Damage & Liability Policy

1Overview

Every Moverly booking includes Booking Protection — a commitment that all mover companies on our platform handle your belongings with care and are held accountable if they do not.

What this means in practice: if your belongings are damaged by the mover team during the course of a Moverly booking, we will investigate, engage with the mover on your behalf, and work toward a fair resolution. We are on your side — but we are a marketplace, not an insurer, and our ability to compel compensation from an independent mover company is governed by our Partner Agreement with them, not by an insurance policy.

For items of significant financial or sentimental value, we strongly recommend arranging separate specialist goods-in-transit insurance before your move. Moverly's Booking Protection is not a substitute for this.

2What Booking Protection covers

Booking Protection applies to items that meet all of the following conditions:

• The item was listed in your submitted item list at the time of booking.
• The item was in good condition prior to the move — or any pre-existing condition was documented in your uploaded photos or videos.
• The damage occurred during the course of the move — from when the mover team began packing at your collection address to when they completed delivery at your new address.
• The damage was caused by the mover team's handling — not by factors outside their control such as road conditions, building access issues, or pre-existing structural weakness in the item.
• The damage was reported to Moverly within 24 hours of the move completing.
• Missing items are reported within 48 hours of the move completing.

3What is not covered

The following are explicitly outside the scope of Booking Protection:

• Items not on your item list. If an item was not included in your submitted booking item list, it is not covered. This is why we ask you to list everything — even items you think are minor.
• Pre-existing damage. Items that were already damaged before the move began are not covered. If an item has pre-existing marks, chips, or damage, photograph it before the move to document its condition — this protects both you and the mover.
• Cash, jewellery, and documents. These should never be handed to the mover team for packing. Keep them with you personally. They are not covered under any circumstances.
• Items of extreme or irreplaceable value. Artwork, antiques, heirlooms, collectibles, and items valued above AED 5,000 individually should be moved separately using specialist handlers with appropriate insurance.
• Electronics with pre-existing faults. If a TV, appliance, or electronic device had an existing fault before the move, we cannot determine if new damage was caused by the mover or existed previously without prior documentation.
• Items packed by the customer. If you packed any boxes yourself before the mover team arrived, the contents of those boxes are your responsibility. The mover team is responsible only for items they packed themselves.
• Normal wear and tear. Minor scuffs on packaging or protective wrapping that do not affect the item inside are not considered damage.
• Items requiring specialist handling. Pianos, safes, gym equipment, and similar items flagged during booking require specialist equipment or handling. If the mover team attempted to move such items without appropriate equipment and damage occurred, liability assessment will take into account whether the item was disclosed at booking and whether appropriate arrangements were made.
• Damage reported after the reporting window. Damage reported more than 24 hours after the move, and missing items reported more than 48 hours after the move, will not be considered.

4Your role in protecting your belongings

The best protection for your belongings is good preparation before the move. Here is what we recommend:

• List everything. Include every item on your booking list, even things that seem obvious. If it is not listed, it is not covered.
• Upload photos and video. Before the mover team arrives, photograph or video your rooms and individual items — especially anything fragile, valuable, or with existing marks. This record is your protection if anything is disputed later. Upload these to your Moverly booking.
• Be present throughout. Stay at both the collection and delivery address during the move. Point out fragile items, direct where things should go, and check items as they are unloaded.
• Check before the team leaves. Once the mover team has finished, do a walkthrough of your new home before they leave. If you notice anything damaged or missing, raise it immediately — before the team departs.
• Keep valuables with you. Cash, jewellery, important documents, and items of high sentimental value should travel with you, not in the moving truck.

5How to report damage or missing items

Reporting windows:

• Damaged items must be reported within 24 hours of the move completing.
• Missing items must be reported within 48 hours of the move completing.

Reports made outside these windows will not be considered. We set these windows to ensure claims are assessed while the evidence is fresh and before items can be moved, altered, or confused with events after the move.

How to submit a report:

1. Log in to your Moverly account and go to your booking. Select Report an issue.
2. Describe what happened — what item was affected, what the damage is, and at what point during the move you believe it occurred.
3. Upload clear photographs of the damaged item. Include close-up shots of the damage and, if you have them, photos of the item before the move showing its prior condition.
4. For missing items, describe the item as precisely as possible — brand, colour, size, approximate value.
5. Submit the report. You will receive a confirmation and a case reference number via WhatsApp and email.

If you cannot access your account, email support@moverly.ae with your booking reference number, a description of the issue, and photographic evidence attached.

6How we investigate

Once a report is submitted, Moverly will:

• Acknowledge your report within one working day and assign it a case reference number.
• Review the evidence you have submitted — photos, videos, item list, and move documentation.
• Contact the mover company with the details of the claim and request their account of events.
• Review any photos or records held by the mover team from the day of the move.
• Where necessary, request additional information from either party.
• Aim to reach an initial finding within 5 working days of the report being submitted.

Both parties will be kept informed throughout the investigation. We aim to be fair to the customer and the mover. Our investigation is not a legal proceeding — it is a good-faith effort to establish what happened and reach a reasonable resolution.

7Possible outcomes

Following our investigation, the possible outcomes are:

• Mover accepts responsibility: The mover company acknowledges the damage and agrees to a resolution. This may take the form of repair, replacement contribution, or a partial refund of the booking fee, negotiated between Moverly, the customer, and the mover.
• Mover disputes the claim: Where the mover disputes the claim and evidence is inconclusive, Moverly will review all available evidence and make a final determination. If the claim cannot be substantiated, it may be closed.
• Claim found not covered: If the item was not on the item list, was packed by the customer, or the damage was pre-existing, the claim will be closed as not covered under Booking Protection.
• Escalation: If you are not satisfied with Moverly's determination, you may escalate the matter through our Dispute Resolution Policy or seek independent legal recourse under UAE law.

Moverly's determination is made in good faith based on available evidence. It is not legally binding on either party. Either party retains the right to pursue independent legal recourse if they believe the outcome is unfair.

8Property damage — walls, floors, lifts

Occasionally a move may result in minor damage to the property itself — a scuff on a wall, a mark on a floor, or a scratch inside a lift. This is distinct from damage to your belongings and is handled differently.

• The mover team is expected to take reasonable care of both the move-out and move-in property during the course of the move.
• If significant property damage occurs — beyond minor unavoidable scuffs during a large move — it should be reported to Moverly within 24 hours with photographic evidence.
• Moverly will engage with the mover company on your behalf. However, property damage claims — particularly where building common areas are involved — may require you to engage with the building management directly.
• Moverly's Booking Protection does not cover the cost of repainting, reflooring, or structural repairs. These are matters between the mover company and the property owner or management.

We recommend photographing the walls, floors, and lift interior at both addresses before the move begins. This protects you from being blamed for pre-existing damage by building management after the move.

9High-value and specialist items

Moverly's standard Booking Protection is designed for typical household and office moves. Certain items require specialist handling and carry a higher risk during any move:

• Artwork, sculptures, and framed prints
• Antiques and collectibles
• Musical instruments — particularly pianos
• High-value electronics (above AED 5,000 per item)
• Luxury furniture or bespoke items
• Safes and vaults

If you have declared specialist items at booking and Moverly has confirmed a mover capable of handling them, our standard Booking Protection applies. If specialist items were not declared at booking, claims related to those items may not be considered.

10Moverly's liability limits

To the maximum extent permitted by UAE law:

• Moverly's total liability in connection with any single booking — whether for damaged items, missing items, or any other claim — shall not exceed the total amount paid by the customer for that booking.
• Moverly is not liable for indirect, consequential, or special losses — including loss of earnings, cost of temporary accommodation, or emotional distress.
• Moverly is not liable for damage caused by factors outside the mover team's reasonable control — including road conditions, building access issues, or pre-existing structural weakness in an item.
• Moverly is a marketplace platform. The primary liability for physical damage caused during a move rests with the mover company that carried out the work, not with Moverly.

These limits do not affect any statutory rights you may have under UAE consumer protection law.

11Mover accountability

All mover companies on the Moverly platform sign a Partner Agreement that includes specific obligations regarding the care of customer belongings. These obligations include:

• Using appropriate protective materials — padding, wrapping, and strapping — for all furniture and fragile items.
• Ensuring their team handles all items with professional care throughout the move.
• Cooperating fully with Moverly's investigation process in the event of a damage or missing item claim.
• Maintaining the confidentiality of customer information, including photos and videos shared for move preparation.

Mover companies that receive repeated valid damage claims, fail to cooperate with investigations, or breach the Partner Agreement are subject to suspension or removal from the Moverly platform.

12Contact us

To report damage or missing items, or for any questions about this policy:

• Through your account: Log in at moverly.ae (opens in a new tab) → My Bookings → Report an issue
• Email: support@moverly.ae
• Include: Your booking reference number, description of the issue, and photographic evidence
• Damage reporting window: Within 24 hours of move completion
• Missing items reporting window: Within 48 hours of move completion
• Entity: Tinkerbase Technology, Dubai, UAE