Refund policy

This policy explains when Cendale Documents Clearing Services FZCO, operating POAS.ae, will correct work, adjust a service price or refund the POAS professional fee. Government, private-notary, authority, translation, attestation, legalisation, courier, bank and other third-party charges are handled separately.

The POA Fit Promise

If a POA prepared by POAS does not work for the purpose agreed in the order because the scope or drafting supplied by POAS is wrong, POAS will first correct the error without charging another POAS professional fee. If POAS cannot correct that error for the agreed purpose, Cendale will refund the POAS professional fee paid for the affected order.

To raise a Fit Promise issue, provide the order reference, the final document and the recipient’s written response where available. Give POAS a reasonable opportunity to review and correct the document before commissioning a replacement elsewhere, unless waiting would create an immediate and material risk.

Route and product review

POAS reviews the requested powers, recipient, authority evidence, identity material and likely execution route before drafting.

If another listed POAS service is the correct fit and costs less, POAS switches the file and refunds the difference.
If another listed POAS service costs more, POAS explains the reason and obtains approval before collecting the balance or drafting.
If no supported route is workable and the customer does not accept an available alternative, POAS refunds the professional fee in accordance with this policy.

Payment opens a file but does not guarantee that a licensed notary will execute the document or that a bank, registry, company or other recipient will accept it.

When the Fit Promise applies

The promise applies when:

the intended purpose and receiving organisation were disclosed before final approval;
the customer supplied accurate, complete and current information;
the final document was executed through the route confirmed for the order; and
the failure was caused by POAS’s drafting or agreed scope rather than a later or independent third-party decision.

What the promise does not cover

The promise does not cover:

incorrect, incomplete, expired or misleading information supplied by the customer or another person;
a customer-approved change that conflicts with POAS’s written recommendation;
a new purpose, recipient, property, vehicle, company, account, agent or transaction outside the agreed order;
a later change in law, notarial practice or recipient policy;
a bank, developer, registry, counterparty or authority requiring additional KYC, forms, approvals or attendance for reasons unrelated to POAS drafting;
failure to complete identity checks, attend when required, follow the confirmed route or provide requested evidence;
delay caused by the customer, a licensed notary, a court, an authority or another third party;
government, private-notary, translation, attestation, legalisation, courier, bank or other third-party fees, except to the extent the third party returns the charge to Cendale; or
consequential loss, transaction loss, penalties or lost opportunity, subject always to rights that cannot lawfully be excluded.

Change-of-mind cancellations

Before substantive document review or drafting begins, a customer may request cancellation of the POAS professional service. Once tailored review or drafting has begun, a change-of-mind refund is not automatic because service work has already been supplied. The POA Fit Promise continues to apply to a POAS drafting or scope error.

How an approved refund is paid

An approved refund is returned through the original payment method wherever practicable. POAS will tell the customer when the refund has been initiated. The card issuer or payment provider controls when the credit appears, and currency-conversion differences or provider charges may be outside Cendale’s control.

How to raise an issue

Email [email protected] or use Contact. Include the order reference, final document and the receiving organisation’s written reason where available. Cendale will record the issue and explain whether correction, a service switch, route clarification or refund applies.

This policy does not limit any mandatory consumer right under applicable law.