Introduction

Safety and Helper experience are Dolly's priority. A signed Dolly Helper Agreement is required by all individuals signing up on Dolly's platform. As laid out in the Agreement violating certain expectations may lead to penalties, suspensions and / or deactivations. This article lays out what these expectations are and what the repercussions may follow from violating them.

General Expectations

The standards and expectations we have in place for new Helpers & Hands apply on an ongoing basis to all active Helpers & Hands. These include:

  • Maintaining appropriate vehicle insurance coverage (for Helpers)
  • Maintaining a vehicle in good state that reflects positively upon you and Dolly (e.g, free of rust and graffiti) (for Helpers)
  • Maintaining a valid driver's license (for Helpers)
  • Ensuring you have appropriate licensing, permitting, bonds, insurance or other necessary conditions required by local laws, rules and regulations (Helpers & Hands)

A failure to adhere to these general expectations may lead to a review of your account. Should you be found in violation of any of these expectations, and unable to rectify in a timely manner, your account will be deactivated. 

Violations & Suspension Policy

Violation 1st Occurrence 2nd Occurrence 3rd Occurrence
Adjustment Abuse Warning 7 Day Suspension Deactivation
Asking Customer to Cancel
Changing the Start Time
Unapproved Vehicle
Failure to Complete OR Start/Stop a Dolly
Gaming the System
Price Haggling
Inappropriate Behavior*
No-Show & Assistant No-Shows
Going off Platform Deactivation
Unapproved Labor / Assistant
Dispatching
Drug or Alcohol Use on a Dolly Deactivation

* Conduct that a reasonable person would find physically threatening, discriminatory, highly offensive, or harassing, may be grounds for immediate suspension or deactivation

Violation Definitions

Adjustment Abuse: Engaging in the manipulation or frequent, unjustified requests for price adjustments during or after a Dolly's completion, undermining our commitment to fair and transparent pricing.

Asking Customer to Cancel: Pressuring or persuading customers to cancel their bookings to avoid relisting a Dolly.

Changing the Start Time: Pressuring or persuading customers to change the agreed-upon start time  in order to relist a Dolly without penalty.

Unapproved Vehicle: Utilizing a vehicle or trailer for Dollys that hasn't been approved by our team.

Failure to Complete or Start/Stop a Dolly: Repeatedly failing to start, stop, or complete a Dolly as scheduled.

Gaming the System: Exploiting loopholes or manipulating Dolly's policies for personal gain, undermining the fairness and efficiency of the marketplace.

Price Haggling: Engaging in unauthorized negotiations over price with customers, violating Dolly's pricing policy and trust with customers.

Inappropriate Behavior: Displaying conduct that is disrespectful, threatening, or unprofessional towards customers or the Dolly support team.

No-Show & Assistant No-Shows: Failing to appear for a scheduled Dolly, or having an Assistant fail to appear.

Going off Platform: Encouraging or conducting transactions outside the Dolly platform compromising protection for yourself and customers alike. Included in this is requesting cash tips or payments or providing personal contact information to a customer (except solely to allow you to complete a Dolly that you are assigned to).

Unapproved Labor / Assistant: Utilizing Assistants or laborers who have not been vetted or approved by Dolly. All Assistants must go through a background check in order to complete Dollys on the platform.

Dispatching: Assigning Dollys to others without our authorization.

Drug or Alcohol Use on a Dolly: Consuming drugs or alcohol before or during a Dolly, compromising safety, professionalism, and service quality.

Disputing a Suspension or Deactivation

In the event you disagree with a warning, suspension or deactivation, you can request a dispute. These requests must be submitted through the original email sent within 24-48 hours.

Relist Penalties

Repeat relists are the only type of violation that can carry a financial penalty. For information on Relist Penalties, refer to our Relist Penalties article.

Lateness

Helpers & Hands must wait 15 minutes after the scheduled time block for a Customer. The waiting period can total up to 45 minutes. After the 45 minute period ends, Helpers & Hands can contact Dolly Support for next steps.

For example, if you arrive at 10:30AM for a Dolly that is scheduled for 10-11AM, then you are expected to wait until at least 11:15AM before contacting Dolly support and leaving. The same expectations are in place for customers.

Additionally, at location B, or drop off, if you arrive and the Customer is not present, you must wait a minimum of 30 minutes before proceeding to contact Dolly support.

Our lateness policy and potential recourses are listed below:

Number of Dollys Completed in last 90 Days 1-50 51-150 151+
1st Lateness Warning
2nd Lateness 2nd Warning
3rd Lateness 7 Day Suspension 3 Day Suspension
4th Lateness 14 Day Suspension 7 Day Suspension
5th Lateness Deactivation 14 Day Suspension
6th Lateness   Deactivation 28 Day Suspension
7th Lateness     Deactivation

 

 

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