The procedure

How a UORA case works

UORA runs one procedure. It is conducted on documents, in writing, through a case page, and it ends in a binding arbitral award that a party may take to the Dubai Court of Appeal for ratification under Article 55 of Federal Law No. 6 of 2018. This page sets out every step, the period that applies to it, and what each party receives at that step.

The procedure is contractual. It runs only where the contract between the two parties expressly incorporates the UORA Rules by version and date. P L M Portal L.L.C. operates the platform and acts as delegated person for limited procedural purposes: it checks that a submission is complete, issues and serves the standard-form notices on the claimant's behalf, maintains the Service Log, issues Certificates of Service and designates the arbitrator from the Roster. It does not assess the merits and it does not decide anything. The arbitrator decides, independently.

Documents only Sole arbitrator Seat: Dubai, United Arab Emirates English, with an Arabic version of the award

When these Rules apply

  • The contract between the parties incorporates the UORA Rules by their version and date.
  • The dispute concerns a public review about the goods or services supplied, the premises, or the other contracting party.
  • The claimant is one of the contracting parties, or an assignee notified under Rule 9.

If the Rules are not expressly incorporated, they do not apply and no case can be opened.

What UORA charges

The two fees are set out in full on the pricing page.

Stage 1 covers the Cure Notice stage; Stage 2 covers the arbitration, from the Request for Arbitration to the award. The claimant pays both. Fees are non-refundable, except where a case is rejected at screening. The arbitrator receives no remuneration from PLM and charges the parties nothing, unless their own contract provides otherwise (Rules 13.2).

How the periods are counted

Every period is calculated in Dubai time (UTC+4) and every document states it in the form DD-MM-YYYY at HH:mm (Dubai time). A period runs from the moment a document is transmitted, not from the moment it is opened. Days are calendar days unless the step says business days.

The twelve steps

The party who brings the case is the claimant. The party who published the review is the posting party, and becomes the respondent once arbitration is commenced. Both are told the same things at the same time, and every document served on one is placed on the case page of both.

  1. Day 0 — the claimant files

    Claim form and Stage 1 fee

    The claimant submits, through the platform: the signed contract incorporating these Rules, or the signed page carrying the incorporation clause; screenshots and links sufficient to identify the review; the contractual contact details of the posting party; the track selected and a short statement of why; and the cure requested — amendment, correction or removal. The Stage 1 fee is paid at this point.

    Claimant
    A case number, a case page, a receipt for the Stage 1 fee, and its own submission rendered as a dated document (Request to Open a Cure Notice File), which is kept on file as an exhibit.
    Posting party
    Nothing. The posting party is not contacted at this stage.
  2. Within 2 business days of a complete submission

    Screening

    PLM checks that the submission is complete and that the contract produced does incorporate these Rules. That is the whole of the check: no view is taken on whether the review is true, fair or non-compliant. Where the submission does not evidence a contract incorporating these Rules, PLM declines to issue a Cure Notice.

    Claimant
    Either a request for the missing item, or notification that the Cure Notice has been issued. If the case is rejected at screening, the Stage 1 fee is refunded — this is the only circumstance in which a fee is returned.
    Posting party
    Nothing yet.
  3. 48 hours to cure, from effective service

    Cure Notice served

    PLM issues the Cure Notice as delegated person, for and on behalf of the claimant, and serves it on the contractual contact details — by email, by SMS and by WhatsApp — and places it on the case page. The 48 hours run from the first transmission. Cure means amending the review to include the missing particulars, correcting the challenged allegation, or removing the review or the challenged part of it, so far as that is within the posting party's control.

    Posting party
    The Cure Notice, stating the track, what is said to be wrong, what cure is requested and the exact deadline in Dubai time; a link to its own case page and a one-time code to open it. It may confirm cure or state its position there. A statement of position at this stage is not a Statement of Defence and does not give up the right to file one later.
    Claimant
    A copy of the Cure Notice, a Certificate of Service, and a Notification of Cure Notice Issuance recording each channel used, the exact time of each transmission and the effective time of service.
  4. When the 48 hours expire

    The claimant verifies

    The claimant looks at the review and records on the case page whether it was cured, with a dated screenshot. Three outcomes follow. Cured and accepted: the file closes. Cured but disputed: the claimant may request arbitration under Track B within 7 calendar days. Not cured, refused, or no response: the case moves to the Election Notice.

    Claimant
    Its Confirmation of Non-Cure, with the screenshot attached, rendered as a dated document and kept as an exhibit.
    Posting party
    Nothing is served at this step. The verification is recorded, not sent.
  5. A further 24 hours, from effective service

    Election Notice served

    On the claimant's confirmation of non-cure, PLM serves an Election Notice on the same three channels. It states that arbitration will be commenced unless the review is cured within 24 hours of effective service, or the posting party states its position in writing, and that if the posting party stays silent the arbitration may be commenced and may proceed on the evidence available.

    Posting party
    The Election Notice, with the final cure deadline stated in Dubai time.
    Claimant
    A copy of the Election Notice and a Certificate of Service.
  6. The election stays open for 30 calendar days

    The claimant elects arbitration and pays Stage 2

    When the 24 hours expire the claimant verifies again, as it did after the Cure Notice. If the review is still not cured, the option to commence arbitration opens. Arbitration is then commenced by the claimant's election on the platform and payment of the Stage 2 fee. Nothing commences automatically: if the claimant does not elect within the 30 days, the file lapses and the case closes.

    Claimant
    A receipt for the Stage 2 fee, and a Request for Arbitration composed from the file for the claimant to read and sign.
    Posting party
    Nothing until the Request for Arbitration is served.
  7. On payment, the same day

    Request for Arbitration served

    The Request for Arbitration is served on the same contact details and made available on both case pages. It encloses the contract and the incorporation clause; the Cure Notice, the Election Notice, every Certificate of Service and the Service Log; the review evidence; the track pleaded and the relief sought; and the evidence relied on. It stands as the Statement of Claim unless Procedural Order No. 1 directs otherwise. From this point the posting party is the respondent.

    Respondent
    The Request for Arbitration and every enclosure listed above — the complete case against it, in one service.
    Claimant
    A Certificate of Service for the Request for Arbitration.
  8. 3 calendar days to object, from service of the acceptance

    Arbitrator appointed and accepts

    PLM designates a sole arbitrator from the Roster who has no relationship with either party. After conflict checks the arbitrator either accepts in writing, by an Acceptance of Appointment and Statement of Independence under Article 10 of the UAE Arbitration Law, or declines — in which case another Roster member is designated. Being on the Roster is not advance consent to act in any case. Each party then has 3 calendar days to object, giving reasons. Absent an objection, the tribunal is constituted when that period expires.

    Both parties
    The arbitrator's Acceptance of Appointment and Statement of Independence. Service of that document is what opens the objection window.
  9. 3 calendar days to defend, then 2 calendar days to reply

    Procedural Order No. 1

    The arbitrator issues Procedural Order No. 1, which fixes the timetable, the addresses for communications, and the language. The default procedure is documents only; the arbitrator may order a short remote hearing of no more than 30 minutes where due process requires it. No communication with the tribunal by one party alone is permitted: everything sent to the arbitrator is made available to both parties.

    Respondent
    Procedural Order No. 1 and a Certificate of Service, and 3 calendar days from effective service to file a Statement of Defence through the case page, with its evidence.
    Claimant
    The same order and certificate, the defence when it is filed, and 2 calendar days after service of the defence to file a reply if it wishes. If no defence arrives, the claimant files a confirmation to that effect and the arbitrator may proceed on the evidence available, while still ensuring a fair opportunity to be heard.
  10. Within 10 calendar days of the final submission deadline

    The award

    The arbitrator issues a reasoned award in English with an Arabic version, signed by electronic signature under Federal Decree-Law No. 46 of 2021. It records the track, the service and the opportunity to cure, the findings and the relief. The period is extendable only where fairness requires it.

    Both parties
    The award, served by email with the award attached and placed on both case pages, with notification by SMS and WhatsApp, and a Certificate of Service. The award carries a unique identifier, a SHA-256 hash and a verification address at which any recipient can confirm that the copy in their hands is the document that was issued.
  11. 48 hours to comply, from effective service of the award

    Compliance

    The operative orders take effect on service. The respondent has 48 hours to do what the award requires — remove or amend the review where that is within its control, or submit a takedown or correction request to the platform and produce proof that it did so.

    Respondent
    An instruction stating precisely what must be done and by when, in Dubai time.
    Claimant
    A prompt, when the 48 hours expire, to record on the case page whether the award has been complied with, with a dated screenshot. If it has, the case closes there.
  12. No fixed period — the claimant files when it chooses

    Court bundle and ratification

    Where the award is not complied with, the claimant downloads a filing bundle from the case page: the petition to the Dubai Court of Appeal in English and Arabic, the award, the contract and its incorporation clause, every notice, every Certificate of Service, the Service Log, the review evidence and the identity documents — numbered, listed with their hashes, with notes on how to file. Ratification is what makes the award enforceable through the Dubai Courts; execution is a separate application afterwards.

    Claimant
    The bundle and the petition, and a takedown or correction letter to the platform enclosing the award, in the wording for that platform.
    Respondent
    Nothing new is served. Everything in the bundle was served on the respondent when it was issued and remains on its case page.

Track A and Track B

Every case is brought on one track or both. The track decides what the arbitrator has to determine, and what counts as a cure.

Track A — Minimum Particulars

Track A is about specificity, not truth. Under the clause, a party who publishes a public review must include at least one objective factual anchor: a brief factual description of the specific incident, and an approximate date or time reference. A review consisting only of general characterisations — "very bad", "terrible", "unsafe", "scam" — with none of that is Non-Compliant Review Content.

The arbitrator determines whether the content is Non-Compliant Review Content; whether the Cure Notice was served and cure was provided inside the cure period; and what proportionate remedy follows, which may include permission to repost a review that does comply.

Cure on Track A: add the missing particulars, or remove the review.

Track B — Factual accuracy

Track B is about truth. It is the route where a review makes specific factual allegations that the claimant says are materially false or materially misleading, or that are unlawful or unlawfully infringe privacy.

The arbitrator identifies the challenged allegations, separates fact from opinion, determines whether the factual ones are materially false, materially misleading, unlawful or an unlawful infringement of privacy, and orders a proportionate remedy. Opinion, however unwelcome, is not decided against.

Cure on Track B: correct the challenged allegation, or remove it.

Points that apply to both tracks
  • A claim may plead both tracks at once.
  • The party asserting a fact bears the burden of showing it on the balance of probabilities.
  • Track B is also the route where the posting party did cure but the claimant says the cure was inadequate. Arbitration must then be requested within 7 calendar days.
  • The Rules do not prohibit negative reviews. They set a minimum standard of specificity and factual integrity, and that standard binds the provider exactly as it binds the customer. Either party can be the claimant.

What an award can order

An award binds only the two contracting parties. It does not bind any platform: no arbitrator can order Google, Airbnb or Tripadvisor to do anything. What a party can be ordered to do is what is within that party's own control.

Relief available to the arbitrator under Rules 10 and 11.
What may be ordered On what condition
Amendment of the review to add Minimum Particulars Available in any case where the review lacks them.
Correction of identified factual allegations Where the allegations are found materially false or materially misleading.
Removal of Non-Compliant Review Content So far as removal is within the posting party's control.
Submission of a takedown or correction request to the platform, with proof Where the posting party can make such a request but cannot itself remove the content.
Permission to repost a review that complies Track A, where the arbitrator considers it proportionate.
Liquidated damages Only in the amount the parties themselves fixed in their contract.
Arbitration costs Only in the amount the parties themselves agreed, and subject to apportionment.
Reasonable court fees actually incurred for recognition or enforcement On proof of what was actually paid.
Interest At the rate agreed in the contract, from the date the contract states or from the date of the award.
These figures are not UORA's prices

Liquidated damages, costs and interest are amounts the two parties agreed with each other in their own contract, and an award orders one party to pay them to the other. UORA is not a party to them and receives none of them. What UORA charges is the Stage 1 and Stage 2 fee stated above, and nothing else. Where the contract fixes no monetary remedy, none can be awarded.

The amounts are set by the parties when they adopt the clause. The clause page shows what a given set of figures reads as, in English and Arabic, before anything is signed.

Service, certificates and silence

Service is the hinge of the whole procedure, because every period runs from it. The parties agree in the clause how it works, and the Rules state it precisely.

Transmission to any one contact effects service — Rules 5.4

Transmission of a notice or document to any one of the contact details the parties gave in their contract — the email address, the mobile number by SMS, or the WhatsApp number — is valid and effective service for the purposes of the Rules and Article 24 of the UAE Arbitration Law, whether or not a delivery confirmation comes back and whether or not the recipient opens the message. Service is effective at the time of the first such transmission, as recorded in the Service Log, and every period runs from that time.

Delivery, open and read confirmations are recorded on every channel and stated in the Certificate of Service as corroboration of receipt. They do not move the effective time of service, either forward or back.

Where every channel attempted returns a failure report, service is not effective. PLM notifies the claimant and the tribunal if one is constituted, the claimant may supply alternative contact details, service is attempted again and a fresh Certificate of Service is issued.

Every document served produces a Certificate of Service, numbered in sequence for the case, naming the document, each channel used, the exact time of each transmission and the effective time of service. The Service Log holds every attempt and every provider response for the life of the case, and both are included in the court bundle. Each document also carries a unique identifier and a SHA-256 hash, and can be checked against the verification page.

Silence is not an admission — Rules 6.2

A party who does not answer is not treated as having admitted anything. Silence has procedural effect only: the process continues without that party's participation. If a party files no defence, produces no documents and does not appear, the arbitrator may decide on the evidence that is available, and must still ensure the absent party had a fair opportunity to be heard. Nothing is decided against a party merely because it said nothing; it is decided on what the other party proved.

Read further

The UORA Rules The clause to put in a contract Fees The Roster