Privacy Policy

RAK Movers ("we", "us", "our" or "the Company") is a moving and packing company registered in the United Arab Emirates, with our office located at Cluster W, Jumeirah Lakes Towers (JLT), Dubai, UAE. We can be reached by telephone at +971 567263785 or by email at info@rakmoversuae.com.

This Privacy Policy explains how we collect, use, disclose, retain and protect the personal data of our customers, prospective customers and website visitors, in compliance with the UAE Federal Decree-Law No. 45 of 2017 on the Protection of Individuals' Personal Data (the "PDPL") and its implementing regulations.

By using our website, requesting a quote, or engaging our moving services, you consent to the practices described in this Privacy Policy.

We collect the following categories of personal data:

• Contact information: full name, phone number, email address and postal address, provided when you request a quote or book a service.
• Move details: origin and destination addresses (including emirate and community), preferred move dates, type of service requested (residential, commercial, packing, storage, furniture installation), and a description of the items to be moved.
• Payment information: billing details required to issue invoices and process payments. Card details are never stored by us and are processed directly by our PCI-compliant payment partners.
• Identification documents: where required for building access, customs or storage purposes (for example, a copy of your Emirates ID or passport), collected only with your explicit consent.
• Communications: records of your calls, emails, WhatsApp messages and form submissions, so we can respond to enquiries and provide support.
• Website usage data: IP address, browser type, device information and pages visited, collected through cookies and similar technologies (see Section 7 below).

We process your personal data on the following legal bases, as permitted under the PDPL:

• Consent: where you have given clear and specific consent, for example when you submit a quote request or provide identification documents.
• Contract: where processing is necessary to perform a contract for moving services that you have entered into with us, or to take steps at your request before entering into that contract.
• Legal obligation: where we are required to process your data to comply with UAE law, regulatory requirements, or to maintain records for tax and invoicing purposes.
• Legitimate interests: where processing is necessary for our legitimate business operations, such as improving service quality, ensuring the security of our crew and your belongings, and defending against claims — provided your rights and freedoms do not override those interests.

We use your personal data for the following purposes:

• To provide quotes, schedule moves and deliver our moving, packing, storage and furniture installation services.
• To communicate with you about your booking, including confirmation, reminders and updates on the day of the move.
• To issue invoices, process payments and maintain accurate financial records as required by UAE tax law.
• To coordinate access with building management, landlords and third parties (with your consent) where required to carry out the move.
• To respond to your enquiries, feedback, complaints and support requests.
• To maintain health and safety records, including incident reports, in line with UAE labour and safety regulations.
• To improve our services, website and customer experience, and for internal training and quality assurance.
• To comply with our legal, regulatory and insurance obligations, and to respond to lawful requests from UAE authorities.

We do not sell your personal data. We may share it with the following categories of recipients, strictly on a need-to-know basis and under appropriate confidentiality or data-processing agreements:

• Our moving crews, drivers and sub-contractors involved in your relocation.
• Storage facility operators and warehouse partners where storage services are requested.
• Payment and invoicing service providers (PCI-compliant).
• Building management, landlords or property owners — only with your consent and only the access details necessary to carry out the move.
• Insurance providers in connection with goods-in-transit or storage insurance claims.
• IT and cloud service providers that host our website, CRM and communications tools, located where reasonably practicable within the UAE or in jurisdictions with adequate data protection.
• UAE government and regulatory authorities, where we are legally required to disclose information.

Cross-border transfers of personal data outside the UAE, where necessary, are carried out in accordance with the PDPL and only to jurisdictions that provide an adequate level of data protection or under appropriate safeguards.

We retain your personal data only for as long as necessary to fulfil the purposes described in this policy, to comply with our legal and regulatory obligations, and to establish, exercise or defend legal claims. Specifically:

• Customer booking and move records are retained for a minimum of 5 years to comply with UAE tax and record-keeping requirements.
• Quote requests that do not result in a booking are retained for up to 12 months for follow-up and analytics, then deleted.
• Identification documents collected for a specific move are deleted once the move is complete and any legal retention period expires, unless you request earlier deletion.
• Website usage data is retained in aggregated form for up to 24 months.

When personal data is no longer required, we securely delete or anonymise it.

Our website uses cookies and similar technologies to operate the site, understand how it is used, and improve your experience. Categories of cookies we use include:

• Essential cookies: required for the website to function correctly (for example, remembering your cookie preferences).
• Analytics cookies: help us understand which pages are popular and how visitors find the site, so we can improve it.
• Functional cookies: remember your preferences, such as the emirate you selected, for a smoother experience.

You can control or disable cookies through your browser settings. Disabling essential cookies may affect the functionality of the website.

We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, loss, alteration or disclosure. These measures include:

• Restricted access to personal data on a need-to-know basis, with role-based permissions.
• Encryption of data in transit (HTTPS/TLS) across our website and communication tools.
• Secure storage of physical records and access-controlled digital systems.
• Regular staff training on data protection and the PDPL.
• Incident response procedures to investigate and, where required, report personal data breaches to the UAE Data Office and affected individuals.

While we strive to protect your personal data, no method of transmission or storage is completely secure. We cannot guarantee absolute security.

As a data subject under the PDPL, you have the following rights in relation to your personal data:

• Right of access: to be informed whether we process your personal data and to receive a copy of it.
• Right to rectification: to request correction of inaccurate or incomplete personal data.
• Right to erasure: to request deletion of your personal data, subject to legal retention obligations.
• Right to restrict or object to processing: in certain circumstances, for example for direct marketing.
• Right to data portability: to receive your personal data in a structured, commonly used format.
• Right to withdraw consent: at any time, where processing is based on your consent, without affecting the lawfulness of processing carried out before withdrawal.
• Right to lodge a complaint: with the competent UAE data protection authority if you believe your rights have been infringed.

To exercise any of these rights, please contact us at info@rakmoversuae.com. We will respond to verified requests within 30 days, in line with the PDPL.

Our services are intended for individuals aged 18 and above. We do not knowingly collect personal data from children. If you believe a child has provided us with personal data, please contact us and we will take steps to delete it.

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or operational needs. The "Last updated" date at the top of this page indicates when the policy was last revised. We encourage you to review this page periodically. Material changes will be highlighted on our website.

If you have any questions, requests or complaints regarding this Privacy Policy or your personal data, please contact our Data Protection team:

• RAK Movers, Cluster W, JLT, Dubai, UAE
• Telephone: +971 567263785
• Email: info@rakmoversuae.com
• Working hours: 09:00am — 11:00pm, 7 days a week