1. Service Model
Movygo Inc. ("Movygo") is an on-demand and scheduled delivery marketplace operating across supported Canadian cities and service areas. Driver availability is not guaranteed and depends on market conditions, launch status, supported service types, accepted vehicle types, route, item profile, and driver choice.
Submission of an order does not guarantee driver acceptance, assignment, pickup, or completion.
2. Item Preparation and Packaging
Customers must ensure items are ready, lawful, reasonably clean, and packaged or protected as appropriate. Drivers are not responsible for professional packing unless a separate packing service is expressly offered and booked.
3. Loading, Unloading, Helper Time, and Stairs
Basic transport may not include labour beyond ordinary handling associated with the selected service level. Driver help, extra helper time, stairs, elevators, long carry, and other labour-intensive services may incur additional charges. If selected labour or helper time is used, charges may be based on minimums and time increments disclosed in-app.
Drivers retain the right to determine whether an item can be safely loaded, secured, transported, unloaded, or handled using the selected vehicle, equipment, and labour resources. Drivers may refuse service where they reasonably believe the job presents a safety risk.
4. Waiting Time and Stops
Waiting time begins when the driver marks arrival. Free waiting periods and rates may vary by vehicle or service type. Additional stops may incur stop fees, extra distance charges, and waiting charges at each stop.
5. Delivery Verification
Drivers may be required to collect proof-of-pickup and proof-of-delivery records, including photos, signatures, customer acknowledgements, GPS records, contact confirmation, timestamps, and other evidence.
Drivers must take clear pickup photos before transport begins. Pickup photos should reasonably show the visible condition of the item and any existing damage, defects, packaging issues, or other notable conditions.
Drivers must take delivery photos showing the item at the delivery location before completing the order.
Pickup photos may be used to document the apparent condition of items before transport. Delivery photos may be used to document the apparent condition of items at drop-off.
These records may be relied upon by Movygo when reviewing disputes, claims, fraud investigations, damage reports, delivery confirmations, account enforcement actions, payout reviews, refunds, chargebacks, and allegations of non-delivery or damage.
5A. Undeliverable, Refused, or Abandoned Items
If delivery cannot be completed and the recipient cannot be contacted, refuses delivery, is unavailable, or no safe and lawful completion option exists, the driver may return the item, store the item temporarily, or follow Movygo instructions.
Additional charges may apply, including return-trip, waiting, storage, handling, or other operational fees where permitted by law and disclosed by the platform or policy.
6. Passenger Transport
Passenger transportation is not included as part of standard Movygo delivery or moving services. Drivers may refuse any request for a passenger ride.
If a driver independently chooses to allow a passenger, that decision is made solely by the driver and customer, outside Movygo's service scope, subject to law, insurance, and safety conditions.
7. Access Conditions and Heavy Item Disclosures
Customers must accurately disclose:
- item weight
- dimensions
- stairs
- elevators
- long-carry requirements
- narrow hallways
- special handling requirements
Drivers may refuse service where lifting, access, loading, unloading, or transport conditions present unreasonable safety risks.
Movygo is not liable for injuries, property damage, delays, or additional costs resulting from inaccurate item descriptions or undisclosed access conditions.
8. Reclassification and Safety Refusal
If the actual item, conditions, or access requirements differ materially from the booking, Movygo or the driver may re-price, require a different vehicle or helper count, delay, or cancel the order for safety or operational reasons.