What is a prohibited item and why is it important?
Dolly is committed to providing best in class service to all our customers through our Helpers & Hands, and want to first and foremost keep everyone safe and all items secure. While we know Helpers & Hands have a “can do” attitude, there are certain items that Helpers & Hands should not move.
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 or processes are prohibited?
Prohibited items and processes can pose a safety risk if our Helpers & Hands don't identify and alert Dolly support before completing the work. These risks can include but are not limited to weight limits, size of items, the nature of items, or certain environments being transported.
For prohibited processes, Helpers & Hands may be able to transport the item but due to the process involved to complete the Dolly, it is prohibited.
For example, Helpers & Hands can move a washer, but disconnecting or assembling the washer is prohibited.
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:
- Do not attempt to move the prohibited item or complete the prohibited process.
- Inform the customer that Helpers & Hands are unable to move the item or complete the process due to safety concerns.
- Take a photo (this is required).
- Let the customer know you will contact Dolly support immediately.
- 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 may 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 in 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.
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