Refund & Service Credit Policy

This Refund Policy explains how Movacars Distribution Inc. handles refund requests, service credits, and chargebacks for delivery services provided through our platform. It supplements, and is part of, the binding terms of the executed customer agreement (the Public Platform Services Agreement or your written master services agreement).

1. Who This Policy Applies To

This Policy applies to Business Customers that have paid Movacars for delivery services through the Platform. Driver and Vehicle Owner payment matters are governed by the Driver Services Agreement, Fleet Vehicle Participation Agreement, or Master Vehicle Lease Agreement, as applicable.

2. Delivery Service Issues — Service Credits

Movacars will issue a service credit or full refund where:

• Delivery failure attributable to Movacars — Movacars accepts a Delivery Request and fails to attempt pickup within the agreed pickup window (excluding documented force majeure or customer-caused delays).
• Material service-level miss — the delivery is materially delayed or undeliverable due to circumstances within Movacars's reasonable control.
• Documented damage in transit — cargo is lost or damaged while in Movacars's operational control, subject to the cargo-liability limits in the customer agreement.

3. Not Eligible for Refund

Refunds will not be issued for circumstances outside Movacars's reasonable control, including:

• Inaccurate or incomplete pickup or delivery information provided by the customer.
• Recipient refusal, recipient unavailability, or recipient address access restrictions.
• Acts of God, severe weather, civil disturbance, and other force-majeure events.
• Customer-caused packaging failures or items shipped outside the Acceptable Cargo Policy.
• Items prohibited under our Acceptable Use Policy.

4. How to Request a Refund

1. Email sales@movacars.com with subject "Refund Request" within thirty (30) days of the affected delivery.
2. Include the Delivery Request number(s), date(s), the reason for the request, and any supporting documentation (photos, recipient statement, etc.).
3. We will acknowledge receipt within two (2) business days and issue a decision within ten (10) business days.

5. Cargo Loss & Damage Claims

Cargo claims are handled separately from service refunds and are subject to the cargo-liability provisions of your executed customer agreement. Submit cargo claims with documentation to claims@movacars.com within the period set in your agreement (typically nine (9) months from the date of delivery, in line with federal cargo-claim practice).

6. Method & Timing of Refunds

Approved refunds and service credits are issued to the original payment method, or applied as a credit against future invoices, at Movacars's reasonable discretion. Refunds typically post within seven (7) to ten (10) business days of approval, depending on your bank or card issuer.

7. Chargebacks

Please contact us before initiating a chargeback with your card issuer. Movacars defends improper chargebacks. Customers who initiate chargebacks for charges they previously approved, in violation of their executed customer agreement, may have their accounts suspended pending resolution.

8. Subscription & Auto-Renewal

If your service is provided under a subscription or auto-renewing term, the renewal disclosures and cancellation timelines required by Florida Statutes § 501.165 will be communicated in writing in advance of each renewal. You may cancel by emailing sales@movacars.com in accordance with the notice period in your executed agreement.

9. Changes to This Policy

We may update this Policy from time to time. The Effective Date above reflects the latest version. Material changes will be communicated to Business Customers in writing.

10. Contact

Movacars Distribution Inc.
Heritage Park, 941 West Morse Boulevard, Suite 100, Winter Park, FL 32789
sales@movacars.com · (407) 714-3081