Customer Cancellation & No-Show Policy
Last Updated: 03/15/2025
This Customer Cancellation & No-Show Policy (“Policy”) governs all service bookings made through the Muvr Technologies, Inc. platform (“Muvr”, “we”, “our”, or “us”). By using our platform to book any services, including Moves, Deliveries, Junk Removal, and Courier Services, you (“you” or “Customer”) agree to the terms set forth herein.
1. Cancellation Policy
Customers may cancel a scheduled service at any time before the provider arrives. Cancellation fees vary based on the timing of the cancellation relative to the scheduled start time.
| Time Before Scheduled Start | Refund Eligibility |
|---|---|
| More than 24 hours | 100% refund |
| Between 1–24 hours | 80% refund (20% fee) |
| Less than 1 hour | 50% refund (50% fee) |
| After provider arrival | No refund (0%) |
- Cancellations must be submitted through the Muvr app, website, or by contacting support.
- Once the provider marks themselves as “Arrived,” the job is considered active.
2. No-Show Policy
A Customer “No-Show” is defined as any of the following:
- You or your authorized representative is not present or available at the service address within 30 minutes of the provider’s arrival.
- The provider is unable to reach you by phone, text, or in-app communication during that time.
- The provider is present and prepared, but the job cannot begin due to conditions within the customer’s control (e.g., not packed, locked out, access denied).
In these cases, the job may be canceled and you may be charged 100% of the order value.
No refunds are provided for no-show incidents.
3. Customer-Related Delays or Incompletion
If a provider is delayed or unable to complete the service due to your actions or inactions, including but not limited to:
- Locked or inaccessible entry.
- Unsafe or unsanitary conditions.
- Delays exceeding the 30-minute threshold.
- Job scope deviating significantly from the original booking.
Muvr reserves the right to classify the job as a Customer No-Show, in which case you will be charged the full job amount and will not be eligible for a refund.
4. Rescheduling Policy
- More than 24 hours in advance: Rescheduling is allowed without penalty.
- Less than 24 hours: Considered a cancellation and subject to the corresponding fee.
- Same-day or Express orders: Rescheduling is not guaranteed and may result in full charge.
Reschedule requests must be made through the Muvr platform and are not confirmed until reflected in your order details.
5. Exceptions – Full Refunds May Apply
Full refunds may be issued in the following circumstances:
- The provider arrives more than 30 minutes late without backup and you cancel.
- A verified system error or incorrect dispatch caused the failure.
- The job cannot proceed due to weather, disaster, or safety issues outside of your control.
- Cancellation was mutually agreed upon between you and Muvr support.
Each case is reviewed individually and approved at Muvr’s sole discretion.
6. Refund Processing
Approved refunds are issued back to your original payment method within 5-10 business days, depending on your bank or financial institution.
7. Enforcement of Terms
Muvr reserves the right to restrict, suspend, or permanently deactivate customer accounts that:
- Repeatedly cancel with short notice.
- Are regularly unprepared at time of service.
- Misuse the platform in a way that causes operational disruption or financial harm to providers.
8. Policy Changes
Muvr may update this Policy at any time. All changes will be reflected on this page, with the “Last Updated” date shown above. Your continued use of Muvr services after updates constitutes your acceptance of the revised terms.