Complaint and Dispute Intake Policy
Last Updated: March 15, 2025
This Complaint and Dispute Intake Policy is published by Muvr Technologies, Inc. and its affiliates (“Muvr,” “we,” “us,” or “our”) and applies to complaints, disputes, and reports submitted in connection with 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 complaints and disputes, what information is required, how we route issues, what timelines apply, and how we communicate outcomes. It is intended to resolve problems quickly and fairly and to reduce chargebacks, escalations, and repeat incidents.
This policy works together with our Claims Process and Evidence Standards, Refund Policy, Cancellation Policy, No Show and Inaccessible Job Policy, Damage Protection and Liability Policy, Anti Fraud Policy, Anti Discrimination Policy, and other service-specific policies.
1) Scope and what this policy covers
This policy applies to complaints and disputes including, without limitation:
- service quality issues (lateness, professionalism, incomplete work, mishandling)
- billing and charge disputes (unexpected charges, add-ons, waiting time, minimums)
- cancellation, no-show, and inaccessible job disputes
- delivery disputes (failed delivery, proof of delivery questions, wrong recipient)
- junk removal disputes (wrong items removed, prohibited items, disposal issues)
- damage reports and claims (including initiating the claims process)
- safety complaints (threats, harassment, discrimination, weapons, unsafe conduct)
- fraud reports (account misuse, payment fraud, staged claims, promo abuse)
- provider conduct issues and business account concerns
If an issue fits multiple categories, we may route it to the team and policy track that best matches the facts and risk level.
2) How to submit a complaint or dispute
Submit through:
- the in-app Help or Support flow (preferred), or
- Support using the contact methods listed on our website.
If your issue is urgent or safety-related, report it immediately and follow Section 6.
You should submit issues as soon as possible after the event. Delays reduce our ability to investigate and may affect eligibility for refunds, credits, or claims review.
3) Information required for intake
To open a complaint or dispute, provide:
- booking ID
- service type and date
- pickup and drop-off or service location(s)
- description of what happened and what outcome you are requesting
- names or account identifiers involved (if known)
- supporting evidence, such as:
- photos and videos
- screenshots of messages
- receipts or invoices
- timelines of events
- proof of value or repair estimates (if relevant)
- building notices or incident references (if relevant)
We may require identity verification to protect accounts, prevent fraud, and comply with law.
If you submit incomplete information, we may place the case on hold until you provide requested details.
4) Intake categories and routing
We may classify your report into one or more tracks:
- Safety and trust: threats, harassment, discrimination, weapons, intoxication, serious misconduct
- Claims: damage, missing items, left-behind items, service-caused loss
- Billing and payments: charges, add-ons, tips, refunds, credits, disputes, chargebacks
- Service performance: lateness, incomplete work, professionalism, scope mismatch
- Delivery chain-of-custody: proof of delivery, recipient availability, returns
- Junk disposal and prohibited items: disposal disputes, environmental compliance
- Fraud and abuse: staged claims, promo abuse, unauthorized account activity
Routing affects timelines and the evidence we require. We may re-route if new facts emerge.
5) Timelines, responses, and status updates
A) Acknowledgment
We may acknowledge receipt and request missing information.
B) Standard review timelines
Most non-safety complaints and disputes are reviewed within 7 to 10 business days after we receive a complete submission. Some matters may take longer, including:
- complex damage disputes
- multi-party business disputes
- suspected fraud and safety investigations
- issues requiring third-party documentation
We may provide updates through the Platform, email, or SMS consistent with your settings and our Electronic Communications Consent Policy.
C) Time-sensitive windows
Some issues must be reported within specific time windows under other policies (for example, damage claim deadlines, cancellation/no-show disputes, delivery disputes). If those windows are missed, remedies may be limited or unavailable.
6) Safety issues and emergencies
If there is an emergency or immediate danger, contact local emergency services first.
For safety complaints (threats, harassment, discrimination, weapons, assault, intoxication, unsafe driving, suspected criminal activity), submit a report through Support as soon as it is safe and include:
- booking ID
- time and location
- description of what happened
- any supporting evidence
We may take immediate action to protect users and the public, including suspending accounts, canceling bookings, and referring matters to law enforcement where appropriate.
7) Charge disputes and chargebacks
We strongly encourage you to submit billing disputes through Support before filing a chargeback. Chargebacks increase costs and often delay resolution.
If you file a chargeback:
- we may suspend or restrict your account during investigation
- we may require additional verification
- we may deny credits or duplicate refunds to the extent permitted by law
- we may submit evidence to the payment processor, including booking logs, communications, and policy references
Nothing in this section limits rights that cannot be limited under applicable law.
8) Evidence standards and truthfulness
All submissions must be truthful and complete. You may not:
- submit staged or altered evidence
- misrepresent timelines, scope, or facts
- use threats, harassment, or extortion to obtain refunds, credits, or other outcomes
- retaliate against providers or customers for participating in investigations
False reporting and abuse may result in enforcement action, including denial of the dispute, account suspension or termination, provider deactivation, and referral to law enforcement.
9) Possible outcomes and remedies
Depending on the facts and applicable policies, outcomes may include:
- explanation of charges and confirmation that charges are valid
- partial refund, full refund, or credit where permitted and appropriate
- claim approval, partial approval, denial, or repair process steps
- reschedule assistance or re-performance support where feasible
- provider quality actions or enforcement actions (not always disclosed)
- customer account enforcement for abuse or policy violations
We do not guarantee a specific outcome. Remedies are limited by applicable policies, caps, and legal requirements.
10) Confidentiality, privacy, and sharing
We may share case information with relevant parties as needed to resolve the matter, including:
- the provider involved in the booking
- business account administrators (for business bookings)
- insurers, claims administrators, or repair professionals
- payment processors and banks for chargeback disputes
- regulators or law enforcement as permitted or required by law
We may redact information to protect privacy, safety, and the integrity of investigations.
11) Escalations, reconsideration, and repeat submissions
If you disagree with an outcome, you may request reconsideration by submitting new, material evidence promptly.
We may decline reconsideration if:
- no new material evidence is provided
- the issue is clearly excluded under applicable policy
- the submission is repetitive, abusive, or harassing
We may identify and act on patterns of repeated complaints that appear abusive or fraudulent.
12) Relationship to dispute resolution in the Terms
This policy describes our internal intake and resolution process. It does not replace any formal dispute resolution procedures in the Terms (including arbitration provisions, if applicable) or any controlling written agreement.
Using this intake process does not waive any rights you may have under applicable law, and it does not waive our rights under the Terms and policies.
13) 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.