Terms & Conditions

How It Works

Move & Stash provides a complete seasonal storage solution for University of Guelph students:

• We ship packing supplies (boxes, labels, tape) based on your selected package.
• You pack and seal your belongings into the provided boxes (18″ × 18″ × 24″).
• We pick up your packed, sealed, and labelled boxes from your Guelph address.
• Your items are stored securely at a climate-controlled, 24/7 monitored facility (Apple Self Storage, Guelph).
• Before the fall semester, we deliver your items back to your updated Guelph address.

Storage Timeline

What You Can Store

Accepted Items

Clothing, bedding, shoes, books, school supplies, small electronics (powered off), small appliances, dorm décor, kitchenware, lamps, personal items, and similar non-hazardous household belongings.

Prohibited Items — Do Not Pack

• Perishable food (even sealed items that attract pests)
• Liquids of any kind
• Hazardous materials, chemicals, fuels
• Firearms, weapons, ammunition
• Illegal substances or illegal items
• Flammable items or explosives
• Biohazards or medical waste
• Items with strong odour or risk of leakage/mould
• Living plants or animals
• Loose or damaged lithium batteries

If prohibited items are discovered, Move & Stash reserves the right to refuse service and/or require immediate removal at your cost.

Oversized / Non-Boxed Items

Items that do not fit standard boxes (e.g., mini-fridge, mattress, bicycle) must be approved in writing (email or text) before pickup, must be clearly labelled, and are subject to add-on pricing per the current rate sheet at moveandstash.ca/pricing.

Your Packing & Labelling Responsibilities

Proper packing protects your belongings and ensures smooth service. You are responsible for the following:

• Pack all items securely inside the provided boxes.
• Seal every box with tape on all openings — no open or partially sealed boxes.
• Each box must not exceed 50 lbs (23 kg) unless approved. Overweight boxes may be refused.
• Label every box with: your full name, pickup address/room number, phone number, and box number (e.g., 1/4, 2/4).
• Take a clear photo of each packed box before pickup — this protects both sides in case of disputes.
• All electronics must be powered off and packed safely. No loose or damaged lithium batteries.

Pickup & Delivery

Pickup

• Pickups are scheduled within Guelph city limits only.
• Service windows are provided (e.g., 1–3 hour blocks). Exact arrival times are not guaranteed.
• You must be available and reachable by phone/text during your service window.

Return Delivery

• Returns are scheduled during the return window (late August – mid-September).
• You must provide your updated delivery address at least 14 days before delivery.
• Delivery is complete when items are handed to you, placed at an agreed drop location, or photo confirmation is sent (for contactless delivery).

Missed Appointments & No-Shows

If you are unavailable, unreachable, or cannot provide access during your scheduled window, the service may be marked as missed and rescheduling fees may apply. For missed return deliveries, items may be returned to storage with re-delivery and additional storage fees.

Out-of-Area Deliveries

Deliveries outside Guelph city limits are available only if approved in advance and are subject to an additional transportation fee, quoted before delivery.

Storage Model & Access

Your items are stored in a shared storage space managed by Move & Stash at Apple Self Storage (Guelph). This shared model allows us to keep pricing student-friendly.

Pricing, Billing & Payments

Deposit

A $50 deposit is required to secure your booking. Deposits are fully refundable until January 30. After January 30, the deposit becomes non-refundable.

Setup Fee

If your plan includes a setup fee, it covers supply coordination (boxes, tape, labels), scheduling, route planning, intake processing, and return delivery logistics. The setup fee is non-refundable once pickup occurs, as service and logistics have already been performed.

Storage Billing

• All bookings are for the full summer storage period (approximately 4 months from date of pickup).
• Customers are billed every 30 days starting from the date of pickup.
• Storage fees must be paid in advance for the upcoming billing period.

Payment Processing

All payments are processed securely through Stripe, a PCI-compliant payment platform. Move & Stash does not store full card numbers. By paying, you authorize Move & Stash to charge your payment method for your selected package fees, recurring storage fees, approved add-ons, out-of-area charges, and any policy-based fees outlined in this agreement.

Failed Payments & Chargebacks

If a payment fails, Move & Stash may pause scheduling for return delivery, apply a reasonable administrative fee, and require payment before service continues. If you initiate a chargeback without first contacting us to resolve the issue, we reserve the right to suspend service until the dispute is resolved and recover administrative costs where permitted by law.

Cancellations & Refunds

Refunds are not guaranteed and are reviewed on a case-by-case basis. Refunds may be considered only in the event of documented damaged goods, subject to review. Package upgrades may be allowed subject to capacity; downgrades may be restricted once items are picked up.

Unclaimed Items & Abandonment

Because Move & Stash is a seasonal service with a limited facility arrangement:

• You must schedule your return delivery by the communicated deadline.
• If items remain unpaid or unclaimed after the storage term ends, Move & Stash will attempt to contact you multiple times (email, text, phone).
• If no response or delivery instructions are received within 7 days after the scheduled return period, items will be considered unclaimed.
• Unclaimed or abandoned items may be donated, recycled, or responsibly disposed of at Move & Stash’s discretion.
• No refunds or compensation will be provided for unclaimed items.

Where permitted by Ontario law, Move & Stash may retain items until outstanding balances are paid and may exercise legal remedies related to storage liens and unpaid charges.

Liability & Damage Claims

Move & Stash Is Not Liable For:

• Damage caused by improper packing, fragile items without protection, or overloaded boxes.
• Loss or damage related to prohibited or undeclared items.
• Pre-existing damage to items.
• Events beyond reasonable control at the third-party storage facility (e.g., building-wide incidents).

Limited Protection

If offered, limited loss/damage protection of up to $100 per box may apply, subject to proof of contents (photo/inventory list), an investigation by Move & Stash, and timely claim submission.

Claims Process

Move & Stash does not provide full insurance for stored property. You are strongly encouraged to maintain personal renter’s or property insurance coverage for high-value items.

Privacy & Data Protection

• Payments are processed by Stripe (PCI-compliant). Move & Stash does not store full card numbers.
• Move & Stash aims to comply with PIPEDA (Personal Information Protection and Electronic Documents Act) and applicable Ontario privacy requirements.
• Operational systems use multi-factor authentication (MFA), restricted access, and secure cloud storage.
• You consent to being contacted by email, SMS, and phone for scheduling, service updates, and billing matters. You may opt out of marketing messages (service messages remain required).

Additional Terms

Right to Refuse Service

Move & Stash may refuse service if prohibited items are present, items are unsafe or unsanitary, boxes are overweight or unsealed, the pickup location is inaccessible or unsafe, or abusive behaviour occurs toward staff.

Force Majeure

Move & Stash is not responsible for delays caused by events outside reasonable control, including severe weather, road closures, government actions, facility closures, or emergencies. We will reschedule as soon as reasonably possible.

Governing Law

This agreement is governed by the laws of the Province of Ontario, Canada, including the Consumer Protection Act (Ontario) and all applicable municipal regulations for short-term storage and transport. Disputes should first be attempted to be resolved directly with Move & Stash in good faith.