Refund Policy
Last Updated: March 15, 2025
This Refund Policy is published by Muvr Technologies, Inc. and its affiliates (“Muvr,” “we,” “us,” or “our”) and applies to payments made for services booked 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 when refunds may be available, how refund amounts are calculated, how refunds are issued, and what is not refundable. This policy works together with our Cancellation Policy, No Show and Inaccessible Job Policy, Fee and Pricing Policy, Claims Process and Evidence Standards, Damage Protection and Liability Policy, Promotions, Credits, and Gift Card Terms, and any applicable business agreements.
1) Key principles
- Refund eligibility depends on the specific policy that applies (for example, cancellation vs. no-show vs. service failure).
- Some fees may be non-refundable if clearly disclosed at checkout and permitted by law.
- Refunds are not guaranteed and are issued only when supported by policy, evidence, and applicable law.
- We do not refund for issues caused by customer-controlled conditions (such as no-shows, inaccessible jobs, unsafe conditions, or misrepresented scope) except where required by law.
- Nothing in this policy limits rights that cannot be limited under applicable law.
2) Refund categories and where to look first
Refund outcomes are governed primarily by these policies:
- Cancellation Policy: refunds based on cancellation timing and provider arrival status
- No Show and Inaccessible Job Policy: generally no refunds when the provider arrived and the job could not start due to customer-controlled issues
- Fee and Pricing Policy: scope changes, waiting time, access fees, disposal fees, and other pricing adjustments
- Claims Process and Evidence Standards and Damage Protection and Liability Policy: damage-related reimbursements (which may be separate from refunds)
If a business contract applies, it may override this Refund Policy for that booking.
3) Refunds for cancellations (customer-initiated)
If you cancel before Provider Arrival, refund eligibility is determined by the Cancellation Policy schedule:
- More than 24 hours before start: 100% refund
- 1–24 hours before start: 80% refund
- Less than 1 hour before start: 50% refund
- After Provider Arrival: 0% refund
If you cancel after Provider Arrival or after work begins, refunds are generally not available and you may be charged the full Order Value, subject to applicable law.
4) Refunds for provider or Muvr-caused service failure
You may be eligible for a full or partial refund when we verify a provider or Muvr-caused failure, such as:
- provider did not show up and no replacement was provided within a reasonable time
- provider arrived excessively late and you cancel consistent with the Cancellation Policy exception rules
- verified dispatch/system error prevented service
- provider misconduct or unsafe behavior prevented service (as verified)
- service could not be completed due to Muvr operational failure (as verified)
Refund amounts depend on:
- the portion of service not delivered
- costs already incurred
- work completed
- the applicable policy and evidence
We may offer credits instead of refunds where permitted and appropriate, and where you agree or the Platform offers the option.
5) Refunds for no-shows, inaccessible jobs, and customer-caused failure to start
If the provider arrived and the job could not start or continue due to customer-controlled conditions, refunds are generally not provided. Examples include:
- customer not present or unreachable
- access denied, locked out, missing gate code, wrong address
- not packed or not ready for a move
- unsafe or unsanitary conditions, infestation or biohazard conditions
- prohibited items preventing service
- material scope mismatch and refusal to correct or authorize required changes
These situations are governed by the No Show and Inaccessible Job Policy, and charges may apply up to 100% of Order Value.
6) Refunds for scope disputes and pricing disputes
If you believe you were charged incorrectly, you must submit a dispute through Support under the Complaint and Dispute Intake Policy. We evaluate disputes based on:
- booking details and scope you entered
- provider documentation and Platform logs
- messages and time records
- photos and other evidence where relevant
- applicable pricing rules, minimums, and disclosed fees
We may deny refunds where charges are consistent with:
- disclosed minimums
- actual time spent or work performed
- disclosed add-ons and access fees
- customer-caused delays or waiting time
- disposal fees or facility fees incurred for junk removal
- return handling or redelivery attempts for deliveries
7) Damage-related reimbursement is not the same as a refund
Damage reimbursements, if any, are governed by:
- the Damage Protection and Liability Policy, and
- the Claims Process and Evidence Standards.
Damage reimbursements may be issued as reimbursement or credit and are subject to caps and exclusions. Structural damage is not covered under the current Damage Protection and Liability Policy.
8) Non-refundable items and charges
To the extent permitted by law, the following are generally non-refundable:
- cancellation fees assessed under the Cancellation Policy
- charges for no-shows or inaccessible jobs
- charges for work performed and time spent once service begins
- waiting time due to customer-caused delays
- tolls, parking, permits, and third-party charges incurred
- disposal and facility fees incurred for junk removal
- deposits labeled as non-refundable at checkout (where permitted by law)
- tips once processed (unless required by law or due to verified error)
- Promotions and Credits (no cash value; governed by Promotions, Credits, and Gift Card Terms)
- Gift Card purchases (except where required by law)
Nothing in this section limits refunds that are legally required.
9) How refunds are issued and timelines
A) Refund method
Refunds are typically issued to the original payment method used for the booking, unless:
- law requires a different method, or
- we offer and you accept an alternative (such as Platform credit).
B) Processing time
Approved refunds are typically processed within 5 to 10 business days, depending on your bank or financial institution. Some payment methods may take longer.
C) Partial refunds
Partial refunds may be issued when:
- only part of a service was not delivered
- charges were partially incorrect
- an exception applies to a portion of the total charges
- credits were applied and only certain paid amounts are refundable
10) Chargebacks and payment disputes
We encourage you to contact Support before initiating a chargeback.
If you initiate a chargeback:
- we may suspend or restrict your account during investigation
- we may submit evidence to the payment processor (including booking logs and policy terms)
- you may become ineligible for credits or duplicate refunds to the extent permitted by law
- if the chargeback is resolved in our favor, you remain responsible for amounts owed
This does not limit rights you cannot waive under applicable law.
11) Abuse and enforcement
We may deny refunds and take enforcement action for:
- fraud or false claims
- staged evidence
- repeated refund abuse
- harassment or threats to obtain refunds
- chargeback abuse
Enforcement actions may include account restrictions, suspension, termination, provider deactivation (where applicable), and referral to law enforcement where appropriate.
12) 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.