Terms & Conditions

01Acceptance of Terms

By visiting amerjumeirah.com, contacting us by phone, WhatsApp or e-mail, or submitting any application, document or payment to Amer Lounge Jumeirah, you confirm that you have read, understood and agreed to these Terms & Conditions and to our Refund Policy.

If you do not agree with any part of these Terms, please do not use our website or request our services.

02Definitions

• “Centre”, “we”, “us”, “our” — Amer Lounge Jumeirah, a government transaction service centre licensed to operate in the Emirate of Dubai, United Arab Emirates.
• “Customer”, “you”, “your” — any individual, company, establishment or authorized representative requesting our services.
• “Authority” — any UAE federal or Dubai government entity to which an application is submitted, including GDRFA (General Directorate of Residency & Foreigners Affairs), ICP, MOHRE, DHA, DET/DED, Tawjeeh, courts and notary departments.
• “Government Fees” — the official fees, charges and levies prescribed by the relevant Authority and collected on its behalf.
• “Service Charges” — the Centre’s own typing, processing, translation, PRO and handling charges.
• “Application” — any transaction typed, prepared, submitted or followed up by the Centre on your behalf.

03Nature & Scope of Our Services

Amer Lounge Jumeirah operates as an authorized service and typing centre. We prepare, type and submit applications to the relevant Authority on your behalf and follow them up through the official government systems.

Our services include, without limitation:

• MOHRE typing — labour contracts, offer letters, work permits and related documentation
• Emirates ID services — new applications, renewals, address updates and biometric registration support
• DHA medical typing — visa medical, fitness and pre-employment applications
• Legal translation of official documents
• DED / Dubai Economy & Tourism services — trade licences, trade names, approvals and renewals
• MOHRE Tawjeeh orientation classes
• GDRFA and ICP residency, entry permit and visa-related transactions

Any advice or information given by our staff is provided in good faith on the basis of the rules in force at that time. Government rules, fees and procedures change frequently and without notice; such information does not constitute legal advice and is not a warranty of any outcome.

04Customer Responsibilities

You are solely responsible for the information and documents you provide. By requesting a service you confirm that:

1. All information you supply — names, spellings, passport and Emirates ID numbers, dates, salary, job title, addresses and contact details — is complete, accurate and truthful.
2. All documents you submit are genuine, valid and not tampered with, forged or altered in any way.
3. You hold the legal right and authority to submit the application, and where you act for another person or a company you hold the necessary authorization.
4. You will review the typed draft, application form or translation and confirm its correctness before it is submitted to the Authority.
5. You will keep your contact details current and respond promptly to requests for additional documents or clarification from us or the Authority.
6. You will attend, on time, any appointment booked on your behalf — including medical fitness, biometrics and Tawjeeh sessions.

Submitting false information or forged documents to a UAE government authority is a criminal offence. The Centre accepts no liability whatsoever for the consequences and reserves the right to refuse or discontinue service and to report the matter to the competent Authority.

05Fees, Payments & VAT

Our invoices are made up of two distinct components:

• Government Fees are fixed by the Authority and may change at any time without prior notice. Any increase applying to your Application is payable by you.
• Service Charges are quoted before work begins. Quotations are estimates valid for the transaction described; additional steps, urgent processing, extra pages, re-submissions or unforeseen Authority requirements are charged separately and communicated to you.
• Applicable Value Added Tax (VAT) at 5% is charged on Service Charges in accordance with UAE VAT legislation. Government Fees collected on behalf of an Authority are treated as disbursements.
• Full payment is required before an Application is submitted or a document is released, unless a written credit arrangement exists.
• An official receipt or tax invoice is issued for every payment. Please always obtain and retain it — it is required for any follow-up, claim or refund request. We do not accept liability for payments made without a receipt or made to any person or account other than those officially notified by the Centre.
• Where a payment is made by card, cheque or bank transfer, any bank charge, transfer cost or currency difference is borne by you. Returned or dishonoured cheques may attract a handling charge.

06Processing Times

Any turnaround time we mention — whether verbally, on this website, or in a message — is an indicative estimate based on normal Authority processing. It is not a contractual commitment.

Processing may be delayed by circumstances outside our control, including Authority workload, system downtime or maintenance, security and background checks, additional document requests, medical or biometric appointment availability, public holidays, and changes in law or procedure. The Centre is not liable for any delay caused by an Authority or by a third party.

07Application Outcomes

Approval or rejection of any Application is at the absolute and sole discretion of the competent Authority. The Centre gives no guarantee, express or implied, that any Application will be approved, or approved within a particular period.

Where an Application is rejected, the Authority is not always obliged to disclose its reasons. We will inform you of the outcome and of any information made available to us, and we will advise you on the options for re-application where these exist. Government Fees already paid to an Authority for a submitted Application are not refundable by us in the event of rejection — see our Refund Policy.

08Documents & Collection

• Original documents are accepted only where genuinely required for a transaction and are recorded on your receipt. Wherever possible we work from clear copies.
• Completed documents and originals must be collected within 30 days of our notification that they are ready. After that period the Centre may return them to the issuing Authority, archive them, or dispose of them in accordance with applicable law, and accepts no liability for documents left uncollected.
• Documents are released only to you, or to a representative you have authorized in writing, on production of valid identification and the original receipt.
• The Centre is not responsible for loss, damage, delay or non-delivery of documents once they are in the custody of an Authority, a courier or any other third party.
• We may retain copies of documents and records for the period required by UAE law and by the Authorities.

09Fines & Penalties

All government fines, penalties, overstay charges, late-renewal charges and re-application fees arising in connection with your Application are your sole responsibility, including where they arise because you provided information or documents late, missed an appointment, or did not act on our notification within the time required by the Authority.

Reminders about expiry or renewal dates, where given, are a courtesy only. Monitoring the validity of your visa, Emirates ID, permit, licence or any other document remains your responsibility at all times.

10Cancellation & Refunds

You may cancel a requested service at any time by written notice to us. The consequences of cancellation, the cases in which a refund is available, and the procedure for claiming one are set out in full in our Refund Policy, which forms an integral part of these Terms.

In summary: Government Fees become non-refundable once submitted to or paid into an Authority’s system, and Service Charges become non-refundable once work on your transaction has commenced.

The Centre may decline or discontinue a service — and will then refund any Government Fees not yet submitted — where the request is unlawful or improper, where required documents are not provided, where information given proves false, where payment is not made, or where the conduct of the Customer towards our staff is abusive or threatening.

11Data Protection & Privacy

To deliver our services we must collect and process personal data, including identity, passport, residency, contact, employment, medical-application and, where relevant, biometric-appointment information.

We process this data solely for the purpose of preparing, submitting and following up your Application, issuing invoices and receipts, communicating with you, and meeting our legal and regulatory obligations. In doing so your data is shared with the relevant Authority and its official systems and, where necessary, with authorized third parties such as approved medical centres, translators, notaries and typing systems.

• We do not sell, rent or trade your personal data, and we do not use it for marketing without your consent.
• We apply reasonable administrative, physical and technical safeguards to protect your data, and restrict access to staff who need it to perform their duties.
• We retain data and records for as long as required to complete the service and thereafter for the period prescribed by UAE law.
• Personal data is handled in accordance with applicable UAE law, including Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data and the requirements of the Authorities we deal with.
• You may request access to, or correction of, the personal data we hold about you by writing to info@amerjumeirah.com. Some data cannot be amended or deleted where retention is required by law or by an Authority, or where a transaction is already submitted.

Messages you send us by WhatsApp, e-mail or the website contact form are transmitted over third-party platforms whose own terms and privacy practices apply. Please do not send sensitive information through channels you are not comfortable using.

12Confidentiality

We treat your documents, personal data and transaction details as confidential and disclose them only to the relevant Authority, to authorized third parties required to complete your service, to your authorized representative, or where disclosure is required by law, a court order or a competent Authority.

13Website Use

The content of this website is provided for general information only. While we take care to keep it accurate and current, government fees, requirements and procedures change frequently, and nothing on this site constitutes legal advice or a binding offer. Please confirm the current requirements with us before acting.

You agree not to use this website to transmit unlawful, misleading or harmful content, to attempt unauthorized access, to interfere with its operation or security, or to copy or extract its content by automated means. Links to third-party websites are provided for convenience; we do not control and are not responsible for their content or practices.

14Intellectual Property

All content on this website — including text, layout, graphics, logos, icons, images and code — is the property of Amer Lounge Jumeirah or its licensors and is protected by applicable intellectual-property law. It may not be reproduced, republished, distributed or used commercially without our prior written consent. Government forms, emblems and official documents remain the property of the respective Authority.

15Limitation of Liability

To the fullest extent permitted by UAE law:

• The Centre’s services are provided with reasonable professional skill and care, but without any warranty as to the outcome of any Application.
• The Centre is not liable for any loss, cost, delay, fine or damage arising from: the rejection, suspension or delay of an Application by an Authority; incorrect, incomplete or false information or documents provided by you; a missed appointment or deadline; changes in government law, fees or procedure; Authority or third-party system failure; or any act or omission of an Authority, courier, medical centre or other third party.
• The Centre is not liable for indirect, incidental, special or consequential loss of any kind, including loss of profit, business, employment, opportunity or reputation.
• Where the Centre is found liable for a demonstrable error of its own, its total liability is limited to re-performing the affected service at no further Service Charge, or refunding the Service Charges paid for that specific transaction, whichever we consider appropriate. Government Fees already paid to an Authority are excluded.

Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited under UAE law.

16Force Majeure

The Centre is not liable for any failure or delay in performing its obligations caused by events beyond its reasonable control, including government action or directive, changes in law, closure of Authority services or systems, IT or network failure, power outage, fire, flood, epidemic, civil unrest or natural disaster.

17Complaints

If you are not satisfied with any aspect of our service, please raise it with us first — most matters are resolved quickly. Send the details, together with your receipt or transaction number, to info@amerjumeirah.com or speak to the branch supervisor. We aim to acknowledge every complaint within 2 working days and to provide a substantive response within 7 working days.

If the matter concerns a decision taken by an Authority, it must be pursued through that Authority’s own channels; we will assist you with the process where we can.

18Amendments

We may amend these Terms & Conditions at any time to reflect changes in law, government procedure or our own practice. The revised version takes effect when published on this page, and the “last updated” date above will change accordingly. The Terms in force at the date you request a service govern that service. Please review this page periodically.

19Governing Law & Jurisdiction

These Terms & Conditions are governed by and construed in accordance with the federal laws of the United Arab Emirates and the applicable laws of the Emirate of Dubai. Any dispute that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the Courts of Dubai.

If any provision of these Terms is held invalid or unenforceable, the remaining provisions continue in full force and effect.

20Contact Us

For any question about these Terms & Conditions, or about a transaction in progress, please contact us: