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Refund Policy

This policy explains how our fee is structured, what is refundable, what is not, and how to ask for a refund. It forms part of our Terms of Service.

1. How our fee is structured

What you pay for a case is made up of two separate things:

  • Government, municipality, trustee, surveyor and translation fees. These are set by the relevant authority or third party, not by us. We pass them on at cost.
  • The Cendale service fee. This is our fixed fee for reviewing your documents, preparing your case and routing the submission. It is shown on every service page and confirmed to you before you pay.

All fees exclude 5% VAT.

2. Government and third-party fees

Once a fee has been paid to a government authority, a registration trustee, a surveyor or a legal translator, it is not refundable to us, and therefore not refundable to you — including where the application is subsequently rejected. That is the authority’s rule, not ours.

If you cancel before we have paid the fee on your behalf, the amount is returned to you in full.

3. The Cendale service fee

Refundable in full where:

  • You cancel before we have begun work on your case.
  • We are unable to complete the service because of an error or failure on our side.
  • We determine, after intake, that we cannot act on your case at all — for example because it falls outside what we are licensed to do.

Not refundable where:

  • The work has been completed and the file has been prepared and submitted.
  • The application is rejected, or is delayed, because of documents or information you provided that were inaccurate, incomplete, expired or not authentic.
  • You change your mind after the case has been submitted.
  • The authority declines the application for reasons connected to the facts of your case rather than to our preparation of it.

Where we have done part of the work and the case then stops for a reason on your side, we may refund the balance of the service fee, less the work already carried out. We tell you the amount before we process it.

4. Free and credited services

  • Case routing is free. We tell you what your case is, which route it takes and what documents it needs at no cost. There is nothing to refund.
  • The Free Case Finder is free.
  • Where a triage or readiness fee is stated as credited against a subsequent case, that credit is applied to the onward case. It is a credit, not a cash refund.

5. Where a case is routed to another desk

If your case turns out to belong to a different Cendale desk — a transfer, a gift, a succession or a power of attorney — we tell you before you pay us. Where you have already paid a titledeed.ae fee and the case moves, we either credit the fee to the onward case or refund it. You do not pay twice for the same work.

6. How to request a refund

Email [email protected] with your case reference and the reason. We respond within 2 working days. Where a refund is due, it is processed within 7 working days, back to the original payment method.

7. Chargebacks

If you believe a charge is wrong, please contact us first. Raising a chargeback with your bank before contacting us delays the resolution and, where the charge relates to a government fee already paid on your behalf, we will contest it with evidence of the payment.

8. Contact

[email protected] · +971 4 547 0055

Cendale Documents Clearing Services FZCO · Trade Licence 78065 (Dubai Silicon Oasis) · VAT Registration 105334659700003

Registered address: Building A1, Dubai Digital Park, Dubai Silicon Oasis, Dubai, United Arab Emirates. · +971 4 547 0055

Operational address: 2604, Aspect Tower, Business Bay. · +971 50 336 6685 · [email protected]