Refund Policy: Eligibility, Process, and Timelines

1. Eligibility: When a Refund May Be Allowed

Situation	Refund Outcome	Details
Early Cancellation (>24 hours before start)	✅ Full Refund	Cancel more than 24 hours before your scheduled start → no fee.
Standard Cancellation (1–24 hours before start)	✅ 80% Refund	A 20% cancellation fee applies.
Late Cancellation (<1 hour before start)	✅ 50% Refund	Movers are already scheduled/preparing.
After Provider Arrival (Job Active)	❌ No Refund	Treated as service in progress.
System-Initiated (No Provider Accepted)	✅ Full Refund	If no provider accepts your order, it will be auto-cancelled with a 100% refund. No fees apply.

Refunds may not be granted if:

You (or your representative) are not at the service address within 30 minutes of provider arrival.
The provider cannot reach you via phone, text, or app messages during that 30-minute window.
The job cannot begin due to issues under your control (locked door, blocked access, etc.).
The job scope changes significantly from the original booking without prior notice.

👉 These cases may be classified as Customer No-Show, resulting in no refund.

Free Reschedule: More than 24 hours in advance.
Late Reschedule (<24 hours): Treated as a cancellation and subject to standard fees.
Same-Day/Express Orders: Rescheduling may not be guaranteed and may result in full charge.

Muvr may issue a full refund under special circumstances, including:

Provider arrives 30+ minutes late with no backup available.
A verified system error or incorrect dispatch occurs.
Uncontrollable events (e.g., severe weather, natural disasters, unsafe conditions).
A mutual cancellation agreement with Muvr Support.

⚖️ Exceptions are reviewed case by case at Muvr’s discretion.

Refunds are always returned to your original payment method.
Standard processing: 5–10 business days, depending on your bank or payment provider.1. Eligibility: When a Refund May Be Allowed

Situation	What You Need to Know
Full Refund	Possible if you cancel more than 24 hours prior to the scheduled start.
Partial Refund	If you cancel between 1-24 hours before the start, you’re eligible for 80% refund (20% cancellation fee).
Late Cancellation	If you cancel less than 1 hour before provider arrival, you get 50% refund.
No Refund	Once the provider has arrived (job considered active), cancellations get 0% refund.

You may not receive any refund in these cases:

If you (or your representative) aren’t present at the service address within 30 minutes after the provider arrives.
If the provider can’t reach you via phone, text, or app messages during that 30-minute window.
If the job can’t begin due to conditions under your control (locked door, blocked access, etc.).
If job scope changes significantly from the original booking without prior notice.

These situations may lead to the order being classified as a Customer No-Show, which means no refund.

You can reschedule more than 24 hours in advance without penalty.
If you reschedule less than 24 hours before the service, it’s treated like a cancellation and subject to the corresponding fee.
For same-day or express orders, rescheduling may not be guaranteed and might result in full charge.

Muvr may issue a full refund under special circumstances, including but not limited to:

The provider arrives more than 30 minutes late (with no backup) and you cancel.
A verified system error or incorrect dispatch.
Uncontrollable events outside your control (weather, disasters, unsafe conditions).
Cancellation mutually agreed upon with Muvr support.

Each of these is reviewed on a case-by-case basis at Muvr’s discretion.

Once a refund is approved, the payout is made back to the original payment method.
Estimated timeline for receiving your refund: 5-10 business days, depending on your bank or financial institution.