Adjustments & Penalties

Adjustments

For Retail (Store Delivery) Dollys - Send a message using the contact form and include the Dolly number and name of the retail partner in the message. Adjustment requests will be reviewed and approved or denied within 48 hours.

Please note: The Customer is unable to approve Retail Dolly adjustments and they should not be submitted via the app.

For Full or Fixed Rate Apartment Moves - Call our Support Team at [phone] while the Dolly is still in-progress for an adjustment. A Support Team member will discuss the adjustment with you and should approve it before the job is completed.

For All Other Dollys - Submit the adjustment in the Helper app with pictures. The Customer needs to approve the adjustment before you complete the Dolly. Our Support Team will not approve any of these adjustments after the Dolly is completed.

Important note: Please include photos when you submit an adjustment request. If the Customer declines the adjustment and it is a valid adjustment, then you can leave the Dolly and you will receive cancellation pay per our policy.

For information on Adjustments, please refer to our Adjustments 101 article.

Penalties

Broadly speaking, there are a few types of penalties you may encounter on the Dolly platform:

Relist Penalties: Relists occur when a Helper or Hand removes themselves from a scheduled Dolly. If you relist too often then you will be charged a relist penalty. This penalty increases with the frequency of relist and too many relists can lead to a suspension or deactivation.

For more information on Relist Penalties, please refer to our Relists, Timeliness & Penalties article.

Damage Claim Penalties: Frequent Customer reports of damage claims can also result in penalties being applied. Damage claim penalties are broken down into two categories:

Tier 1 Penalty	Tier 2 Penalty
Helper or Hand was responsible Helper or Hand was responsive to the Customer and Dolly Support teams. Helper or Hand did their best to secure / protect items. Incident was truly accidental and / or unavoidable.	Helper or Hand  failed to secure / protect item(s). Helper or Hand was disrespectful and / or rude to the Customer. Helper was unresponsive with the Customer and Dolly Support teams.

Regardless of the Tier, you'll have 72 hours to dispute a damage claim that you were involved in. If you show up to a Dolly and items are already damaged, please remember to take pictures before you moving anything! Having these is a key component of successful disputes.

As for the penalties themselves, we use the following rubric to determine penalties:

		Tier
Additional Actions	Frequency	1	2
	1st Occurence in 90 Days	No Penalty	25% of Pay
Warning	2nd Occurence in 90 Days	25% of Pay	50% of Pay
7 Day Suspension	3rd Occurence in 90 Days	50% of Pay	75% of Pay
14 Day Suspension	4th Occurence in 90 Days	75% of Pay	100% of Pay
Deactivation	5th Occurence in 90 Days	Deactivation