Request a refund
Refunds are not automatic. They require a documented reason code, supporting evidence, and policy review based on the booking record. Outcomes are determined by booking data, timestamps, and service-stage proof, not by how a request is framed.
How to request a refund
- Open your completed or canceled booking in the Muvr app.
- Select Get Help.
- Choose Refund or charge issue.
- Select the reason code that matches what happened.
- Attach supporting evidence: photos, screenshots, or messages.
- Submit. You will receive confirmation with a review timeline.
What determines outcomes
- Service delivery record: Was the job completed as booked?
- Billing accuracy: Does the charge match the confirmed scope?
- Evidence submitted: Photos, timestamps, and support history.
- Policy applicability: Does the reason fit an eligible refund path?
Outcomes are based on booking data. No reason code and no evidence produces no refund.
What to expect
- Reviews are based on booking data and evidence. You may be asked for additional information before a decision is made.
- Refund decisions are communicated through the app or by phone.
- Muvr does not issue refunds based on pressure, threats, or incomplete claims.
Constraints
- Refund requests without a valid reason code will not be processed.
- Muvr does not issue refunds for subjective dissatisfaction without a documented service failure tied to the booking record.
- If a chargeback has been filed with your bank, Muvr's refund review may pause pending resolution of the dispute. Filing a chargeback does not accelerate a refund and may affect your standing.
Chargeback notice
Initiating a chargeback while a refund review is active does not speed up the process. It creates a separate dispute track. Muvr will respond with booking records and service evidence.
If you cannot submit in the app
Refund requests must be submitted through the Muvr app using your booking record. If you cannot access your booking, open the app, go to Your Bookings, and select Get Help from the relevant completed or canceled booking.
If the issue involves damage or missing items, those are handled separately through the damaged and missing items claims process.