Terms & Conditions

Who we are and what these terms cover

Rabbit Hole gives educational, one-to-one crypto guidance to residents of the UAE, in Dubai and Abu Dhabi. In these terms, “we”, “us” and “Rabbit Hole” mean Rabbit Hole, a business based in the UAE. “You” means the person booking a session, ordering from our store or using this website.

These terms apply to this website, to every session you book with us and to every order you place with us. When you book or order, you accept them. If you don’t agree with them, please don’t book or order.

Questions about these terms: info@rabbit-hole.ae.

What a session is

A session is a private, in-person lesson, in Dubai or Abu Dhabi, in which we teach you how the crypto ecosystem works and sit beside you while you take your own first steps. The packages, what each one covers and how long each one lasts are described on the Book a session page. That description is part of these terms.

Everything in a session is done by you, on your own device and in your own accounts. We explain each step. You open the account, complete the exchange’s identity checks, send the money, choose and buy the token, and set up and store your wallet. We never do any of this for you.

What a session is not

We give educational and technical guidance only. Nothing we say in a session, on this website or in our blog is financial, investment, trading, tax or legal advice, and nothing is a recommendation to buy, sell or hold any virtual asset. We never tell you which token to buy, how much to put in, or when to buy or sell. Those decisions are yours alone, and you make them at your own risk.

We don’t buy, sell, hold, transfer or manage virtual assets for anyone. We don’t take custody of your money or your crypto. We never ask for, see or record your exchange passwords, your seed phrase or your private keys. We don’t operate an exchange, a wallet or a payment service, and we don’t earn commissions or referral fees from any exchange or wallet maker.

If you want advice on whether, or how much, to invest, speak to a licensed financial adviser.

What we need from you

• Be eligible. You must be an adult under UAE law and meet the age and residency rules of the exchange you choose. Most UAE exchanges require you to be at least 21 and to hold valid UAE identification.
• Bring what the session needs. Your own phone or laptop, your passport, a recent proof of address and, for the wallet sessions, your cold wallet device. The confirmation email lists exactly what to bring.
• Use your own money and your own accounts. Everything you do in a session must be in your own name, with your own funds, from your own bank account.
• Keep your secrets secret. Your passwords, seed phrase and private keys are yours. Don’t show them to us or to anyone else, during or after the session. If you lose your seed phrase, nobody, including us, can recover your crypto.
• Check with your bank. Some UAE banks block transfers to crypto exchanges. If your bank refuses a transfer during a session, that is outside our control.
• Follow the law. You are responsible for complying with UAE law, the rules of the exchange you use and any tax obligations you have.

Booking and payment

You book through the calendar on our Book a session page, or by emailing us. A booking is confirmed when you receive our confirmation email. Prices are shown in UAE dirhams on the Book a session page and in the booking window. The price shown when you book is the price you pay. We may change our prices at any time, but never for a session you have already booked.

Payment is by bank transfer or another method we agree with you in writing, and is due before the session starts unless we agree otherwise. The cold wallet device is not included in any package. You buy it yourself, from the maker or an authorised reseller, and we show you how to set it up.

Rescheduling, cancellation and refunds

• More than 24 hours before the session: you can reschedule or cancel free of charge, using the link in your confirmation email or by emailing us. Anything you have paid is refunded in full, or carried over to the new date.
• Less than 24 hours before, or if you don’t turn up: the full session price is due, and anything you have paid is not refunded, because the time has been set aside for you and can rarely be filled at short notice. We will always try to be reasonable about genuine emergencies.
• If we have to cancel: we offer you a new date as soon as possible, or a full refund of anything you have paid. That is the limit of what we owe you for a cancellation.
• If a session can’t be finished: because, for example, your bank blocks a transfer or the exchange’s identity check takes longer than the session, we agree a time within 30 days to finish the remaining part at no extra charge.

Refunds go back to the account the payment came from, normally within 10 working days.

Store orders

Items in our store are ordered by message. We confirm the price, availability and delivery or collection details with you, and the order is placed when you pay. Prices are in UAE dirhams. Delivery costs, if any, are agreed before you pay.

Returns are accepted only for items that arrive damaged or faulty. Tell us within 7 days of receiving the item and we replace it or refund it in full.

Crypto risk

Virtual assets are highly volatile. Their value can fall sharply and quickly, and you can lose some or all of the money you put in. Exchanges can fail, be hacked or freeze withdrawals. Transactions on a blockchain can’t be reversed. If you send crypto to the wrong address or lose your seed phrase, it is gone.

By booking a session you confirm that you understand these risks, that you are not relying on us to assess them for you, and that every decision about what to buy, how much and when is yours.

Our responsibility to you

We provide our sessions with reasonable care and skill, and we deliver what the package you booked describes. That is our commitment.

We are not responsible for any loss that comes from: the decisions you make about buying, selling or holding virtual assets, before, during or after a session; changes in the value of any asset; the acts, failures, fees or security of any exchange, bank, wallet maker or other third party; a lost or shared seed phrase, password or private key; scams, phishing or hacks you fall victim to; or anything you do on your own after the session.

Nothing in these terms limits or excludes any liability that can’t be limited or excluded under UAE law, including liability for fraud or gross negligence. Subject to that, our total liability to you for anything connected with a session, an order or this website is limited to the amount you paid us for the session or order concerned.

Exchanges, wallets and other third parties

The exchange you choose, the maker of your wallet, your bank and any other service you use during or after a session are independent of us. Your relationship with each of them is governed by their own terms and privacy policies, and we are not a party to it. We help you understand your options, but choosing between them is your decision.

Our bookings run on Cal.com, which has its own terms and privacy policy for the booking window.

This website and our content

The text, images, videos, logo and brand on this website and in our blog belong to Rabbit Hole or our licensors. You may read and share them for your personal, non-commercial use. You may not copy, sell or republish them, or use our name or logo, without our written permission.

Our blog and social posts are educational and general. They are not written for your personal situation, and the position described in a post may have changed by the time you read it.

Conduct and recording

Sessions are a professional service. Either of us may end a session early if the other behaves abusively, appears impaired or asks the other to do something unlawful. If we end a session for one of these reasons, no refund is due. We may decline a booking at our discretion, in which case anything paid is refunded in full.

Neither of us records a session, in audio or video, without the other’s consent.

Your personal data

How we handle your personal data is explained in our Privacy Policy, and the cookies on this website in our Cookie Policy. Both form part of these terms.

Governing law and disputes

These terms are governed by the federal laws of the United Arab Emirates. If something goes wrong, email us first at info@rabbit-hole.ae and we will try to resolve it with you directly. If we can’t, the competent courts of the United Arab Emirates have jurisdiction.

If any part of these terms turns out to be unenforceable, the rest still applies.

Changes to these terms

We may update these terms from time to time. The version published here when you book or order is the one that applies to that booking or order. If a change is significant, we tell current clients by email.