Terms and Conditions

1. Introduction and Definitions

These Terms and Conditions (“Terms”) apply to every moving, packing, transport, handling and storage service provided by Network Movers Cargo Loading & Unloading Services L.L.C, trading as Network Movers & Storage, Dubai, UAE (“Network Movers”, “we”, “us”). By accepting a quotation, paying a deposit, signing a work order or allowing our crew to start work, the Customer agrees to these Terms.

1.1 Definitions

• Customer / you: the person or company that requests the Services, and anyone acting on their behalf.
• Services: home moves, office moves, packing and unpacking, dismantling and assembly, loading and unloading, local and inter-emirate transport, storage, and any related service we agree to provide.
• Goods: all furniture, items, boxes and property handed to us for the Services.
• Quotation: our written price offer, by email, WhatsApp, PDF or our website, describing the scope, date and price.
• Move Date: the date and time slot confirmed for the Services.
• Booking Amount: the total quoted price for the Services, excluding VAT, unless stated otherwise.
• Origin / Destination: the address where Goods are collected and the address where they are delivered.
• Storage Period: the period during which Goods are held in our storage facility.

1.2 Order of precedence

If a signed Quotation or work order conflicts with these Terms, the specific terms written in the Quotation or work order apply to that job.

2. Quotations, Pricing and Payment

2.1 Custom quotations

Every job is priced by custom Quotation, based on the volume of Goods, access at Origin and Destination, distance, crew size, vehicles, packing materials and any extra services requested.

2.2 Survey

Quotations are based on a physical or video survey, or on the inventory and photos the Customer provides. If the information given is incomplete or wrong, we may revise the price before or on the Move Date.

2.3 Validity

A Quotation is valid for 14 days from issue unless it states otherwise. A booking is confirmed only after the Customer accepts the Quotation in writing and pays any required deposit.

2.4 Price changes

The quoted price may change if any of the following occur, and we will inform the Customer before the extra work is done where possible:

• More Goods than listed, or Goods larger or heavier than described.
• Extra pick-up or drop-off points, or a change of address.
• No lift, restricted lift access, long carry distance (over 30 metres from vehicle to door), or stairs not disclosed.
• Waiting time caused by the Customer, the building, security or parking restrictions.
• Work outside normal hours, on public holidays, or after the agreed time slot.
• Hoisting, rigging, crane work or dismantling not included in the Quotation.

2.5 What is included

Only the items and services listed in the Quotation are included. Handyman work (wall mounting, curtain fitting, electrical, plumbing, AC removal) is extra unless listed.

2.6 Deposit and balance

We may require a deposit to secure the Move Date. The balance is due on completion of the Services, before the crew leaves the Destination, unless agreed otherwise in writing. Storage charges are payable in advance (see Section 6).

2.7 Payment methods

We accept bank transfer, card payment, payment link and cash. Cheques are accepted only with prior agreement. Bank and card charges are the Customer’s responsibility.

2.8 VAT

All prices exclude 5% UAE VAT unless stated otherwise. VAT will be added to the invoice.

2.9 Late payment

If payment is overdue, we may hold the Goods (including Goods in storage) until full payment is received, and charge storage and handling for the period held. We may also recover reasonable collection costs.

3. Customer Responsibilities and Restricted Items

3.1 Permits and building approvals

The Customer is responsible for obtaining move-in / move-out permits, NOCs, gate passes, lift bookings and parking approvals from the building management, landlord or community. Any fines, delays or extra charges caused by missing approvals are the Customer’s responsibility.

3.2 Access

The Customer must ensure safe and legal access for our vehicles and crew at both Origin and Destination, including available parking close to the entrance.

3.3 Presence on the Move Date

The Customer, or an authorised representative, must be present at the start and end of the Services to show the Goods, check the inventory and sign the completion note.

3.4 Preparation

Before the Move Date the Customer must:

• Empty, defrost and dry refrigerators and freezers at least 24 hours before the move.
• Disconnect and drain washing machines, dishwashers and water dispensers.
• Remove fuel, gas and batteries from equipment, and unplug all electronics.
• Back up all data on computers and electronic devices.
• Separate items not to be moved and mark them clearly.

3.5 Valuables

The Customer must personally keep and carry cash, jewellery, watches, passports, documents, title deeds, keys, medicines, laptops, data storage devices and items of sentimental value. We accept no liability for these items if they are packed or moved by us without a written declaration.

3.6 High-value items

Any single item worth more than AED 10,000 (artwork, antiques, pianos, designer furniture, electronics) must be declared in writing before the Move Date. We may require special packing, crating or insurance at extra cost.

3.7 Restricted items

We will not pack, move or store the following:

• Hazardous or dangerous goods: gas cylinders, fuel, paint, solvents, chemicals, aerosols, fireworks, explosives and flammable liquids.
• Weapons, ammunition, and any item that is illegal under UAE law.
• Narcotics or controlled substances.
• Perishable food, plants and live animals, unless agreed in writing in advance.
• Stolen goods, or Goods the Customer does not have the right to move.
• Any item that may damage other Goods, attract pests or create a health risk.

If restricted items are found, we may refuse to handle them. The Customer is liable for any loss, damage, fines or legal action caused by restricted items handed to us. We may add to this list at any time.

3.8 Ownership

The Customer confirms they own the Goods or are authorised by the owner to arrange the Services, and that there is no dispute, lien or legal claim over them.

4. Vehicles, Crew, Packing and Timing

4.1 Vehicles

We will provide vehicles suitable for the job. We may use a different size or number of vehicles than shown in the Quotation, or use vehicles from approved partners, without changing the agreed price unless the scope has changed.

4.2 Crew

Crew size is planned from the survey. We decide how the work is carried out, including the order of loading, packing method and routing, to complete the job safely.

4.3 Packing by the Customer

Where the Customer packs boxes themselves (“owner-packed”), we are not liable for breakage or damage to the contents, unless the box itself shows clear external damage caused by our handling.

4.4 Packing materials

Materials are charged as quoted. Boxes and materials supplied by us remain chargeable once used. Unused materials are not refundable unless agreed.

4.5 Dismantling and assembly

We dismantle and reassemble standard furniture as listed in the Quotation. We are not responsible for furniture that is self-assembled, particle-board, previously repaired or weakened, or supplied without fittings. Fixings that break during dismantling cannot always be replaced like-for-like.

4.6 Arrival times

Arrival times are estimates. We will make every effort to arrive within the confirmed time slot, but we are not liable for delays caused by traffic, weather, road closures, building security, vehicle breakdown or events outside our control.

4.7 Waiting time

If our crew is kept waiting for more than 30 minutes because of the Customer, the building or permits, waiting time may be charged at our hourly rate.

4.8 Unsafe conditions

Our crew may refuse to move an item if doing so would be unsafe or could damage the property, for example items that do not fit through doors, lifts or stairways. The Customer may choose hoisting or other solutions at extra cost.

4.9 Inspection before the crew leaves (important)

5. Cancellation, Rescheduling and Refunds

5.1 Cancellation charges

Cancellations must be sent in writing (email or WhatsApp to our official number). The time is counted from when we receive the message to the start of the confirmed Move Date slot.

5.2 Materials and third-party costs

Packing materials already delivered, and any third-party costs already paid on the Customer’s behalf (permits, crane hire, special crating), are charged in full in addition to the cancellation charge.

5.3 Rescheduling

The Customer may reschedule free of charge once, if requested more than 48 hours before the Move Date and subject to availability. Further reschedules, or reschedules within 48 hours, may be treated as a cancellation under 5.1.

5.4 Partial cancellation

If the Customer removes part of the job on the Move Date (for example, fewer items or one address cancelled), the minimum charge is the crew and vehicle cost already allocated for the day.

5.5 Exceptional circumstances

In case of severe weather, official road closures, medical emergency or government restrictions, we will offer a free reschedule. The Customer must contact us and may be asked for supporting evidence.

5.6 Cancellation by Network Movers

If we must cancel because of events outside our control, we will offer a new date or a full refund of amounts paid. Our liability is limited to that refund.

5.7 VAT and refunds

VAT charged on a refunded amount is refunded with it. Eligible refunds are processed within 7 to 10 working days to the original payment method. Bank processing times may vary.

6. Storage Terms

6.1 Storage agreement

Goods are accepted into storage against an inventory prepared at collection. The Customer should check and sign the inventory. Items not listed on the signed inventory are not our responsibility.

6.2 Minimum period and billing

The minimum Storage Period is one month. Storage is charged monthly in advance from the date Goods enter our facility. Part months are charged as full months.

6.3 Price review

We may revise storage rates with 30 days’ written notice.

6.4 Access to stored Goods

Access or partial removal requires at least 48 hours’ notice, during working hours, and may carry a handling charge. Only the Customer or a person authorised in writing may collect Goods, on showing valid ID.

6.5 Ending storage

The Customer must give at least 7 days’ written notice before final removal. All storage, handling and delivery charges must be paid in full before Goods are released.

6.6 Unpaid storage

If storage charges remain unpaid for 60 days or more, we will send written notice to the Customer’s last known email, phone and address. If payment is still not received within 30 days of that notice, we may, in line with UAE law, sell or dispose of the Goods and use the proceeds to cover amounts owed and the costs of sale. Any balance will be held for the Customer.

6.7 Storage conditions

Goods are stored in a secure facility. Unless the Customer has paid for climate-controlled storage, we are not liable for damage caused by normal temperature or humidity changes, natural deterioration, mould, rust, or pests where we have taken reasonable care.

6.8 Prohibited in storage

All restricted items in Section 3.7 are prohibited in storage. The Customer is liable for any damage to our facility or other customers’ goods caused by prohibited items.

6.9 Change of contact details

The Customer must inform us promptly of any change of address, phone or email while Goods are in storage.

7. Liability, Insurance and Claims

7.1 Standard liability

We handle all Goods with reasonable care and skill. If Goods are lost or damaged through our proven negligence, our liability is limited to the lower of: (a) the cost of repair, (b) the depreciated value of the item, or (c) AED 500 per item, with a maximum of AED 5,000 per job, unless the Customer has purchased transit insurance.

7.2 Repair first

Where an item can be repaired, we may choose to repair it through our own or an approved repairer instead of paying compensation.

7.3 Transit and storage insurance

We strongly recommend that the Customer insures the Goods. Insurance can be arranged through us at extra cost, based on a declared-value inventory, or through the Customer’s own insurer. Where insurance applies, claims are settled under the insurer’s policy terms, and the insurer’s excess is paid by the Customer.

7.4 Exclusions

We are not liable for:

• Owner-packed items, and items not packed by us, except for visible external damage to the box caused by our handling.
• Valuables and undeclared high-value items (Sections 3.5 and 3.6).
• Mechanical, electrical or electronic faults in appliances, clocks, TVs, computers or equipment, unless there is external damage.
• Minor scratches, rubbing or wear that are normal with handling, especially on items already scratched, repaired or fragile.
• Damage to particle-board, flat-pack or self-assembled furniture during dismantling or assembly.
• Damage to property (floors, walls, doors, lifts) caused by unsafe access or items the Customer insisted we move against our crew’s advice.
• Any damage, loss or missing item reported after our crew has left the premises (Section 4.9).
• Loss or damage from events outside our control, including fire, flood, storm, war, riots, strikes, government action or acts of God.
• Indirect or consequential losses, including loss of business, income, data or use.

7.5 Damage to premises

Damage to the Customer’s premises must be noted on the completion note before the crew leaves. Our liability for premises damage is limited to the reasonable cost of repair.

7.6 Claims procedure

1. Inspect all Goods, appliances and premises before the crew leaves (Section 4.9).
2. Report any damage or missing item to the crew supervisor and write it on the completion note before the crew leaves. Take photos at the time.
3. Send the written claim with photos and the completion note to our official email within 3 days of the move (or of release from storage).
4. Keep the damaged item and its packing for inspection. Do not repair or dispose of it before we inspect.
5. We will respond to the claim within 14 working days.

7.7 No deductions

The Customer may not deduct claim amounts from the payment due for the Services. Payment must be made in full; valid claims are settled separately.

7.8 Indemnity

The Customer agrees to compensate Network Movers for any claims, fines, costs or damages arising from incorrect information given by the Customer, restricted items, missing permits, or the Customer’s breach of these Terms.

8. General Terms

8.1 Subcontracting

We may use approved subcontractors, partner vehicles or manpower for any part of the Services. We remain responsible to the Customer under these Terms.

8.2 Conduct and safety

Our crew will not handle Goods in conditions that are unsafe, hostile or abusive. We may suspend Services if our staff are threatened or mistreated, and the Customer remains liable for charges.

8.3 Photos and records

We may take photos or videos of Goods, packing and premises before, during and after the Services, for quality control and claims handling only.

8.4 Data protection and privacy

We collect the Customer’s name, contact details, addresses and inventory only to provide the Services, issue invoices and handle claims. We follow the UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021). We share data only with our staff, subcontractors, insurers and authorities where needed to perform the Services or required by law. The Customer may ask to view, correct or delete their data by emailing us.

8.5 Vehicle tracking

Our vehicles may be tracked by GPS for safety, routing and service updates. Location information may be shared with the Customer to show the status of their move.

8.6 Marketing

We will send marketing messages only with the Customer’s consent. The Customer may opt out at any time.

8.7 Force majeure

We are not liable for any failure or delay caused by events beyond our reasonable control, including natural events, pandemics, government orders, strikes, accidents or utility failures.

8.8 Changes to these Terms

We may update these Terms at any time by publishing the new version on this page. The version in force on the date the Quotation is accepted applies to that job.

8.9 Severability

If any part of these Terms is found invalid, the rest remains in full effect.

8.10 Governing law and disputes

These Terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. The parties will first try to settle any dispute amicably within 30 days. If not settled, the dispute will be referred to the competent courts of Dubai.

8.11 Language

These Terms may be provided in English and Arabic. In case of conflict, the Arabic version prevails where required by UAE law.

9. Contact Us

By booking our Services, the Customer confirms they have read, understood and agreed to these Terms and Conditions.