FREQUENTLY ASKED QUESTIONS
If you are interested in learning about our Terms of Services, please click here.
Welcome to Dimension! We are excited to have you as a client.
Here are our answers to some of the most commonly asked questions.
GENERAL QUESTIONS
Walk me through how Dimension works
Dimension is an on-demand waste management and janitorial services platform. Imagine Uber for trash. Our business model ensures that we offer a very competitive and upfront pricing while offering accountable services and top notch customer support. After you book online, we match you with a service provider in our network that has the relevant experience and skill set. You service provider will show up at the appointment time and deliver the service.
The provider will receive payment from us after the job is completed. You will never expect to pay the provider, other than the amount you already paid to us at the booking.
Why should I pick Dimension?
We deeply care about customer experience and want to fundamentally change how it feels to get rid of trash or clean up your space! In addition to providers, we have a professional team of customer support agents and business managers to ensure your service quality.
We care about providing you with a timely and top tier service at an unbeatable price. To ensure the service quality, we ask all our providers to take before vs after pictures to document the services. They will receive payment directly from us after they complete the job and upload the pictures.
Do you serve my area?
We serve 20+ major metros across the United States and are launching more every month. Simply enter your zip code or address on our home page to check whether we serve your location!
What’s your reschedule and cancellation policy?
For Customers:
Advance booking was cancelled
- Within 5 hours before the appointment – refund 15% of the booking.
- Within 24 hours before the appointment – refund 25% of the booking.
- More than 24 hours before the appointment – refund 75% of the booking.
Same day booking was cancelled
- Within 6 hours before the appointment – refund 75% of the booking.
- Within 8 hours before the appointment – refund 80% of the booking.
- More than 8 hours before the appointment – refund 90% of the booking
At any point we couldn’t match you with one of our providers, we will either refund you or reschedule your booking.
For Providers:
– If customer cancels within 2 work hours from the appointment time and the provider is already at the client site, we will transfer $20 payout to the provider.
Do I need to be in contact with the Provider directly?
If your service requires in person contact (for example, provider needs to come into your house to remove the junk), both parties will be provided the contact information beforehand. Otherwise, your contact information will not be shared to protect your privacy.
Do I need to be in person during the service?
You don’t have to unless the service requires in-person preparation, e.g. opening doors and locks. The provider is expected to arrive at your location within half an hour before or after your scheduled time. If after arrival we cannot access the items, we will give you two calls and two sms. If we cannot get hold of you after 15 minutes, then you may receive a 80% refund or reschedule the booking for a $15 fee.
How do I know the service is completed if I am not in person?
We require providers to take before and after pictures for each service, as an evidence of the service delivery.
What if my Provider does not show up or I am unhappy with the service provided?
We value customer satisfaction greatly. If you encounter issues during the service, please do not hesitate to chat with us online. We will investigate the case and get back to you asap.
Will the provider bring helpers to my booking?
We do not obligate our providers to bring helpers. However, for bookings with specific items, such as treadmill, hot tub and fridge. We require our providers to bring a helper to safely complete the job.
What is your Covid 19 policy?
Dimension is an essential business and we are open as usual during Covid-19. Every provider is required to wear a mask during the service. We have a detailed policy, and you can learn more at https://getdimension.com/covid-19
Who do I pay to?
You will only need to pay Dimension. The price quote is all-inclusive. No hidden fees. In some cases, we will follow up after your booking and update the price quote if it is obvious to us that you have under-booked (your scope is more than the tier you booked).
How do I pay?
Regular credit cards and Paypal work for us. If you are an enterprise client, contact us to discuss how to customize your payment preferences.
Do I need to tip the Provider?
No, there’s no expectation. However, feel free to do so if you feel like it.
What if I want to add scope after my booking?
The best and only way to do so is to reach out to support@getdimension.com informing us of your additional scope. We will charge you a very reasonable price for the additional scope via email, and communicate the changes to your provider. To protect you as well as our providers, we do not accept ad hoc scope change for a cash payment on the service day.
Can I pay my provider cash on the day for additional scope?
No. Please don’t do that. Over the past, it almost always led to bad experience on both sides. To protect you and the providers, we ask you not to do so.
What if I have additional items to add to my booking last minute?
To protect your experience and the provider’s experience, we encourage all customers to provide the most accurate detail about the booking at least 6 business hours prior to the booking. We do understand that sometimes the scope of the booking might change the last minute (within 6 business hours of your booking time slot). Here’s our policy:
- If your scope change requires a vehicle size change (for example, you need a truck instead of a pickup truck), we will need to reschedule your booking to a later time slot. We will reach out regarding the rescheduling.
- If your scope change does not require a vehicle change, but include additional items to haul away, you are required to let the customer support know, by emailing support@getdimension.com or contacting 415-417-0289. You will be charged the additional amount based on this pricing sheet: https://www.getdimension.com/pricing, with your payment method on file. Note that, per our Terms of Services, the service provider is not allowed to take additional scope of the job without letting us know first.
What happens if the provider accidentally damages my property during a job?
If any damages occur on the job, per Dimension’s Terms of Services (Here: https://getdimension.com/terms) that every customer has explicitly agreed prior to the booking of the service, Dimension as a platform is not held responsible for damage and compensation. Customers must work with the direct service provider for any reconciliation, financial reimbursement, financial retribution, settlement.
However, Dimension can help you get connected with the service provider by providing their email/phone number etc. Contact us right away if an accident happened on the job. Please take pictures of any damages that were caused by the provider and share them with us. We can contact the provider on your behalf to start the investigation, if you would like. After our initial investigation, we will connect you with the independent contractor.
What happens if I accidentally damage a provider’s vehicle and/or dumpster?
Customer will be liable for any damages or losses to the provider’s vehicles and/or dumpsters.
What happens if I accidentally put down the wrong address when I book?
While booking, please review the address prior to selecting. Also, we send our customers a confirmation email after a booking is created. Please review the confirmation email to ensure all of the information is correct. Please contact our team at support@getdimension.com to revise your address or any other information if you see any issues.
If a customer puts down the wrong address and our provider shows up to the incorrect address, we charge the customer $20.
[Providers] How long does payment take after I complete the job?
Usually, we will review jobs the same day they are completed and process a payout. Our payment platform, Stripe, deposits money in your account 1-2 business days after we process the payout. While we attempt to review jobs as quickly as possible, it may sometimes be a couple of days until we can process a job that has been marked as completed by a provider. In these cases, payment may arrive between 3-4 business days after the job is “in review”.
If it has been longer than 4 business days since the job has been completed and the payout has still not arrived, feel free to contact us at support@getdimension.com or text us. We appreciate your understanding and thank you for working with us!
I still have questions.
No problem. We have a dedicated customer support team to answer all of your questions. You can chat with us directly on this site (tap the bottom right chat box), email us at support@getdimension.com (mailto:support@getdimension.com), or call/text us at 415-417-0289.
JUNK REMOVAL RELATED
What is the reason Dimension requires pictures for junk removal/ cardboard removal bookings?
After you complete a junk removal or cardboard removal booking, we will reach out to you asking for pictures.
A picture is worth thousands of words. That is especially true for most of the removal requests. A picture will greatly help the providers prepare, and will also reduce the chance of miscommunications and unclear scope. Given it is a thin margin business, the providers will often lose money if your scope is not clearly stated in pictures and your text description.
Walk me through how you price a junk removal booking.
Sure. Our goal is to be transparent with our customers on pricing. Most consumer clients are often unaware that the primary cost of a junk removal booking is actually the dumping cost, not the labor or gas cost. The dumping cost is associated with the weight and volume of the items. For items like mattresses and box springs, landfill will charge a per-piece charge. This is why we would like to make sure you communicate clearly through text description and pictures what you would like to be removed.
What if I want to add items after my booking?
The best and only way to do so is to reach out to support@getdimension.com informing us of your additional scope. We will charge you a very reasonable price for the additional scope via email, and communicate the changes to your provider. To protect you as well as our providers, we do not accept ad hoc scope change for a cash payment on the service day.
Can I pay my provider cash on the day to remove a few more items?
No. Please don’t do that. Over the past, it almost always led to bad experience on both sides. To protect you and the providers, we ask you not to do so.
I want to donate my furnitures.
Please specify that in your booking form. We will try our best to accommodate. However, please note it is often not possible – the Goodwill store might reject furniture donations for various reason. In these cases, we will send your furnitures to a landfill location without further notice.
Are there items / materials that are not allowed in junk removal bookings?
We do not accept:
- Hazardous materials including: treated wood, paint, asbestos, oil, chemicals, and any other item defined as hazardous under federal, state, or local laws. A minimum of $100 will be charged if these materials are found in your junk removal.
- Wet concrete.
- Mattresses with bed bug infestations. At this time, we do not accept any mattresses that have bed bug infestations. If you book a mattress removal with us and our service provider arrives on-site to find your old mattress with bed bugs, we will have to cancel your booking. To compensate for our service providers’ lost time and opportunity to service another customer, we will charge you 25 dollars.
DUMPSTER RENTAL RELATED
What is the weight allocated for each dumpster before it’s considered “overweight”?
We allocate 1 ton per 10-yards. Please see below:
5-yard: .5 tons
10-yard: 1 ton
20-yard: 2 tons
30-yard: 3 tons
40-yard: 4 tons
What if my dumpster weighs more than the amounts shared above?
Any additional weight disposed of will be charged an overweight fee at $200/ton. For example, if you rent a 10-yard dumpster and the weight ends up being 1.2 tons. We give you up to 1 ton with no extra fees, but the extra .2 is considered overweight. Based on this, the additional cost is $200 * .2 = $40.
Are there weight limits on materials and/or dumpsters?
We limit the amount of rock, soil, and dirt to 5-yards in a dumpster. These materials can be mixed into at most a 10-yard dumpster, but are still limited to 5-yards total. If there is more than the allocated amounts, there will be additional charges.
Are there items / materials that are not allowed?
We do not accept:
- Hazardous materials including: treated wood, paint, asbestos, oil, chemicals, and any other item defined as hazardous under federal, state, or local laws. A minimum of $100 will be charged if these materials are found in the box.
- Wet concrete
- Mattresses with bed bug infestations. At this time, we do not accept any mattresses that have bed bug infestations. If you book a mattress removal with us and our service provider arrives on-site to find your old mattress with bed bugs, we will have to cancel your booking. To compensate for our service providers’ lost time and opportunity to service another customer, we will charge you 25 dollars
What if I want to add additional days to my dumpster rental?
We are able to accommodate these additional changes with an $80 per day fee.
What if I want my dumpster rental picked up earlier?
We are able to accommodate at no extra charge.
What if I fill the box above the sides?
Overfilled boxes are subject to $100 charge.
What is the driver is not able to drop-off the dumpster due to space not made available by the customer (e.g. cars blocking the driveway or sidewalk)?
The customer would be charged a re-delivery fee of $250. We may not be able to accommodate a re-delivery until the following day based on the driver’s availability.
What if the dumpster causes damages to curbs, sidewalks, driveways, lawns, fences, gates, etc?
The customer assumes full responsibility for any damages.
Walk me through how you price a dumpster rental booking.
Sure. Our goal is to be transparent with our customers on pricing. Most consumer clients are often unaware that the primary cost of a dumpster rental booking is actually the dumping cost, not the labor or gas cost. The dumping cost is associated with the weight and volume of the items. For materials like dirt, soil, and dry / wet food, landfills will charge additional fees. This is why we would like to make sure you communicate clearly through text description, material selection, and pictures of what you plan on removing.
Are there are materials and/or items that have extra charges?
- Sofa, Mattresses, Box Springs: $35 / each
- TV / Monitors: $20 / each
- Car Tires: $15 / each
- Appliances (Refrigerator, oven, window-sized AC): $50 / each
Do you offer flat or fixed rates?
We do not offer flat or fixed rates. As mentioned above, pricing is variable with a number of factors that are taken into consideration.
Are there areas that you are not able to service?
Yes, every city has their own regulations and rules like permits to follow. We may or may not be able to service your area based on these respective requirements.