Cancellation Policy
If your Dolly is cancelled before a Helper is scheduled or with more than 48 hours' notice,you are not charged a cancellation fee.
| Cancellation Fee | Timeframe of Scheduled Booking |
| No Fee | Dolly start time greater than 48 Hours |
| 20% Fee | Dolly start time within 24-48 Hours |
| 50% Fee | Dolly start time within 2-24 Hours |
| 80% Fee | Dolly start time within 2 Hours |
| 100% Fee | Dolly has started / is in progress. |
How to Cancel
You can cancel your Dolly in the app or using book.dolly.com at any time. Simply log into your account, navigate to the booking you would like to cancel, and click “Cancel.” Please reach out if you have any concerns that we can assist with before canceling. A common misconception is that you cannot reschedule the same booking—this can also be done by simply editing the start date/time of the Dolly.
Dolly-initiated Cancellations
Sometimes, the unexpected can happen — be it traffic, a conflict, or an unusual item. In certain cases, Dolly Support may need to cancel the Dolly.
| Situation | Applicable Fee | Scenario |
| Helper Lateness or No Show | Customer - No Fee | Helpers are late if they have not arrived within 15 minutes after the end of the scheduled 30-minute start time window. |
| Customer Lateness / Unresponsive Customer | Customer pays 100% of Dolly | Customers are late or considered unresponsive if they have not arrived within 15 minutes after the end of the scheduled 30-minute start time window. |
| Prohibited Dolly Requests | Customer pays 100% of Dolly | Dolly Support Agents are to request photo verification of the Prohibited Dolly or the Customer’s verification before cancelling. |
Related to: