Video quote, beta
The Guaranteed Move: The Terms, in Plain Language
These are the terms of the guaranteed-move contract, version 3.5. Each excerpt is taken word for word from the contract, with its clause number.
Last updated:
The Guarantee in Short
The guarantee in short.
Who gives it: CNS, at the address in the table.
What it covers: the fixed price (clauses 3 to 9) and the damage protection (clauses 23 to 27), for the move described in the table.
What we do if the service is badly done: if we bill you more than the fixed price when no extra under clause 8, no storage under clause 11.2 or 17.4 and no credit card fee under line 25 applies, we refund the difference. If an item is damaged, we have it repaired or we pay you, as you choose. If we pay, we pay the lower of two amounts: the cost of the repair or its depreciated value. If an item is lost, we pay its depreciated value. If our crew damages the building, we pay for the repair. If the law gives you more, the law applies.
How long it lasts: the guarantee starts on the date of the contract. For the price, it holds until the end of the move, on the dates in the table or on the new dates set under clauses 13 to 15. For damage, it covers what happens to your goods between the time we take charge and delivery. You have 60 days after delivery to send us your written notice of claim (nine months for an item that was never delivered), and three years to start a court action (clause 26.5).
Who can use it: you, and the members of your household whose goods we move. It cannot be transferred to another person.
How to use it: send your claim in writing to info@cnslogistics.ca, with photos of the damage and a short description (clause 26). It is handled by the president of CNS or by a person he names in writing. A claim of 2,000 dollars or more is sent to our insurer (clause 27).
What it costs to use: nothing.
The Fixed Price
Who can have a guaranteed move.
A guaranteed move is offered for a move that CNS packs, that starts at an address in Quebec, for a customer who lives in Quebec when the contract is made. The move may end in Quebec or in Ontario. Before we send you the contract, we check that:
a) you filmed every room and every storage space (closets, locker, shed, garage, balcony);
b) you filmed the path from your door to the place where the truck parks, and the building access;
c) you filmed or described in writing the same path at the destination;
d) you told us the floor, the stairs and the elevator at both addresses;
e) you confirmed your inventory list on your page.
By sending you the signed contract, we acknowledge that these conditions are met. We do not cancel the fixed price later because one of them was incomplete. If something is different on the day, the only results are those of clauses 8 to 11.
What is guaranteed.
The price in the table is fixed. It covers the move as filmed and declared. Everything in a filmed space is covered, however many boxes it takes to pack it. The number of boxes is our estimate and our risk. We do not bill the move by the hour, and the price does not go up because the work took longer than planned.
What the price includes.
The price includes:
a) the packers and movers shown in the table, and the truck;
b) travel to your addresses, the truck's drive back to the place where it is kept (this is not a second delivery), and fuel;
c) packing everything in the filmed spaces, and protecting the furniture;
d) boxes, paper, tape, wardrobe boxes, blankets and stretch wrap;
e) taking apart and putting back together the furniture that needs it;
f) loading, the drive, unloading, and placing each piece in the room you choose. The drive and the unloading are included once, on the days in the table.
The price does not include the following, unless it is written on line 22 of the table:
g) unpacking boxes;
h) connecting appliances to gas, water or electricity;
i) taking down or putting up anything fixed to a wall or a ceiling;
j) removing what you do not keep.
If your video shows an object fixed to a wall or a ceiling, we write it on line 22. If not, we tell you in writing, before you accept, that it is not included.
The fixed price pays for the crew and the truck on the days in the table, and for one delivery. A delivery made on another day is a second visit: we have to book a crew and a truck again. It costs you nothing in the cases of clauses 11.1 and 11.3. In the cases of clauses 11.2 and 17.4, the drive and the unloading of the second visit are not included in the price: the crew's time on that second visit is extra time (clauses 8.11 and 17.4 d).
What we absorb.
We absorb, at no cost to you:
a) more boxes than expected from what was filmed;
b) furniture heavier or harder than it looked;
c) packing, protecting the furniture, disassembly or reassembly that takes longer;
d) traffic;
e) weather;
f) the speed of our crew;
g) our truck and our equipment: a breakdown, a truck that is too small, a second trip.
Taxes and other fees.
Prices in the contract are before taxes. Taxes are added. For the move, they are those of the province where it ends: in Quebec, GST (5 percent) and QST (9.975 percent); in Ontario, for example, HST (13 percent). For storage, they are those the law provides. The table shows the taxes and the total. Apart from extras (clauses 8 and 9), storage (clauses 11.2 and 17.4) and the credit card fee on the balance (line 25 of the table), there are no other fees: no fuel fee, no administration fee. The truck rate during waiting time is part of the extras (clause 9.1). Clause 18 says what is owed if you cancel.
Extras
What is an extra.
Only the items on this list are extras. Nothing else is.
8.1 A space that was never filmed. Fewer than 10 boxes from such a space: no charge. From 10 boxes, the time for all the boxes from that space counts.
8.2 A piece of furniture that is not in the video. A piece over 50 pounds is an extra. For lighter pieces, the first two are free and the extra starts at the third. If the weight is in doubt, the piece counts as light.
8.3 Things brought into the home after filming.
8.4 The elevator is not reserved for us, or we must share it.
8.5 No space where parking is allowed at the place written on line 18 of the table, when the table says you take care of the parking. The truck then parks farther away, and the walk between the door and the truck is longer than the walk described in the table (line 5 or 6). This is the only case where that walk is an extra. We bill only the real time the longer walk adds (clause 9.2). The number of seconds in the table describes your video: it is not used to decide an extra. The speed of our crew is never an extra (clause 5).
8.6 An access or a destination different from what was filmed or declared. Examples: another floor, stairs instead of an elevator. Parking and the walk between the door and the truck are dealt with in clause 8.5 only.
8.7 The home is not ready when the crew arrives. This means: no one is there to let us in, or one of the things asked in clause 20 is not done.
8.8 Time spent waiting for keys, or waiting for you.
8.9 Work asked for on the day that is not in the contract.
8.10 A breakdown of the elevator at one of your addresses, that is nobody's fault. The first 30 minutes are at our cost. After that, the time is extra time.
8.11 The return to deliver, in the cases of clauses 11.2 and 17.4. It is a second visit: the fixed price pays for one delivery (clause 4), and the crew's time on the second visit is extra time (clause 17.4 d).
Traffic and weather are never extras. Clause 5 applies to them. A street closed by the authorities is never an extra. Clause 15 applies to it.
How an extra is billed.
9.1 The rate is 52 dollars per packer or mover per hour, before taxes, for the members of our crew on site. One exception: on the return to deliver (clauses 8.11 and 17.4 d), the rate also applies to the movers in the truck during the drive to your address. The table shows what one hour costs with your crew, for each day. On the move day, and on the delivery day (line 8) if it is another day, when the crew waits because no one is there to let us in, or waits for keys or for you (clauses 8.7 and 8.8), 50 dollars per hour is added for the truck, before taxes.
9.2 We bill only the real extra time, in 15-minute steps, rounded to the nearest step.
9.3 Before any extra work, the crew lead shows you what is extra, using your video. The crew lead writes the extra and the expected time on the bill of lading.
9.4 For an extra under clauses 8.1 to 8.3 or 8.9, you then choose. You pay for the extra, or the extra items stay behind and the extra work is not done. You initial your choice.
9.5 For waiting time (clauses 8.4, 8.7, 8.8 and 8.10), the crew lead tells you when the time starts to count and writes the time on the bill of lading. If you are not there, the crew lead calls you or writes to you.
9.6 For an extra under clauses 8.4 to 8.6, we deliver your goods. The crew lead writes the extra time on the bill of lading. We never keep your goods because you dispute an extra. Clauses 11.2 and 17 say when we may keep them.
9.7 We never bill more than the time the crew lead wrote, unless you accept a longer time before we go on.
9.8 You can dispute any extra. Write your disagreement on the bill of lading. You can pay under protest: paying does not mean agreeing. You can also leave the disputed extra unpaid that day: we deliver all the same, and we claim it from you afterwards in writing. We review the file under clause 26.6.
9.9 There is no penalty and no fixed fee.
9.10 The extra is paid at the end of the move (clause 17.6).
Parking and permits.
The table says, for each address, where the truck parks and who takes care of it. If the city requires a permit and we get it, its cost is included in the fixed price.
If there is no space where parking is allowed at the place written on line 18 of the table, the crew lead tells you before parking. We park at the nearest allowed space we find. If the table says you take care of the parking, the real time the longer walk adds is an extra (clause 8.5). If the table says CNS takes care of it, the longer walk costs you nothing. The speed of our crew is never an extra.
We do not bill you for a parking ticket.
Dates
If the move cannot be finished the same day.
11.1 If the cause is ours (our crew, our truck, our planning), we finish as soon as possible, at no cost to you. Clause 14 also applies.
11.2 This clause applies when delivery is physically impossible that day because we have no access to the destination, for any reason that is not ours. Examples: no one has the keys; no one is there to let us in; the building refuses us access. It does not apply when the cause is ours, for example when the building refuses us access because of something we did or did not do: clause 11.1 then applies, at no cost to you. Nor does it apply to an elevator breakdown or to a case of superior force: clause 11.3 then applies. When this clause applies, we keep your goods in the locked truck or in our warehouse. We send you at once the written notice of paragraph b) of clause 17.4, and paragraphs c) to g) of that clause apply: storage, which is free for the first three nights after this clause starts to apply; the return, which is a second visit; your written request for delivery; the new delivery; and what happens if you give us no instructions. One difference: if your balance is already paid, only the storage owed is payable before we unload. A new delivery that does not take place because we again have no access, for a reason covered by this clause, is treated like a delivery that does not take place because the payment was not made (paragraph f). If the balance of the fixed price is not paid when it is due, clause 17.4 applies in place of this clause 11.2. The two never apply together, and the same night is never billed twice.
11.3 If the cause is an elevator breakdown (clause 8.10) or a case of superior force (clause 15), we finish as soon as it is possible. The only time billed is the waiting time of clause 8.10. There is no charge for the return or for storage.
11.4 We stay responsible for your goods as long as we keep them.
Your dates.
The packing day, the move day and our arrival windows are in the table. If we expect to be more than 30 minutes late, we call you.
Changing your dates.
The fixed price is for the dates in the table. You may change them once at the same price if these three conditions are met:
a) you ask in writing at least 7 days before the packing day;
b) the new date falls in the same price period (the table gives its first and last day);
c) we are available on the new date.
If we are not available, we offer you other dates.
If condition a) or condition b) is not met, we give you a new fixed price in writing. You accept it in writing, or you keep your first dates, or you cancel under clause 18.
If the new date is more than 30 days after the first, we may ask you for a new video. If it shows other goods, we give you a new fixed price in writing before the move.
If a change of date puts the move day more than two months after the date of the contract, we transfer your deposit to our trust account. It stays there until our principal obligation has been performed, that is, until your move is done.
If CNS is late or cannot come.
14.1 The time you spend waiting for us costs you nothing.
14.2 If we arrive more than 2 hours after the end of the arrival window in the table, and the cause is ours, we reduce your price by 130 dollars before taxes. This also holds for the arrival for delivery (line 8). This reduction applies once per move.
14.3 If we cannot do the move on your date, and the cause is ours, you choose: a new date at the same price, reduced by 130 dollars before taxes, or cancelling. If you cancel, we refund, within 10 days, everything you paid.
14.4 These amounts add to your rights. You also keep the right, given by law, to claim compensation for the harm a delay caused you.
14.5 The law also lets you cancel a contract made at a distance if the service is not done within 30 days after the agreed date, as long as the move has not been done.
14.6 Delivery. The table (line 8) shows the day of delivery. If delivery is not made on the move day, it also shows the arrival window at the destination. On that day, everything the contract provides for the arrival at the destination applies, in particular your presence (clause 20.1), the elevator (clause 20.2), parking (clause 20.3) and payment of the balance (clause 17.1). If we deliver late for a cause that is ours, clauses 14.2 and 14.4 apply.
Superior force: what no one can foresee or prevent.
Some events can be neither foreseen nor avoided: a road closed by the authorities, a storm that stops traffic, a fire, a flood. If such an event prevents the move, we set a new date with you at the same price. You may also cancel; we then refund, within 10 days, everything you paid. Neither you nor we owe the other anything for the delay itself. No time is billed for such an event. An elevator breakdown is dealt with in clause 8.10.
Deposit, Payment, Cancellation
Deposit.
We ask for a deposit for every contract. It is the amount in the table. It is never more than 300 dollars. You pay it by credit card, within 72 hours after your written request to hold your dates. A debit card, a prepaid card or an Interac e-Transfer is not accepted for the deposit. The deposit is taken off your price. No card fee is added to the deposit.
You accept the contract by paying the deposit. The contract is made when we receive your deposit (clause 34). Between your written request and that moment, we keep your dates reserved and our offer stays open. You are not bound yet. If the deposit is not paid within those 72 hours, we confirm to you in writing that we release your dates. Your dates stay reserved until we send that confirmation. If we receive your deposit before we send that confirmation, even after the 72 hours, the contract is made and your dates are kept. If we receive a payment after we have sent that confirmation, there is no contract: we refund that payment within 10 days, or at once if you ask, and you owe nothing. In every case, we must receive the deposit before the packing day: without a deposit, there is no contract and our crew does not come.
If the move day is more than two months after the date of the contract, the law requires us to hold your deposit in a trust account until our principal obligation has been performed, that is, until your move is done. That is what we do.
Paying the balance.
17.1 The balance of the fixed price is on line 14 of the table. It is due on the move day, when the truck arrives at the destination and before we start unloading. The ways to pay are on line 25 of the table.
17.2 The Civil Code of Quebec says that the freight and the carriage charges are payable before delivery, unless the bill of lading says otherwise (article 2056). Our bill of lading does not say otherwise for the balance of the fixed price. The Code also says that a carrier may keep the goods it carries until the freight, the carriage charges and any reasonable storage charges are paid (article 2058). We use that right for the balance of the fixed price and for storage owed under the contract. We never keep your goods for an extra (clause 9.8).
17.3 As soon as the balance and any storage owed are paid, we unload.
17.4 If the balance is not paid when the truck arrives, this is what happens. This clause does not apply when we cannot unload for a cause that is ours (clause 11.1), or because of an elevator breakdown or a case of superior force (clause 11.3): the balance is then due when we are ready to unload, and this clause applies from that moment.
a) We do not unload. The crew waits for the payment up to 60 minutes. We do not bill that wait. If no one is on site to let us in, the wait is the waiting time of clause 20.8, and it is billed under that clause.
b) If the balance is still not paid after 60 minutes, the crew may leave with your goods. We send you a written notice at once: it says where your goods are and what is owed, and it asks for your instructions.
c) We keep your goods in the locked truck or in our warehouse. We stay responsible for them (clause 11.4). The first three nights after this clause starts to apply are free. From the fourth night, storage costs 250 dollars per night, before taxes (line 19 of the table). Storage counts only for the nights before your written request for delivery (paragraph e), except in the case of paragraph f).
d) The return to deliver is a second visit. The fixed price pays for one delivery (clause 4). For a second visit, we have to book a crew and a truck again: the crew's time that day is extra time (clause 8.11). It costs 52 dollars per mover per hour, before taxes, for the real time, under clause 9.2. The time counts from the moment the truck leaves the place where it is kept to go to your address, until the last item is in your home. It includes the drive and the unloading done that day. On arrival, before unloading, the crew lead writes on the bill of lading the time the truck left and the expected time (clauses 9.3 and 9.7). During the drive, the rate applies to the movers in the truck. Our trucks are tracked by GPS: we show you the record of that drive on request. The wait for payment of paragraph a), up to 60 minutes, is not billed: it is taken out of that time. If no one is on site, the wait is the one of clause 20.8: it is billed once only. The same hour is never both free and billed. There is no fixed amount and no minimum, and the truck rate on line 12 is not added. Line 12 of the table shows what one hour costs with your crew.
e) To be delivered, you write to us. We deliver on the first date a crew is free, and at the latest 5 business days after your request. No storage is billed for the nights between your request and the day we deliver, except in the case of paragraph f). On that day, the balance and the storage owed are payable when the truck arrives, before we start unloading.
f) If the balance and the storage owed are not paid on that day, we do not unload. The 60 minutes of paragraph a) apply again, and then the crew may leave with your goods. We send you a new written notice, as in paragraph b). The nights between your request and that day are never billed. Storage counts again from that day, under paragraph c). The time of a visit where we do not unload is not billed, except the wait of clause 20.8. The three free nights are the first three nights after this clause, or clause 11.2, starts to apply. They are counted once only. After a delivery that did not take place because the payment was not made, we set a new delivery date only once the balance and the storage owed are paid. Storage counts until the day of that payment. On request, we give you in writing the amount owed that day. If you pay the balance by credit card, the card fee on line 25 is added. There is no card fee on storage. We then deliver at the latest 5 business days after that payment, and no storage is billed between that payment and the delivery.
g) If you give us no instructions. Our written notice asks for your instructions. You have 15 days from that notice to give them. Please give them in writing. A request for delivery is an instruction, even if nothing is paid yet. If we receive no instructions within those 15 days, the Civil Code of Quebec says what a carrier may do (article 2047). It may return the goods to the shipper, at the shipper's expense. In a move, the shipper is you. Or it may dispose of the goods under the Code's rules on property entrusted and forgotten (articles 944 to 946). Those rules allow a sale. This is what we do. We go on keeping your goods. When the 15 days end, we write to you a second time, at the addresses in the table, to tell you what we intend to do. If 90 days pass after the written notice that asks for your instructions, and you have given us none, we send you a written notice of 90 days. We dispose of none of your goods before those 90 days of notice have run, counted from the day we send that 90-day notice. The 15 days and the first 90 days count from the written notice that asks for your instructions: the one of paragraph b) or, after a new delivery that did not take place, the new notice of paragraph f). We sell nothing until the 90-day notice has run. Once it has run, we may sell your goods, at auction or by agreement, as article 945 allows. We never sell goods held outside Quebec. If you write to us to claim your goods before a sale, we do not sell, whether or not anything is paid yet. Until a sale, you can still write to us, pay what is owed and be delivered. If goods are sold, what is left of the price is yours, after the cost of keeping and selling the goods and the value of the work done (article 946). Storage counts under paragraph c) during all that time.
h) A move that ends outside Quebec. If the crew leaves with your goods (paragraph b), it brings them back to our warehouse in the Montreal area, and we keep them there. That drive is not billed. The return to deliver is counted under paragraph d), from the moment the truck leaves the place where it is kept. It never costs more than the cap on line 26 of the table: if the real time costs less, you pay the real time. This paragraph also applies in the case of clause 11.2.
17.5 You can pay under protest. Paying does not mean agreeing, and you give up no claim. Clauses 23 to 27 still apply.
17.6 Extras, including the time for the return, are paid at the end of the move, when the last item is in your home.
17.7 We send you an invoice that shows the taxes and our GST/HST and QST registration numbers.
If you cancel.
18.1 You may cancel at any time. Write to info@cnslogistics.ca.
18.2 There is no fixed cancellation fee and no penalty.
18.3 If you cancel before the packing day, we refund your deposit within 10 days. We keep back only the cost of the city permit, if we have already paid it for your move. We show you the receipt.
18.4 If you cancel in the 48 hours before the packing day, or on that day before the crew has left for your home, we may also keep back from your deposit the amount of the loss we can prove. Example: the wages paid to a crew we could not place elsewhere. We show you the proof. This amount is never more than your deposit.
18.5 This clause applies if you cancel after the crew has left for your home and before the work starts. It also applies if you are not there (clause 20.8). We may then keep back from your deposit, or claim from you, the loss we can prove. We show you the proof, including the time the crew left. Example: the wages the law requires us to pay a crew that reported for work and that we could not place elsewhere. The waiting time you already pay is not counted a second time in that loss. No amount is fixed in advance and there is no minimum charge. If the move does not go ahead, we refund the rest of your deposit within 10 days.
18.6 If you cancel after the work has started, you pay for the hours worked at the rate on line 12 of the table, never more than the fixed price, and the cost of the permit. We refund the rest within 10 days.
Your cancellation rights under the law.
The law gives you other rights for a contract made at a distance.
19.1 You may cancel the contract within 7 days after you receive your copy in any of these four cases:
a) before the contract was made, we did not give you all the information the law requires, or we did not present it as the law requires;
b) before the contract was made, we did not give you an express chance to accept or refuse the offer, or to correct its errors;
c) the contract is not in writing, or it does not show your name, your address, its date or that information;
d) we did not send you your copy in a way that lets you easily keep it and print it.
19.2 These 7 days can start later. If it is at the end of the move that you see that information was missing, they start at that time. If you paid by credit card and you see it when you receive your statement of account, they start when you receive the statement.
19.3 If we do not send you a copy within 15 days after the contract is made, you have 30 days from the date of the contract to cancel.
19.4 You may also cancel in the case of clause 14.5.
19.5 To cancel, send us a notice. The contract is cancelled as soon as the notice is sent. The law then requires us to refund, within 15 days, everything you paid. If you paid by credit card and we do not refund within that time, you have 60 days after our default to ask your card issuer for a chargeback.
What You Must Do, and What We Do Not Move
What we ask of you on each day.
20.1 You are on site on the packing day, and at both addresses on the move day. You may name an adult who can decide and sign for you.
20.2 The elevator is reserved for the hours in the table, at both addresses.
20.3 The parking in the table is kept clear for the truck, when the table says you take care of it.
20.4 The path is clear, inside and outside. In winter, the steps and the walkway are cleared of snow and ice before we arrive.
20.5 The fridge and the freezer are empty and defrosted. The washer, the dryer, the stove and the dishwasher are disconnected. A gas appliance is disconnected by a qualified person.
20.6 Children and pets stay away from the path of the crew.
20.7 If one of these points is not met, the only results are those of clauses 8, 9, 11.2, 17.4 and 20.8.
20.8 If no one is on site when we arrive, the waiting time counts from our arrival (clauses 8.7 and 8.8), at the rate on line 12 of the table. We call you. If, after 60 minutes, no one is on site and we cannot reach you by phone, the crew may leave. You then owe the 60 minutes of waiting. If your goods are already in the truck, clause 11.2 applies, or clause 17.4 if the balance is not paid. If not, clause 18.5 applies and, to set a new date, we give you a new fixed price in writing (clause 13).
What we do not move.
Keep these with you. We do not put them in the truck:
21.1 cash, bank cards, jewellery, watches, precious metals and precious stones;
21.2 documents such as passports, wills, notarial deeds, tax and medical records;
21.3 keys and medication;
21.4 dangerous goods: propane tanks, gasoline, solvents, ammunition, fireworks, pool chemicals;
21.5 animals;
21.6 food that can spoil and opened liquids.
If you put documents or money in a box without telling us, the law says that a carrier is not responsible for their loss. A person who hands dangerous goods to a carrier without saying so must pay for the damage the carrier suffers.
Items of great value.
Before you accept, tell us if you have an item whose value, used, is more than 5,000 dollars. This includes a work of art, an antique, a collection or a musical instrument of that value. We tell you in writing, before you accept, whether we carry it. If we do, we write it in the table and it is protected like everything else. The law says a carrier is not responsible for the loss of property of great value whose nature or value was not declared to it.
Damage
Our responsibility.
23.1 We are responsible for your goods from the moment we take charge of them until they are delivered. We are also responsible for the damage our crew causes to the building, at both addresses.
23.2 On a guaranteed move, our responsibility is not limited by the weight of your goods. If the bill of lading the crew asks you to sign mentions a limit by weight (Options A and B), it does not apply.
23.3 There is no deductible and no fee to make a claim.
23.4 For a damaged item, you choose: we have it repaired, or we pay you. If we pay, we pay the lower of two amounts: the cost of the repair or the depreciated value of the item.
23.5 For a lost item, we pay its depreciated value.
23.6 The depreciated value is what it costs to replace the item with one of the same kind and quality, less a fair amount for its age and wear. A receipt, a comparable listing or a written estimate can show it. We confirm the amount in writing. If you do not agree, send us other proof and we review the amount (clause 26.6).
23.7 Except for the items on line 17 of the table, you declare no value in advance. The value is set after the damage.
23.8 If the law gives you more than this clause, the law applies.
23.9 This protection is our own responsibility as a mover. It is not insurance, and we do not sell insurance. CNS holds insurance on the goods it carries (cargo insurance) and civil liability insurance. Those policies cover CNS.
The "before" video.
24.1 On the packing day, before the crew touches anything, the crew lead films every piece of furniture with you present. You may ask the crew lead to film an appliance or another object as well.
24.2 Why: the video shows the condition of what is filmed when we take charge of it. We assess any damage claim with the help of this video.
24.3 How: the crew lead films through our web page, on a phone. The video is sent straight to our server at OVHcloud, in Beauharnois, Quebec. The page does not save it in the phone. The video is kept sealed, with its date and time, under your contract number.
24.4 What it shows: furniture and objects. The crew lead avoids filming people. Say so if someone is in the picture.
24.5 Who sees it: the crew lead who films it; after that, the president of CNS and a person he names in writing, for claims only. It is not used for advertising or for training. It is not sent to Anthropic or to any artificial intelligence service.
24.6 It leaves our server in these cases only:
a) you ask for a copy;
b) your claim is sent to our insurer (clause 27) or to a technician (clause 25.2);
c) the law or a court requires it;
d) we need it to answer a claim before a court or before the Office de la protection du consommateur.
Our host, OVHcloud, and companies of its group can access the server to keep it running and secure. Some of them are outside Quebec.
24.7 How long: we keep it while we still hold your goods. We delete it 90 days after your goods are delivered if no claim is open. If your goods are sold under clause 17.4 g), or leave our hands in another way without being delivered, the 90 days count from the day we stop holding them. If it was used to make a decision on a claim, the law requires us to keep it at least one year after the decision. If you do not agree with our decision, we keep it for the three years the law gives you to go to court. A legal duty to keep it comes before these periods.
24.8 Your rights: you may see it, get a copy, have an error corrected, withdraw your consent or ask us to delete it. We delete it, unless the law requires us to keep it (clause 24.7). Write to our person in charge of the protection of personal information (the president of CNS), Logistiques CNS, info@cnslogistics.ca, 514-416-9610. We answer in writing within 30 days. You may also complain to the Commission d'accès à l'information du Québec (cai.gouv.qc.ca).
24.9 If you refuse the video, or have it deleted before we have made our decision on a claim: your fixed price stays, and clause 23 continues to apply. But the 48-hour process (clause 26.3) no longer applies, because we no longer have the proof it depends on. The claim is then assessed on the other proof, under clause 26.4.
24.10 If we are the ones who fail to make the video, the guarantee stays whole. The missing video is our problem, not yours.
What the protection does not cover.
Each line is a separate exclusion.
25.1 Wear and damage that existed before the move, as shown in the "before" video, or noted on the bill of lading and initialled by you before packing.
25.2 A breakdown that comes from a defect of the item itself or from its age, with no mark of a blow or a fall. We may ask a technician for a written opinion. We pay for that opinion.
25.3 A piece of furniture listed in the table as fragile by its construction, for example particleboard furniture, when it comes apart at the joints with no blow or fall.
25.4 Items you moved yourself.
25.5 Documents and money (clause 21), and an item worth more than 5,000 dollars that was not declared (clause 22).
25.6 Loss or damage caused by a case of superior force (clause 15).
25.7 The natural decline of plants.
For lines 25.1 to 25.3, 25.6 and 25.7, it is for us to show that the damage comes from that cause and not from the move.
How to make a claim.
26.1 If you see damage at delivery, tell the crew lead, who notes it on the bill of lading. You may also claim for damage you find later.
26.2 Send your claim in writing to info@cnslogistics.ca. A complete claim has photos of the damage and a short description. If you have one, add the receipt, a comparable listing or a written estimate.
26.3 The 48-hour process. It applies to claims of less than 2,000 dollars in total (clause 27 deals with larger claims), for damage you report in writing within 72 hours after delivery. Within 48 hours after we receive your complete claim, we write to tell you whether it is accepted, accepted in part or refused, and why. If it is accepted in whole or in part, we send the payment or book the repair, as you choose, within the same 48 hours. If you have not chosen yet, the time runs from your choice.
26.4 Other claims of less than 2,000 dollars. If you report the damage after 72 hours, or in the case of clause 24.9, you have lost no right. We answer in writing within 10 business days after we receive your complete claim.
26.5 The time limits set by law. The law requires a written notice of claim to the carrier within 60 days after delivery, even for damage that could not be seen at delivery. For an item that was never delivered, the time is nine months from the move. Your claim email to info@cnslogistics.ca, sent within the time that applies, is that written notice. Without that notice, a court action is not admissible, unless the action is started within that same time. A court action must be started within three years. The 72 hours in clause 26.3 is not one of these time limits.
26.6 If you do not agree with our decision, write to us. We review the file and answer within 5 business days. You may also turn to the Office de la protection du consommateur or to a court. The Small Claims Division hears claims of 15,000 dollars or less.
Claims of 2,000 dollars or more.
27.1 We count the total you claim for one move.
27.2 Less than 2,000 dollars: we make the decision and we pay ourselves, under clause 26.
27.3 2,000 dollars or more: within 48 hours after we receive your complete claim, we send it to our insurer and we confirm this to you in writing. The insurer then studies it. That takes more than 48 hours, and we cannot promise you a time for its answer.
27.4 We stay responsible to you. The amount of 2,000 dollars is not a limit on what you can receive. If the insurer refuses, or pays less than what we owe you under this contract, we pay the difference. The insurer's deductible is ours to pay.