Terms of Service

1. Who we are

1.1 These Terms of Service ("Terms") are offered by METATRIA L.L.C-FZ, a free zone company incorporated in Meydan Free Zone, Dubai, United Arab Emirates (Certificate of Formation No. 2651466; commercial licence No. 2651466.01), registered office: Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates ("METATRIA", "we", "us", "our").

1.2 The United Arab Emirates is our country of domicile. We operate from our registered office in Meydan Free Zone and provide our services from the United Arab Emirates.

1.3 Contact details: consult@metatria.com · +971 50 777 8211 · metatria.com. The mailbox for refunds, complaints and notices under these Terms is claims@metatria.com.

1.4 These Terms apply to the use of metatria.com (the "Website") and to every engagement between you and us, unless we have signed a separate written agreement with you, in which case that agreement prevails over these Terms for the services it covers.

2. Who may use our services

2.1 Our services are offered to persons who are at least 18 years of age and have the legal capacity to enter into a contract, and to companies and other legal entities acting through an authorised representative.

2.2 We do not knowingly provide services to, or collect personal data of, persons under 18. Where a service concerns a minor (for example a family visa or school admission), the contracting party is the parent or legal guardian.

2.3 We provide services only where we are lawfully permitted to do so. We do not accept clients, and do not process payments, where this would breach the sanctions or anti-money-laundering rules that apply to us — see clause 7.

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

3.1 We provide consultancy, administrative preparation, document handling and follow-up services within the activities of our commercial licence, including management consultancy, accounting and bookkeeping, immigration-related administrative services, documents clearing, document and data verification, commercial information services, business support and technology consultancy.

3.2 What our service is. We advise, prepare and check documents, submit applications on your behalf where permitted, and follow the file with the authority, the bank or the counterparty until an outcome is given.

3.3 What our service is not. We are not an audit firm and we do not perform audits or issue audit opinions. We are not a registered tax agent and we do not represent clients before the Federal Tax Authority. We are not a law firm and we do not represent clients before courts. We are not a licensed real-estate broker and we do not broker property transactions. We are not a bank, a payment institution or a financial adviser: we do not hold client funds as a service, we do not give investment advice, and we do not recommend the purchase or sale of any financial instrument, virtual asset or property as an investment. We do not act as nominee shareholder, nominee director or nominee beneficial owner.

3.4 Where a matter requires a licensed professional whom we are not, we say so and, if you wish, we help you engage one. Their work is contracted and paid separately, and we are not responsible for it.

3.5 Decisions belong to the authorities. Approval or refusal of a licence, a visa, a residence permit, a bank account, a registration or any other application is the decision of the competent authority, bank or counterparty. We do not control that decision, we do not guarantee any particular outcome, and we do not guarantee processing times set by third parties. We are responsible for the correctness, completeness and timeliness of the work we perform.

4. Quotes

4.1 A quote ("Quote") is our personal proposal to the client named in it. It sets out the services, the price, the currency, the payment methods and the date until which it is valid ("Valid until").

4.2 A Quote is addressed to the named client only and cannot be transferred. Prices and descriptions published elsewhere on the Website are not offers; they are an invitation to request a Quote.

4.3 If a Quote shows no Valid until date, it is valid for 14 calendar days from the date of issue.

4.4 The Valid until date is the latest date for acceptance. It is not a promise to keep the Quote open until that date — see clause 5.

4.5 Where the services are performed in stages, the Quote sets out the stages, the share of the price attributed to each stage and the payment schedule.

5. Withdrawal and replacement of a Quote

5.1 We may withdraw or replace a Quote at any time before it has been accepted under clause 6 — for example if it contains an error, has been replaced by a new Quote, is withdrawn at your request, or if we are unable to proceed for legal or compliance reasons.

5.2 Withdrawal takes effect when the Quote page shows that the Quote has been withdrawn, or when we send you notice by e-mail, whichever is earlier. A withdrawn Quote can no longer be viewed with its terms or paid. If we replace a Quote, we send you the new Quote together with the notice, and the new Quote applies instead of the previous one.

5.3 A Quote that has been accepted cannot be withdrawn. After acceptance, the contract may only be cancelled in accordance with clause 11 and our Refund and Cancellation Policy, or as applicable law allows.

5.4 This clause does not limit any right you may have under applicable law.

6. How a contract is formed

6.1 You accept a Quote by paying the full amount stated in it, in the stated currency, using a payment method shown in it, by 23:59 United Arab Emirates time (UTC+4) on the Valid until date and before the withdrawal of the Quote takes effect.

6.2 The contract between you and METATRIA is formed when your full payment is received in our bank account or confirmed to us by our payment service provider, and — where verification under clause 7 is not yet complete — when that verification has been completed successfully.

6.3 A payment is made on time if it is made while the Quote is valid and before its withdrawal takes effect, even if it reaches us later. A card payment is made when our payment service provider confirms it. A bank transfer is made when your bank sends it, as shown by your bank's confirmation, provided that the funds reach our account within 5 business days. Please keep proof of the date and time of the transfer.

6.4 A partial payment does not accept a Quote unless the Quote expressly provides for payment in instalments. We hold a partial payment until the Valid until date; if the balance is not paid by then, we refund the amount received under our Refund and Cancellation Policy.

6.5 Silence, or opening a Quote, is not acceptance.

6.6 Quotes, acceptances, invoices, notices and confirmations exchanged by e-mail or through the Website are valid and binding electronic records and satisfy any requirement of writing between you and us.

7. Client verification, sanctions and compliance

7.1 We are a business supervised under the anti-money-laundering and counter-terrorist-financing laws of the United Arab Emirates (Federal Decree-Law No. 10 of 2025 and Cabinet Resolution No. 134 of 2025). Before we provide services we must identify and verify our clients, and we keep our checks up to date during the engagement.

7.2 We may ask for identity documents, proof of address, information about the beneficial owner, the purpose of the services and the source of funds, and we may re-check this information at any time. We issue payment details and payment links only after verification has been completed.

7.3 Sanctions. We screen clients, beneficial owners and payers against the sanctions lists applicable in the United Arab Emirates and against our own compliance policy, and we do not enter into or continue a relationship where our policy or the law does not permit it.

7.4 If a payment reaches us before verification has been completed, the contract takes effect, and we start work, only when verification has been completed successfully. If verification is not completed within 10 business days after we request the information, or if we are unable to accept you as a client, no services will be provided and we refund the payment under our Refund and Cancellation Policy.

7.5 Where the anti-money-laundering rules require us not to enter into, or not to continue, a business relationship, we must decline or discontinue the engagement. This is an obligation imposed on us by law, not a right we reserve for our own convenience, and where the law prohibits us from disclosing the reason we cannot give it. In that case we return the amounts paid for work not yet performed under our Refund and Cancellation Policy — unless the law requires us to delay or withhold the funds or to report the matter, in which case we act as the law requires and may not be permitted to inform you.

7.6 Records. We keep the records of the engagement, the client file and the transaction documents for at least five years, counted from the latest of: the completion of the transaction, the end of our business relationship, or the completion of an inspection, an investigation or court proceedings that concern them. This is what the anti-money-laundering rules require of us, and we keep records longer where another law requires it.

8. Payments that do not match a valid Quote

8.1 Payment after withdrawal. A payment made after the withdrawal of a Quote has taken effect does not form a contract, and we will not start work. We refund it in full, unless you ask us in writing to credit it towards a new Quote and we agree.

8.2 Payment made before withdrawal took effect. If your payment was made on time under clause 6.3 before the withdrawal took effect, the Quote is accepted. We will contact you, and you may choose by e-mail either (a) that we perform the Quote on its terms, subject to clause 7, or (b) cancellation with a full refund. Option (a) is not available if the Quote was withdrawn because of an obvious error (clause 9 then applies) or because we are unable to proceed for legal or compliance reasons.

8.3 Payment after expiry. A payment made after the Quote's validity has ended does not form a contract. We refund it in full, unless you ask us in writing to credit it towards a new Quote and we agree.

8.4 Repeat and excess payments. If you pay the same Quote more than once, or pay more than the amount due, we refund the excess. We credit it towards another Quote only with your written consent.

8.5 Wrong currency. Payments must be made in the currency stated in the Quote. If we receive another currency, we may ask you to pay any shortfall or refund the amount received.

8.6 Payments by third parties. We accept payment only from the client named in the Quote, or from a third party whom we have approved in writing in advance after verification. We return any other payment to the person or account it came from, and not to any other person or account.

9. Obvious errors

9.1 If a Quote contains an obvious error in the price or in the description of the services, we withdraw it before acceptance where possible and issue a corrected Quote. If it has already been accepted, we may perform it at the price paid; otherwise, within 1 business day and before starting work, we contact you and offer you the choice to continue at the correct price (paying or receiving back the difference) or to cancel with a full refund. We do not change the price without your agreement.

10. Prices, payment methods, currency and taxes

10.1 Currency. Our prices are quoted in UAE Dirhams (AED) unless the Quote states another currency. Where a Quote states another currency, that currency governs the payment.

10.2 How you can pay. Payment is made by bank transfer to our account with a bank in the United Arab Emirates against our invoice, or by payment card through our licensed payment service provider where a Quote offers that method, or by SWIFT transfer from abroad. We do not accept cash and we do not accept virtual assets (cryptocurrency).

10.3 No surcharge. We do not add any fee for paying by card. Our bank and payment-provider charges are ours; charges applied by your own bank or card issuer, including currency conversion, are yours.

10.4 Government and third-party fees (authority fees, free zone charges, medical, attestation, translation, courier and similar) are shown separately from our service fee in every Quote and invoice, and are charged at cost, without mark-up. A fee already paid to an authority on your behalf is not refundable by us; if the authority returns it to us, we pass it on to you in full.

10.5 Taxes. Our fees do not include VAT: METATRIA is not registered for value added tax in the United Arab Emirates. Any tax, duty or bank charge imposed in your own country is yours.

10.6 Invoices and receipts. We issue an invoice for every payment and a receipt on request, to the client named in the Quote.

11. Cancellation and refunds

11.1 Cancellation, refunds, the treatment of government fees, defective work and chargebacks are governed by our Refund and Cancellation Policy, which forms part of these Terms.

11.2 In short, and without limiting that Policy: you may cancel before work starts and receive back everything you paid for our services, less any government fee already paid on your behalf; after work has started, we return what you paid less the part of the services already rendered, calculated pro rata against the stages in your Quote; we make no deduction for our own bank or payment-provider charges; and a refund is made by the same method and to the same payer as the original payment.

11.3 There is no general "no refund" rule in these Terms. Nothing in these Terms limits your rights under the consumer protection law of the United Arab Emirates.

12. Your responsibilities

12.1 You give us information and documents that are true, complete, current and lawfully obtained, and you tell us promptly if anything changes.

12.2 You are responsible for the consequences of information you withhold or misstate, including a refusal by an authority or a bank on that ground.

12.3 You do not ask us to do anything unlawful, and you do not use our services or the Website to break the law.

12.4 Where you act for a company, you confirm that you are authorised to engage us on its behalf.

13. Our standards and timelines

13.1 We perform our services with the care and skill reasonably expected of a professional provider of such services in the United Arab Emirates.

13.2 Timelines we give are our own working estimates for our part of the work. Processing times of authorities, banks and other third parties are outside our control and are not a term of our contract.

13.3 If our work does not match what we confirmed in writing, tell us: we correct it at our own cost within an agreed period, and if the defect cannot be corrected, or we fail to correct it within that period, you are entitled to a refund for the defective part of the service under the Refund and Cancellation Policy.

14. Confidentiality and personal data

14.1 We treat the information and documents you give us as confidential, and we disclose them only to perform the engagement, or where the law or a competent authority requires it.

14.2 We process personal data as a controller under the personal data protection law of the United Arab Emirates (Federal Decree-Law No. 45 of 2021). How we collect, use, share and keep personal data, and the rights you have, are set out in our Privacy Policy, which forms part of these Terms. Our use of cookies and similar technologies is described in our Cookie Notice.

15. Intellectual property

15.1 The Website, its texts, design, trade marks and the materials we produce for our own account remain ours.

15.2 Documents we prepare for you within an engagement are yours to use for that engagement once they are paid for. Our methodologies, templates, checklists and know-how remain ours, and nothing in an engagement transfers them to you.

15.3 You do not copy, reproduce or republish the Website or its content for commercial purposes without our written consent.

16. Liability

16.1 We are liable for loss caused by our own failure to perform the services with the care and skill described in clause 13.1.

16.2 If you are a consumer within the meaning of the consumer protection law of the United Arab Emirates, nothing in these Terms relieves us of our obligations towards you and nothing cancels or diminishes your right to claim compensation where we breach them. A condition that did so would be void, and we do not rely on one.

16.3 Where you contract with us as a business and not as a consumer, and except for liability that cannot be limited by law — including liability for death or personal injury and for fraud — our total liability for an engagement is limited to the amount you paid us for that engagement, and we are not liable for indirect or consequential loss, loss of profit or loss of opportunity.

16.4 In every case, we are not responsible for the decision of an authority, a bank or a counterparty (clause 3.5).

16.5 Nothing in these Terms excludes or limits a right you have under the mandatory law of the United Arab Emirates.

17. Circumstances beyond our control

17.1 We are not in breach of these Terms if we are prevented from performing by a circumstance beyond our reasonable control, including an act of an authority, a change in law, a strike, a failure of communications, a natural event or an epidemic. We tell you promptly, we do what can reasonably be done to continue, and if the circumstance lasts more than 30 calendar days either of us may cancel the unperformed part, with money returned under the Refund and Cancellation Policy.

18. Complaints

18.1 Write to claims@metatria.com from the address you used to contact us, stating your name, the engagement reference and what you are not satisfied with.

18.2 We acknowledge your complaint within 2 business days and give our answer within 10 business days of the later of: the date we received the complaint, or the date we received the last document needed to answer it. Business days are working days in the United Arab Emirates (Monday to Friday).

18.3 If our answer does not resolve the matter, you may address the Consumer Protection Department of the Ministry of Economy and Tourism of the United Arab Emirates, or the competent courts of Dubai.

19. Changes to these Terms

19.1 We may change these Terms. The edition in force on the day your Quote is issued governs that engagement; a later edition does not apply to it retroactively.

19.2 The current edition, with its number and date, is published on the Website.

20. Governing law and jurisdiction

20.1 These Terms and every engagement under them are governed by the laws of the United Arab Emirates as applicable in the Emirate of Dubai.

20.2 Disputes are subject to the jurisdiction of the competent courts of Dubai. Nothing in this clause deprives a consumer of a right to bring proceedings, or to complain to the Consumer Protection Department, where the law gives that right.

21. Language

21.1 These Terms are published in Arabic and English, and in Russian for convenience. In case of any discrepancy, the Arabic text prevails.

22. Company details

METATRIA L.L.C-FZ · Certificate of Formation No. 2651466 · commercial licence No. 2651466.01 issued by Meydan Free Zone, Dubai · registered office: Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates · consult@metatria.com · +971 50 777 8211 · The United Arab Emirates is our country of domicile · prices and payments in AED unless the Quote states otherwise.