How We Work — Our Service Policy

Whether you are moving a studio apartment or a 5-bedroom villa, our team handles every step professionally. Here is exactly what is included in every move we do — at no extra charge.

Intercity Moves — Abu Dhabi to Dubai / Sharjah: We operate fully between all UAE emirates. Your quote for an intercity move is fixed and includes loading, transport, and unloading at your new location. No extra charges for distance.

Same-Day & Emergency Moves: Available 24 hours a day, 7 days a week. Call us directly on +971 56 829 7081 and we will dispatch a team as soon as possible.

Our team packs your entire home using professional-grade materials — all included free as part of your move. We bring everything needed on move day so you do not have to prepare anything.

Packing materials we bring — all free of charge:

• Double-walled cardboard boxes in multiple sizes
• Bubble wrap for fragile items — glasses, crockery, electronics
• Stretch film to wrap furniture, sofas, and appliances
• Padded moving blankets for wardrobes, beds, and heavy furniture
• Wardrobe boxes — your hanging clothes move without folding
• Specialist foam and corner guards for mirrors, artwork, and TV screens
• Packing tape, labels, and markers to organise your boxes by room

Need a safe place for your belongings during renovation, before your new home is ready, or while you are travelling? Our Abu Dhabi storage facility is secure, clean, and available for any duration.

How storage works with us:

• We collect from your address — our team picks up your items and transports them to our secure facility. No need for you to arrange transport.
• Every item is inventoried — we document everything that goes into storage and give you a signed receipt on the same day.
• Secure 24/7 — our facility has CCTV and access control. Only authorised staff can enter.
• Access to your items — give us 24 hours' notice and you can access your belongings during business hours.
• We deliver back to you — when you are ready, we deliver your stored items to your new address at standard moving rates.
• Hazardous and prohibited items cannot be stored (see Section 8 below).
• Unpaid storage fees beyond 60 days may result in disposal of stored goods after proper written notice to the customer.

The price we quote is the price you pay. We do not add surprise charges after the move is done. Our quotes are based on your property size, distance, and service type — and are confirmed in writing before we start.

How to pay:

• Cash (AED) — paid after the job is complete and you are satisfied
• Bank transfer — we provide account details on your invoice
• A written invoice is issued for every job
• We do not ask for full payment in advance — only a small deposit for large villa moves on request

We understand that moving plans change. Our policy is designed to be fair to you while covering the costs our team has already committed to (truck allocation, permits, team scheduling).

• To cancel or reschedule — simply call or WhatsApp us. We confirm all changes in writing.
• If we need to reschedule due to an emergency on our side, there is no charge to you and we prioritise your new date.
• Extreme weather or force majeure — if conditions make the move unsafe, we reschedule free of charge for both sides.

We handle every item with care. But if something goes wrong, here is our honest policy on what we are responsible for and how we resolve it.

How to report a problem:

A great move is a team effort. Here is what helps our team do their best work for you:

• Give us accurate information at booking — your floor number, elevator access, number of rooms, and any special or heavy items. This helps us bring the right team and equipment.
• Be present during the move — you or a trusted adult should be at both addresses during the move to supervise and make decisions.
• Arrange building access in advance — if your building requires a move-in or move-out permit, please apply before move day. We will remind you and help where we can.
• Remove valuables before we arrive — pack jewellery, cash, passports, and medications yourself and keep them with you during the move.
• Empty and disconnect large appliances — fridges should be defrosted and dry. Washing machines should be emptied and disconnected.
• Make sure the new home is ready — keys available, access confirmed, and space ready to receive furniture on the agreed date.
• Keep children and pets safe — please keep them away from the active moving areas for their safety and ours.
• Check items on delivery — inspect your belongings when we deliver them and let us know immediately if anything is missing or damaged before we leave.

The following items cannot be included in any move or storage with Arsalan Movers. This is for the safety of our team, your belongings, and full compliance with UAE law.

• Illegal substances — any item prohibited under UAE law
• Weapons and ammunition of any kind
• Flammable and hazardous materials — gas canisters, paint, chemicals, acids
• Live animals — please arrange pet transport separately
• Perishable food and open liquids
• Cash, jewellery and important documents — always carry these personally
• Live potted plants — we can move them with care but cannot guarantee condition due to temperature and handling during transit

We have a 4.9-star Google rating from over 500 real customers because we take every complaint seriously. If something did not go as expected, please tell us — we will fix it.

• Call us directly: +971 56 829 7081 — available 24/7
• WhatsApp us: Send a message with your booking details and photos of any issue
• Email us: info@arsalanmovers.com
• We respond to all complaints within 48 hours and aim to resolve within 7 working days
• If you are happy with your move — a Google review means the world to us and helps other families find a trustworthy mover

This policy was last updated June 2026 and applies to all services provided by Arsalan Movers & Packers (DED Licensed, Musaffah M-38, Abu Dhabi, UAE). These terms are governed by UAE law.