Terms & Conditions

1. About these Terms

1.1 These terms and conditions ("Terms") are a binding agreement between you and Custom Made Business Setup ("Custom Made", "we", "us", "our"). "You" means the person who uses our website or services and, where you act for a company or other entity, both that entity and you personally.

1.2 You accept these Terms when you tick the acceptance box on any of our forms, request a call, quotation or registration, pay any amount to us, or instruct us to act for you. Ticking the acceptance box is your electronic signature and has the same legal effect as signing these Terms on paper, to the extent permitted by law.

1.3 Our electronic records of your acceptance, including the version of these Terms, the date and time, and the form used, are conclusive evidence of your acceptance unless there is a manifest error.

1.4 These Terms apply together with our Privacy Policy, any written quotation we issue to you and, if you register as a partner, our Affiliate Partnership Agreement. If they conflict, the written quotation prevails on price and scope, the Affiliate Partnership Agreement prevails on partner matters, and otherwise these Terms prevail.

1.5 If you do not accept these Terms, do not use our website, submit any form or engage us.

2. What we do, and what we do not do

2.1 We provide administrative company formation and document processing services in the United Arab Emirates. Our role is limited to preparing, collating, submitting and following up applications and documents with government authorities, free zone authorities and other bodies on your behalf, using the information and documents you give us (the "Services").

2.2 The Services for any engagement are only those set out in our written quotation. Anything not listed in it is outside the Services and is not included.

2.3 We are not a law firm, legal consultant, accountant, auditor, tax agent, tax adviser, financial adviser, bank, insurance broker, immigration lawyer or government authority. We do not provide legal, tax, accounting, audit, financial, investment or immigration advice. Nothing we say or write, whether on our website, in a quotation, on a call, by WhatsApp, Telegram or email, or otherwise, is such advice.

2.4 Any information we give you about company structures, free zones, mainland licences, business activities, visas, residency, corporate tax, VAT or banking is general information only, given without responsibility. You must obtain your own independent legal, tax, accounting and immigration advice, in the UAE and in every other country relevant to you, before making any decision.

2.5 You alone are responsible for choosing your company structure, jurisdiction, licence type, business activities, shareholding, share capital and visa types. Any recommendation we make is based only on the information you gave us, and it is for you to confirm that it suits your circumstances.

2.6 We act for you only to submit and follow up the applications and documents within the Services. You authorize us, and any sub-agent we appoint, to sign and submit the forms, applications and declarations reasonably needed to perform the Services, based on the information you provide.

3. Authorities, banks and outcomes

3.1 Every licence, trade name, activity approval, permit, entry permit, residence visa, Emirates ID, establishment card, bank account and other approval is decided solely by the relevant authority, free zone, bank or third party, under its own rules and at its sole discretion.

3.2 We do not and cannot guarantee any approval, outcome, processing time or result. Authorities and banks may reject, delay, cancel or impose conditions without giving reasons, and may change their fees, requirements and procedures at any time without notice.

3.3 Any timeframe we mention is an estimate only and is not binding. We are not liable for any delay, rejection, cancellation, condition or change imposed by any authority, bank or third party.

4. Your responsibilities

4.1 You warrant that all information and documents provided by you or on your behalf are true, complete, accurate, current, genuine and lawfully obtained. You will tell us immediately if anything changes.

4.2 You warrant that neither you nor any shareholder, director, manager, beneficial owner or visa applicant connected with you is subject to sanctions, that all funds used are lawful, and that the business you intend to carry on is lawful in the UAE and in every other country where you operate.

4.3 You will cooperate promptly with all identity, know-your-customer, anti-money-laundering, sanctions and source-of-funds checks required by us, any authority or any bank.

4.4 Once a licence, visa or other approval is issued, you alone are responsible for ongoing compliance, including licence and visa renewals, corporate tax and VAT registration and filings, economic substance and beneficial ownership filings, accounting records, audits, office and tenancy requirements, employment obligations, and all related deadlines, fines and penalties, unless we have expressly agreed in writing to perform a specific task for a separate fee. Any reminder we send is a courtesy only and creates no obligation.

4.5 You are responsible for keeping copies of all documents. We are not responsible for documents lost, damaged or delayed by any authority, courier or third party.

5. Quotations, fees and payment

5.1 Figures discussed by phone, message, email or in a meeting are indicative only. Only a written quotation from us forms the basis of an engagement, and it is valid only for the period stated on it.

5.2 A quotation may include government, authority, free zone and other third-party fees and disbursements ("Third-Party Fees") as well as our own professional fee (the "Service Fee"). Where a quotation shows a single total, the Service Fee is that total less all Third-Party Fees.

5.3 Third-Party Fees are set by the relevant authority or provider and may change before they are paid. Any increase is payable by you. Costs you pay directly, such as health insurance, medical tests, Emirates ID fees, document attestation and translation, office rent and bank charges, are not included unless the quotation expressly says so.

5.4 Payment is due in full before we start work unless we agree otherwise in writing. Amounts are exclusive of VAT and any other taxes, which are payable in addition where applicable. You bear all bank, transfer and card charges.

5.5 If any amount is not paid when due, we may suspend or stop the Services without liability.

6. Cancellation and refunds

6.1 The Service Fee is earned when we start work and is non-refundable.

6.2 Third-Party Fees are non-refundable once paid to, or submitted with, any authority or third party. If an authority or provider refunds any amount, we will pass it on to you less any amount that authority or provider deducts.

6.3 A rejection, delay or condition imposed by any authority or bank, or your failure to provide information, documents or attendance when required, does not entitle you to any refund.

6.4 If you raise a chargeback or payment dispute for Services we have started, you remain liable for the full amount and for our reasonable costs of recovering it.

7. How we are paid by others

We may receive commissions, referral fees, incentives or other payments from free zones, government service channels and third-party providers we work with or introduce you to. These payments do not increase the price you pay us.

8. Sub-agents and third parties

8.1 We may appoint sub-agents, government liaison providers, typing centers, couriers and other third parties to perform any part of the Services. They act independently of us.

8.2 Where we introduce you to a third-party provider, such as a bank, insurer, accountant, lawyer, real estate agent, mortgage broker or school placement consultant, we act as an introducer only. Your engagement is directly with that provider under its own terms, and we are not responsible for its acts, omissions, advice, products or services.

9. Limitation of liability

9.1 To the fullest extent permitted by law, our total aggregate liability to you, and to anyone claiming through you, for all claims of any kind arising out of or in connection with these Terms, the Services, our website or any engagement, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the Service Fee you have actually paid to us for the specific engagement giving rise to the claim. Third-Party Fees are excluded from that amount. You cannot recover any amount above this limit.

9.2 To the fullest extent permitted by law, we are not liable for any: (a) loss of profit, revenue, business, contracts, opportunity, anticipated savings or goodwill; (b) indirect, consequential, special or punitive loss; (c) loss arising from any decision, act, delay or omission of an authority, free zone, bank or other third party; (d) fines, penalties, taxes, charges or interest imposed on you or your company; (e) loss arising from information or documents provided by you or on your behalf, or from your failure to obtain independent advice; or (f) loss arising from your business activities, your use of any licence, company, visa or bank account, or any change in law or policy.

9.3 Any claim against us must be notified to us in writing, with reasonable details, within six months after you became aware, or ought reasonably to have become aware, of the facts giving rise to it. A claim not notified within that period is waived, to the extent permitted by law.

9.4 Our directors, employees, agents, partners and sub-agents owe you no personal duty. You agree not to bring any claim against any of them personally, and each of them may rely on this clause.

9.5 Nothing in these Terms limits or excludes any liability that cannot be limited or excluded under applicable law.

10. Indemnity

10.1 You agree to indemnify and hold harmless Custom Made and its directors, employees, agents, partners and sub-agents against all claims, demands, losses, liabilities, damages, fines, penalties, costs and expenses, including reasonable legal fees, arising out of or in connection with: (a) any information or document provided by you or on your behalf being untrue, incomplete, inaccurate or not genuine; (b) your breach of these Terms or of any law; (c) your business or company, including its activities, employees, customers and dealings; (d) your use of any licence, visa, bank account or other approval obtained with our assistance; (e) any claim by a third party connected with you, including any authority, bank, shareholder, employee or dependent; or (f) any sanctions, anti-money-laundering or tax matter connected with you.

10.2 This indemnity continues after the Services end.

11. Refusal, suspension and termination

11.1 We may decline any enquiry or engagement, or suspend or end the Services at any time, including where we have concerns about identity, sanctions, source of funds, the lawfulness of your business, abusive conduct or non-payment. We may report matters to the relevant authorities where we are required or permitted to do so, without notice to you.

11.2 If the Services end for any reason, amounts already earned by us or paid to third parties are not refundable, and every clause that by its nature is intended to survive, including clauses 2, 4, 5, 6, 9, 10, 13 and 17, continues to apply.

12. Events outside our control

We are not liable for any failure or delay caused by events beyond our reasonable control, including changes in law or policy, outages of authority, portal or banking systems, strikes, epidemics, war, natural disasters, and the acts or omissions of authorities or third parties.

13. Confidentiality and personal data

We handle your personal data in line with our Privacy Policy. We may share your information with authorities, free zones, banks, sub-agents and service providers as needed to perform the Services, and wherever required or permitted by law. Our confidentiality obligations do not restrict any disclosure we are legally required or permitted to make.

14. Communications

By submitting a form, requesting a call or messaging us, you consent to us contacting you about your enquiry, the Services and, if you register as a partner, the partner programme, by phone, email, WhatsApp, Telegram and similar services, using the details you provide. You can ask us to stop marketing messages at any time.

15. Partner programme

If you register as a partner, the Affiliate Partnership Agreement applies to you from the moment you register and forms part of these Terms.

16. Our website

16.1 Content on our website is general information only, is not advice, may be out of date and must not be relied on. Regulations, fees and processes in the UAE change frequently.

16.2 Our website is provided "as is", without any warranty that it is accurate, complete, available or free of errors or viruses.

16.3 All content, branding and design on our website belong to Custom Made or its licensors and may not be copied or used without our written permission. Links to third-party websites are provided for convenience only, and we are not responsible for their content.

17. General

17.1 These Terms, together with the documents referred to in clause 1.4, are the entire agreement between you and us about their subject matter. You confirm that you have not relied on any statement, representation or advice that is not set out in them.

17.2 We may update these Terms from time to time. The version you accepted applies to that submission and any engagement arising from it, and the version published at the time of any later submission or engagement applies to that later submission or engagement.

17.3 We may assign or transfer our rights and obligations under these Terms. You may not do so without our written consent.

17.4 If any part of these Terms is found invalid or unenforceable, it is limited to the minimum extent necessary and the rest of these Terms remains in full effect.

17.5 Any delay or failure by us to enforce any right is not a waiver of that right.

17.6 Nothing in these Terms creates a partnership, joint venture or employment relationship. No one other than you, us and the persons referred to in clauses 9.4 and 10.1 has any right to enforce these Terms.

17.7 These Terms are written in English. If they are translated, the English version prevails to the extent permitted by law.

17.8 We may send notices to the email address or phone number you provided. You may send notices to us at [email protected].

17.9 These Terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai, and the courts of Dubai have exclusive jurisdiction.

18. Contact

Custom Made Business Setup, Dubai, United Arab Emirates. Email [email protected].