Provider Cancellation and Forfeit Fees Policy

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Provider Cancellation and Forfeit Fees Policy

Last Updated: March 15, 2025

This Provider Cancellation and Forfeit Fees 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 accept bookings for services arranged through the Platform (“Bookings” and “Services”).

This policy defines Provider forfeits, Provider no-shows, associated fees, how fees are assessed, and related enforcement. This policy supplements the Provider Platform Agreement, Payment, Payouts, Holds, and Deductions Policy, Performance Standards Policy, Deactivation and Appeals Policy, and applicable service addenda (Mover/Hauler/Courier).

1) Definitions

  • Provider Forfeit: A Provider voluntarily unassigns themselves from a Booking after accepting it, but before completion.
  • Provider No-Show: A Provider (a) does not arrive, (b) is unresponsive, or (c) abandons the job without proper unassignment (including leaving after arrival without completing required close-out steps).
  • Non-Responsive: Failure to respond to reasonable contact attempts (in-app, phone, SMS where applicable) during a critical window for a Booking, as determined by Platform logs and Support review.
  • Scheduled Start: The scheduled start time shown in the Platform (or the agreed service window start for scheduled services).
  • Forfeit Fee: A fee assessed to the Provider for a forfeit or no-show, intended to address operational disruption, re-dispatch costs, and customer impact.

2) Core rules

  • Providers are expected to honor accepted Bookings and perform them safely and professionally.
  • Forfeit Fees are assessed based on timing and behavior and are separate from customer refunds.
  • Forfeit Fees are independent of tips (tips are excluded from calculations and are not part of fee assessment).
  • Forfeit Fees may be deducted from Provider Earnings and/or create a negative balance as permitted by the Provider Platform Agreement and the Payment, Payouts, Holds, and Deductions Policy.
  • Muvr may waive or reduce a fee in limited circumstances at its sole discretion (see Section 8), to the fullest extent permitted by law.

3) Standard Provider Forfeit Fees (Non-Courier jobs)

For standard services (including Moves, Hauling/Junk Removal, Labor-based services, and other non-courier categories), the following Forfeit Fees apply when a Provider forfeits after accepting:

Timing before Scheduled Start → Forfeit Fee

  • More than 48 hours → $0
  • 48 hours to more than 1 hour → $30
  • Less than 1 hour → $50
  • No-Show / Non-Responsive → $80 + escalation trigger

Notes

  • Fees may be applied automatically based on Platform timestamps and event logs.
  • If a Provider unassigns after traveling or arriving, additional enforcement may apply under Section 6.
  • These fees apply per Booking and may compound for repeated violations.

4) Courier jobs and single-provider delivery jobs

Courier services and courier-like deliveries often have tighter dispatch windows and may be subject to different fee schedules shown in the Platform or courier program rules. Where a courier-specific schedule is published or shown at acceptance, that schedule controls.

If no courier-specific schedule is shown, the No-Show standards in Section 5 still apply.

5) No-Show and Non-Responsive Providers (All services)

A Provider is considered a No-Show if Muvr determines, based on Platform records and/or Support review, that the Provider:

  • fails to arrive within a reasonable window for the Booking type and market, and/or
  • stops responding to calls/messages during an active service window, and/or
  • abandons execution without properly unassigning and following close-out steps, and/or
  • marks misleading statuses (e.g., “arrived”) without being present, or otherwise attempts to evade accountability.

Outcome (all services)

  • the highest forfeit fee applicable to the Booking will apply (at minimum the No-Show fee for that category), and
  • an automatic escalation signal may be created, and
  • temporary suspension review and/or deactivation review may be triggered depending on severity, frequency, and customer impact.

6) Additional consequences and enforcement actions

In addition to Forfeit Fees, Muvr may take enforcement actions including:

  • warnings and coaching
  • required retraining
  • reduced priority or access to certain Booking types
  • temporary suspension
  • permanent deactivation under the Deactivation and Appeals Policy

We may apply stricter enforcement where a Provider’s actions result in:

  • stranded customers or failed time-sensitive deliveries
  • repeated forfeits or no-shows
  • fraud indicators (false statuses, staged check-ins)
  • safety incidents or abandonment in unsafe conditions without proper escalation

7) How fees are assessed, collected, and displayed

  • Fees may be assessed automatically using Platform event logs (accept time, unassign time, arrival status, communications, GPS/location signals where available).
  • Fees may be deducted from earnings, instant payouts may be restricted, and negative balances may be created as allowed by the Provider Platform Agreement and Payment, Payouts, Holds, and Deductions Policy.
  • Where feasible, the Platform may display fee assessment, but Muvr is not required to provide real-time calculation visibility.

8) Exceptions and discretionary waivers

Muvr may, at its sole discretion, reduce or waive a Forfeit Fee where supported by evidence and to the fullest extent permitted by law, including for:

  • verified emergencies (serious accident, medical emergency)
  • verified platform outage or dispatch/system error materially causing the forfeit
  • unsafe or unlawful conditions discovered on-site requiring a safety stop (when properly documented and escalated)
  • verified customer-side issues that made the job impossible to start (e.g., address invalid, prohibited items, access blocked), when properly documented

Providers must provide prompt documentation to Support. Waivers are not guaranteed.

9) Disputes

If you believe a Forfeit Fee was assessed in error, you must contact Provider Support promptly and include:

  • Booking ID
  • timeline details
  • evidence (screenshots, photos, communications)

Muvr may rely on Platform records and may decline disputes that conflict with event logs. Filing payment disputes/chargebacks to avoid platform fees may result in enforcement up to deactivation.

10) 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.

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