Terms of Service

UORA — TERMS OF USE

Version: 2.1

Status: In force from 29 September 2026, the Arabic version having been published alongside this one at https://uora.ae/terms/ar.

Effective date: 29 September 2026

Operator: P L M Portal L.L.C., Dubai, United Arab Emirates (trade licence no. 1473120)

Published at: https://uora.ae/terms

This version supersedes Version 2.0 of 28 September 2026.

One section below is in force and binding separately, at version 1.0: the SMS Terms, which apply to every text message UORA sends. They are not part of the Terms below — their wording is pinned to that version inside the platform, so it cannot move without a new version number, which is what a carrier vetting a messaging campaign relies on.

Sections 1 to 32 are in force and binding from 29 September 2026, the Arabic version having been published alongside this one at uora.ae/terms/ar, as Article 26 of Federal Law No. 15 of 2020 on Consumer Protection requires of a contract with a consumer. Section 17 now governs a listing in the Clients section, replacing the separately-versioned text that did so until today.

S.1 Who sends these messages. Text messages are sent by UORA, the online review-dispute arbitration platform operated by P L M Portal L.L.C., Dubai, United Arab Emirates (trade licence no. 1473120).

S.2 What the messages are. Every text message UORA sends is transactional and relates to a specific arbitration: a notice the UORA Rules require to be served on a party, a one-time code used to open a case file, a reminder that a period is running, or confirmation that a document has been issued. UORA sends no marketing or promotional messages of any kind.

S.3 How your number reaches UORA. A telephone number is given to UORA in one of two ways: you supply it when you open an account or file a claim, or it is a contact detail stated in an agreement between you and another party whose contract adopts the UORA Rules. UORA does not buy, rent, harvest or otherwise acquire telephone numbers, and does not message a number that reached it in any other way.

S.4 Frequency. Message frequency varies and depends on what happens in a case. A case that ends at the cure stage may produce two or three messages in total; one that runs to an award may produce a dozen over several weeks. UORA does not send recurring messages on a schedule.

S.5 Cost. Message and data rates may apply. UORA does not charge for text messages; your mobile carrier may, according to your plan.

S.6 Stopping messages. Reply STOP to any message to stop receiving text messages from UORA. You will receive one confirmation and nothing further. Reply START to begin receiving them again. Reply HELP for help, or write to support@uora.ae.

S.7 What STOP does not do, and this matters. Stopping text messages stops the text messages. It does not withdraw you from an arbitration, pause a period that is running, or prevent a document being served on you. Under the UORA Rules a notice is served effectively when it is transmitted to any one of the contact details held for you — e-mail, telephone or WhatsApp — so service continues by the other channels, and a deadline continues to run. If you stop text messages, make sure the e-mail address held for you is one you read.

S.8 Carriers. Mobile carriers are not liable for delayed or undelivered messages. UORA records every attempt, whether it succeeded, and what the carrier reported; those records are evidence in the arbitration.

S.9 Privacy. How UORA handles the personal data in and around these messages is set out in the Privacy Policy, whose SMS section is in force on the same footing as this one.

Questions about these SMS Terms: support@uora.ae.

1.1 These are the Terms of Use for the website at https://uora.ae and the services reached through it, including the programming interface at https://api.uora.ae. In these Terms, that website and those services are called "the Platform".

1.2 The Platform is operated by P L M Portal L.L.C., a company licensed in Dubai, United Arab Emirates by the Department of Economy and Tourism, Dubai under trade licence no. 1473120 for the activity of Portal, of The Metropolis Tower, Office 1305, Marasi Drive, Business Bay, Dubai, United Arab Emirates ("PLM", "we", "us").

1.3 These Terms are Version 2.1. They take effect on the date stated above. Clause 30 explains how they may change and how you will be told.

1.4 These Terms are published in Arabic and in English. Arabic is the version required by Article 26 of Federal Law No. 15 of 2020 on Consumer Protection (the "Consumer Protection Law"), which provides that data, advertisements and contracts related to the Consumer shall be made in Arabic and that other languages may be used in addition to Arabic; Article 25 of that Law requires a supplier registered in the State working in electronic commerce to give consumers adequate information in Arabic about the service, its specifications and the terms of contract, payment and warranty. English is published in addition to Arabic and not instead of it. The two versions have the same meaning. If they differ, you may rely on the version in which the Platform presented these Terms to you. We say that rather than make one version prevail over the other, because you did not choose which version you were shown and you should not carry the risk of a difference between them.

1.5 The rule in clause 1.4 is about these Terms only. It is not the rule that applies inside your own contract. Where you use the Model Clause in a bilingual contract that states the Arabic text prevails, the Arabic prevails in that contract.

1.6 Two other instruments are published on the same page as these Terms and are separately in force at their own version identifiers: the Clients-listing wording in clause 17, and the SMS Terms. Those two bind the people who agreed them whatever the status of the rest of this instrument. Clause 17 and clause 8.8 say how each of them stands.

In these Terms, the following words have the following meanings.

2.1 "Agreement" means the contract between a Provider and a Customer out of which a Claim arises.

2.2 "Arbitrator" means the person who has accepted appointment in a case under Section 7.3 of the Rules. "Tribunal" means the Arbitrator once they have accepted appointment.

2.3 "Assignment Fee" means the processing fee payable where a Claimant elects to assign a Claim instead of commencing arbitration.

2.4 "Award" means the final arbitral award, or an order terminating proceedings, made by an Arbitrator under the Rules.

2.5 "Case Page" means the page on the Platform through which a party reads a case and takes steps in it, including the page a Respondent reaches under clause 11.

2.6 "Claim" means a matter submitted through the Platform under the Rules.

2.7 "Claimant" means the party who submits a Claim.

2.8 "Contractual Contact Detail" means an email address, mobile telephone number or messaging number stated in the Agreement, or given for communications under it. The Case Page is a method of service under the Rules but is not a Contractual Contact Detail, and clause 26.2 explains why that distinction decides when a period starts.

2.9 "Cure Notice" means the standard-form notice issued under Section 5 of the Rules asking that a Public Review be amended, removed or corrected within 48 hours of effective service. It is generated and served automatically, and it is the only notice served on the Respondent before the Claimant elects. No further notice or further period to cure is given before arbitration is commenced.

2.10 "Customer" means a person who received goods or services from a Provider under an Agreement.

2.11 "Declarations" means the statements a Claimant affirms in the claim form when submitting a Claim. At the date of these Terms there are four of them and they are identified as version 2.0. Clause 13.2 sets out what is recorded.

2.12 "delegated person" means the limited procedural role given to PLM by Section 1.4(b) of the Rules, described in clause 4.2.

2.13 "Documents" means the notices, orders, certificates, invoices, receipts, credit notes, awards and other instruments generated and issued by the Platform in a case.

2.14 "Invoice" means the numbered document PLM issues for a fee. Its title is "Invoice" while PLM is not registered for Value Added Tax and "Tax Invoice" once PLM is registered. It is not called a receipt.

2.15 "Journal" means the append-only record of procedural steps described in clause 24.12. It cannot be edited or deleted by anyone, including PLM.

2.16 "Model Clause" means the model arbitration clause generated by the Platform, in English, in Arabic or in short form.

2.17 "Permitted Assignee" means the person to whom a Claim may be assigned under Section 9 of the Rules.

2.18 "PLM" means P L M Portal L.L.C., the company identified in clause 1.2, which operates the Platform. PLM is not a party to an Agreement, does not decide a Claim and is not an arbitral institution. In respect of personal data PLM is a controller in its own right, as clauses 13.6 and 24.2 state.

2.19 "Provider" means a supplier of goods or services who is a party to an Agreement.

2.20 "Public Review" means a review about goods, services, premises or a contracting party, published on a Review Site.

2.21 "Respondent" means the party against whom a Claim is brought.

2.22 "Review Site" means a review website or service on which a Public Review is published, such as Google, Airbnb, Booking.com, Tripadvisor or Trustpilot.

2.23 "Roster" means the list of arbitrators published at https://uora.ae/arbitrators. "Roster Member" means a person on that list who has not accepted appointment in your case.

2.24 "Rules" means the UORA Review Dispute Resolution Rules, in the version identified in an Agreement, published at https://uora.ae/rules.

2.25 "Screening" means a step in which a person at PLM reads a submission before the Cure Notice is issued. The Platform can perform that step and, in the configuration PLM operates, does not. Clause 5.1 says what happens instead. The word is retained because it is the name of one of the two refund cases in clause 12.9.

2.26 "Settlement Sum" means the total a Respondent pays to accept the standing settlement offer under Section 13A of the Rules. It is made up of the Settlement Fee and the amount PLM collects for the claimant side. Clause 12.14 gives the figures.

2.27 "Settlement Fee" means the part of the Settlement Sum that is PLM's own processing fee.

2.28 "Stage 1 Fee" means the processing fee payable to open a Cure Notice file. "Stage 2 Fee" means the processing fee payable to commence arbitration.

2.29 "Statement of Defence" means the Respondent's written answer to a Claim, filed under Section 8 of the Rules.

2.30 "UORA" means the Platform, operated by PLM. A reference to UORA doing something is a reference to PLM doing it.

2.31 "User Content" means anything you submit through the Platform, including files, text, statements and contact details.

2.32 "you" means the person using the Platform. Where you use the Platform for a company, "you" means that company, and clause 3.6 explains what binds you personally. "You" does not include a Respondent acting through the Case Page described in clause 11.

2.32 Two statutes are given short names where they are first used and keep those names throughout: the "Consumer Protection Law" (clause 1.4) and the "Arbitration Law" (clause 5.6). "PDPL" is defined in clause 5.10. The "Civil Transactions Law" means the law issued by Federal Decree-Law No. 25 of 2025, which came into force on 1 June 2026 and replaced Federal Law No. 5 of 1985.

3.1 These Terms are between you and PLM. They govern your use of the Platform and your relationship with PLM. They are not a contract with any other user. PLM is not a party to any Agreement, to any arbitration agreement, to any Award, or to any assignment between users.

3.2 These Terms bind you from the moment you affirm them, and not before. The Platform is built to ask for that affirmation at your first sign-in and to record the wording you affirmed, its version, a digest of that wording, the account, the time, the address you sent it from and the browser you sent it with. As at the date of these Terms the Platform does not ask, and no such record exists for anybody. Two consequences follow, and they run in opposite directions.

(a) The clauses that impose an obligation on you — clauses 9.1, 9.2, 10.3, 12.18, 13, 14.2, 18.1, 19.2, 23, 28.3, 32.3 and 32.4 — are not enforceable against you.

(b) The clauses by which PLM grants you something are not, on the same reasoning, yet granted: clause 10.2 (the Model Clause licence), clause 19.3 (the licence to use Documents in your case) and clause 19.4 (the licence to reproduce the Rules), together with the undertakings in clause 10.8 and clause 32.6 that are given for the benefit of other people. PLM does not rely on the absence of an acceptance record to withhold any of them. PLM undertakes to honour clauses 10.2, 10.8, 19.3 and 19.4 from the date these Terms are published, whether or not you have affirmed anything. Without that undertaking a business that put the Model Clause into its own consumer contracts would be relying on nothing.

3.3 Reading the public pages of the Platform requires you to accept nothing. PLM does not ask you to accept these Terms in order to read the home page, the pricing page, the how-it-works page, the Rules, the Model Clause preview, the Roster, the legal notices, a verification page at https://uora.ae/verify, or a short link at https://uora.ae/c/. Clauses 4, 5, 19, 20, 22, 24, 25 and 28 describe the position that applies to that use in any event. PLM may also refuse or restrict access to anyone whose conduct is described in clause 18, whether or not these Terms bind them.

3.4 These Terms do not bind a Respondent, and PLM does not ask a Respondent to accept them. A Respondent reaches the Platform because a notice was served on them. Their rights and obligations in a case come from their own Agreement with the Claimant and from the Rules incorporated in it, not from anything published by PLM. Acceptance of these Terms is never a condition of access to a Case Page. Nothing in these Terms restricts a Respondent's ability to read a case, to download the Documents served on them, to file, to upload material, or to meet a deadline.

3.5 A Respondent who accepts the settlement offer under Section 13A of the Rules pays money to PLM. That payment is made under the Rules incorporated in the Respondent's own Agreement, and it does not make these Terms binding on the Respondent. Clause 12.14 sets out the figures, clause 12.15 sets out what happens next and what is at risk, and clause 12.16 sets out what PLM undertakes about the part of the money that is not its own.

3.6 Where you use the Platform for a company, these Terms bind that company. You are personally bound only by your confirmation under clause 7.3 that you are authorised to act for it, and by clause 18 in respect of your own conduct. You are not personally liable under clause 23 for a Claim filed on the company's behalf.

3.7 A Roster Member's or an Arbitrator's use of the arbitrator console is subject to these Terms and to any separate written arrangement between that person and PLM. Nothing in these Terms affects an Arbitrator's independence.

3.8 PLM does not record your acceptance of the Privacy Policy and does not ask for it. The Privacy Policy is a notice about what PLM does with personal data, not a contract you enter into, and PLM does not rely on your having read it as a basis for anything.

3.9 IF YOU HAVE BEEN SERVED WITH A NOTICE AND HAVE NEVER USED THIS WEBSITE. Clause 11 is your clause, and it is the whole of your relationship with the Platform. Read it, and then read clause 5.3 (nobody at PLM read your file before the notice went out), clause 5.10 (your right to have a person look at an automatic step), clause 11.11 (what happens if you do nothing), clause 12.14 and clause 12.15 (the only money you can be asked for, and what happens to it), and clause 26.4 (how to write to PLM). You have accepted nothing, you need no account, and you owe PLM nothing unless you choose to accept the settlement offer.

4.1 The following notice is reproduced from the published Rules. It is the operative statement of PLM's role. Where any other description of PLM anywhere on the Platform differs from it, this notice prevails.

"UORA is an online platform operated by P L M Portal L.L.C., Dubai, United Arab Emirates (licence no. 1473120). PLM provides technical infrastructure and acts as delegated person for the limited procedural purposes set out in the UORA Rules. PLM is not a law firm, an arbitration institution, or a provider of legal or dispute-resolution services, and does not decide disputes. Arbitrators on the UORA Roster act independently; nothing on this website is a standing offer or advance consent by any of them to act in any case. The sample clause is provided for reference only and is not legal advice."

4.2 What PLM does as delegated person. Section 1.4(b) of the Rules names five things and says the list is limited: receiving submissions; issuing and serving the standard-form Cure Notice on behalf of the Claimant; maintaining the Service Log; issuing Certificates of Service for the Cure Notice and the Request for Arbitration it serves; and designating the Arbitrator from the Roster in accordance with Section 7.3 of the Rules.

4.3 What PLM also does, which that list does not name. PLM issues Certificates of Service for other served instruments as well, because the Rules require a Certificate for each notice served. Under Section 13A of the Rules PLM takes a Respondent's settlement payment, serves a Notice of Settlement on the Claimant, holds money that belongs to the claimant side and pays it out. The Platform generates and serves a Confirmation of No Statement of Defence when a defence period expires. The Platform drafts a petition for ratification and a takedown letter. Clause 4.8 explains which of those are instruments and which are drafts. None of them is a decision on the merits of a Claim.

4.4 PLM also exercises procedural powers that Section 1.4(b) does not name, and you should know that they sit outside the list the Rules call limited. They are: deciding a party's objection to the designation of an Arbitrator (clause 5.6); replacing an Arbitrator (clause 15.7); varying a procedural deadline and correcting a deadline the record holds wrongly (clause 5.7); correcting a figure pleaded in a Claim (clause 5.8); and refusing to take a further step under Section 5.2A of the Rules (clause 5.5(g)). Section 7.3(c) of the Rules provides for an objection without naming who decides it. PLM's position is that deciding it is incidental to the power to designate that Section 1.4(b) does confer, and that none of these powers is a decision on the merits. Clause 5.6 preserves every right the Arbitration Law gives you to apply to the competent Court, including on the ground that the Tribunal was composed contrary to the parties' agreement.

4.5 What PLM does not do. PLM does not decide any dispute. It does not act as arbitrator. It does not represent, advise or act for either party. It is not a law firm and gives no legal advice, and no lawyer-client or advisory relationship arises from the publication or use of anything on the Platform, or from any communication with PLM.

4.6 PLM does not verify the Claimant's assertions, and no person at PLM reads a Claim before the Cure Notice goes out. Clause 5.1 sets this out. PLM does not verify the Claimant's confirmations, the Agreement, the identity of the Respondent, the accuracy of the review as reproduced, or any document uploaded. Clause 13 sets out what a Claimant warrants instead.

4.7 PLM does not publish Public Reviews and is not the publisher of material submitted in a case. PLM does not operate any Review Site, has no control over one, and cannot remove or amend a Public Review. No Award binds a Review Site. An Award binds only the two parties to the Agreement, and can order only steps within the control of the party who posted. Clause 17 (the Clients section) is a separate matter and is the one place where PLM publishes information a user has supplied, and it publishes it only with that user's recorded consent.

4.8 Some Documents are instruments and some are drafts. The Award, the Certificates of Service, the Service Log, the Invoices and the notices served in a case are instruments issued by the Platform. The petition for ratification and the takedown letter are drafts, produced for you or your lawyer to review, settle, sign and file. PLM does not settle them, does not sign them and does not file them. PLM files nothing with any court and does not act as advocate. PLM does not send a takedown letter to a Review Site and does not correspond with a Review Site about your case. Clause 25.6 explains what the takedown letter asks you to do.

4.9 The Platform is documents-only. There is no hearing except as the Rules allow, and there is no live chat. Support is not a channel to the Arbitrator, and clause 26.5 explains what that means.

4.10 There is no route on the Platform by which either party can ask a general question, send correspondence, or ask for more time. The Case Page offers only the procedural acts clause 11.7 lists. Clause 26.4 says what to do instead, and what its limits are.

5.1 The Cure Notice is issued automatically. When the Stage 1 Fee clears, the Platform generates the Cure Notice and serves it on the Respondent in the same transaction, and copies it to the Claimant. No person at PLM reads the file first. Section 5.2 of the Rules says this in terms, and Section 5.2A of the Rules is about what happens when a submission that should not have been made has already been served. The only check on the way to service is that the Claimant has affirmed the Declarations, and the recorded basis for issuing is the Claimant's own declaration that the Agreement incorporates the Rules.

5.2 What that means for you if you are a Claimant. Nothing stands between your payment and a formal legal notice going out in your name, alleging conduct by a named person, with a 48-hour deadline on it. You cannot recall it. The fee is not refunded because the notice turned out to be misconceived, save as clause 12.9 provides. Read clause 13 before you file.

5.3 What that means for you if you are a Respondent. The notice you received was not reviewed by anyone at PLM. It was produced from what the Claimant typed and uploaded. If the contract it refers to does not contain the clause it says it contains, or the review is not yours, or you are not the person named, say so under clause 11.17 and clause 26.4, and read clause 5.10, which is your right to have a person look at an automatic step.

5.4 PLM can turn Screening on. The step exists in the Platform and is reachable by changing one setting. If PLM turns it on, PLM will publish the fact and the date on https://uora.ae/legal before it takes effect, and will not apply it to a case already open. Until then the only true description of the procedure is the one in clause 5.1.

5.5 PLM makes the following procedural decisions. Where a decision is not on this list and not in clause 4.4, PLM does not make it; but this list is a description and not a promise that no further power will ever be added, and clause 30 governs a change.

(a) Designating the Arbitrator from the Roster under Section 7.3 of the Rules.

(b) Deciding an objection to the designation of an Arbitrator made under Section 7.3(c) of the Rules.

(c) Replacing an Arbitrator.

(d) Varying a procedural deadline, as clause 5.7 describes.

(e) Correcting a procedural deadline that the case record holds wrongly, as clause 5.7 describes. This is a different thing from varying one and nobody is told of it.

(f) Correcting a figure pleaded in a Claim, as clause 5.8 describes.

(g) Serving a notice again where service has failed, and recording a party's alternative Contractual Contact Details for that purpose.

(h) Refusing to take a further step in a matter where it appears that a submission should not have been made, under Section 5.2A of the Rules.

(i) Where Screening is turned on, the decisions clause 5.4 describes.

None of those decisions involves deciding a dispute between the parties, and none of them is a decision on the merits of a Claim.

5.6 An objection is not a challenge. PLM decides an objection to the designation of an Arbitrator made under Section 7.3(c) of the Rules. Section 7.3(c) gives a party three calendar days in which to make an objection; it sets no period within which the objection must be decided, and neither does the Platform. PLM will decide it promptly and before the Tribunal takes any further step in the case. A challenge to an Arbitrator under Section 7.5 of the Rules is handled under Federal Law No. 6 of 2018 concerning Arbitration, as amended by Federal Decree-Law No. 15 of 2023 (the "Arbitration Law"), and is not decided by PLM. PLM's decision on an objection is a procedural step. It is not final, and it does not affect either party's right to apply to the competent Court under that Law, or the time that Law allows for such an application.

5.7 Deadlines, and asking for more time. Two different powers operate here and they have different consequences for you.

(a) Varying a deadline. A procedural deadline may be extended and, exceptionally, may be shortened. Before the Tribunal is constituted, PLM may vary any deadline. After it is constituted, the Arbitrator or PLM may vary one. A reason is recorded, a Notice of Extension is generated and served on both parties, and both parties are notified. PLM will not shorten a period so as to leave a party without a reasonable opportunity to act. There is no route on the Platform by which a party can ask for an extension: only PLM or the Arbitrator can start one. If you need more time, write under clause 26.4 and PLM will put the request before the Arbitrator, or decide it itself where no Tribunal has been constituted. Neither PLM nor an Arbitrator is obliged to grant an extension, except where clause 20.3 applies.

(b) Correcting a deadline the record holds wrongly. Separately from an extension, an administrator at PLM may correct a date that the case record holds in error. A correction is not an extension and is not intended to move anybody's period: it repairs a row written wrongly. A reason is recorded on the case record and in the Journal. Nothing is served and neither party is notified. The power is available at any stage before the case closes, and there is no automatic check that the date being corrected is one that has not yet run. The job in clause 5.9(e) enforces whatever date the record holds, within a minute of its falling due. So if a date on your Case Page changes and you were not told, write under clause 26.4; and if a corrected date is earlier than the date printed on the notice served on you, say so, because clause 5.10 applies to it and because clause 26.7 preserves the Arbitrator's and the Court's power to put it right. PLM's view is that this power should notify both parties and that the code should be changed rather than the clause.

5.8 Correcting a pleaded figure. Before an Award is issued, PLM may correct a figure pleaded in a Claim for liquidated damages, arbitration costs or interest. A reason is recorded, and the figure as it stood before the correction is recorded on the case record and in the Journal. Nothing is served and neither party is notified automatically. PLM cannot do this once an Award has been issued. Where the figure corrected is one already stated in a Cure Notice or other instrument served on the Respondent — and the liquidated-damages figure is such a figure — PLM will tell both parties, and that requires a person at PLM to act. If you are a Respondent and a figure claimed against you differs from the figure in the notice served on you, clause 5.10 applies to the correction.

5.9 Steps the Platform takes without a person deciding them. This list is as full as PLM can make it and it is not offered as exhaustive. Clause 5.10 does not depend on a step appearing here.

(a) It generates and serves the Cure Notice when the Stage 1 Fee clears (clause 5.1).

(b) It generates the Request for Arbitration, the Certificates of Service, the Invoices and the other instruments in a case from the case record.

(c) It treats a notice as served at the first successful transmission to a Contractual Contact Detail, and starts every period from that instant. It determines from the transmission records whether service took effect and when, and it determines that service has failed where every Contractual Contact Detail tried has failed (clause 26.2).

(d) It recognises a payment and moves the case forward on it, without a person confirming the payment.

(e) It calculates every period and enforces it. A job runs every minute and fires the consequence of an expiry as soon as it falls due, at any hour and on any day.

(f) It closes a case to lapsed where the 30-day period to commence arbitration or assign expires without an election and payment, and where the 7-day period to elect Track B expires without an election. Both parties are told and nothing further happens in the case.

(g) On expiry of the period for a Statement of Defence, it records that no defence was filed, generates a Confirmation of No Statement of Defence, serves it on the Respondent with copies to the Claimant and the Tribunal, and moves the case to the award stage. No person confirms any of that.

(h) Where a Respondent has paid the Settlement Sum and the Claimant neither confirms nor objects within 48 hours of effective service of the Notice of Settlement, it treats the Claimant as having confirmed, releases the Respondent's payment to the claimant side and concludes the settlement, under Section 13A.5 of the Rules.

(i) It refunds a settlement payment in full where the offer was not open when the payment arrived, and voids the declaration and the collection with it (clause 12.15(d)). The standing offer to settle is open only at certain points in a case — it closes while an objection to the appointment of the arbitrator is pending, while the case is passing between procedural steps, and once the Award has issued. A Respondent who pays at one of those moments has paid for something that was not on offer, so the Platform returns the money rather than hold it: the declaration they made is treated as never made, the sum collected for the claimant side is not collected, and the case carries on exactly as it stood. Every other refund on the Platform is decided and made by a person; this one is not, because nothing about it requires a judgement.

(j) Before an Arbitrator is designated it runs the narrow mechanical conflict check in clause 15.4. That check decides nothing and cannot designate anybody; it can only refuse to.

(k) Outside the conduct of a case, and on a nightly schedule, it deletes an account created and never used 30 days after the account record was created (clause 7.7); it empties the identity-number field in an abandoned claim draft seven days after the last save (clause 24.11(c)); it removes the identifying details from a data-subject request 90 days after that request is closed; it deletes the record of a sign-in attempt 24 hours after the last attempt (clause 8.7); and it deletes its own count of page views after 120 days (clause 24.13).

5.10 Your right to have a person review an automatic step. If a step has been taken about you by the Platform without a person deciding it — whether or not clause 5.9 lists it — and you say it should not have been taken, or was taken wrongly, write to PLM under clause 26.4 and a person at PLM will review it, decide it.

5.11 Asking for a review does not stop a period running. Say so in your message if a deadline is close, and ask for an extension under clause 5.7 at the same time.

5.12 A courtesy reminder is not a notice. The Platform sends reminders before some deadlines. Every one of them says on its face that it is not service and that no period runs from it. A reminder cannot start, extend or restart a period, and a party who ignores one is in the position they were in before it was sent. Reminders may not be sent at all, and nothing turns on whether one was.

6.1 The Rules and these Terms are different instruments with different jobs. The Rules are the procedural framework that parties incorporate into their own contract. These Terms govern your use of the Platform and your relationship with PLM.

6.2 These Terms are not part of the Rules, do not form part of any Agreement, and are not incorporated into any arbitration agreement.

6.3 The Rules apply to a dispute only where an Agreement expressly incorporates them by reference to the Rules and their version and date. If the Rules are not expressly incorporated, they do not apply.

6.4 Where these Terms and the Rules conflict on a matter concerning the conduct of a case — including service, deadlines, submissions, the designation or challenge of an Arbitrator, the Award, settlement under Section 13A, or confidentiality — the version of the Rules incorporated in the relevant Agreement prevails, and these Terms are read subject to it. This clause does not limit the refunds PLM undertakes to make in clause 12.9, which are PLM's own undertakings. The refund in clause 12.9(b) applies whatever version of the Rules is incorporated. The refund in clause 12.9(a) applies to the versions it names, whatever the text of those versions says.

6.5 PLM cannot vary the Rules by changing these Terms. The Rules change only when a new version is published. Each published version is immutable and remains available at its version address, and only the version identified in a contract applies to that contract, including its fees.

6.6 A change to these Terms does not change the Rules, does not change the version of the Rules incorporated in any contract, and does not alter a case that is already open.

6.7 Almost every statement of procedure in these Terms depends on which version of the Rules your contract named. Where a clause gives a figure or a period, it says which version it is describing. Where it does not, check your own contract.

7.1 You may create an account only if you have legal capacity to enter into a contract, and only if you are at least 21 years old, or are at least 18 years old and hold an authorisation to trade. PLM does not check your age and has no means of checking it. A Respondent is named by somebody else and never registers, so PLM has no age signal about a Respondent at any point. Clause 11.20 says what PLM will do if it learns that a Respondent is a child.

7.2 An account is created by giving an email address. PLM sends a sign-in link to that address. You may create an account only for an address you own or are authorised to use. You must not ask for a sign-in link or a one-time code to be sent to a person who has not asked for one.

7.3 An account is personal to you. Do not share your account, your sign-in link, your one-time code or your password. If you use an account for a company, you confirm that you are authorised to act for it.

7.4 New accounts hold the claimant role only. The arbitrator, finance and administrator roles are granted only by PLM, and only to people PLM has appointed. You must not attempt to obtain a role you have not been granted.

7.5 Keep the email address and any telephone number on your account accurate. Changing the address on your account does not change the contact details recorded on a case that is already open. Notices in a case are served on the Contractual Contact Details taken from the Agreement.

7.6 Contact details in a case can be changed only where the Rules permit. If you no longer control a contact detail recorded in a case, tell PLM immediately under clause 26.4. PLM cannot promise that the recorded details can be changed.

7.7 An account that is created and never used is deleted. The Platform deletes an account 30 days after the account record was created, where the account was created by self-registration, no address was verified, no sign-in occurred, no password was set, no role beyond claimant is held, the account was not created for you by anybody else, and no case, organisation membership, live organisation invitation, session or arbitrator record exists, and PLM has taken no action on it. Every condition must be met. So an account that was invited into an organisation, or that was ever granted a role beyond claimant, is not deleted even if it was never used, and clause 7.8 applies to it instead. Subject to that, this is the only case in which an account record is deleted.

7.8 Every other account is deactivated and not deleted. Deactivation keeps your email address and your name on the account record, because the case record and the record of who took each step depend on it. Clause 21.5 and clause 24.11 explain what that means, and clause 24.11 also says which records about you nothing on the Platform presently deletes.

7.9 A Respondent has no account. Clause 11 is the whole of a Respondent's relationship with the Platform.

8.1 You may sign in by a link sent to your email address, by a one-time code, or with a password. One-time codes for signing in to an account are sent by email and, where the messaging channel is available, by a messaging service. The Platform can be configured to send a code by text message and is not so configured: the text-message channel transmits nothing at all, so no code reaches anybody by text message. Clause 8.8 says more about that, and clause 30.8 is PLM's undertaking to publish a change to it.

8.2 Sign-in links and one-time codes expire quickly, can be used a limited number of times, and cannot be requested again immediately. The current periods and limits are shown when a link or code is sent.

8.3 A password must be at least 8 characters. There are no other composition rules, and a password containing the local part of your own email address is refused. There is no password-reset email: to change a password, sign in with a link and change it from your account page.

8.4 A session expires automatically. Where your browser presents a device identifier, signing in signs you out of your other sessions. You may see your recent sessions and sign out everywhere else from your account page.

8.5 The Platform does not use a session cookie. Your session token is held in your browser's per-tab storage and is not kept after the tab is closed. Clause 24.13 covers the cookies the public pages do set, which are set only if you agree to them, and the other things the Platform keeps in your own browser.

8.6 Tell PLM promptly under clause 26.4 if you believe your account, a case link or a one-time code has been used by someone else. PLM can revoke sessions and case links.

8.7 PLM records the times a sign-in was attempted against a destination, and keeps that record for 24 hours after the last attempt. The destination is stored as a keyed digest and not as your address.

8.8 Text messages. The Rules name SMS as a channel on which service may be effected. PLM does not presently transmit any text message: the SMS channel is configured to send nothing, so no notice, no code and no reminder reaches anybody by text message, and an attempt to serve by SMS fails rather than succeeding. The SMS Terms published on the same page as these Terms are separately in force and describe a service that is not operating, including a keyword facility that the Platform does not implement. Until that is resolved, do not rely on any statement about text messages, including in those SMS Terms.

9.1 You agree to transact with PLM electronically. Where you type your name, draw a signature, or confirm an action on the Platform, that act is your electronic signature, and you agree that it is attributable to you.

9.2 You agree that the Platform's records — including the document digests, the record of service, and the record of who took each step and when — may be relied on between you and PLM as evidence of what was done and when, and you will not object to a Document issued through the Platform on the sole ground that it is in electronic form. What weight to give any record, and whether it is admissible, is for the Arbitrator or the court and is not something these Terms can settle.

9.3 What is printed when you sign. When you sign a Document on the Platform, the certification page of that Document prints, in English and Arabic, the signatory's name, their role, the method, the time of signing in two time zones, the network address you signed from, and the identification string of the browser or device you used. That Document is served on the other party, may be given to the Arbitrator, and may form part of a court bundle. If you are an Arbitrator, that means your own network address is printed on every Award you sign, served on both parties and filed with the court.

9.4 PLM intends to stop printing the network address and the device string and to keep them only in its internal record. Until it does, clause 9.3 is what happens.

9.5 A drawn signature image is stored, is reproduced into the Document, and is kept on your record so that a Document can be re-rendered. Where you are an Arbitrator, a specimen signature is held on your Roster profile.

9.6 A court asked to ratify or enforce an Award may require an original or an authenticated copy of a Document, and may require a certified Arabic translation. Obtaining and paying for those is the responsibility of the party filing.

10.1 The Platform generates a Model Clause in English and Arabic, and a short form, together with the version and date of the Rules it cites and a cryptographic digest of the text. Anyone may preview a Model Clause without an account. A signed-in Claimant may generate one, and the generation is recorded against their account.

10.2 Licence. PLM grants you a worldwide, non-exclusive, royalty-free, perpetual and irrevocable licence to copy the Model Clause, in English, Arabic and short form, into your own contracts, terms of business, booking confirmations, checkout pages and related documents, and to translate and adapt it. You do not need to pay PLM or ask permission. Clause 3.2(b) says that PLM honours this licence from publication whether or not you have affirmed these Terms.

10.3 Conditions of the licence:

(a) you must not present PLM as a party to your contract, as your adviser, or as guaranteeing anything;

(b) you must not use the name "UORA" or "P L M Portal" except to identify the Rules and the Platform accurately, as the Model Clause itself does;

(c) if you change the Model Clause, you must not describe the result as the UORA model clause; and

(d) you must not state or imply that PLM has approved, reviewed or advised on your contract.

10.4 Generating the Model Clause also asks for your company to be listed. Clause 17 is that wording and it is separately in force. If you do not want your company listed, do not generate the clause from the public page: copy the previewed wording instead, or withdraw under clause 17.4 immediately afterwards.

10.5 The Model Clause is a drafting aid and nothing more. It is not legal advice. Whether it is suitable, effective or enforceable depends on the parties, the underlying contract and the applicable law. You should obtain independent legal advice before adopting, adapting or relying on it, and you remain responsible for the wording you incorporate into your own agreements. Where the Model Clause is used in a bilingual contract in which the Arabic text prevails, the Arabic version should be reviewed by a qualified Arabic-language legal adviser.

10.6 Two matters you should take advice on in particular.

(a) Authority to agree to arbitration, and whether your reference is clear enough. Article 4 of the Arbitration Law provides that only a natural person with capacity to exercise their rights, or the representative of a legal person who is authorised to conclude an arbitration agreement, may enter into one, and that otherwise the agreement is null and void. For a company that means specific authority, from the constitutional documents or a power of attorney. An arbitration agreement concluded by someone without it is at risk, and Article 53 of that Law makes such a defect a ground on which an Award may be set aside. Incorporation by reference is a separate question and is on a better footing, but it is conditional. Article 5(3) of the Arbitration Law permits an arbitration agreement to be made by reference in a contract or any other document containing an arbitration clause, provided that the reference is clear as to make that clause part of the contract; and Article 7(2)(b) treats a reference in a written contract to the terms of a model contract, an international agreement or any other document containing an arbitration clause as satisfying the writing requirement in Article 7(1), on the same condition that the reference is clear as to make that clause part of the contract. Neither Article is confined to commercial contracts. Whether the reference in your own contract is clear enough, and how your customer accepts the contract, and whether the person accepting it has the authority Article 4 requires, are the things to take advice on.

(b) Agreed sums. The Civil Transactions Law in force since 1 June 2026 — issued by Federal Decree-Law No. 25 of 2025, which replaced Federal Law No. 5 of 1985 in its entirety — permits the parties to fix compensation in advance and reserves a power to the court to revise the figure. Under Article 340 of that Law the court may reduce the agreed compensation where the debtor proves that the assessment was excessive or that the obligation was partly performed, and may reduce or disallow it where the creditor contributed to the damage; and a creditor may claim more than the agreed figure only on proof of fraud or gross fault. The power to raise the figure merely because actual loss was greater, which the old Article 390(2) allowed, has not been carried forward. So a liquidated-damages figure in your contract is not a guaranteed recovery, and the figure you set should be one you can justify. Take advice on it.

10.7 If you change the Model Clause, it may cease to incorporate the Rules, and the Rules would then not apply.

10.8 What PLM undertakes in return. Because a Model Clause you adopt cites a specific version of the Rules in a contract with your own customers, PLM undertakes to keep each published version of the Rules available, unchanged, at its version address, for as long as any contract cites it, and to keep the Roster address resolving. Clause 27 says what PLM will do if it ceases to operate the Platform. Clause 19.4 gives you a licence to reproduce the Rules themselves.

10.9 The amounts you may set in the Model Clause for liquidated damages, arbitration costs and interest are figures you and your counterparty agree between yourselves. They are ceilings that an Arbitrator may award in whole, in part or not at all. They are not PLM's fees. PLM does not charge them, does not receive them, and takes no share of them. The figures the Platform offers as defaults are form defaults and are not terms of the Rules.

11.1 A Respondent does not have and does not need an account, and accepts nothing in order to use the Case Page. Clause 3.9 is the short guide to the clauses that matter to you.

11.2 Access is by a personal link, sent to you with each notice addressed to you. The link is printed on some of the notices and not on all of them: ten of the Platform's document templates carry it and the rest do not, and it is deliberately not printed on the Award, because the Award is a document that a party may need to give to third parties. If you have received a notice but do not have the link, or your link no longer works, write to PLM under clause 26.4 quoting the case number, or reply to the last notice you received, and PLM will send a replacement to a contact detail already recorded on the case file. There is no self-service route for this: a person at PLM has to act on your message.

11.3 A link lasts 90 days from issue, and a fresh link is issued with each notice addressed to you. Only a digest of the link is stored, so PLM cannot recover a lost link and can only issue a new one.

11.4 The link is a credential. PLM asks you not to forward it, publish it or post it anywhere. Anyone who holds it and can receive the one-time code can read the case. PLM will revoke a link on your request.

11.5 The one-time code that opens the Case Page is sent only to a contact detail already recorded on the case file, and expires in ten minutes. Those contact details were supplied by the Claimant, not by you. Both the link and the code are needed; neither alone opens anything, and nothing about the case, including whether a case exists, is disclosed until the code is verified.

11.6 The Claimant pays the fees. A Respondent can be asked for money in exactly one situation and only by choosing it: the settlement offer under Section 13A of the Rules, described in clause 11.16 and clause 12.14. Apart from that, PLM will not ask you for a payment in order to read a case, to file a defence, to object, to upload a file or to meet a deadline. If you do not accept that offer, you pay PLM nothing.

11.7 Through the Case Page you can read who is claiming, under which contract, about which review, what is asked of you and by when; download the Documents served on you; acknowledge the opening notice; say that the review has been amended, removed or corrected; give a statement of position; object to the designation of an Arbitrator; file a Statement of Defence; accept the settlement offer and pay; confirm compliance with an Award; and upload evidence. That list is exhaustive. There is no route to ask a question, to correspond, or to ask for more time.

11.8 Acknowledging the opening notice records an instant and nothing else. It is not service, it is not a step in the case, it does not admit anything and it is not evidence that you read anything. It records that a button was pressed in a browser holding a valid session.

11.9 A statement of position given at the cure stage is not a Statement of Defence. It admits nothing, and it does not prejudice your right to file a Statement of Defence later. On a case incorporating Rules version 1.5 or later, giving a statement of position ends the cure period at the moment it is recorded, and the Claimant may then proceed without waiting for the rest of the 48 hours. On a case incorporating an earlier version it does not end the period. The deadline printed on the Cure Notice served on you is never altered.

11.10 Confirming that the review has been cured is not a statement of position and does not end the cure period.

11.11 Silence is not an admission of liability. It has procedural consequences, and those consequences are serious and automatic. If you do nothing, the case does not stop. The period for filing expires, the Platform records that no defence was filed, generates and serves a Confirmation of No Statement of Defence on you, and moves the case to the award stage, with no person involved at any point. An Award may then be made against you, and that Award may be ratified by the Dubai Court of Appeal under Article 55 of the Arbitration Law and enforced against you. You should respond, or take advice, before the deadline stated in the notice.

11.12 If you file a Statement of Defence after the deadline, it is still recorded, served and put before the Arbitrator, at any time until the Award is issued. The timetable does not change, and whether to admit a late Defence is for the Arbitrator alone. Nothing in these Terms is a promise that it will be admitted.

11.13 An objection to the designation of an Arbitrator must be made within three calendar days of service on you of that Arbitrator's Acceptance of Appointment and Statement of Independence. That period is short, is counted in calendar days, runs from that service and from nothing else, and is applied strictly. After it expires the Tribunal is constituted, and the appointment can then be questioned only under the Arbitration Law.

11.14 You can see only the Documents on which a service attempt was made to you, and those you filed yourself. A request for anything else is refused without confirming whether it exists. Not every Document in a case is served on both parties: an Invoice is served on the party who paid, and the Recovery Sharing Agreement described in clause 16.6 is served on nobody.

11.15 You are free to take legal advice at any point. You are not required to have a lawyer in order to respond, and you may respond in your own words.

11.16 The settlement offer. Where your Agreement incorporates Rules version 1.7 or later, and the Claimant has paid the Stage 2 Fee, you may end the dispute by declaring through the Case Page that the review has been removed and is no longer publicly visible, and paying the Settlement Sum of AED 3,300. Two things about when the offer is open. It is open from payment of the Stage 2 Fee until the Award is issued. It is not open while an objection to the appointment of the Arbitrator under Section 7.5 of the Rules is pending, or while your Case Page shows that the case is passing between procedural steps, and it may then be accepted once that step is complete; if you pay when it is not open, clause 12.15(d) applies. Before you can declare, you must acknowledge that the AED 1,000 Settlement Fee is not refunded, and that if the Claimant objects and the Tribunal upholds the objection you also lose the AED 2,300 — so the whole AED 3,300 is at risk on the truth of your declaration. Clause 12.14 gives the figures, clause 12.15 says what happens next in each case, and Section 13A of the Rules governs. If your Agreement incorporates an earlier version, this route does not exist for you and the Platform will not quote you a figure.

11.17 If you receive a notice and you are not the person it concerns, or the contact details used are not yours, or material about you has been filed that is unlawful or that you did not authorise, write to PLM under clause 26.4 quoting the case number. PLM will place your communication on the case record, will tell both parties and, once the Tribunal is constituted, the Arbitrator, and will not treat your communication as an appearance in the arbitration. Nothing on the Platform does any of that: a person at PLM has to act on your message.

11.18 A reply sent to the messaging number a notice came from is recorded in your case file as a submission, is attributed to you, and is shown to the Arbitrator. The automatic answer that number sends says the opposite. Until that answer is corrected, treat anything you send to it as filed in the case.

11.19 If you upload a file, read clause 14.6 first. It explains what happens to information carried inside a photograph.

11.20 If a Respondent is a child. If you tell PLM, or PLM comes to believe, that a Respondent is under 18, PLM will suspend service on that person, tell the Claimant, refer the matter to an administrator, and issue no further notice without the direction of the Arbitrator where one has been appointed. If the Claimant cannot satisfy PLM that the Agreement is enforceable against that person, PLM will not continue to process their data on that basis. PLM does not pass that question to the Claimant or to the Arbitrator to answer for it: PLM is the controller of the data, and at the Cure Notice stage no tribunal exists. Tell PLM under clause 26.4; you do not need an account. This is an undertaking about PLM's own conduct and requires a person at PLM to act on your message.

12.1 The fees are a term of the Rules, not a price list. The fees that apply to a case are those stated in Section 13.1 of the version of the Rules incorporated in the Agreement, and they do not change when the published schedule changes. The Platform charges the figure pinned to your version, and refuses a fee that your version does not contain rather than falling back to a current figure.

12.2 Under Rules version 1.2 and later the fees are: AED 300 to open a Cure Notice file (the Stage 1 Fee); and then one of AED 2,000 to commence arbitration (the Stage 2 Fee) or AED 1,000 to assign the Claim (the Assignment Fee). Only one of those second two is ever payable.

12.3 Under Rules version 1.0 and version 1.1 the fees are AED 300 for Stage 1 and AED 1,000 for Stage 2. Those versions do not provide for assignment at all, and no Assignment Fee can be charged on a case governed by them.

12.4 Who pays. The Claimant pays the Stage 1 Fee and then the Stage 2 Fee or the Assignment Fee. The Arbitrator is not remunerated by PLM and charges the parties nothing, unless the Agreement provides otherwise. A Respondent can be asked for money in exactly one situation, and only by choosing it: the Settlement Sum in clause 12.14, which the Respondent pays in order to end the dispute. Nothing else in the procedure is charged to a Respondent.

12.5 A stage does not begin until its fee has cleared. The Stage 1 Fee is taken before the Cure Notice is generated, and the notice goes out within seconds of the payment clearing. The Rules allow 30 days in which to elect arbitration or assignment and to pay. If that period expires without an election and payment, the Platform closes the case automatically, no arbitration is commenced, no assignment takes effect, and no fee is refunded, subject to the statutory rights clause 12.9 preserves. The date is shown on your Case Page.

12.6 A payment made after that period has expired is recorded but refused, and PLM refunds it under clause 12.9(b). That refund is a manual step: nothing on the Platform initiates it.

12.7 How you can pay. By card, on the payment provider's own hosted page. PLM does not receive, see or store your card number, expiry date, security code, cardholder name or billing address. Those are handled by the payment provider, which also receives your network address and device directly because the page is theirs and not PLM's. PLM stores the amount, the currency, the payment reference, the status and the Invoice number.

12.8 Paying in cash. A Stage 1, Stage 2 or Assignment Fee may be discharged in cash, but only by a named individual to whom PLM has granted that facility, and never for the Settlement Fee. Three things follow and you should know all three. The Invoice is issued, numbered and dated at the moment PLM records the payment, which is before the money reaches PLM, so you will hold an Invoice that reads as due for payment. When the money is banked, PLM tells you and reissues the same Invoice showing it settled; no second number is drawn, and nothing on the Platform sends that message, so a person at PLM has to. Whether the money has arrived is a separate recorded fact from whether the fee is paid.

12.9 Refunds. Fees are non-refundable, save in the following cases, each of which is PLM's own undertaking.

(a) Where PLM declines to issue the Cure Notice on a case incorporating Rules version 1.0, 1.1 or 1.2, the Stage 1 Fee is refunded in full. This applies whatever the text of that version says, including a version whose own words state no exception. Because there is no Screening step in the procedure as operated (clause 5.1), this case will almost never arise: the notice is served within seconds of payment, and once it has been served the fee is not refunded.

(b) Where a fee has been taken more than once for the same stage, or has otherwise been taken in error — including a payment PLM cannot properly invoice or apply, a payment received outside the period it was for, and a fee taken for a stage that was not then performed — the amount is refunded.

No other outcome gives rise to a refund as a term of these Terms. In particular, no refund arises under these Terms because the Respondent cured the review, because a Statement of Defence succeeded, because an Award was not complied with, or because you did not act within a period. Nothing in this clause affects your rights under Article 10 and Article 12 of the Consumer Protection Law, under which PLM must return the amount you paid, or part of it, or perform the step again properly, where the step PLM was paid for was not performed or was not performed properly; and Article 21 of that Law makes void any condition that would exempt PLM from an obligation that Law imposes. If you say that a stage you paid for was not performed, write under clause 26.4 and say so.

12.10 A refund is a manual act. PLM records the refund on the case and then moves the money in the payment provider's console or by bank transfer. Nothing on the Platform transfers money to you, and PLM does not undertake a turnaround time. The Platform records only two reasons for a refund — charged in error, and declining to issue at Screening — so a refund made under any limb of clause 12.9(b), or under the statutory rights clause 12.9 preserves, will appear on the record as charged in error. That is a limitation of the record, not a different reason. The single exception is clause 12.15(d), which is automatic.

12.11 Invoices and credit notes. An Invoice is issued for each fee, in English and Arabic, attached to the payment confirmation email and available from your Case Page. Its title is "Invoice", not "Receipt" and not "Tax Invoice", for as long as PLM is not registered for Value Added Tax. It is addressed to whoever actually paid. Where a fee is refunded and the payment carried an Invoice number, PLM issues a numbered Credit Note — a Tax Credit Note once PLM is registered — which cites the original Invoice number and date and states the reason for the refund in the words PLM recorded. The Platform presently refuses to issue a Credit Note against the Settlement Fee, for the reason clause 12.14(a) gives.

12.12 Value Added Tax. PLM is not registered for Value Added Tax in the United Arab Emirates, and no VAT is charged, so the figure published for a fee is the total amount payable for it. Section 13.1 of every version of the Rules states each fee "plus VAT at the applicable rate". If PLM becomes registered, VAT will be calculated on the fee at the applicable rate, shown separately on the payment page and on the document, and the document issued will be titled Tax Invoice. PLM will not charge VAT on a fee for a stage that was paid before it registered.

12.13 Where the tax state recorded on a payment does not agree with the amounts on it, the Platform withholds the Invoice number and the case does not advance. It is better that no document is issued than that a document is issued from the wrong numbered series. You should know what that means in practice. Your fee has been taken. The stage has not been performed. The matter stops until a person at PLM issues the Invoice by hand. And nothing on the Platform tells you any of this: the fault is recorded for PLM and is not sent to you. If you have paid a fee and nothing appears to have happened in your case, write under clause 26.4 and PLM will tell you the position. PLM undertakes, where this happens, to give you within two business days a dated written acknowledgement of the payment stating the amount, the currency, the case and the stage it was for, and then either to issue the Invoice or to return the payment in full within 30 days. Article 8 of the Consumer Protection Law entitles you to a dated invoice for the service, and that acknowledgement is not a substitute for it: it records the position until the Invoice can be issued from the correct series. PLM will build a notification for this.

12.14 The Settlement Sum. Where Rules version 1.7 or later applies, a Respondent who accepts the settlement offer pays AED 3,300 in total, made up of two different things.

(a) AED 1,000 is the Settlement Fee. It is PLM's own fee for the step, plus VAT at the applicable rate once PLM is registered. It is not refunded because you change your mind, and it is not refunded because the Tribunal finds that the review had not in fact been removed. Section 13A.3(a) of the Rules states it as not refundable in any circumstance, and the Platform refuses to record a refund of it. Nothing in these Terms or in the Rules displaces Article 10 or Article 12 of the Consumer Protection Law where PLM did not perform the step it was paid for.

(b) AED 2,300 is not PLM's money. PLM collects it for the claimant side: AED 2,300 for the Claimant, or, where the Claim has been assigned, AED 1,300 for the assignor and AED 1,000 for the assignee. It is not a fee, no VAT arises on it, and it never appears on an Invoice. Clause 12.15(e) says what happens to it if your declaration is found to be untrue, and clause 12.16 and clause 12.16A say how PLM holds it.

Those figures are terms of Section 13A.3 of the Rules and are not configurable. Anything published on the Platform that says nothing is charged to a Respondent, or that PLM's fees are the Stage 1 Fee and one further fee and nothing else, is wrong and is being corrected.

12.15 What happens after a Respondent pays.

(a) Every period running against a party or the Tribunal is suspended from receipt of the payment, except the confirmation period in (b) and the periods for appointing and accepting the Arbitrator. A period that had already expired is not revived.

(b) PLM serves a Notice of Settlement on the Claimant, who has 48 hours from effective service to confirm that the review has been removed or to object that it has not. A Claimant who does neither is treated as having confirmed, automatically, and the settlement is concluded.

(c) The Respondent receives an Invoice for the Settlement Fee and a separate numbered Receipt for Moneys Collected on Behalf for the AED 2,300. The second document is not an Invoice and does not assert a supply by PLM.

(d) A settlement payment received when the offer was not open does not accept the offer and is refunded in full, automatically, and the collection and the declaration are voided. This is the only refund on the Platform that happens without a person.

(e) If the Claimant objects and the Tribunal upholds the objection, your declaration is treated as untrue and the consequences are severe. You do not get the AED 2,300 back. It is forfeited to the persons for whom it was collected and becomes payable to them when the Award is issued or the proceedings otherwise end, whatever the outcome; it is credited against any damages awarded to the Claimant, up to the amount of those damages, and any excess is retained by them. The AED 1,000 Settlement Fee is not refunded either. The proceedings resume, and each suspended period resumes with the time that remained on it when you paid. The Tribunal may take an untrue declaration into account when allocating costs. And the settlement offer is not open to you again. Section 13A.8 of the Rules governs all of that.

(f) What the settlement buys, if it is concluded, is this: once it is concluded, neither party owes the other anything further in respect of the claim (Section 13A.7 of the Rules). An objection is decided by the Tribunal on the documents within three calendar days, on the material Section 13A.6 requires, and not by PLM.

12.16 The money PLM holds for you. Where PLM has collected the AED 2,300 for you, PLM holds it and pays it out by bank transfer once it becomes payable. That money is not PLM's. It does not belong to PLM, it is not PLM's working capital, and PLM does not use it to run its business. It is held for the person entitled to it under Rule 13A.3 until it is paid to them. Three further things about that. PLM cannot pay you without a valid IBAN on record, and until one is given the amount sits unpaid. The transfer is made by a person at PLM recording it, not by the Platform, and PLM does not undertake a period within which it will be made. A payout is not made while the underlying payment is subject to a card dispute.

12.16A Whose money it is. The amount PLM collects under Section 13A.3(b) of the Rules is not PLM's money. PLM holds it for the persons entitled to it, applies it to no other purpose, and does not treat it as available to PLM or to PLM's creditors. Whether it is held in an account separate from PLM's own funds, and on what terms, is a matter PLM must settle with its advisers and its bank, and this clause does not assert that it presently is.

12.17 Costs that are not PLM's fees. The following are payable to someone other than PLM and are not included in any fee: legal translation of exhibits for filing; Dubai Courts filing fees on ratification; and the costs of execution. Any court fee figure published on the Platform is an indication of order of magnitude and is not a quotation.

12.18 By paying a fee you ask PLM to begin performing that stage immediately. For the Stage 1 Fee the stage is performed within seconds and cannot be recalled. PLM offers no right to cancel because you have changed your mind, and these Terms ask you to waive nothing: a waiver of a right the law gives a consumer would be void in any event. What the law does give you, under Article 10 and Article 12 of the Consumer Protection Law, is the right to have the amount you paid returned in whole or in part, or the step performed again properly, where PLM did not perform it or did not perform it properly. Clause 12.9 says how to ask.

12.19 Payment disputes. If you believe a fee was charged in error, contact PLM under clause 26.4 first. If you reverse a payment through your card issuer or bank without contacting PLM, PLM may refuse new filings and new cases from you until the position is resolved. PLM will not restrict your access to an open case file or your ability to meet a deadline in it, and the arbitration continues. A reversal does not undo a step already taken: a notice already served has been served. The Platform records a reversal against the payment and will not pay out money collected for a party while it stands.

12.20 PLM's accounting records are kept in a third-party accounting system outside the United Arab Emirates. Where a fee is invoiced, the payer's name, its registration number where given, its email address and its address may be sent to that system, together with the Invoice and its case reference. Clause 24.4(g) states the basis on which PLM does that and clause 24.9 covers transfers generally.

13.1 This clause is the basis on which PLM issues notices in your name. PLM does not check any of it, and no person reads it before the notice goes out. Read it before you file.

13.2 When you submit a Claim you affirm four Declarations in the claim form. What is recorded is: the wording of all four in English and Arabic as it stood when you submitted, a digest of that wording, its version identifier, which of the four you affirmed, your typed name, the time, the network address you sent them from and the browser you sent them with. That record is the operative one.

13.3 The four Declarations cover: your authority and the Agreement; the review and the Respondent's contact details; the fees and PLM's role; and your consent to the processing of the personal data in the Claim. Clause 13.4 restates as warranties what the first two cover, and adds warranties the Declarations do not cover. Clause 12.9 is the refund position the third records. Clause 24.5 is the processing the fourth consents to.

13.4 By submitting a Claim you warrant that:

(a) you are the Claimant, or you hold specific authority to act for the Claimant in this arbitration, including authority to agree to arbitration and to be bound by the Award, or you are a Permitted Assignee entitled to act under Section 9 of the Rules;

(b) the Agreement is genuine and was entered into by or on behalf of the named Respondent;

(c) the Agreement contains a clause incorporating the Rules by version and date, that the reference is clear as to make the Rules part of the Agreement, and that you have uploaded the page or pages carrying it;

(d) the person who agreed the arbitration clause for each party to the Agreement had capacity and, for a company, was specifically authorised to conclude an arbitration agreement, as Article 4 of the Arbitration Law requires;

(e) the contact details you give for the Respondent are Contractual Contact Details, and you understand that service is effected by transmission to any one of them;

(f) the review text, the Review Site and the review reference you give are accurate, and the review was published by the Respondent;

(g) the Public Review lacks the Minimum Particulars required by Section 3 of the Rules, or is otherwise Non-Compliant Review Content as defined in Section 2.5 of the Rules, and that is the basis on which you ask for it to be cured;

(h) you do not know the review to be an accurate account or an honest opinion; and

(i) you are not filing the Claim for a purpose other than obtaining the relief the Agreement provides.

An Award against you is not of itself a breach of paragraph (h) or paragraph (i). The warranties in paragraph (c) as to clarity and in paragraph (d) are not among the Declarations, because you cannot know the Respondent's internal authority and the Platform never sees who signed the Agreement. They are warranties about what you believe on reasonable grounds.

13.5 You further warrant, for every file and every statement you submit, that:

(a) you own it or are entitled to submit it;

(b) it does not infringe anyone's rights and is not defamatory or unlawful;

(c) it contains no malicious code;

(d) it has not been altered to mislead; and

(e) where it contains the personal data of anyone other than yourself — for example an identity document, a screenshot naming other customers, or correspondence — you are entitled under the PDPL to provide it to PLM for the purposes in clause 24.

13.6 PLM processes personal data contained in User Content as a controller in its own right. The warranty in clause 13.5(e) does not limit PLM's own obligations under the PDPL, and PLM does not rely on it as its own basis for processing.

13.7 You acknowledge that PLM issues the Cure Notice on the strength of your confirmations, without any person verifying them; that it is issued by PLM as delegated person but for and on behalf of you; and that you, not PLM, are responsible for the statements in it that are yours.

13.8 If a warranty in this clause is untrue:

(a) the case may be terminated by the Arbitrator, and the fees are not refunded, save as clause 12.9 provides;

(b) PLM may decline to take any further step in the matter under Section 5.2A of the Rules, and may restrict your access under clause 21;

(c) clause 13.9 applies; and

(d) clause 23 (indemnity) may apply.

13.9 Where PLM believes that a warranty in this clause may be untrue, it will state the facts in writing, at the same time to both parties and, once the Tribunal is constituted, to the Arbitrator, and on the case record. PLM will confine itself to facts within its own knowledge, will express no view on the merits or on the credibility of any party, and will not communicate with the Arbitrator about a case otherwise than on the record with both parties copied.

13.10 If a warranty proves untrue, the Respondent may have rights against you that these Terms neither create nor limit. Nothing in these Terms limits either party's rights under the Consumer Protection Law, the right to seek urgent interim relief from a competent court, or the right to complain to a competent authority.

13.11 You must not use the Platform, or any notice issued through it, to threaten criminal proceedings as a means of obtaining a cure, a payment or a settlement.

13.12 A Claim may be withdrawn only before the Arbitrator has accepted appointment, and only if it has not been assigned. After the Arbitrator has accepted, you may ask the Arbitrator to terminate the proceedings, and the decision is the Arbitrator's. Once a Claim has been assigned, only the Permitted Assignee may discontinue it. While a settlement payment is pending, no withdrawal, termination or discontinuance is accepted at all.

14.1 You keep ownership of your User Content. PLM claims no ownership of it.

14.2 If these Terms bind you, you grant PLM a non-exclusive, royalty-free licence to store, copy, render, translate, transmit, serve, bundle, index and retain your User Content, and to disclose it to the other party, the Arbitrator, a Permitted Assignee where the Claim is assigned, and a court — in each case only for the purposes of the procedure under the Rules, any ratification or enforcement of an Award, and compliance with law.

14.3 PLM takes no licence from a Respondent. PLM handles material filed by a Respondent under the Rules incorporated in that Respondent's own Agreement, and under the PDPL and the Privacy Policy. It uses that material only for the procedure, for any ratification or enforcement, and where the law requires.

14.4 PLM does not use material submitted in a case for marketing. Clause 17 (the Clients section), which publishes a company name and sector with that company's recorded consent, and clause 25.5, which governs any other publication, are the only exceptions.

14.5 Limits on files. At the date of these Terms, each file may be up to 25 MB and up to 20 files may be filed in one submission, and the accepted types are PDF, JPEG, PNG, WEBP, HEIC, HEIF and DOCX. Archives, SVG and plain text are refused. A file whose contents do not match its declared type is refused, as is an encrypted or truncated PDF and a DOCX containing macros.

14.6 What happens to an uploaded file, and the warning about photographs. A cryptographic digest of the file, exactly as you filed it, is taken before anything else and is fixed in the Journal, so that a file cannot be substituted later without that being detectable. The original file is the exhibit. It is what goes to the Arbitrator and into any court bundle, and it keeps whatever information it carried when you filed it, including any location, date, device serial or owner name embedded in a photograph. For images, a separate display copy is made with that information removed, and only that copy is shown on screen to the other party and on the verification page. The copy filed with the court is the original, with that information intact. If you do not want that information to reach the other party or the court, remove it before you upload. This clause is the warning. It is not presently repeated at the upload control, and PLM will add it there.

14.7 The name of the file as your own computer supplied it is kept, is printed on the List of Exhibits that goes into the court bundle, and is written into the Journal, where nothing can remove it. If the file name contains a person's name, that is where it stays. Rename your files before you upload them if that matters to you.

14.8 A Claimant may remove a file only while the Claim is still a draft. Once a Claim is submitted, the evidence forms part of the case record. There is no route by which PLM can remove a single exhibit from a submitted case.

14.9 PLM does not monitor User Content and does not check it for accuracy, authenticity, ownership or lawfulness. What weight to give a piece of evidence is for the Arbitrator, not for PLM.

14.10 Where PLM becomes aware that material is unlawful, contains malicious code, or must be removed by law or by an order, it will withdraw the material from the case file, record that it was withdrawn and why, and tell the parties and, once constituted, the Arbitrator. The record that the material was filed and withdrawn is not deleted. This is an undertaking about what PLM will do, and it presently requires PLM to act on the database directly.

14.11 If you believe material filed in a case is unlawful, or is about you and was filed without a lawful basis, write to PLM under clause 26.4. You do not need an account to do so.

14.12 A file uploaded but never attached to a record is not reached by any deletion the Platform performs, and PLM cannot account for it in an erasure confirmation. PLM does not know of any such file and has no process for finding one.

14.13 Identity documents. The Platform stores an identity number only in masked form on the party record for a case, keeping the last four characters. Three qualifications, and each of them matters.

(a) That is true of the party record. It is not yet true of the claim form itself. The Platform removes an identity number from a draft each time the form is saved, and the browser you file from does not send one any other way — but the programming interface will still accept one when a case is first created, and a number that reaches the draft that way is removed only by the seven-day sweep in clause 24.11(c). PLM will close that path. Until it does, do not put an identity number into the claim form.

(b) It is a statement about one field and not about the case file. Where a party's identity document is filed as evidence — and the Respondent's is, because a court asked to enforce an Award requires the identity of the party it is to be enforced against — the document itself is kept in full, with the number, the photograph and everything else on the card, and it is a required exhibit in the bundle filed with the Dubai Court of Appeal.

(c) An identity document filed as evidence is retained on the same clock as any other evidence and no faster.

Do not read any statement about masking as a statement that the document is not kept.

15.1 Arbitrators and Roster Members act independently. They do not represent, advise or act on behalf of any Provider, Customer, Review Site, PLM or other third party.

15.2 Nothing on the Platform is a standing offer, an obligation, or advance consent by any Roster Member to act as arbitrator in any case. An appointment is subject to express written acceptance in the specific dispute, following conflict checks and required disclosures.

15.3 PLM designates the Arbitrator from the Roster under Section 7.3 of the Rules. PLM gives the Arbitrator no instruction, does not remunerate the Arbitrator, and has no role in the decision.

15.4 The conflict check, and overrides. Before designating an Arbitrator, the Platform applies an automatic conflict check. That check is narrow and mechanical: it looks for membership or ownership of the Claimant's organisation, and for the proposed Arbitrator appearing as a party. Wider matters are for the Arbitrator's own disclosure under Section 7.4 of the Rules and Article 10 of the Arbitration Law. The automatic selector cannot designate a flagged candidate at all. An administrator can, on recording a reason in writing, and an absolute conflict additionally requires a recorded confirmation that the case is a test. The recorded reason is kept on the case record, and nothing presently notifies either party of a flag or of its reason. PLM will tell both parties of a flag and of its reason, and that is an undertaking requiring a person at PLM to act. It does not move your objection period: the period in clause 15.6 runs from service on you of the Arbitrator's Acceptance of Appointment and Statement of Independence, whether or not you have been told of a flag. If you have not been told of a flag and you learn of one late, that is a ground on which to ask for an extension under clause 5.7 or a review under clause 5.10, and you should ask before the three days expire rather than after.

15.5 No officer, employee or contractor of PLM, and no person connected with a Permitted Assignee, may act as arbitrator in a case administered on the Platform. This is PLM's own undertaking. Article 10 of the Arbitration Law, as replaced by Federal Decree-Law No. 15 of 2023, bars a member of the board of trustees, the executive management or the administrative body of the arbitration institution concerned with the administration of the arbitration case in the State from sitting in it, and Article 10 bis of that Law permits such an appointment only on conditions which include the parties' acknowledgement in writing. PLM's position is that it is not an arbitration institution, so the undertaking in this clause stands on its own footing rather than on those Articles.

15.6 An appointed Arbitrator gives a written statement of independence and has a continuing duty to disclose. Either party may object to the designation within three calendar days of service of that statement. PLM decides the objection, and clause 4.4 says what the Rules do and do not say about that. Clause 5.6 explains the difference between an objection and a challenge, and preserves your rights under the Arbitration Law. The three-day period is markedly shorter than the statutory default and rests on your agreement to the Rules, not on the Arbitration Law.

15.7 PLM may replace an Arbitrator. A substitute must accept appointment afresh and give their own statement of independence, and both parties are notified. Nothing already filed is lost.

15.8 The Roster may be empty. PLM publishes an entry only where the Arbitrator has asked to be listed, the biography is complete, and the particulars Article 41(5) of the Arbitration Law requires an Award to carry — including nationality and address — are on file. An Arbitrator who is not listed may still be designated. PLM does not guarantee that a Roster Member will be available in any case. Where no Roster Member can act, the Rules provide for the competent Court to appoint. Look at https://uora.ae/arbitrators before you pay the Stage 2 Fee.

15.9 An Arbitrator's nationality and address are printed on the Award, because Article 41(5) of the Arbitration Law requires the Award to state them. That means a home or chambers address is disclosed to both parties and filed with the court. Clause 9.3 adds the network address. PLM tells every Arbitrator this before they accept.

15.10 Where an Award has not been issued within 21 days after the date it fell due, PLM will, on the written request of either party, consider replacing the Arbitrator under the Rules and will tell both parties what it has done. This is an undertaking by PLM about its own conduct and requires a person at PLM to act on your message. It does not make PLM responsible for the Arbitrator's conduct.

15.11 PLM is not responsible for the conduct of an Arbitrator or for any decision, order or Award. An Award is the Arbitrator's, not PLM's. A complaint about an Award is a matter for the Arbitration Law and the competent Court.

16.1 Where the version of the Rules incorporated in the Agreement provides for it, a Claimant may elect, instead of paying the Stage 2 Fee, to assign the Claim to the Permitted Assignee for the Assignment Fee.

16.2 There is one Permitted Assignee. It is not named here, because the designation is provisional and may change; it is identified on the election screen before you elect, which is the point at which it bears on your decision. You do not choose it. The election screen states whether the Permitted Assignee is PLM, a person connected with PLM, or a company under common control with PLM, and if it is, you should take independent legal advice before electing.

16.3 The election may be made once and cannot be revoked after the fee is paid. An assignment transfers the Claim absolutely. After it, you are no longer the party to the arbitration, you cannot withdraw the Claim, and your remaining entitlement is a contractual share of what is actually recovered.

16.4 Before you elect, the Platform will display in full the Deed of Assignment and the Recovery Sharing Agreement that will be executed, and will state: the identity of the Permitted Assignee and any relationship between it and PLM; your share of net recovery; the order in which the assignee's costs are reimbursed out of a recovery; the assignee's undertaking to file the Request for Arbitration within a stated period; the circumstances in which the Claim reverts to you; the floor below which the assignee may not settle without your consent; your indemnity to the assignee, and the assignee's right to set that off against your share. The same two forms will be published at https://uora.ae/legal. As at the date of these Terms none of that is built: what you are shown before the fee is your percentage share, and the rest of those terms appear for the first time in an instrument executed the moment the fee clears. Do not elect assignment until this clause is true. Asking PLM for a copy does not suspend any deadline.

16.5 You must give a bank account before you elect. The Recovery Sharing Agreement is executed the moment the fee clears and pays your share to a named account, so the Platform will not take the fee until you have given the account name, the bank name and an IBAN. PLM stores those details, keeps them as your standing preference, and prints them in the Recovery Sharing Agreement. PLM does not verify the account. Clause 24.4(i) states the basis on which PLM holds them and clause 24.11 says what happens to them afterwards.

16.6 The Recovery Sharing Agreement is a private instrument between you and the Permitted Assignee. It is never served on the Respondent, is never shown to the Arbitrator, and forms no part of any court bundle. That is a protection for you: it carries your share, the settlement floor and your bank account.

16.7 PLM will nonetheless disclose to the Arbitrator and to the Respondent the fact of the assignment, the identity of the Permitted Assignee, and any relationship between the Permitted Assignee and PLM. Nothing in the Recovery Sharing Agreement is to prevent that disclosure.

16.8 The Assignment Fee is paid to PLM and is applied towards the court fees of recognition, ratification and execution. PLM gives no assurance that anything will be recovered and does not guarantee the Permitted Assignee's performance.

16.9 If the Claim reverts to you under the Recovery Sharing Agreement, PLM will refund the Assignment Fee where no court fee has been incurred. There is no route on the Platform by which a reversion is recorded or a refund on reversion is initiated, so this is an undertaking that requires a person at PLM to act on your written request, and the refund will be recorded as charged in error.

16.10 Where a settlement is paid on an assigned Claim, the money PLM collects for the claimant side is split between you and the assignee as clause 12.14(b) states.

This clause is the wording to which a company consents when it generates the Model Clause. It carries its own version identifier, CL-1.1. Its web address anchor is "clients-listing" and that anchor will not change, whatever number this clause carries. Clauses 17.1 to 17.5 are that wording and are not to be altered without bumping the identifier and obtaining consent again. Clause 17.6 onwards is not part of it.

17.1 When you generate the Model Clause you ask, by that act, for your company to appear in the Clients section of uora.ae. You confirm that you are authorised to act for that company and you agree that UORA may publish its legal name and its sector on that page.

17.2 Nothing else is published. Not your name, not your contact details, not whether the company has ever filed a case, and not the existence, subject or outcome of any case. The Clients section says that a business has adopted the clause, and nothing more.

17.3 Generating the Model Clause does not list you. UORA reviews every request and a company appears only if UORA approves it. UORA may decline a request, and may remove a listing, without giving a reason.

17.4 You may withdraw at any time. Write to support@uora.ae and the company is taken off the page. No reason is required and withdrawal is not conditional on anything. UORA keeps a record that consent was given and withdrawn, which is not published, so that the company is not relisted by accident.

17.5 When you agree to a listing, the Platform records the date and time, the version of this clause, and the account that agreed.

17.6 The following statements are not part of the wording identified as CL-1.1. The Platform also records the network address from which the request was made, the sector chosen and the first Model Clause generated; clause 24 and the Privacy Policy explain what is done with those. The consent is not separately ticked: the only confirmation on the clause page is a single agreement to the Terms and Conditions, which does not mention listing, and no confirmation is shown afterwards telling you that a listing was requested. PLM will change the label on that confirmation and will show the confirmation. Until it does, treat generating a clause from the public page as making the request.

17.7 PLM will remove a company from the page within five business days of a withdrawal request and will confirm in writing. This requires a person at PLM to act on your message; nothing is automated.

17.8 A company that is already listed stays listed until it withdraws; if this wording changes, PLM will tell listed companies and they may withdraw under clause 17.4. The Clients section states that the businesses shown have adopted the UORA clause in their terms. What PLM actually knows is that somebody typed that company's name into a public form, generated a clause, and that PLM approved the listing. PLM will correct the wording on that page to say no more than that.

17.9 The record that a company gave and withdrew a listing consent is kept indefinitely, because its purpose is to prevent an accidental relisting. Clause 24.11(d) says so.

18.1 You must not do any of the following on the Platform.

(a) Submit a Claim you know to be unfounded, or use a notice issued through the Platform as a threat rather than as a step in a procedure.

(b) Threaten criminal proceedings as a means of obtaining a cure, a payment or a settlement.

(c) Ask for a sign-in link or a one-time code to be sent to a person who has not asked for one, or use the Platform to send unwanted messages to anyone.

(d) Attempt to reach a case you are not a party to, or guess, collect, share or publish a case link, a one-time code, a short link or a verification token belonging to someone else.

(e) Probe the verification page or the short-link service to find documents or cases that are not yours.

(f) Scrape, bulk-download, or use automated means to access the Platform beyond ordinary use of a browser, or circumvent a rate limit or an access control.

(g) Upload malicious code, executable content, or a file whose contents do not match its declared type.

(h) Impersonate another person or company, or misstate who you are acting for.

(i) Interfere with the Platform's operation, its security, or another user's use of it.

(j) Publish or share Documents from a case, except as clause 18.2 permits.

18.2 The following are permitted uses of Documents from a case and are not a breach of clause 18.1(j) or of clause 25:

(a) using them for the purposes of the arbitration itself;

(b) giving them to a lawyer or another professional adviser;

(c) using them to apply for ratification or enforcement, or in any court or execution proceeding;

(d) giving an Award, a Certificate of Service or a takedown letter to the operator of a Review Site, for the purpose of a request that the Public Review be amended or removed in accordance with the Award; and

(e) disclosure that the law requires.

Nothing in clause 18.1(j) or clause 25 limits either party's rights under the Consumer Protection Law, the right to seek urgent interim relief from a competent court, the right to complain to a competent authority, or the right to obtain legal, financial or personal advice about a case.

18.3 In connection with the Platform, you must not:

(a) reverse engineer, decompile or copy the Platform's software, except so far as the law permits despite this clause; or

(b) describe PLM, in a case or in your contract, as your lawyer, your adviser, an arbitration institution, a court, or the decision-maker in your dispute, except as delegated person for the limited purposes in clause 4.2.

18.4 This clause states the conduct for which PLM may restrict access under clause 21. For an account holder it is also a contractual obligation. For a Respondent it is not: access to a Case Page is never conditional on accepting these Terms, and clause 21.4 limits what PLM may do.

18.5 Because these Terms are not in force (clause 3.2), clause 18.1 presently operates only as the ground on which PLM may restrict access, and not as a contractual obligation owed by anybody. Clause 3.2(a) lists it among the clauses that are not enforceable.

19.1 The Platform, its software, design, text, the Rules, the document templates, the certificate and Service Log formats, and the names "UORA" and "P L M Portal", belong to PLM or its licensors. User Content does not. An Award does not: rights in an Award arise under the Rules and the Arbitration Law, not from any licence by PLM.

19.2 You may view, print and download pages of the Platform for your own use. You may not otherwise copy, adapt, republish or commercially exploit the Platform's content without PLM's written permission. Clause 10 is a separate and wider licence for the Model Clause, and clause 19.4 is a separate and wider licence for the Rules.

19.3 Documents issued in your case. PLM licenses each party to a case to use, copy, store, translate and file the Documents issued in that case (other than an Award, which clause 19.1 covers), for the purposes of the arbitration, its ratification and enforcement, any takedown or correction request, and legal advice. That licence continues after the case closes. The Documents served on a Respondent are Documents for this purpose. Clause 3.2(b) says that PLM honours this licence from publication whether or not you have affirmed these Terms.

19.4 The Rules. PLM grants you a worldwide, non-exclusive, royalty-free, perpetual and irrevocable licence to reproduce the complete text of any published version of the Rules, in English and Arabic, unaltered and with its version and date, for incorporation into your own contracts, for filing with any court or authority, for use in an arbitration, and for legal advice. Clause 3.2(b) applies to this licence too.

19.5 If you send PLM a suggestion about the Platform, PLM may use it without owing you anything. This does not apply to anything in your case file.

20.1 PLM does not promise that the Platform will be available at any particular time or without interruption. PLM may suspend all or part of it for maintenance, for security, or because of something outside its control.

20.2 The Platform is provided as it is. To the extent the law permits, PLM gives no warranty that the Platform will be uninterrupted or error-free, and gives no warranty about the outcome of any case. Nothing in this clause affects the warranty PLM owes you under Article 10 of the Consumer Protection Law in respect of the service it provides, or your rights under Article 12 of that Law.

20.3 Deadlines under the Rules run whether or not the Platform is available. Where the Platform was materially unavailable during a period in which a party had to act, PLM will record the outage on the case record, tell both parties and, once constituted, the Arbitrator, and extend the affected deadline by not less than the duration of the outage, without a party having to ask. Nothing on the Platform detects an outage or makes that extension: a person at PLM has to. If you believe an outage has affected you and no extension has been made, tell PLM under clause 26.4.

20.4 If the job that enforces deadlines stops running, cases stop advancing and nothing tells anybody. If a notice was withheld by PLM rather than transmitted, service is not effective, the period it would have opened does not run, and no alarm is raised. A case can therefore sit still. If your case appears to have stopped, tell PLM under clause 26.4.

20.5 A request that concerns a deadline after the Tribunal is constituted must be filed through the Case Page, so that it reaches the Arbitrator, unless the Case Page offers no route for it — in which case write under clause 26.4 and PLM will put it before the Arbitrator on the record.

20.6 PLM does not promise that a Review Site, a payment provider, a messaging carrier, a court registry or another third party will be available or will behave in any particular way.

21.1 PLM may restrict or suspend access, revoke sessions, or revoke a case link, where it reasonably believes that: these Terms have been breached; the Platform is being used unlawfully or to harass someone; a warranty in clause 13 was untrue; a payment has been reversed; an account's security is compromised; or the law or an order requires it.

21.2 PLM will tell you the reason, unless the law or an investigation prevents it. You may respond under clause 26.4, and PLM will reconsider.

21.3 You may stop using the Platform at any time, and may ask PLM to deactivate your account by writing under clause 26.4. PLM will act within five business days. Deactivation does not close a case, does not end an arbitration, does not stop a deadline, and does not refund a fee.

21.4 Protection for a party in a live case. PLM will not restrict a party's ability to read a case, to receive Documents, to file, or to meet a deadline in a live case. Where PLM restricts access for any other purpose it will tell the Arbitrator.

21.5 Deactivating an account does not delete it, and there is no rule on the Platform that erases anything when an account closes. Clause 7.8 and clause 24.11 say what is kept. The case record is not deleted when access ends: it is retained under clause 24 and remains available to the Arbitrator and to any court.

22.1 Nothing in these Terms limits or excludes:

(a) PLM's liability for fraud, for gross fault, or for death or personal injury caused by PLM;

(b) PLM's liability for a harmful act under the Civil Transactions Law issued by Federal Decree-Law No. 25 of 2025, and nothing in these Terms is to be read as a condition exempting PLM from liability for a harmful act;

(c) PLM's liability as a controller under the PDPL, including in respect of a processor engaged by PLM;

(d) your right under Article 24 of the Consumer Protection Law to claim compensation for personal or material damage sustained as a result of using the service, which that Article makes unwaivable, or any other obligation that Article 21 of that Law prevents PLM from contracting out of;

(e) your right to seek urgent interim relief from a competent court, or your right to complain to a competent authority; or

(f) anything else that the law of the United Arab Emirates does not permit to be limited or excluded.

22.2 Clause 22 does not apply to a Respondent, or to any other person who is not a party to these Terms. PLM's liability to such a person is determined by law and is not limited by these Terms. A Respondent who pays a Settlement Sum does not become a party to these Terms (clause 3.5).

22.3 Matters outside PLM's role. PLM owes no duty and has no responsibility in respect of:

(a) any decision, order, Award or conduct of an Arbitrator;

(b) the content of any Public Review, or any act or omission of a Review Site, including whether a review is removed, amended or reinstated;

(c) any decision of a court, including whether an Award is ratified or enforced;

(d) the conduct of the other party to your dispute, including a failure to cure, to defend, to comply with an Award or to pay; and

(e) whether anything is recovered on an assigned Claim.

22.4 Where you have asked PLM to make a statement in your name as delegated person, PLM has no liability to you for the truth of that statement or for the consequences of its being untrue.

22.5 To the extent the law permits, PLM is not liable to you for loss of profit, loss of business, loss of reputation or loss of goodwill, or for indirect loss, however it arises. This clause does not apply where you are a Consumer within the meaning of the Consumer Protection Law, whose Article 1 defines a Consumer as any natural or juristic person who obtains a service to satisfy their own needs or the needs of others.

22.6 Cap on contractual liability. To the extent the law permits, PLM's total contractual liability to you arising out of or in connection with a case is limited to the greater of the total fees you paid PLM in respect of that case and AED 5,000. Where a claim does not concern a case, PLM's total contractual liability to you in any 12-month period is limited to AED 5,000. This cap does not apply to anything in clause 22.1, and it does not apply where you are a Consumer within the meaning of the Consumer Protection Law.

22.7 Clause 22.4 does not protect PLM where the statement was untrue because of something PLM did or failed to do, including a check PLM had the information and the ability to make.

23.1 If you file a Claim, and a warranty in clause 13.4 or 13.5 was untrue when you gave it, and you knew or ought reasonably to have known that it was untrue, and the untruth was material, you will indemnify PLM against any claim, proceeding, loss, liability or reasonable cost that PLM incurs as a result, including reasonable legal costs.

23.2 The indemnity does not extend to:

(a) any administrative fine or penalty imposed on PLM by a regulatory authority or a court;

(b) any loss caused by PLM's own act, omission or design choice, including any loss PLM could have avoided by making a check it had the information and the ability to make, and including any loss arising because PLM issued a notice without any person reading the file;

(c) any liability PLM cannot lawfully pass on; or

(d) a natural person who filed the Claim for a company (clause 3.6).

23.3 PLM will tell you promptly of any claim it intends to rely on this clause for, will not settle it without consulting you, and will give you a reasonable opportunity to be involved in its defence.

23.4 A Respondent gives PLM no warranties, owes PLM no indemnity, and owes PLM nothing beyond a Settlement Sum they choose to pay.

23.5 This clause is not capped.

24.1 PLM processes personal data in accordance with the PDPL and in accordance with the Privacy Policy published at https://uora.ae/privacy. The Privacy Policy sets out the categories of data processed, the purposes, the recipients inside and outside the United Arab Emirates, the retention periods, the security measures applied, who inside and outside PLM sees the data, the automated processing carried out, the Journal, the position of children, the safeguards applied to any transfer, and how to exercise your rights. It is versioned, and clause 30 applies to changes to it. Where it differs from these Terms about the handling of personal data, the Privacy Policy governs, except that it may not reduce a protection stated in this clause 24.

24.2 PLM is a controller in its own right of the personal data in a case file, including personal data that a party uploaded about someone else. PLM has not appointed a Data Protection Officer. The data protection contact is support@uora.ae.

24.3 The Executive Regulations under the PDPL have not been issued. Where these Terms or the Privacy Policy state a period for answering a request, reporting an incident or doing anything else about personal data, that period is PLM's own undertaking and not a statutory one, and PLM will bring it into line with any period the Regulations prescribe.

24.4 Lawfulness. Article 4 of the PDPL prohibits processing personal data without the data subject's consent and then excludes eleven cases from that prohibition. PLM relies on the following, purpose by purpose.

(a) For the text of the Public Review, its address and the reviewer's identity as it appears in the review: Article 4(2), because the Respondent made that data available and known to all by their own act.

(b) For the case file, the parties' identities, service of notices, the Award, the petition for ratification and retention for the period in which an Award may be enforced: Article 4(3), because the processing is necessary to initiate procedures of legal claim or defence of rights and is related to judicial procedures.

(c) For security processing about a person who has no contract with PLM, including rate-limiting a sign-in attempt: Article 4(10), because Articles 7(1) and 20(1) of the PDPL impose specific security obligations on PLM.

(d) For your own personal data as a Claimant, so far as processing it is necessary to the paid engagement between you and PLM: Article 4(9).

(e) For the Clients listing in clause 17: your consent, which you may withdraw at any time under clause 17.4.

(f) For the analytics in clause 24.13: your consent, which you may withdraw at any time.

(g) For the payments record and the Invoice and Credit Note records, including those that survive an erasure under clause 24.12(b), and for sending the payer's details to PLM's accounting system under clause 12.20: Article 4(10), because the tax and commercial-records law in force in the State requires PLM to keep and to be able to produce them.

(h) For an Arbitrator's and a Roster Member's personal data, including the particulars Article 41(5) of the Arbitration Law requires an Award to carry: Article 4(3) for the conduct of the case, and Article 4(9) for the engagement between that person and PLM; and for a published Roster entry, that person's consent under clause 15.8.

(i) For an organisation's trade licence and its signatory's identity document, and for payout account details taken under clause 16.5: Article 4(9), as necessary to the engagement between PLM and that organisation.

(j) For error and performance monitoring, which clause 24.9(c) discloses: the Article 4 case has not been settled. PLM will settle it and will narrow or stop the processing rather than assert a case that does not fit.

Where a purpose is not listed above, PLM has not identified an Article 4 case for it, and clause 24.11(d) says which records are in that position.

24.5 PLM does not rely on a legitimate-interests test, because the PDPL contains no such case. PLM does not rely on one party's consent as its basis for processing another person's personal data. PLM does not rely on Article 4(1) (public interest) or Article 4(7) (protecting the data subject's interests), neither of which describes what PLM does. The consent in the fourth Declaration covers the Claimant's own data for the arbitration and any ratification or enforcement, and covers nothing wider.

24.6 A Respondent has agreed nothing. A Respondent's data reaches PLM because the Claimant supplied it, and PLM authenticates the Respondent against those same details. Article 13(2) of the PDPL requires PLM, before it starts processing, to give the data subject the purposes of the processing, the sectors or establishments inside and outside the State with whom the data will be shared, and the safeguards applied to processing outside the State. The Cure Notice carries a notice in English and Arabic identifying PLM, the purpose, the four rights and the address of this Policy. The address it points at is not yet a published notice, and until it is that duty is not fully discharged.

24.7 Sensitive personal data. The PDPL folds sensitive personal data into personal data and applies the same Article 4 cases to it, so PLM relies on no additional condition. PLM does not filter the review text or the evidence by category, and the Claimant chooses what to file, so data revealing health, religious or political opinions, family circumstances or an allegation of criminal conduct may enter a case file. Where it does, the consequence is not a different basis but higher duties on PLM: the security duty in Article 20, the impact-assessment trigger in Article 21 and the Data Protection Officer trigger in Article 10.

24.8 Automatic steps and human review. Clause 5.9 describes the steps the Platform takes without a person, and clause 5.10 is your right to have a person review one, whether or not clause 5.9 lists it. PLM does no profiling and does not score, rate or rank any person.

24.9 Outside the United Arab Emirates. The Platform's database, its file storage and its application run in the United Arab Emirates. Several recipients are outside it, and some of them matter more than a general statement would suggest.

(a) Email. Every notice, certificate, Invoice and Award PLM serves by email is carried by an email provider outside the United Arab Emirates. That provider receives the recipient's address, the subject, the full text of the message in both languages, the attached Document itself, and identifiers for the case, the document and the attempt. It is the primary channel, not an exception.

(b) Messaging. Where a notice is served over a messaging service, and the template used carries a document, PLM mints a read link to the Document that is valid for 30 minutes and the messaging service's operator fetches the file over the public internet. Anyone holding that link can read the Document during those 30 minutes without signing in to anything. The Document is then held by that operator outside the United Arab Emirates and may be kept in the recipient's own backup of that service. A reply sent on that channel travels back the same way and is filed in the case (clause 11.18).

(c) Payments, hosting of the public pages and the interface, accounting, translation of draft text, and error and performance monitoring each involve a recipient that may be outside the United Arab Emirates. All browser traffic to the Platform's interface passes through a content delivery network outside the State, which therefore sees what you type and the case-access credential in the address.

(d) Operator alerts. Alerts to PLM's own operations staff about payments and about Model Clause generation are configured to reach a single mobile telephone controlled by PLM, over the same messaging service as paragraph (b), and therefore outside the United Arab Emirates. As presently built, the payment alert carries the payer's name and email address. No alert is being sent today, because the messaging provider has not approved the templates; approval alone would start them, with no further decision by PLM. PLM will remove party-identifying data from alert content, and until it does this clause states what an alert would carry.

24.10 Article 22 of the PDPL permits a transfer outside the State only in cases approved by the UAE Data Bureau, and no such approval has been published, so PLM relies on Article 23. For each recipient the Privacy Policy states which limb of Article 23 is relied on. Where PLM cannot state one, the Privacy Policy says so rather than asserting one. If you do not want Documents in your case sent to you over a messaging service, tell PLM under clause 26.4, and PLM will use another Contractual Contact Detail where the Agreement records one. That request is acted on by a person; there is no setting for it.

24.11 Retention, and what nothing deletes. A case file is retained while the case is open and afterwards for the period stated in the Privacy Policy, which at the date of these Terms is ten years from closure. Four things about that, all of them true and none of them obvious.

(a) That erasure is not automatic. It is switched off, has never run, and no case has ever been erased by it. Erasure is performed by hand, by an administrator, and normally on request.

(b) A case that never closes is reached by nothing. Neither the archiving step nor the erasure step can see a case that has no closing date, and many procedural states do not produce one. Such a case is held indefinitely.

(c) An abandoned claim draft is held indefinitely too. Seven days after the last save the Platform empties any identity-number field in it. Everything else the Claimant typed — names, addresses, telephone numbers, the review text — stays.

(d) Some records are reached by no deletion rule at all: an organisation's trade licence and its signatory's identity document; a bank account held as your payout preference; every email address an account has ever held; a record of a Model Clause generation; the record that a company gave and withdrew a Clients-listing consent (clause 17.9); an Arbitrator's own record and any instrument issued about an Arbitrator rather than about a case, such as a Deed of Nomination, which case erasure cannot reach because it belongs to a person; and the sign-in links, one-time codes and session records created for account sign-in rather than for a case. Deactivating your account does not remove any of them. PLM has not set a retention rule for these records, so they are kept indefinitely, and PLM does not assert an Article 4 case for keeping them beyond the period they were collected for. It will publish a rule for each of them when it sets one.

24.12 What erasure does not achieve. Erasure destroys the content of a case: the case tables, the wizard draft, the review text, the bank details snapshot, the documents and the stored files. It leaves an identifier-only record behind, and that record is not anonymous — it keeps the case number, the organisation that filed, the person who created the case and any court reference. Four further limits, and PLM would rather state them than have you discover them.

(a) The Journal cannot be reached. It is append-only, owned by a role the application cannot alter, and refuses any change. It carries, among other things, the original file names of exhibits as the uploading party's own computer supplied them, and the before-and-after email address and name on an administrative change to an account.

(b) Tax records are kept. The payments record and the Invoice and Credit Note records survive an erasure because tax law requires it, and clause 24.4(g) is the basis. The Invoice prints the case as "claimant v. respondent", so an erased Respondent is still named on a retained tax record for as long as that record must be kept.

(c) Deletion is not immediate. Copies persist in soft-deleted storage, in storage versioning, in the database restore window and in nightly backups. PLM records and will quote the date on which that residue clears, which is 35 days after the erasure.

(d) Erasure by PLM is not erasure from the world. It does not reach copies held by the other party, the Arbitrator, a court, or a third party that received the data lawfully, and it does not reach the signature image held against your own account rather than against a case.

24.13 Cookies, measurement, and what is kept in your own browser. The Platform sets no cookie for signing in. Ten named public pages load Google Analytics, and only if you press Agree on the notice that explains it; if you refuse, or your browser sends a Do Not Track or Global Privacy Control signal, nothing is loaded and nothing is asked again. The measurement is configured not to send a page address: it sends the shape of the path instead. Google's advertising and cross-device features are off, and no tag manager is used. If you agree, Google receives your network address, the analytics cookies named _ga and _ga_ with a suffix, your referrer and ordinary device characteristics. Separately from cookies, the Platform keeps a small number of items in your own browser's storage and nowhere else, so PLM has no record of any of them: your answer to the measurement notice; your language choice; the tab you were last on; which sections of a case file you collapsed; a device identifier used for the sign-out-everywhere rule in clause 8.4; and your session token, which clause 8.5 describes and which is not kept after the tab is closed. Separately again, PLM keeps its own count of page views, which runs whether or not you agree; it stores no network address and no browser identification string at all, and it is deleted after 120 days. No page that carries a case credential — a Case Page, a short link or a verification page — loads Google. Withdraw your agreement at any time from the link in the footer of every page. PLM's own count identifies a reader by a key that changes every day; it is pseudonymous rather than anonymous, because PLM holds the secret the key is computed with.

24.14 Your rights, and complaints. You may ask PLM for access to your personal data, and for its correction, erasure or restriction, and you may object to processing, in each case to the extent the PDPL provides. Five things about how that works here.

(a) Write to PLM under clause 26.4. There is no self-service route. A person at PLM registers the request and answers it.

(b) PLM undertakes to acknowledge within 5 business days of receipt and to answer within 30 calendar days of receipt. Those are PLM's own undertakings. The PDPL prescribes no period (clause 24.3).

(c) The right to object under Article 17 of the PDPL is not a general right to stop processing: it reaches direct marketing, statistical surveys and processing carried out in breach of Article 5. It does not let a Respondent stop the arbitration processing. The right in Article 18 to object to an automated decision is different and is clause 5.10.

(d) Data portability under Article 14 of the PDPL requires consent or a contract. A Respondent has neither, so Article 14 does not apply to a Respondent. PLM will nonetheless give a Respondent a copy of their own case data on request, as a courtesy and not as a right under that Article.

(e) The access response PLM can produce today is scoped to one case and to your role in it. It does not include your signature image or the network address recorded against it, your account-level sign-in records, your payout details, your former email addresses, or an organisation's uploaded documents. PLM will widen it. Until it does, ask specifically for anything in that list if you want it.

24.15 Personal data breaches. Where PLM becomes aware of a breach or violation of personal data that would prejudice its privacy, confidentiality or security, PLM will report it to the UAE Data Bureau, with the particulars Article 9(1) of the PDPL requires, save that PLM has appointed no Data Protection Officer and so cannot presently give the particulars Article 9(1)(b) calls for; and PLM will tell you where the breach would prejudice the privacy, confidentiality or security of your own personal data, and what PLM has done. The PDPL prescribes no deadline and PLM states none: the duty runs from the moment PLM becomes aware. PLM does not presently keep a breach register and will build one.

24.16 You may complain to PLM, and you may complain to the UAE Data Bureau under Article 24 of the PDPL. Nothing in these Terms limits either right.

24.17 Security. Article 20 of the PDPL requires PLM to apply appropriate technical and organisational measures, and names pseudonymisation and encryption among them. Section 23 of the Privacy Policy is where the measures are described; this clause states only the two that the Platform's own record plainly evidences, so that clause 24.1's list does not read as a promise with nothing behind it. An identity number held on a party record is stored only in masked form (clause 14.13). A stored file is reachable only by a link that is signed and that expires. This clause asserts nothing beyond those two, and clause 24.14(e) and clause 24.15 say what is not yet built.

25.1 Proceedings under the Rules are confidential to the extent the law permits, subject to the exceptions the Rules set out and to the permitted uses in clause 18.2. Article 48 of the Arbitration Law makes an arbitral award confidential and prohibits its publication, in whole or in part, without the written approval of the parties; the same Article provides that the publication of a judicial judgment which covers an arbitral award is not a violation of that principle. Section 14.1 of the Rules is the parties' written agreement that confidentiality does not prevent disclosure required for court recognition or enforcement, for a takedown request to a Review Site, or through the verification facility.

25.2 The Platform publishes a verification page at https://uora.ae/verify. Anyone holding a Document issued by the Platform can check it there, with no account.

25.3 What the code in the footer of a Document discloses. The short code printed in the footer and in the QR code discloses the existence, identifier, type, date and digest of that Document, the fact and time of its service, the case number, and — for a Document issued by the Tribunal — the name of the Arbitrator. It does not disclose the content of a case, the review, any contact detail or any amount. A QR code is easy to photograph and forward, and anyone who has it has that much.

25.4 A longer code exists in the Platform's record and unlocks more: the party names and the times and channels on which each party was contacted. It is not printed on any Document. The verification page tells a reader to enter it, and no reader can, because there is nothing to copy it from. That means the party-level disclosure is presently unobtainable by anybody, and it also means there is nothing for you to obscure before you give a Document to a third party. PLM will either print the code or correct the page.

25.5 PLM will not publish an Award, any Document issued in a case, or any court, ratification or execution reference arising from a case, without the prior written consent of both parties, given for that specific publication. Removing a name is not enough where a published reference allows a party to be identified from a public file. Material of that kind is presently published on the home page of the Platform and PLM will remove it unless that consent is held. Some of that material consists of court documents, which Article 48 does not prohibit publishing; the undertaking in this clause is therefore wider than that Article requires, and it is given because a court reference can identify a party from a public file even where the name is removed.

25.6 The takedown letter. Where an Award orders a Public Review to be removed or corrected, the Platform drafts a letter for the Claimant to send to the Review Site, naming the site's own submission channel, and the letter encloses the Award. PLM does not send it and does not correspond with the Review Site. Sending it discloses the Award, and the parties' names in it, to that Review Site. Section 14.1 of the Rules permits disclosure required for a takedown request; whether the whole Award is required for it, rather than the part that orders the step, is a question you should consider before you send it.

26.1 Notices in a case are served under Section 5 of the Rules, on the Contractual Contact Details, and not under this clause.

26.2 When service is effective. Under the Rules, service is effective at the first successful transmission to a Contractual Contact Detail, whether or not it is delivered and whether or not it is read. That is the only construction the Platform will apply; a delivery-based construction exists in the software and cannot be selected. Three further parts of that rule matter. Making a Document available on the Case Page is a method of service under the Rules but is not a transmission to a Contractual Contact Detail, so it cannot start a period. Where every Contractual Contact Detail that was tried fails, service is not effective, the period it would have opened does not run, and the notice is served again with a fresh Certificate of Service. And a message PLM held back rather than transmitted is neither service nor a failure: no period starts, and nothing raises an alarm (clause 20.4).

26.3 Delivery and read confirmations are corroboration only. Where a provider reports one, it is recorded. It does not move the effective time of service or the deadline that runs from it. Section 5.4 of the Rules says such confirmations are recorded in the Service Log and stated in the Certificate of Service; on email PLM does not collect read confirmations at all, and the Certificate of Service does not state them. Do not rely on that sentence of the Rules.

26.4 How to write to PLM. A notice to PLM under these Terms, and every request these Terms tell you to make, must be sent by email to support@uora.ae, and is treated as received on the next business day in Dubai. A notice about the restriction of your access, a claim against PLM, or these Terms must also be sent by post to the address in clause 31. You do not need an account to write. One warning, because this clause and clause 26.6 do not run together. The deeming rule in this clause is about when a notice takes effect between you and PLM. It does not extend any period under the Rules, and the periods in clause 26.6 run in calendar days and clock hours regardless, including across a weekend or a public holiday. So a period can expire before a message about it is treated as received. If your deadline is close, do not rely on this route alone: send your message immediately, say in the subject line that a deadline is imminent and give its date and time, and read clause 5.11. Notwithstanding the deeming rule in the first sentence of this clause, PLM undertakes to treat a message so marked as received by PLM at the moment you sent it.

26.5 Support is not a channel to the Arbitrator. A message to support does not enter the case record and is not put before the Arbitrator, except where these Terms say otherwise — clauses 5.7, 5.10, 11.17, 14.11 and 20.5. Anything you want the Arbitrator to see must be filed through the Case Page, and clause 11.7 is the list of what the Case Page will accept.

26.6 How periods are counted, and how that differs from the statute. Every period in the Rules that runs against a party is counted in calendar days or in clock hours from the effective instant of service, in Dubai time. There is no next-day start, no evening cut-off, and no extension where the last day falls on a weekend or a public holiday. A 48-hour period beginning at 23:43 expires at 23:43 two days later, whatever day that is. Article 24 of the Arbitration Law would count differently, and the position has two parts.

(a) Article 24(1) provides that a communication sent by email is received on the date sent, and that receipt after six in the evening in the country of receipt counts as receipt the next day. Article 24(1) opens with the words "Unless otherwise agreed by the Parties", and Sections 5.4 and 8.3 of the Rules are that agreement, so the receipt rules in Article 24(1) do not apply to your case.

(b) Article 24(2) is a separate paragraph. It would start a period on the day after receipt, count official and business holidays that fall inside the period, and extend a period whose last day is an official or business holiday at the recipient's place of business to the first following working day. Article 24(2) contains no words permitting the parties to agree otherwise. PLM's position is that Article 24(2) governs the calculation of periods fixed by that Law, because that is what its own words say, and not the calculation of periods fixed by the parties' own contract, so it does not apply to a period under the Rules. That position has not been tested. If it is wrong, a period under the Rules whose last day falls on an official or business holiday at your place of business would be extended to the first following working day, and a court may so find. Do not read these Terms as saying that periods are calculated in accordance with Article 24: they are calculated differently, and clause 26.7 is what protects you if that difference has cost you the opportunity to be heard.

26.7 Nothing in the Rules or these Terms limits the power of an Arbitrator, or of the competent Court, to find that a party did not receive a notice or was otherwise unable to present its case, or to extend a period or set aside a step in consequence. Article 53 of the Arbitration Law makes the inability of a party to submit its defence, through want of proper notice or otherwise, a ground on which an Award may be set aside.

26.8 A notice from PLM to you under these Terms is sent to the email address on your account, and is treated as received on the next business day in Dubai. Where you have no account, PLM writes to a contact detail recorded on the case file.

27.1 If PLM decides to cease operating the Platform, it will give at least 90 days' notice to account holders and to every party in an open case, and will publish the notice at https://uora.ae/legal.

27.2 Before ceasing, PLM will publish the complete text of each published version of the Rules, in English and Arabic with its digests, in a form that remains publicly accessible, and will identify where it may be found.

27.3 Before ceasing, PLM will deliver to each party in a case a complete copy of that case's Documents and evidence, including any Award, the Certificates of Service and the Service Log, in a form usable for an application under Article 55 of the Arbitration Law. PLM will give every account holder a defined period in which to download their case files.

27.4 Before ceasing, PLM will pay out any money it holds for a party under clause 12.16, or return it to the payer where it cannot.

27.5 Ceasing to operate the Platform does not end an arbitration agreement in your own contract. The Rules provide for appointment of an arbitrator by the competent Court where no Roster Member can act.

27.6 If PLM ceases to operate the Platform otherwise than by its own decision — on an insolvency, on the loss of a licence, or for any other reason outside its control — clauses 27.1 to 27.4 cannot be performed in the way they are written. PLM undertakes to procure, so far as the law allows, that its liquidator, administrator or successor performs clauses 27.2, 27.3 and 27.4, and to put in place before these Terms come into force an arrangement by which the published text of each version of the Rules remains available so that clause 10.8 survives PLM. What that arrangement is, and whether money held under clause 12.16A is protected from PLM's creditors, are matters PLM must settle before these Terms are in force, and this clause does not assert that they are settled.

28.1 A dispute between you and PLM about the Platform or these Terms is not arbitrated under the Rules. The Rules govern a dispute about a Public Review between a Provider and a Customer who have incorporated them into their own contract. PLM is not a party to that arbitration agreement, and these Terms are not an arbitration agreement.

28.2 These Terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai.

28.3 The courts of Dubai have jurisdiction over any dispute arising out of or in connection with these Terms or your use of the Platform. This does not deprive you of a right to bring proceedings in another court where mandatory law gives you that right, and does not prevent either of us from seeking urgent interim relief from any competent court.

28.4 Nothing in this clause affects an arbitration between a Provider and a Customer, the seat of that arbitration (Dubai), the law governing it (the Arbitration Law), or the jurisdiction of the Dubai Court of Appeal to ratify an Award under Article 55 of that Law.

28.5 A Respondent is not bound by clause 28.3. PLM's position as against a Respondent is governed by law.

29.1 If something has gone wrong, write to PLM under clause 26.4 setting out the problem. PLM will reply. Most complaints can be settled that way.

29.2 Using that route is not a condition of your right to go to court, and does not stop time running for any purpose.

29.3 You may also complain to the Department of Economy and Tourism, Dubai, and, in respect of personal data, to the UAE Data Bureau. Nothing in these Terms limits either right.

29.4 A complaint about a Cure Notice concerns a notice PLM issued as delegated person for and on behalf of the Claimant, without any person at PLM reading the file. PLM will answer any complaint addressed to it about the way it issued or served the notice, and will pass the complaint to the Claimant and tell you it has done so.

29.5 If you are a Respondent and your complaint is that the notice should never have been issued, clause 5.10 is the route and PLM will treat your complaint as a request under it.

30.1 PLM may change these Terms. Each version carries a version number and an effective date and is published at https://uora.ae/terms.

30.2 A change takes effect on its effective date and applies from then on. It does not apply retrospectively to a fee already paid or to a Model Clause already incorporated into a contract.

30.3 Where you have an open case, the version of these Terms in force when that case was opened continues to apply to that case until it closes.

30.4 Where a change is material, PLM will email the address on your account at least 14 days before it takes effect. Other changes take effect on publication. A change that adds a procedural decision to clause 5.5, or an automatic step to clause 5.9, or that shortens a retention period stated in clause 24.11, is a material change.

30.5 If you reject a material change, you may stop using the Platform and ask PLM to deactivate your account, and PLM will refund any fee you have paid for a stage that has not yet begun. That refund is recorded as charged in error, for the reason clause 12.10 gives.

30.6 A change to these Terms never changes the Rules, never changes the version of the Rules incorporated in any contract, and never changes the fees applicable to an existing case.

30.7 Clause 17 (the Clients section) carries its own version identifier. If its wording changes, that identifier changes with it and PLM will obtain consent again from every listed company. A company already listed remains listed until it withdraws, and PLM will tell listed companies of the change.

30.8 If PLM turns on the Screening step, or enables or disables a service channel, PLM will publish the change and its date at https://uora.ae/legal before it takes effect, because clauses 5.1 and 8.8 describe the configuration and not only the contract.

31.1 P L M Portal L.L.C.

The Metropolis Tower, Office 1305

Marasi Drive, Business Bay

Dubai, United Arab Emirates

Trade licence no. 1473120, issued by the Department of Economy and Tourism, Dubai

Email: support@uora.ae

31.2 Mail to that address is delivered through a third-party forwarding service.

31.3 There is no contact form and no live chat. Email leaves you holding a copy of what you sent.

32.1 If any part of these Terms is found to be unenforceable, the rest continues to apply, and the unenforceable part is read down to the extent needed to make it enforceable rather than struck out entirely.

32.2 A delay by PLM in enforcing a term is not a waiver of it.

32.3 You may not transfer your rights or obligations under these Terms without PLM's written consent. This does not affect the assignment of a Claim under Section 9 of the Rules and clause 16.

32.4 PLM may transfer its rights under these Terms. PLM may transfer its obligations only with your consent, which you will not unreasonably withhold where the transferee assumes clause 10.8 and clause 27 in writing and your rights are not diminished. If you do not consent, you may ask PLM to deactivate your account and PLM will refund any fee paid for a stage that has not yet begun. PLM will not transfer the Platform unless the transferee assumes clause 10.8 in writing for the benefit of every person whose contract cites a published version of the Rules.

32.5 These Terms, the Privacy Policy, any separate written arrangement under clause 3.7, the Declarations you affirm when submitting a Claim, and — for the conduct of a case — the version of the Rules incorporated in the relevant Agreement, are the whole of what applies between you and PLM in respect of the Platform. They replace any earlier statement, except that nothing here excludes liability for a fraudulent statement. The Declarations are made in addition to these Terms and are not superseded by them.

32.6 No one other than you and PLM has any right to enforce these Terms, except that clause 10.8 (availability of the Rules) is stipulated for the benefit of, and may be enforced by, any person whose contract incorporates a published version of the Rules, and clause 19.3 (licence to use Documents) is stipulated for the benefit of, and may be enforced by, any party to a case.

32.7 The following clauses continue to apply after your access to the Platform ends: 4, 5.6, 5.10, 6, 9, 10, 12.9, 12.10, 12.11, 12.16, 12.16A, 13, 14.1 to 14.4, 14.6, 14.7, 16, 18.1(j), 18.2, 19, 22, 23, 24, 25, 26, 27, 28, 29 and 32.

32.8 Where a clause of these Terms says that PLM will do something the Platform does not presently do, that clause says so in those words, and it is an undertaking about PLM's own future conduct rather than a description of the Platform as it is. Where a clause says instead that nobody is told something, or that a thing is not built, that is a description of the Platform as it is and it is not an undertaking. Neither is hidden behind a marker: if this instrument describes something that does not yet exist, the sentence itself says so.