Terms of Service

1. Agreement and Acceptance

These Terms of Service ("Terms") form a binding agreement between TrustBill LLC, a company incorporated in the United Arab Emirates ("TrustBill", "we", "us"), and the customer identified in the account registration ("you", "Customer"). By creating an account, clicking "I accept", accessing or using the Services, or authorising any person to do so on your behalf, you accept these Terms and represent that the individual accepting has authority to bind the Customer. If you do not agree, do not use the Services.

2. Definitions

In these Terms:

• "Services" — the TrustBill e-invoicing platform, websites, mobile and desktop applications, APIs, integrations, and any associated support and professional services.
• "Customer Data" — invoices, buyer/seller records, tax data, uploaded documents and all other data you or your Users submit to the Services.
• "User" — an individual authorised by the Customer to access the Services on the Customer's behalf.
• "Consultancy" — a Customer that uses TrustBill to service its SME clients on the platform, including via TrustBill's white-label offering.
• "SME" — a Customer using TrustBill either directly or through an inviting Consultancy to file its own invoices.
• "ASP" — an FTA-accredited Service Provider through which invoices are delivered to the UAE Federal Tax Authority.
• "Order" — a subscription selection, plan purchase, credit-bundle purchase, or add-on order placed through the Services.
• "Fees" — the amounts payable for Orders as displayed at the point of purchase or in the current published price list.
• "Confidential Information" — non-public information a party discloses that a reasonable person would treat as confidential, including source code, business plans, customer lists, unpublished pricing, and Customer Data.

3. Eligibility and Accounts

To use the Services you must:

• Be at least eighteen (18) years old and legally competent under UAE law.
• Be authorised to act on behalf of the business you register (holding an active UAE trade licence for revenue-generating tenants).
• Provide accurate, current and complete registration information and keep it up to date.
• Keep credentials confidential and use multi-factor authentication where offered.
• Notify us promptly at info@trustbill.ae of any suspected unauthorised access or breach of security.

You are responsible for every action taken through your account. We may verify your identity, business status, TRN, or other regulatory-relevant information at signup and periodically thereafter (Know-Your-Business checks) and may suspend accounts pending verification.

4. The Services

TrustBill provides an e-invoicing platform for UAE businesses that includes:

• Invoice creation, validation against UAE PINT-AE and FTA e-invoicing standards, and submission through an ASP under Cabinet Decision No. 106 of 2025.
• TRN management, verification, and public-registry lookup.
• Integrations with ERP and accounting systems (QuickBooks, Xero, Odoo, Tally, Zoho and others).
• A Consultancy portal for managing SME clients, plans, credits, payouts and white-label branding.
• Reporting: VAT return preparation, compliance summaries, and custom reports.

We may improve, add, or modify features from time to time. We will not materially reduce a paid feature during the subscription term without offering you a pro-rata refund of the remaining Fees for that feature.

5. Service Availability

We aim for high uptime but do not commit to a formal SLA in these Terms. Planned maintenance is announced in advance where practicable; emergency maintenance may occur without notice. Availability targets, service credits, and dedicated support may be offered in a separate written enterprise agreement. Access requires a working internet connection, a compatible browser or device, and functioning third parties (payment processor, ASP, FTA endpoints, ERPs); we are not responsible for outages caused by those third parties or by your infrastructure.

6. Orders, Fees and Payment

Fees and payment terms:

• Subscription Fees are billed monthly, quarterly, or annually as selected at Order.
• Credit-bundle Fees are billed one-time and grant a fixed number of invoice deliveries or add-on capacity; unused credits expire at the end of the bundle validity period.
• All Fees are exclusive of VAT and other applicable taxes, which will be added at the prevailing rate on our invoice.
• Fees are payable in AED unless stated otherwise. Payments are processed by Stripe or an equivalent authorised processor; TrustBill does not store full payment-card data.
• Late payment: overdue amounts accrue interest at 1.5% per month (or the highest rate permitted by UAE law, whichever is lower) and we may suspend the Services after ten (10) days' notice of non-payment.
• Price changes: we may change published Fees on thirty (30) days' notice. Changes take effect at your next renewal; you may cancel before renewal if you do not accept them.

7. Refunds and Cancellations

Cancellation and refund terms:

• You may cancel a subscription at any time in your account settings. Cancellation takes effect at the end of the current billing period; you retain access until then.
• Monthly Fees are non-refundable once paid.
• Annual Fees paid in advance are refundable on a pro-rata basis for unused whole months if you cancel because of a material breach by us that we fail to cure within thirty (30) days of written notice.
• One-time credit bundles are non-refundable once purchased; unused credits are forfeited when the validity period ends.
• White-label activation, Branded Desktop App orders, and other one-time setup fees are non-refundable once the corresponding build or activation has begun.

Refunds are processed via the original payment method within fourteen (14) business days of approval. Statutory rights that cannot be waived under UAE law are not affected.

8. Licence Grant

Subject to your compliance with these Terms and payment of applicable Fees, TrustBill grants you a limited, non-exclusive, non-transferable, non-sublicensable licence to access and use the Services during the subscription term, solely for your internal business purposes and, if you are a Consultancy, for the benefit of your SME clients.

9. Customer Data — Ownership and Licence to TrustBill

You retain all rights, title and interest in Customer Data. You grant TrustBill a worldwide, royalty-free, non-exclusive licence to host, process, transmit, display and back up Customer Data for the sole purpose of providing and improving the Services, complying with law, enforcing these Terms, and generating aggregated or anonymised statistics that do not identify you. Customer Data is processed under our Privacy Policy and, on request, under a Data Processing Agreement.

10. Acceptable Use

You will not, and will not permit any User or third party to:

• Reverse engineer, decompile, disassemble, or attempt to derive source code, algorithms, or trade secrets from the Services.
• Rent, lease, sell, resell, sublicense or make the Services available to any third party except as expressly permitted for Consultancies servicing their SME clients.
• Send unsolicited commercial email, phishing, malware, or fraudulent invoices through the Services.
• Interfere with, disrupt, probe, or perform load-testing against the Services without our prior written consent.
• Bypass rate limits, authentication, or access controls.
• Use the Services to violate any UAE law, including the Cybercrime Law, Anti-Money Laundering Law, sanctions regimes, or FTA regulations.
• Use the Services to process Personal Data unlawfully, in particular to process Sensitive Personal Data without the appropriate legal basis under the PDPL.
• Impersonate any person or misrepresent your affiliation with any person or entity.
• Introduce viruses, worms, ransomware or any other malicious code.

11. Customer Responsibilities

You are solely responsible for:

• The accuracy, legality and completeness of Customer Data and for having a legal basis to submit it.
• Your and your Users' compliance with these Terms, applicable UAE laws (including tax, PDPL, AML, and Cybercrime laws), and your Consultancy's own house rules if you are an SME using a Consultancy portal.
• Reviewing invoices and reports for accuracy before submission to the FTA; TrustBill validates for structure and known FTA rules but does not verify substantive business or tax correctness.
• Backing up any Customer Data you consider critical outside the Services (though we also maintain platform backups per our Privacy Policy).
• Payment of all Fees and applicable taxes.
• The security of your account credentials and any actions taken through your account.

12. Consultancy–SME Relationship

If you are a Consultancy inviting SMEs to the platform, you represent that you have contractual authority from each SME to act on their behalf, to instruct TrustBill regarding their data, and to receive invoicing/subscription information about them. You are Controller for the SME data held on the platform on your behalf; TrustBill is Processor for that data. If you are an SME using a Consultancy portal, you consent to the Consultancy receiving your account state and invoice-delivery telemetry as necessary for them to service you.

13. Third-Party Services

Certain features rely on third-party services outside our control, including payment processing (Stripe), ASPs (Microvista, Tron-Stride, Storecove, Complyance and successors), the FTA e-invoicing network, ERPs, and app-store platforms. Your use of those services is subject to their own terms. We are not responsible for a third party's acts, omissions, or downtime. We will make commercially reasonable efforts to select reputable providers and pass through relevant contractual protections where feasible.

14. Intellectual Property

The Services, including all software, designs, text, graphics, workflows, and documentation, are and remain the sole property of TrustBill and its licensors and are protected by copyright, trademark and other intellectual-property laws. "TrustBill", the TrustBill logo, and related marks are trademarks of TrustBill LLC. Nothing in these Terms transfers any intellectual-property right to you except the limited licence in Section 8. You may not remove, obscure or alter proprietary notices on the Services.

15. Feedback

If you send us suggestions, improvement ideas, or feedback ("Feedback"), you grant us a perpetual, worldwide, royalty-free, sublicensable licence to use the Feedback for any purpose, including incorporating it into the Services. You waive any moral rights in the Feedback to the extent permissible by UAE law.

16. Confidentiality

Each party will keep the other's Confidential Information confidential, protect it with at least the same care it uses for its own confidential information (and no less than reasonable care), and use it only to perform obligations or exercise rights under these Terms. This does not apply to information that is public through no fault of the receiving party, was rightfully known before disclosure, is independently developed without reference to the disclosed information, or must be disclosed under legal or regulatory compulsion (with prompt notice to the disclosing party where lawful).

17. Warranties and Disclaimers

We warrant that we will provide the Services with reasonable skill and care. Except for that warranty and any warranty that cannot be excluded under UAE law, the Services are provided "AS IS" and "AS AVAILABLE". We disclaim all other warranties, express or implied, including implied warranties of merchantability, fitness for a particular purpose, non-infringement, uninterrupted operation, or error-free performance. We do not warrant that the Services will meet your requirements, that Customer Data will be processed without error, or that the FTA or any ASP will accept a particular invoice. Nothing in these Terms excludes liability that cannot be excluded under UAE law.

18. Limitation of Liability

To the maximum extent permitted by UAE law, neither party is liable for indirect, incidental, special, consequential, exemplary or punitive damages, or for lost profits, lost revenue, lost data, loss of goodwill, or business interruption, even if advised of the possibility. Each party's total aggregate liability arising out of or related to these Terms, whether in contract, tort (including negligence), or otherwise, will not exceed the total Fees paid or payable by you to TrustBill for the Services in the twelve (12) months immediately preceding the event giving rise to the claim. These limits do not apply to (a) fraud or wilful misconduct; (b) breach of Section 10 (Acceptable Use), Section 14 (IP), or Section 16 (Confidentiality); (c) either party's indemnity obligations under Section 19; or (d) amounts payable to a third party under a valid indemnity.

19. Indemnification

Each party will defend, indemnify and hold the other harmless from third-party claims as follows:

• By TrustBill: against claims alleging that the Services, as provided by TrustBill and used in accordance with these Terms, infringe a third party's UAE-registered intellectual-property right. Our remedies at our option are to procure the right to continued use, modify the Services to be non-infringing, or terminate the affected subscription and refund pre-paid Fees for the unused period. This is our sole liability for IP infringement claims.
• By Customer: against claims arising from Customer Data (including that the Data infringes rights or was processed unlawfully), your breach of Section 10 (Acceptable Use) or Section 11 (Customer Responsibilities), or your use of the Services in violation of applicable law.

The indemnified party must promptly notify the indemnifier in writing, give sole control of defence and settlement, and reasonably cooperate. The indemnifier may not settle a claim in a way that admits liability or imposes obligations on the indemnified party without written consent.

20. Suspension and Termination

Termination and suspension rights:

• You may terminate for convenience by cancelling your subscription; cancellation takes effect at the end of the current billing period.
• Either party may terminate for material breach that remains uncured for thirty (30) days after written notice.
• We may suspend or terminate immediately for: (i) non-payment of Fees more than ten (10) days overdue; (ii) suspected fraud, security incident, or abuse; (iii) legal or regulatory order; (iv) risk of harm to us, other customers, or third parties.
• On termination, the licence in Section 8 ends, you must stop using the Services, and outstanding Fees for the subscription term through the effective date remain payable.
• Sections that by their nature survive termination remain in force, including Sections 2, 9, 14, 15, 16, 17, 18, 19, 21, 22, 23, 24, 25, 26, 27 and 28.

21. Data Export and Deletion on Termination

For thirty (30) days after termination we will retain your Customer Data in a form you can export via the Services or on request. After that period, and subject to legal retention obligations described in the Privacy Policy (in particular five to fifteen years for FTA invoicing records), we will delete or anonymise Customer Data. Backups roll off in accordance with our retention schedule. Aggregated or anonymised data derived from your usage may be retained.

22. Compliance with Law

Each party will comply with all laws applicable to its performance, including in particular:

• UAE Anti-Money Laundering and Combating the Financing of Terrorism (Federal Decree-Law No. 20 of 2018) and associated Cabinet Decisions.
• UAE Cybercrime Law (Federal Decree-Law No. 34 of 2021).
• UAE Electronic Transactions and Trust Services Law and its implementing regulations, on the basis of which the parties consent to receive contracts, notices and disclosures electronically.
• UAE Federal Tax Authority regulations for VAT, Corporate Tax and e-invoicing, including record-keeping requirements.
• UAE Personal Data Protection Law (Federal Decree-Law No. 45 of 2021) and its implementing regulations.
• Applicable sanctions and export-control laws. Neither party will use the Services in a country subject to comprehensive UAE, UN or applicable third-country sanctions or on behalf of a person on any applicable sanctions list.

23. Anti-Corruption

Neither party will offer, give, promise, request or accept any bribe, kickback, or improper benefit to influence any act or decision, in violation of UAE Federal Decree-Law No. 31 of 2021 (Crimes and Penalties) or other applicable anti-corruption laws. Each party will maintain reasonable books and records to demonstrate compliance.

24. Force Majeure

Neither party is liable for delay or failure to perform (other than payment obligations) caused by events beyond its reasonable control, including natural disasters, war, terrorism, riots, epidemics or pandemics, failures of the internet backbone, failures of telecommunications or power infrastructure, or acts of government. The affected party will notify the other, use commercially reasonable efforts to mitigate, and resume performance as soon as reasonably practicable. If the force-majeure event continues for more than sixty (60) days, either party may terminate the affected subscription with pro-rata refund of unused prepaid Fees.

25. Governing Law and Dispute Resolution

These Terms are governed by the federal laws of the United Arab Emirates as applied in the Emirate of Dubai, without regard to conflict-of-laws principles. The parties will first attempt in good faith to resolve any dispute through senior-level negotiation for thirty (30) days. If unresolved, the dispute will be finally settled by arbitration under the Rules of Arbitration of the Dubai International Arbitration Centre (DIAC), by a sole arbitrator, in English, seated in Dubai. Interim relief may be sought from any court of competent jurisdiction. Nothing in this clause prevents either party from applying to the courts of Dubai for injunctive or urgent relief.

26. Notices and Electronic Communications

You consent to receive contractual notices, legal disclosures and other communications from us electronically, at the email address on your account, and agree that electronic communications satisfy any legal requirement that a communication be in writing. Notices to TrustBill must be sent to info@trustbill.ae and are deemed given on the next business day. We may also give notice through the Services (in-app banner, dashboard notice).

27. Changes to These Terms

We may update these Terms from time to time. If we make material changes, we will notify you by email or in-app notice at least thirty (30) days before they take effect, or a longer period if required by law. Non-material changes take effect on posting. If you do not accept material changes, your remedy is to cancel your subscription before the change takes effect; continued use of the Services after that date constitutes acceptance.

28. General

Miscellaneous terms:

• Assignment: you may not assign these Terms without our prior written consent, except to a successor in a merger or sale of substantially all assets that assumes your obligations. We may assign to an affiliate or in connection with a corporate reorganisation.
• Independent contractors: the parties are independent contractors; nothing creates a partnership, agency, or joint venture.
• Severability: if any provision is held unenforceable, the rest remains in effect and the unenforceable provision will be modified to the minimum extent needed to be enforceable.
• No waiver: failure to enforce a right is not a waiver.
• Entire agreement: these Terms, the Privacy Policy, any Order, and any written enterprise agreement between us constitute the entire agreement and supersede prior discussions and understandings on the subject.
• Conflict of terms: in the event of conflict, an executed enterprise agreement prevails over these Terms; these Terms prevail over the Privacy Policy on commercial matters; the Privacy Policy prevails on data-protection matters.
• Language: these Terms are drafted in English. An Arabic translation may be provided for reference; in the event of any inconsistency, the English version prevails to the extent permitted by UAE law.
• Third-party beneficiaries: except as expressly stated for app-store operators, no person other than the parties has any right to enforce these Terms.

29. Contact

For legal notices, billing disputes, or questions: