What should I do if there's an oversized item or something I can't move?

Oversized / Overweight Items

Bellhop's Terms of Service has clear language and provisions for how to handle oversized or overweight items: 

*Oversized and Extremely Heavy Items*

Bellhop will not be liable for any damages to items that weigh in excess of 300 pounds or for any items that exceed the clearance of hallways, stairways, or doorways where such items are not disassembled prior to being moved by a Third Party Provider. Common oversized or extremely heavy items include, but are not limited to, certain musical equipment (such as grand pianos), pool tables, hot tubs, ceramic grills, full-size copiers, fireproof cabinets/safes, grandfather clocks, workbenches, exercise equipment, etc.

If you arrive on site for a move and the customer has a very large or heavy item (in excess of 300 pounds), it's important to communicate with the customer and the rest of your teammates to come up with a plan. 

Important: An item being oversized or overweight does not mean that Bellhop cannot move it. We can handle oversized and overweight items, given that the team on-site is physically able to move it, and the customer waives liability for any damage as a result of moving it.

How to Handle Oversized Items

Follow these steps to decide on best path forward for the customer's large / heavy item: 

1. Evaluate the item with the rest of the team to determine whether you are physically able to move it with the manpower and equipment that you have available. 
   1. If you and the rest of the team determine that you are not able physically to move the item, communicate that politely to the customer and reach out to Bellhop HQ via the Bellhop Pro app.
   2. Bellhop HQ will then work with the customer to find other solutions for moving the item. Sometimes we can arrange a follow up move with additional Pros (i.e. adding headcount + muscle) to get the item moved. Other times, the customer may need to find alternate or specialty moving services, depending on what the item is exactly. 
2. If you determine that, as a team, you are physically able to move the item, the Lead or Captain on the job should communicate expectations clearly with the customer before proceeding and have the customer sign a liability waiver:
   1. Example script: "We can move this item for you, but because it's over 300 lbs it's not covered by our damage protection policy, and you'll need to sign a liability waiver for it. Because it is over 300 pounds, we can't be held liable for any damage incurred as a result of moving it."
   2. The Lead or Captain will then have the customer sign the liability waiver via the Bellhop Pro app, on the Captain's phone.
3. Once the customer has signed the liability waiver, you are cleared to move the oversize / overweight item, exercising as much care as possible (as always!)