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. Where the client verification under clause 7 is not yet complete, we begin work once it 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. 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 carry out this verification before or while our business relationship is established, as the law allows, and we begin work once it has been completed successfully.

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, we begin 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 We reserve the right to refuse to accept instructions from you, to discontinue the provision of the services and to terminate the engagement by written notice without giving any reasons, including in the event that: (a) you fail to comply with these Terms or to pay any amount when due; (b) any information, data or document given by you is found to be false, untrue, incomplete or misleading; (c) your business, the payer or the beneficial owner is associated with money laundering, terrorist financing, proliferation financing, embargoed jurisdictions or any watch list; (d) you are suspected of involvement in any criminal or other illegal activity, whether fiscal or otherwise, in any jurisdiction, or have been convicted of a criminal offence; (e) you are declared bankrupt or are the subject of an investigation by any governmental, professional, regulatory or statutory body in any jurisdiction; (f) funds have been transferred that are not properly declared for tax purposes; or (g) we are required to do so by an authority or by the anti-money-laundering and counter-terrorist-financing rules that apply to us. Fees for services already rendered remain payable and are not refundable, and you remain liable for all outstanding fees.

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 later of: the completion of the transaction or the end of our business relationship. 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.

10.7 Set-off and lien. Should you fail to settle any invoice by its due date, you authorise us to set off the outstanding amount against any monies or property of yours under our control. While any fee remains outstanding, we shall have a lien over any papers, documents, records and other property of yours in our possession or under our control, and the services extended to you shall be suspended until all outstanding amounts have been cleared.

10.8 Recovery. We reserve the right to take appropriate action to recover any amounts owed. You authorise us to disclose information relevant to the debt to external debt recovery agencies within or outside the United Arab Emirates, and to escalate a defaulted payment to the competent authorities, which may include the submission of a formal complaint.

10.9 Unclaimed funds. Refundable deposits must be claimed within three (3) months, and any other amounts held by us must be claimed within twelve (12) months, from the date they become available. Amounts not claimed within these periods shall be forfeited.

10.10 No interest. We do not pay interest on any monies held by us or on your behalf.

10.11 Taxes added. Unless expressly stated otherwise, all prices, fees, charges, rates and quotations are exclusive of value added tax and any other applicable tax, which we are entitled to add at the applicable rate.

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: we are not required to refund any amount paid unless the service for which it was paid was not completed due to our misconduct; amounts paid for services already rendered or in progress are not refundable; and government and third-party fees paid on your behalf are not refundable in any case.

11.3 A refund, where due, is made by the same method and to the same payer as the original payment, after the identity checks required of us by law.

11.4 Where an application is rejected, delayed or returned by an authority, an administrative fee of ten per cent (10%) of the service fee, or such other amount as we notify, applies to the handling of the matter. Any fines or penalties imposed by the authority are your sole responsibility.

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.

12A. Renewal, termination and related fees

12A.1 Where the services include an annual or recurring element — including licence renewal, visa renewal, registered address, secretarial, accounting or compliance support — the tenure of the services is annual and the services renew automatically.

12A.2 Should you wish to terminate the services or to cancel a licence and any associated visas, you shall give us written notice no later than one hundred and twenty (120) days prior to the relevant expiry date. Failing such notice, you shall be deemed to have accepted the renewal of the annual services and shall be liable for payment in full at the latest applicable listed price.

12A.3 A fee of AED 7,250 (seven thousand two hundred and fifty dirhams) shall be charged upon termination of our services, irrespective of whether notice has been given.

12A.4 Should you wish to manage the provision of services with a government authority directly rather than through us, a fee of AED 7,250 (seven thousand two hundred and fifty dirhams) shall apply.

12A.5 Where you terminate after a renewal has taken effect, the fees for the renewed period remain payable and are not refundable. You remain liable for all outstanding fees until the entity has been transferred to a third party acceptable to us or has been de-registered.

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.

13.4 We may assign part or all of the services to third parties on your behalf without any liability on our part.

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. 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 and indemnity

16.1 All instructions and requests shall be given to us in writing. We may, at our discretion, act on a request given otherwise than in writing, but in either case we are not liable for any error or omission in processing it, in particular one arising from an error of transmission, a misunderstanding or non-receipt.

16.2 You shall have no claim whatsoever against METATRIA in respect of anything done or omitted to be done, or in respect of the exercise of any discretion by us, unless the same involves dishonesty on our part.

16.3 We are not liable for indirect or consequential loss, loss of profit, revenue, business, savings, opportunity, goodwill or reputation, or for business interruption, however arising.

16.4 We are not responsible for the decision of any authority, bank or counterparty, for the time any of them takes, for a rejection, delay or error on their side, or for any change of law, policy or practice.

16.5 You shall at all times indemnify and keep METATRIA indemnified against all actions, claims, demands, proceedings, costs, charges, fines, penalties and expenses whatsoever which may be taken or instituted against us, or which we may incur, by reason of or on account of: (a) any liability of ours for breach of contract, negligence or otherwise arising under or in relation to the engagement, unless such liability cannot be excluded under the laws of the United Arab Emirates; (b) our failure to provide the services for a reason outside our control; (c) any delay, malfunction or inconsistency in services related to licences, visas or government transactions, including where documents are misplaced or destroyed by a third party, and any consequence of security checks conducted at the discretion of an authority; (d) information, data or documents provided by you that are inaccurate, incomplete, false or misleading, or withheld by you, whether intentionally or not.

16.6 Nothing in these Terms excludes or limits liability that cannot be excluded or limited under the applicable 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).

19. Changes to these Terms

19.1 We are entitled to amend these Terms and the associated fees and price lists at our sole discretion as appropriate. We will endeavour to send notice of any such amendment to your registered email address, and the amended version applies to the services provided after it is published.

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.