Overweight and Large Item Policy

Last Updated: March 15, 2025 This Overweight and Large Item Policy is published by Muvr Technologies, Inc. and its affiliates (“Muvr,” “we,” “us,” or “our”) and applies to customers and business users who book services 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 counts as overweight/large items, what you must disclose, how provider count is determined, how service level affects handling, and what happens if a booking cannot proceed safely due to inaccurate item or access information. This policy works together with our Fee and Pricing Policy, No Show and Inaccessible Job Policy, Safety Requirements for On Site Conditions Policy, Restricted and Prohibited Items Policy, and Damage Protection and Liability Policy.

1) Core rules

You must accurately disclose large, bulky, and overweight items and access conditions before service begins.
Provider staffing is determined by weight, size, path complexity, and service level.
If your booking details are inaccurate or incomplete, service may be delayed, require additional providers, require a pricing adjustment, or be rescheduled.
Providers may refuse, pause, or stop service if an item cannot be moved safely or lawfully.
You may not pressure providers to perform unsafe lifting or forced movement.

2) What counts as “overweight” or “large”

An item may be treated as overweight or large based on weight, size, bulkiness, fragility, or handling complexity. Common examples include:

large sectionals, sleeper sofas, oversized recliners
refrigerators, washers, dryers, stoves
solid wood dressers, armoires, wardrobes
safes, gun safes, full file cabinets
treadmills, gym equipment, weight sets
large mirrors, glass tabletops
hot tubs, heavy outdoor equipment
commercial equipment or industrial items

Dense items can be overweight even if not “large” (e.g., safes).

3) Provider count requirements by weight (baseline)

Provider count requirements are based on best available weight estimates (manufacturer specs, labels, your disclosure, or provider assessment). These are baseline requirements per heavy item, and additional providers may be required for stairs or obstacles.

0–100 lbs: provider count depends on service type and service level
101–249 lbs: 2 providers (default)
250–349 lbs (Heavy): 2 providers
350–399 lbs (Very Overweight): 3 providers
400–449 lbs: 4 providers
450–499 lbs: 5 providers
500–549 lbs: 6 providers
550–599 lbs: 7 providers
600+ lbs: 8 providers or specialty handling may be required

If you have multiple overweight items, you may need more than the baseline staffing.

4) Stairs, steps, long carry, and obstacles (additional providers)

Stairs and obstacles significantly increase risk and staffing needs. Additional providers may be required above the baseline when any of the following apply:

any stairs or steps (even partial flights)
long carry distances from parking to door
narrow hallways, tight turns, low ceilings
thresholds requiring lifting
elevator not available or not reserved when needed
uneven terrain, steep driveways, slippery conditions
fragile flooring or narrow stair treads
disassembly required to safely pass

For items 350+ lbs, stairs or complex paths commonly require adding +1 to +3 providers, depending on conditions.

5) Service levels and what they mean for staffing

Your selected service level impacts feasibility, staffing, and cost:

Curbside: Exchange at curb/driveway edge/nearest lawful safe loading point. Often the lowest handling complexity.
Doorstep: First accessible threshold (front door/lobby). May still require thresholds and short carries.
Room of Choice: Inside placement. Requires interior navigation and typically maintains or increases staffing needs.
White Glove: Additional care steps (assembly, packaging removal, precision placement) often requires more time and may require more providers.

Curbside/doorstep does not guarantee feasibility if the item is not safely movable with the booked setup.

6) Your disclosure obligations (what you must tell us)

Before service begins, you must provide accurate:

item descriptions and quantities
dimensions where relevant
estimated weights where known
whether items are full (dressers, cabinets, file cabinets)
access details: stairs/steps, long carry, elevator availability, tight turns, parking constraints
photos when requested or required by the Platform
any special handling requirements

If you do not know weight, do not guess low. Incorrect information may result in added providers, added fees, delay, or reschedule.

7) What happens if your booking is under-scoped or unsafe

If the provider arrives and determines the item(s) or path conditions require more staffing, different equipment, or a different service level:

The provider may pause work to confirm safe options.
You may be asked to update the booking and approve a pricing adjustment.
We may dispatch additional providers if available, which may cause delays.
If additional providers are not available, the booking may need to be rescheduled.

If you refuse to update the booking, refuse a required change, or the job cannot proceed safely due to conditions within your control, the booking may be treated as an Inaccessible Job under the No Show and Inaccessible Job Policy and charges may apply.

8) Forced movement is not allowed

Providers may refuse to move an item that:

does not safely fit through a space, or
cannot be moved safely without high risk of injury or damage.

If you insist on forced movement against provider warnings:

service may be refused or stopped, and
the booking may be treated under applicable policies, and
damage coverage may be limited or denied under the Damage Protection and Liability Policy.

9) Pricing and additional costs

Overweight and large items may result in additional charges for:

additional providers needed for safe handling
additional time due to careful handling
stairs, long carry, obstacles, disassembly needs
special disposal fees (junk removal categories like mattresses, appliances, e-waste)
service level upgrades (Room of Choice or White Glove)

All charges are governed by the Fee and Pricing Policy and the amounts shown in the Platform.

10) Reporting issues

If an incident occurs (injury, near-miss, property damage, unsafe conditions), report it through Support promptly. If there is immediate danger, contact local emergency services first.

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.