Terms and Conditions

Welcome to VisaVerza. We aim to make your visa journey simple, transparent and stress-free. These Terms explain how we work with you, so please take a few minutes to read them.

1.1 These Terms and Conditions (“Terms”) govern your use of www.visaverza.com (the “Website”) and any visa, travel-document or related service you order through it. The Website is operated by VisaVerza, Office 2404–2406, Westburry Office Tower, Business Bay, P.O. Box 126034, Dubai, UAE (“VisaVerza”, “we”, “us”, “our”).

1.2 By browsing the Website, creating an account, submitting an enquiry or paying for a Service, you confirm that you have read, understood and agree to these Terms. If you do not agree with any part of these Terms, we kindly ask that you do not use the Website or our Services.

1.3 You must be at least 18 years old and legally able to enter into a binding contract. If you apply on behalf of family members or dependants, you confirm you are authorised to do so and accept these Terms on their behalf.

1.4 Where you sign a separate client agreement with us for a specific application, that agreement applies alongside these Terms. If the two conflict, the signed client agreement prevails for that application.

2.1 VisaVerza is an independent, private visa facilitation and documentation service. We help travellers through each stage of their visa application with care, clarity and professional support. As a private service provider, we are not a government body, embassy or consulate, and we do not represent any Authority. Travellers are always free to apply directly to the relevant Authority; our Service is offered for those who value expert guidance and convenience.

2.3 The visa decision rests with the Authority. Every Authority has sole discretion over whether a visa is granted, its validity, number of entries and processing time. While we do our best to present a complete and well-prepared Application, we are not in a position to guarantee an approval, a decision within a particular timeframe, or entry into any country. Final admission is decided by immigration officers at the point of entry.

2.4 Our Service is considered delivered once your Application has been submitted to the Authority and the outcome has been shared with you, or once the tasks described in your order or client agreement are complete.

2.5 To protect the integrity of our Service, we reserve the right to decline or discontinue any order at our discretion, including where information appears inaccurate or a request falls outside applicable law or Authority guidelines.

A successful application is a partnership. We bring the expertise; you bring accurate information and timely cooperation. By using our Service, you agree to the following.

Information and documents

3.1 You confirm that all information and documents you share with us are true, complete, genuine and lawfully obtained. Authorities assess applications on the information provided, so accuracy is essential to a positive outcome.

3.2 We review documents for completeness and consistency, but we rely on what you provide and are not in a position to verify its authenticity. Responsibility for any inaccurate, altered or non-genuine document or information remains with the applicant, and VisaVerza will not be liable for any consequences that follow from it.

3.3 Before anything is submitted, we will share your forms and documents for your review. Please check them carefully; your approval confirms that the details are correct.

3.4 Documents should be in English or accompanied by an authorised legal translation, arranged at your cost. We are happy to guide you on where to obtain one.

Timelines and cooperation

3.5 Authorities often work to strict timelines. We kindly ask that you provide any requested documents or information promptly. Delays in receiving documents may affect the processing or outcome of your Application, which would be outside our control.

3.6 Your full cooperation, including for any family members or dependants in the Application, helps us serve you well. Please attend appointments, biometrics and interviews as scheduled.

3.7 If the documents needed to proceed are not received within 12 months of your order, we may close the file. In that case the order is considered complete and no further claim can be made against it.

Communication

3.8 Email and written messages are our preferred way to communicate, so there is always a clear record. Please let us know promptly if your contact details, or those of your dependants, change.

3.9 If an Authority or another organisation contacts you directly about your Application, please let us know straight away so we can assist. To avoid confusion, we recommend that all communication about an Application we are handling goes through us; we are unable to take responsibility for outcomes arising from direct contact we were not aware of.

Travel planning

3.10 For your peace of mind, we recommend not making non-refundable travel bookings until your visa is issued. Where an Authority requires flight or hotel reservations, the cost of these is borne by you. Once you travel, please follow the conditions of your visa, including the permitted length of stay; compliance with visa conditions remains the traveller’s responsibility.

Fees

4.1 Our Service Fee for each Service is displayed on the Website or shared with you before payment. Unless stated otherwise, prices are in UAE Dirhams (AED) and include VAT at the applicable rate.

4.2 Our Service Fee covers our professional work and is separate from Government Charges. Government Charges, including visa, embassy, visa-centre, biometric, insurance and courier fees, are set by the Authority or third party, are payable by you, and may change from time to time without notice. We will always let you know of any such change we become aware of.

4.3 We may update our prices from time to time. Any change will not affect an order you have already paid for.

Payments

4.5 Card and Tabby payments are processed securely by third-party providers; we do not store your full card details. When you pay with Tabby, your instalment agreement is with Tabby, and Tabby’s own terms apply to your repayments. Any missed Tabby instalment does not affect our right to the full Service Fee.

4.6 We begin work on your Application once payment is received in full (or approved by Tabby), unless agreed otherwise in writing. Any bank or transfer charges are borne by the payer.

Cancellation and refund policy

4.7 If you wish to cancel, please write to us with your order details and reason, using our cancellation form or by email. Our team will be glad to talk through your options first, such as rescheduling or changing the travel date.

4.10 Credit notes are issued in the name of the original client, are valid for 12 months from the date of issue, and are not exchangeable for cash. Approved refunds to the original payment method are usually processed within 14 working days, plus any time your bank, card issuer or Tabby needs to complete the transfer.

5.1 Processing times. Any timeframe we share is a good-faith estimate based on our experience. Actual timelines are set by the Authority and can be affected by appointment availability, seasonal demand and other factors beyond our control, so we are unable to accept responsibility for delays.

5.2 Changes in rules. Visa outcomes depend on the immigration laws and policies of the destination country, which can change at short notice and sometimes retroactively. Where such a change affects your Application, it is outside our control and does not make the Service Fee refundable.

5.3 Information on our Website. We work hard to keep visa requirements, fees and other content accurate and current. It is, however, general guidance that may change without notice. For your specific case, please rely on the advice our team gives you and on official Authority sources.

5.4 Website availability. The Website is provided on an “as is” and “as available” basis. We aim to keep it running smoothly but cannot promise it will always be uninterrupted or error-free.

5.5 Third parties. Parts of the process are handled by independent third parties such as Authorities, visa centres, couriers, payment providers (including Tabby), airlines, hotels and insurers. We are not responsible for their acts, delays or decisions, including the handling of passports or documents while in their custody.

5.6 Limit of responsibility. To the fullest extent permitted by UAE law, our total liability for any claim relating to a Service is limited to the Service Fee paid to us for that Service. We are not liable for indirect or consequential losses, such as travel bookings, lost earnings, missed events or business opportunities.

5.7 Indemnity. You agree to hold VisaVerza harmless against any claims, losses, penalties or costs arising from inaccurate or non-genuine information or documents provided by you, a breach of these Terms, or a breach of visa conditions or applicable law.

5.8 Events beyond our control. We will not be considered in breach of these Terms where performance is prevented or delayed by events beyond our reasonable control, including government restrictions or new legislation, embassy closures, conflict, civil unrest, strikes, pandemics, system outages or natural events.

Confidentiality and personal data

6.1 We keep your personal and business information strictly confidential. We share it only as needed to deliver the Service (for example with Authorities, visa centres, translators, couriers and payment processors), where you authorise it, or where the law requires it.

6.2 We process personal data in line with UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data and our Privacy Policy. Subject to that law, you may ask to access, correct or delete your personal data, or to restrict its processing, by emailing us.

Accounts and acceptable use

6.3 If you create an account, keep your login details secure and your information up to date. You are responsible for activity under your account.

6.4 You must not use the Website unlawfully, impersonate anyone, submit another person’s data without authority, upload malware, scrape or copy content, or try to interfere with its security or operation. We may suspend or close accounts that break these rules.

Intellectual property and links

6.5 All content on the Website, including text, design, logos and the VisaVerza name, belongs to us or our licensors. You may not copy or reuse it without our written consent.

6.6 Links to third-party websites, including official government sites, are for convenience only. We do not control and are not responsible for their content.

Promotions

6.7 Discounts and promotional offers are subject to their own stated conditions, which prevail over these Terms if they conflict.

Complaints

6.8 Your feedback matters to us. If anything about our Service, fees, team or documentation has not met your expectations, please email us with your order details. We will acknowledge your message promptly and respond within 10 working days.

Governing law and disputes

6.9 These Terms are governed by the laws of the Emirate of Dubai and the federal laws of the UAE. We are committed to resolving any concern amicably and in good faith; if a dispute cannot be resolved that way, the courts of Dubai have exclusive jurisdiction.

Other terms

6.10 If any provision is found invalid, the rest remain in force. Our failure to enforce a right is not a waiver of it.

6.11 We may update these Terms at any time by posting a new version on the Website with a new “Last updated” date. The version in force when you place an order applies to that order.

6.12 These Terms are written in English. Any translation is for convenience only; the English version prevails.