Service Delivery Policy

Last updated: [02 September 2026]

1. Nature of our services

1.1 We provide professional consultancy and advisory services. We do not sell or ship physical goods. Deliverables such as reports, advice, filings and documents are provided electronically, in meetings, or in hard copy where agreed.

1.2 This Policy is issued in line with Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means, Federal Law No. 15 of 2020 on Consumer Protection, and Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services.

2. Payment confirmation

2.1 You will receive an instant electronic payment notification by email once your card is debited.

2.2 We will send a payment acknowledgement or tax invoice to your registered email address within four (4) working days.

3. When service delivery starts

We begin work only when all of the following are complete:

• the scope and fee are confirmed in writing (quotation, proposal or engagement letter);
• payment, or the agreed advance, is received in cleared funds;
• Customer Due Diligence is completed to our satisfaction, including identity, Ultimate Beneficial Owner and sanctions screening, as required by Federal Decree-Law No. 10 of 2025 and Cabinet Resolution No. 134 of 2025;
• you have provided the information and documents we need to begin.

If due diligence cannot be completed, we will not start the service and the Pricing, Payment and Refund Policy will apply.

4. Delivery timelines

4.1 We offer a wide range of services, and each may take a different time depending on its scope and circumstances. There is no single standard delivery time. The expected timeline for your engagement will be stated in your quotation or engagement letter.

4.2 Timelines are estimates. They may be extended where:

• information or documents from you are late, incomplete or inaccurate;
• government authorities, banks or other third parties take longer than expected;
• additional due diligence or verification is required;
• the scope of work changes at your request;
• events beyond our reasonable control occur.

We will inform you promptly of any expected delay.

5. Basis of our deliverables

Our deliverables are based on the information, explanations, clarifications, documentary evidence and other documents you provide. You are responsible for their accuracy and completeness. We are not responsible for errors resulting from incorrect or incomplete information supplied to us.

6. Method of delivery

6.1 Deliverables are sent to the registered email address you provide, through a secure file-sharing link or client portal, or handed over in person at our office, as agreed.

6.2 Delivery is complete when the deliverable is sent to your registered email address or portal or handed over to you or your authorized representative. Please keep your contact details up to date and inform us immediately of any change.

6.3 Electronic deliverables, records and communications have the same legal effect as paper documents under UAE law.

7. Restrictions on delivery

We will not deliver services to, or for the benefit of, any person or entity designated on the UAE Local Terrorist List, the UN Consolidated List or other sanctions lists we screen against, or to persons located in countries subject to comprehensive sanctions. We may suspend delivery at any time where required by UAE AML, counter-terrorist financing or sanctions law, without liability.

8. Queries and complaints

If you have not received a deliverable or have a concern about our service, please contact info@sundubai.net. We will acknowledge your complaint within [3] working days and aim to resolve it within [15] working days. If you are a consumer and are not satisfied, you may also contact the Dubai Department of Economy and Tourism (Consumer Protection).