Incident Reporting Policy

Last Updated: March 15, 2025 This Incident Reporting Policy is published by Muvr Technologies, Inc. and its affiliates (“Muvr,” “we,” “us,” or “our”) and applies to all users and services arranged 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 what incidents must be reported, how to report them, timelines, evidence expectations, and how we may respond. It exists to protect safety, support compliance, reduce repeat issues, and preserve evidence. This policy supplements our Claims Process and Evidence Standards, Complaint and Dispute Intake Policy, Zero Tolerance Policy, Anti Discrimination Policy, Anti Fraud Policy, and service-specific safety policies.

1) Core principles

Safety comes first. If there is immediate danger, contact local emergency services first.
Report incidents promptly so we can investigate accurately and prevent harm.
Reports must be truthful and complete. False reporting is prohibited.
We may take immediate action to protect users and the public.

2) What is an “incident”

An incident includes any event during or related to a Booking that involves or could involve:

injury or medical emergency
property damage
threats, violence, harassment, discrimination, or weapons
unsafe driving or suspected impairment
theft, suspected theft, or missing items
prohibited items, hazardous materials, biohazards, or infestations
traffic collisions or vehicle incidents during service
law enforcement involvement
near-misses that could have caused serious harm
any situation that causes a provider to stop service for safety reasons

3) Reportable incident categories (non-exhaustive)

A) Safety and security incidents

assault, threats, intimidation, stalking
harassment or discrimination
weapons displayed or used to intimidate
suspected impairment or reckless driving
unsafe job site conditions
unauthorized persons on-site creating risk

B) Medical incidents

injuries to providers, customers, bystanders, or building staff
fainting, heat illness, allergic reactions, or other medical events
any incident requiring medical attention or emergency response

C) Property damage incidents

damage to items being moved or delivered
structural or building damage (walls, floors, doors, elevators)
vehicle damage (provider vehicle or third party)
damage caused during junk removal loading or disposal processes

D) Vehicle and traffic incidents

collisions, near-collisions, hit-and-run, property strikes
towing incidents, trailer detachments, load shifts
law enforcement stops while on a booking

E) Prohibited items and hazardous conditions

discovery of prohibited or restricted items
hazardous materials, chemical spills, fuel leaks
needles, medical waste, bodily fluids
infestations (bed bugs, fleas, roaches, rodents)

F) Fraud and misconduct

identity misrepresentation
falsified proof of delivery or completion
off-platform payment solicitation
theft or suspected theft
staged incidents or false claims

4) Immediate steps for emergencies and high-risk situations

If there is immediate danger, contact local emergency services first. For serious incidents, users should:

move to a safe location
do not escalate conflict
seek medical attention if needed
preserve evidence where safe and lawful
contact Support as soon as practicable

Providers may stop service immediately when safety is at risk.

5) How to report an incident

Submit reports through:

in-app Support (preferred), or
Support contact methods listed on our website.

For severe safety incidents, report as soon as safe to do so, even if you cannot provide all details immediately. Your report should include:

booking ID
date, time, and location
people involved (names or account identifiers if known)
what happened (clear factual description)
whether emergency services were contacted
any injuries or medical treatment
photos or videos where safe and lawful
relevant messages or communications (screenshots if needed)
any third-party documentation (police report number, building incident logs)

If you are a Provider, also include:

whether work was stopped and why
whether prohibited items or hazards were present
whether the scene was safe to continue

6) Reporting timelines

Unless a stricter policy deadline applies:

Safety incidents: report immediately when safe
Injuries: report immediately when safe
Vehicle collisions: report as soon as safe, ideally within 2 hours
Property damage: report as soon as possible and generally within 24 hours of completion
Hazardous materials / biohazards / infestation: report immediately when discovered
Theft or suspected theft: report immediately when discovered

Late reporting may limit our ability to investigate and may affect remedies or enforcement decisions.

7) Evidence standards and preservation

You must not:

fabricate, alter, or stage evidence
delete relevant messages or records
intimidate witnesses or discourage reporting

Where safe and lawful, preserve:

photos and videos of the scene
booking notes and communications
names and contact information of witnesses
vehicle and license plate details
receipts, disposal tickets, or delivery proof artifacts

If you need to clean up hazards for safety (for example, broken glass), document first if safe to do so.

8) Cooperation and investigations

You agree to cooperate with reasonable investigation requests, including providing:

additional statements
relevant photos or documentation
access to damaged items for inspection where applicable
details needed to evaluate safety risk, compliance, or fraud indicators

We may limit what we disclose about investigations to protect privacy, safety, and legal obligations.

9) Outcomes and actions we may take

Depending on the incident, we may:

cancel a booking or arrange a safe end-of-service process
issue safety warnings or restrict accounts
suspend or deactivate providers
suspend or terminate customer accounts for safety or fraud violations
refer matters to law enforcement or regulators where appropriate
preserve records for legal compliance
route claims through the Claims Process and Evidence Standards
request remediation or corrective actions (training, documentation, safety equipment)

We do not guarantee a specific outcome, and remedies are subject to applicable policies and law.

10) Retaliation prohibited

Retaliation against anyone for reporting an incident or participating in an investigation is prohibited and may result in enforcement action, including suspension, termination, or deactivation.

11) False reporting and abuse

False reports, staged incidents, and misuse of reporting processes are prohibited and may result in:

denial of claims or disputes
account restrictions, suspension, or termination
provider deactivation
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.