Moves Service Policy

Moves Service Policy

Last Updated: March 15, 2025 This Moves Service Policy is published by Muvr Technologies, Inc. and its affiliates (“Muvr,” “we,” “us,” or “our”) and applies to customers, business users, and Providers who use our websites, mobile applications, and related services (the “Platform”) to arrange or perform moving services (collectively, “Moves”). This policy explains how Moves work, service levels, what is included and not included, customer preparation duties, building/access requirements, heavy item rules, prohibited items, pricing and scope changes, and key liability limitations. This policy supplements our Fee and Pricing Policy, Cancellation Policy, No Show and Inaccessible Job Policy, Safety Requirements for On Site Conditions Policy, Large Item and Heavy Lifting Policies, Moves Customer Packing and Box Integrity Policy, Moves Loading Zone and Parking Responsibility Policy, Restricted and Prohibited Items Policy, High-Value & Specialty Item Transport Policy, Claims Process and Evidence Standards, Damage Protection and Liability Policy, Refund Policy, and Incident Reporting Policy.

1) Service overview and Muvr’s role

Muvr facilitates Moves through independent Providers. Muvr is a marketplace platform and does not itself provide moving services. Moves may include residential moves, small moves, and certain commercial moves depending on market availability and booking configuration.

2) Service levels (moves)

Moves may be offered with one or more service levels shown in the Platform. Examples include:
  • Basic Move: Loading, transport, and unloading consistent with booking scope.
  • Room of Choice: Placement into specified rooms where safe and feasible.
  • White Glove (where offered): Additional care steps such as disassembly/reassembly, protective wrapping, and precise placement, as described at booking.
Service level affects staffing, time, and pricing.

3) What is included (unless excluded in booking)

Depending on what is booked, a Move may include:
  • loading and unloading of disclosed items
  • transport between locations
  • basic placement consistent with service level
  • use of standard moving equipment (dollies, straps) as available
  • basic protective materials (blankets/wrap) where included by the service level

4) What is not included (unless explicitly booked)

Moves do not include, unless explicitly booked and confirmed:
  • full packing/unpacking services
  • specialty crating
  • disconnection/reconnection of appliances, gas lines, water lines
  • electrical work, mounting, or installation
  • hoisting, rigging, or crane services
  • moving of prohibited items
  • moving items that cannot be safely handled due to access constraints or weight without proper staffing/equipment
  • cleaning, junk disposal, or donation handling (unless separately booked)

5) Customer responsibilities (required)

Customers must:
  • provide accurate addresses, unit numbers, and access instructions
  • reserve elevators and comply with building rules where applicable
  • provide lawful parking/loading access (see Moves Loading Zone and Parking Responsibility Policy)
  • pack items unless packing is included (see Moves Customer Packing and Box Integrity Policy)
  • disclose heavy/large items and special handling needs
  • stage items for access and ensure clear paths
  • secure pets and remove hazards
  • keep valuables and high-value items in personal possession
  • ensure someone authorized is present at pickup and drop-off
Failure to meet these responsibilities may result in delays, rescheduling, or close-out with fees under applicable policies.

6) Item disclosure and scope accuracy

You must accurately disclose:
  • item counts and categories (furniture, appliances, boxes)
  • stairs/steps, long carries, elevator availability
  • heavy items and specialty items
  • disassembly needs
If the actual scope differs materially from what was booked, the provider may require a booking update and pricing adjustment, add crew/equipment, or reschedule.

7) Heavy, oversized, and specialty items

Heavy and specialty items are governed by:
  • Overweight and Large Item Policy
  • Large Item and Heavy Lifting Policy (Provider Standard)
  • High-Value & Specialty Item Transport Policy
If heavy items or complex access are not disclosed, additional fees, added providers, delays, or rescheduling may apply. Providers may refuse unsafe lifts or forced movement.

8) Prohibited and restricted items

Moves may not include prohibited items. See Restricted and Prohibited Items Policy and Firearms and Weapons Policy. Customers must not pack or include prohibited items in move loads. If prohibited items are found, service may be stopped.

9) Building access, COIs, and permissions

Customers are responsible for:
  • move-in/move-out reservations
  • elevator bookings
  • COIs if required by the building
  • access permissions and security protocols
If access requirements are not satisfied, the move may be delayed or treated as inaccessible.

10) Timing, delays, and waiting time

Moves can be delayed by traffic, building restrictions, weather, and customer readiness. If delays are caused by customer-controlled issues (not packed, access not ready, blocked paths), waiting time fees may apply under Fee and Pricing Policy. If delays prevent the move from starting, it may be treated under No Show and Inaccessible Job Policy.

11) Pricing, fees, and adjustments

Pricing may include base/minimum charges, time, distance, labor, access fees, and add-ons. Additional charges may apply for:
  • added items or stops
  • undisclosed stairs/long carry
  • heavy item staffing
  • packing/disassembly added on-site
  • tolls, parking, and permits
  • waiting time due to customer delays
All pricing is governed by the Fee and Pricing Policy and the booking summary shown in the Platform.

12) Damage, claims, and liability

Damage protection is limited and governed by the Damage Protection and Liability Policy, including caps and exclusions. Structural damage is not covered under current damage protection. Claims must follow the Claims Process and Evidence Standards and applicable deadlines. Minor wear may not qualify. Nothing in this policy limits liability that cannot be limited under applicable law.

13) Disputes and chargebacks

Disputes must be submitted through Support under the Complaint and Dispute Intake Policy. We may review booking logs, messages, photos, and evidence. Chargeback abuse may result in account restrictions.

14) Enforcement

Violations may result in:
  • refusal of service or cancellation
  • account restrictions or termination
  • provider deactivation
  • denial of refunds where permitted
  • referral to law enforcement where appropriate

15) 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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