Tips and Gratuities Policy

Last Updated: March 15, 2025 This Tips and Gratuities Policy is published by Muvr Technologies, Inc. and its affiliates (“Muvr,” “we,” “us,” or “our”) and applies to tipping and gratuities in connection with services arranged 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 how tips work, how they are processed, what is permitted and prohibited, and how disputes and refunds are handled. This policy works together with our Fee and Pricing Policy, Refund Policy, Anti Fraud Policy, and provider agreements.

1) Core principles

Tips are generally optional and intended to reward excellent service.
Tips should never be demanded, coerced, or required to receive service.
Tips processed through the Platform are tracked and can be subject to fraud prevention and dispute review.
Tips may be subject to processing delays and may be non-refundable once processed, except where required by law or due to verified error.

2) How tipping works

Depending on the Service and market, you may be able to tip:

in the Platform at or after completion,
through a post-service prompt,
or through other Platform-supported tipping flows.

Tips may be offered as:

a fixed amount, or
a percentage of eligible service charges.

We may limit the maximum tip amount, require additional verification for unusually large tips, or delay processing for fraud prevention.

3) Who receives tips

Unless otherwise disclosed:

Tips are intended for the provider(s) who performed the Service.
If a Service involves a team (for example, a moving crew), tips may be distributed among team members based on provider workflows or agreements.

We do not guarantee how providers distribute tips within their teams.

4) Tip processing and authorization

When you submit a tip through the Platform:

you authorize us to charge the tip to your payment method on file, either immediately or within a reasonable processing window after the Service is completed, and
you acknowledge the final tip amount as shown at confirmation.

We may place authorization holds or process tips separately from the primary service charge.

5) Tip edits and timing

If the Platform allows tip changes:

tip edits must be made within the time window shown in the Platform, if any.
after that window, tips may be processed and may not be reversible.

If no window is shown, tips may still be processed promptly after completion, and reversals are not guaranteed.

6) Tips are not wages; taxes

Tips are paid by customers and are separate from service fees charged by Muvr. Providers may have tax obligations related to tips. Customers are responsible for any taxes that may apply to tips where required by law. Nothing in this policy creates an employment relationship between Muvr and providers.

7) Prohibited conduct

A) Customer conduct

Customers may not:

use tips to threaten, coerce, or pressure providers to violate safety rules or policies
offer tips in exchange for prohibited actions (for example, handling prohibited items, unsafe lifting, illegal disposal)
demand off-platform arrangements in exchange for tips

B) Provider conduct

Providers may not:

demand tips or imply service depends on tipping
harass, threaten, or retaliate against customers regarding tips
misrepresent tip handling or distribution
solicit off-platform tips in a manner that violates Platform rules or local law

Providers who engage in tip-related harassment or coercion may be subject to enforcement, including deactivation.

8) Disputes, errors, and refunds

A) Tip disputes

If you believe a tip was added in error, was unauthorized, or reflects fraud:

contact Support promptly with booking ID and details.

We may review tip disputes using:

Platform logs and confirmations,
device and account signals,
fraud prevention indicators,
communications and support history.

B) Tip refunds

To the extent permitted by law:

Tips are generally non-refundable once processed, because they may be paid out to providers quickly.
We may reverse or refund a tip if we determine there was a verified Platform error, unauthorized transaction, or fraud, or if required by law.
If a refund is issued after a tip has been paid out, we may adjust the provider’s future payouts as permitted by provider agreements and law.

C) Chargebacks

If you file a chargeback related to a tip:

we may restrict your account during investigation,
we may provide evidence to the payment processor,
we may deny duplicate refunds or credits to the extent permitted by law.

Nothing in this section limits rights you cannot waive under applicable law.

9) Business accounts and merchant-originated services

Business accounts or merchant-originated deliveries may have different tip settings depending on contract terms and program rules. Where a business agreement controls tipping, it supersedes this policy for those transactions.

10) 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.