At Qwest Haven Relocation Services we want you to understand the details of your relocation contract. When moving with a Professional Service in Canada you have Legal Rights under both Provincial and Federal jurisdiction, which we adhere to throughout your transfer. We ask that you take the time to review our policies and procedures carefully to ensure that there are no misunderstandings as to any portion of your expectation of service. Your moving consultant will try to answer and anticipate all of the particulars pertaining to your relocation to the best of their ability. As to any unforeseen or mitigating circumstances, the following represents our Rights and Responsibilities policies which will determine outcome, remedy, or further need for arbitration, in the matter of service short falls, or consumer liability. You may also want to visit Industry Canada's Consumer Checklist.

Rates:

Moving quotations are based on a rate per lb scale (sometimes referred to as per 100lb rate or cwt). This graduating scale takes into account distance between origin and destination and the weight intended to ship. The distance is a fixed mileage band, and affects the rate predictably. The greater the distance the higher the rate. Weight as a determining factor has the opposite effect. The greater the weight the lower the cost per lb inside the fixed mileage band.

It is important that the weight estimated is as close as possible to the actual in order to be assessed for your optimum savings.

Qwest Haven's * Best Rate Guarantee - We will meet or beat any major competitors rate per lb based on the same weight for like services.

Proof of offer will be required at time of reassessment, including other costs and policies which pertain to the competitive claim.

Qwest Haven reserves the right to restrict certain competitors, and dates for providing said services within this Guarantee. Once a rate is assessed at the time of estimate, the rate will remain in effect to the actual Cat scale weight result above the estimate.

If the weight falls below the estimated amount the rate can be changed to a higher per lb cost, if it falls below the next rate category.

This rate will still reflect a substantial savings, and will never exceed the estimated cost.

These categories lie between break-points which are 0 to 4000 to 8000 to 12000 to 16000 lbs.

Estimates:

Your moving consultant will offer you several choices in method of attaining an accurate weight assessment.

This will include but is not limited to:

Utilizing our on line calculator system embedded in this website. (Recommended)

Filling out an Industry Standard Government approved cube sheet. (Faxing signed copy to consultant.)

Providing an itemized list of household goods you intend to ship. Providing a copy of a previous visual assessment, or actual scaled weight result from a recognized professional mover.

It is your responsibility to ensure that all items intended for transport are brought to the attention of your moving consultant. Your consultant is responsible to show due diligence in translating your information into a weight value using Industry Approved measurements, and averages.

Unless special arrangements have been made and approved, in writing by Qwest Haven Relocations, the Actual Scaled Weight of your shipment will govern your final cost. All Surcharges such as % of Fuel Costs and Flat Rate Fleet Charge will be expressed on your estimate as they will appear on the Bill of Lading. All additional services requested including, Packing, Unpacking, Transit Protection, Crating etc must be confirmed at the time of booking, or received in writing prior to load date. You, the consumer, will be liable for any and all additional services required for proper performance of relocation. This may include but is not limited to: Long Carries, Stair Carries, Shuttle Service, hoisting or use of special equipment to overcome access, or other mitigating circumstances.

Transit Time Guide:

At Qwest Haven we offer a large number of trucks in rotation all across Canada. This allows us a great deal of flexibility in arranging both loading, and delivery dates to suit your needs. More often than not shipments can be either Expedited for earliest possible delivery, or Delayed to the latest date possible in order to accommodate Travel and Possession issues. Flexibility on loading date can help our operations department put you on the best truck to suit your needs. Your moving consultant will work with you to ensure that your wishes are formally taken into consideration.

Qwest Haven transit times meet or exceed Transportation Canada's hauling schedule guidelines.

Qwest Haven Relocations is not responsible for personal expenses due to late delivery for such things as, Clothes, Uniforms, Computer data, distance from temporary accommodations to work, work related tools, personal documents, medical supplies etc.

Final Weight Determination:

All shipments will be scaled on Certified Government Approved Scales (Cat Certified Scales) in order to determine actual weight.

You may request to be present at the time of scaling at anytime. Your Van Operator can inform you of the specific place and time to meet for observation.

The hauling unit will be weighed prior to arrival for loading at the closest available Cat Scale, and again directly after loading. All persons, equipment, materials and fuel will remain unaltered for both scaling opportunities. The difference between these two gross weights will be deemed the actual weight for extension of the charges on the Final Bill of Lading. Vehicles picked up at residence will have their published manufacturers weight subtracted from the total in circumstances when they are not being shipped as weight.

Shipments that are deemed by the driver to be less than the 2000 lb minimum weight will be charged as the minimum weight and may not be scaled at the drivers discretion.

In the event that you the consumer question the validity or accuracy of the results, you may request a reweigh at destination. Your request will need to be made at least 48hrs prior to drivers intended delivery. We would strongly suggest that you attend the reweigh.

This will be performed in reverse of loading circumstances, and the original scaled weight extension of the charges will be due prior to off-loading of items at destination. The lower of the two scaling opportunities will be deemed accurate, and any re-imbursement will be made.

Transit Protection:

All Canadian Moving Companies are required to assume liability for the goods they transport. There are two fundamentally different levels of liability you need to understand pertaining to your move.

Legal liability in Canada is $.60 per lb. This is not "automatic coverage" being offered to you for free, but what the movers know they are responsible for if you choose to" Release their liability". Literally this means a 10 lb chair will garner a claims settlement of $6. regardless of its actual value.

Released valuation is only recommended if you are doing so in lieu of a Home Owners policy, or other third party coverage that you have confirmed covers you in transit, and for mover damage. Reputable companies will often come forward with a reasonable remedy in case of damage due to their negligence, but by no means can you count on Replacement costs.

Transit Protection is offered as an additional charge to your move. Our coverage is valued at $7.00 per lb on the weight of your shipment at a cost of $.73 per $100.00 dollars. Movers cannot call this coverage Insurance, as we are not entitled to sell Insurance policies. All of our trucks carry 1 million dollars liability insurance coverage on the cartage contents of the trailer, including your shipment. Whether or not you will be the benefactor of your apportion of this coverage is dependent upon your choice of protection on the Bill of Lading.(Your signature on the Bill of Lading to Engage or Release the Transit Protection is the official determination and proof.)

Incidental furniture damage will not necessarily be put through on the carriers Cartage Policy, but will most often be settled directly with the carrier.

The carrier has the right to first attempt to repair a damaged item, or offer a reasonable cash settlement in lieu of said repair. A claim must be substantiated by the shipper, showing that the claimed item has been greatly compromised in respect to its original condition stated on the inventories. Claims for carrier damage are subject to a $200.00 deductible, and are limited to an item's depreciated value, or $7.00 per lb.

Claims for moving damage must be reported to the company within 14 days of delivery, or noted on the Bill of Lading at time of delivery.

Items in Self Storage or having been moved again since the carriers original delivery, are not eligible for claims processing. Transit Protection fraud, like Insurance Fraud, is illegal.

Cancellation Policy:

Cancellation of moving services must be made in writing 14 days prior to your established load date. Postponements can be made at any time and the deposit will be held for up to 1 year to be applied to any long distance move. In the event of a refund of deposit, $50.00 will be held back for cost of administration and filing.

DISCLAIMER:

Qwest Haven Relocation Services Inc. reserves the right to refuse service to anyone in the case of:

• Uttering threats or violent behavior
• Drunk and disorderly conduct
• Non-Payment of services
• Coarse or abusive language and/or behavior
• Unreasonable expectations of service