No surprise first-time fee.
A missed free estimate is documented. Repeated missed appointments may require a disclosed reservation deposit before another booking is confirmed.
PNW NETWORK POLICY CENTER
Clear expectations protect everyone.
These policies explain what customers, providers and the network can expect when an appointment changes, someone cannot be reached, a job becomes unsafe or an issue needs review.Read the no-show policy ↓Effective August 17, 2026
The job can be reassigned.
An unreachable provider who misses the arrival window may lose the assignment and face warning, temporary pause or deactivation based on severity and history.
Communication matters.
Safety, illness, breakdowns and genuine emergencies are reviewed reasonably. Contact the network as soon as it is safe to do so.
PROVIDER POLICIES
Once you accept, the customer is counting on you.
Providers remain independent businesses and choose which opportunities to accept. Network reliability standards apply after acceptance.Accept only what you can cover
Providers choose whether to accept an offered job. Accepting confirms that the provider has reviewed the known scope, location, timing, equipment and crew requirements.
Cancellation after acceptance
Contact PNW operations immediately through the provider portal when an accepted job cannot be covered. Give at least four hours’ notice when reasonably possible. For same-day jobs or emergencies, notify the network as soon as the issue is known.
Provider no-show
A provider may be marked as a no-show when the arrival window has passed, the customer and network cannot reach the provider, and no usable status update was provided. The job may be reassigned immediately.
Late arrivals
Update the job status and send a realistic ETA before the arrival window expires. Do not ask the customer to wait without an update.
Customer contact
Use the booking thread for job-related communication. Protect customer information and use it only to complete the assigned service.
Vehicle credential
Display the current PNW network credential on both front doors of each approved vehicle used for accepted network jobs. Keep your own company branding primary, and remove the credential if the vehicle or provider account is no longer approved.
Completion records
Before-and-after photos, disposal records when requested, the customer-approved final scope and price, and completion status must be recorded accurately.
CUSTOMER POLICIES
Be ready, be reachable and approve before work begins.
The network prioritizes transparent estimates and reasonable communication over automatic penalties.Cancel or reschedule early
Customers should update the network as soon as plans change. Free estimate appointments can be cancelled or rescheduled without an automatic cancellation fee.
Customer no-show
An appointment may be marked missed when the provider arrives within the confirmed window, makes reasonable contact attempts, waits at least 15 minutes, and cannot safely access the job or reach the customer.
Repeated missed appointments
After repeated no-shows or last-minute cancellations, PNW may limit same-day scheduling or require a clearly disclosed reservation deposit before confirming another appointment. Any deposit terms must be shown and accepted before booking.
Safe and legal access
An adult authorized to approve the work must be available. Customers must disclose access restrictions, stairs, unusually heavy items, infestations, hazardous materials and other known risks before work begins.
Scope and pricing
Photos and descriptions help with planning but do not create a final price. The provider confirms the scope and final price before removal begins. The customer may decline before approving the work.
Respectful conduct
Threats, harassment, discrimination, unsafe instructions, illegal dumping requests or intentional misrepresentation may result in refusal of service or account restrictions.
SAFETY & JOB REFUSAL
No one is required to continue an unsafe or illegal job.
A provider may pause or refuse work involving undisclosed hazardous materials, unsafe structures, active threats, illegal disposal requests, severe infestation, prohibited items, insufficient crew or equipment, or conditions materially different from the accepted scope.
The provider should document the condition, avoid escalating the situation and contact PNW operations. Customers are not charged for unperformed removal solely because a provider reasonably stopped for safety, though approved work already completed and disclosed costs may still be reviewed.
FAIR ENFORCEMENT
Context first. Records second. Consequences when needed.
PNW considers severity, prior history, communication, supporting records and whether anyone’s safety, property or money was put at risk.First incident
PNW documents what happened, confirms contact records and may issue coaching or a written warning.
Repeated incident
The account may be temporarily paused while reliability, documentation and corrective steps are reviewed.
Serious incident
Fraud, theft, threats, intentional unsafe conduct, illegal dumping, falsified records or repeated no-shows may result in immediate deactivation.
Review request
A customer or provider may send relevant messages, photos, receipts or emergency documentation to hello@pnwjunkremoval.com. PNW reviews the available record and communicates the outcome.
Additional network rules
Independent provider status
Providers control whether to accept offered work and remain responsible for their business, crew, equipment, insurance, licenses, taxes, disposal practices and operating expenses. A provider label or 1099 form alone does not determine legal classification.
Vehicle credential and brand use
PNW supplies the first pair of required credentials at no charge. Standard sizes are 24 × 16 inches for box trucks and 18 × 12 inches for vans and pickups, placed on both front doors unless an alternative is approved in writing. Credentials must show the provider’s actual business name and current verification method, may not be altered or transferred, and must be removed after suspension, deactivation or termination.
Payments and disputes
Customer charges, network fees, provider payout records, refunds, chargebacks and disputed amounts are handled under the applicable provider agreement and booking terms. The current portal record is not a bank account or escrow account.
Policy changes
PNW may update operational policies as the network grows. Material changes should be shown before they apply to a newly accepted job. Policies do not remove rights that cannot legally be waived.
Not legal advice
This policy center explains network operations. Providers remain responsible for understanding laws, licenses, insurance and employment obligations that apply to their own businesses.
NEED HELP WITH AN APPOINTMENT?