What is out of scope? Why does it matter to me as a customer?
What does out of scope mean and why is it important?
While we're here to help with heavy lifting, there are some items and processes that are out of our scope of services. Generally, we move things that are capable of being reasonably moved by two strong people and a truck. If something requires more than that, we generally cannot move it.
Additionally, there are some items and processes that we just can't move, due to liability, size, or associated risk. Please note that the Helper/Hands have the autonomy to cancel the job if it is deemed out of scope once they are there and that you can be penalized for asking a Helper to move or assist with a process that is knowingly out of scope.
What is considered out of scope?
Out of scope includes both processes and specific items.
Processes that are out of scope
- Connecting or disconnecting ANY appliances including (but not limited to):
- Gas/electrical connections
- Assembly of items that is not requested/specified ahead of time and assembly of specific items
Items that are out of scope
Additionally, there are some items that we just can't move, due to liability, size, or associated risk. Here are some of the most common requests we can't fulfill:
- Pianos and organs
- Gun safes
- Large/Floor safes
- Hot Tubs
- Kegs, alcohol
- Pool tables
- Trampolines (Assembled)
- Grandfather clocks
- Live animals (including fish)
- Vehicles (cars, trucks, motorcycles, scooter, etc.)
- Most items over 300 pounds
- Anything that needs to be hoisted over a balcony to be moved
- Moving Portable Storage Containers (U-Box,U-Pack, PODS, etc.)
- Connecting or disconnecting appliances from gas, water or electrical connections.
- Assembling or disassembling appliances
- Vending Machines (Under review)
- Unapproved/unreported assembly or breakdown (under review)
- Unsupported/uncrated natural or synthetic countertops (should be reviewed. Max weight or size)
Can a Helper/Hands uninstall/hookup a Washer/Dryer/Refrigerator on the Dolly?
No. Dolly does not offer installation or removal of any appliances. We will also not hook appliances up to, or remove from, water or gas lines. We also do not mount televisions.
Please know that requesting a Helper or Hands to complete these tasks will not be covered under Dolly’s insurance policy.
For these services, we recommend contacting a home installation professional.
You can find a list of common items we do move here.
What can occur during the job if something is deemed out of scope?
If a job is in progress and something appears to be out of scope, the Helper/Hands are directed to follow the process below.
- Stop the job immediately and will explain to that they believe this job is out of scope
- They will ask to take a picture of the item and contact support
- With you present, they will call the Helper support team
- They will work with the Helper support team to finalize the decision of whether the item is/is not out of scope
- If deemed out of scope the customer support team will work with you and the Helper/Hands on next steps
- If not deemed out of scope, they will proceed with completing the job
Will I still be charged if something is out of scope and the Helper/Hands is unable to complete the job?
Yes. It is your responsibility to not book something that is out of scope and thus you will still be charged.
For any questions, reach out directly to the customer support team at email@example.com.