Claims and Complaints Policy

Effective date, March 31, 2026

This Claims and Complaints Policy explains how ALFA Movers LLC, trading as Alfa Movers, handles customer complaints, service concerns, and claim related communications connected with services requested through https://www.alfamovers.com, by phone, by email, by WhatsApp, or through direct service arrangements.

This page is intended to provide general guidance only. It does not create any automatic admission of liability, guarantee of outcome, fixed compensation right, or binding promise of resolution within any specific period unless we confirm otherwise in writing for a particular matter.

This policy should be read together with our Terms and Conditions, Moving Service Terms, and Privacy Policy.

1. Company Information

Business name. ALFA Movers LLC.
Owner. Muhammad S Hussain.
Website. https://www.alfamovers.com.
Email. support@alfamovers.com.
Phone and WhatsApp. +971 50 1873005.
Address. Office 201, Sheikha Amna Obaid Building, Frij Murar, Deira, Dubai, United Arab Emirates.

2. Scope of This Policy

This policy applies to customer concerns relating to our moving, packing, transport, relocation, handling, and related support services, to the extent such concerns are raised through our official contact channels.

This policy does not apply to matters outside our reasonable control, matters not supported by sufficient information, issues raised through unofficial channels without adequate identifying details, or complaints concerning third party providers, building management, community restrictions, or other external factors unless such matters are directly attributable to our confirmed scope of responsibility.

3. How to Submit a Complaint or Service Concern

If you wish to raise a complaint, service concern, or claim related communication, you should contact us as soon as reasonably possible after the relevant event.

Please send your complaint or concern to support@alfamovers.com. You may also contact us by phone or WhatsApp at +971 50 1873005. For record keeping and review purposes, email communication is preferred wherever possible.

To help us review the matter efficiently, please include the following where available.

• Your full name and contact details.
• Your booking reference, invoice number, quotation number, or move date.
• The pickup and delivery addresses relevant to the matter.
• A clear description of the concern.
• Any relevant photographs, videos, inventories, or supporting documents.
• Any communication history that may help clarify the issue.

4. Review Process

All complaints and service concerns are reviewed subject to the information available to us at the time of review. We may request further information, clarification, supporting evidence, photographs, access details, inventory details, timing records, communication history, or other documents before continuing our assessment.

Submission of a complaint does not mean that the complaint is accepted, validated, or approved. Each matter will be reviewed on its own facts, the confirmed service scope, the available records, the handling conditions, and any other relevant circumstances.

Where necessary, we may consult internal records, team notes, operational logs, photographs, route information, customer instructions, or other available materials in order to assess the matter.

5. Timing of Review

We aim to review complaints and service concerns within a reasonable period, subject to the complexity of the issue, staff availability, the completeness of the documents provided, and the need for internal review.

We do not guarantee a fixed response time, investigation period, or outcome date. Some matters may require additional time where facts are incomplete, supporting materials are delayed, third party information is involved, or operational review is required.

Website statements about policies, response handling, or support procedures may not always reflect real time operational updates. For the latest complaint handling status, customers should contact us directly by phone or email.

6. No Automatic Admission of Liability

The receipt, review, acknowledgment, or discussion of any complaint or concern shall not be treated as an admission of fault, liability, contractual breach, negligence, or responsibility by ALFA Movers LLC.

Any goodwill gesture, practical assistance, review step, or proposed resolution offered by us is made without prejudice unless we expressly state otherwise in writing.

7. Customer Cooperation

Customers are expected to cooperate reasonably with the review process and provide accurate information. Delayed reporting, incomplete details, unavailable evidence, inconsistent statements, third party interference, or lack of access to the relevant facts may affect our ability to assess or respond to a complaint.

We reserve the right to close or limit review of any matter where the available information is materially incomplete, where key facts are disputed without supporting evidence, or where the request is abusive, repetitive, misleading, or outside the reasonable scope of this policy.

8. Claims Relating to Items or Property

Where a complaint concerns an item, property condition, or alleged service impact, we may ask for photographs, item descriptions, purchase information where relevant, packing details, pre existing condition information, or other supporting records before reviewing the matter further.

Our review may take into account the nature of the item, the packing arrangement, whether the item was declared as fragile or high value, the service level booked, the handling conditions, access conditions, and any written instructions or exclusions already communicated to the customer.

We do not accept any blanket or automatic obligation simply because an item is mentioned in a complaint. Each matter remains subject to factual review and the confirmed service scope.

9. Exclusions and External Factors

We may decline, limit, or suspend review where the concern relates primarily to building management decisions, lift unavailability, security delays, parking restrictions, weather conditions, road conditions, force majeure, customer supplied packing, undeclared fragile items, inaccurate information provided at booking stage, customer handling after completion, or other factors outside our reasonable control or confirmed service responsibility.

10. Changes to Services, Policies, and Procedures

Our service processes, operational procedures, staffing arrangements, booking procedures, and policy wording may change from time to time. Website updates may not always appear immediately.

For the most current complaint handling process, customers should contact us directly by phone or email. In the event of any inconsistency between a general website statement and a direct written communication issued by us for a particular matter, the direct written communication will normally prevail for that matter, subject to applicable law.

11. External Consumer Complaint Channels

If a customer remains dissatisfied after contacting us directly, official consumer complaint channels may also be available through the relevant authorities in the United Arab Emirates, including the competent consumer protection channels in Dubai and the wider UAE, subject to their own jurisdiction, requirements, and procedures.

Customers should review the current official requirements, eligibility rules, and complaint procedures published by the relevant authority before submitting any external complaint.

12. Record Keeping

We may retain complaint related communications, supporting documents, photographs, emails, call notes, operational notes, and other relevant records for internal review, quality control, legal, administrative, security, and record keeping purposes, subject to our Privacy Policy and applicable law.

13. Changes to This Policy

We may update, revise, replace, suspend, or withdraw this Claims and Complaints Policy at any time without prior notice. The version published on the website is for general reference and applies from the effective date shown on this page, subject to any separate written communication issued for a specific matter.

Customers should check the latest version of this page and may contact us directly for the most current position.

14. Governing Law and Jurisdiction

This Claims and Complaints Policy is governed by the applicable laws of the United Arab Emirates.

Any dispute relating to this policy or to the related services shall be subject to the jurisdiction of the competent courts of Dubai, United Arab Emirates, unless applicable law requires otherwise.

15. Contact Us

If you wish to raise a complaint or service concern, please contact us using the details below.

ALFA Movers LLC
Email, support@alfamovers.com.
Phone, +971 50 1873005.
WhatsApp, +971 50 1873005.
Address, Office 201, Sheikha Amna Obaid Building, Frij Murar, Deira, Dubai, United Arab Emirates.