Refund, cancellation and delivery policy

1. Who you are paying

Payments are made to ARZ Movers Cargo Packaging L.L.C. Card payments are processed securely by Wio Bank PJSC (Wio Pay). Your card details are entered on the payment provider's page and are never seen or stored by this website.

• Phone and WhatsApp: +971 56 346 2777
• Email: info@moversdubai.ae
• Trade licence: 941914, Dubai Department of Economy and Tourism (DET)

2. Prices, VAT and card fees

• Box and packing supply prices shown on the website include 5% VAT.
• Moving service quotations are given before VAT. 5% VAT is added and shown separately before you pay.
• Card payments carry a processing fee, shown as its own line before you pay: 2.49% + AED 1 for cards issued by a UAE bank, 3.49% + AED 1 for cards issued outside the UAE. You confirm which applies at checkout.
• Bank transfers carry no card fee. Any charges from your own bank are paid by you, and the full invoice amount must reach our account.
• If a price on the website is shown in error, or an item is out of stock, we will contact you before dispatch. You may accept the correct price or an equivalent item, or cancel for a full refund.

3. Delivery of boxes and packing supplies

• Delivery is free on orders of AED 250 or more. Orders below that carry a flat AED 30 delivery charge.
• We deliver across Dubai and the UAE. Same-day delivery is offered subject to stock and driver availability. Otherwise we agree a delivery slot with you by phone or WhatsApp. Delivery times are estimates, and we are not liable for delays caused by traffic, building access, weather or other events outside our control.
• Orders are delivered to the address given at checkout: your door, the building entrance, reception or security. Handing the order to any of these counts as delivery. Please make sure someone is available and that building security expects us.
• Please count and check your order with our team at handover (see section 6). Ownership and risk pass to you on delivery.
• If a delivery fails because nobody is available or access is refused, each further attempt is charged AED 50. If we cannot deliver within 7 days of the first attempt, the order is cancelled and refunded under section 8, less the delivery and handling charges and the card processing fee.
• We record each delivery (time, recipient, and a photo of the goods at handover) and keep that record as proof of delivery.

4. Cancelling a box order

• Before dispatch: cancel by phone or WhatsApp and the price of the goods and any delivery charge are refunded. The card processing fee is not refundable.
• After dispatch: the order cannot be cancelled. If it is refused at the door, an AED 50 handling charge (applied even on free-delivery orders) and the card processing fee are deducted, and the rest is issued as a credit note.

5. Returns of unwanted items

• Unwanted items can be returned within 2 days of delivery only. After 2 days no returns are accepted. Items must be unused, flat-packed (never assembled), unmarked, untaped and in resaleable condition, and moving kits must be returned complete.
• An AED 50 handling charge is deducted from every return.
• Returns of unwanted items are exchanged or refunded as a credit note only, valid for 6 months against any box order or move with ARZ Movers. They are not refunded to your card.
• You can drop returns off by arrangement, or we can collect them. Collection is covered by the AED 50 handling charge.
• These cannot be returned unless faulty: tape, bubble wrap, stretch film, packing paper and markers once opened; any box that has been assembled, written on or used in a move; and special or bulk orders made up for you.
• Contact us before returning anything, quoting your order reference. We inspect returned items and will tell you the credit due.

6. Damaged, faulty, wrong or missing items

• Please check your order with our team at handover, while they are still with you. Any damaged, wrong or missing items must be pointed out to the team before they leave, and they will note it on the spot.
• Once our team has left, the order is treated as received complete and in good condition, and we cannot accept responsibility for damage or missing items reported afterwards.
• For anything noted at handover, we will replace the item or deliver the missing quantity free of charge. If we cannot, we refund the price of the affected items, including the delivery charge and card fee paid for them, to your original card.

7. Moving services: cancellation, rescheduling and deposits

• Cancellation more than 72 hours before the move: your deposit is refunded, less the card processing fee.
• Cancellation between 24 and 72 hours before the move: 50% of the deposit is retained to cover crew and vehicles already allocated.
• Cancellation less than 24 hours before the move, or no access on the day: the deposit is retained in full.
• Rescheduling: one change of date is free if requested more than 48 hours before the move, subject to availability. Later changes are treated as a cancellation and a new booking.
• If we cancel, or cannot carry out the move as agreed, you receive a full refund of anything paid for the part not delivered, including the card fee.
• Full terms for moving services are in our Terms and Conditions.

8. How refunds are paid

• Refund requests must be made in writing by WhatsApp or email, quoting your order or invoice reference.
• Card payments are refunded only to the same card used for the original payment. We cannot refund a card payment in cash or to a different card or account.
• Bank transfers are refunded by bank transfer to the account the payment came from. Any bank charges for the refund are deducted.
• Approved refunds are processed within 14 working days. Your bank may take a further 5 to 15 working days to show the money on your statement.
• The card processing fee is never refundable, because the card processor does not return it to us. The only exception is a refund caused by our error, a damaged or wrong item, or a cancellation by us.
• Instalment payments made through Tabby or Tamara are refunded through that provider under its own terms.

9. Questions and disputes

Please contact us first on +971 56 346 2777 or info@moversdubai.ae with your order or invoice reference. Most issues are resolved the same day. If you raise a dispute with your card issuer, we will provide our order, payment and delivery records in response.

Our total liability for any box or supply order is limited to the amount paid for that order. Liability for moving services is set out in our Terms and Conditions.