specialist about this option.
If you would like to purchase the optional Protection you can do so through a third-party insurance company. Any additional coverage with a 3rd party insurance company MUST be purchased at least 48 hours before the move and CANNOT be added on under any circumstances the day of the move or post the move.
It is your responsibility to purchase this additional insurance. If you have a high-value item we strongly suggest you purchase 3rd party insurance as we are only liable to pay $0.60 per pound per item if the item is damaged or lost.
HelloYugo Inc. may request additional fees if you have nominated for 3rd party insurance for your items to ensure our moving and packing supplies match the value of your items.
HelloYugo Inc. is not liable for any insurance claims or damages filed by the customer for already broken or damaged items that were picked up in their broken and damaged condition at the pick-up location. HelloYugo Inc. reserves the right to photograph and state the damaged and broken items on the bill of lading at the pick-up and drop-off location. The customer must acknowledge and sign next to these items that they were already damaged and broken before HelloYugo Inc. moved the items. The customer suspends HelloYugo Inc. from being liable for any claims for these specific damaged items during the performance of the moving & storage services. If the customer refuses to sign their bill of lading HelloYugo Inc. cannot perform the moving services and refund the customer.
If any item of a “set of furniture” is lost or damaged, payment/refund is only made for the contracted value of the item damaged, calculated as per the valuation equation, not the entire set.
It is a felony punishable by law to double file a claim for damages for your item/s through both a moving company and 3rd party insurance provider for the same item/s. When the insurance claim is filed with two insurance providers, this situation is called ”double dipping” and it is illegal. That is in the scenario that a customer has purchased an insurance policy for their items from a 3rd party insurance provider before their moving, and files a claim for the same item/s for damages, both through their moving company and 3rd party insurance provider.

4. Building Insurance – COI (Certificate of Liability Insurance)

HelloYugo Inc. will provide customers who have booked their move and paid for their service in full with a Certificate of Insurance COI if it is required by your buildings’ management to perform a move, through our 3rd party insurance provider.
It is the customer’s responsibility to obtain the requirements from building management, provide them to us via email before their move, and notify HelloYugo Inc. if their pickup or drop-off address requires a COI.
HelloYugo Inc. has the right to refuse to move the customer or charge an additional fee if we arrive at the pick-up or drop-off location and the customer does not provide COI information before the move day.
HelloYugo Inc. does not provide floor and wall masonite protection in our standard flat price quote moving service fee. If a customer or management building requires wall and floor masonite padding/protection it is the responsibility of the customer to communicate this before their move day when booking their move, or within 48 hours of their move day to ensure that masonite material is prepared for their move day. Additional material and handling fees apply for masonite protection.

5. Claim and Refunds

We aim to resolve any claim as soon as possible when receiving your HelloYugo claims submission form, images and relevant documentation regarding your claim.
You have 7 days from the date of the move (or in the event of loss for the entire shipment, from the date your shipment should have been delivered) to file your claim. If you fail to file a claim within 7 days from your moving date HelloYugo Inc. will not be held liable for any damages or liabilities.
If your floors or walls are scratched or damaged during a move, you must file your claim within 24 hours from the date of the move or delivery. Claims submitted after this 24-hour period will not be considered, and HelloYugo Inc. will not be held responsible for any damages or liabilities.
The claim must be submitted in writing to HelloYugo Inc. After you submit your claim, HelloYugo Inc. has 30 days to acknowledge receipt of your claim. HelloYugo Inc. has 120 days to provide you with a disposition. HelloYugo Inc. is entitled to 60-day extensions if the claim cannot be processed or disposed of within 120 days.
Under the circumstances that HelloYugo Inc. is late to the arrival of the intended pick-up time frame window, HelloYugo Inc. will compensate the customer with a refund of 5% of their total service fee for every subsequent late hour. The maximum late compensation refund to be paid to a customer is 8%, If HelloYugo is more than 3 hours late the compensation fee is capped at 8%. Late compensation refunds only apply for pick-up window time frames, they do not apply for drop-off location time frame windows. For example, if the customer's pick-up window is 9 am – 11 am and HelloYugo Inc. arrives at 11.30 am due to unforeseen circumstances a compensation refund fee of 5% is payable. A claim for a late fee compensation is only payable to customers who make their late compensation claim via our claims page form on our website https://www.helloyugo.com/claims, additionally, the claim must be made on the day of the move, or 1 day after the move date. If a customer requests for this refund 2 days post their move day the refund is not payable, and HelloYugo Inc. is not liable to pay the requested refunds. If HelloYugo Inc. is late and the customer does not request the late refund compensation HelloYugo Inc. is not liable to disclose this term or make payment to the customer.
Claimant/submitter of the forgoing claim to HelloYugo Inc. hereby makes a solemn oath to the truth of the statements contained herein and exhibits attached, hereto, and that no material fact is withheld that should be included in this claim report. Once this claim/form has been reported/submitted, the claimant has 24 hours to report any additional issue, after which no additional items or issues can be added to the claim or be raised as a new claim to HelloYugo Inc.
When a claim is open and or requested before the completion of delivery or services, HelloYugo reserves the right to issue a refund or compensation for the claim only after the goods have been delivered and or the service has been marked completed.
If you have a claim to make, please visit https://www.helloyugo.com/claims and fill out the claims form. Once you submit your HelloYugo Inc. claim form, you will be emailed a copy and due process will follow. Please allow 30 days for claims to be processed.
A claim cannot usually be resolved immediately and may take some time before items can be inspected, repaired or replaced. We appreciate your cooperation and patience in this process. You can expect the following from the process:
We take your feedback and claims very seriously. Once we have received all the information regarding your claim including any supporting pictures or evidence our claims team will be in touch to begin investigating your claim.
Your appointed contact in our claims department will be your key contact as we resolve your claim. They email and call you as we make progress and find a fair resolution as quickly as possible.
We will present you with a fair and considered settlement offer. If you accept the offer we will compensate you accordingly. If our offer is not accepted we will work with an independent arbitrator where appropriate.
HelloYugo will not take responsibility for the items reported as damaged if HelloYugo is not performing transportation and/or final delivery of the items. The customer is to seek damages through the 3rd party arranged/hired by the customer.

6. Safety of Moving Crews and Customers

All HelloYugo Inc. moving personnel crews have undergone 2 weeks of intensive moving training which covers job safety, packing and unpacking, lifting, securing items, safe driving and customer service training.
Our moving personnel are covered by WSIB insurance which HelloYugo Inc. covers by the province of Toronto Law.
Customers are advised not to get involved in the carrying of items which they are paying for the services of HelloYugo Inc. to do so. If a customer lifts an item and becomes injured, they do so at their own risk. HelloYugo Inc. is not liable for any claims and damages that a customer causes themselves during their move.
Customers are expected to treat HelloYugo Inc. moving personnel crews respectfully. HelloYugo Inc. reserves the right to stop a move if a customer is harassing HelloYugo Inc. moving personnel.

7. Contactless Moving Services

In the situation that a customer or his/her legal representative can not be present during the physical process of their move day, they are required during the booking process to inform HelloYugo Inc. that they will not be present and will require a “contactless moving” service. Contactless moving is where the customer or their legal representative at no point physically are on-site at the pickup or delivery address, at the time of the removal and or delivery of shipment.
If a customer books a contactless moving service with HelloYugo Inc. the customer agrees to HelloYugo Inc.'s contactless moving services terms and conditions. By paying your HelloYugo Inc. services deposit and or any moving fees you agree to be bound by HelloYugo‘s Product and Services Terms & Conditions.
The customer must make themselves available online during their contactless move day to take the phone and video calls with HelloYugo Inc. moving personnel to view their move day, answer any questions and view their completed move.
The customer is required to sign their bill of lading electronically to acknowledge the accurate loading and completion of their move with HelloYugo Inc..
It is agreed that by accepting the shipment from their “contactless moving” service the customer will not hold HelloYugo Inc. liable for any claims or damages for building and or apartment damage such as dents, scratches, damage to walls, floors and doors.
HelloYugo Inc. will not be held liable for any claims or damages for items that are already broken or damaged on arrival. HelloYugo Inc. may take images of any items that are already broken and damaged and report them to the HelloYugo Inc. claims department before touching and moving the item. HelloYugo Inc. will not cover existing damaged and broken items with the basic insurance policy required by the Department of Transportation amounting to 0.60 cents per pound of an item and will not provide any further compensation for these items.
HelloYugo Inc. will not be held liable for any damages or claims to items and boxes self-packed or wrapped by the customer. This includes boxes packed by the customer incorrectly that are susceptible to damage. HelloYugo Inc. will cover such claims with the basic insurance policy required by the Department of Transportation amounting to $0.60 per pound of an item and will not provide any further compensation for these items.
HelloYugo Inc. will not be held responsible for disposing of any items or rubbish that are not included in the customer moving inventory list as an item to be moved or taken by HelloYugo Inc. for disposal, HelloYugo Inc. will leave items in the property that have been not included in the customers moving inventory list as an item to be moved or taken by HelloYugo Inc. for disposal. HelloYugo Inc. will strictly not be liable to pay for any disposal fees the customer incurs from their building management company for these items to be disposed of after the moving service has been completed, the customer is responsible for paying for this disposal fee imposed by their building management company for items which where not moved.
The customer is responsible for providing HelloYugo Inc. access to their pick up and drop off location via a legal representative or building management. HelloYugo Inc. is not responsible for the security of the pick up or drop off location during the contactless move and will not be held liable for any claims of theft, damage or lost keys to the location. HelloYugo Inc. to the best of its ability will close the location main door and hand back any keys to a designated representative to the customer at the location. It is the responsibility of the customer to ensure keys have been handed over and doors have been locked. HelloYugo Inc. will not drive to drop off keys to the customer’s legal representative or ensure a safe and secure lock up of all access points of the location when leaving and entering the location during a contactless move.
HelloYugo Inc. can not guarantee the accuracy that all items will be packed and moved during the election of contactless moving service by the customer. HelloYugo Inc. can only move the items that have been included in the inventory list and can only assume what those items are when packing and performing a contactless move in the absence of the customer. If the customer can not be available for a video call for the entire packing and loading process the customer acknowledges that they will not hold HelloYugo Inc. liable for any items that were not packed or forgotten. It is the responsibility of the customer to ensure they provide an accurate inventory list, and instructions per item and be available for a call to help direct the movers, especially for full packing contactless moving services.

8. Packing and Unpacking

Moving materials used to move your items belong to HelloYugo Inc. and are retrieved at the end of your move. Any purchased moving materials before your move from HelloYugo Inc. belong to the customer. Moving materials such as moving blankets, TV boxes, Wardrobe boxes, Picture boxes and any other moving material belong to HelloYugo Inc. and will be retrieved at the drop off location prior to departure.
Transportation of breakables without proper or recommended containers: Unpacked items of a fragile or breakable nature include, but are not limited to, the following: Waterbed mattresses, a glass of any kind, lamps, lampshades-pictures, mirrors, marble, granite, stone, pottery, LCD or plasma TV’s and artwork of any kind. They MUST be packed in a proper box. Damage claims for such, will not be honored unless items are packed or crated in the recommended container by the Carrier. The shipper accepts responsibility for any item that is placed onto our trucks without the proper packaging. HelloYugo Inc. will always recommend proper containers for such items.
Full packing and unpacking services performed by HelloYugo Inc. will be completed if requested by the customer at an additional service fee. Last-minute packing requests may not be serviced.
HelloYugo Inc. will provide packing paper, boxes and packing supplies if packing service has been requested at the time of booking to complete the packing service Packaging supplies are included in the packing service fee.
HelloYugo Inc. will not provide bubble wrap for any items unless requested by the customer at the time of booking.
HelloYugo Inc. will not organize the items in the boxes while packing unless requested by the customer at the time of booking. HelloYugo Inc. will pack items in accordance with the room they are in and the type of item they belong to. HelloYugo Inc. will randomly and safely pack items but will not separate the content of drawers that need to be packed among the boxes. The packing will be done in the order that is most effective for an efficient and safe operation. It is the responsibility of the customer to organize their items before HelloYugo Inc. commences the packing service.
HelloYugo Inc. is not responsible for additional packing of boxes if the number of boxes is not enough which was agreed upon booking by the customer, unless the customer agrees to the additional fees that are predetermined for any additional packing at the time of booking.
If the customer has requested unpacking services HelloYugo Inc. will unpack the boxes and dispose of the cardboard boxes and packing materials used at the time of packing.
HelloYugo Inc. will unpack the items at the designated place upon customer instruction but will not organize the content of boxes as customer desires nor in a stylish/designer manner.
HelloYugo Inc. will safely and efficiently unpack china and kitchen box content but will not organize china and breakables in a matching grouping or stylish/designer manner.

9. TVs and Electronics

Appliances and other electronic devices: HelloYugo Inc. will not be held liable for any internal components of an appliance and/or electronic device. When moving appliances & electronics it can be necessary to tilt or turn these in a position that is other than upright. Doing this can cause loose components that are inside to come loose. Also, vibrations in the truck can cause components that may have already been loose to come apart. Therefore, HelloYugo Inc. does not warranty the internal components of any appliance or electronic device.
The customer is required to turn on their TV before HelloYugo Inc. packs the TV, both the HelloYugo Inc. foreman and customer are to acknowledge on the signed bill of lading that the TV works or does not work at the pickup and drop off location. If the TV does not work at the pickup location HelloYugo Inc. is not held responsible for any damages or claims.
If the TV does work at the pick up location and does not work at the drop off location and no external damage is visible HelloYugo Inc. is not held responsible for any damages or claims.
If the TV does work at the pick up location and does not work at the drop off location and external damage is visible HelloYugo Inc. will process the damages and claim for the customer.
HelloYugo Inc. will not be responsible for damages to the TV if packed by a customer in their own box before the crew’s arrival.
HelloYugo will dismount a wall-hanging TV if agreed at the time when the customer is booking their move free of charge, every additional TV wall dismount is $50 per TV. If HelloYugo is required to dismount a TV that was not outlined in the inventory list when the customer was booking their move, a dismount fee of $50 per TV will apply.
HelloYugo does not offer TV wall mounting services, or any wall mounting services
When moving any appliances, HelloYugo Inc. is not responsible for disconnecting the electricity and will not be responsible for disassembly/assembly of any appliances that cannot fit through the door unless previously agreed at the time of booking.

10. Special Handling

Special handling services defined by HelloYugo are packing, handling and assembly/disassembly services for heavy, valuable, fragile and unique items, and or moving requests. Special handling services require additional labour, skills, equipment, planning and materials, which subsequently require a special handling fee.
When booking your move, the customer is responsible for clearly defining all of their items and required moving services, HelloYugo will inform the customer which items or required moving services have an associated special handling fee or service charge.
Additional padding/protection handling is applicable for furniture that consists of one or more of the following but is not limited to marble, any type of stone, glass, crystal, mirrors, screens (Pelotons, etc), or picture frames larger than 4 ft x 4 ft. These items might be subject to additional protection with moving blankets, cardboard and even wooden crating; thus resulting in additional fees.
Additional disassembly/reassembly handling is applicable for furniture that requires movers to take out 8 screws or more or spend 20-plus minutes to disassemble/reassemble. Items that fit under this category include, but are not limited to: armoires, bookcases, shelves, cabinets, entertainment centers, beds (storage, captains, canopy, electric, loft, trundle, bunk, adjustable), sofas, wall units, etc.
Additional heavy item handling is applicable for any piece, or furniture that weighs more than 200 lbs. Examples of such items include, but are not limited to; pianos, large tables, gym equipment (ellipticals, treadmills, etc), armoires, large dressers (triple, double), recliners, electronic appliances (fridges, washers, dryers), sculptures, art installations, items made out of heavy stones, heavy metals or full wood, etc.
HelloYugo strictly does not assemble out-of-the-box furniture of any kind, HelloYugo will move boxed items but does not offer assembly services for unboxing furniture items
HelloYugo does not assemble furniture that was previously disassembled by another individual or company. HelloYugo will move the disassembled pieces however it is the responsibility of the customer to assemble that piece of furniture
HelloYugo reserves the right to refuse to disassemble or move pieces that require special instructions or training to be moved. Such items include, but are not limited to; gym equipment, built-in furniture installations, pool tables, refrigerators, and commercial equipment.
HelloYugo reserves the right to refuse to move or leave behind an item or piece of furniture based on the crew foreman’s assessment of the situation, with the main factors being the safety of all parties and potential damages that could occur; eg. The foreman concludes that moving a piece is dangerous to the environment (walls, floors, doors), the state of the piece (possible damages) and most importantly the health and safety of movers, customers and bystanders.

11. Furniture Assembly & Disassembly

HelloYugo Inc. will not be held liable for any damages caused when assembling and disassembling furniture. It is at the discretion of HelloYugo Inc. to determine if an item requires additional handling fees due to the size and complexity of the requested assembly and disassembly services.
It is the responsibility of the customer to fully disclose the true nature of the size and complexity of their items. HelloYugo Inc. has the right to charge additional handling fees or refuse to move an item if, on the day of a move, large and complex items are present which were not fully disclosed at the time of booking.
It is the responsibility of the customer to provide furniture assembly manuals for any complex or large items.
It is the responsibility of the customer to contact the manufacturer of an item if it requires specific handling and care for the manufacturer to send their technicians to disassemble the item before HelloYugo Inc. picks up the item to be moved.
HelloYugo Inc. provides a variety of furniture handling services, some of which require special handling that must be communicated before the move as they may require an additional fee and resources to complete the move safely.
Large wall units must be communicated at the time of booking to ensure resources are available to handle such items, an additional handling fee will apply.
Armoire, china cabinets, pool tables, pianos, exercise machines and similar oversized items that cannot be moved in one piece due to size or fragile material such as glass or compressed wood require an additional handling fee as they must be disassembled and reassembled.
HelloYugo Inc. will strictly not assemble furniture or any item that was not disassembled by HelloYugo Inc. at the pick-up location. HelloYugo Inc. will not be held liable for any damages or claims regarding the damage of items disassembled and packed by the customer.
If a customer’s furniture or item requires special handling that was not disclosed to HelloYugo Inc. during the booking process or disclosed to HelloYugo Inc. with a minimum of 4 business days’ notice prior to their move day HelloYugo Inc. reserves the right to not disassemble the furniture item. HelloYugo Inc. requests that customers seek expert and professional furniture disassembly services for complex and special items that require special handling prior to their move day so that HelloYugo Inc. can move the disassembled item to the drop-off location, HelloYugo Inc. will not assemble such items at the drop-off location. HelloYugo Inc. will aim to move such items if possible without disassembly. If the item can not be moved without disassembly, and special handling is required, HelloYugo Inc. reserves the right to move the item, and will not be held liable for any damages or claims. The customer will be responsible for sourcing the appropriate experts to disassemble and assemble the furniture for it to be moved safely. HelloYugo Inc. will not be held liable to refund the charged items that are not moved due to the customer’s inability to inform HelloYugo of special handling requirements.

12. Furniture & Mattress Disposal

HelloYugo Inc. can perform furniture disposal service at the request of the client to a disposal center if requested at the time of booking for an additional fee.
HelloYugo Inc. will inquire about additional fees for disposal of the items to a disposal center to cover additional mileage, labor and additional stops as well as the charges required by the disposal center.
HelloYugo Inc. provides plastic cover for mattress disposal
HelloYugo Inc. will dispose of a customer’s items on the curb if previously requested by the client at the time of booking and per the city’s curbside disposal pick-up days. HelloYugo Inc. is not responsible for any fines or penalties of illegal curbside disposal, it is the responsibility of the customer who owns the possessions and requested such services at the time of booking. HelloYugo Inc. will not dispose of any items curbside on the day of the day of the move if the customer had not previously requested the service when booking their move, with no exceptions.
HelloYugo does not provide disposal services for a customer’s miscellaneous items for disposal during their moving day and unpacking process. unless packed by the client into the box and marked as ”For disposal”. HelloYugo can dispose of moving boxes packed by the client and marked for disposal by the client or any other items that the client reported for disposal, prior to the moving day. If the customer requires more items to be disposed of an additional disposal fee will be applied.

13. Client referral program

HelloYugo Inc. offers a client referral program which awards a referrer with a commission fee on their referral’s completed move. The following conditions must be met for the referrer to earn their commission fee:

The referrers’ referral must move and complete their paid services with HelloYugo Inc. Which means that if you refer a friend and they don’t move with HelloYugo Inc. you do not earn a referral commission fee. Referral fees are only paid on completed and paid-in-full moves by HelloYugo Inc.
All referrals must be submitted through the HelloYugo Inc. referral program form sent via email. If you referred a friend verbally to HelloYugo Inc. you are not entitled to a commission fee.
If you qualify for a referral fee, the referral fee will be sent to your submitted mailing address within 30 days from the date the move has been completed and earned.
The method of referral fee payment is strictly via certified bank check, which will be sent to you via HelloYugo, to the mailing address provided by the referrer via the referral program web submission form.

HelloYugo Inc. offers a 5% referral commission for local moves on the total and paid invoice
HelloYugo Inc. offers a 5% referral commission for Long Distance on the total and paid invoice for any out of province moves, out of Toronto.
HelloYugo Inc. reserves the right to change the commission fee at any time, and or cancel this commission referral program.
The referred customer does not earn a commission or discount on their own if they are referred to HelloYugo Inc. via this program. If the customer quotes a promo code during their booking process they can earn a discount on the move.
The referee who earns a commission fee cannot apply that commission fee as a credit for any future moves or services from HelloYugo Inc. nor can it be applied as a discount to future services of their or any contacts of theirs.
If the referred customer has an open or pending claim with HelloYugo Inc. which could result in a loss of earned revenue and damages, HelloYugo Inc. reserves the right to not pay the referrer their commission fee as no revenue has been earned. HelloYugo Inc. with discretion may pay the refer a flat commission fee of $50 if their referral has an open and pending claim, no matter what the original percentage fee that could have been earned was without a pending claim.
HelloYugo Inc. does not under any circumstances honour any referrers’ referral submissions forms, emails or calls for a referral commission post the referral’s booking move date – the date on which the deposit and service agreement have been signed. All referrals are to be made prior to the referral booking their move with HelloYugo Inc. HelloYugo will not pay or honor any referral commission fees for referrals made post the referral booking date.
HelloYugo Inc. will not honour referral commission fee payments to referrers who refer customers who have previously moved with HelloYugo Inc. as a repeat customer. A referrer cannot refer or earn referral fees for a referral who has previously moved with HelloYugo Inc..
HelloYugo Inc. does not honour any referral commissions or pay any referral fees to a referrer who refers a customer to HelloYugowho and has already been in contact with and received a quote from HelloYugo.
HelloYugo Inc. offers a 5% referral commission for Long Distance moves on the total and paid invoice for any out of province moves, out of Toronto.
Toronto to Ottawa is considered a Long-distance move and therefore a 5% commission fee will be paid on the total and paid invoice for any out-of-province moves.

Broker Referral Program

All participants of HelloYugo Inc. Broker Referral Program participate at their own free will, and under no contract to HelloYugo. Participants acknowledge that they release HelloYugo Inc. from any damages and claims as participants in this program.
HelloYugo is not associated with or is a legal representation of any broker, real estate firm or individual who participates in this program. Each party is its separate entity.
HelloYugo Inc. offers a broker referral program which awards a broker referrer with a commission fee on their referral’s completed move. The following conditions must be met for the referrer to earn their commission fee:

The referrer’s referral must move and complete their paid services with HelloYugo Inc.. which means that if you refer a client and they don’t move with HelloYugo Inc. you do not earn a referral commission fee. Referral fees are only paid on completed and paid-in-full moves by HelloYugo Inc.
All referrals must be submitted through the HelloYugo Inc. broker program referral program web quote form page with the brokers unique HelloYugo Promo code. Or when the referred client is booking their move with HelloYugo mentioning the broker’s unique HelloYugo promo code via email or over the phone.
If you qualify for a broker referral fee, the referral fee will be sent to your submitted mailing address within 31 days from the date the move has been completed and earned.
The method of referral fee payment is strictly via certified bank check, which will be sent to you via HelloYugo, to the mailing address provided by the broker when onboarding into HelloYugo’s Broker referral program.

HelloYugo Inc. offers a 5% referral commission for local moves on the total and paid invoice.
HelloYugo Inc. offers a 5% referral commission for Long Distance on the total and paid invoice for any out of state moves, out of Toronto.
HelloYugo Inc. reserves the right to change the commission fee at any time, and or cancel this commission referral program.
The referred customer does not earn a commission or discount on their own if they are referred to HelloYugo Inc. via this program. If the customer quotes a promo code during their booking process they can earn a discount on the move.
The broker referer who earns a commission fee cannot apply that commission fee as a credit for any future moves or services from HelloYugo Inc. nor can it be applied as a discount to future services of their or any contacts of theirs.
If the referred customer has an open or pending claim with HelloYugo Inc. which could result in a loss of earned revenue and damages, HelloYugo Inc. reserves the right to not pay the referrer their commission fee as no revenue has been earned. HelloYugo Inc. with discretion may pay the refer a flat commission fee of $50 dollars if their referral has an open and pending claim, no matter what the original percentage fee that could have been earned was without a pending claim.
HelloYugo Inc. does not under any circumstances honor any broker referrers’ web referral submissions forms, emails or calls for a referral commission post the referrals move date, or post the referral booking move date. All referrals are to be made before the referral booking their move with HelloYugo Inc.. HelloYugo Inc. will not pay or honor any referral commission fees for referrals made after the referral booking date and move date.
If a Broker referrer makes a referral that elects HelloYugo Inc. storage move in services, that is the only storage job service that the referrer will earn their commission fee, if all referral conditions are met. HelloYugo Inc. will not pay the referrer any referral commission fees on other storage service job types such as storage move-out services or monthly storage fees associated with that referral customer. Only with the original and single job type of storage move-in services can a referrer earn referral commissions.
HelloYugo Inc. will not honour broker referral commission fee payments to broker referrers who refer customers who have previously moved with HelloYugo Inc. as a repeat customer. A referrer cannot refer or earn referral fees for a referral who has previously moved with HelloYugo Inc..
HelloYugo Inc. does not honour any broker referral commissions or pay any referral fees to a broker who refers a customer to HelloYugowho and has already been in contact with and received a quote from HelloYugo.

14. Customer Privacy

HelloYugo Inc. is committed to protecting your privacy. This Statement of Privacy applies to HelloYugo services and governs data collection and usage at all HelloYugo websites, third-party lead platforms, emails, phone calls and the physical completion of services.

Collection of Personal Information

HelloYugo collects personal information via phone, email, web form or third-party lead provider, such as your email address, name, home or work address, telephone number, bank account information and credit/visa card details. Information collected by HelloYugo Inc. is used for the billing and provision of the purchased or related services. HelloYugo does not collect any information about your computer hardware and software.

How we use your Personal Information

HelloYugo Inc. collects and uses your personal information to process service orders and deliver the services requested. HelloYugo Inc. may also use personal information to inform you of other products or services available from HelloYugo Inc., or its affiliates. HelloYugo Inc. may also contact you via email marketing communication, and surveys to research your opinions of current services or potential services.
HelloYugo Inc. may, from time to time, contact you on behalf of external business partners about a particular offering that may be of interest to you. In those cases, your personal information (e-mail, name, address, telephone number) is not transferred to the third party.
HelloYugo Inc. may occasionally hire other companies to provide limited services on our behalf, such as international and long-distance moves, providing customer support, processing transactions, providing services, or performing statistical analysis of our services. We will provide those companies only the information needed to deliver the service they provide.
HelloYugo Inc. does not collect use or disclose sensitive personal information, such as race, religion, or political affiliations, without your explicit consent.
HelloYugo Inc. may access and/or disclose your personal information if required to do so by law or in the good-faith belief that such action is necessary to: (a) conform to the edicts of the law or comply with legal processes served on HelloYugo Inc. or the site; (b) protect and defend the rights or property of HelloYugo Inc., including its website; or (c) act under exigent circumstances to protect the personal safety of users of HelloYugo Inc. or the public.
Personal information collected on this site may be stored and processed in Canada or any other country in which HelloYugo Inc. or its affiliates, subsidiaries, or agents maintain facilities, and by using this site, you consent to any such transfer of information outside the country.
For what purposes do we collect, hold, use and disclose personal information? The main reasons we may collect, use, hold and disclose personal information include:

Our general business operations and functions, including providing you with our product and services;
To provide and answer questions about products and services to you and/or your organization and to send communications when requested;
To conduct business processing and related functions including providing personal information to our related bodies corporate, clients, contractors, service providers or other third parties;
To update our records to keep your contact details up to date;
To process and respond to any complaint made by you;
To comply with our legal or regulatory requirements, or where required by law;
Conducting business on our website, improving our websites, and;
For any other purpose related to or ancillary to any of the above.

Security of your personal information

HelloYugo is committed to protecting your personal information. We use a variety of security technologies to help guard against unauthorized access, use, or disclosure. For example, we store the information you provide on computer systems in controlled facilities with strictly limited access. This includes your name, address and credit card information. HelloYugo uses trusted and large third-party technology vendors who use data encryption technology. Credit card and billing information is collected on and stored on our Square and QuickBooks merchant accounts.

15. Liability waiver during a state of emergency, pandemic or natural disaster

Under the 2020 COVID-19 province of Ontario Executive Order “Essential Business,” HelloYugo is an “Essential Business”. We have increased the sanitization of our trucks & equipment to protect our customers. Our essential workers “movers” & “foreman” are also advised under strict company policy to wear face masks & gloves during every customer move. They are also advised to wash their hands frequently and use hand sanitizer gel provided by the company. If they are sick they are advised to stay home until they have made clearance.
HelloYugo will not be held liable for any damages if a customer or member of the community gets sick during the 2020 COVID-19 province of Ontario Executive Order ” Essential Business”. If you decide to move with HelloYugo Inc. during the COVID-19 province of Ontario Executive Order “Essential Business” it is at your own risk and acknowledgement of this term, we will not be held liable for any damages, sickness or death for a customer.

16. Disclaimer of warranties: Limitation of Liability

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.
HelloYugo Inc. is not responsible for delays due to road traffic conditions.
HelloYugo Inc. is not responsible for a building’s time restrictions.
You agree that from time to time we may remove the service for indefinite periods or cancel the service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided ‘as is’ and ‘as available’ for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.In no case shall HelloYugo Inc., directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some provinces or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such provinces or jurisdictions, our liability shall be limited to the maximum extent permitted by law.