DocuBay Terms of Service

Effective Date: 07 January 2025

These Terms of Service (the "Terms") govern access to and use of the DocuBay platform available via https://docubay.ae, https://hub.docubay.ae, and any related subdomains, applications, portals, or services operated under the DocuBay brand (collectively, the "Platform").

By accessing, browsing, registering for, or using the Platform in any manner, you agree to be bound by these Terms.

1. PARTIES & PLATFORM OPERATOR

1.1 Platform Operator. The Platform is operated by DocuBay Corporate Services Provider L.L.C., Bayswater Tower, Marasi Dr, Business Bay, Dubai, United Arab Emirates ("DocuBay", "we", "us", "our").

1.2 Legal Services Disclosure. Certain legal services and legal advisory services available through the Platform are provided by New Age Legal Consultancy FZE (Trade License No. 441697401), a licensed legal consultancy operating independently. All such legal services are delivered within New Age Legal's licensing scope and under its sole professional responsibility.

1.3 Third-party service providers. The Platform may also introduce users to independent third-party service providers (each a "Service Provider") who deliver services to users under their own trade licenses, professional approvals, and regulatory permissions.

1.4 Who these Terms apply to. These Terms apply to any person or entity using the Platform ("User", "you", "your"), including businesses, owners, authorised representatives, employees, directors, shareholders, and other individuals acting for or on behalf of a company.

1.5 Business use. The Platform is primarily intended for business and professional use. Where consumer protection or mandatory legal rights apply to you under applicable law, nothing in these Terms is intended to limit those mandatory rights.

2. ACCEPTANCE OF TERMS

2.1 Binding acceptance. By accessing or using the Platform, creating an account, submitting a Request, purchasing a plan, uploading documents, making payment, or clicking acceptance, you confirm that you have read, understood, and agreed to be bound by these Terms.

2.2 Authority to bind. If you are acting on behalf of a company or another person, you represent and warrant that you are authorised to bind that entity to these Terms. You further agree that "you" includes the company you represent, and that you are responsible for ensuring all authorised users under your organisation comply with these Terms.

2.3 Additional documents. Your use of the Platform may also be governed by additional documents incorporated by reference, including:

• (a) the Privacy Policy;
• (b) the Cookie Policy;
• (c) the Refund & Cancellation Policy; and
• (d) any service-specific terms, engagement letters, scope schedules, or mandates required by DocuBay, New Age Legal, or a Service Provider.

3. DEFINITIONS

In these Terms:

"Platform Services" means the software functionality and operational tools provided by DocuBay through the Platform, including dashboards, document vault, reminders, workflow tools, request tracking, vendor routing, coordination tools, communications, payment facilitation, subscriptions, and related features.

"Professional Services" means services delivered by Service Providers (and/or New Age Legal where applicable), including but not limited to legal translation, attestations, legal advisory, tax/audit, insurance, banking facilitation, IP services, and other regulated or specialist services.

"Government Services" means certain corporate and government-related services delivered directly by DocuBay under its trade license activities (where applicable), such as license renewals, activity amendments, permits, and selected immigration/visa-related processing, subject to authority rules and client eligibility.

"Request" means a service request, application, order, case, job, or task submitted through the Platform for Platform Services, Government Services, Professional Services, or a combination thereof.

"Client Data" means information, documents, credentials, personal data, corporate data, identification documents, and any other data submitted, stored, accessed, processed, or transmitted through the Platform.

4. PLATFORM ROLE, SERVICE SEPARATION, AND NO AGENCY

4.1 DocuBay as a Platform. DocuBay provides Platform Services and, where applicable, delivers certain Government Services directly. DocuBay is not, by default, the provider of Professional Services delivered by Service Providers, unless expressly stated in writing for a specific service category delivered by DocuBay.

4.2 Service Providers deliver Professional Services. Where services are delivered by a Service Provider, the Service Provider is responsible for service delivery, professional standards, licensing scope, personnel, and regulatory compliance for those services. DocuBay may facilitate coordination and operational workflow, but does not replace the Service Provider's responsibility.

4.3 New Age Legal delivers legal services. Where legal advisory or legal services are provided, such services are delivered by New Age Legal and/or licensed third-party legal providers engaged as vendors, as applicable. DocuBay does not present itself as a law firm or legal consultancy unless expressly stated in writing and permitted by its license.

4.4 No agency / no authority to bind. Unless explicitly stated in writing, no Service Provider and no User has authority to bind DocuBay, and DocuBay does not act as an agent of any Service Provider. No Service Provider acts as DocuBay's agent. Any representations, commitments, or guarantees made by a Service Provider are made on that provider's own behalf.

4.5 No guarantee of outcomes. Many Requests depend on third parties (e.g., ministries, courts, embassies, banks, insurers, free zones, or other authorities). Outcomes, approvals, rejections, and timelines are determined by those third parties and are not guaranteed by DocuBay.

5. ELIGIBILITY, ACCOUNT REGISTRATION, AND AUTHORISATIONS

5.1 Accurate information. You must provide accurate, complete, and up-to-date information during registration and throughout your Platform use. You are responsible for ensuring that company details, ownership information, employee lists, license data, and uploaded documents remain current.

5.2 Account security. You are responsible for maintaining the confidentiality of login credentials and for all activities that occur under your account, whether conducted by you or by an authorised user. You must immediately notify DocuBay if you suspect unauthorised access or a security incident.

5.3 Verification steps. DocuBay may require verification steps including OTP verification, email verification, authorisation checks, KYC/KYB-related information, identity checks, or other measures aligned with compliance and risk management.

5.4 Authority to upload third-party data. If you upload, share, or submit information or documents about another person (e.g., employees, shareholders, owners), you represent that you have lawful authority and required consents to do so, and that such processing is lawful under applicable data protection laws.

6. PLATFORM USE RULES

6.1 Acceptable use. You agree to use the Platform only for lawful purposes and in accordance with these Terms. You must not misuse the Platform, including by:

• (a) submitting false, misleading, forged, or unauthorised documents;
• (b) impersonating another person or misrepresenting authority;
• (c) infringing intellectual property or confidentiality rights;
• (d) violating privacy or data rights;
• (e) attempting unauthorised access, scraping, hacking, probing, or disrupting the Platform;
• (f) uploading malware or executing any activity that could harm the Platform;
• (g) using the Platform for unlawful, abusive, fraudulent, or harmful purposes; or
• (h) using Platform outputs in a way that misleads third parties into believing DocuBay guarantees approvals or outcomes.

6.2 Enforcement. DocuBay may suspend, restrict, or terminate accounts where misuse, fraud, security risk, or compliance concerns arise. DocuBay may also refuse Requests or limit access where required to comply with law, regulatory obligations, or risk controls.

7. DOCUMENTS, CLIENT DATA, AND SUBMISSIONS

7.1 Responsibility for accuracy. You remain responsible for the accuracy, completeness, authenticity, and legality of all documents and information you provide through the Platform, whether provided by you, your employees, your agents, or your third-party representatives.

7.2 Consequences of incorrect submissions. You acknowledge that incorrect or incomplete submissions may cause rejection, delays, penalties, fines, blocks, inspections, additional requirements, or repeated submissions. DocuBay is not responsible for such outcomes where caused by your documentation, errors, omissions, or third-party authority decisions.

7.3 Originals and special requirements. Where a service requires originals, notarisation, attestation, legalisation, certified copies, court appointment attendance, or authority-specific requirements, you agree to provide such items and complete such steps as requested.

7.4 Credentials and OTP access. Where authority portals or third-party systems require credentials or OTP verification (e.g., email OTP, SMS OTP, UAEPASS, portal login), you may be required to:

• (a) complete OTP steps directly; and/or
• (b) authorise access for the limited purpose of processing your Request.

You acknowledge that authority portals, not DocuBay, control the design and access requirements of such systems.

8. GOVERNMENT SERVICES DELIVERED BY DOCUBAY

8.1 Scope and dependency. DocuBay may deliver certain Government Services directly, subject to your eligibility, authority requirements, timely provision of accurate documents, and payment of official fees.

8.2 Third-party control. DocuBay does not control authority processing times, inspection outcomes, approvals, fines, blocks, rejections, or changes in rules. Where authority requirements change mid-process, your Request may require rework, additional documentation, or additional fees.

8.3 Practical cooperation requirement. You agree to cooperate promptly with information requests, signatures, approvals, and portal steps. Delays in responses can materially delay outcomes and may require resubmission or appointment rebooking.

9. PROFESSIONAL SERVICES DELIVERED BY SERVICE PROVIDERS

9.1 Provider responsibility. Where a Request is assigned to a Service Provider, the Service Provider delivers the Professional Service under its own license and scope, and is responsible for professional conduct, accuracy of work product, regulatory compliance, and performance standards.

9.2 Platform coordination only. DocuBay may facilitate coordination, routing, case tracking, operational communications, and payment routing, but does not guarantee the Service Provider's performance or outcomes determined by third parties.

9.3 Reassignment right. DocuBay may reassign or replace a Service Provider where reasonable for service continuity, quality control, compliance concerns, performance issues, or risk management, including where a Service Provider becomes unavailable, unresponsive, or materially non-compliant.

10. LEGAL SERVICES (NEW AGE LEGAL AND/OR THIRD-PARTY LAW FIRMS)

10.1 Licensed delivery. Legal services displayed on the Platform are provided by New Age Legal and/or other licensed legal service providers engaged as vendors, as applicable.

10.2 No implied legal practice by DocuBay. DocuBay itself does not provide legal advice unless expressly stated in writing and permitted by its license.

10.3 Separate engagement. For certain legal matters, you may be required to sign a separate engagement letter, mandate, scope schedule, or engagement terms with New Age Legal and/or the relevant legal provider. Where such terms apply, they supplement these Terms and govern the legal engagement relationship.

11. INSURANCE SERVICES (IMPORTANT REGULATORY POSITIONING)

11.1 No brokerage by DocuBay. DocuBay is not an insurance broker and does not provide insurance brokerage services.

11.2 Licensed providers only. Any insurance products or services are provided by licensed insurance brokers/intermediaries (Service Providers) and/or insurers.

11.3 Responsibility allocation. DocuBay may facilitate introductions and coordination and may facilitate payments where applicable, but policy issuance, underwriting, endorsements, renewals, and claims handling are conducted solely by the licensed Service Provider and/or insurer. No insurance approval or acceptance is guaranteed.

12. BANKING, CREDIT, AND FINANCIAL FACILITATION

12.1 No bank / no lender. DocuBay is not a bank, lender, or regulated financial institution.

12.2 Bank discretion. Banking outcomes (including account opening, credit approvals, facility limits, and timelines) are determined by banks and relevant institutions, and depend on the bank's onboarding criteria, due diligence requirements, and internal risk decisions.

12.3 Provider delivery. Where banking facilitation services are provided, they are delivered by Service Providers acting under their own licensing status and commercial arrangements.

13. PLANS, SUBSCRIPTIONS, AND PLATFORM FEES

13.1 Plans. DocuBay may offer subscription plans (including Compliance Core and Compliance Pro) providing access to Platform Services and features.

13.2 Plan terms shown at purchase. Subscription fees, inclusions, limits, renewal terms, billing cycles, add-ons, and exclusions will be displayed at checkout, in your workspace, or in plan documentation. You agree that plan terms presented at purchase form part of your subscription arrangement.

13.3 Auto-renewal and cancellation. Subscriptions may renew automatically unless cancelled in accordance with the cancellation terms presented at purchase and/or the Refund & Cancellation Policy. You are responsible for cancelling before renewal if you do not wish to continue.

13.4 Changes and continuity. DocuBay may update plans, features, and pricing prospectively. Where required, DocuBay will provide notice through the Platform and/or email. Continued use after changes become effective constitutes acceptance of the updated plan terms, unless prohibited by law.

14. OFFICIAL FEES, THIRD-PARTY FEES, AND VARIABLE PRICING

14.1 Third-party fees. Many Requests involve third-party fees (e.g., government fees, court fees, embassy fees, bank fees, translation certification fees, courier fees). These fees are generally outside DocuBay's control and may change without notice.

14.2 Estimates are non-binding. Where pricing is variable, estimates or ranges are non-binding until confirmed at the time of submission, booking, or authority payment. If third-party fees change after an estimate, you may need to pay additional amounts to proceed.

14.3 Authority rework and resubmission. If an authority rejects an application, requests additional documents, or requires resubmission, additional work may be required and may attract additional charges depending on service category and circumstances.

15. PAYMENTS, INVOICING, AND TAX

15.1 Payment obligation. You agree to pay all fees due for subscriptions and/or Requests, including official fees and third-party charges where applicable.

15.2 VAT. Fees are generally exclusive of VAT unless stated otherwise. DocuBay will apply VAT where required by law and issue tax invoices where applicable.

15.3 Payment processors. DocuBay may use third-party payment processors. You agree to comply with their terms where applicable, and you acknowledge that payment failures or authentication issues may be outside DocuBay's control.

15.4 Non-payment. DocuBay may suspend Requests, withhold processing, or restrict access if required payments are overdue, incomplete, reversed, or disputed.

16. REFUNDS, CANCELLATIONS, AND CHARGEBACKS

16.1 Policy governs. Refund eligibility depends on the service category, whether work has commenced, and whether third-party fees have been paid. Refunds and cancellations are governed by the Refund & Cancellation Policy published on the Platform and/or website, which forms part of these Terms by reference.

16.2 Non-refundable third-party fees. Certain third-party fees (including government, court, embassy, bank, insurer, and courier fees) are typically non-refundable once paid, regardless of outcome, rejection, or change in client decision.

16.3 Chargebacks. You agree not to initiate chargebacks in bad faith or as a substitute for dispute resolution. DocuBay may suspend accounts, pause active Requests, or restrict future access where chargebacks are initiated fraudulently or abusively.

17. SERVICE TIMELINES AND DELAYS

17.1 Estimates only. Timelines shown on the Platform are estimates unless expressly confirmed in writing. Processing times depend heavily on external authorities, third-party institutions, and your own responsiveness.

17.2 Common delay factors. Delays may occur due to authority processing, third-party verification, incomplete documents, compliance checks, public holidays, system outages, security reviews, appointment availability, changes in requirements, or additional scrutiny based on risk profile.

17.3 Best efforts. DocuBay and Service Providers will use reasonable efforts to progress Requests once complete documentation is received; however, outcomes and authority timelines are not guaranteed.

18. COMMUNICATIONS AND NOTICES

18.1 Consent to electronic communications. You consent to receive communications from DocuBay electronically, including email, Platform notifications, SMS, and operational messaging channels such as WhatsApp where used.

18.2 Deemed receipt. Notices sent to the registered email address on your account will be deemed received when sent, subject to any system bounce-back evidence indicating non-delivery.

18.3 Your responsibility to monitor. You are responsible for monitoring communications and requests for additional documents or approvals. Failure to respond in time may delay or disrupt your Request.

19. INTELLECTUAL PROPERTY

19.1 Ownership. The Platform and its content (including software, workflows, designs, text, templates, trademarks, and other IP) are owned by or licensed to DocuBay.

19.2 Limited license. You are granted a limited, non-exclusive, non-transferable, revocable right to use the Platform for your internal business purposes during your subscription or access period.

19.3 Restrictions. You must not copy, modify, reverse engineer, decompile, scrape, resell, sublicense, or commercially exploit the Platform without written consent.

20. CONFIDENTIALITY

20.1 Mutual confidentiality. Each party must keep the other's confidential information confidential and use it only for Platform use and service delivery purposes.

20.2 Exceptions. Confidentiality does not apply where information is public through no breach, independently developed without reference to the confidential information, or required to be disclosed by law or authority.

21. DATA PROTECTION AND PRIVACY

21.1 Processing posture. DocuBay processes Client Data to deliver Platform Services, coordinate Requests, meet legal obligations, manage risk, prevent fraud, and improve Platform operations.

21.2 Data controllers. DocuBay and each Service Provider may act as independent data controllers for their respective processing activities. In practice, this means:

• (a) DocuBay controls how Platform data is collected and routed;
• (b) Service Providers control how they process data for service delivery under their own compliance obligations; and
• (c) you remain responsible for lawful disclosure and authority to share third-party data.

21.3 Privacy Policy applies. Your use of the Platform is also governed by the Privacy Policy (including cross-border transfers where applicable, retention practices, and your rights).

21.4 Your compliance. You must not upload personal data unlawfully, and you must ensure required consents and legal basis exist before sharing data of employees, owners, and third parties.

22. DISCLAIMERS

22.1 Platform availability. The Platform is provided on an "as is" and "as available" basis. DocuBay does not guarantee uninterrupted availability, error-free performance, or that the Platform will always meet your expectations.

22.2 No approvals guaranteed. DocuBay does not guarantee approvals, outcomes, acceptance, court appointments, bank approvals, insurance underwriting decisions, or authority processing times.

22.3 Third-party reliance. You acknowledge that services rely on third parties, including government and regulatory bodies. You accept that outcomes depend on those third parties' discretion, requirements, and compliance processes.

23. LIMITATION OF LIABILITY

23.1 Liability cap. To the maximum extent permitted by law, DocuBay's aggregate liability arising out of or in connection with these Terms shall be limited to the subscription fees actually paid by you to DocuBay in the twelve (12) months preceding the event giving rise to the claim.

23.2 No indirect loss. DocuBay will not be liable for indirect or consequential losses, including loss of profits, loss of business, loss of goodwill, or reputational harm.

23.3 Mandatory rights. Nothing in these Terms limits liability for fraud or wilful misconduct where such limitation is prohibited by law, or limits mandatory consumer rights that cannot be waived.

24. USER INDEMNITY

You agree to indemnify and hold DocuBay harmless from third-party claims, losses, damages, penalties, and reasonable legal costs arising from your breach of these Terms, unlawful acts, submission of incorrect or forged documentation, or unauthorised disclosure of third-party information.

25. SUSPENSION, TERMINATION, AND ACCOUNT CLOSURE

25.1 Suspension/termination. DocuBay may suspend or terminate access immediately where there is suspected fraud, misuse, compliance or regulatory risk, breach of these Terms, or overdue payments.

25.2 Closure request. You may request account closure subject to outstanding Requests, legal retention requirements, and settlement of any amounts due.

25.3 Survival. Clauses intended to survive termination (including confidentiality, IP, limitation of liability, indemnity, governing law, and dispute provisions) shall survive.

26. CHANGES TO THESE TERMS

26.1 Updates. DocuBay may update these Terms from time to time. Updated Terms will be posted on the website or within the Platform.

26.2 Acceptance by continued use. Continued use after changes become effective constitutes acceptance, unless prohibited by law.

27. GOVERNING LAW & JURISDICTION

27.1 Governing law. These Terms shall be governed by and construed in accordance with the laws of the United Arab Emirates, as applied in the Dubai International Financial Centre (DIFC).

27.2 Jurisdiction. The DIFC Courts shall have exclusive jurisdiction to settle disputes arising out of or in connection with these Terms.

27.3 Language. These Terms are executed in English, which shall prevail in the event of inconsistency.

29. ENTIRE AGREEMENT; SEVERABILITY; ASSIGNMENT; WAIVER

29.1 Entire Agreement. These Terms, together with the Privacy Policy, Cookie Policy, Refund & Cancellation Policy, and any service-specific terms, engagement letters, scope schedules, or mandates referenced herein, constitute the entire agreement between you and DocuBay regarding your access to and use of the Platform, and supersede any prior or contemporaneous discussions, communications, or understandings (whether oral or written) relating to the Platform.

29.2 Severability. If any provision of these Terms is held to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, that provision shall be enforced to the maximum extent permissible (or, if not possible, severed), and the remainder of these Terms shall remain valid and enforceable in full force. The Parties agree that the invalid or unenforceable provision shall be replaced by a valid provision that most closely reflects the original intent and commercial effect.

29.3 Assignment and transfer. You may not assign, transfer, delegate, or novate any of your rights or obligations under these Terms without DocuBay's prior written consent. DocuBay may assign, transfer, or novate these Terms, in whole or in part, to an affiliate, successor entity, or in connection with a merger, acquisition, restructuring, or sale of assets, provided that such transfer does not materially reduce your rights under these Terms.

29.4 No waiver. Any failure or delay by DocuBay to exercise any right, remedy, or power under these Terms shall not operate as a waiver of that right, remedy, or power. A waiver is effective only if in writing and signed (or expressly confirmed) by DocuBay, and any such waiver applies only to the specific instance for which it is given.

30. COMPLAINTS, DISPUTE HANDLING, AND SERVICE ESCALATION PROCESS

30.1 Objective and approach. DocuBay aims to resolve complaints efficiently and fairly through a structured process. Because the Platform includes both (i) Platform Services and Government Services delivered by DocuBay and (ii) Professional Services delivered by Service Providers and/or New Age Legal, the resolution path depends on the nature of the complaint and the responsible party.

30.2 How to raise a complaint. You may raise a complaint by contacting DocuBay through the designated support channels listed in the Contact section. To allow timely handling, you should include, where available: your account/company name, Request reference number, service category, a clear description of the issue, relevant dates, and supporting evidence (screenshots, emails, messages, receipts, or documents).

30.3 Acknowledgement and initial assessment. DocuBay will acknowledge receipt of the complaint within a reasonable timeframe and will conduct an initial assessment to determine whether the complaint relates to:

• (a) Platform Services or Platform performance;
• (b) Government Services delivered by DocuBay;
• (c) Professional Services delivered by a Service Provider; and/or
• (d) Legal services delivered by New Age Legal or another licensed legal provider.

30.4 Escalation to Service Providers / New Age Legal. Where the complaint relates to Professional Services or legal services delivered by a Service Provider and/or New Age Legal, DocuBay may (as a facilitator) route the complaint to the responsible provider and coordinate follow-up. You acknowledge that DocuBay may require the provider's input, supporting records, or authority updates before the complaint can be concluded.

30.5 Practical limitations. You acknowledge that certain outcomes may not be reversible once third-party submissions are made (e.g., authority filings, court bookings, embassy submissions, bank onboarding submissions, insurer underwriting submissions, payment of official fees). In such cases, DocuBay may focus on clarifying next steps, corrective action where possible, and applicable refund/cancellation handling in line with the Refund & Cancellation Policy.

30.6 Good faith and conduct. You agree to engage in the complaints process in good faith. DocuBay may restrict communications or require communications to occur in writing where conversations become abusive, harassing, or threatening. Nothing in this clause limits DocuBay's right to suspend accounts for misuse or fraud under these Terms.

30.7 Legal disputes. If a complaint cannot be resolved operationally, the dispute resolution and jurisdiction clause in these Terms applies. Where the complaint relates to a legal engagement delivered by New Age Legal and subject to an engagement letter or mandate, the dispute handling provisions in that engagement document may also apply.

31. THIRD-PARTY LINKS, INTEGRATIONS, AND TOOLS

31.1 Third-party websites and links. The Platform may contain links to third-party websites, portals, or services (for example, authority portals, bank portals, insurer portals, courier booking pages, payment gateways, identity verification pages, or partner websites). Such links are provided for convenience only. DocuBay does not control third-party sites and does not accept responsibility for their content, availability, security, or practices.

31.2 Third-party tools used within the Platform. To operate the Platform and improve performance, DocuBay may use third-party tools and service providers, including but not limited to:

• (a) payment processors and fraud-prevention tools;
• (b) analytics tools (e.g., Google Analytics or equivalent);
• (c) advertising and conversion tools (e.g., Meta Pixel, LinkedIn Insight Tag, and similar tracking technologies);
• (d) customer experience tools (e.g., Hotjar, session recordings, heatmaps, error logging);
• (e) communications tools (email delivery, SMS, WhatsApp messaging providers, support chat); and
• (f) identity verification or access tools where applicable.

31.3 Consent and cookies. Where these tools use cookies or similar technologies, your consent and preferences will be managed in accordance with the Cookie Policy and any cookie banner or preference centre made available on the Platform or website. You acknowledge that disabling certain cookies may impact functionality, performance, analytics accuracy, or the relevance of marketing communications.

31.4 Processor terms. Where you make payments, you may also be subject to the terms of third-party payment processors. DocuBay is not responsible for downtime, authentication failures, or interruptions caused by third-party processors, banks, or card networks, but will use reasonable efforts to support issue resolution where it reasonably can.

31.5 Security and availability disclaimer. Third-party tools and integrations may experience outages, updates, or changes in requirements. DocuBay does not guarantee uninterrupted availability of third-party services and is not liable for delays or disruptions caused solely by third parties, subject always to applicable law and any mandatory rights.

32. CONTACT

For support or legal notices: legal@docubay.ae