Things occasionally go wrong. When they do, this policy explains how disputes are raised, how we investigate them, and how we reach a resolution. We aim to be fair to all parties — customers, movers, and agents alike.
Overview
Moverly operates a structured dispute resolution process for all complaints, disagreements, and claims arising from bookings made through the platform. Our goal is to resolve disputes quickly, fairly, and without requiring either party to immediately resort to legal action.
Most disputes are resolved at Step 1 — a direct conversation with the Moverly support team. We encourage all parties to start there before escalating.
Moverly's dispute resolution process applies to disputes between:
- A customer and Moverly (e.g. refund disagreement, policy interpretation)
- A customer and a mover company (e.g. damage, missing items, conduct)
- A mover company and Moverly (e.g. payment, deductions, suspension)
- An agent partner and Moverly (e.g. commission, referral attribution)
Moverly does not arbitrate disputes between customers and movers that arise from arrangements made entirely outside the Moverly platform — those are outside our jurisdiction.
What counts as a dispute
A dispute is a formal disagreement where one party believes they have been treated unfairly or where an outcome does not match what was agreed. Common disputes on the Moverly platform include:
- Damage or missing items — a customer believes items were damaged or lost during a Moverly move.
- Refund disagreements — a customer disagrees with the refund amount or timeline following a cancellation.
- Extra charge disputes — a mover requests additional payment on move day for items or scope not agreed at booking.
- Scope disputes — a disagreement about whether the customer's items matched what was listed at booking.
- Conduct complaints — a customer complains about the professional conduct of a mover team, or a mover complains about a customer's conduct.
- Commission disputes — an agent believes a referral was not correctly attributed or commission was incorrectly calculated.
- Mover payment disputes — a mover disagrees with a payment amount, deduction, or penalty applied by Moverly.
A general complaint or expression of dissatisfaction is not a formal dispute. If you are unhappy with something, contact us at support@moverly.ae and we will try to resolve it informally first. A formal dispute is raised when an informal resolution has not been reached.
Who this policy applies to
This Dispute Resolution Policy applies to:
- All customers who have made a booking through the Moverly platform.
- All mover companies operating under a signed Mover Partner Agreement with Moverly.
- All agents operating under a signed Agent Partner Agreement with Moverly.
By using the Moverly platform or signing a Partner Agreement, all parties agree to follow this process before pursuing independent legal action in the UAE courts.
Step 1 — raise it with Moverly first
Contact Moverly support
Log in to your Moverly account and use the Report an issue option on your booking. Alternatively, email support@moverly.ae with your booking reference number and a clear description of the issue.
Do this first — before contacting the mover directly or escalating elsewhere.
Include your evidence
Attach any relevant evidence — photographs, videos, screenshots of communication, your item list, and any other documentation that supports your position.
The stronger your evidence, the faster we can reach a resolution.
Moverly acknowledges within 1 working day
We will confirm receipt of your issue and assign it a case reference number within one working day. You will receive this confirmation via email and WhatsApp.
Keep your case reference number — you will need it for all follow-up communication.
Informal resolution attempt
For straightforward issues, our support team will attempt to resolve the matter directly — by speaking to both parties, reviewing the booking record, and proposing a resolution — within 3 working days of acknowledgement.
Many disputes are resolved here without needing a formal investigation.
If the issue is resolved at this step — both parties agree and any refund or payment is processed — the dispute is closed. No further steps are needed.
Step 2 — formal investigation
If the issue cannot be resolved informally within 3 working days, it is escalated to a formal investigation. This means:
- The case is assigned to a Moverly resolution officer — a dedicated member of our team separate from standard customer support.
- Both parties are formally notified that a dispute is under investigation and are given the opportunity to submit their full account of events and evidence.
- The resolution officer reviews all booking documentation — the item list, uploaded photos and videos, move completion records, payment records, and any communication logs within the platform.
- The resolution officer may request additional information or clarification from either or both parties.
- Neither party should contact the other directly during the investigation — all communication should go through Moverly.
The formal investigation aims to reach a finding within 5 working days of being escalated from Step 1. For complex cases — where additional evidence is needed or specialist assessment is required — this may be extended to 10 working days. Both parties will be notified if an extension is needed.
Failure to respond to Moverly's requests for information within the timeframe specified may result in the dispute being determined on the basis of available evidence alone, which may not reflect your position accurately.
Step 3 — Moverly's determination
Following the investigation, Moverly's resolution officer will issue a written determination to both parties. The determination will:
- State the facts as established by the investigation.
- Identify which party's position is supported by the available evidence.
- Specify any remedy — such as a refund amount, commission adjustment, deduction from mover payment, or formal warning — and the timeline for it to be implemented.
Possible remedies include:
- Full or partial refund to the customer — processed within 7 working days of the determination.
- Repair or replacement contribution — where a mover accepts responsibility for damage, a financial contribution is negotiated and deducted from their next payment cycle.
- Revised commission payment — where an agent's referral was incorrectly attributed, the correct amount is paid in the next monthly cycle.
- Formal warning to a mover — recorded on their platform record.
- No remedy — where the evidence does not support the claim, the dispute is closed without action.
Moverly's determination is made in good faith based on the evidence available. It is our best assessment of what is fair. If you are not satisfied with the outcome, contact us at support@moverly.ae to discuss further.
Extra charge disputes
A specific type of dispute worth addressing separately is the extra charge dispute — where a mover requests additional payment on move day for items or services not covered by the confirmed booking.
How this should work on move day:
- If the mover team arrives and determines that the actual scope is materially different from the booking — significantly more items, specialist items not disclosed, or additional services needed — the team leader must communicate this through the Moverly Partner App, not verbally to the customer.
- Moverly will notify the customer of the revised scope and any additional cost.
- The customer can accept, negotiate, or decline the revised scope through the Moverly platform.
- If the customer declines and the mover cannot fulfil the original scope as confirmed, the booking may be cancelled per the cancellation policy.
Movers must not request cash payments or direct bank transfers from customers for any additional charges on move day. All additional charges must be approved by Moverly and processed through the platform. Any mover that solicits direct payment from a customer is in breach of their Partner Agreement.
If a customer was pressured into paying a mover directly on move day for additional scope:
- Report it to Moverly immediately via support@moverly.ae.
- Moverly will investigate and the mover may face suspension or removal from the platform.
- Moverly cannot guarantee recovery of money paid directly to a mover outside the platform — this is why we advise strongly against any direct payment.
Scope disputes on move day
A scope dispute arises when the mover team arrives and finds the volume of items significantly exceeds what was listed at booking, or when the customer and the mover disagree about what is included in the confirmed booking.
The process for scope disputes on move day is:
- The team leader contacts Moverly through the Partner App to log the scope discrepancy before any standoff with the customer develops.
- Moverly reviews the original item list and booking confirmation.
- Moverly mediates between the customer and the mover to reach an agreed solution — additional charge accepted, scope reduced to what was booked, or booking cancelled.
- The customer is never left in a position where the mover team simply refuses to work without a direct cash payment.
If the customer believes their item list was accurate and the mover is inflating the scope, they should not agree to any additional payment without Moverly's involvement. Contact Moverly through the platform or by calling our support line while the mover team is present.
Payment disputes and chargebacks
A chargeback occurs when a customer asks their bank or card issuer to reverse a payment made to Moverly, rather than going through Moverly's refund process.
We ask customers not to raise chargebacks before contacting Moverly first. In most cases, Moverly can process a refund faster through our own process than a chargeback takes to resolve through the bank.
If a chargeback is raised:
- Moverly will respond to the chargeback through Stripe with full booking documentation — confirming the service was booked, confirmed, and where applicable fulfilled.
- Where the chargeback is found to be invalid — for example, where the move was completed as booked — Moverly will contest it and the outcome is determined by the card issuer.
- Where a chargeback is raised for a genuinely unfulfilled service, Moverly may choose not to contest it.
Raising a chargeback on a completed move without first contacting Moverly constitutes a disputed payment and will be treated as such. Moverly reserves the right to suspend platform access during an active chargeback investigation.
Timelines summary
| Stage | Target timeline |
|---|---|
| Issue reported through account or email | Any time — as soon as the issue arises |
| Moverly acknowledges and assigns case reference | Within 1 working day |
| Informal resolution attempt (Step 1) | Within 3 working days of acknowledgement |
| Escalation to formal investigation (Step 2) | If unresolved after Step 1 |
| Formal investigation determination (Step 3) | Within 5 working days of escalation (up to 10 for complex cases) |
| Refund processed (if applicable) | Within 7 working days of determination |
| Mover payment adjustment (if applicable) | In the next regular payment cycle |
| Damage report deadline | Within 24 hours of move completion |
| Missing item report deadline | Within 48 hours of move completion |
Contact
To raise a dispute or get help with any issue arising from a Moverly booking:
- 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, your name, and a clear description of the dispute
- Response: Within 1 working day
- Entity: Tinkerbase Technology, Dubai, UAE
This policy is governed by the laws of the United Arab Emirates. Any dispute not resolved through this process is subject to the exclusive jurisdiction of the courts of Dubai.