Community Guidelines

Last Updated: March 15, 2025

These Community Guidelines set expectations for respectful, safe, and reliable conduct on the Platform and during any services arranged through it. They apply to everyone, including customers, providers, business users, merchants, partners, and any other user.

These Guidelines are incorporated into our policies and agreements, including the Acceptable Use Policy. Violations may result in enforcement action, including suspension, termination, or provider deactivation.

1) Treat people with respect

• Be courteous and professional in all interactions, including messages, calls, and in person behavior.
• No harassment, intimidation, threats, hate, discriminatory conduct, or unwanted sexual behavior.
• Do not retaliate against anyone for reporting an issue or participating in an investigation.

2) Prioritize safety, always

• Follow applicable laws and all reasonable safety instructions.
• Do not request or attempt illegal, unsafe, or prohibited services or items.
• Do not create unsafe conditions at a job site (blocked paths, aggressive animals, hazardous clutter, intoxication, weapons, or hostile behavior).
• If you feel unsafe, remove yourself from danger first. If there is an emergency or immediate danger, contact local emergency services.

3) Be honest and accurate

• Provide accurate booking details, including addresses, access notes, item lists, photos, and special requirements.
• Do not misrepresent job scope, item size or weight, junk volume, building conditions, or required equipment.
• Do not falsify documents, receipts, photos, signatures, proof of delivery, or disposal evidence.

4) Keep it on platform

• Use the Platform for communication, scheduling, and payment for services arranged through the Platform.
• Do not ask for or accept off platform payments for Platform arranged services.
• Do not solicit or recruit users for non Platform services using Platform messaging.

5) Respect property and personal boundaries

• Customers should prepare safe access and protect fragile valuables before service begins.
• Providers should handle items with care, use appropriate equipment, and follow safe handling methods.
• Do not enter areas you are not authorized to enter.
• Do not photograph, record, or share images of people, interiors, addresses, or personal property without consent, except where needed to document service completion or a claim.

6) Communicate clearly and professionally

• Use clear, direct communication about arrival times, access issues, scope changes, and job completion.
• Avoid abusive language, excessive messaging, spam, or pressure tactics.
• If a scope change occurs, address it promptly through the Platform where possible.

7) Reliability and timeliness matter

• Show up on time and be prepared.
• Customers should be present, reachable, and ready at the scheduled time, with access instructions available.
• Providers should confirm readiness and arrive with required equipment.
• Repeated last minute cancellations, no shows, or chronic delays may result in restrictions or enforcement.

8) Follow job site and building rules

• Follow posted rules and instructions for loading zones, parking, elevators, quiet hours, and access control.
• Do not block driveways, fire lanes, or accessible routes.
• If compliance is not possible, communicate promptly and seek an alternative.

9) Responsible use of ratings, reviews, and support

• Leave honest, relevant feedback based on your experience.
• Do not use reviews or ratings to threaten, extort, or coerce refunds, tips, or other benefits.
• Do not submit false complaints, false claims, or bad faith reports.
• Do not attempt to manipulate reviews, including buying, trading, or coordinating reviews.

10) Protect accounts and personal information

• Keep your login credentials secure and do not share accounts.
• Report suspected account compromise promptly.
• Do not attempt to access another person’s account or private information.
• Use accurate identity and contact information.

11) Special expectations for providers

Providers are expected to maintain a professional standard, including:

• safe lifting, safe driving, and safe work practices
• appropriate clothing and basic hygiene suitable for the job
• respectful communication and non discriminatory conduct
• lawful disposal practices where applicable
• prompt reporting of incidents, damage, injuries, or safety concerns

Providers may refuse, pause, or stop a job if conditions are unsafe, illegal, or materially different from what was booked, consistent with applicable policies.

12) Special expectations for customers and business users

Customers and business users are expected to:

• provide accurate job details and safe working conditions
• ensure legal authority to move, remove, or dispose of items
• secure pets and maintain a safe environment
• avoid asking providers to violate laws, building rules, or safety policies

13) Reporting concerns

Report issues through the Platform support channels as soon as possible. Provide:

• booking ID (if applicable)
• date and time
• names or account identifiers involved
• a description of what happened
• supporting messages, photos, or documentation if available

False reporting is prohibited.

14) Enforcement

Violations of these Guidelines, the Acceptable Use Policy, or any related agreement may result in actions including:

• warnings or required education
• removal of content or reviews
• booking cancellation or refusal of service
• feature limitations
• account suspension or termination
• provider deactivation, including immediate deactivation for serious violations
• referral to law enforcement when appropriate

We may take immediate action where necessary to protect safety, prevent harm, prevent fraud, or comply with legal obligations.

15) Updates

We may update these Guidelines from time to time. Updates will be reflected by the “Last Updated” date above.