When a moving company can refuse a move – Rules, safety, access and essential conditions

Why some interventions must sometimes be declined, even politely and respectfully

At Déménagement Demelina, we offer complete moving services in Montréal, whether it’s a residential move, a commercial move, or a long-distance move anywhere in Québec and Ontario.

From the start, it is important to understand why a move may be refused, because certain situations make the intervention impossible, dangerous, or non-compliant with professional standards.

Even though we always do our best to assist every client, there are situations where a professional moving company must politely refuse an intervention in order to guarantee safety, service quality, and respect for the agreed-upon conditions.

These decisions are never personal – they are meant to protect our movers, your belongings, and to ensure a safe and professional service.

This article clearly explains in which cases a move may be refused to guarantee a transparent, safe, and respectful process.

1. Extremely dirty, unsanitary, or hazardous home

Cleanliness is essential for any residential or commercial move.
We may refuse a move when:

  • the home is infested (bedbugs, mice, cockroaches)
  • there are food residues or garbage everywhere
  • strong odors make the air difficult to breathe
  • floors are covered with dirt, grease, or liquids
  • furniture is moldy or contaminated
  • conditions present a risk to our movers

An unsanitary environment can contaminate transported goods and compromise staff safety.
In Montréal, where buildings are often older and narrow, cleanliness is crucial to ensure a safe intervention.

2. Inappropriate, aggressive, or threatening client behavior

The safety of our movers comes first.
We may refuse a move if:

  • the client behaves aggressively
  • there are threats, insults, or signs of intoxication
  • the team feels intimidated or unsafe

A professional moving service is based on mutual respect.
Without basic collaboration, even a simple residential move can become impossible.

3. No available parking space for the moving truck

In Montréal, parking access has a direct impact on the moving price, because work time and difficulty increase when no reserved area is available.

Even with an experienced team, a move is impossible without adequate parking.

We may refuse or postpone when:

  • the client did not reserve a parking space (urban areas)
  • the truck cannot park legally or safely
  • the distance between the truck and the entrance exceeds acceptable limits
  • access is blocked by other vehicles
  • there is a risk of fines or accidents

For a well-organized Montréal move, parking is just as important as packing or handling.

4. Dangerous conditions inside the home

We refuse a move when conditions pose a real danger:

  • broken, unstable, or icy stairs
  • damaged, fragile, or cracked floors
  • exposed electrical wires
  • lack of lighting
  • sharp or hazardous objects on the ground
  • imminent accident risks

We cannot carry out a move in a dangerous environment.

5. Items that are too heavy or require specialized equipment

demelina-professional-mover-piano-wrapping

We frequently handle specialized services: pianos, safes, billiard tables, heavy appliances, industrial equipment, etc.

However, we must refuse if:

  • the weight exceeds safe limits
  • the required specialized equipment is unavailable or the client refuses extra equipment costs
  • pathways are too narrow to maneuver the item

We accept only moves that can be performed safely.

6. Actual volume very different from what was declared (especially with a fixed price)

montreal-movers-loading-truck

To properly organize a move, the volume must be accurate at the time of booking.

When we offer a fixed moving price, it is calculated directly from the information provided by the client, so the item list must be complete and precise.

We may refuse a move when:

  • the actual volume is much higher than declared
  • the client adds large items not mentioned
  • the estimated duration becomes impossible to meet
  • the agreed conditions no longer match reality

With a fixed price, any major difference in volume automatically requires additional fees.
If the client refuses these extra fees – despite being responsible for the incorrect estimate – we must politely decline the intervention to guarantee a fair, safe, and professional service.

This transparency is essential for any Montréal move, residential or long-distance.

7. No possible access to the home

We may refuse a move when no safe access is available:

  • elevator out of service, and the client refuses the stair surcharge
  • stairs too narrow or dangerous
  • obstructed hallways
  • impossible turns for furniture
  • construction blocking the entrance or building

Good accessibility is essential for a professional, accident-free move.

8. Extreme weather conditions

Even if rare, a responsible moving company may refuse or postpone when:

  • a snowstorm makes roads dangerous
  • freezing rain creates slipping hazards
  • strong winds prevent safe handling of large items
  • there is a flood risk
  • extreme heat puts the team at risk

The safety of our movers always comes first.

Conclusion: A refusal is always polite, professional, and justified

We refuse only when it is no longer possible to ensure:

  • the safety of our movers
  • the protection of your belongings
  • respect for the agreed-upon conditions
  • a high-quality service that meets professional moving standards

Understanding why a move may be refused helps you better prepare your moving day and avoid unexpected situations.

We make each decision calmly and always provide clear explanations and solutions whenever possible.

It is important to clarify that a refusal is never meant to avoid effort or seek an “easy” job.
Our work exposes us daily to complex situations: impossible staircases, extremely heavy items, cluttered spaces, difficult access, and last-minute surprises. We face all of this with determination, experience, and significant physical effort.

We are far from “picky.” On the contrary – we accomplish demanding tasks every day, and we do it seriously, efficiently, and respectfully.
When we must refuse an intervention, it is never for comfort – only to guarantee a safe and professional service for both you and our movers.

What we can promise you :

👉 You will receive impeccable service, carried out with care, honesty, and complete commitment to quality.
For reliable service, qualified movers, and a clear and transparent moving price, we remain your trusted partner.

📞 Free Quote – Professional, Safe, and Best Price

To get a free quote and the exact price for your residential, commercial, or long-distance move:

📱 Call us at 438-989-8639
or
👉 Request your free quote now.