BOOK A DROP

Report an incident

Time Limit

Report within 48 hours

Incidents should be reported no later than 48 hours after they happen. Later reports can be declined if the delay has stopped us investigating properly — so file now and add detail afterwards rather than waiting until you have the full picture.

Filing is also what protects the video. Drop Zone footage is normally overwritten after about 60 days. Once you report, the footage covering your incident is held for as long as the claim is open — but only once a report exists.

If someone was hurt, something was damaged, or something went missing in connection with a Bulky Drop booking or Drop Zone, tell us here. You'll get an emailed confirmation with a timestamp — keep it, because it's your record that you reported on time.

This form does not reach emergency services or your property manager. If anyone is seriously hurt or a crime has been committed, contact them directly first — then file this so we have the record.

What Counts as an Incident

  • Injury. To you, or to anyone helping you, in connection with using the Drop Zone or a pickup.
  • Damage to your items. Something arrived at the zone in one piece and didn't stay that way, or a crew damaged it during a pickup.
  • Damage to your unit or its contents. Relevant to Full-Service, where a crew comes inside.
  • Damage to hallways, doors, or common areas. Scuffs, gouges, a broken door frame — anything a crew or a move may have caused on the way through.
  • Damage to the Drop Zone itself. A keypad that's been forced, a broken latch, a damaged enclosure.
  • Theft or a missing item. Something you deposited that's no longer there, or something taken during a pickup.
  • Unauthorized access or scavenging. Someone in the Drop Zone who shouldn't be, or removing items from it.
  • Vandalism. Graffiti, damage to the enclosure, or tampering with the cameras or access control.

How Responsibility Works

Worth knowing before you file, so nothing in the response comes as a surprise. Full detail is in the Damage and Incident Policy.
DIY
You Carry the Risk
  • Unsupervised — no crew is present
  • You're responsible for your own safety and handling
  • Except where we were grossly negligent
Outside-Door
Crew-Performed, Outside Only
  • Covered by our general liability insurance
  • Hallways, landings, your entry door
  • The crew never enters your unit
Full-Service
Crew-Performed, Inside
  • Covered by our general liability insurance
  • Your unit and its contents
  • Plus common areas on the route out

What Happens After You File

1

The Footage Is Preserved

Video covering the time and place you describe is pulled out of the normal 60-day cycle and held for the life of the claim.

2

We Investigate

We review the footage and the access log for that window, and speak to any crew involved. Access is tied to a single-use code, so we can usually establish exactly who was there and when.

3

We Come Back to You

You get our determination in writing. Where our crew was responsible, we arrange repair or compensation. Where we weren't, we'll tell you that plainly and show you why.

Questions People Ask

No — and this catches people out, so please don't rely on it. A verbal mention isn't a report, doesn't preserve the footage, and doesn't start the clock. File here even if you've already spoken to someone.
Yes, file it. The 48 hours isn't an automatic cutoff — a late report may be declined if the delay prevented us investigating. If the footage is still there and the facts are still checkable, lateness alone isn't the end of it. Explain the delay in the description.
We're not responsible for pre-existing damage, ordinary wear, or the cosmetic scuffing that comes with moving bulky things. We are responsible for damage our crew caused. Photos taken before the pickup make that distinction easy — if you have them, attach them.
You can ask us to review footage relevant to your own booking, and we will. We don't release footage that shows other residents — but our determination will tell you what it showed.
Items we collect go straight to disposal, donation, or recycling and can't be recovered afterwards, so file immediately if you think this has happened — every hour counts. That said, we're not responsible for valuables left inside an item, which is why it's worth checking drawers, cushions, and compartments before a pickup.
No — use the prohibited item and contamination report for anything hazardous, infested, moldy, or leaking. And please don't handle it.

File Your Report

Photos help. So does the exact date and time — check your booking confirmation if you're unsure. Remember the 48-hour window.

REPORT AN INCIDENT

Report damage or a security incident

Injuries, property damage, theft, or unauthorized access. Report within 48 hours of the incident so we can investigate while the evidence is still available.

  • Reports are reviewed by Bulky Drop staff and handled under our Damage and Incident Policy.