Terms of Service

1.Who you are contracting with

WillXO is a brand of WillXO Documentation Services, a documentation facilitation service operating in the United Arab Emirates. Its UAE registration details are being confirmed and will be published here before launch.

These Terms govern the services we provide through willxo.com, our WhatsApp and chat channels and your WillXO account. By asking for a quote or placing an order you accept them. WillXO Documentation Services is the party you contract with, and the party that issues your quotation and your tax invoice.

Where a quotation you have approved says something different from these Terms, the quotation applies, it is the record of what you were actually offered.

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

WillXO is a documentation facilitation service. We are not a law firm: we do not give legal advice and we do not represent you in a dispute. The regulated parts of your matter are carried out by licensed drafters, certified legal translators, the registry and the notary. See The WillXO Guarantee for a plain-language summary of what we do commit to.

We prepare and process personal and official documents in the UAE and co-ordinate the licensed partner for each matter. We tell you the service, the price, the timeline and the documents required before you commit.

We do not decide the outcome. An attestation, a filing, a registration or a visa is granted by an authority, notary or court, and that decision, its fees and its processing times are outside our control. We guarantee that your matter is prepared and submitted correctly, not that a decision goes your way.

3.Placing an order

• You tell us what you need, on WhatsApp, through the site or by email.
• We issue a quotation stating the service fee, any government or third-party fees, the documents we need from you and a realistic timeline.
• A quotation is valid for 14 days from issue.
• You approve the quotation and pay in full. That is the point at which a contract is formed and your order exists.
• Work begins when we have both your payment and the documents on your checklist. We will not start regulated work on an incomplete file.

You must be at least 18 and legally able to enter this contract, and where you order on behalf of a company you confirm you are authorised to do so.

4.Prices, and government fees

• Our service fee is a flat amount, published or quoted before you commit.
• Government, notary, registration, translation-authority and embassy fees are separate and are passed through at cost. We do not mark them up. Where a price is described as “all-in”, the government fee is already inside it and we say so.
• If an authority's fee turns out lower than quoted, you are charged the lower amount.
• If your requirements change, or an authority imposes a fee or a step that was not foreseeable when we quoted, we will tell you and re-quote before doing anything that costs you more. You are never charged more than your approved quotation without approving the difference.
• Prices shown on the website are current at the time you read them and can change; the quotation you approve is the price that binds.

5.Promotional codes

Where we issue a promotional code, these rules apply unless the code's own terms say otherwise:

• A code reduces our service fee by a percentage. It never reduces a government or third-party fee, because those are passed through at cost.
• A code is single use and is consumed the first time it is redeemed.
• Codes are for first-time customers, someone who has not ordered from us before.
• A code is issued to one named email address and may be used only by that person.
• Where more than one code applies, they combine in sequence: each takes its share of what is left after the one before. 20% and then 10% is 28% off, not 30%.
• A total of 30% off is the maximum, however many codes are applied.
• We may withdraw or cancel a code that has been shared publicly, obtained by misrepresentation, or used in a way it was plainly not intended for.

6.Payment, VAT and invoices

• Payment in full is due when you approve your quotation and before work begins.
• We accept card payments through a secure payment provider and do not see or store your card details. Instalments may be available on larger orders, ask us and we will tell you whether your order qualifies.
• VAT is charged at the rate UAE law requires and is shown on your invoice.
• A tax invoice is issued once payment is confirmed, with any government fees itemised separately.

7.Your documents, and your responsibilities

You agree that the information and documents you give us are accurate, complete, lawfully yours to provide, and not forged or altered. Where a document concerns another person, you confirm you may share it.

We are not responsible for a delay or an outcome caused by information that was wrong, missing or late, or by a requirement an authority imposes. If we have to resubmit because of an error in what you gave us, the authority's fee for that resubmission is payable again.

We will refuse or stop work on anything we believe to be unlawful, and we may report it where we are required to.

8.Revisions

One round of revisions is included per document, unless your quotation says otherwise. If the error is ours, correcting it is not a new order and not a new fee, however many rounds it takes. Further changes that you ask for are quoted separately.

9.Licensed partners

The regulated work is performed by independent licensed partners. We choose them, instruct them and manage the process for you, and we remain your single point of contact throughout. They are responsible for their own professional work, and authorities and notaries set their own fees, requirements and processing times.

10.Timelines

Every quotation carries a timeline. It is a realistic estimate of the working days involved, not a guaranteed date, because a large part of it belongs to an authority rather than to us. Where a step is outside our control we say so at the quote stage. If a timeline slips we tell you, with the reason.

11.Cancellation and refunds

These are the same words as the terms on your quotation, so there is one answer and not two:

• Before work begins, you are refunded in full.
• After work begins, fees for work already carried out are non-refundable, because work starts on full upfront payment.
• Government and third-party fees, any fee we have not yet incurred is refunded to you in full. Any fee already paid to an authority cannot be recovered, by us or by anyone.

Tell us as early as you can if you want to cancel or change an order, the earlier it is, the more of it is still refundable. Refunds are made to the method you paid with.

12.Your account, and how we contact you

You are responsible for keeping your account password to yourself and for what is done through your account. Tell us at once if you think someone else has access.

By giving us your number you agree that we may contact you on WhatsApp, by SMS and by email about your order, that is how the service works. Marketing messages are separate, need your consent, and every one carries a way to stop them.

13.Acceptable use

Do not use the site or the service to submit false or forged documents, to impersonate another person, to attempt to break, overload or probe our systems, or to copy the site's content or price list for a competing service. We may suspend or end service to anyone doing so.

14.Intellectual property

The WillXO name, logo, site design and written content belong to us. Your documents remain entirely yours: we hold them only to deliver your order and we claim no rights over them.

15.Our liability

To the fullest extent UAE law permits, our total liability for any order is limited to the service fee you paid us for that order.

We are not liable for indirect or consequential loss, nor for the acts, omissions, decisions, fees or timescales of licensed partners, government authorities, embassies or courts.

Nothing here excludes any liability that cannot lawfully be excluded, including for fraud.

16.Events outside our control

We are not in breach of these Terms if we are prevented or delayed by something beyond our reasonable control, a public-authority closure or system outage, a change in law or procedure, a strike, a natural event, or a failure of a utility or communications network. We will tell you, and where the delay makes the service pointless you may cancel on the basis in section 11.

17.Complaints

Tell us. The fastest route is the WhatsApp thread your order is already in, or the Report a problem form, which files a ticket and gives you a reference the same moment. We aim to acknowledge within one working day and to tell you what we are doing about it. We would far rather hear about a mistake early than have you discover it at a counter.

18.Changes to these Terms

We may update these Terms. The version in force for your order is the one published when you approved your quotation, and the current version is always at willxo.com/terms with the date it took effect. A change never applies retrospectively to an order already placed.

19.Governing law, and where a dispute is heard

These Terms and your order are governed by the laws of the United Arab Emirates. Any dispute is subject to the jurisdiction of the competent courts of the UAE. If any part of these Terms turns out to be unenforceable, the rest continues to apply.

You may not transfer your order to someone else without our agreement. We may transfer our rights and obligations to another company, provided your rights under these Terms are not reduced.

20.Contact us

• Email: hello@willxo.com
• Phone and WhatsApp: +971 4 000 0000
• Post: WillXO Documentation Services, Business Centre, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates

We answer Monday to Saturday, 9am to 6pm UAE time.

See also our Privacy Policy and The WillXO Guarantee.