Why Service Adjustments Occur
Service adjustments are applied when details within an order require updates—such as incorrect vehicle selection, service level, or address entry. These adjustments are not penalties; they simply reflect the services actually provided.
Wait Time Fees
Drivers’ time is valuable, especially during delays at pickup or drop-off locations. Each order includes a grace period, after which wait time fees may apply.
How Wait Time Fees Work
Cars, Mid-Sized Vehicles, Pickup Trucks
Overage begins after 10 minutes
$0.75 per minute, capped at 30 minutes
Cargo Vans
Overage begins after 15 minutes
$1.00 per minute, capped at 30 minutes
Box Trucks
Overage begins after 20 minutes
$1.25 per minute, capped at 35 minutes
All wait time fees are capped at a maximum of $15, regardless of vehicle type.
Cancellation Fees
If an order is placed and assigned to a driver but then canceled by the customer, a $10 cancellation fee will apply.
Toll Fees
When a route includes tolls, drivers may pay these charges upfront. Once the delivery is complete, we adjust the bill to reimburse the toll cost. Toll amounts may vary by region.
Weight Fees
A weight fee is added when an order requires a driver to lift 100 lbs or more without assistance. This ensures drivers are fairly compensated for additional physical effort.
If you have questions about charges on your billing statement, our support team is here to help!