Terms & Conditions

1. Introduction

Welcome to DutyFreeStep! These Terms and Conditions govern the use of our services, programs, and offerings in the field of tax-free refund consulting. By booking a consultation or using our services, you agree to these terms and commit to fully comply with them.

2. Service Eligibility

2.1. Client Information – Our services are available to individuals, professionals, and businesses requiring professional tax-free refund assistance and consulting services. When scheduling consultations, we request information about your tax situation and service requirements to help appropriate and targeted guidance.
2.2. Registration – Our tax-free refund assistance and consulting services require prior registration and assessment by DutyFreeStep. You are obligated to provide accurate and current information about your tax situation and goals, as well as relevant documentation.
2.3. Conduct Guidelines – During our consultations and service appointments, we expect the highest professionalism and respectful behavior. Any form of inappropriate communication, disruptive behavior, or breaches of confidentiality may lead to immediate termination of services.
2.4. Confidentiality – Clients agree to maintain the confidentiality of information shared during our tax consultations regarding service practices, refund strategies, and other clients.

3. Appointment Booking and Payment

3.1. Service Bookings – Bookings can be made through our website, by phone, or in person and are binding after our written confirmation. Due to the specialized nature of our services, we reserve the right to accept or decline requests at our discretion.
3.2. Payment Terms – Service fees are due before the first service provision. We accept bank transfers, credit cards, and for qualified clients, 30-day payment terms.
3.3. Corporate Bookings – For companies requiring regular organizational vision assistance services, separate payment terms can be arranged as specified in the respective service contract.
3.4. Cancellation Terms – For cancellations up to 48 hours before a scheduled appointment, no fee will be charged. For cancellations within 48 hours, a cancellation fee of SGD 150 may apply. No-shows for agreed appointments will be charged the full service fee.

4. Service Delivery and Changes

4.1. Service Planning and Execution –

DutyFreeStep reserves the right to modify the availability of services, times, and tax advisors.
In case of unavailability of specific tax-free refund services, an appointment may be rescheduled or alternative solutions proposed.
Changes to appointments will be communicated to clients as early as possible with reasonable notice.
4.2. Tax Documentation – All provided service documentation, analyses, and tax strategies are created with utmost care. However, the final responsibility for reviewing all tax information lies with the client and their tax advisors.

5. Premium Services and Special Requests

5.1. Premium Registration – For tax-free refund management services and bespoke tax solutions, separate, stricter registration conditions apply, which are communicated before booking and are binding. This may include comprehensive tax analysis and risk assessment verification.
5.2. Cancellation Terms for Premium Services – Cancellations for premium services and comprehensive tax consultations must be made at least 7 days in advance for a full refund. For later cancellations, a fee of SGD 300 will be retained.
5.3. Service Restrictions – For certain specialized tax-free refund services, we reserve the right to restrict or refuse access based on service requirements, tax restrictions, or insufficient qualification proof from the interested party.

6. Disclaimer and Warranty

6.1. Liability – DutyFreeStep is only liable in cases of intentional misconduct or gross negligence by our staff or tax advisors. We assume no liability for the accuracy of information provided by third parties (tax institutions, data providers, authorities) or for errors in externally provided documentation.
6.2. Professional Responsibility – Our advisors conduct careful tax analyses and refund assessments but do not independently verify all tax, regulatory, or refund details of the offered solutions. Clients are strongly encouraged to consult independent experts, tax consultants, and authorized tax advisors.

7. Discretion and Confidentiality

7.1. Confidentiality Agreement – All parties commit to absolute discretion regarding all tax matters, client identities, and service details. This applies even after the termination of the business relationship.
7.2. Media Waiver – Clients agree not to disclose details about their business relationship with DutyFreeStep or provided tax solutions to media or third parties without our prior written consent.

8. Data Protection

8.1. Data Processing – The processing of personal data is carried out according to our separate Privacy Policy, which is considered an essential part of these Terms and Conditions and should be carefully read.
8.2. Service Data – We maintain confidential records of tax analyses and tax recommendations. These records are kept secure and in accordance with the highest data protection standards.

9. Return Policy

9.1. Service Quality – At DutyFreeStep, we strive to provide exceptional tax-free refund assistance and consulting services. If you are not completely satisfied with the service received, please notify us within 14 business days after service delivery.

9.2. Refund Eligibility – Refunds or service credits may be granted at our discretion when:

A demonstrable error in the tax analysis or tax assessment occurred that is attributable to our advisor
Essential tax information was incorrectly or misleadingly presented through our fault
Services were not delivered as promised or described
For legitimate complaints about the quality of our consulting services

9.3. Refund Process – To request a refund or service adjustment, please contact our customer care team in writing with details of your concerns and relevant documentation. We will review each case individually and confidentially and respond within 7 business days.

9.4. Limitations – Please note that refunds may not be available for:

Services that have already been fully delivered according to agreed consulting requirements
Circumstances where the client provided incomplete or inaccurate information about their tax situation or goals
Requests made more than 60 days after service delivery
Rejection of tax recommendations by the client due to changed circumstances or preferences
Tax market conditions or regulatory changes beyond our control

9.5. Alternative Solutions – In appropriate cases, we may offer extended consulting services, access to alternative tax solutions, or partial credits instead of a full refund, depending on the nature of the concern. Our goal is to find a satisfactory and trustworthy solution for all parties involved.

10. Final Provisions

10.1. Severability Clause – Should individual provisions of these Terms and Conditions be or become invalid, the validity of the remaining provisions remains unaffected.
10.2. Applicable Law – These Terms and Conditions are subject to Singapore law. The place of jurisdiction for all disputes is the registered office of DutyFreeStep, to the extent permitted by law.