Delivery Policy — ClearPass®

Service Delivery Policy

Last Updated: 11 May 2026
Effective Date: 11 May 2026

Massive Dynamic Limited provides administrative, documentation, and consulting services under the Master Services Agreement ("MSA") and related agreements. The Company's role is strictly facilitative and administrative; substantive legal or immigration decisions remain the responsibility of designated Third-Party Providers and government authorities.

1. Scope of Delivery

Administrative Services

Massive Dynamic's service delivery encompasses:

Document Management:

Review and analysis of client-provided documents
Identification of missing or incomplete documentation
Forwarding of documents to approved Third-Party Providers
Organization and archival of case files
Version control and document tracking

Form Preparation:

Completion of application forms based on client information
Accuracy verification against source documents
Translation coordination where required
Quality assurance review before submission

Communication & Coordination:

Progress tracking with Third-Party Providers and authorities
Regular status updates to clients via email or secure portal
Relay of questions or requests between clients and providers
Coordination of appointments, interviews, and deadlines

Digital Deliverables:

Delivery of completed digital files via secure channels
Scanned copies of approved documents
Electronic certificates and confirmations
Case summary reports

Final Documentation Coordination:

Coordination of issuance of supporting documents BY Third-Party Providers, where applicable
Receipt and forwarding to Client of documents issued by Providers or authorities
Certificates of completion
Service closure documentation

Exclusions from Scope

Massive Dynamic does NOT:

Provide legal advice or immigration counsel
Make decisions on behalf of government authorities
Guarantee approval of applications
Practice law in any jurisdiction
Represent clients before immigration courts or tribunals
Provide tax, financial, or investment advice
Issue government documents, permits, certificates, or licences directly

2. Delivery Timeframes

Estimated Timelines

Timelines are stated in Schedule A – Scope, Milestones & Fees of the Master Services Agreement. Service completion depends on factors outside the Company's control.

Typical Service Completion Ranges:

Work Permits (Standard): 14-60 days from complete document submission
Residence Programs: 30-90 days from complete document submission
Company Formation: 7-30 days depending on jurisdiction
Business Consulting: Per project scope (typically 2-8 weeks)
Visa Support Letters: 1-5 business days

Timeline Dependencies:

Third-Party Provider workloads and processing speeds
Government authority backlogs and seasonal variations
Completeness and accuracy of client-provided information
Embassy or consulate appointment availability
Public holidays and administrative closures
Complexity of individual case circumstances
Time required for KYC verification (must complete within 30 working days per AMLO Cap. 615)

Timeline Accuracy Disclaimer

Estimated timeframes are indicative only and not contractually binding unless explicitly stated as guaranteed deadlines in your service-specific agreement. Actual processing times may be shorter or longer than estimates.

Reasons for Delays:

Governmental processing backlogs
Changes in immigration policies or procedures
Additional document requests from authorities
Security checks or background verifications
Consular discretion requiring additional review
Technical issues with government systems
Force majeure events (see Section 5)

3. Method of Delivery

Digital Delivery (Primary Method)

Standard for Most Services:

Encrypted email transmission to client's registered email address
Secure document portal access at app.mdhk.ltd
Cloud storage links with password protection
WhatsApp Business (optional, see GDPR notice below)

Security Measures:

Bank-Level Encryption: AES-256 encryption for all files at rest
TLS 1.3 Encryption: All data transmission channels secured
Cloudflare Protection: DDoS protection, WAF, and CDN security
Access Control: Zero-trust authentication, multi-factor optional
Audit Logs: Complete access history and download tracking

File Access & Retention (app.mdhk.ltd):

Access Limited To:
1. The person who uploaded the file (authenticated account holder)
2. Assigned company case manager (specific employee only)
Client Deletion Rights: Delete files anytime through secure portal
Automatic Deletion: Files automatically deleted 180 days after case completion
Pre-Deletion Notice: 30-day advance notification before automatic deletion
Backup Retention: Deleted files overwritten in backups within 7 days

Notice on WhatsApp and Cross-Border Data Transfers

Use of WhatsApp Business for document exchange is at the Client's option. WhatsApp transmits data through Meta Platforms, Inc. (USA), which may involve cross-border data transfers outside the European Economic Area (EEA) and the United Kingdom.

For EEA/UK Clients:
If you are located in the EEA or UK and do not consent to such transfers, please use the secure portal at app.mdhk.ltd as the exclusive channel for sensitive documents (passport scans, identity documents, financial records). The portal is hosted within the EU/HK with GDPR-compliant safeguards.

For Clients Using WhatsApp:
By choosing to communicate via WhatsApp Business, you acknowledge and consent to the transfer of message contents and attachments to Meta Platforms, Inc. (USA) under WhatsApp's privacy policy (https://www.whatsapp.com/legal/business-privacy-policy). Massive Dynamic does not control how Meta processes such data.

Alternative Secure Channels:

app.mdhk.ltd: Encrypted client portal (recommended for sensitive documents)
Encrypted Email: Available upon request
Telegram, Signal: Available for clients preferring alternative encrypted messaging

Physical Delivery (When Required)

For Original Hard Copies:

Courier Service: DHL Express, FedEx International, or equivalent
Tracking: Full tracking number provided upon dispatch
Signature Confirmation: Delivery confirmation required
Insurance: Shipments insured for declared value
Timeline: 2-5 business days for international courier delivery

Documents Requiring Physical Delivery:

Original government-issued permits or certificates
Apostille or legalized documents
Physical visa stickers or stamps (where applicable)
Notarized documents requiring original signatures
Corporate seals and registration certificates

Delivery Confirmation

Notification Process:

Email notification upon document dispatch
Confirmation of receipt provided to client upon request
Digital download confirmation logged in system
Physical delivery signature captured by courier

4. Client Responsibilities

Timely & Accurate Information

Clients Must:

Provide accurate and complete information and documentation
Respond promptly to requests for clarification or additional materials
Review delivered materials within 48 hours and report discrepancies
Verify accuracy of all information before final submission
Update contact information immediately if changed
Complete KYC verification within 30 working days of engagement (per AMLO Cap. 615)

Response Timeframes:

Urgent Requests: Within 24 hours
Standard Requests: Within 3-5 business days
Document Submission: As specified in request (typically 5-7 days)
Review Confirmations: Within 48 hours of receiving deliverable

Communication Channels

Official Contact Methods:

Primary: Email to [email protected]
Real-Time Updates: WhatsApp Business (case-specific number provided; subject to GDPR notice in Section 3)
Document Upload: app.mdhk.ltd secure portal
Emergency: Phone +852 9290 0201 (business hours)

Unauthorized Channels:

Personal email addresses (not monitored for official communications)
Social media direct messages (not secure)
SMS to personal numbers (except WhatsApp Business)

Compliance Obligations

Clients Must Comply With:

All procedural and legal requirements in the target jurisdiction
Embassy or consulate appointment attendance (when required)
Medical examination or background check completion (if applicable)
Payment of government fees and third-party costs
Immigration rules and conditions of permits/visas granted
Sanctions screening and KYC requirements (see Privacy Policy Section 14)

Consequences of Non-Compliance:

Service delays or inability to complete delivery
Permit refusal or revocation by authorities
Additional fees for corrective action or resubmission
Potential service termination without refund
Mandatory suspension of business relationship if KYC not completed within 30 working days

5. Delays & Force Majeure

Governmental or Provider-Caused Delays

Delays caused by the following do not constitute breach of this Service Delivery Policy:

Government Authority Actions:

Processing backlogs or staff shortages
Changes in laws, regulations, or policies
Additional security or background check requirements
Consular discretion extending review periods
Technical issues with government IT systems
Political decisions affecting visa/permit issuance

Third-Party Provider Delays:

Provider resource constraints or workload
Delays in obtaining required third-party documents
Translation or notarization service delays
Background check processing times
Medical examination scheduling delays

Force Majeure Events

As defined in MSA § 10:

Natural Disasters: Earthquakes, floods, hurricanes, pandemics, fires
War & Conflict: Wars, armed conflicts, terrorism, civil unrest
Government Actions: Emergency orders, border closures, regulatory changes, sanctions
Labor Disputes: Strikes or lockouts (not involving our employees)
Infrastructure Failures: Telecommunications outages, internet disruptions, power failures
Cyberattacks: DDoS attacks, ransomware affecting critical systems

Timeline Extensions

Under MSA § 10 and Annex B §9, delivery schedules may be extended by up to three (3) months in cases of force majeure or events beyond the Company's reasonable control.

Client Notification:

Prompt notification of force majeure event or significant delay
Updated timeline estimate as soon as reasonably possible
Regular status updates throughout extended period
Options for case suspension or termination (per contract terms)

No Liability for External Delays

Massive Dynamic is not liable for:

Delays caused by government authorities or Third-Party Providers
Force majeure events or acts of God
Client-caused delays (missing documents, non-response)
Changes in law or policy affecting processing

6. Completion & Acceptance

Completion Criteria

Delivery is deemed completed when:

Digital Deliverables:

Client has received all agreed digital documents via email or portal
Client confirms access and ability to download files
No errors or discrepancies reported within 48-hour review period

Physical Deliverables:

Client has received all agreed physical documents via courier
Signature confirmation of delivery obtained
No damage or discrepancies reported within 48 hours of delivery

Service Conclusion:

Company issues Certificate of Completion or equivalent confirmation
Final invoice marked as "Complete" and no outstanding deliverables
Case file archived per retention policy

Acceptance Review Period

48-Hour Review Window: Clients have 48 hours from delivery notification to:

Review all delivered materials for accuracy
Identify errors, omissions, or discrepancies
Request corrections or clarifications
Formally accept or raise concerns

After 48 Hours:

Silence constitutes acceptance of deliverables
Minor corrections may incur additional fees
Major errors (Provider fault) corrected at no charge

Final Documentation

Upon completion, clients receive:

Service Completion Certificate: Formal confirmation of service delivery
Document Inventory: List of all documents provided
Next Steps Guidance: Information on permit activation, renewal, or ongoing obligations
Contact Information: For post-delivery support or questions

7. Quality Assurance

Pre-Delivery Checks

All deliverables undergo quality assurance review:

Document Accuracy:

Cross-referencing against source documents
Verification of names, dates, and numbers
Spelling and grammar checks
Format and layout compliance

Completeness:

All required documents included
No missing pages or signatures
All annexes and attachments present
Cover letters or transmittal forms included

Compliance:

Adherence to jurisdiction-specific requirements
Proper formatting per government templates
Required fees and payment confirmations attached
Deadline compliance verified

Error Correction

Massive Dynamic Errors:

Corrected at no additional charge
Priority processing for resubmission
Expedited delivery if correction causes delay

Client Errors (Incorrect Information Provided):

Correction available as additional service
Fees apply for reprocessing
Timeline may be extended

Provider/Government Errors:

Massive Dynamic coordinates correction with Provider
No additional client fees for Provider errors
Appeal or resubmission managed as part of original service

8. Post-Delivery Support

Included Support (No Additional Fee)

30-Day Post-Delivery Period:

Clarification of delivered documents or instructions
Assistance with government queries about submitted applications
Correction of errors caused by Massive Dynamic
General guidance on next steps

Examples:

"What does this permit condition mean?"
"How do I activate my residence card?"
"The embassy called – can you help me respond?"
"There's a typo in my name on the document"

Limitations of Post-Delivery Support

Post-delivery support does NOT include:

Legal Advice: Interpretation of permit/visa conditions as legal counsel, opinions on legal validity, or advice on legal compliance obligations
Representation: Communication with authorities on the Client's behalf after case completion (except for correction of Massive Dynamic errors)
Advocacy: Argument or negotiation with immigration officers, consular staff, or government bodies on the Client's behalf
Strategic Counsel: Advice on next immigration steps, citizenship applications, or long-term residence planning beyond general guidance
Renewals or Extensions: Renewal applications, extension requests, or status change applications (these are separate services with their own scope and fees)
Litigation Support: Assistance with appeals before courts or tribunals
Tax Filings: Tax return preparation, tax residency determination, or tax compliance advice

For matters falling outside the included 30-day post-delivery support scope, Clients are referred to licensed legal counsel, certified tax advisors, or other appropriate professionals. Massive Dynamic can provide referrals to its network of licensed partners.

Extended Support (Optional Paid Service)

Beyond 30-Day Period:

Renewal application assistance
Address change or employer change notifications
Dependent permit applications
Upgrade from temporary to permanent status
Ongoing compliance monitoring

Pricing: Per service-specific agreement or hourly consultation rate

9. Redelivery & Replacement

Lost or Damaged Physical Deliveries

Courier Loss or Damage:

Redelivery at no charge if courier fault proven
Insurance claim filed on client's behalf
Alternative delivery method offered (e.g., digital + courier replacement)

Client Responsibility Loss:

Replacement documents available for fee
Original processing time may be required
Government reissuance fees apply (if government document lost)

Digital Delivery Issues

Access Problems:

Alternative delivery method provided at no charge
Technical support for portal access issues
File format conversion if needed

File Corruption:

Replacement files provided immediately
Alternative format offered if compatibility issue

10. Delivery Exceptions

Government-Retained Documents

Some documents are retained by authorities:

Passports: Held by embassy during visa processing
Original Certificates: Submitted to immigration and not returned
Employer Documents: Filed with labor authorities

Alternative Delivery:

Certified copies provided where originals retained
Status certificates or confirmation letters issued
Tracking number or case reference provided

Conditional Delivery

Some deliverables subject to conditions:

Payment of Final Installment: Required before physical delivery
Government Fee Payment: Must be paid before document issuance
Interview Attendance: Completion required before permit release
Medical Clearance: Required before final approval
KYC Completion: Mandatory verification must be completed before delivery of services

11. Contact for Delivery Support

For tracking, delivery questions, or issues:

Email: [email protected]
Subject: "Delivery Support - [Your Name] - [Contract #]"
Phone: +852 9290 0201
WhatsApp: Case-specific number (provided upon service initiation, subject to GDPR notice in Section 3)
Portal: app.mdhk.ltd (for file access and download)

Office Hours:
Monday - Friday: 9:00 AM - 6:00 PM (Hong Kong Time)
Saturday - Sunday: Emergency email support only

Expected Response Time:

Delivery tracking inquiries: 4 hours (business hours)
Technical support (portal access): 2 hours (business hours)
General delivery questions: 24 hours
Redelivery requests: 48 hours

12. Governing Law

This Service Delivery Policy is governed by the laws of Hong Kong SAR and forms an integral part of the Company's Master Services Agreement.

Dispute Resolution:

Governed by MSA arbitration clause (ICC arbitration, Hong Kong seat)
Good faith negotiation required before arbitration
Mediation available through Hong Kong International Arbitration Centre

13. Policy Updates

This policy may be updated to reflect:

Improvements to delivery processes or technology
Changes in courier partnerships or methods
New security or encryption standards
Regulatory or legal requirements

Notification:

Material changes communicated 30 days in advance
Current version always available at mdhk.ltd/delivery-policy
Version date displayed at top of policy

Reliable, Secure, Professional Delivery

We are committed to timely, accurate, and secure delivery of all service outputs. Our multi-channel approach ensures you receive your documents in the format and timeframe that best suits your needs.