Client Onboarding & Operations
A transparent, step-by-step guide to becoming an Erbay client — from first contact to ongoing service. Every step is designed around compliance, security, and your operational needs.
Initial Enquiry & Scope
Day 1 — within 4 hoursContact us by phone, email, or website form. We respond within 4 business hours with a preliminary feasibility assessment and a brief operations call to map your requirement — goods type, origin/destination, frequency, and any specific constraints.
KYC & Due Diligence
Day 1 — same dayBefore any service agreement, we run Know Your Customer (KYC) and due diligence verification in line with UAE Federal Law No. 20 of 2018 on AML/CFT and our Lloyd's insurance obligations. With pre-prepared documentation this is typically completed the same day.
Service Agreement
Day 2 — morningOnce KYC clears, we issue a Service Agreement setting out scope, operational procedures, liability and insurance framework, pricing, and reporting. Standard agreements are e-signed the same morning; bespoke clauses can be reviewed by both legal teams within the same day.
Operational Onboarding
Day 2 — afternoonBefore the first movement we hold a short operational briefing with your nominated contacts — collection procedures, packaging standards, authorised signatories, escalation contacts, and emergency protocols. Most clients are operationally live within 48 hours of first contact.
First Movement & Ongoing Service
From Day 3The first movement is executed under enhanced supervision with real-time GPS tracking and digital proof-of-delivery. After a short post-movement review, ongoing service begins with 24/7 operations access, regular reporting, and annual KYC refresh.
Process FAQs
How long does the full onboarding process take?
From initial enquiry to first live movement typically takes 2 business days when KYC documentation is provided promptly. Urgent requirements can be expedited further — contact us to discuss.
Why is KYC required?
KYC verification is mandatory under UAE Federal Law No. 20 of 2018 on AML/CFT, SIRA licensing conditions, and our Lloyd's insurance obligations. It protects both parties and ensures full compliance with applicable regulations. We treat all KYC documents with strict confidentiality.
Can we trial the service before committing to a long-term agreement?
Yes. We offer short-term and single-movement service agreements. Following a successful trial period, most clients transition to ongoing arrangements.
What happens if we need to change the service scope?
Changes in goods type, volume, frequency, or destination are handled through a formal variation process. We review any insurance implications, update the service agreement, and confirm the revised operational procedures before implementation.
Is our operational information kept confidential?
Yes. All client-specific information — including route details, schedules, goods descriptions, and contact details — is treated as strictly confidential. We do not publish or share client operational information under any circumstances. Confidentiality obligations are set out explicitly in every service agreement.
Ready to begin?
Start with an initial enquiry — no commitment required.