Payment, Payouts, Holds, and Deductions Policy
Last Updated: March 15, 2025
This Payment, Payouts, Holds, and Deductions Policy is published by Muvr Technologies, Inc. and its affiliates (“Muvr,” “we,” “us,” or “our”) and applies to Providers (including Movers, Haulers, and Couriers) who access or use Provider features through our websites, mobile applications, and related services (the “Platform”) and perform services arranged through the Platform (“Services”).
This policy explains how Provider earnings are calculated, how and when payouts occur, when we may place holds or delay payouts, what deductions or offsets may be applied, and how disputes are handled. This policy supports fraud prevention, safety, compliance, and accurate accounting. It supplements provider agreements, the Fee and Pricing Policy, Anti Fraud Policy, Claims Process and Evidence Standards, Incident Reporting Policy, and Deactivation and Appeals Policy.
1) Key definitions
- Provider Earnings: Amounts earned by a Provider for completed Services, as calculated by the Platform after applicable fees, adjustments, and offsets.
- Payout: Transfer of Provider Earnings to a Provider’s selected payout method.
- Hold: Temporary delay or restriction on payout while a review, verification, dispute, or risk process is underway.
- Deduction / Offset: Amount reduced from Provider Earnings or payouts to account for refunds, chargebacks, adjustments, fees owed, damages, penalties, or other amounts permitted by law and agreement.
- Net Earnings: Earnings after applicable fees, deductions, and offsets.
- Payout Method: The bank account, debit card, or other method the Provider registers for payouts, subject to availability.
2) Provider status and responsibility
Providers are independent contractors and are solely responsible for their actions and omissions while using the Platform, including safe handling, load securement, and compliance with law and policy. Nothing in this policy creates an employment relationship.
3) How Provider Earnings are calculated
Provider Earnings may be based on:
- the job price charged to the customer (or business account), and/or
- time, distance, item volume, service level, and other pricing components, depending on Service type and market.
Earnings shown in the Platform may be estimated prior to completion and may change due to:
- verified scope changes and booking corrections
- customer refunds or credits issued under applicable policies
- cancellations, no-shows, or partial completions
- chargebacks, payment failures, or reversals
- policy enforcement actions (fraud, prohibited items, misconduct)
- errors or duplicate payments
Platform records, booking logs, and the final booking settlement shown in the Platform control.
4) Payout schedule and methods
A) Scheduled payouts (weekly)
Scheduled payouts are processed weekly on Tuesdays (UTC) for eligible Providers with a valid payout method and completed verification. Funds availability depends on your financial institution and payment network.
We may delay or skip a scheduled payout if a Hold applies under this policy.
B) Instant payouts (where available)
Instant payouts may be available in certain markets and for certain Providers.
- Fee: Instant payouts are subject to a 1.95% fee (or the fee shown in the Platform at the time of transfer).
- Eligibility: Instant payout availability may depend on verification status, risk signals, payout method, and payment network support.
- No guarantee: We do not guarantee instant payout availability or exact timing.
C) Verification requirements
To receive payouts, Providers must complete required identity verification, maintain a valid payout method, and provide required tax information where applicable. We may delay payouts until verification is complete.
D) Tips
Tips may be paid out separately or bundled depending on Platform design and may be delayed for fraud prevention or dispute handling.
5) Payment failures, reversals, and customer non-payment
If a customer payment fails, is reversed, is disputed, is determined to be unauthorized, or is determined to be fraudulent, we may:
- place a Hold on related Provider Earnings
- delay payout until payment is resolved
- reverse or adjust earnings for that booking
- recover amounts previously paid out, to the extent permitted by law and applicable agreements
We are not obligated to advance payments for bookings that were not successfully paid, except where required by law or explicitly stated in writing.
6) Holds and reasons we may delay payouts
We may place a Hold on some or all Provider Earnings when we reasonably believe it is necessary to:
- investigate fraud, chargeback risk, or payment disputes
- investigate safety incidents, damage claims, missing item allegations, or misconduct
- verify identity, payout method, tax details, licensing, or insurance
- address suspicious account activity or account takeover risk
- correct pricing errors, duplicate payments, or accounting issues
- comply with legal obligations, court orders, or law enforcement requests
- enforce policy violations
- manage negative balances or amounts owed to Muvr
Holds may apply to a single booking or to the entire account depending on scope and risk.
7) Deductions and offsets
To the fullest extent permitted by applicable law and applicable Provider agreements, Providers authorize Muvr to apply deductions or offsets from Provider Earnings, payouts, or future earnings for items including:
A) Refunds, credits, and corrections
- customer refunds or credits issued under applicable policies
- billing corrections, pricing corrections, scope corrections
- promotional credits or discounts reversed due to abuse
B) Chargebacks, reversals, and processing costs
- chargeback amounts and chargeback-related fees assessed by payment processors
- disputed transactions that result in loss to Muvr
- bank reversal costs or payment network penalties
C) Damage, loss, and claims-related costs (Provider responsibility)
Providers may be held financially responsible for damage to customer items or property, or for loss of customer items, when evidence supports Provider responsibility and such assessment is permitted by law and applicable agreements. Costs may include, without limitation:
- the deductible on any insurance policy maintained by Muvr or a related party, if a claim is made and a deductible applies
- repair costs, replacement costs, or reasonable market value of damaged or lost property
- costs arising from improper load securement, shifting cargo, careless handling, or failure to follow safety standards
- reasonable claims administration costs where permitted
These amounts may exceed the earnings for a specific job and may exceed $1,000, depending on the incident and value involved, including in residential or commercial moves and deliveries.
Examples (non-exhaustive) where costs may be applied:
- damage to customer items during transport
- damage to property (walls, doorways, floors) during moving or delivery
- shifting cargo causing damage due to improper securing
- loss of customer items where Provider responsibility is supported by evidence
We may apply these costs based on evidence and investigation outcomes, including Platform logs, photos, customer statements, Provider statements, and patterns of conduct.
D) Policy enforcement and penalties (where permitted)
- penalties or fees for fraud, falsification, prohibited items, or severe policy violations
- penalties for repeated cancellations/no-shows where permitted by agreement
- costs related to unlawful disposal or regulatory violations
E) Amounts owed to Muvr (program costs and advances)
- background check fees advanced by Muvr (where fee assistance was provided)
- equipment or program costs advanced by Muvr (if any) and agreed
- other program fees or costs disclosed in advance and permitted
F) Legal requirements
- amounts required to be withheld or remitted under applicable law or tax rules, where applicable
We do not apply deductions that are prohibited by law. Where required, we will provide disclosures or obtain authorizations.
8) Negative balances and amounts owed to Muvr
If deductions and offsets exceed your current earnings, your account may show a negative balance (an amount you owe to Muvr). We may:
- apply future earnings to reduce the negative balance
- restrict payouts (including instant payouts) until the balance is resolved
- require repayment where permitted
- pursue lawful collection methods where permitted by law and applicable agreements
9) Disputes and provider questions
If you believe there is an error or want to dispute a Hold, deduction, or adjustment, you must contact Provider Support promptly and provide booking IDs and relevant evidence (photos, messages, receipts, timestamps).
We may suspend payouts while disputes are investigated. We may deny disputes that conflict with Platform records, documentation, or applicable policy.
10) Prohibited manipulation and fraud
Providers may not falsify completion, proof of delivery, disposal documentation, time/mileage records, or attempt to bypass payout controls. Violations may result in deactivation and recovery actions.
11) Reserved rights; no guarantee of earnings
We do not guarantee any minimum earnings. Earnings depend on demand, acceptance, performance, and compliance.
We may modify payout schedules, methods, fees (including instant payout fees), and eligibility requirements at any time, subject to applicable law and any controlling written agreements.
12) Policy changes
We may update this policy at any time. Updates will be reflected by the “Last Updated” date above. Continued use of Provider features after updates constitutes acceptance of the revised policy to the extent permitted by law.