Claims Process and Evidence Standards

Last Updated: March 15, 2025

This Claims Process and Evidence Standards policy is published by Muvr Technologies, Inc. and its affiliates (“Muvr,” “we,” “us,” or “our”) and applies to claims submitted in connection with services arranged through our websites, mobile applications, and related services (the “Platform”), including Moves, Deliveries, Junk Removal, and Courier or delivery-type services (collectively, “Services”).

This policy explains how to submit a claim, what evidence is required, how we review claims, and what standards we use to make decisions. It applies to all claim types, including damage claims, missing item reports, service quality disputes, billing disputes, safety incidents, and other service-related complaints, unless a separate policy provides different requirements.

This policy works together with our Damage Protection and Liability Policy, Refund Policy, Pricing and Fees Policy, Abandoned Property and Left Behind Items Policy, and service-specific policies.

1) Core principles

Claims must be truthful, timely, and supported by clear evidence.
We evaluate claims based on documentation, Platform records, and reasonableness.
We may deny claims that are late, unsupported, inconsistent, or fall under exclusions in applicable policies.
We prioritize safety, fraud prevention, and fairness to all parties.
Nothing in this policy limits rights that cannot be limited under applicable law.

2) Types of claims covered

This policy applies to, without limitation:

Damage claims: damage to items or property allegedly caused during Services
Missing, lost, or left behind items: including claims related to return attempts and retrieval
Service completion disputes: incomplete service, incorrect handling, or scope disputes
Delivery disputes: proof of delivery, wrong recipient, wrong address, failed delivery
Junk removal disputes: wrong items removed, prohibited items, disposal disputes
Billing disputes: unexpected charges, add-ons, minimums, waiting time, cancellation and no-show charges
Safety incidents: injuries, threats, harassment, discrimination, unsafe conditions
Fraud reports: staged evidence, identity abuse, chargeback abuse, misrepresentation

If a claim could fall under multiple categories, we may process it under the policy that best fits the facts and risk profile.

3) Claim submission deadlines

Deadlines vary by claim type and may be further defined in service-specific policies. If two deadlines could apply, the earlier deadline controls.

A) Damage claims

Unless a different deadline is stated in a specific policy for a specific service:

Report within 48 hours of job completion.

B) Delivery and chain-of-custody disputes

Report as soon as possible and generally within 24 hours of the delivery completion status shown in the Platform, unless a service-specific policy requires a shorter window.

C) Billing disputes

Report as soon as possible and generally within 30 days of the charge date shown in the Platform, unless required otherwise by law.

D) Safety incidents

Report immediately when safe to do so. If there is an emergency or immediate danger, contact local emergency services first.

E) Missing or left behind items

Report immediately upon discovery to maximize recovery likelihood. Retrieval feasibility declines rapidly.

We may deny claims submitted after the deadline, except where required by applicable law or where we determine there is a strong documented reason the issue could not reasonably have been discovered earlier.

4) How to submit a claim

Submit your claim through:

the in-app Help or Support flow (preferred), or
Support via the contact methods listed on our website.

Your claim should include, at a minimum:

booking ID
service type (Moves, Deliveries, Junk Removal, Courier)
date and approximate time of the incident
precise location(s) involved
description of what happened
the remedy you are requesting (refund, credit, repair reimbursement, investigation, etc.)
all supporting evidence described in Section 5

We may require identity verification to protect accounts and prevent fraud.

5) Evidence standards and required documentation

We assess claims based on quality, credibility, and completeness of evidence. You are responsible for providing sufficient evidence to support your claim.

A) Photos and video standards (general)

When photos or video are relevant, provide:

clear, well-lit images
multiple angles (close and wide)
context shots showing the surrounding area
if possible, images that include identifiable reference points (door frame, floor transition, room corner)
for items, a photo showing the whole item and a close-up of the damage
for packaging, photos showing packaging condition and labels
do not alter, filter, or edit photos in a way that misrepresents conditions

We may consider metadata, timestamps, and Platform upload timing as credibility signals, where available.

B) Pre-service condition evidence

For damage claims, pre-service photos or video are strongly recommended. Lack of pre-service evidence does not automatically deny a claim, but it reduces the ability to prove new damage versus pre-existing condition.

C) Proof of value and ownership (when relevant)

For reimbursement or valuation, we may require:

receipt, invoice, or order confirmation
appraisal documentation for specialized items
serial number or model details for electronics
comparable market value support if receipts are unavailable
proof you are authorized to claim (for business accounts, authorized requestor verification)

D) Repair estimates

For repair claims, we may require:

at least one written repair estimate
for higher-cost repairs, multiple estimates
itemized estimates showing labor and materials
photos that match the estimate scope

We may deny reimbursement for non-itemized or unsupported estimates.

E) Platform records and communications

We may review:

booking logs (arrival, start, completion, timestamps)
in-app messages and support history
call attempt metadata (not necessarily call content)
location and routing signals where available
photos submitted during service (delivery proof, completion photos, disposal documentation)
prior history relevant to credibility and patterns of abuse

F) Witness statements and third-party documentation

Where relevant, you may provide:

written statements from witnesses
building management incident notes
police report number (if applicable)
insurance claim references (if applicable)

Third-party statements help but do not guarantee approval.

6) Preservation duties and mitigation

To preserve investigation integrity, you agree to:

Preserve evidence: keep damaged items, packaging, and relevant materials until we complete review or tell you they are no longer needed.
Mitigate damage: take reasonable steps to prevent additional damage or safety risk.
Do not repair or discard prematurely: if you repair, replace, or discard an item before we can reasonably review or inspect it, we may deny the claim, unless immediate action was necessary for safety or to prevent further damage and you documented the condition first.

7) Inspections and access

We may request an inspection where appropriate, which may include:

requesting additional photos or video
scheduling a virtual inspection
requesting access for an in-person inspection by a third party, where available and lawful
requesting that you make the item available for review

You may decline inspection, but refusal may affect eligibility and may result in denial if inspection is reasonably necessary to evaluate the claim.

8) Claim review process

A) Intake and acknowledgment

We may acknowledge receipt and request missing information. If your submission is incomplete, the claim may be placed on hold until you provide requested documentation.

B) Investigation

We may:

review evidence and Platform logs
request provider response and documentation
compare booking scope to actual conditions
evaluate policy applicability and exclusions
evaluate fraud and abuse signals

C) Decision

We may decide to:

approve the claim in whole or part
deny the claim
offer an alternative remedy (credit, partial refund, repair option)
escalate for safety, fraud, or compliance review

D) Timelines

We aim to review most claims within 7 to 10 business days after receiving a complete submission. Complex matters may take longer.

9) Remedies and resolution options

Any remedy is subject to applicable policies and may include:

repair reimbursement (up to applicable caps)
replacement reimbursement based on fair market value and depreciation
refund or partial refund
Platform credit (where permitted and appropriate)
re-performance or rescheduling assistance (where operationally feasible)
account enforcement actions for policy violations (not a customer-facing remedy)

We do not guarantee any specific outcome. Nothing in this policy creates an obligation to provide compensation beyond what applicable policies or law require.

10) Denial reasons (common)

Claims are commonly denied when:

submitted after the deadline
insufficient evidence to establish what happened
evidence suggests pre-existing condition or normal wear and tear
the issue is excluded by the applicable policy
the claim involves prohibited items or unsafe conditions
the issue is caused by customer instructions, customer packing, or customer-controlled access failures
the claim appears fraudulent, inconsistent, or manipulated

11) Disputes, reconsideration, and appeals

If your claim is denied and you believe the decision is incorrect, you may request reconsideration by submitting new, material evidence promptly.

We may decline reconsideration if:

no new evidence is provided
the claim is clearly excluded
the request is abusive or repetitive

For providers, separate appeal procedures may exist under provider agreements and policies.

12) Fraud, abuse, and enforcement

Fraudulent claims, staged evidence, altered documentation, or harassment related to claims is prohibited. We may take actions including:

denial of the claim
reversal of credits or refunds where permitted
account restrictions, suspension, or termination
provider deactivation
referral to law enforcement where appropriate
recovery of investigation and administrative costs where permitted by law

13) Confidentiality and privacy

We may share claim information with relevant parties as needed to process the claim, including:

providers involved in the booking
insurers, claims administrators, and repair professionals
business account administrators where applicable
regulators or law enforcement when legally required or permitted

We may redact information to protect privacy and safety and to comply with legal obligations.

14) Policy changes

We may update this policy at any time. Updates will be reflected by the “Last Updated” date above. Your continued use of the Platform after updates constitutes acceptance of the revised policy to the extent permitted by law.