Failed Delivery and Returns Policy

Last Updated: March 15, 2025 This Failed Delivery and Returns Policy is published by Muvr Technologies, Inc. and its affiliates (“Muvr,” “we,” “us,” or “our”) and applies to delivery and courier-type services arranged through our websites, mobile applications, and related services (the “Platform”) (collectively, “Delivery Services”). This policy explains what happens when a delivery cannot be completed, how return handling and re-delivery attempts work, what fees may apply, how items may be stored, and how disputes must be raised. This policy supplements our Deliveries Service Policy, Delivery Proof and Acceptance Policy, Delivery Chain of Custody Policy, Fee and Pricing Policy, No Show and Inaccessible Job Policy, Refund Policy, Claims Process and Evidence Standards, Restricted and Prohibited Items Policy, and High-Value & Specialty Item Transport Policy.

1) Core rule

A delivery may be marked as “Failed” when it cannot be completed safely, lawfully, or as instructed. When a delivery fails, additional handling may be required, including contact attempts, waiting time, return-to-sender, re-delivery, or limited storage where available. Delivery failures are often caused by incorrect information or recipient unavailability. You are responsible for providing accurate addresses, access instructions, and a reachable recipient.

2) What counts as a failed delivery

A delivery may be considered failed due to reasons including, without limitation:

recipient not available, not reachable, or refusing to accept delivery
incorrect address, missing unit number, invalid access code
access blocked by building security rules, closed gates, or lack of permissions
signature/OTP required but not provided
unsafe conditions at the drop-off location (threats, weapons, harassment, animals not secured)
unlawful or unsafe delivery instructions (e.g., leaving items in restricted areas)
prohibited or restricted items discovered
severe weather, disaster, or road closures preventing access
item cannot be delivered due to size/weight/path constraints not disclosed

3) What the provider will do when delivery fails

When a delivery cannot be completed, the Provider may:

attempt to contact the recipient and/or sender through Platform channels
wait for a limited period consistent with Platform rules and applicable policies
document the situation (messages, photos where safe and lawful)
follow the Platform workflow for failed delivery, including selecting the appropriate failure reason
proceed with return handling or re-delivery instructions where available

Providers are not required to wait indefinitely or to enter unsafe environments.

4) Waiting time and no-show handling

If the Provider arrives and cannot complete delivery due to recipient unavailability or access issues, waiting time and other charges may apply. If the failure is due to customer-controlled conditions, the situation may be treated under:

No Show and Inaccessible Job Policy, and/or
Fee and Pricing Policy

5) Return-to-sender and re-delivery options

When a delivery fails, one or more of the following may apply depending on service type, market, and instructions shown in the Platform:

A) Return to sender

The Provider may return the item(s) to the pickup location or another sender-designated return location.

B) Re-delivery attempt

A re-delivery may be attempted if:

the sender/recipient provides corrected information, and
a re-delivery option is available, and
the Provider or another Provider is available.

Same-day re-delivery is not guaranteed.

C) Safe alternate drop-off

If permitted by the Platform and lawful, the sender/recipient may authorize an alternate safe drop-off location. The Provider may require updated instructions in the Platform. Providers will not comply with instructions that are unlawful, unsafe, or that violate building rules.

6) Storage (limited, not guaranteed)

In some cases, items may be held temporarily if return or re-delivery cannot occur immediately. Storage:

is not guaranteed
may be subject to space limitations and operational feasibility
may incur storage fees where disclosed or permitted
may require identity verification and proof of authorization for release

Perishable items may not be eligible for storage.

7) Fees and charges

Failed deliveries may result in additional fees, including:

waiting time
additional trip fees
return handling fees
re-delivery attempt fees
tolls, parking, and access fees incurred
storage fees where applicable

Fees are governed by the Fee and Pricing Policy and the amounts disclosed at booking or during the failed delivery workflow. If the failure was caused by sender/recipient-provided information or unavailability, fees are generally the sender’s responsibility unless otherwise agreed.

8) Perishable, fragile, or prohibited items

A) Perishable items

Perishable items may spoil quickly. If a perishable delivery fails:

storage may not be available
disposal may occur if necessary for health/safety and where lawful
refunds for spoilage are not guaranteed

Senders should not use Delivery Services for perishables unless the Platform explicitly offers an appropriate service.

B) Fragile items

Fragile items require proper packaging. Damage disputes are handled under claims policies and may be denied if packaging was inadequate.

C) Prohibited items

If prohibited items are discovered, the Provider may refuse handling and contact Support. Items may be turned over to authorities where required or appropriate.

9) Customer responsibilities to prevent failed deliveries

To reduce failed deliveries, you must:

provide correct address, unit number, and access information
ensure recipient availability during the delivery window
respond to Provider communications promptly
ensure building access and permissions are arranged
choose the correct service level for size/weight
avoid unsafe or unlawful drop instructions

10) Disputes, claims, and reporting deadlines

Disputes must be submitted promptly under the Claims Process and Evidence Standards and Complaint and Dispute Intake Policy. We may review disputes using:

proof of delivery attempts and failure reason logs
communications logs
timestamps and location signals
photos where available

Late reporting may limit remedies.

11) Liability limitations

To the fullest extent permitted by law:

Muvr is not liable for losses caused by incorrect addresses, recipient unavailability, access failure, or unsafe/unlawful instructions.
We do not guarantee re-delivery availability.
We do not reimburse consequential damages (lost profits, business interruption) except where prohibited by law.

Nothing in this policy limits liability that cannot be limited under applicable law.

12) Abuse and enforcement

Abuse of failed delivery workflows is prohibited, including:

false “recipient unavailable” claims
fraudulent “not delivered” reports
harassment or threats related to fees or returns
misuse of chargebacks

Violations may result in account restrictions, termination, provider deactivation, denial of refunds, and referral to law enforcement where appropriate.

13) 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.