Deactivation and Appeals Policy

Last Updated: March 15, 2025 This Deactivation and Appeals Policy is published by Muvr Technologies, Inc. and its affiliates (“Muvr,” “we,” “us,” or “our”) and applies to Providers (including Movers, Haulers, and Couriers) who access or use Provider features through our websites, mobile applications, and related services (the “Platform”). This policy explains when we may suspend or deactivate Provider access, how investigations work, and how Providers may request review or appeal certain decisions. This policy supports safety, trust, legal compliance, and Platform integrity. It supplements the Provider Platform Agreement (if published), Background Check and Screening Policy, Anti Fraud Policy, Zero Tolerance Policy, and other Provider policies.

1) Key definitions

Provider: An individual or business offering or performing services through the Platform.
Deactivation: Removal of Provider access to accept or perform jobs through the Platform. Deactivation may be temporary or permanent.
Suspension: Temporary restriction of Provider access while an investigation is pending or while conditions are met.
Investigation: Review of reports, evidence, and Platform records to determine what occurred and what action is appropriate.
Appeal: A request for review of a deactivation decision.
Severe violation: Conduct that creates significant safety, fraud, legal, or trust risk, including Zero Tolerance violations.

2) Core principles

We prioritize safety, legality, and trust.
We may take action quickly where risk exists, including before a full investigation is complete.
We aim to apply policies consistently, but each case is fact-specific.
Providers must cooperate with investigations.
Nothing in this policy guarantees continued access to the Platform.

3) Reasons a Provider may be suspended or deactivated

A Provider may be suspended or deactivated for reasons including, without limitation:

A) Safety and Zero Tolerance violations

violence, threats, intimidation, harassment, weapons intimidation
sexual misconduct or exploitation
discrimination or hate conduct
working under the influence, reckless driving, dangerous behavior
severe privacy violations (doxxing, stalking, unauthorized recording)

B) Fraud, dishonesty, or policy abuse

falsifying proof of delivery, completion, or disposal documentation
staged claims, altered evidence, or deceptive reporting
account sharing, impersonation, identity fraud
promo or referral abuse
off-platform payment solicitation or fee avoidance

C) Background check, identity, and eligibility issues

failing required screening or verification
providing false information
loss of required licensing or insurance
invalid driver’s license or serious driving violations (where applicable)

D) Performance and reliability issues

repeated cancellations, no-shows, or late arrivals
repeated incomplete jobs or failure to follow job requirements
poor customer experience patterns supported by evidence
failure to follow safety standards or equipment requirements

E) Legal or compliance violations

unlawful transport or disposal
handling prohibited items
violating local moving, transport, or disposal laws
repeated customer complaints indicating unlawful practices

F) Platform security and system abuse

scraping, bots, automation misuse
attempts to bypass controls or manipulate dispatch/pricing
unauthorized access or hacking attempts

G) Failure to cooperate

refusing to provide requested information
interfering with investigations
retaliating against customers or other providers for reports

4) Types of enforcement actions

Depending on severity and risk, actions may include:

warnings or required retraining
feature limitations (e.g., limited service categories)
temporary suspension pending investigation
temporary deactivation with reinstatement conditions
permanent deactivation
referral to law enforcement or regulators where appropriate

We may also hold, adjust, or delay payouts as permitted by provider agreements and applicable law.

5) Investigation process

When an issue is reported or detected, we may:

review booking logs, timestamps, and location signals where available
review in-app messages and support interactions
review photos, proof of delivery, proof of disposal, and job documentation
request statements and additional documentation from the Provider
contact the customer or other witnesses as needed
evaluate patterns across multiple bookings

We may place a temporary suspension during investigation where safety or fraud risk exists. We may limit the information we share about the report to protect privacy, safety, legal obligations, and the integrity of investigations.

6) Immediate deactivation (no prior notice)

We may immediately suspend or deactivate a Provider without prior notice if we believe, in good faith, that:

there is a credible safety threat or severe misconduct
fraud or serious dishonesty is suspected
the Provider account has been compromised or misused
required eligibility conditions are not met (e.g., failed screening, invalid insurance)
law enforcement involvement or legal compliance requires immediate action

7) Provider responsibilities during investigations

Providers must:

respond promptly to Support requests
provide accurate and complete information
preserve relevant evidence (photos, communications, receipts)
refrain from contacting or harassing customers outside of Platform channels
not retaliate or attempt to influence witnesses

Failure to cooperate may result in permanent deactivation.

8) Appeals process

A) How to appeal

If you are deactivated and believe the decision was incorrect, you may submit an appeal through Support or the Provider support channel specified in the Platform. Your appeal should include:

your Provider account details
relevant booking IDs
a clear explanation of why you believe the decision was incorrect
supporting evidence (photos, timestamps, communications, receipts)
any corrective actions taken (training, equipment upgrades, documentation)

B) Timing

Unless otherwise required by law, appeals must generally be submitted within 14 days of notice of deactivation. Appeals submitted after that period may be denied.

C) Review

We may:

uphold the deactivation
reinstate access with conditions
reinstate access with monitoring or training requirements
modify restrictions
request additional information

We do not guarantee reinstatement. Some severe violations may be non-appealable or may result in permanent deactivation.

9) Non-appealable or limited-appeal situations

In our discretion and to the extent permitted by law, appeals may be denied or limited for:

Zero Tolerance violations
confirmed fraud, theft, or violent misconduct
repeated severe safety violations
repeated policy evasion or account manipulation
legal compliance requirements that prohibit reinstatement
situations where reinstatement would create unacceptable risk

Where law requires an appeal process or additional rights, we will comply.

10) Reinstatement conditions

If reinstatement is offered, it may be subject to conditions such as:

completion of training
updated documentation (insurance, license, identity verification)
equipment compliance verification
probationary monitoring
limits on service categories or job sizes
agreement to updated policies or terms

Failure to meet conditions may result in renewed deactivation.

11) No waiver; reserved rights

We may enforce these policies in our discretion to protect safety, integrity, and compliance. Failure to enforce in one case does not waive enforcement in another. Nothing in this policy creates an employment relationship or guarantees continued access to the Platform.

12) Policy changes

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