Terms of service

1.1. This document is a public offer under the applicable law and constitutes the Provider's proposal to enter into a paid services agreement on the terms set out below.

1.2. The Provider is the person supplying services through the website Visacentr (the "Provider"). The Provider's contact details are set out in the "Company details and contacts" section of this offer.

1.3. Before placing an order, the Client must read this offer, the Privacy Policy and any other documents that the website expressly states to be mandatory for the service concerned.

1.4. By taking any action aimed at ordering the Provider's services, the Client confirms that they have read those documents, understand their contents and accept them in full, without any reservations or exceptions.

2.1. Acceptance of this offer is any of the following actions by the Client:

• submitting an order through the website;
• contacting the Provider or the Provider's representative with a request to start work on a visa or another service;
• handing over to the Provider the documents required for the services;
• paying for the Provider's services in full or in part.

2.2. From the moment this offer is accepted, a paid services agreement is deemed concluded between the Provider and the Client on the terms set out in this offer.

2.3. If the Client acts in the interests of another person or submits documents of several persons, the Client confirms that they hold the authority required to do so and that they accept the terms of this offer on behalf of such persons.

2.4. If the Client disagrees with even one term of this offer, the agreement is not concluded and the services are not supplied.

3.1. The Provider supplies services for preparing and submitting the documents required to obtain visas, electronic visas, electronic travel authorisations or other documents issued through the official information systems of government authorities of foreign states.
Depending on the service selected, the Provider may:

• check the documents and information supplied by the Client;
• complete official forms and applications;
• prepare photographs and electronic copies of documents in line with the requirements of the receiving country;
• submit applications through official government information systems;
• pay government (consular) fees where this is part of the procedure and has been agreed with the Client;
• track the status of the application;
• pass on to the Client the result received or information about the outcome of the application.

3.2. The subject matter of this agreement is solely the supply of services for preparing and submitting documents.
The Provider does not issue visas, travel authorisations or any other documents, does not decide on applications and has no ability to influence the decisions of government authorities of foreign states.

3.3. The decision to grant or refuse a visa, an electronic travel authorisation or any other document, as well as the decision to allow or refuse entry into the territory of a foreign state, is taken solely by the competent government authorities of that state.

3.4. Payment for the Provider's services does not give the Client any right to obtain a visa, a travel authorisation or any other permit.
The Provider does not guarantee:

• that a visa or any other document will be granted;
• that a visa will be granted within a particular time;
• that a multiple-entry visa will be granted;
• that a visa will be granted for a particular period of validity;
• that no additional documents will be requested;
• that no interview or visit to a consulate will be required;
• that no additional checks will be carried out by government authorities.

3.5. The Provider is not a tour operator, travel agent, carrier, insurer or insurance agent and does not supply services relating to:

• arranging travel;
• booking hotels and other accommodation;
• purchasing air tickets or other tickets;
• arranging insurance policies;
• arranging transfers;
• advising on immigration law, other than providing the information directly required for the service ordered.

3.6. The Provider may engage third parties to carry out particular stages of the services without obtaining further consent from the Client, and remains liable to the Client for the proper performance of its obligations under this agreement.

4.1. To order a service, the Client submits an order through the website or contacts the Provider through the communication channels listed on the website.

4.2. Having received the order, a representative of the Provider contacts the Client, clarifies the information required for the service, states the documents required, the estimated processing times and the preliminary price, and agrees the procedure, method and currency of payment.

4.3. Before the services begin, the Client hands over to the Provider the required documents and information in the agreed format and makes payment, unless the parties have agreed otherwise.

4.4. Once the required documents and payment have been received (unless the parties have agreed otherwise), the Provider begins to supply the services.
Depending on the service selected, the Provider may:

• check that the documents submitted are complete and correct;
• complete official forms and applications;
• where necessary, bring photographs and electronic copies of documents into line with the requirements of the receiving country;
• prepare the application for submission;
• submit the application through the official resource of the relevant government authority;
• where necessary, pay the government (consular) fee;
• keep the Client informed about the progress of the services.

4.5. If, before the application is submitted, a government authority changes the requirements for the application or requests additional documents or information, the Provider notifies the Client.
In that case the time for supplying the services is extended by the period needed for the Client to provide the additional documents (information) or to meet the new requirements.

4.6. The Provider may suspend the services until the Client has provided all the documents, information or other materials required to perform this agreement.
The period of such suspension does not count towards the time for supplying the services.

5.1. The service is deemed supplied, and the Provider's obligations under this agreement performed in full, from the moment the application is successfully submitted to the official information system of the relevant government authority, irrespective of the subsequent outcome of that application.

5.2. Passing on to the Client information about the outcome of the application received from the government authority is done for information purposes only and does not affect the moment at which the Provider's obligations are performed.

5.3. A refusal to grant a visa, a change in processing times, a request for additional documents, additional checks, an invitation to an interview or any other action by a government authority after the application has been submitted do not mean that the Provider has supplied the services improperly.

6.1. The Provider may decline to supply the services before the application is submitted if:

• the Client provides false information;
• documents bearing signs of forgery have been submitted;
• there are sufficient grounds to believe that the documents are being used in breach of the law;
• the Client demands actions that are contrary to the law or to the rules of the relevant government authorities;
• performing the order becomes impossible for reasons beyond the Provider's control.

6.2. If the Provider declines to supply the services, the Client is notified through any agreed communication channel.
Money is refunded in accordance with the "Refunds" section.

7.1. The price of the services consists of:

• a) the government (consular) fee;
• b) the Provider's service fee.

7.2. The government (consular) fee is a mandatory payment set by the relevant government authority of a foreign state.
The Provider does not set the amount of that fee, has no influence over changes to it, and transfers the money solely in order to carry out the Client's instruction when supplying the service concerned.

7.3. The Provider's service fee covers the work of:

• checking documents;
• completing forms and applications;
• preparing photographs;
• preparing electronic copies of documents;
• paying government (consular) fees where necessary;
• submitting the application;
• keeping the Client informed — notifying the Client of the status of the application where this is technically possible.

7.4. The prices shown on the website are for information only.
The final price is determined once the Client's citizenship, the service selected, the processing speed and other circumstances affecting the price have been clarified.
The final price is communicated to the Client before the services begin and, once agreed, is deemed accepted by the parties.

7.5. If, after the price has been agreed but before the application is submitted, a government authority changes the amount of the mandatory government (consular) fee, the Provider notifies the Client.
The services continue once the parties have agreed the corresponding changes.

7.6. Keeping the Client informed, as referred to in clause 7.3, does not affect the moment at which the Provider's obligations are performed, as determined by section 5 of this offer.

8.1. No payment is taken through the website.
The website is used solely to receive orders for services.

8.2. The payment procedure, the method of transferring the money and the currency of payment are agreed between the parties individually before the services begin.

8.3. Unless the parties have agreed otherwise, payment is made before the services begin.

8.4. The Client's payment obligation is deemed performed once the money is received by the Provider.

8.5. Charges of banks, payment systems, money transfer operators and other intermediaries relating to the transfer of money are borne by the Client, unless the parties have expressly agreed otherwise.

8.6. The available payment methods and payment procedure are described in the "Payment methods" document published on the website. That document forms an integral part of this offer.

8.7. The currency of payment is agreed between the parties before the services begin.
If the final price is set in one currency and payment is made in another, the amount payable is calculated at the exchange rate agreed by the parties as at the date the final price was agreed.
Prices shown on the website in currencies other than the currency of settlement are for reference only.

9.1. All times stated on the website or communicated by the Provider are estimates, unless expressly agreed otherwise.

9.2. Time for supplying the services starts to run once all of the following have happened:

• the Provider has received the complete set of required documents;
• the Provider has received all the required information;
• payment has been received, unless the parties have agreed otherwise.

9.3. The Provider is not responsible for the time taken by government authorities of foreign states to process an application.

9.4. Nor is the Provider liable for longer processing times caused by:

• changes in the law;
• public holidays and non-working days;
• maintenance, failures or unavailability of government information systems;
• increased workload of government authorities;
• additional checks;
• requests for additional documents or information;
• other circumstances beyond the Provider's reasonable control.

9.5. The Client assesses for themselves whether there is enough time before the intended trip and decides when to submit the application, allowing for the possibility that processing may take longer.

10.1. The Client undertakes to:

• provide complete, accurate and up-to-date information required for the services;
• provide genuine documents or accurate electronic copies of them;
• hand over to the Provider, in good time, all documents and information required to prepare and submit the application;
• provide photographs and electronic copies of documents of a quality that allows all the required details to be read;
• check carefully the details contained in the forms, applications and other documents prepared by the Provider, where such documents are sent to the Client for checking and approval;
• verify that their identity document meets the requirements of the destination country, including its validity period, the presence of blank pages and other mandatory requirements;
• respond promptly to the Provider's requests and provide the additional documents or information required for the services;
• notify the Provider without delay of any change in information that matters for preparing and submitting the application.

10.2. The Client confirms and warrants that:

• all information they have provided is complete, accurate and up to date;
• all documents handed over are genuine or have been obtained and are used on lawful grounds;
• where documents are arranged in the interests of third parties, the Client holds all the authority required to act on their behalf;
• where personal data of third parties, including minors, is passed on, the Client has obtained all the necessary consents and has other lawful grounds provided for by the applicable law;
• the Client is of full age and legal capacity; an order in the interests of a minor is placed by their parent or other legal representative.

10.3. The Client alone bears the risk of any adverse consequences arising from:

• providing false, incomplete or out-of-date information;
• providing documents of inadequate quality;
• providing documents or information late;
• refusing to provide additional documents or information at the request of the Provider or a government authority;
• failing to read the Provider's messages in good time.

10.4. If the Client does not provide the required documents or information, or does not respond for more than 90 (ninety) calendar days from the Provider's last contact, the Provider may discontinue the services.
In that case any refund is dealt with in accordance with the "Refunds" section.

11.1. The Client may withdraw from the Provider's services at any time before the Provider has performed its obligations in full.

11.2. If the Client withdraws before the services have begun, the Provider refunds the service fee paid by the Client in full.

11.3. If the Provider has begun to supply the services but the application has not yet been submitted to the official information system of the relevant government authority, the service fee paid is refunded to the Client less:

• the value of the services actually supplied (work actually done);
• the costs actually incurred by the Provider;
• government (consular) fees, where these have already been transferred to the relevant government authority and are non-refundable.
• The value of the services actually supplied is determined by reference to the work carried out as at the date of the Client's withdrawal and is communicated to the Client together with a calculation of the amount withheld.

11.4. Once the application has been successfully submitted to the official information system of the relevant government authority, the service is deemed supplied in full.
From that moment the government (consular) fee is non-refundable and the Provider's service fee is not returned, because the Provider's obligations are deemed fully performed, except in the cases provided for in clauses 11.5 and 11.6 of this offer.

11.5. If the Provider made an error while supplying the services which directly caused the application to be rejected, or caused a refusal by the government authority solely for reasons connected with the Provider's acts or omissions, the Provider undertakes to correct that error at its own expense and to supply the service again, where a repeat submission is permitted by the rules of the relevant government authority.

11.6. If supplying the service again is objectively impossible, or the Client reasonably declines a repeat submission because of an error made by the Provider, the Provider refunds the service fee paid to the Client in full.

11.7. Refunds are made by the same method used for payment, unless the parties have agreed another method of refund.

11.8. Refunds are made within 10 (ten) business days of the Provider receiving the Client's refund request.
If there is a disagreement about the amount, the undisputed part is refunded within that same period; the remaining part is refunded within 10 (ten) business days of the parties agreeing its amount.

11.9. Requests to refund government (consular) fees are dealt with solely in accordance with the rules of the relevant government authority.
The Provider does not decide whether such payments are refunded and is not liable if the government authority refuses to refund them.

11.10. If the services are discontinued at the Provider's initiative (clause 6.1) or because the Client does not respond (clause 10.4), a refund is made under clauses 11.2 and 11.3, depending on whether the Provider had begun to supply the services.
If the services are discontinued for reasons unrelated to any breach by the Client of its obligations and warranties, the service fee paid is refunded in full.

11.11. For services that include a surcharge for rush processing, the following guarantee applies: if the visa is not ready by the agreed deadline due to the Provider's fault or because the Provider failed to meet the stated rush deadline, the Provider refunds the rush surcharge paid by the Client.
Time for the purposes of this clause runs from the moment the Provider's manager confirms to the Client that the order has been accepted for processing, not from when the request was submitted or payment was received.

11.12. Only the rush surcharge is refundable under clause 11.11 — the difference between the price of the rush tariff and the price of standard processing for the relevant visa. The price of standard visa processing and the government (consular) fee are not refunded under this clause: the visa service is provided in any case.

12.1. The Provider is liable solely for the proper supply of the services provided for in this offer.

12.2. The Provider does not guarantee that a visa, an electronic travel authorisation or any other document issued by a government authority will be granted.

12.3. The Provider is not liable for:

• a refusal by a government authority to grant a visa, an authorisation or any other document;
• the withdrawal, cancellation or change of terms of a visa or authorisation already granted;
• a refusal of entry by border, immigration or other government authorities;
• decisions of airlines, carriers and other organisations that prevent the trip;
• changes in the law or in the visa rules of foreign states;
• changes in document requirements after the order has been accepted;
• additional checks;
• requests for additional documents or information;
• the scheduling of an interview;
• changes in application processing times;
• technical failures, errors, updates, temporary unavailability or shutdown of government information systems;
• acts or omissions of government authorities;
• inability to submit an application because of circumstances arising for reasons beyond the Provider's control;
• the consequences of the Client providing false, incomplete or misleading information;
• the consequences of the Client using invalid, forged or expired documents;
• any costs incurred by the Client in buying tickets, booking hotels, arranging insurance policies, renting accommodation, paying for events, or any other costs incurred before the relevant visa or authorisation is granted.

12.4. The Provider's aggregate liability under this agreement is in any event limited to the amount of the Provider's service fee actually received for the order concerned.

12.5. The Provider does not compensate lost profit, anticipated income, indirect losses, non-pecuniary damage, or any other losses that are not a direct consequence of the Provider's culpable acts.
Clauses 12.4 and 12.5 of this offer do not apply where mandatory rules of the applicable consumer protection law provide for a different procedure or a different measure of liability.

12.6. Neither party is liable for any failure to perform or improper performance of its obligations under this agreement, in whole or in part, where that failure results from force majeure arising after the agreement was concluded and beyond the parties' reasonable control, including but not limited to:

• natural disasters;
• military action;
• acts of terrorism;
• civil unrest;
• epidemics and pandemics;
• decisions of government authorities;
• shutdown or unavailability of government information systems;
• closure of consulates;
• closure of state borders;
• the imposition of sanctions;
• restrictions on the operation of banks, payment systems or other financial institutions;
• large-scale communications failures;
• cyberattacks;
• other extraordinary circumstances that could not be prevented in the given conditions and are beyond the parties' control.

13.1. In order to perform this agreement, the Provider processes the personal data of the Client and the personal data of other persons whose details the Client provides when placing an order.

13.2. Depending on the nature of the service, the Provider may process, in particular, the following personal data:

• surname, first name, patronymic;
• date and place of birth;
• citizenship;
• identity document details;
• email address;
• telephone number;
• photograph;
• details of the intended trip;
• other information required to prepare and submit the application.

13.3. Personal data is processed solely to the extent required to perform this agreement and supply the services concerned.

13.4. In order to perform this agreement, the Provider may pass personal data to:

• government authorities of foreign states;
• official visa and immigration information systems;
• visa centres;
• organisations involved in processing applications;
• third parties engaged by the Provider to perform this agreement.

13.5. Passing personal data to government authorities of foreign states, official information systems and other organisations involved in issuing visas and authorisations may involve a cross-border transfer of personal data.
The Client understands and accepts that the services cannot be supplied without such a transfer.

13.6. By accepting this offer, the Client consents to the processing and cross-border transfer of personal data to the extent required to perform this agreement, on the terms set out in this offer and in the Privacy Policy.

13.7. Where the Client provides personal data of third parties, the Client confirms that all lawful grounds for such a transfer are in place, including any consents required by law.

13.8. Withdrawal by the Client of consent to the processing of personal data before the application is submitted is treated as the Client's withdrawal from the services and triggers the "Refunds" section.

13.9. Once the application has been submitted, the Provider is unable to recall, change or delete information already passed to government authorities, official information systems or other organisations involved in processing the application.

13.10. Once this agreement has been performed, the Provider may delete the documents and information received from the Client, where keeping them is not required by the applicable law and is not necessary to protect the Provider's lawful rights and interests.

14.1. All materials used by the Provider in supplying the services, including texts, instructions, document templates, forms, software solutions, working algorithms, website design elements, graphics and other results of intellectual activity, belong to the Provider or are used by the Provider on lawful grounds.

14.2. Entering into this agreement does not transfer to the Client any exclusive or other proprietary rights to the results of intellectual activity referred to in clause 14.1 of this offer.

14.3. The Client may not, without the Provider's prior written consent, copy, reproduce, distribute, publish, adapt, modify or use those materials for commercial purposes, in whole or in part.

15.1. The parties will seek to settle any disagreements and disputes between them through negotiation and correspondence.

15.2. Following the pre-action claim procedure is mandatory before going to court.

15.3. A claim is sent to the email address given in the "Company details and contacts" section and must contain:

• details that identify the order concerned;
• a description of the circumstances giving rise to the claim;
• the Client's demands;
• documents and other materials supporting those circumstances (if any).

15.4. The Provider reviews the claim and sends a reply within 10 (ten) business days of receiving it.

15.5. The parties recognise the legal force of documents, notices, messages and other correspondence sent by email, messaging apps and other channels agreed by the parties, provided that the sender and the subject of the message can reliably be established from its contents.

15.6. If no agreement is reached, the dispute is to be resolved in accordance with the applicable law.
Where the Client is a consumer, the mandatory rules of the consumer protection law of the Client's country of residence apply, including the rules on jurisdiction.

16.1. The Provider may change this offer unilaterally at any time without giving the Client prior notice.

16.2. A new version of the offer takes effect once it is published on the website, unless the new version expressly states a different effective date.

16.3. The version of the offer in force at the time the Client accepted it applies to the relationship between the parties.

16.4. Each time the Client orders services again, the Client is advised to read the current version of this offer.

17.1. The invalidity, illegality or unenforceability of any provision of this offer does not render the remaining provisions invalid, illegal or unenforceable.

17.2. If any provision of this offer is held to be invalid, illegal or unenforceable, in whole or in part, the remaining provisions remain in force and continue to apply to the fullest extent permitted by law.

17.3. Matters not covered by this offer are governed by the applicable law.

17.4. Section headings are used for ease of reading only and do not affect the interpretation of this offer.

17.5. This offer is published on the website in Russian and in English. In the event of any discrepancy between the versions, the Russian version prevails.

Provider: the person operating under the name Visacentr.
Website: Visacentr
Email: info@visacentr.pro
Current ways to contact the Provider are published on the website.