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

Quotation. Following consultation, we issue a written Quotation setting out the scope of Services, the inventory of goods to be moved (the "Inventory"), the level of Service, the applicable Declared Valuation, the price, and the scheduled date (the "Move Date"). A Quotation is valid for 7 days from issue unless stated otherwise.

Basis of the Quotation. Each Quotation is prepared on the basis of the Inventory and the access conditions you describe. You are responsible for the accuracy and completeness of that information.

Booking. A Move Date is reserved only upon our receipt of the deposit stated in the Quotation. We do not hold dates prior to receipt of the deposit and availability is allocated on a first-received basis.

Deposit. The deposit is 10% of the Quotation value for Essential and Signature Services and 15% for Estate Services. Deposits are applied against the final invoice. Deposits are payable by credit card, debit card, or electronic transfer through the secure payment link we issue. We do not accept cash at booking.

Acceptance. Payment of the deposit constitutes your acceptance of the Quotation and these Terms. The version of these Terms in effect on the date of your deposit governs your booking.

Fees, Estimates, & Changes in Scope

Fixed price. Unless the Quotation states that Services are charged on an hourly basis, the price is fixed to the scope described in the Quotation.

Changes in scope. Where the Services actually required differ from those described in the Quotation, we will issue a written amended Quotation stating the revised scope and price. We will not perform the additional Services, and you will not be charged for them, unless and until you accept the amended Quotation in writing or by recorded electronic confirmation. No crew member or driver is authorized to agree to a price variation verbally or on site.

Common causes of amendment. Circumstances requiring an amended Quotation include, without limitation: goods not listed on the Inventory; stairs, flights, or access conditions not disclosed at booking; Specialty Items (as defined in Section 10.3) not disclosed at booking; a change of origin or destination address; and building-mandated protection not previously requested.

Extended carry. Where no parking is available within 150 feet of an entrance at either address, an extended carry charge of up to $200 may apply, subject to Section 4.2.

Additional distance. Where the route exceeds the distance quoted by more than [10] kilometres, a mileage adjustment may apply, subject to Section 4.2.

Waiting time. Waiting time caused by building access failure, elevator lockout, absent permits, or your delay is chargeable at the rate stated in the Quotation, commencing only after we have notified you that waiting time has begun.

Hourly Services. Where Services are quoted hourly, minimum durations apply as stated in the Quotation, time commences when our crew arrives at the origin address and begins work, and additional time is billed in 30 minute increments at the rate stated in the Quotation, subject to Section 4.2.

Parking infractions. Parking fines incurred by our vehicles are our responsibility. Obtaining any parking permit required at your addresses is your responsibility unless the Quotation states otherwise.

Taxes. All prices are exclusive of applicable taxes, which are added at invoicing.

No discounts. We do not issue promotional codes, coupons, or discounts, and we do not price-match. Any variation to standard pricing is recorded in the Quotation.

Gratuities. Gratuities are not expected and are not solicited. Our crews are instructed not to request them.

General Payment Terms

Balance. The balance of the invoice is due 48 hours before the Move Date. For inbound long-distance Services, the balance is due 48 hours before the opening of the scheduled pickup window. We are not obliged to commence Services while any amount is outstanding.

Methods. We accept credit card, debit card, electronic transfer, and certified cheque. Where you intend to pay by certified cheque, you must notify us in writing at booking. We do not accept cash for invoice balances.

Authorization; payment method on file. You authorize Yugo to charge amounts properly owing under these Terms and the Quotation to the payment method you provide. Where we retain a payment method on file, we will charge it only after giving you not less than [48] hours' written notice of the amount and the reason for the charge. You may withdraw this authorization in writing at any time upon providing an alternative payment method. We may use a third-party payment processor and you authorize us to share your information with that processor for the purpose of processing payment.

Pre-authorization. Where you pay by credit card, we may seek pre-authorization prior to the Move Date to verify that the card is valid and has sufficient available credit.

Interest. Overdue amounts bear interest at 1.5% per month, being 19.56% per annum, calculated from the due date until paid. The annual equivalent must be stated: section 4 of the Interest Act (Canada) limits recovery to 5% per annum where a rate is expressed for a period shorter than a year without its annual equivalent.

Collection. Where an amount remains unpaid 30 days after the due date and written notice has been given, we may refer the account to a licensed collection agency, and you are responsible for reasonable costs of collection to the extent permitted by law.

Chargebacks. Where you initiate a chargeback in respect of Services performed without first raising the matter with us under Section 13, we may respond with the signed Bill of Lading, delivery records, and photographic documentation.

Cancellation, Rescheduling, & Postponement

Cancellation by you. Notice must be given in writing to your coordinator. Deposits are treated as follows:

More than 7 business days before the Move Date: Refunded in full

1 to 7 business days before the Move Date: Retained

Less than 1 business day before the Move Date, or on the Move Date: Retained, plus 50% of the Quotation value

Peak dates. For Move Dates falling between the 25th and the 31st of any month, or between the 1st and the 2nd of any month, each notice period in Section 6.1 is extended by 2 business days.

Rescheduling. One rescheduling with not less than 3 business days' written notice is accommodated without charge, subject to availability, and the deposit is applied to the rescheduled date.

Postponement without a date. Where you postpone without confirming a new Move Date, we hold the deposit for 60 days from the original Move Date. If no new Move Date is confirmed within that period, the deposit is refunded and any subsequent booking requires a new deposit.

Materials. Cancellation or rescheduling of a materials delivery or collection requires not less than one business day's notice, failing which a handling charge of $290 applies.

Cancellation by us. We may cancel or reschedule Services where a Force Majeure Event under Section 26.9 occurs, where conditions at either address render performance unsafe, or where Section 21.2 applies. In each case, amounts paid in respect of Services not performed are refunded in full, and that refund is your sole remedy.

Refunds. Refunds are issued to the original payment method within 14 business days.

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.

• Customers must secure parking, elevator bookings, permits, and entry codes unless the move states Company will handle them.

• 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.

• HelloYugo Inc. is committed to ensuring a safe and hygienic moving experience for both our clients and our staff. Therefore, we reserve the right to refuse the moving of items or access to apartments that do not meet acceptable sanitary standards. If our team determines that the condition of the items or the premises poses a health risk, we may cancel the service at our discretion. Clients are encouraged to ensure that all items and areas are clean and free from pests or hazardous conditions prior to the scheduled moving date.

• 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 Plus+ 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/Sign off sheet” 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 $15,000). For example: a 100 lbs item is valued at $60. The BASIC plan does not cover repair or replacement of items, only a monetary payout based on the weight of the item.

• For added protection, we offer the Premium Protection Plan. With this plan, your belongings are covered for the repair of furniture items or at a rate of $1.50 per pound, depending on your preference. The max value of coverage is $35,000. For example: a 100 lbs item is valued at $150 or, if it requires a basic repair, the plan covers some of the repair costs. All Yugo Plus+ and White Glove moves come with the Premium Protection Plan included at no extra charge, ensuring your items are covered for repair or a $1.50 per pound payout, depending on your preference. Major and complex repairs are not covered by this option. Please ask your moving specialist about this option.

• Additionally, we offer the Enhanced Value Protection for an additional cost of $450 - $2,500 per move depending on the size of the move. Your belongings are covered to a value of up $5.00 per pound per article (max value of $50,000). This means you will be paid $5.00 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 $500. In certain cases, a damaged item may be professionally repaired to restore it to its original condition. 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/claimsand 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.

8.1 Prohibited Items (Cannot Pack or Transport)

These are prohibited due to safety, legal, or insurance restrictions.

• Hazardous Materials & Dangerous Goods(per Transport Canada regulations)

  • Flammable liquids (gasoline, lighter fluid, paint thinner)

  • Propane tanks (full or partially full)

  • Aerosol cans (spray paint, bug spray, cooking spray)

  • Fireworks or explosives

  • Ammunition or firearms (unless licensed transfer and transport is arranged)

  • Industrial chemicals, solvents, and acids

  • Compressed gas cylinders (oxygen tanks, scuba tanks unless empty and certified safe)

  • Kerosene, lamp oil, and fuels

  Perishables & Food

  • Fresh produce, meat, dairy, or frozen goods (unless same-day refrigerated transport is arranged)

  • Opened food containers that can spill or spoil

  • Items with strong odors that can contaminate other goods

  Living Things

  • Pets (of any kind)

  • Plants in soil (pest and soil transfer regulations) — must be bare root or artificial

  • Live fish, aquariums with water

  Personal & Sensitive Items(for liability and privacy)

  • Cash, jewellery, and precious metals

  • Birth certificates, passports, government ID cards

  • Legal documents, wills, financial records

  • Credit cards, cheques, or sensitive banking information

  • Medications and medical equipment critical for health

  • Confidential business files or trade secrets (unless under specific B2B agreement with security protocols)

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.

• Wall mounting, ceiling mounting, electrical, gas, or plumbing connections require licensed trades. Company does not modify wiring or structure.

• 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. Timing, Windows, and Delays

• Arrival windows are estimates. Traffic, weather, building delays, and prior job overruns may shift timing.

• Waiting time caused by access issues, elevator lockouts, or missing permits is billable.

• Company is not liable for consequential losses from delay, such as lost wages, hotel costs, or contractor penalties.

13. Force Majeure

• Company is not liable for delay or non‑performance due to events outside reasonable control, including storms, floods, strikes, power failures, road closures, or supplier failures.

14. 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.

15. 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 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 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.

16. 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:

1. Our general business operations and functions, including providing you with our product and services;

2. To provide and answer questions about products and services to you and/or your organization and to send communications when requested;

3. To conduct business processing and related functions including providing personal information to our related bodies corporate, clients, contractors, service providers or other third parties;

4. To update our records to keep your contact details up to date;

5. To process and respond to any complaint made by you;

6. To comply with our legal or regulatory requirements, or where required by law;

7. Conducting business on our website, improving our websites, and;

8. 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.

17. 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.

18. 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.