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Privacy Policy

Last updated May 9, 2025

GENERAL BOOKINGS

  • General bookings provide flexible scheduling with a larger drop-off window to optimize route efficiency.

  • If scheduling within 48 hours is not possible due to customer availability, the booking will remain in the queue until it can be efficiently scheduled, ensuring a more affordable delivery option for large items.

  • Contact the office to confirm availability at (289) 272-7942

 

 

APPOINTMENTS

  • Appointments are priority bookings charged as a premium service and take precedence over other bookings.

  • If appointment specifications, such as specific pickup or drop-off times and dates, cannot be met, customers may cancel with a full refund.

  • Agents may offer a discounted rate to accommodate partial specifications (e.g., only meeting a specific time or date).

 

 

CANCELLATION POLICY

  1. How to Cancel

    • Cancellations can be made by contacting a booking agent via:

  2. Cancellation Fees

    • No fees apply if cancellation notice is provided at least 48 hours before the booking.

    • Cancellations made within 24 hours of the booking may incur a charge of up to 50% of the total booking amount or a flat rate of $69.99, whichever is less.

    • Cancellations made within 3 hours of the booking may incur fees of 50-100% of the total booking amount.

 

 

REFUND POLICY

  1. Refund Requests

    • If you have made a payment or deposit and wish to cancel, contact a booking agent immediately.

  2. Refund Guidelines

    • Deposits are fully refundable for cancellations made at least 48 hours before the booking.

    • For cancellations made within 24 hours, deposits are non-refundable, and cancellation fees of up to 50% may apply.

    • For cancellations made within 3 hours, fees of 50-100% may apply, and deposits will not be refunded.

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KEY FACTORS TO CONSIDER​

  1. Accurate Bookings

    • All bookings must reflect the quoted items accurately.

    • Any charges resulting from misrepresented items may be applied post-delivery. Please review quotes carefully before accepting to avoid unexpected charges.

  2. Incident Reporting

    • Any incidents must be reported during or immediately after delivery.

    • Drivers are instructed to review damages, take photos, and contact the office.

    • Customers are encouraged to communicate these processes to the seller if applicable.

  3. Payments and Claims

    • All balances must be paid in full before ATLAS KINGS addresses any lost or damaged items.

  4. Terms and Conditions

    • All bookings are subject to the full terms and conditions outlined above.

  5. Insurance Coverage

    • Standard insurance for used items includes coverage of up to $500 for damages.

    • Additional insurance can be added for a $55 fee, covering items up to $5,000.

 

 

MOVE AND DELIVERY POLICIES

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Payment & Service Policies

Payment Terms

  • Balances under $150 must be paid at least 3 hours before your earliest scheduled time.

  • All invoices must be paid within 24 hours of delivery completion.

How to Pay

  1. E-transfer to: hello@atlaskings.ca

  2. Online payment via your invoice ("Pay Now" button):

    • Credit card

    • Other digital methods

  3. Tap only upon delivery 

  4. Phone payment: Call (289) 272-7942 ext. 1

 

All Pricing Terms

  • Time to move your item(s)

  • Buffer time for safe handling

  • Drive time & distance

If any important details are missing at booking (e.g., size, access, disassembly needs), additional fees may apply.

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Extra Charges May Apply If:

  • Items differ in size, condition, or quantity from what was quoted

  • Locations or access conditions (stairs, doors, elevators, etc.) aren’t described

  • Item(s) require disassembly not mentioned at booking

  • Customer asks movers to take unlisted items without prior approval

  • Payment for Marketplace/Kijiji items is not completed before pickup

  • Point of contact provided is not able to provide access to the items scheduled

To avoid these, please confirm all details during booking.

 

Adding Items

To Qualify for Discounts:

  • All additional items must be added at least 24 hours before the scheduled booking time.

  • Items added within 3 hours of the booking are not guaranteed a discount. Discounts at this point are at the discretion of the booking team, and additional charges may apply.

Same-Day or On-Site Add-Ons (With Office Approval):

Add-ons may be permitted on-site only if:

  • Items can safely fit within the current delivery route.

  • There is no disruption to other scheduled deliveries or appointments.

  • Approval is given by the Atlas Kings office or field manager.

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    ⚠️ No discounts apply to on-site item add-ons. Standard charges will apply.

Additional Charges for On-Site Add-Ons May Include:

  • Standard per-item rate

  • $150 flat fee

  • Mileage charges

  • Or a combination of the above

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By proceeding with on-site add-ons, the customer agrees to all applicable charges. If the added items result

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Arrival Time & Delays

  • Arrival times are time slots, not exact.

  • For a priority booking, contact us (additional fee may apply).

  • Traffic or delays may affect timing—we are not responsible for delays caused by external factors.

  • If the driver is delayed but still arrives within a reasonable time of your booking, access must still be provided. No refunds for access delays and fees may apply.

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Access Issues

  • If access is denied and no items are picked up:

    • You may rebook after paying the Access Declined Fee:

      • $110/hr (2 movers), $75/hr (1 mover) + $0.75/km

  • If driver arrives but drop-off is inaccessible after 20 minutes:

    • Items may be left at the door, or returned with added costs and storage fees starting at $50/day

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Safety & Conduct

Movers can refuse work if:

  • Conditions are unsafe or not as described

  • Abusive, vulgar or aggressive behavior occurs

If this happens:

  • The job will end immediately

  • No refund will be issued or up to discretion of ATLAS Kings team

  • All added costs that are incurred due to immediate end of the job must be paid before rebooking the Atlas Kings team

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Cancellations & Refunds

Cancel anytime before payment or with adequate notice, no fees apply.

Post-payment and more than 24 hours notice:

  • Up to discretion of ATLAS Kings, 10% admin fee may apply or up to 50% of the order if the cancellation caused financial losses;

Less than 24 hours notice:

  • Up to discretion of ATLAS Kings, 10% admin fee may apply or up to 100% of the order if the cancellation caused financial losses;

All compensation provided by ATLAS Kings are bound by these terms

  • All payments must be made n full prior to any refunds provided

  • Refunds issued within 7 business days via original method.

 

To cancel any bookings, email us at fulfillment@atlaskings.ca or call the office at (289) 272-7942 ext 0 and leave a voicemail.

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Damage Claims

All claims must be reported on-site or immediately after delivery to be considered for repair or up to $500 compensation.

 

If the incidence that occurred is deemed to qualify for ATLAS Kings team to review, the team must perform an investigation regarding the incident that may take up to 10 business days or as needed based on circumstances. All terms below must be met in order for investigation to commence:

 

Damage Claim Terms 

  • Damage is solely caused by Atlas Kings team

  • Incident is documented and communicated adequately

  • Delivery or charges are paid in full

  • Extra insurance (up to $5000 coverage) must be added and paid before your booking.

All items or property under investigation must

  • Be in good condition with adequate proof

    • Items be purchased within 5 years

    • Specialty delivery factors to be considered must be communicated 24 hours prior to booking ​such as item fragility or other similar conditions that would affect the safety of moving such items

      • All such communication must be documented within our records via email, or ATLAS Kings booking team's internal notes from phone communication

  • Property area must have adequate space for items to be moved safely​​

    • Clients of Atlas Kings who agree to have items moved within small or tight spaces will sign a waiver on-site agreeing to waive all right to damage claims on items or property caused by Atlas Kings team​​​

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If ATLAS Kings deems repairs or compensation are valid post investigation, this will be provided via etransfer if under $500 inhouse or a claim will be made under the insurer, the process may be an extended turnaround time. 

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For any questions or assistance, please contact our team directly.

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