No Show and Inaccessible Job Policy

Last Updated: March 15, 2025. This No Show and Inaccessible Job Policy is published by Muvr Technologies, Inc. and its affiliates (“Muvr,” “we,” “us,” or “our”) and applies to bookings made 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 happens when a provider arrives and the job cannot start or continue due to customer-side unavailability, access issues, safety issues, or other conditions that prevent completion. This policy is separate from our Cancellation Policy, which applies when you cancel before the provider arrives. This policy works together with our Pricing and Fees Policy, Refund Policy, service-specific policies, Community Guidelines, and safety-related policies.

1) Key definitions

Provider Arrival: When the provider arrives at the service location and marks the booking as “Arrived” in the Platform (or arrival is otherwise confirmed by Platform records).
No Show: When the customer or an authorized representative is not present or not reachable within the required window after Provider Arrival, preventing the job from starting.
Inaccessible Job: When the provider cannot safely or legally access the service location or cannot begin work due to access constraints or site conditions within the customer’s control.
Customer-Caused Failure to Start or Complete: Any situation where the booking cannot start or finish due to customer actions, omissions, or conditions the customer controls or is responsible for addressing.
Order Value: The total amount associated with the booking as shown in the Platform at the time the booking is closed out, including any minimums and applicable fees shown in your booking summary, excluding tips (unless otherwise stated).
Waiting Window: The time period after Provider Arrival during which the provider will attempt to reach you and begin service, as set out in Section 3.

2) Core rule

If a provider arrives and the job cannot begin or continue due to a No Show, Inaccessible Job, or other Customer-Caused Failure to Start or Complete, the booking may be canceled or closed out and you may be charged up to 100% of the Order Value, with no refund, except where required by applicable law or where Muvr determines a verified Muvr-caused failure occurred. This rule exists because provider time and capacity have been reserved, travel has occurred, and the provider is prevented from earning on other jobs.

3) No Show rule and the 30-minute waiting window

A customer No Show occurs when any of the following happens after Provider Arrival:

You or your authorized representative is not present at the service location within 30 minutes of Provider Arrival, or
The provider is unable to reach you (or your authorized representative) by phone, text, or in-app messaging during that 30-minute period, or
You refuse to proceed or do not provide required authorization needed to start service during that period.

What providers must do during the waiting window To support fairness and documentation, providers should make reasonable attempts to contact you during the waiting window using available contact methods in the Platform. We may use Platform logs to confirm contact attempts. Outcome If a No Show occurs, the booking may be canceled or closed out and you may be charged 100% of the Order Value, and refunds are not provided, except as described in Section 9.

4) Inaccessible Job conditions

An Inaccessible Job occurs when the provider is present and prepared, but the job cannot begin or continue due to conditions within the customer’s control, including without limitation: Access and entry issues

locked doors, no key, no gate code, no unit number, or incorrect address
inability to access elevators, loading docks, or entry points required for service
building or site access denied because you did not arrange required permissions, move-in or move-out reservations, COIs, elevator bookings, or security approvals
blocked driveways, blocked loading areas, towing risk areas, or no lawful parking where parking is required to perform the service safely
location restrictions, curfews, or site rules you did not disclose that prevent completion

Readiness and staging failures

not packed or not ready at the scheduled time for moves
items not available, not staged, or not authorized to be released
junk not identified, not accessible, or not ready for removal
delivery pickup not ready, missing items, or merchant handoff not prepared

Safety and compliance barriers

unsafe work conditions (structural hazards, severe clutter, unstable stacks, exposed needles, aggressive animals not secured)
unsanitary conditions that create health risk
infestation or biohazard conditions covered by related policies
hazardous or prohibited items present that prevent lawful service
illegal activity, violence, threats, harassment, or weapon-related safety concerns

Material scope mismatch

the job scope materially differs from what was booked (items, stops, volume, stairs, long carry, heavy items, disassembly needs) and you refuse to update the booking, authorize required changes, or follow applicable process
the job requires equipment or crew size materially different from what was booked and the provider cannot safely proceed

Outcome If the booking is classified as an Inaccessible Job, it may be canceled or closed out and you may be charged up to 100% of the Order Value, with no refund, except as described in Section 9.

5) Customer-caused delays and waiting time

If the provider can begin service but is delayed due to customer-caused issues, you may be charged for:

waiting time
reserved labor time
additional time required due to delays
reattempts or return trips if applicable

Delay charges and minimums are governed by the Pricing and Fees Policy and service-specific policies. If delays exceed the 30-minute waiting window and prevent service, the booking may be treated as a No Show or Inaccessible Job.

6) Service-specific examples and special handling

Moves

Common inaccessible job triggers include: not packed, no elevator access when required, building COI or reservation not arranged, long carry or stairs not disclosed, and inability to park legally and safely. Providers may refuse to proceed if safe lifting or access is not possible.

Deliveries and courier services

If the pickup is not ready, the recipient is unavailable, the address is incorrect, or the customer refuses to provide a lawful safe drop option consistent with delivery rules, the booking may be treated as inaccessible. Return handling or additional attempts may trigger additional charges.

Junk removal

If prohibited items are present, access is blocked, junk is not accessible, or the customer cannot confirm what is to be removed, the provider may be unable to proceed. Once loading begins, partial completion charges may apply and removed items may be unrecoverable.

7) Documentation and verification

We may rely on evidence such as:

Platform timestamps and arrival logs
in-app messages and call attempt metadata
provider notes and completion records
photos of access issues or unsafe conditions where safe and lawful
GPS or location signals where available

We may require additional verification before issuing any exception, refund, or credit. False reporting by any party is prohibited and may result in enforcement action.

8) Customer responsibilities to avoid no-shows and inaccessible jobs

To avoid being classified as a No Show or Inaccessible Job, you must:

be present or designate an authorized representative who is present
remain reachable by phone and in-app messaging
provide accurate address and access details, including codes and parking instructions
ensure legal authority to move, deliver, remove, or dispose of items
prepare the site and items in advance (packed, staged, accessible)
secure pets and remove hazards
ensure compliance with building requirements, reservations, and COIs if required
disclose job scope accurately, including stairs, long carries, heavy items, and special handling needs

9) Exceptions and refunds

We may issue a full or partial refund, credit, or fee waiver when we verify one of the following occurred:

The provider arrived more than 30 minutes late without an offered backup option and you choose not to proceed.
A verified Platform error, incorrect dispatch, or Muvr-caused failure prevented the service from starting.
The job cannot proceed due to severe weather, disaster, or safety issues outside of your control where rescheduling is not feasible.
Support approved an exception in writing based on documented circumstances.

Exception decisions are made using evidence, including booking logs, timestamps, and communications. Nothing in this policy limits rights that cannot be limited under applicable law.

10) Abuse and enforcement

We may restrict, suspend, or terminate accounts for:

repeated no-shows or repeated inaccessible job outcomes
repeated unpreparedness or misrepresentation of job scope
harassment, threats, discrimination, or safety violations
fraud, false claims, or dispute abuse

Providers may also be subject to enforcement under provider policies for bad faith classifications or falsification.

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.