Legal Agreement
Government and enterprise-grade service agreement governing the use of the Mithaq digital marriage agreement platform. These terms include a 98% monthly uptime SLA, data processing provisions, and liability framework.
In these Terms and Conditions, the following definitions apply unless the context otherwise requires:
The Operator provides the Platform as a digital facilitation tool to assist in the creation, management, and documentation of marriage agreements under applicable UAE law, including Federal Law No. 28 of 2005 (Personal Status Law) and Abu Dhabi Law No. 14 of 2021 (Civil Marriage Law for Non-Muslims). The Platform does not provide legal advice, legal representation, or notarial services.
Nothing on the Platform or within the Services constitutes legal advice. The Customer is solely responsible for obtaining independent legal counsel regarding the enforceability and validity of any agreement created through the Platform in their jurisdiction.
The Operator does not act as, nor does it represent, any governmental authority, court, religious institution, or official registration body. Documents generated through the Platform require independent registration with the competent authority in the relevant jurisdiction to have legal force.
The Operator reserves the right to modify, update, or discontinue any aspect of the Services with reasonable prior notice, except in cases of emergency security modifications which may be implemented immediately.
The Operator commits to maintaining Platform availability of 98.0% or greater measured on a rolling calendar month basis, excluding Scheduled Maintenance windows, Force Majeure events, and outages attributable to third-party infrastructure providers outside the Operator's direct control (including Supabase, Vercel, Stripe, and Anthropic AI services).
Uptime percentage is calculated as follows:
Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100
Downtime is defined as periods where the Platform is inaccessible or returns error rates exceeding 50% of requests over a 5-minute rolling window.
| Monthly Uptime | Service Credit | Credit Application | Claim Deadline |
|---|---|---|---|
| 99.9% – 100% | No credit | N/A | N/A |
| 98.0% – 99.89% | No credit (within SLA) | N/A | N/A |
| 95.0% – 97.99% | 10% of monthly fee | Applied to next invoice | 30 days from incident |
| 90.0% – 94.99% | 20% of monthly fee | Applied to next invoice | 30 days from incident |
| Below 90.0% | 30% of monthly fee | Applied to next invoice | 30 days from incident |
The Operator will provide at least 72 hours advance notice for Scheduled Maintenance windows. Emergency maintenance required for security patches or critical infrastructure stability may be performed with shorter notice. Scheduled Maintenance is excluded from Uptime calculations.
The SLA does not apply to: (a) outages caused by Customer's acts or omissions; (b) Force Majeure events; (c) third-party service disruptions outside the Operator's control; (d) beta or preview features; (e) free tier accounts; or (f) periods during which the Customer has outstanding overdue invoices.
| Severity | Definition | Initial Response | Status Updates | Target Resolution |
|---|---|---|---|---|
| P1 — Critical | Complete Platform outage or data breach | 1 hour | Every 2 hours | 4 hours |
| P2 — High | Major feature unavailable, significant performance degradation | 4 hours | Every 8 hours | 24 hours |
| P3 — Medium | Minor feature impaired, workaround available | 1 business day | Every 2 business days | 5 business days |
| P4 — Low | Cosmetic issues, documentation requests, feature queries | 2 business days | Weekly | Next release |
Incidents may be escalated through the following path: (i) Support Team; (ii) Technical Operations Lead; (iii) Chief Technology Officer; (iv) Executive Management. Government and enterprise customers with designated Account Managers may escalate directly upon P1 or P2 classification.
For P1 and P2 incidents, the Operator will provide a written post-incident report within 5 business days of resolution, including root cause analysis, timeline of events, remediation actions taken, and preventive measures implemented.
The processing of personal data by the Operator on behalf of the Customer is governed by the Data Processing Addendum ("DPA"), which is incorporated into these Terms by reference and forms part of the Agreement. In the event of conflict between the DPA and these Terms regarding personal data processing, the DPA shall prevail.
The Operator processes personal data in accordance with: (a) UAE Federal Decree Law No. 45 of 2021 (PDPL); (b) GDPR (EU) 2016/679 where applicable to EU data subjects; (c) applicable national data protection laws in the Customer's jurisdiction.
The Operator uses sub-processors to provide the Services, including infrastructure providers (Supabase, Vercel), payment processors (Stripe), and AI service providers (Anthropic). A current list of sub-processors is available upon written request. The Operator will provide 30 days' notice of any new sub-processor additions.
Personal data is retained for the duration of the Agreement plus any mandatory retention period required by applicable law. Upon termination, personal data is deleted or returned within 30 days unless law requires longer retention.
Where personal data is transferred outside the EEA or UAE, the Operator implements Standard Contractual Clauses or equivalent appropriate safeguards as required by applicable data protection law.
Enterprise and government Customers with a signed enterprise agreement have the right, upon 30 days' prior written notice, to conduct or commission an independent audit of the Operator's data processing activities and security controls relevant to the Services, no more than once per calendar year.
Audits are limited in scope to: (a) data processing activities under the DPA; (b) security controls relevant to Customer data; (c) SLA compliance records. Audits must be conducted during business hours, must not unreasonably interfere with operations, and are subject to the Operator's reasonable security protocols.
The Customer bears the costs of any audit. Where an audit reveals material non-compliance attributable to the Operator, the Operator shall bear its own costs of remediation.
The Operator may satisfy audit requests by providing current third-party certification reports (ISO 27001, SOC 2 Type II, or equivalent) where such reports cover the relevant scope of the audit request.
All intellectual property rights in the Platform, including software, algorithms, design, trademarks, documentation, and methodologies, are and remain the exclusive property of Paradox FZCO. The Platform was developed by SaaSolution SL under contract. No rights are transferred to the Customer except the limited license expressly granted herein.
The Operator grants the Customer a non-exclusive, non-transferable, revocable license to access and use the Platform solely for the Customer's internal business purposes during the term of the Agreement, subject to these Terms.
The Customer retains all rights in data and content uploaded to the Platform ("Customer Content"). The Customer grants the Operator a limited license to process Customer Content solely to provide the Services.
The Customer must not: (a) reverse engineer, decompile, or disassemble the Platform; (b) create derivative works; (c) sublicense or resell access; (d) remove or modify any proprietary notices; or (e) use the Platform to build a competing product.
To the maximum extent permitted by applicable law, neither party shall be liable to the other for any indirect, incidental, special, consequential, punitive, or exemplary damages, including loss of profits, revenue, data, business opportunity, goodwill, or anticipated savings, arising from or related to these Terms or the Services, regardless of whether such damages were foreseeable or whether a party had been advised of the possibility of such damages.
The Operator's total aggregate liability to the Customer for all claims arising from or related to these Terms or the Services shall not exceed the total fees paid by the Customer to the Operator in the twelve (12) calendar months immediately preceding the event giving rise to the claim.
The Platform and Services are provided on an "AS IS" and "AS AVAILABLE" basis. The Operator expressly disclaims all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, title, non-infringement, and any warranties arising from course of dealing or usage of trade.
Nothing in these Terms limits or excludes liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot be excluded or limited by applicable law.
The Operator makes no representation or warranty that agreements created through the Platform will be legally valid, enforceable, or recognized by any court, governmental authority, or religious body in any jurisdiction. Users assume sole responsibility for verifying legal enforceability.
The Customer agrees to indemnify, defend, and hold harmless the Operator, SaaSolution SL, and their respective officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising from: (a) Customer's use of the Platform in violation of these Terms; (b) Customer Content; (c) Customer's breach of applicable law; or (d) any agreement created through the Platform.
The Operator agrees to indemnify, defend, and hold harmless the Customer from third-party claims that the Platform itself (excluding Customer Content) infringes any intellectual property right, provided the Customer: (a) promptly notifies the Operator of the claim; (b) grants the Operator sole control of the defence; and (c) provides reasonable cooperation.
The Operator maintains a documented Business Continuity Plan (BCP) designed to ensure continued operation of essential Services in the event of a significant disruptive event. The BCP is reviewed and tested at least annually.
| Recovery Metric | Target | Scope |
|---|---|---|
| Recovery Time Objective (RTO) | 4 hours | Core platform services following a declared disaster |
| Recovery Point Objective (RPO) | 1 hour | Maximum data loss in the event of a system failure |
| Backup Frequency | Continuous / hourly snapshots | Database and document storage |
| Backup Retention | 30 days | Point-in-time database recovery |
The Operator's infrastructure is hosted across geographically distributed data centres to minimise the risk of regional outages. Failover procedures are documented and tested as part of the annual BCP review.
Neither party shall be liable for failure to perform its obligations to the extent caused by a Force Majeure event, including acts of God, war, terrorism, pandemic, government action, or failure of third-party infrastructure beyond the party's reasonable control. The affected party must notify the other party promptly and resume performance as soon as reasonably practicable.
Each party agrees to: (a) keep the other party's Confidential Information strictly confidential; (b) not disclose it to third parties without prior written consent; (c) use it only to perform obligations under these Terms; and (d) apply at minimum the same degree of protection as it applies to its own confidential information of similar nature, but no less than reasonable care.
Confidentiality obligations do not apply to information that: (a) is or becomes publicly available through no fault of the receiving party; (b) was rightfully known before disclosure; (c) is independently developed; or (d) must be disclosed by law, regulation, or court order, provided the receiving party gives prompt notice where legally permissible.
Confidentiality obligations survive termination of these Terms for a period of five (5) years.
These Terms commence on the date the Customer first accesses the Platform and continue until terminated in accordance with this section.
Either party may terminate these Terms for convenience with 30 days' written notice. Enterprise customers under a fixed-term Order Form may not terminate for convenience during the committed term.
Either party may terminate immediately upon written notice if the other party: (a) materially breaches these Terms and fails to cure within 14 days of written notice; (b) becomes insolvent or enters administration; or (c) engages in fraudulent or criminal conduct.
Upon termination: (a) all licenses granted herein cease immediately; (b) each party shall return or destroy the other's Confidential Information; (c) the Operator shall provide Customer Content in a standard exportable format within 30 days; (d) all accrued payment obligations survive.
Sections on Intellectual Property, Limitation of Liability, Indemnification, Confidentiality, and Governing Law survive termination of these Terms.
In the event of any conflict or inconsistency between the documents forming the Agreement, the following order of precedence applies (highest to lowest):
No term of any purchase order, vendor portal, or other Customer-issued document shall modify these Terms unless expressly agreed in a signed written amendment.
These Terms and all matters arising from or related to the Agreement shall be governed by and construed in accordance with the laws of the United Arab Emirates, without regard to its conflict of law principles. Where the Customer is a government entity of a specific jurisdiction, the parties may agree an alternative governing law in the applicable Order Form.
The parties shall first attempt to resolve any dispute through good faith negotiations. If the dispute is not resolved within 30 days, either party may refer the matter to binding arbitration administered by the Dubai International Arbitration Centre (DIAC) in accordance with its Arbitration Rules. The seat of arbitration shall be Dubai, UAE. The language of arbitration shall be English.
Where the Customer is a government or quasi-governmental entity, jurisdictional immunities are expressly waived to the extent permitted by applicable law solely for the purpose of arbitration and enforcement of arbitral awards.
Notwithstanding the above, either party may seek urgent injunctive or other equitable relief from courts of competent jurisdiction to prevent irreparable harm, without waiving the right to arbitration.
These Terms, together with any Order Form and the DPA, constitute the entire agreement between the parties regarding the subject matter hereof and supersede all prior agreements, representations, and understandings.
The Operator may amend these Terms by providing 30 days' written notice. Continued use of the Platform after the effective date of amended Terms constitutes acceptance. For material changes, the Operator will require affirmative re-acceptance from enterprise Customers.
Failure to enforce any provision of these Terms shall not constitute a waiver of that provision or any other provision.
If any provision is found invalid or unenforceable, it shall be modified to the minimum extent necessary to make it enforceable, and the remaining provisions shall continue in full force.
The Customer may not assign these Terms without the Operator's prior written consent. The Operator may assign these Terms in connection with a merger, acquisition, or sale of substantially all assets, with 30 days' notice to the Customer.
All legal notices must be in writing and sent by email with confirmation of receipt to: legal@paradoxfzco.com (Operator) or to the Customer's registered email address on file.
The parties are independent contractors. Nothing in these Terms creates a partnership, joint venture, agency, employment, or franchise relationship.
These Terms are drafted in English. Translations provided for convenience do not constitute legal representations. In the event of conflict between language versions, the English version prevails.