Moves Customer Packing and Box Integrity Policy

Last Updated: March 15, 2025 This Moves Customer Packing and Box Integrity Policy is published by Muvr Technologies, Inc. and its affiliates (“Muvr,” “we,” “us,” or “our”) and applies to customers and business users who book moving services through our websites, mobile applications, and related services (the “Platform”) (collectively, “Moves”). This policy sets packing, labeling, and box integrity requirements to reduce breakage, loss, and disputes. It also clarifies what Movers will and will not handle, what constitutes improper packing, and how responsibility is allocated when damage results from customer packing. This policy supplements our Moves Service Policy (if published), Fee and Pricing Policy, Damage Protection and Liability Policy, Claims Process and Evidence Standards, High-Value & Specialty Item Transport Policy, and Restricted and Prohibited Items Policy.

1) Core rules

Unless packing services are explicitly included in your booking, you are responsible for packing.
Movers may refuse to handle boxes or items that are unsafe, leaking, overloaded, or at high risk of collapse.
Damage to contents caused by improper packing is not covered under Muvr’s Damage Protection and Liability Policy.
You must keep high-value, fragile, and sensitive items in your personal possession or arrange specialty packing/insurance.

2) Minimum packing standards (required)

Unless the Platform explicitly states otherwise, you must:

Use sturdy moving boxes or equivalent containers designed for moving.
Use proper tape (packing tape) and seal all seams.
Use appropriate cushioning (paper, bubble wrap, foam) to prevent internal shifting.
Pack heavy items in small boxes and lighter items in larger boxes.
Avoid mixing heavy and fragile items in the same box.
Protect sharp edges and fragile items individually.
Close and seal boxes fully (no open tops).
Use mattress bags/covering where appropriate to reduce soil and tears.

Movers are not responsible for repacking customer-packed boxes unless packing is explicitly included.

3) Box integrity requirements (what is not acceptable)

Movers may refuse or require repacking if any box or container is:

Overloaded (bowing sides, bulging seams, too heavy to safely lift).
Undersealed (insufficient tape, unsealed bottoms, open seams).
Damaged (crushed corners, torn cardboard, water damage).
Improper container (trash bags for breakables, laundry baskets with loose items, open bins without lids for small items).
Leaking or containing liquids not properly sealed.
Contaminated (odors, infestation signs, mold, biohazard contamination).
Unstable (items shifting inside, rattling glass without protection).

If a container is unsafe, Movers may require you to repack before they move it.

4) Weight limits and safe handling

You must pack boxes to safe weights. As a general guideline:

boxes should be liftable by one person without strain and should not exceed safe lifting norms.

Movers may refuse boxes that are too heavy, may require you to split contents into multiple boxes, or may require additional Providers and fees if heavy packing results in additional labor.

5) Labeling requirements

You must label boxes clearly, including:

destination room (Kitchen, Bedroom 1, Office)
“Fragile” where applicable
“This Side Up” for orientation-sensitive items
“Do Not Load” for boxes you will transport personally

If boxes are not labeled, Movers will make reasonable placement decisions but are not responsible for misplacement.

6) High-value, fragile, and sensitive items (customer responsibility)

You must not pack the following items in boxes handled by Movers unless specialty service is explicitly included and accepted:

cash, jewelry, precious metals, collectibles
passports, IDs, vital records
prescription medications
firearms, ammunition, prohibited items
irreplaceable heirlooms, fine art requiring crating
data-sensitive electronics without secure packaging
fragile glassware without proper padding

These items should remain in your personal possession.

7) Movers’ rights to inspect and refuse

Movers may:

ask you to open boxes or containers if they reasonably suspect unsafe packing, prohibited items, or high-risk contents
refuse to move sealed boxes that are visibly unsafe or likely to collapse
refuse to move prohibited items
refuse to move items that present infestation or biohazard risk

Movers will not open sealed personal containers without your permission, except as required for safety/compliance, and only to the extent permitted by law.

8) Customer responsibility for loss and damage due to packing

To the fullest extent permitted by law:

Muvr is not responsible for damage to contents caused by improper packing, inadequate cushioning, overloading, or use of unsuitable containers.
Muvr is not responsible for internal damage to items packed by the customer where external damage is not evident and mishandling is not supported by evidence.

Damage protection is limited and subject to the Damage Protection and Liability Policy, including caps and exclusions.

9) If packing services are included

If packing services are explicitly included in your booking:

packing scope will be defined in the booking details
you must provide access to packing areas
additional charges may apply if the scope materially exceeds what was booked
you must disclose high-value and specialty items in advance

Even when packing is included, some items may require specialty crating or third-party services.

10) Claims and reporting

If you believe damage occurred:

report promptly under the Claims Process and Evidence Standards
provide photos of the box condition and the damaged contents
provide evidence of proper packing and box integrity

Late reporting may result in denial.

11) Policy changes

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