In short
- A consumer contract for moving services must be in writing if it is worth more than $50.
- The mover cannot charge more than 10% above the estimate in your contract, unless you need extra supplies or services and agree.
- A contract signed in person in your home has a 10-day cooling-off period that starts when you get a copy.
- A mover cannot hold your belongings to force extra payment; that is an offence under the Consumer Protection Act.
- The province does not license moving companies.
The contract is the price
On the phone a mover quotes a rate and a time. In the contract those become terms you can enforce. Ontario’s Consumer Protection Act sets the floor: a moving contract worth more than $50 must be in writing and must clearly show the terms of the agreement.
The province does not license movers. The protection comes from the contract and the Act, so the paper matters more than any promise made on the call. The quote checklist covers the questions for the call itself.
What the contract must contain
Ontario lists the content every moving contract needs:
- the mover’s name, address and contact information;
- a description of the services and an itemized list of prices;
- the total amount you will pay;
- start and end dates for the service;
- the terms of payment.
Ontario also names items you can add: the estimate, the number of staff, the estimated hours and the size of the vehicle, who is responsible for damage or loss, the insurer’s name and policy number, and any licences or customs documents for a border crossing. Crew size and truck size in writing leave less room for a surprise on the day.
The 10% rule
When the contract carries an estimate, the mover cannot charge you more than 10% above it, unless you need additional supplies or services and agree to an increase. On a $1,000 estimate the ceiling is $1,100.
The rule works only if the estimate is in the contract. A number said aloud on the phone carries no protection. Ask for the estimate on paper before the crew arrives. Hourly work is billed on actual time, so the estimated hours are the figure to pin down; see the hourly rates page.
Where and how you sign
Ontario sets different rules by the way the contract was made.
In person, in your home. This is a direct agreement. You get a 10-day cooling-off period, starting after you receive a copy, to cancel for any reason. It still applies if the move falls inside those 10 days, but you must reasonably compensate the company for services already provided. Without the basic information in your copy, you can cancel within one year.
Online. This is an internet agreement. The company must let you accept, decline or correct the contract before you accept it, or you can cancel up to seven days after receiving a copy. It must give you a written copy, for example by email, within 15 days of acceptance. Without the basic information, the window to cancel is 30 days.
By phone or mail. This is a remote agreement, with similar accept, decline and correct rules, and a one-year window if the copy lacks the basic information.
A contract can fall into more than one category. Consumer Protection Ontario can say which rules apply.
Deposits and cancellation
The Ontario page does not set a deposit amount or a cancellation schedule. Those are terms of the company’s own contract, so read them before you pay. One Ottawa firm publishes that a cancellation 15 days before the reserved date carries no fee and the deposit is refunded, while a cancellation inside two weeks leaves the deposit non-refundable. Treat that as an example of one firm’s policy and ask the company that calls you for its own, in writing.
Crews fill near month-end and in summer; see July 1 moving day.
On the day, and if it goes wrong
Ontario advises being ready when the crew arrives, carrying valuables and personal documents yourself, supervising pickup and delivery, and noting missing or damaged items before the movers leave.
A mover cannot hold your belongings to pressure you into renegotiating. Ontario calls that an unfair practice and an offence. When you pay to get your goods back, mark the invoice “paid under protest” and keep a copy. Complaints go first to the company in writing, then to Consumer Protection Ontario, which says it contacts you within 15 business days and examines each complaint case by case. For apartment and condo moves, the building’s rules sit beside the contract; see apartment moving.
Whose contract it is
Ottawa Moving Desk forwards your request to one independent mover. The quote and the contract come from that company, and the rights on this page apply between you and it.
Questions to ask the company
- Will you put the estimate, crew size, estimated hours and truck size into the contract?
- Who is your insurer, what is the policy number, and does it cover items I packed?
- What is the deposit, and what do I get back if I cancel or you cancel?
- Where do I sign: at your office, in my home, or online, and when do I get my copy?
- What happens to the price if the move runs longer than the estimated hours?
Have this ready for the call
- The written estimates from the other companies, to compare line by line
- Your home insurance policy, to see what it covers in transit
- A way to keep copies: photos of every page you sign and the invoice
- The date when you must be out of the old place, and the date the new place is ready
Questions people ask
How long do I have to cancel a moving contract?
It depends on how you signed. In your home, in person: a 10-day cooling-off period that starts when you get a copy. Online, if the company did not let you accept, decline or correct the contract: 7 days after you receive a copy. Ask the company which category your contract falls in.
What if I never get a copy of the contract?
Ontario lets you cancel if the contract lacks the basic information the Consumer Protection Act requires, or if you were not given a copy. The window is one year for in-home and phone contracts, and 30 days for an internet contract. Keep your emails and any texts.
Can a mover keep my furniture until I pay more?
Ontario calls holding your items to pressure you into renegotiating an unfair practice and an offence. If you pay because you feel you have no choice, write that you paid under protest on the invoice, keep a copy, and follow up with the company, the police or Consumer Protection Ontario.
What if the mover misrepresented the service?
If a moving company misrepresented its product or service, Ontario says you can withdraw from the contract within one year. Keep the ad, the quote, messages and the contract.
How do I file a complaint against a moving company?
Contact the business first by letter or email and keep a record. If it does not resolve the problem, file online or by email at no cost. Ontario says it will contact you within 15 business days. Attach the contract, invoices, payment records and your letter. The service is Consumer Protection Ontario.
