Refund Policy

Last Updated: 03/15/2025

1. Overview

At Muvr Technologies, Inc. (“Muvr”), we strive to provide a seamless and reliable experience for all customers booking moving, hauling, big-item deliveries, and junk removal services through our platform. We understand that unexpected issues may arise, and we are committed to reviewing refund requests fairly and transparently.

This Refund Policy outlines when customers may be eligible for a full or partial refund and when a refund will not be granted. All refund requests are reviewed on a case-by-case basis at Muvr’s sole discretion.

By booking a service through Muvr, you acknowledge and agree to this Refund Policy and Muvr’s Terms of Use.

2. General Refund Eligibility

Refunds may be issued in limited circumstances, including but not limited to the following:

• Service Not Completed: If the Mover, Hauler, or Courier fails to arrive or complete the job as requested, and no alternative provider is assigned.
• Incorrect Charges: If you were charged incorrectly due to a system error, a duplicate charge, or an eligible promotion not applying correctly.
• Unauthorized or Fraudulent Charges: If a transaction was made without your authorization or if fraudulent activity is detected.
• Significant Service Disruptions: If the service was severely impacted due to an issue caused by Muvr or the service provider, such as:
  • Severe damage to your items during transit due to provider negligence.
  • Failure to pick up or deliver an item as scheduled, resulting in major inconvenience.
• Price Discrepancies: If your final charge was significantly higher than the price estimate provided at the time of booking, and the increase was not due to:
  • Added stops, extended job time, or changes to service requests.
  • Provider waiting time exceeding the allotted free period.

3. Non-Refundable Situations

Refunds will not be granted under the following circumstances:

• Customer Error: If you booked the wrong service type, entered incorrect pickup/delivery details, or changed your service request after booking.
• Provider Performance Issues:
  • If the quality of service did not meet expectations, but the service was completed as booked.
  • If the provider was delayed due to traffic, weather, or other unforeseen circumstances beyond Muvr’s control.
• Damage Claims: Refunds will not be issued for damage claims. Instead, these will be handled through Muvr’s Claims & Dispute Resolution Process.
• Last-Minute Cancellations: If you cancel outside the permitted cancellation window, standard cancellation fees will apply.
• On-Trip Delays: Refunds will not be granted for unexpected delays due to traffic, road closures, or route inefficiencies.
• Disruptions Beyond Muvr’s Control: Refunds will not be issued for cancellations or service interruptions caused by acts of nature, weather conditions, natural disasters, government orders, or unforeseen provider unavailability.

4. Requesting a Refund

Customers must submit all refund requests within 30 days of the service date through the Muvr app or by contacting customer support. Requests should include:

• Order ID or transaction details
• A detailed description of the issue
• Photo or video evidence, if applicable

If a refund is approved, the refund will be processed back to the original payment method within 3-5 business days, depending on your bank.

Muvr reserves the right to:

• Issue partial refunds when deemed appropriate.
• Offer credit or alternative resolutions instead of a direct refund.
• Deny refund requests that do not meet policy criteria.

5. False Reports and Abuse of Refund Policy

Muvr takes fraudulent refund requests seriously. Submitting false, misleading, or exaggerated refund claims violates Muvr’s Community Guidelines and may result in:

• Denial of refund requests.
• Suspension or termination of your Muvr account.
• Legal action if fraudulent activity is detected.

6. Additional Provisions

• Policy Updates: Muvr reserves the right to modify this Refund Policy at any time.
• Final Decision: Muvr’s decision regarding refund eligibility is final.
• Governing Law: This policy is governed by the laws of the State of Delaware.

If you have additional questions regarding a refund, please contact Muvr Support through the app or at help.muvr.io.