[vc_row][vc_column][vc_column_text uncode_shortcode_id=”623142″]

Cancellation Policy

Last Updated: March 15, 2025

This Cancellation Policy is published by Muvr Technologies, Inc. and its affiliates (“Muvr,” “we,” “us,” or “our”) and applies to bookings made 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 cancellations work, what cancellation fees apply, and how refunds are handled. No-shows and customer-caused failures to start are covered in a separate policy.

This policy works together with our Refund Policy, Pricing and Fees Policy, Reschedule Policy, service-specific policies, and any applicable business terms.

1) Key definitions

Booking: A service request scheduled through the Platform.
Scheduled Start Time: The time your Booking is scheduled to begin.
Provider Arrival: When the provider arrives at the service location and marks the Booking as “Arrived” in the Platform (or arrival is otherwise confirmed by Platform records).
Active Booking: A Booking is considered active once Provider Arrival is marked in the Platform or once work begins, whichever happens first.
Amounts Paid: The amounts you have paid to date for the Booking through the Platform, excluding tips (unless otherwise stated).
Order Value: The total amount associated with the Booking as shown in the Platform at the time of cancellation, including any minimums and applicable fees shown in your booking summary, excluding tips (unless otherwise stated).
Cancellation Fee: The non-refundable portion retained to cover reserved capacity, dispatch, and operational costs.

2) How to cancel

You must cancel through:

the Platform (preferred), or
Support if you cannot access the Platform.

A cancellation is not effective until it is confirmed in the Platform or by Support.

3) Customer cancellation fees and refund schedule

If you cancel before Provider Arrival, the cancellation fee depends on timing relative to the Scheduled Start Time:

Time Before Scheduled Start Time | Refund Eligibility | Cancellation Fee

More than 24 hours | 100% refund | 0% fee
Between 1 and 24 hours | 80% refund | 20% fee
Less than 1 hour | 50% refund | 50% fee
After Provider Arrival (Active Booking) | 0% refund | 100% fee

How this is applied:

Refund eligibility is calculated based on Amounts Paid for the Booking at the time of cancellation, subject to Section 6 and Section 9.
Once the provider marks “Arrived,” the Booking is considered active and the “After Provider Arrival” rule applies, even if work has not started yet.
If your Booking uses deposits, holds, or phased charges, refund eligibility applies to amounts collected through the Platform at the time of cancellation, unless otherwise disclosed at checkout and permitted by law.

4) Cancellations after Provider Arrival or after work begins

If you cancel after Provider Arrival or after work begins:

No refunds are provided under this policy, and you may be charged the full Order Value.
You may also be responsible for charges tied to real costs already incurred, such as: waiting time, labor time, mileage or trip fees, disposal fees already incurred, tolls, parking, and return handling, if applicable and disclosed or permitted.

For some Services (especially Deliveries and Junk Removal), cancellation after pickup or after loading begins may not be possible or may result in additional handling costs. Service-specific policies may apply.

5) Provider cancellations and Muvr cancellations

A) Provider cancellations

Providers are expected to honor accepted bookings. If a provider cancels, we may attempt to reassign or reschedule. Refunds or credits depend on circumstances, availability, and applicable policies.

B) Muvr cancellations

We may cancel a Booking for reasons including safety, suspected fraud, payment risk, policy violations, disasters, severe weather, legal or compliance constraints, platform outages, or insufficient supply.

If we cancel, we will handle refunds or credits consistent with the Refund Policy and applicable law. We do not guarantee replacement availability.

6) Rescheduling treated as cancellation in certain cases

Rescheduling is addressed in the Reschedule Policy. As a general rule:

Rescheduling more than 24 hours in advance is generally allowed without penalty, subject to availability.
Rescheduling less than 24 hours in advance may be treated as a cancellation for fee purposes unless Support approves otherwise in writing.
Same-day or express orders may have limited reschedule availability and may be subject to cancellation rules depending on timing and operational feasibility.

A reschedule is not confirmed until it appears in your Booking details in the Platform.

7) Refund method and processing time

If a refund is approved:

refunds are issued to the original payment method unless required otherwise by law
processing time is typically 5 to 10 business days, depending on your financial institution

Tips are generally not refundable once processed, unless required by law or we determine a verified error occurred.

If you initiate a chargeback instead of using Support, we may suspend account access during investigation and may deny additional credits or refunds to the extent permitted by law.

8) Prohibited cancellation behavior

You may not cancel:

for discriminatory reasons
to manipulate pricing, availability, or dispatch
to evade fees or policy enforcement
as part of fraud, false claims, or chargeback abuse

Violations may result in account restrictions, suspension, termination, or other enforcement actions.

9) Exceptions and full refunds

We may issue a full refund when we verify one of the following occurred:

a verified Platform error or incorrect dispatch prevented service
the provider was more than 30 minutes late without an offered backup option and you cancel before service begins
the job cannot proceed due to severe weather, disaster, or safety issues outside of your control where rescheduling is not feasible
Support approved an exception in writing based on documented circumstances

Exception decisions are made based on evidence, including booking logs, timestamps, communications, and operational records. Nothing in this policy limits rights that cannot be limited under applicable law.

10) 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.[/vc_column_text][/vc_column][/vc_row]