Terms of service

My Mover is a marketplace. We introduce you to movers in Toronto and southern Ontario — some working for themselves, some moving companies with staff — show you their rates, and handle the booking, messaging and payment.

We are not a moving company. We do not own trucks, we do not employ movers, and we do not carry out your move. Everybody on this site is an independent business, whether that is one person working for themselves or a company with its own crew and its own staff. Each profile says which. Your moving contract is with them. Ours is with you for running the platform that connects you.

That distinction matters when something goes wrong, so it is stated here rather than buried: we can help, mediate, remove a mover and refund our own fee, but we are not the party that moved your sofa.

Browsing movers and seeing prices needs no account. Sending a request does, because a mover replying to a name typed into a form has nobody to reply to.

You must be 18 or over and give accurate details. You are responsible for what happens under your account, so keep your sign-in to yourself. Tell us immediately if you think somebody else has it.

Every mover sets their own hourly rate. We do not set it, suggest it, or take a cut that depends on it. The rate shown on a profile is the rate that mover charges.

Most movers also have a minimum number of hours. If a job finishes sooner, the minimum is what you pay — it is shown before you book and again on your booking.

Some movers charge extra for a vehicle, and there are two kinds: their own vehicle — a car, SUV or minivan, for boxes and small furniture — and a moving truck, 10ft or bigger. They are priced separately and shown separately, and a mover may offer either, both or neither. The hourly rate you see already includes whichever you chose.

Anything labelled an estimate is an estimate. It is based on how long jobs like yours usually take, and on what your mover thinks after seeing your details. You are billed for the hours actually worked, never for the estimate.

The rate is frozen when you book. If your mover raises their price next week, your job keeps the price you agreed.

You choose the date and the start time, from the times your mover actually has free. Sending a request does not confirm the job — your mover has to accept it. Nothing is charged when you send a request.

Once a job is accepted, either of you can propose a new time, and it only moves when the other one agrees. Rescheduling is free, as many times as you both like, subject to your mover having the time. A mover cannot move your job without your agreement, and you cannot move theirs without theirs.

Your mover may set an estimate of how long the job takes. That does not change your start time and does not need your approval.

You can cancel any job free of charge up to 24 hours before it starts. Nothing is charged and nothing is held against you.

Inside 24 hours, cancelling costs 2 hours at your mover’s hourly rate. For a mover charging $96 an hour, that is $192. The exact amount is shown on screen before you confirm, and it is calculated from the rate quoted when you booked — not from whatever your mover charges by then.

This is not a penalty. Your mover kept that day free and turned other work away for it, and at eight o’clock the night before there is no filling it. The cancellation fee is divided the same way as any other job: your mover receives their share and My Mover keeps its 15% service fee.

Moving a job costs nothing, at any notice. If your plans have changed rather than collapsed, propose a new time instead — it is better for both of you than a cancellation, and your mover keeps the work.

If your mover cancels, you are charged nothing whatever the notice, and we will help you find someone else. Late cancellations are recorded against that mover’s account, and movers who do it repeatedly are removed from My Mover.

We may cancel a job ourselves, without a fee to you, if we believe it is unsafe, fraudulent, or breaks these terms.

You give us a card when you book. Nothing is charged then. After the job, your mover enters the hours actually worked and the card is charged for that — the hours worked (or the minimum, whichever is greater) at the rate you agreed.

Card details are handled by Stripe and never reach our servers. Your mover never sees your card.

My Mover keeps a 15% service fee from each job. It comes out of the hourly rate you see, not on top of it, so the rate on a mover’s profile is the rate they are paid from.

Two things are added at the end, both shown as their own line before you pay: a 5% booking fee, which covers card processing, support and the verification every mover goes through; and HST, which the next section explains. Nothing else is added at checkout.

If a payment fails, we will email you a link to fix it. Unpaid jobs may be sent to collection and will stop you booking again.

Every rate on this site is shown before tax. Any tax that applies is added at the end, and shown as its own line on your booking and your receipt.

13% HST is added to every move, at the same rate for every mover. My Mover charges it, collects it and remits it to the Canada Revenue Agency under GST/HST registration 72225 8829 RT0001, which appears on your receipt.

You are buying the move from My Mover, and My Mover buys the labour from your mover. That is why the tax is ours to charge rather than theirs, why the charge on your statement says My Mover, and why two movers at the same hourly rate come to the same total. Whether an individual mover is registered for GST/HST themselves — the threshold is $30,000 of revenue over four consecutive quarters — changes nothing about what you pay.

The tax is shown as its own line before you confirm and again on your receipt. Our service fee is a matter between us and your mover and never appears on your bill.

Texts are optional and separate. Giving us a phone number does not sign you up for them — there is a box beside the field, it arrives unticked, and your booking works identically whether you tick it or not.

If you do tick it, My Mover texts the number you gave about your booked move: when a mover replies, when they are on their way, and when the job is done. Nothing else. We do not send marketing by text and we do not give your number to anyone else to text you.

Message frequency varies with how your move is going. Message and data rates may apply — those are your carrier’s, not ours.

Reply STOP to any message and we stop immediately. You will get one confirmation and then nothing. Your move is unaffected; we will email you instead. Reply HELP for our contact details, or START to turn texts back on.

Messages come from 1 (844) 685-7429. For anything else, email hello@mymoverapp.com — nobody reads replies to the text number.

You are an independent contractor running your own business — on your own or as a company with staff. You are not our employee, and nor is anybody you send to a job. You choose your rates, your hours, your service area, the size of crew you send, and which jobs you take.

You agree to:

• turn up when you said you would, or give as much notice as you possibly can;
• hold any licences and insurance the law requires for the work you do;
• charge only the rate quoted on the booking, and log hours honestly;
• never ask a customer to pay you outside My Mover;
• keep what you learn about a customer’s home to yourself.

You do not charge the customer tax. You are supplying your work to My Mover, and My Mover supplies the move to the customer. So the 13% HST on the job is ours to charge, collect and remit under registration 72225 8829 RT0001 — not yours. Never add tax to a rate you quote, and never ask a customer for it.

What you earn from a job is your payout: the agreed rate for the hours worked, less our 15% service fee. That figure is business income and it is yours to report. The HST the customer paid is not part of it and does not belong on your return. Your receipt for every job shows all three numbers separately.

If you are registered for GST/HST yourself, tell us your number when you set up as a company so our records and yours agree, and talk to your accountant about how your supply to us should be treated — that part depends on your own registration, and it is a conversation to have with someone who knows your situation. None of this is tax advice. Your accountant knows your circumstances and we do not.

Your registration fee is not refundable, including if we decline your application. It pays for the identity and criminal background check every mover goes through, which costs us the same whatever it finds. We may refund it at our discretion — for example where we have charged you in error, or turned you away without running the check.

Cancelling on a customer within 24 hours counts against your account. You are not charged for it — but 5 late cancellations suspends you for 7 days, and 5 more after that closes the account. While suspended you are off search and cannot accept new work; jobs you have already agreed to remain yours to do. The suspension lifts by itself.

Cancelling earlier than 24 hours does not count at all. If you can’t make a job, the earliest possible notice is always the right move, and nothing here discourages it.

A closed account can be reopened if you tell us something we didn’t know. Write to us and a person will read it.

We can also suspend or remove a profile for unsafe work, dishonest hours, taking payment off-platform, or anything that puts a customer at risk.

Every mover’s identity is verified and a Canadian criminal record check is run before their profile goes live. What each badge means is set out on our Trust & safety page.

Insurance is optional and not every mover carries it. Where you see an insured badge, that mover has sent us a certificate and we have checked it is real and current. Where you don’t, assume they are not insured. We show it where it is true rather than claiming it for everybody.

Insurance, where it exists, is your mover’s policy and any claim is between you and them. We will give you the details we hold and help you make contact.

We are responsible for running this platform properly: showing accurate prices, taking the right amount, passing your booking on, and keeping your data safe.

We are not responsible for the moving work itself — damage, loss, injury, lateness or anything else arising from the job. That is between you and your mover, who is an independent business.

Where we are liable, our liability is limited to the service fee we took on the job in question. Nothing here limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or for fraud.

Only a customer who completed and paid for a job can review the mover who did it. Ratings and review counts are worked out from those reviews by the system. Nobody can type them in — not a mover, and not us.

We remove reviews that are abusive, contain someone’s personal information, or are not about the job. We do not remove reviews for being negative, and a mover cannot pay to have one taken down.

Tell us. Email hello@mymoverapp.com with your booking reference and we will look at the messages, the hours logged and the charge.

We can refund our service fee, adjust hours that were logged wrongly, and mediate between you and your mover. We cannot compensate you for damage — that is a claim against your mover or their insurer, and we will give you what we hold to help you make it.

You can close your account at any time. Jobs that are booked have to be completed or cancelled first, and cancelling inside 24 hours still carries the fee.

We keep records of completed jobs after an account closes, because tax and consumer- protection law requires it. What we keep and for how long is in our Privacy policy.

We may change these terms. If a change matters to you — prices, fees, cancellation, what we do with your data — we will email you before it takes effect. Carrying on using My Mover after that means you accept it.

These terms are governed by the laws of Ontario and the federal laws of Canada that apply there. Nothing here takes away rights you have under Ontario’s Consumer Protection Act, which apply whatever this document says.