Service Exception Policy

Policy Purpose

When accepting a job from Jet Delivery, Independent Contractor Agents are responsible for reviewing and following the instructions provided for that job.

These instructions help ensure that each pickup and delivery is completed correctly and that customer requirements are met.

Review Instructions Before Accepting

Before accepting a job, review the instructions provided in the Jet Driver App and make sure you can reasonably meet the requirements.

Instructions may include:

Pickup or delivery requirements – including specific entrances, docks, departments, suites, or delivery locations.
Contact instructions – including call-ahead requirements, names, phone numbers, or check-in procedures.
Required equipment – such as straps, a dolly, pallet jack, liftgate, or other equipment identified on the job.
Handling instructions – including special loading, unloading, security, or freight-handling requirements.
Documentation requirements – including signatures, photos, proof of delivery, paperwork, or other required documentation.

If You Cannot Meet an Instruction

If you cannot meet a requirement, believe an instruction is unclear, or encounter a problem that prevents you from following the instructions, contact Jet Delivery Dispatch as soon as possible.

Whenever possible, questions or concerns should be raised before accepting the job or before proceeding in a way that differs from the instructions provided.

Service Exceptions

A Service Exception may be recorded when an Agent accepts a job but does not follow a material instruction provided for that order.

When a Service Exception is confirmed, compensation for the affected order may be reduced by 25%.

Any compensation adjustment applies only to the specific order associated with the Service Exception.

When an Adjustment Does Not Apply

A compensation adjustment will not be made when the issue was outside the Agent's reasonable control.

Examples may include:

The customer or facility prevented the Agent from following the instruction.
Conditions or requirements changed after the job was accepted.
The instruction was not reasonably available to the Agent before acceptance.
The Agent contacted Dispatch about the issue and followed the direction provided by Dispatch.

Review of a Service Exception

Before a compensation adjustment is applied, Jet Delivery will identify the instruction involved and review the circumstances surrounding the Service Exception.

If you believe a Service Exception or compensation adjustment was recorded incorrectly, contact Jet Delivery and request a review of the order.

Agent Responsibility

By accepting jobs from Jet Delivery, you acknowledge that you are responsible for reviewing the instructions provided with each job and making a reasonable effort to comply with those instructions.