Cancellation & Refund Policy

1Quick reference summary

2Cancellation by the customer

More than 24 hours before your move:

Within 24 hours of your move:

If you cancel within 24 hours of your scheduled move time, a cancellation fee of 20% of the total booking value will be retained by Moverly. The remaining 80% will be refunded to your original payment method within 7 working days.

This fee exists because the mover company will have committed their team and vehicle to your job. Cancelling at short notice prevents them from taking another booking in that slot.

On move day or no-show:

3Date and time changes

We understand that move dates sometimes need to change. Here is how we handle it:

• 48 or more hours before your move: You may change your move date at no charge, subject to mover availability on your new preferred date. Contact us at support@moverly.ae with your booking reference number.
• Less than 48 hours before your move: A date change is treated the same as a cancellation within 24 hours. A 20% fee applies, and we will rebook you on a new date at the remaining value, or refund 80% if you prefer not to rebook.
• Time changes on the same day: Small time adjustments on move day may be possible if the mover agrees, but are not guaranteed. Contact your mover directly through the Moverly platform for same-day timing queries.

All date change requests must be submitted through the Moverly platform or by emailing support@moverly.ae with your booking reference. Verbal requests or messages sent directly to the mover team are not valid.

4Customer-caused cancellations on move day

Some situations on move day may prevent the move from proceeding through no fault of the mover. These are treated as customer-caused cancellations and are non-refundable. They include:

• Missing move permit (NOC): Access denied at either address due to missing Move Out or Move In permission from the building.
• No parking available: No suitable parking space available near the building entrance within a reasonable distance.
• Lift unavailable: Service lift out of service, under maintenance, or not reserved, making it impossible to move large items.
• Pet safety issue: A pet poses a safety risk to the mover team and the situation cannot be resolved within 30 minutes of arrival.
• Items significantly more than listed: The actual volume of items is substantially greater than the submitted item list. If the customer declines the mover's revised quote, the booking is cancelled with no refund.
• No authorised person present: Neither the customer nor an authorised adult representative is present at the collection address.
• Prohibited items discovered: Items that Moverly does not move are found at the collection address and the customer is unable or unwilling to remove them before the move proceeds.

5Cancellation by the mover

In the rare event that your assigned mover company cancels your booking — for any reason — Moverly will take full responsibility for resolving the situation.

Moverly will contact you as soon as we become aware of the cancellation and will not leave you without a clear resolution. We aim to notify you at least 24 hours in advance wherever possible, though this is not always within our control.

Repeated cancellations by a mover company will result in the removal of that company from the Moverly platform.

6Cancellation due to exceptional circumstances

Certain events beyond anyone's control may make it impossible or unsafe to carry out a move. These include severe flash flooding, extreme weather warnings issued by UAE authorities, declared public health emergencies, or any government directive restricting movement or commercial operations in Dubai.

In these cases:

• No cancellation fee will be applied to either party.
• Customers will be offered a full refund or a free rebooking on a future date.
• Moverly will follow all applicable UAE government guidelines in effect at the time.
• We will contact affected customers as promptly as possible with their options.

Exceptional circumstances are determined based on official UAE government and Dubai authority communications. Ordinary conditions such as light rain, regular traffic delays, or personal inconvenience do not qualify.

7Refund process

Where a refund is due, it will be processed as follows:

• Refunds are returned to the original payment method only. If you paid by Visa or Mastercard through Stripe, the refund will be returned to that same card.
• Refunds are processed within 7 working days of the cancellation being confirmed by Moverly.
• Once Moverly initiates the refund, the time for it to appear in your account depends on your bank or card issuer — this is typically 3 to 5 additional business days.
• Refunds are issued in UAE Dirhams (AED) only.
• Refunds are not issued in cash under any circumstances.
• Partial refunds (such as the 80% refund for within-24-hour cancellations) will be calculated on the total booking value including any add-on services that were selected.

8Non-refundable situations — summary

For clarity, the following situations result in no refund under any circumstances:

• Cancellation on move day by the customer.
• No-show — customer not present at collection address.
• Move prevented by missing NOC, no parking, lift unavailable, or other access issue at the customer's end.
• Move prevented by a pet safety issue that cannot be resolved.
• Customer declines revised quote after items found to be significantly more than listed.
• Prohibited items discovered and customer unwilling to resolve before the move proceeds.
• Any arrangement made directly with the mover outside of the Moverly platform — Moverly's refund policy does not cover direct bookings.

9How to cancel or reschedule

Once your booking is confirmed and paid, you can log in to your Moverly account at any time to view your booking status, cancel, or request a reschedule.

Through your account (recommended):

1. Log in to your Moverly account at moverly.ae (opens in a new tab).
2. Go to My Bookings and select your active booking.
3. Choose Cancel booking or Reschedule.
4. The system will show you the applicable fee or refund based on the timing of your request.
5. Confirm your request. You will receive a WhatsApp and email confirmation immediately.
6. If a refund is due, it will be processed within 7 working days.

By email (if you cannot access your account):

Email support@moverly.ae with your booking reference number (MVR-XXXXXXXX-XXXX) and your name. Our team will confirm the cancellation within one working day.

10Contact us

For any cancellation or refund queries:

• Email: support@moverly.ae
• Include: Your booking reference number (MVR-XXXXXXXX-XXXX) and your name
• Response time: Within one working day
• Entity: Tinkerbase Technology, Dubai, UAE