Effective Date: August 21, 2026
This Damage and Incident Policy explains how to report an incident and how liability for damage is allocated between DIY and crew-performed bookings. It applies together with our Resident Terms of Use and Drop-Off Policy.
Contents
1. Reporting an Incident
If you are injured, or if you believe damage occurred to your Item(s), the Drop Zone, or Property common areas in connection with the Service, report it to Bulky Drop as soon as possible and no later than 48 hours after the incident, using the contact details in Section 6. Include your booking information, a description of what happened, and, where possible, photos.
Prompt reporting matters because physical conditions change, and because Item(s) collected during a completed booking are processed for disposal, donation, or recycling and cannot be recovered afterward. Once you report an incident, Bulky Drop will preserve the relevant Drop Zone video footage for the duration of the claim, notwithstanding the ordinary retention period described in our Surveillance and Privacy Notice. Claims reported after 48 hours may be declined where the delay has materially prevented Bulky Drop from investigating.
2. DIY Bookings: Customer Responsibility
DIY drop-off is unsupervised. As described in our Resident Terms of Use and Drop-Off Policy, you are solely responsible for any injury to yourself or others, and for any damage to your own Item(s), the Drop Zone, or Property common areas, arising from your use of the Drop Zone during a DIY booking, except to the extent caused by Bulky Drop’s gross negligence or willful misconduct.
3. Outside-Door and Full-Service Bookings: Crew-Caused Damage
For Outside-Door and Full-Service bookings performed by a Bulky Drop crew, Bulky Drop maintains commercial general liability insurance covering property damage directly caused by crew negligence during the pickup. If you believe Bulky Drop’s crew caused damage during a pickup — to your unit and its contents on a Full-Service job, or to the hallway, landing, entry door, or other common areas on an Outside-Door job — report it under Section 1 so Bulky Drop can investigate and, where its crew is responsible, arrange repair or compensation consistent with the Limitation of Liability in our Resident Terms of Use.
On an Outside-Door booking the crew does not enter your unit. Damage inside a unit is outside the scope of an Outside-Door job unless it was caused by the crew while collecting Item(s) from immediately outside your door.
4. Exclusions
Bulky Drop is not responsible for pre-existing damage or normal wear and tear, damage caused by a third party, cosmetic or incidental scuffing typical of moving bulky items, or damage to Item(s) that were already damaged, unstable, or improperly prepared for pickup. Bulky Drop is not responsible for undeclared items of extraordinary or sentimental value that were not disclosed at booking, or for anything of value left inside or attached to an Item, as described in our Prohibited and Hazardous Items Policy.
5. Claims Process
After you report an incident under Section 1, Bulky Drop will investigate, which may include reviewing Drop Zone video footage and speaking with any crew involved, and will respond with its determination. Approved claims are resolved consistent with the Limitation of Liability set out in our Resident Terms of Use.
6. Contact
Report an incident, or ask a question about this policy, and it can be directed to Bulky Drop LLC at info@bulkydrop.com or (888) 97-BULKY — (888) 972-8559. Our mailing address and instructions for sending formal legal notice are on our Legal Notices and Contact Information page.