Provider Conduct Policy
Last Updated: March 15, 2025
This Provider Conduct 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 standards for Provider behavior, professionalism, communication, boundaries, and integrity. It exists to protect safety, trust, and service quality. This policy supplements the Provider Platform Agreement (if published), Community Guidelines, Anti Discrimination Policy, Zero Tolerance Policy, Drug and Alcohol Policy, Firearms and Weapons Policy, Anti Fraud Policy, Incident Reporting Policy, Performance Standards Policy, and Deactivation and Appeals Policy.
1) Core expectations
Providers must:
- act professionally, respectfully, and lawfully
- prioritize safety and follow Platform safety policies
- communicate clearly and promptly
- respect privacy and property
- avoid harassment, discrimination, retaliation, and intimidation
- avoid fraud, misrepresentation, and system abuse
- follow all Platform instructions related to bookings and documentation
2) Professionalism and respectful behavior
Providers must:
- use respectful language in messages, calls, and in-person interactions
- avoid yelling, insults, slurs, threats, or humiliating conduct
- maintain appropriate clothing and hygiene suitable for on-site service
- behave in a calm and non-escalatory manner even in disputes
- treat customers, recipients, building staff, and bystanders with courtesy
3) Non-discrimination and harassment prohibition
Providers may not:
- refuse service based on protected characteristics
- use discriminatory language or behavior
- harass customers or others, including sexual harassment
- retaliate against customers for complaints, claims, or reports
All Anti Discrimination and Zero Tolerance standards apply.
4) Safety conduct requirements
Providers must:
- follow safe lifting and safe driving practices
- comply with Drug and Alcohol Policy (no impairment)
- comply with Firearms and Weapons Policy
- stop work when conditions are unsafe or illegal
- not enter unsafe areas or perform prohibited services
- secure loads and maintain safe work zones
Providers must not pressure customers to accept unsafe handling.
5) Communication and coordination
Providers must:
- communicate arrival and delays promptly through Platform channels
- follow customer instructions that are lawful and safe
- confirm access details when needed (codes, parking, elevators)
- notify customers promptly of scope mismatches, access issues, or hazards
- coordinate professionally regarding service level and placement
Providers may not:
- ignore customers or go silent during active bookings
- spam customers or send abusive messages
- make false statements about pricing, fees, or policies
6) Privacy, recording, and information misuse
Providers must:
- use customer information only to complete the booking
- keep customer personal information confidential
- avoid taking photos or videos unrelated to the booking
- take required documentation photos only when safe and lawful and only as needed for proof/compliance
- avoid recording audio/video of customers without consent where required by law
Providers may not:
- share customer information with third parties without authorization
- use customer contact information for off-platform solicitation
- stalk, harass, or contact customers after a booking for non-service reasons
- disclose addresses, entry codes, or private details
7) Property respect and boundaries
Providers must:
- respect customer homes, buildings, and rules
- avoid entering unauthorized rooms or restricted areas
- not open sealed boxes or personal containers unless expressly authorized and safe
- avoid using customer bathrooms without permission (where applicable) and comply with site rules
Providers must not take, borrow, or use customer property.
8) Honesty, integrity, and Platform compliance
Providers may not:
- falsify arrival/start/completion statuses
- falsify proof of delivery, disposal, or completion photos
- reuse old photos or staged evidence
- manipulate time, mileage, or pricing inputs
- collude with customers to move transactions off-platform to avoid fees
- request or accept off-platform payment for Platform bookings
- offer side deals, discounts, or refunds outside the Platform
Providers must comply with Anti Fraud Policy and all documentation requirements.
9) Conflicts, refusals, and safety stops
If a job cannot be performed safely or lawfully, Providers must:
- pause and communicate the issue clearly
- offer safe options (scope update, service level change, reschedule)
- refuse forced movement and prohibited items
- contact Support for escalation when needed
- document issues in Platform records
Providers must not argue aggressively, threaten, or retaliate.
10) Incident reporting and cooperation
Providers must:
- report incidents promptly under the Incident Reporting Policy
- cooperate with investigations and provide truthful information
- preserve evidence where safe and lawful
- avoid contacting customers outside Platform channels during investigations unless directed by Support
Failure to cooperate may result in deactivation.
11) Enforcement
Violations may result in:
- warnings and required retraining
- feature restrictions
- temporary suspension
- permanent deactivation
- referral to law enforcement where appropriate
- payout holds or deductions where permitted by policy and agreement
Severe violations may result in immediate deactivation without prior notice.
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.