Terms and conditions

1. Quotations

Quotations are issued in writing following a free survey, either on site or from photographs you provide. A quotation is valid for 30 days from the date of issue.

The quoted price is fixed for the scope surveyed. It changes only where the scope changes, additional items, a different address, restricted access that was not disclosed, or services added after the quote.

2. Booking and payment

A written quotation locks in your fixed rate. Standard booking terms require a 70% advance payment of the total invoice amount at the loading point to secure vehicle and crew allocation. The remaining 30% balance is payable upon delivery at the destination.

No payment is taken before a survey has been carried out and a written quotation issued.

• Payment is accepted by card, Apple Pay, Google Pay, bank transfer, Tabby and Tamara.
• Instalment plans are provided by Tabby or Tamara under their own terms.
• Cancellation more than 48 hours before the move: advance deposit refunded in full.
• Cancellation within 48 hours: the advance deposit may be retained to cover allocated crew and vehicle dispatch costs.

3. Our responsibilities

• To attend on the agreed date and within the agreed time window.
• To supply trained crew, suitable vehicles and packing materials as quoted.
• To handle your belongings with reasonable care and skill.
• To dismantle and reassemble the furniture identified at survey.
• To protect access routes at both addresses.

4. Your responsibilities

• To provide accurate information about what is being moved and the access at both addresses.
• To obtain, or authorise us to obtain, any building permits or NOCs required.
• To declare high-value items, artwork, antiques, jewellery, musical instruments, before the move.
• To remove personal documents, cash, medication and valuables and carry them yourself.
• To ensure appliances such as fridges and freezers are emptied, defrosted and dry.

5. Items we do not transport

For safety and legal reasons we cannot move certain goods. If any of these are found in packed items they will be removed and left with you.

• Flammable, explosive or corrosive materials, including gas cylinders and paint.
• Illegal substances or goods.
• Cash, jewellery, securities and personal identity documents.
• Live animals and plants where prohibited by the destination.
• Perishable food that may spoil or contaminate other goods in transit.

6. Insurance and liability

Goods are covered in transit. The cover level applying to your move is stated in writing on your quotation before you book.

Items packed by you rather than by our crew are covered on different terms, because the contents and packing method of a sealed box cannot be verified by us. This distinction is stated on your quotation.

Any damage occurring during handling must be formally identified to the crew supervisor before departure.

7. Handover inspection & post-completion limitation of liability

A mandatory joint physical inspection of all transported goods, reassembled furniture, fixtures, appliances, and premises must be carried out by the customer (or the customer’s designated representative) alongside the on-site crew supervisor immediately upon completion of unloading and positioning.

Any damage, scratch, breakage, dent, loss, or discrepancy must be explicitly noted and signed for on the job completion slip / handover receipt in the presence of the supervisor prior to the crew’s departure.

Once the relocation service is completed, the handover receipt signed (or premises accepted), and our crew and vehicles depart the premises, ARZ Movers Cargo Packaging L.L.C is fully and unconditionally discharged from further custody, care, and liability. ARZ Movers Cargo Packaging L.L.C shall not be held liable, accountable, or responsible for any subsequently discovered, claimed, or alleged damages, breakages, malfunctions, or missing items reported after the crew departs. ARZ Movers accepts no liability for any damage occurring post-handover, during unpacking by the customer or third parties, or after departure from the site.

8. Storage

Goods placed into storage are inventoried and photographed on intake, and you receive that inventory.

Storage is charged weekly or monthly in advance. Access requires 24 hours notice; full redelivery requires 48 hours notice.

We reserve the right to withhold release of stored goods where storage charges remain unpaid.

9. Delays

We schedule realistically and aim to arrive within the agreed window. Delays caused by traffic, building access restrictions, weather or circumstances beyond our reasonable control are not grounds for a refund, though we will always work with you to reschedule fairly.

10. Complaints

If something goes wrong, contact us directly and we will deal with it. We are a licensed UAE company with a verifiable trade licence, and complaints are handled by the business rather than passed to a subcontractor.

11. Governing law

These terms are governed by the laws of the United Arab Emirates and the Emirate of Dubai, and any dispute falls under the jurisdiction of the Dubai courts.