Terms of Service

These Terms of Service ("Terms") govern your use of the moving, packing, storage and furniture installation services (collectively, the "Services") provided by RAK Movers ("we", "us", "our" or the "Company"), a moving company registered in the United Arab Emirates with its office at Cluster W, Jumeirah Lakes Towers (JLT), Dubai, UAE.

By requesting a quote, booking a move, or otherwise engaging our Services, you ("you", "the Customer") confirm that you have read, understood and agreed to be bound by these Terms. If you do not agree to these Terms, please do not use our Services.

These Terms are governed by the laws of the United Arab Emirates, including Federal Law No. 15 of 2020 on Consumer Protection, Federal Law No. 5 of 1985 on the Civil Transactions Law and the applicable laws of the Emirate of Dubai.

• "Company" means RAK Movers, the provider of the Services.
• "Customer" means the individual or entity who requests or receives the Services.
• "Services" means the moving, packing, loading, unloading, storage and furniture installation services we provide.
• "Quotation" means the written estimate of charges provided by the Company to the Customer for the requested Services.
• "Goods" means the personal property, furniture, equipment or other items to be moved, packed or stored by the Company on behalf of the Customer.
• "Premises" means the origin and destination addresses for a move, or the storage facility used by the Company.

The Company provides the following Services across all seven emirates of the UAE (Dubai, Abu Dhabi, Sharjah, Ras Al Khaimah, Al Ain, Ajman, Fujairah and Umm al Quwain):

• Residential moving (apartments and villas);
• Commercial and office relocation;
• Packing and unpacking using protective materials;
• Furniture disassembly, installation and reinstallation;
• Container loading and unloading;
• Short-term and long-term storage in climate-controlled, secured warehouses.

The specific Services to be provided in each case are set out in the Quotation and any booking confirmation. Any Services not expressly included in the Quotation are subject to additional charges.

• Quotations are provided free of charge and are valid for 30 days from the date of issue, unless stated otherwise.
• Quotations are estimates based on the information provided by the Customer. A final, binding price may be confirmed after an on-site or virtual survey of the Goods and Premises.
• Residential moves may be priced on an hourly basis or as a flat rate, as stated in the Quotation.
• Prices are quoted in UAE Dirhams (AED) and are exclusive of Value Added Tax (VAT), which will be added at the prevailing rate in accordance with UAE tax law.
• The Company reserves the right to revise a Quotation if: (a) the volume of Goods differs materially from the survey; (b) access conditions at the Premises are difficult or unsafe; (c) additional Services are requested on the day of the move; or (d) the move date is changed with less than 48 hours' notice.
• In line with the UAE Consumer Protection Law, all prices are clearly disclosed. No hidden charges are applied.

• A booking is confirmed only once the Customer accepts the Quotation in writing (including by WhatsApp, email or SMS) and, where required, pays a booking deposit.
• The Customer must provide accurate origin and destination addresses, contact numbers and access details (parking, lifts, building permits) at the time of booking.
• The Customer may reschedule a booking free of charge if notice is given at least 48 hours before the scheduled move time.
• Cancellations made with less than 48 hours' notice may be subject to a cancellation fee of up to 25% of the Quotation value to cover allocated crew and vehicle costs.
• "No-shows" on the day of the move may be charged the full Quotation value.
• The Company reserves the right to reschedule a move in the event of circumstances beyond its reasonable control (see Section 11, Force Majeure), in which case no cancellation fee applies.

To enable the Company to perform the Services safely and efficiently, the Customer agrees to:

• Provide true and complete information about the Goods, Premises and access conditions.
• Ensure that the Premises are accessible on the agreed date and time, including obtaining any required building or community move permits, lift bookings and parking permissions.
• Remove or secure valuables, cash, jewellery, important documents, perishable goods, plants, pets and hazardous materials before the move. The Company will not transport these items.
• Disconnect and prepare electrical and electronic appliances (for example, defrosting refrigerators) prior to the move, unless disconnection Services have been agreed in the Quotation.
• Be present (or have an authorised representative present) at both the origin and destination Premises during the move to confirm the condition of Goods and sign the job completion form.
• Provide a safe working environment for our crew, in line with UAE occupational health and safety requirements.

The Company agrees to:

• Provide the Services with reasonable care, skill and diligence, using trained crews and suitable vehicles.
• Use quality packing materials to protect Goods during transit, handling and storage.
• Arrive at the origin Premises at the agreed time, or promptly notify the Customer of any delay.
• Comply with all applicable UAE laws and regulations, including traffic, labour and consumer protection laws.
• Maintain insurance covering goods-in-transit and storage, as set out in Section 9.
• Respect the Customer's Premises and leave both origin and destination Premises in a tidy condition on completion of the move.

For safety, legal and insurance reasons, the Company does not transport the following items:

• Cash, jewellery, precious metals, coins and stamp collections;
• Important documents such as passports, title deeds and share certificates;
• Firearms, ammunition, explosives and weapons of any kind;
• Flammable, radioactive, corrosive or otherwise hazardous materials, including paint, solvents, gas cylinders and fuel;
• Perishable food, plants, live animals and pets;
• Items prohibited under UAE law.

If any such items are found among the Goods at the time of the move, the Company may refuse to transport them without liability.

• The Company maintains goods-in-transit and storage insurance. The standard cover is limited to the value declared by the Customer at the time of booking. Customers are strongly encouraged to declare the value of Goods accurately.
• For high-value items (artwork, antiques, pianos, electronics above AED 10,000), the Customer should notify the Company in advance so that additional cover or specialist handling can be arranged.
• The Company's liability for loss or damage to Goods is limited to the lower of: (a) the declared value of the affected item; or (b) AED 500 per item, unless additional insurance has been purchased.
• The Company is not liable for damage to Goods that were not packed by the Company, unless such damage results from the Company's negligence during transit.
• The Company is not liable for pre-existing damage, wear and tear, or damage to items the Customer asked to be moved without protective packing.
• The Customer must report any loss or damage in writing within 48 hours of completion of the move. Claims reported after this period may be declined.

• Unless otherwise agreed in writing, payment is due on completion of the Services and prior to unloading at the destination Premises.
• Acceptable payment methods include cash, bank transfer, debit/credit card and approved digital wallets. Cheques are accepted only with prior agreement.
• A valid tax invoice (Tax Invoice) compliant with UAE VAT law will be issued for every transaction.
• For commercial and corporate clients, credit terms may be agreed in writing. Overdue invoices may attract late payment charges of 2% per month, subject to UAE law.
• The Company reserves the right to withhold delivery of Goods or access to stored items until full payment has been received.

Neither party shall be liable for any failure or delay in performing its obligations under these Terms where such failure or delay is caused by circumstances beyond its reasonable control, including but not limited to: acts of God, severe weather, floods, sandstorms, earthquakes, fire, pandemic or epidemic, government action, war, terrorism, civil unrest, labour disputes, or shortages of transport or fuel.

The affected party shall notify the other party as soon as reasonably practicable and use reasonable efforts to resume performance once the force majeure event ends.

In accordance with Federal Law No. 15 of 2020 on Consumer Protection and its implementing regulations, the Customer has the right to:

• Receive clear and accurate information about the Services and pricing before booking;
• Receive Services of acceptable quality, fit for purpose and as described in the Quotation;
• Be free from unfair contract terms and misleading or deceptive practices;
• Lodge a complaint with the Company and, if not resolved, with the Consumer Protection Department of the UAE Ministry of Economy or the relevant emirate-level consumer protection authority.

Nothing in these Terms excludes or limits any statutory consumer rights that cannot be excluded or limited under UAE law.

• The Company is committed to resolving complaints promptly and fairly. Please contact us at info@rakmoversuae.com or +971 567263785 with any concern.
• We will acknowledge complaints within 2 working days and aim to resolve them within 14 working days.
• Any dispute arising out of or in connection with these Terms shall first be referred to amicable settlement between the parties.
• If the dispute cannot be resolved amicably within 30 days, it shall be referred to the competent courts of Dubai, United Arab Emirates, unless otherwise required by UAE law.
• Without prejudice to other rights, consumers may also escalate complaints to the UAE Ministry of Economy Consumer Protection Department or the relevant emirate's consumer protection authority.

The Company may update these Terms from time to time. The "Last updated" date at the top of this page indicates when the Terms were last revised. The version in force at the time of booking applies to each engagement of Services. We encourage you to review this page periodically.

If you have any questions about these Terms, please contact us:

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