Prohibited Items & Processes

What is a Prohibited Dolly, and why is it important? 

While we know Helpers & Hands have a “can-do” attitude, there are certain items and processes that they should not move or complete. These particular items and processes are considered "Prohibited Dollys." Dolly is committed to facilitating a best-in-class experience for all of our users through the service provided by Helpers & Hands, and our top priority is keeping everyone safe and all items secure. In order to follow through on this priority, Prohibited Dollys should not be executed.

Note: It is the responsibility of a Helper or Hand to know which items and processes are prohibited and what steps to take before completing these types of Dollys. 

Which items and processes are prohibited?

Prohibited items and processes can pose a safety risk if our Helpers & Hands don't identify and alert Dolly Support before starting the work. These risks can include, but are not limited to, weight limits, size of items, the nature of items, and certain environments of the items being transported.

For prohibited processes, Helpers & Hands may be able to transport the item, but due to the process involved in completing the Dolly, it is prohibited. For example, Helpers & Hands can move a washer, but disconnecting or assembling the washer is prohibited.

Items Dolly is Unable to Move

There are some items that Dolly is unable to move, due to liability, size or associated risk. These out-of-scope items are listed below.

• Items over 300lbs

  • Common items over 300lbs include Hot Tubs, Vending Machines, and Vehicles

• Specialty Items

  • Common specialty items include Pianos, Pipe Organs, Grandfather Clocks, and Industrial Appliances

• Oversized Items

  • Items that do not fit through doors or passageways, even after minor breakdown
    • Dolly is unable to remove doors, including building and refrigerator doors

• Hazardous / Dangerous Items

  • Animals / Pets
  • Biological / Food / Hazardous Waste
  • Pest Infested Items (e.g., bed bugs, lice)
  • Items in unsanitary conditions
  • Flammable, Combustible or Controlled Liquids / Gas
  • Medical Equipment (e.g., hospital beds, medical procedure equipment)
  • Gas or Electric Powered Vehicles (e.g., lawn mowers, motorcycles, ATVs, UTVs)
  • Alcohol / Kegs
    

Services Dolly is Unable to Provide

There are some services and processes that Dolly is unable to provide due to liability or associated risk. The following processes are not available or allowed during Dolly moves. 

• Assembly of items that are not requested/specified ahead of time
• Assembly of appliances, cribs, and trampolines
• Connecting or disconnecting appliances from gas, water, or electrical connections
  • Including, but not limited to, washers, dryers, refrigerators, ranges, and drainage connections
• Moving items that need to be hoisted over a balcony in order to be moved
• Removal of door frames and hinges in order to maneuver other items through
• Mounting and dismounting TVs, monitors, or shelving
  • For these services, please seek assistance from installation professionals
• Packing belongings unless requested during booking through Labor Only Dollys
  • Unless requested at the time of booking, it is expected that all belongings are packed and ready for transport before the Helper(s) arrive

Frequently Asked Questions

What should I do if I am on a Dolly, and an item or process is prohibited?

If you're on a Dolly with prohibited items or a prohibited process:

1. Do not attempt to move the prohibited item or complete the prohibited process.
2. Inform the customer that Helpers & Hands are unable to move the item or complete the process due to safety concerns.
3. Take a photo (this is required).
4. Let the customer know you will contact Dolly support immediately.
5. Contact Dolly support from the Helper app with details of the issue.  

Important note: If at any time you do not feel safe completing a Dolly or feel at risk of damaging items, do not complete the Dolly and reach out to support immediately.

Can I uninstall or hookup an appliance such as a washer, dryer, or refrigerator on a Dolly?

No, you can not hookup or disconnect or connect any gas, water or electrical lines while on a Dolly. Dolly does not provide this service and, as a scheduled Helper or Hand, you will be responsible for any damages that may result in doing so. Inform the customer that appliances will need to be disconnected by someone else prior to transporting them.

If you arrive at a Dolly and the gas, water, or electrical lines are still connected:

• Inform the customer that Helpers & Hands are unable to move the appliance unless gas, water, or electrical lines are disconnected, and follow the 5 steps listed above.

Helpers & Hands who ask for additional compensation will not be compensated for completing prohibited processes or transporting prohibited items.

Repeated reports of this nature will result in additional action taken on your account, and could lead to account deactivation.

Will I still be paid if an item or process is prohibited and I am unable to complete the job?

You must follow the 5 step process listed above to be eligible to receive compensation. If it is determined that the item or process is indeed prohibited, compensation will be provided.

You will be held liable if you do not follow the steps listed above or complete a prohibited Dolly, damage a prohibited item, or have issues that result from completing the prohibited Dolly.

Will I be held accountable for prohibited items if I do complete the job?

As a reminder, you agreed to and signed terms in the Dolly Helper agreement that you will be held responsible for damaging items, materials, etc. if you voluntarily proceed with a prohibited Dolly.