Client Service Agreement

Effective from 2 October 2026

1. Who we are

Willo is a consulting service operated by a company licensed by the Dubai Integrated Economic Zones Authority (IFZA) under licence number 87712, with its registered address at IFZA Properties, Dubai Silicon Oasis, Dubai, United Arab Emirates ("Willo", "we", "us").

We are not a law firm and we do not give legal advice. We prepare a draft of your will from your instructions using standard wording. Before your will is registered it is reviewed by an independent, licensed UAE legal practice (the "Partner Law Firm"), whose own engagement terms apply to that work. We will tell you who they are before legal review begins.

You accept these terms when you type your name and tick the acceptance box on our intake form. By doing so you agree to them and to our Privacy Policy. Please read both first.

2. What we do

Willo coordinates the preparation and registration of a civil will through the registry you choose: Abu Dhabi Judicial Department (ADJD), Dubai Courts, or the DIFC Wills Service. We do not recommend a registry, but we can point you to what each one publishes so that you can decide.

For every client, our service includes:

• Recording your instructions through our online intake form, and a written summary of them for you to confirm before drafting begins.
• A WhatsApp group for your matter, in which our team answers questions about the process. Questions about the legal effect of your choices are answered by the Partner Law Firm. Our coordinators are not lawyers and do not give legal advice.
• A draft of your will, prepared by us from the instructions you confirm, for you to review and approve.
• Legal review of your approved will by the Partner Law Firm before translation and submission.
• Certified Arabic translation, where your registry requires it.

Once you approve your draft, you choose one of two plans:

• Willo Direct: we provide your approved and translated will with a step-by-step guide, and you submit it to the registry yourself. Willo Direct is available for ADJD only.
• Willo Managed: we handle the registry submission with you, coordinate the notarisation appointment, retrieve your registered will, and make any changes you ask for before submission at no extra cost.

Registration is the registry's decision, not ours. We cannot guarantee when a registry will process your will.

3. What is not included

• Government fees. Set by the registry and paid by you directly to it. We will tell you the current published figure as a guide, but the registry may change it at any time.
• Legal advice. We do not advise on which registry to use, on the legal effect of your will, on inheritance law, or on your circumstances. The Partner Law Firm can advise you separately on its own terms and fees.
• Matters outside the standard service. Business succession, unusually large or complex estates, assets in several jurisdictions, and bespoke structures. If your matter falls into this category we will tell you before drafting begins and agree a separate scope and fee, or close your matter at no cost to you.
• Anything after registration, including probate and estate administration, unless separately agreed.
• Lifetime planning documents such as powers of attorney or guardianship deeds.

4. Fees and payment

There is nothing to pay to start. Our service fee becomes payable once you approve your draft, and the plan you choose at that point decides the amount:

• Fees are in UAE dirhams and include VAT where it applies.
• Your draft has not yet been reviewed by the Partner Law Firm when you approve it. You are approving its content: who inherits, your executors, your guardians and your wishes.
• The fee covers our service, the Partner Law Firm's standard legal review, and certified translation where your registry requires it. It does not cover government fees or any additional legal work you ask the Partner Law Firm to do.
• Payment is due when you approve your draft. Legal review, translation, submission and any further work begin once payment is received.
• Until payment is received, your draft is provided for review only. It is marked as a draft and is not valid for registration.
• If you change registry or will type, the fee may change. We will confirm the new amount before continuing.

5. Legal review after approval

Once you have approved your draft and paid, the Partner Law Firm reviews it.

• The Partner Law Firm may adjust the legal wording so that your will is valid and registrable. These adjustments do not change who inherits, your executors, your guardians or your wishes.
• If the Partner Law Firm recommends a change that would affect who inherits, your executors, your guardians or your wishes, we will explain it to you and ask for your agreement before making it.
• If the Partner Law Firm finds that your instructions cannot lawfully be carried out in a will at your chosen registry, and you do not wish to change them, we will refund your service fee in full.

6. Cancellation and refunds

Before you approve your draft, you may stop at any time by telling us. You owe nothing.

After you have paid:

• If you cancel before legal review has started, we will refund your service fee in full, less payment processing costs.
• Once legal review has started, the service fee is not refundable, except as set out in section 5.

If the registry declines your will because of an error in the reviewed will or the translation, we will have the error corrected at no extra service fee. Under Willo Managed we also resubmit it for you; under Willo Direct you resubmit it yourself with our guide.

This does not apply to:

• Information you supplied that was inaccurate or incomplete, or a draft you confirmed as correct that reflects that information.
• Your eligibility for the chosen registry.
• Changes in the registry's requirements after your will was submitted.
• Registry processing times, appointment availability, or delays caused by any government body.
• Under Willo Direct, errors in a submission you made yourself.

In those cases we will tell you what further work is needed and its cost before proceeding.

If we cannot serve you because a civil will is not suitable for you, you are not eligible for your chosen registry, or your matter is outside our service, you owe nothing, and any fee already paid is refunded in full.

Government fees paid to a registry follow the registry's own rules and are not refundable by Willo. Refunds are made to your original payment method.

7. Your responsibilities

To complete your will we need you to:

• Complete the intake form accurately, with names and identity numbers exactly as they appear on your documents and those of every person named in your will
• Provide valid identity documents for yourself, and tell us if any is expiring or under renewal
• Confirm that you meet your chosen registry's published eligibility requirements
• Confirm that you are making your will freely and understand its contents
• Hold an active UAE Pass account (ADJD and Dubai Courts) or arrange two eligible witnesses (DIFC)
• Review your draft carefully and confirm in writing that it reflects your wishes
• Pay the service fee when you approve your draft
• Attend the registry's submission and notarisation sessions at the scheduled time
• Respond to our messages within a reasonable time

You acknowledge that Willo has not given you legal advice. We rely on the information and documents you provide and are not responsible for errors that result from inaccurate or incomplete information, or from a draft you have confirmed as correct.

8. Timelines

We will keep you informed and complete our part promptly. We aim to send your draft within 5 working days of receiving your completed intake form and identity documents. Legal review usually takes a few more working days after payment. This and any other timeline we give you is an estimate. Registry processing times, appointment availability and the time taken by any government body are outside our control.

9. Changes to your will

• Changes requested before you approve your draft, and changes needed as a result of legal review, are included in the service.
• Under Willo Managed, changes requested after approval and before submission are included in the service.
• Under Willo Direct, changes requested after approval may involve additional translation or review costs, which we will confirm before proceeding.
• Once a will is registered it cannot be edited. A change means registering a new will, with new government fees and a new service fee.

10. Liability

• We will perform our service with reasonable care and skill.
• We are responsible for preparing your draft with reasonable care from your instructions. The Partner Law Firm is responsible to you for the legal review it performs, and the translator for the accuracy of the translation.
• To the extent permitted by law, our total liability to you in connection with this agreement is limited to the service fee you have paid, and we are not liable for indirect or consequential loss, or for the actions, decisions or delays of any registry or government body.
• Nothing in these terms limits any liability that cannot be limited by law.

11. Personal data

We handle your personal data securely and use it only to provide our service and meet our legal obligations. We share it only with those involved in preparing and registering your will and with the providers who support our operations. Our Privacy Policy explains how we look after your data and the rights you have.

12. Ending the agreement

• You may cancel at any time by telling us in writing. Refunds, where a fee has been paid, are as set out in section 6.
• If you have not responded within 14 days of receiving your draft, we may close your matter. You owe nothing for a matter closed before you approved your draft.
• We may also end the agreement if you do not respond for 60 days at any other stage, if you provide false information, or if your matter turns out to be outside our service. Refunds are as set out in section 6.
• If you wish to continue after your matter has been closed, we may agree to restart it. Your draft may need to be refreshed, and we will confirm any fee before restarting.

13. Complaints

If you are unhappy with our service, email [email protected] and we will look into it and respond as soon as we can.

14. General

• These terms, together with the fee shown on your intake form, are the whole agreement between you and Willo for your matter.
• We may update these terms. The version you accepted on your intake form applies to your matter.
• Neither party is liable for delay caused by events outside its reasonable control.
• If any part of these terms is unenforceable, the rest continues to apply.
• We may transfer this agreement to a company that takes over our business. You may not transfer it without our written consent.
• Questions about these terms: [email protected]