Legal
Terms & Conditions
These Terms and Conditions govern all removal and relocation services provided by Fusion Specialized Shipping & Logistics LLC (trading as Fusion Relocations). By accepting a quotation or booking our services, you agree to these terms. Last updated: March 2026.
1. Definitions
Fusion / Remover / We / Us: Fusion Specialized Shipping & Logistics LLC, trading as Fusion Relocations, API World Tower, 23rd Floor, Sheikh Zayed Road, Dubai, UAE.
Customer / You: The individual or entity that places an order for removal or relocation services.
Consumer: A Customer who is a private individual acting outside their trade or business, as defined under UAE Consumer Protection Law No. 15 of 2020.
Order / Contract: The signed quotation, order confirmation, or written agreement between Fusion and the Customer.
Subcontractor: Any third party engaged by Fusion to perform part of the service (packing, road haulage, sea or air freight, customs clearance, storage, delivery).
Working Days: All calendar days excluding Fridays and UAE public holidays.
2. Quotations
All quotations issued by Fusion are based on the information provided at the time of survey and are valid for 30 days from the date of issue. A quotation does not constitute a binding contract until it is accepted in writing by the Customer and countersigned by Fusion.
The quoted price is based on the assessed volume of goods and services agreed at survey. If additional items are included after the survey, or if the circumstances of the move differ materially from those assessed, Fusion reserves the right to revise the price before packing commences.
For international moves, the quoted price is calculated using current freight rates and currency exchange rates. Price revisions may apply if ocean freight rates, fuel surcharges, or exchange rates change materially between quotation and shipment. Fusion will notify the Customer of any such revision as soon as it becomes known.
3. Payment
Local moves (within UAE): Full payment is required before packing commences on the move date.
International moves: Full payment must be received at least 3 working days before goods depart from Jebel Ali. Fusion reserves the right to hold goods at the origin or in bonded storage until full payment is received. Any storage, demurrage, or port costs incurred as a result of non-payment are the Customer’s responsibility.
Storage services: Storage fees are payable in advance — 1 month in advance for short-term storage (1–3 months), 3 months in advance for long-term storage (4 months or more).
Corporate accounts: Payment terms for corporate clients are as agreed in the purchase order or written approval, subject to a maximum of 30 days from invoice date.
Late payment: Invoices not paid by the due date attract interest at 10% per annum calculated from the invoice date, plus an administrative charge of 10% of the invoice amount (minimum AED 500), automatically and without formal notice.
The Customer may not withhold or offset payment against any claim or dispute without Fusion’s prior written agreement.
4. Cancellation
If the Customer cancels a confirmed booking, the following cancellation charges apply:
- More than 7 days before the agreed move date: 10% of the contract price (minimum AED 250)
- 2–7 days before the agreed move date: 25% of the contract price (minimum AED 750)
- Less than 48 hours before the agreed move date: 35% of the contract price (minimum AED 1,250)
- After packing has commenced: 50% of the contract price
- After goods have departed Jebel Ali: No refund is possible on the international freight component
Any advance booking deposit paid is non-refundable below AED 1,000. Cancellations must be communicated to Fusion in writing.
5. The Customer’s Obligations
The Customer is responsible for:
- Providing accurate information about the volume, nature, and value of goods at the time of survey
- Disclosing any items requiring special handling (artwork, antiques, fragile items, heavy items, items of exceptional value) before packing commences
- Being present — or having an authorised representative present — for the full duration of packing, loading, and delivery
- Ensuring vehicle access for removal vehicles at both origin and destination
- Arranging any required parking permits or building access permissions at their own cost
- Providing all documents required for customs clearance (passport copy, residency visa, destination address confirmation) in a timely manner
- The accuracy of all information provided for customs declarations. The Customer bears full liability for any costs, fines, or delays arising from inaccurate, incomplete, or late documentation
- Ensuring that prohibited items (see Section 7) are not included in the shipment
- Packing personal undergarments and intimate personal effects themselves, without Fusion crew involvement
Fusion is not liable for any loss, damage, or delay arising from the Customer’s failure to meet these obligations.
6. International Removals — Customs & Taxes
For international moves, all destination customs duties, taxes, port charges, and customs examination fees are charged to the Customer in addition to the removal price, unless expressly stated otherwise in the quotation.
Fusion prepares customs exemption documentation (ToR01, B534, BSF186, Form 3299, Umzugsgut, attestation de changement de résidence, or equivalent) on behalf of the Customer through our licensed customs broker network. This service is included in the international move price. However, the Customer is responsible for the accuracy of the personal information and supporting documents they provide for these declarations.
Customs formalities are always carried out on the basis of the information and documents supplied by the Customer. If the Customer’s documentation is incomplete, inaccurate, or late, any resulting costs, fines, storage charges, or duty assessments are the Customer’s responsibility.
7. Prohibited Items
The following items may not be included in a Fusion removal without prior written agreement:
- Narcotics, controlled substances, and illegal drugs
- Firearms and weapons (without prior destination import licence confirmation)
- Currency, negotiable securities, deeds, and stamp collections
- Perishable food items and live animals (pets are handled via Fusion’s separate pet relocation service)
- Flammable liquids, pressurised gases, acids, batteries containing acid, and other hazardous materials
- Items prohibited by the laws of the destination country
- CITES-regulated items without the required export/import permits
Any loss, damage, or liability arising from the inclusion of prohibited items without disclosure is the Customer’s sole responsibility. Fusion reserves the right to remove prohibited items from a shipment without liability.
8. Subcontracting
Fusion reserves the right to subcontract all or part of the removal services to third-party subcontractors. Fusion remains responsible to the Customer for the performance of subcontracted services under these Terms and Conditions.
9. Insurance
All Fusion international moves include all-risks marine insurance arranged through Lloyd’s-approved underwriters, covering goods from the commencement of packing to delivery at the destination address. The insurance premium is based on the declared replacement value of goods as stated by the Customer at the time of survey.
The Customer must declare an accurate replacement value. Underinsurance (declaring a value materially below replacement value) may result in proportional reduction of any claim settlement.
If the Customer elects to arrange their own insurance, they must provide Fusion with evidence of coverage before the move commences, including a waiver of recourse in favour of Fusion. If no such evidence is provided, the move is carried out entirely at the Customer’s risk.
Insurance does not cover inherent defects, items packed by the Customer, or damage resulting from the Customer’s failure to disclose fragile or high-value items.
10. Liability
10.1 Damage and loss. Except in cases of force majeure or circumstances set out in 10.3 below, Fusion is liable for loss or damage to goods caused directly by Fusion or its subcontractors. Fusion’s liability for loss or damage is limited to AED 500 per cubic metre of the lost or damaged items, subject to a minimum excess of AED 1,000 per removal order.
10.2 Delay. Fusion is not liable for delays caused by force majeure, third-party carriers, port congestion, customs holds, or circumstances beyond Fusion’s reasonable control. Where delay is directly caused by Fusion, liability is limited to 10% of the removal price, and only where the Customer can demonstrate actual loss and has submitted a written complaint within 2 working days of the agreed delivery date.
10.3 Exclusions. Fusion is not liable for loss or damage to: goods packed by the Customer or third parties not engaged by Fusion; items not disclosed at survey; fragile items not identified and specially packed; goods in storage due to the Customer’s failure to take delivery; or damage caused by the Customer or their representative.
10.4 Claims procedure. Any claim for loss or damage must be noted in writing on the delivery document at the time of delivery, or within 2 working days of delivery for non-visible damage. Claims submitted after this period are not accepted. All claims expire 12 months from the date of delivery.
10.5 Consumer rights. Nothing in these Terms limits any rights Consumers have under UAE Consumer Protection Law No. 15 of 2020 or any other applicable mandatory law.
11. Storage
Storage of goods is subject to Fusion’s separate Storage Terms and Conditions, which form part of any storage contract. In summary: Fusion holds a lien over stored goods as security for unpaid storage charges. If storage charges remain unpaid for more than 1 month following written notice, Fusion is authorised to sell the goods in the Customer’s name to recover outstanding amounts.
12. Force Majeure
Fusion is not liable for failure or delay in performing its obligations where such failure or delay results from circumstances beyond Fusion’s reasonable control, including but not limited to: war, terrorism, civil unrest, strike, epidemic, pandemic, natural disaster, extreme weather, port closure, government action, or carrier breakdown. Fusion will notify the Customer as soon as reasonably possible and will resume performance when circumstances permit.
13. Governing Law & Disputes
These Terms and Conditions are governed by the laws of the United Arab Emirates and, where applicable, the laws of the Dubai International Financial Centre (DIFC). Any dispute arising from these Terms or from any contract between Fusion and the Customer shall be submitted to the exclusive jurisdiction of the courts of Dubai, UAE, without prejudice to Fusion’s right to seek urgent injunctive relief in any competent jurisdiction.
Consumers have the right to raise complaints with the UAE Ministry of Economy’s Consumer Protection Department in addition to pursuing legal remedies.
14. Contact
For any questions about these Terms and Conditions:
Fusion Specialized Shipping & Logistics LLC
API World Tower, 23rd Floor, Sheikh Zayed Road, Dubai, UAE
Email: ops.relo@fusionshipping.co
Phone: +971 (800) FUSION (387466)
