LEGAL
Terms & Conditions
Last updated: 4 November 2026
These Terms & Conditions apply to all services provided by e-Div ("e-Div", "we", "us" or "our"), including e-Div Local, e-Div Global, e-Div Move and e-Div Exceptional, and to the use of our website e-div.me, customer dashboard and API.
By booking a service, creating an account or using our website, you agree to these Terms. If you book on behalf of a company, you confirm that you are authorised to accept these Terms for that company.
About us
e-Div is operated by [Legal company name as shown on your trade licence], licensed in the United Arab Emirates under trade licence number [licence number] issued by [issuing authority], with its office at [office address].
Our services
e-Div Local: ASAP, same-day, next-day and scheduled delivery within the UAE, for individuals and businesses, for items of any size we accept.
e-Div Global: international delivery from the UAE, including handling of customs requirements.
e-Div Move: residential moving, including packing, transport, unpacking and setup.
e-Div Exceptional: customised deliveries for personal and business occasions.
The exact service, price and timing for each job are set out in your quote or booking confirmation. If anything in your quote or booking confirmation differs from these Terms, the quote or booking confirmation applies for that job.
Bookings and accounts
• You must give us accurate and complete information, including addresses, contact details, item descriptions and values.
• You are responsible for keeping your account login and API keys secure, and for all bookings made through your account.
• A booking is confirmed only when we send you a confirmation.
• We may refuse or cancel a booking if information is incorrect, the items are not accepted, or the service cannot be provided safely or legally.
Prices and payment
• Prices are in UAE Dirhams (AED) and include VAT where applicable, unless stated otherwise.
• e-Div Move prices are fixed before move day, based on the inventory, addresses, access and services you give us. If these turn out to be different on the day (for example, more items, no lift, or long carrying distances), we will tell you before any extra charge applies.
• Extra charges may apply for waiting time, re-delivery, storage or services not in your booking, as set out in your quote or our price list.
• Payment is due as stated in your quote or booking confirmation. Business accounts are invoiced on the terms agreed with us.
Cash on delivery (COD): where a business asks us to collect payment from its customer, we collect the amount shown on the order and pay it to the business, minus any agreed fees, [every week / on the agreed schedule]. We are not responsible if the recipient refuses to pay; the item will be treated as a failed delivery.
Packing and items we don't accept
Unless we pack your items as part of the service, you must pack them securely so they can travel safely by road or air, and label them clearly. We are not responsible for damage caused by inadequate packing.
We do not accept: illegal or restricted goods; weapons, ammunition and explosives; flammable, toxic or other hazardous materials; cash, cheques and other negotiable items; precious metals and jewellery above [AED value]; live animals; perishable goods unless agreed in advance; and any item prohibited by UAE law or by the destination country. We may inspect, refuse or return any item that we reasonably believe breaks these rules, and you are responsible for any costs or penalties caused by it.
Pickup and delivery
• Delivery times and ETAs are estimates. We work hard to meet them but cannot guarantee exact times unless agreed in writing.
• Someone must be available at the pickup and delivery addresses. We may ask the recipient for ID, a signature or a code before handing over an item.
• If a delivery fails because no one is available, the address is wrong or the recipient refuses the item, we will try again up to [2] times. After that, the item is returned to the sender, and re-delivery or return charges may apply.
• If you ask us to leave an item with a reception, security or neighbour, delivery is complete once it is handed over.
International shipments (e-Div Global)
• You must declare the contents and value of each shipment accurately and provide any documents customs authorities need.
• Customs duties, taxes and fees in the destination country are paid by the [recipient], unless we agree in writing that the sender will pay them.
• Customs inspections and approvals are outside our control. We are not responsible for delays, charges or seizures caused by customs or by incorrect or missing information.
• You must make sure the items are allowed to be exported from the UAE and imported into the destination country.
Home moves (e-Div Move)
• You must give us an accurate inventory and details of both properties, including floor, lift access, parking and any building rules.
• We apply for building move permits on your behalf. Approval is given by building management or the community, and we are not responsible for refusals or delays on their side.
• Please keep cash, jewellery, important documents, medicines and other valuables with you during the move.
• Specialist items such as pianos, safes, artwork or very heavy items must be agreed in advance and may need special handling at extra cost.
• Please check your items when we finish and tell our team about any visible damage before they leave.
Occasion deliveries (e-Div Exceptional)
• We prepare and deliver according to the brief we agree with you, including timing, presentation and any personal message.
• Some items, such as flowers and food, are perishable and must be received at the agreed time. We are not responsible for their condition if delivery is delayed or refused because the recipient is unavailable.
• Personalised items cannot be refunded once preparation has started.
Cancellations and changes
• e-Div Local and e-Div Global: you can cancel free of charge before the item is picked up. After pickup, the full delivery charge applies.
• e-Div Move: you can cancel or reschedule free of charge up to [48 hours] before the move. Later cancellations are charged [X% of the move price], plus any permit or third-party costs already paid.
• e-Div Exceptional: once preparation has started, costs already incurred cannot be refunded.
• We may reschedule or cancel a service for safety reasons, events beyond our control, or if information you gave us was incorrect. If we cancel for reasons on our side, we will refund what you paid for that service.
Liability and insurance
e-Div Move: your household items are covered by full transit insurance while in our care, under the terms of the insurance policy. We will share the policy details with you before your move on request.
e-Div Local, Global and Exceptional: if an item is lost or damaged while in our care, our liability is limited to the lower of its declared value or [AED amount] per shipment, unless you buy additional cover for higher-value items.
We are not responsible for: damage caused by inadequate packing that you did yourself; items we do not accept; normal wear, or the internal working of electronic or mechanical items unless there is visible external damage; indirect losses such as lost profit or business; or delays and failures caused by events beyond our reasonable control, such as extreme weather, road closures, government action or system outages. Nothing in these Terms limits liability that cannot be limited under UAE law.
Claims
• Please report visible damage at the time of delivery or before our team leaves.
• Send any claim in writing to [claims email] within [7 days] of delivery for damage, or within [14 days] of the expected delivery date for lost items.
• Include your booking number, photos of the item and packaging, and proof of value.
• Keep the item and its packaging until the claim is settled, as we may need to inspect them.
Undeliverable and unclaimed items
If an item cannot be delivered or returned, and is not collected within [30 days] after we notify the sender, we may dispose of it or sell it to cover our costs, as permitted by UAE law. Storage charges may apply during this time.
Use of our website, dashboard and API
You may use our website, dashboard and API only for lawful purposes and in line with these Terms. You must not misuse them, try to gain unauthorised access, or disrupt their operation. All content, designs and software on our platforms belong to e-Div or its licensors.
Privacy
We handle personal data as explained in our Privacy Policy.
Governing law
These Terms are governed by the laws of the United Arab Emirates as applied in the Emirate of [Dubai]. Any dispute will be handled by the courts of [Dubai], unless we both agree to another way of resolving it.
Changes to these Terms
We may update these Terms from time to time. The latest version will always be on this page, with the date it was last updated. The Terms in force when you make a booking apply to that booking.
Contact us
[Legal company name]
[Office address], United Arab Emirates
Email: [support@e-div.me]
Phone / WhatsApp: [number]
Website: e-div.me
