Performance Standards Policy
Last Updated: March 15, 2025
This Performance Standards 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 sets minimum performance, reliability, workmanship, and professionalism standards. It exists to protect customers, Providers, and Platform trust, and to support consistent service quality and compliance. This policy supplements the Provider Platform Agreement (if published), Community Guidelines, Safety Standards and PPE Policy (Provider), Incident Reporting Policy, Anti Fraud Policy, Anti Discrimination Policy, Zero Tolerance Policy, Large Item and Heavy Lifting Policy (Provider Standard), and Deactivation and Appeals Policy.
1) Core principles
Providers must deliver safe, reliable, professional service and comply with Platform instructions and all applicable laws. Performance is measured based on booking outcomes, customer feedback, Platform records, and policy compliance.
We may take action based on patterns, severity, and verified incidents. We do not guarantee any minimum volume of work, and continued access depends on maintaining standards.
2) Reliability standards
A) On-time performance
Providers must:
- arrive on time for scheduled bookings
- proactively communicate delays through Platform channels
- follow any check-in/arrival steps required by the Platform
Repeated lateness or failure to communicate may result in performance enforcement.
B) Provider cancellations and no-shows
Providers must:
- honor accepted bookings
- avoid last-minute cancellations except for legitimate reasons (safety, illegality, material scope mismatch that cannot be safely corrected, emergency)
Provider no-shows, frequent cancellations, and repeated failure to complete accepted work may result in suspension or deactivation.
C) Responsiveness
Providers must respond promptly to:
- customer coordination messages
- Support requests
- required verification or documentation requests
Ignoring communications or failing to respond may result in restricted access.
3) Professionalism and conduct standards
Providers must:
- communicate respectfully and professionally
- follow Anti Discrimination and Zero Tolerance standards
- avoid harassment, threats, intimidation, retaliation, or coercion
- maintain appropriate appearance and hygiene for on-site work
- respect customer property and privacy
- avoid off-platform payment solicitation or fee avoidance
Violations may result in immediate action.
4) Workmanship and handling standards (required)
Providers must use reasonable, industry-standard care to protect customer items and surrounding property. This includes, at a minimum:
A) Protection materials and padding
Providers must use appropriate protective materials when required by the job, including:
- moving blankets for padding and surface protection
- stretch/plastic wrap to secure blankets and protect surfaces where appropriate
- straps/tie-downs to stabilize items and prevent shifting
- dollies/hand trucks and furniture sliders when appropriate
- corner/edge protection where appropriate for sharp edges and doorways
Items should not be left exposed to avoidable damage when protective measures are reasonably available and appropriate.
B) Proper lifting, carrying, and movement
Providers must:
- lift and carry using safe methods and sufficient staffing
- avoid dragging items across floors or thresholds where it can cause damage
- avoid pushing/rolling items in ways that damage flooring, walls, or the item itself
- avoid stacking items in unsafe ways or placing heavy items on fragile items
- use controlled placement and stabilization when setting items down
C) Loading, securing, and transport safety
Providers must:
- load items in a stable, balanced manner
- secure cargo properly to prevent shifting during transport (straps, tie-downs, load bars where applicable)
- protect fragile surfaces from pressure points and rubbing
- separate fragile items from heavy items when feasible
- keep vehicle doors, ramps, and liftgates used safely and lawfully
Improper load securement that causes shifting damage is a serious performance and safety issue.
D) Unloading and placement
Providers must:
- unload safely and avoid dropping, sliding, or forcing items
- place items according to service level (curbside/doorstep/room-of-choice/white glove) where feasible and safe
- avoid placement that blocks exits, creates hazards, or violates building rules
5) Pre-existing damage documentation and customer acknowledgment (required)
Providers must not assume responsibility for pre-existing damage. When a provider observes apparent pre-existing damage or item weakness that could affect handling or outcome, the provider must:
- Document the condition clearly (photos/video where safe and lawful).
- Notify the customer immediately through Platform channels where possible.
- Send proof to the customer (in-app or Support flow, as available).
- Obtain customer acknowledgment to proceed where the Platform supports it or where Support instructs (for example, “noted/acknowledged” confirmation).
If the condition creates a reasonable risk that the item cannot be moved safely or is likely to fail, the provider must:
- pause and propose safe options (additional protection, disassembly, alternate path, service-level change, or refusal), and
- escalate to Support if the customer disputes or pressures unsafe handling.
Providers should not proceed with unsafe handling even if the customer insists.
6) Service execution and compliance standards
Providers must:
- perform Services consistent with booking details and service level
- follow service-specific rules (delivery proof, chain of custody, disposal requirements)
- comply with restricted/prohibited item rules
- comply with local moving/transport/disposal laws
- avoid cutting corners that increase risk (unsafe lifting, unsafe driving, unlawful disposal)
Providers must not perform prohibited services or handle prohibited items.
7) Documentation and accuracy standards
Providers must:
- accurately mark arrival, start, and completion in the Platform
- provide truthful proof of delivery/completion/disposal when required
- document material scope mismatches and safety issues when they occur
- provide accurate photos where required (no reused, staged, or misleading photos)
- keep records when required (receipts, disposal tickets, parking/toll evidence)
Falsification or manipulation of records is a serious violation.
8) Customer experience and feedback standards
We may use indicators such as:
- ratings and reviews (adjusted for suspected bias, fraud, or manipulation)
- complaint frequency and severity
- rework or repeat-issue rates
- claim rates and incident rates
- professionalism and workmanship reports
Operational thresholds may vary by market and service type and may be implemented in the Platform.
9) Safety and incident standards
Providers must:
- follow safety policies and PPE expectations
- stop work when conditions are unsafe
- report incidents promptly under the Incident Reporting Policy
- avoid working under the influence (Drug and Alcohol Policy)
Failure to report serious incidents or repeated unsafe behavior may result in deactivation.
10) Performance monitoring and reviews
We may monitor and review performance using:
- booking outcomes (completed vs canceled)
- arrival and completion timestamps
- location verification signals where available
- customer complaints and dispute outcomes
- incident and claims patterns
- fraud and integrity signals
- documentation quality and policy compliance
We may require retraining, coaching, additional verification, or probationary monitoring.
11) Enforcement actions
Depending on severity and pattern, we may take actions including:
- warnings and coaching
- required training
- temporary feature limits (job types, service categories, maximum load/weight)
- reduced access or prioritization
- temporary suspension
- permanent deactivation
We may take immediate action for severe violations (fraud, theft, violence, harassment, discrimination, serious safety violations, repeated careless handling, falsification).
12) Appeals
Providers may request review of certain enforcement decisions under the Deactivation and Appeals Policy. We may limit details shared to protect privacy, safety, and investigation integrity.
13) 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.
