Emergency and Disaster Response Policy

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Emergency and Disaster Response Policy

Last Updated: March 15, 2025

This Emergency and Disaster Response Policy explains how emergencies, disasters, and unsafe conditions may affect services arranged through the Platform, including moves, deliveries, and junk removal. It sets expectations for customers, providers, and business users and describes when services may be delayed, paused, rescheduled, or canceled to protect safety and comply with law.

This policy works together with other policies, including the Acceptable Use Policy, Cancellation Policy, No Show and Inaccessible Job Policy, and any service specific safety rules.

1) Safety first

Safety is the priority. Services must not proceed when doing so would create a significant risk of injury, property damage, or violation of law. In emergencies or hazardous conditions, you should contact local emergency services first.

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

2) What counts as an emergency or disaster event

An “Emergency or Disaster Event” may include, without limitation:

  • severe weather (tornadoes, hurricanes, blizzards, ice storms, flooding, extreme heat, wildfire smoke)
  • earthquakes, landslides, or other natural disasters
  • evacuation orders, shelter in place orders, curfews, or travel restrictions
  • road closures, bridge closures, or widespread traffic disruption due to an incident
  • power outages affecting elevators, building access, charging, lighting, or safety systems
  • building emergencies (fire alarms, gas leaks, structural issues, active water leaks)
  • public safety incidents (active threat, riots, civil disturbance)
  • declared public health emergencies and related restrictions (where applicable)
  • hazardous conditions at a pickup or drop off location (biohazards, infestations, chemical exposure, exposed needles, unsafe structural conditions)

3) Before service: preparedness and prevention

A) Customer and business user responsibilities

Before the scheduled start time, customers and business users should:

  • monitor local conditions and comply with official guidance and orders
  • ensure safe access, lighting, and working conditions where possible
  • provide accurate access instructions and any building restrictions
  • notify Support promptly if conditions may prevent safe completion (for example, elevator outage, flooding, blocked roads, evacuation notices)

B) Provider responsibilities

Providers should:

  • monitor local advisories and road conditions
  • carry required safety equipment appropriate to their role
  • avoid unsafe driving and unsafe lifting conditions
  • promptly notify the customer and Support when conditions make arrival or completion unsafe or impossible

4) When service may be delayed, paused, rescheduled, or canceled

Services may be delayed, paused, rescheduled, or canceled when we determine, or a provider reasonably determines, that:

  • travel is unsafe or prohibited by law or official guidance
  • the job site is unsafe or inaccessible
  • required utilities or building systems are down (for example, elevator outage for a high rise move, power outage affecting safe entry)
  • the service would require violation of building rules, evacuation orders, or disposal restrictions
  • conditions materially increase risk or change job feasibility

We may attempt to provide alternatives where possible, such as:

  • rescheduling to the next available safe time
  • re routing to a safe drop location where legally and practically feasible
  • pausing and returning later the same day if conditions improve
  • partial completion with documented status, where safe and agreed

5) Force majeure and limitation of responsibility

Emergency or Disaster Events may be considered events beyond reasonable control. To the extent permitted by law:

  • We are not responsible for delays, inability to perform, or interruptions caused by Emergency or Disaster Events.
  • We do not guarantee service availability during such events.
  • We may modify operations, coverage areas, or availability to protect safety, comply with law, and preserve system integrity.

This policy does not eliminate obligations required by law, but it does clarify that safety and lawful compliance control.

6) Fees, refunds, and rescheduling during Emergency or Disaster Events

Emergency events can require special handling. In general:

  • If we cancel a booking before service begins due to an Emergency or Disaster Event, we may offer rescheduling options and may waive certain fees, depending on the circumstances.
  • If a provider arrives but cannot safely access or complete the job due to conditions outside the provider’s control (for example, road closures, evacuation, elevator failure, flooded access), the booking may be treated as an “inaccessible job” or similar category under applicable policies, which may involve fees for time, travel, or reserved capacity.
  • If a job begins and must be paused or stopped for safety, charges may apply for work completed, time spent, and any agreed related costs.

Specific outcomes are governed by the Cancellation Policy, No Show and Inaccessible Job Policy, Pricing and Fees Policy, and any applicable service specific policies.

7) Safety stops, job site hazards, and refusal of service

Providers may refuse, pause, or stop service if any of the following occur:

  • active emergency conditions at the location
  • hazardous materials or prohibited items are discovered
  • unsafe structural conditions, blocked egress, or unstable loads
  • violence, threats, weapons present in an unsafe manner, or hostile conduct
  • exposure risk to biohazards, infestations, needles, or chemical hazards

If a provider stops service for safety, the provider should:

  • move to a safe location
  • notify the customer when safe to do so
  • document the reason (photos only where safe and lawful)
  • contact Support promptly

8) Communication expectations

During Emergency or Disaster Events, timely communication reduces harm.

Customers, providers, merchants, and business users should:

  • keep contact information current
  • respond promptly to coordination messages when possible
  • provide accurate updates about access restrictions, closures, and hazards
  • avoid pressuring anyone to violate safety standards or official orders

We may use in app notifications, email, or SMS to communicate service disruptions or changes, consistent with user settings and applicable law.

9) Incident reporting and documentation

If an emergency or incident occurs during a job, users should report it promptly through Support, including:

  • booking ID
  • time and location
  • what happened and who was involved
  • photos or documentation if safe to capture and lawful to share

For injuries, threats, crimes, or immediate danger, contact local emergency services first.

False reporting is prohibited.

10) Special rules for deliveries and chain of custody

For delivery services, Emergency or Disaster Events may require rerouting, delays, or return handling. Where safe and lawful, we may:

  • attempt redelivery
  • return items to the pickup location if feasible
  • hold items temporarily only if explicitly authorized and safe
  • require proof of delivery attempts and documentation for failed delivery

We are not responsible for spoilage, deterioration, or time sensitive losses unless required by law or explicitly agreed in writing. Additional rules may apply under Delivery Service Policy and Chain of Custody policies.

11) Special rules for junk removal and disposal constraints

During disasters, disposal sites may be closed or restricted. In such cases:

  • removal may be delayed or rescheduled
  • disposal methods may change to comply with law
  • additional documentation may be required for restricted items

We may refuse removal of prohibited or hazardous items at any time.

12) Compliance with official orders and site rules

All users must comply with:

  • evacuation orders, shelter in place directives, curfews, and travel restrictions
  • building and site safety instructions
  • disposal and environmental restrictions
  • lawful instructions from emergency responders

Attempting to pressure others to violate such rules is prohibited and may result in enforcement action.

13) Enforcement

Violations of this policy may result in actions including:

  • cancellation or refusal of service
  • feature limitations
  • account suspension or termination
  • provider deactivation
  • referral to law enforcement where appropriate

14) Updates

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

15) Contact

For help related to an Emergency or Disaster Event, contact Support through the Platform or via the support contact methods listed on our website.[/vc_column_text][/vc_column][/vc_row]

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