Terms and Conditions

1. Scope of Application

These Terms and Conditions govern your use of DutyClearStep's tax-free services and customs assistance platform. By requesting our services or using our platform, you agree to these terms. Our services are designed for tax-free assistance and customs clearance purposes in Singapore.

2. Service Requests and Access

  1. Service requests require completion of registration and payment of applicable fees.
  2. Access to tax-free services is personal and non-transferable.
  3. You must be at least 18 years old or have guardian consent to request services.
  4. Tax services and content are for personal travel use only.

3. Service Duration and Completion

  1. Service duration varies by tax service type as specified in the service description.
  2. Access to tax services remains active for the specified duration plus a 30-day grace period.
  3. Tax service certificates are issued upon satisfactory completion of all required processing procedures.
  4. Extension requests must be submitted before service expiration and may incur additional fees.

4. Payment and Pricing

  1. All prices are in Singapore Dollars (SGD) and include applicable taxes.
  2. Payment is required in full before service access is granted.
  3. We accept major credit cards and bank transfers.
  4. Corporate tax-free packages require separate agreements and may have custom pricing.

5. Refund Policy

  1. 14-Day Cooling Period: Full refund available within 14 days of service request if you haven't accessed more than 20% of service processing.
  2. Service-Specific Refunds:
    • Tourist Tax Refund Processing (SGD 85): 80% refund within first week, 50% within second week if less than 30% of processing completed.
    • Business Duty-Free Services (SGD 620 per service): Pro-rated refund based on completed procedures.
    • Customs Clearance Assistance (SGD 480): 70% refund before first customs review, no refund after review begins.
    • Corporate Services: As per specific agreement terms.
    • Express Tax-Free Services: Pro-rated refund minus processing fees if already scheduled.
  3. No Refund Conditions:
    • After completing more than 50% of any tax-free service
    • After receiving tax service certificate
    • For tax processing already completed
    • If service terms have been violated
  4. Refund requests must be submitted in writing to support@dutyclearstep.com with your service details.
  5. Approved refunds are processed within 10 business days to the original payment method.

6. Client Responsibilities

  1. Maintain accurate and updated account information.
  2. Protect your login credentials and not share access.
  3. Engage in tax-free procedures honestly and ethically.
  4. Respect intellectual property rights of service materials.

7. Service Content and Materials

  1. All service materials are protected by copyright and intellectual property laws.
  2. Materials are for personal travel use only and may not be shared or distributed.
  3. Service content may be updated to reflect current customs requirements and standards.
  4. We reserve the right to modify service structure for quality improvement.

8. Service Availability and Support

  1. We strive for 99.9% service uptime but cannot guarantee uninterrupted access.
  2. Technical support is available during business hours (SGT).
  3. Scheduled maintenance will be announced in advance.
  4. Emergency support available for critical tax matters.

9. Code of Conduct

  1. Maintain professional and respectful communication.
  2. Do not engage in disruptive or harmful behavior.
  3. Report violations or concerns to our support team.
  4. Comply with legal integrity guidelines.

10. Privacy and Data Protection

  1. Client data is protected according to our Privacy Policy and Singapore data protection laws.
  2. Tax services and certification data are confidential.
  3. We do not sell or share client information with third parties.

11. Contact Information

For questions about these terms or to submit requests:

DutyClearStep
Orchard Road 156
238863 Singapore
Singapore

Email: support@dutyclearstep.com
Phone: +65 9517 8693

Business ID: S4752742A

12. Changes to Terms

  1. We reserve the right to update these terms with notice to clients.
  2. Significant changes will be communicated via email.
  3. Continued use of services after changes constitutes acceptance.

13. Governing Law

  1. These terms are governed by Singapore law.
  2. Any disputes shall be resolved in the courts of Singapore.

Last updated: January 27, 2025