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Support.

Something broken, a booking gone wrong, or a question about your account? Email us and a person will answer.

1. Contact us

We aim to reply within one business day. We’re based in Dubai and work to Gulf Standard Time (GMT+4). If your session starts in the next few hours and something has gone wrong, say so in the subject line and we’ll jump it.

2. Bookings and waitlists

  • Book a session from the schedule. Your spot is confirmed once payment goes through.
  • If a session is full you can join the waitlist. When somebody cancels, the spot is offered down the list and we notify you.
  • Cancel from the match page or your profile. See refunds for the deadline.

3. Payments and refunds

Payments are handled by Stripe — full card details never reach our servers. Everything is charged in UAE dirhams (AED).

Cancel 24 hours or more before a session starts and you get a full automatic refund to your original payment method. Inside 24 hours there’s no refund and your spot goes to the waitlist. If we cancel a session, everyone is refunded in full. Full detail on the refund policy page.

A refund not showing up after 10 business days is worth emailing us about — it usually means the bank, not us, but we can check.

4. Your account

  • Signing in — email and password, a one-time emailed code, or a passkey (Face ID / Touch ID).
  • Forgotten password — use “forgot password?” on the sign-in screen to get a code by email.
  • Deleting your account — go to Profile → Account. This is immediate and cannot be undone: we erase your name, email, phone, photo, sign-in credentials and devices straight away, and cancel any upcoming bookings. Booking and payment records are kept for financial reporting with nothing left that identifies you — see how long we keep data.

5. Safety and reporting

We have zero tolerance for objectionable content or abusive behaviour. If another member is behaving badly, open their profile and use Report this member — every report is reviewed, and we can remove content or suspend the account. You can also Block someone, which hides you from each other across the app.

If you feel unsafe at a session, tell the coach or organiser on the spot and email team@onthemovedxb.com afterwards. In an emergency in the UAE, call 999.

6. Policies