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Moovr

Refund & Cancellation Policy

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1. General Policy

MOOVR Technologies Inc. coordinates on-demand and scheduled logistics, delivery, moving, and labor services through independent Drivers and MOOV Crew members.

By booking services through the MOOVR App, customers acknowledge that vehicle capacity, Driver time, labor scheduling, and dispatch resources are reserved upon booking confirmation and assignment. Refund eligibility depends on:

  • Service type
  • Scheduled vs on-demand booking
  • Driver/Crew assignment status
  • Timing of cancellation or rescheduling

2. On-Demand Services

(On-demand bookings requested for immediate or near-immediate dispatch)

A) Pick Up & Delivery

Cancellation Before Driver Acceptance: Full refund.

Cancellation After Driver Acceptance: If a Driver accepts the booking and 5 minutes have passed after acceptance, a standard $25 cancellation fee applies. This covers Driver dispatch time, fuel, and reserved vehicle capacity.

Cancellation After Driver Arrival: If the Driver arrives at the pickup location and the customer cancels, is unavailable, or service cannot proceed due to customer-related issues, the customer forfeits 50% of the base service fee (e.g., $40 base fee → $20 retained). Additional waiting time charges may apply where applicable.

B) Quick Move

Cancellation Before Driver Acceptance: Full refund.

Cancellation After Driver Acceptance: If a Driver accepts the booking and 10 minutes have passed after acceptance, the customer forfeits 25% of the base service fee (e.g., $150 base fee → $37.50 retained). Larger vehicle and labor capacity are reserved immediately.

Cancellation After Driver Arrival: The customer forfeits 50% of the base service fee (e.g., $150 base fee → $75 retained). Additional waiting time or labor charges may apply where applicable.

C) Haul Away

Cancellation Before Driver Acceptance: Full refund.

Cancellation After Driver Acceptance: If a Driver accepts the booking and 5 minutes have passed after acceptance, a standard $25 cancellation fee applies.

Cancellation After Driver Arrival: The customer forfeits 50% of the base service fee (e.g., $100 base fee → $50 retained).

3. Scheduled Services

Applies to:

  • Pick Up & Delivery
  • Quick Move
  • Haul Away
  • Extra Help / MOOV Crew

Cancellation More Than 24 Hours Before Scheduled Booking: Full refund.

Cancellation Within 24 Hours of Scheduled Booking: The customer forfeits the full base service fee. Examples: Pick Up & Delivery → $40 retained; Quick Move → $150 retained; Haul Away → $100 retained. Driver, vehicle, and labor capacity have already been reserved for the scheduled booking window.

Rescheduling Scheduled Bookings

Customers may reschedule a scheduled booking instead of cancelling.

  • More Than 24 Hours Before Booking: No charge.
  • Within 24 Hours of Booking: A standard $25 rescheduling fee applies.

Conditions:

  • The booking must remain under the same order/booking
  • The booking must be rescheduled, not cancelled

If the booking is cancelled instead of rescheduled, the standard cancellation policy applies and the full base fee becomes non-refundable.

4. Extra Help / MOOV Crew

Labor services involve reserved labor scheduling and time allocation.

  • Cancellation More Than 24 Hours Before Service: Full refund.
  • Cancellation Within 24 Hours of Scheduled Service: The customer forfeits 50% of the reserved labor fee, as Crew scheduling and labor allocation have already been committed.
  • Cancellation After Crew Dispatch or Arrival: Reserved labor fees become fully non-refundable, as Crew members have already been dispatched and labor time reserved specifically for the booking.

5. Driver / Crew / MOOVR Fault

If MOOVR cannot reasonably complete the booked service due to a Driver no-show, Crew no-show, incorrect vehicle assignment, or major operational failure, the customer may receive a full refund, partial refund, or booking credit at MOOVR’s discretion.

6. Weather / Force Majeure

MOOVR is not responsible for delays or cancellations caused by:

  • Severe weather
  • Traffic collisions
  • Road closures
  • Mechanical failures
  • Natural disasters
  • Events outside reasonable control

Refunds or credits in these situations are evaluated case-by-case.

7. Damage Claims

Damage claims are handled separately from refund requests.

  • Refunds relate to scheduling, dispatch, and service availability.
  • Damage claims relate to cargo protection, declared value coverage, and insurance processes.

8. Payment Disputes & Chargebacks

Customers agree to contact MOOVR support before initiating credit card disputes, chargebacks, or payment reversals. MOOVR reserves the right to provide the following in response to disputes:

  • GPS logs
  • Dispatch records
  • Photos
  • Communication history
  • Delivery confirmations

9. Acceptance of Policy

By booking services through MOOVR, customers acknowledge and agree to this Refund & Cancellation Policy.