Our no-fluff guarantee

Setting up a UAE company is a serious decision. If we get our part of it wrong, you don’t pay for our part of it. This page explains exactly what we cover, what we don’t, and how a refund works.

1. What’s covered

• Errors in the formation paperwork that are clearly attributable to StartSmart — wrong entity type, wrong jurisdiction, wrong registered address, typos on the licence that we filed.
• Failure to file documents we committed to filing, where you supplied your information correctly and on time.
• Setup delays beyond our control — government processing times, bank decisions, visa medicals — are not covered, but we’ll keep you informed and push back where reasonable.

2. What’s not covered

• Government and authority fees (passed through at cost — we never marked them up, and they’re refunded by the authority on their own rules).
• Outcomes that depend on government decisions — visa approval, bank approval, licence issuance time.
• Customer-supplied errors — wrong passport copy, mismatched signatures, address typos you provided.
• Changes of mind unrelated to a defect in our service.
• Restructuring or amendments after formation is complete — those are paid services.

3. How to claim

1. Email info@startsmart.ae within 14 calendar days of the formation date (or our attempted formation date, whichever is earlier).
2. Tell us what went wrong and what you’d like fixed.
3. We respond within 5 business days. If the issue is our fault, we fix it for free or refund the StartSmart-fee portion (excluding pass-through government fees).

4. Refund mechanics

• Refunds are issued via the original payment method where possible, or by bank transfer where not.
• The refund is for the StartSmart service fee on the formation portion only. It does not cancel any ongoing subscription unless you separately request cancellation.
• The refund is the entire remedy under this guarantee. We don’t pay for indirect or consequential losses.

5. Subscriptions

A refund under this guarantee does not cancel your ongoing Grow or Operate subscription. To cancel an ongoing subscription, email us at least 30 days before the next renewal date.

6. Changes to this guarantee

We may update this guarantee. The version in force when your formation was filed continues to apply to that formation — changes don’t apply retroactively to claims that have already arisen.

7. Limits

This guarantee does not replace any rights you have under UAE consumer-protection law or your home-country law. It also doesn’t cap your other contractual rights under our terms of service.

This page is a starting point and is subject to legal review before launch.