Delivery Chain of Custody Policy

Delivery Chain of Custody Policy

Last Updated: March 15, 2025 This Delivery Chain of Custody Policy is published by Muvr Technologies, Inc. and its affiliates (“Muvr,” “we,” “us,” or “our”) and applies to customers, recipients, business users, merchants, partners, and Providers who use our websites, mobile applications, and related services (the “Platform”) to arrange or perform delivery and courier-type services (collectively, “Delivery Services”). This policy defines custody, handoff, verification, and documentation standards intended to reduce loss, theft, and disputes. It supplements our Delivery Proof and Acceptance Policy, Deliveries Service Policy, Claims Process and Evidence Standards, Restricted and Prohibited Items Policy, High-Value & Specialty Item Transport Policy, Complaint and Dispute Intake Policy, and Refund Policy.

1) Core principles

  • Clear chain-of-custody reduces disputes and protects all parties.
  • Providers must follow handoff and documentation steps shown in the Platform.
  • Senders and recipients must provide accurate information and be reachable.
  • Chain-of-custody does not guarantee against loss but establishes verification standards.

2) Definitions

  • Sender: Person or business initiating the Delivery (customer, merchant, partner, business account).
  • Recipient: Intended receiver at the drop-off location.
  • Authorized Recipient: The intended recipient or a person the recipient/sender authorizes to receive the delivery (including building staff, where permitted).
  • Custody: Responsibility for possession of the item(s) during a Delivery.
  • Handoff: Transfer of custody between parties.
  • POD: Proof of Delivery as defined in the Delivery Proof and Acceptance Policy.

3) Custody timeline and responsibility

Custody typically flows as follows:
  1. Before pickup: Sender retains custody and responsibility for item condition, packaging, and accuracy of order details.
  2. At pickup: Custody transfers to the Provider when the Provider confirms pickup in the Platform and takes possession of the item(s).
  3. In transit: Provider maintains custody and must protect the item(s) from avoidable damage, theft, and weather exposure.
  4. At drop-off: Custody transfers to the recipient (or authorized recipient) when delivery is completed and POD is captured consistent with Platform instructions.
  5. After acceptance: Recipient assumes custody and risk, subject to applicable law and policies.
If a delivery fails and return handling applies, custody may transfer back to the Provider and then back to the Sender consistent with the failed delivery workflow.

4) Pickup standards (sender obligations + Provider verification)

A) Sender obligations

Senders must:
  • provide accurate pickup instructions, address details, and contact information
  • ensure items are ready at pickup time
  • package items safely and securely unless packing is included
  • disclose special handling needs and restricted items

B) Provider verification at pickup

Providers must:
  • confirm they are picking up the correct item(s) and count
  • visually check for obvious packaging issues (leaks, open seals, unsafe packing)
  • capture pickup photos where required by the Platform
  • avoid accepting prohibited items
Providers are not required to open sealed packaging. For sealed packages, contents verification is the sender’s responsibility.

5) In-transit standards (Provider custody duties)

While items are in Provider custody, Providers must:
  • keep items reasonably secured and protected from shifting
  • avoid leaving items unattended in public places
  • protect items from weather exposure where reasonably possible
  • comply with safe driving and vehicle compliance requirements
  • avoid unnecessary handoffs or transfers
Providers must not:
  • open sealed packages
  • tamper with packages
  • combine items with contaminants (biohazard, infestation risk)
  • transport prohibited items

6) Drop-off standards (recipient verification + authorized handoff)

Deliveries must be completed according to the Platform’s instructions and the Delivery Proof and Acceptance Policy.

A) Authorized recipients

Delivery may be made to:
  • the intended recipient, or
  • an authorized recipient (including building staff such as doormen or mailroom attendants), where permitted by law and building rules.
If a sender requires direct handoff to the named recipient, the Provider must follow the required method (signature or OTP, where required).

B) Proof of Delivery requirements

Providers must capture required POD, which may include:
  • photo proof with location context
  • signature capture
  • one-time passcode (OTP)
  • recipient name confirmation
  • time and location signals recorded by the Platform
POD must be accurate and must correspond to the correct booking. Reused or staged POD is prohibited.

7) Contactless delivery (when allowed)

If contactless drop-off is permitted by the Platform and selected by the sender/recipient:
  • the Provider must place the item at the designated drop location and capture photo proof
  • the sender/recipient assumes risk of theft after documented delivery, subject to applicable law and evidence of non-delivery
Providers must not leave items in unsafe or unauthorized locations, even if requested, where it creates risk or violates building rules.

8) Failed delivery and return chain-of-custody

If delivery cannot be completed due to recipient unavailability, blocked access, unsafe conditions, or unlawful instructions:
  • the Provider must follow the Platform’s failed delivery workflow
  • custody remains with the Provider while the item is in the Provider’s possession
  • additional fees may apply for return handling, redelivery attempts, waiting time, or storage as disclosed at booking or in applicable policies
Muvr does not guarantee immediate redelivery availability.

9) High-value and restricted items

High-value and specialty items may require enhanced verification (signature/OTP, added documentation) or may be prohibited. See:
  • High-Value & Specialty Item Transport Policy
  • Restricted and Prohibited Items Policy
Senders should not use the Platform to transport cash, jewelry, precious metals, firearms, controlled substances, or prohibited materials.

10) Disputes, evidence, and reporting deadlines

Disputes must be reported promptly under the Claims Process and Evidence Standards and Complaint and Dispute Intake Policy. We may review disputes using:
  • pickup and drop-off photos
  • signatures/OTPs
  • time and location signals
  • communications logs
  • order details and instructions
Late reporting may limit remedies.

11) Fraud prevention and enforcement

Fraudulent disputes, false “not delivered” claims, and falsified POD are prohibited. We may take actions including:
  • denial of claims
  • account restrictions or termination
  • provider deactivation
  • payout holds or offsets where permitted
  • referral to law enforcement where appropriate

12) Policy changes

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