Service Exception Policy

Why Instructions Matter

Customers rely on us to follow their pickup, delivery, and handling instructions. Getting these details right helps each job run smoothly and builds customer trust.

This policy supports careful work, consistent service, and fair review when something goes wrong.

This policy applies to independent contractor drivers and carriers (Agents), including jobs offered through automatic dispatch.

Before Accepting a Job

Before accepting a job, you are responsible for carefully reviewing all job details, including notes and special instructions in the app or on the load tender. Accept the job only after confirming you can meet all requirements.

We understand that offers can move quickly. The same review requirement applies to every driver and carrier, even when others may be considering the same job.

Examples of requirements include:

  • Shipment and equipment: item count, freight dimensions, weight, requested vehicle type, vehicle capacity, and required equipment, such as a liftgate or pallet jack.
  • Schedule and stops: requested service type, pickup and delivery times, and all stop locations.
  • Customer instructions: contacts, call-ahead requests, and special handling or access instructions.
  • Tracking and documentation: live tracking until the trip ends, photos of every delivered item, recipient signatures, bills of lading when required, and other proof of delivery.

Ask Dispatch about anything unclear before accepting. If a problem arises later, contact Dispatch before changing the plan.

At Pickup

Check the shipment against the job details. Do not leave without all specified items unless Jet Delivery Dispatch approves. If anything is missing, unavailable, or will not fit, call Dispatch. The shipper's approval does not replace Dispatch approval.

Leaving specified freight behind without Dispatch approval may make the driver or carrier responsible for resulting costs or losses, subject to the review below.

Fair Review and Pay Adjustments

Jet Delivery reviews the job instructions and facts before confirming a Service Exception or making any pay adjustment.

Drivers and carriers are not responsible for Jet Delivery errors or system errors, including automatic dispatch errors. The same protection applies to missing or incorrect instructions, requirements changed after acceptance, and circumstances outside their reasonable control. These issues will not count as Service Exceptions or affect pay or future service evaluations. Report them and follow Dispatch's directions.

A Service Exception applies only when our review confirms that the requirement was:

  • Accurate.
  • Clearly available before acceptance.
  • Reasonably possible to follow.
  • Missed because of a clear driver or carrier oversight.

If the driver or carrier can still transport the shipment, a confirmed Service Exception may result in a pay reduction of up to 25% for that job. More serious or repeated Service Exceptions may warrant a greater reduction, up to nonpayment for that job, following review. If the oversight prevents pickup, the TONU / No Pickup rule below applies.

Confirmed Service Exceptions are recorded on the job. In the future, these records may be considered when reviewing service performance or offering jobs to a driver or carrier.

When we confirm a Service Exception, we will notify the driver or carrier, identify the affected job, explain the reason, and describe any related pay adjustment.

If you believe a Service Exception or pay adjustment was applied incorrectly, you may request a review.

TONU / No Pickup

If a driver or carrier accepts a job but cannot complete pickup because they overlooked job requirements clearly provided before acceptance, no payment will be made for travel to pickup or the pickup attempt, including a Truck Ordered Not Used (TONU) or No Pickup fee.

Examples include an unsuitable vehicle, insufficient cargo capacity, or missing required equipment. This rule applies only to a confirmed driver or carrier oversight under the review process and protections above.

Carrier Agreement Terms

For the rate stated in the load tender, rate confirmation, or transportation agreement, carriers agree to perform services for Jet Delivery according to the job's written instructions. Carriers are solely responsible for permits and taxes and must maintain current cargo, liability, and workers' compensation insurance.

Do not share that document with anyone other than Jet Delivery unless Jet Delivery authorizes it.

Accept the load tender before sending a vehicle to pickup. By accepting, you agree to the job instructions and this policy. Drivers also acknowledge this policy at daily sign-in.

Updates

  • 2026-09-30
    • Clarified job requirements, pay adjustments, policy acknowledgment, notification and review, and possible future use of Service Exception records.
  • 2026-09-29
    • Clarified service expectations, fair review criteria, driver and carrier protections, the possible 25% pay adjustment, and TONU / No Pickup rules.
  • 2026-09-28
    • Service Exception Policy published.