Terms & Conditions

Please note. These terms set out the basis on which we provide our services. The version in force is the one published here at the time you place or modify an order. Nothing in these terms affects your statutory rights as a consumer.

1. Parties and scope

These are the terms and conditions (“Terms”) that govern the relationship between you, our customer (“you”), and Schengen Visa Ltd (“we”, “us”, “our”) for the provision of our services. If you are a consumer within the meaning of applicable law — for example the Consumer Contracts Regulations (a “Consumer”) — additional rights may be available to you and are noted below. If you are not a Consumer, you confirm that you have authority to bind any business on whose behalf you purchase services.

Our primary service is to help you obtain travel visas and other travel documentation: we describe the documents and forms you generally need to provide, then submit those documents and forms, duly completed by you, to the relevant authorities. If we refer you to another service provider, that provider’s own terms apply to their services and we accept no liability for them. References to an “issuing authority” mean the embassy, consulate or other body that issues or supplies the documents you request.

Merely viewing the website (as opposed to ordering services) is governed by our website-use terms (see section 14), not these Terms. If we provide a translation of these Terms, it is for convenience only and the English-language version governs and takes precedence in the event of any inconsistency.

2. What we do — and what we do not do

We provide visa and travel application support: helping you identify the right route, completing and checking application forms, pre-checking supporting documents, drafting cover letters, and helping you book appointments.

We do not:

guarantee that any visa, entry clearance or travel authorisation will be granted — every decision rests solely with the relevant consulate, embassy, visa centre or immigration authority;
make decisions on your application or influence the issuing authority; or
provide regulated UK immigration advice ourselves. Schengen Visa Ltd provides visa application support; where your matter requires regulated UK immigration advice, it is provided by our associated firm, Kaya Legal Consultancy Ltd, which is registered with the Immigration Advice Authority (IAA ref F202100331). We will tell you when this applies and act only within the authorised scope.

Official rules, eligibility and fees are set by governments and change frequently. We direct you to the official government source and do not warrant that third-party information is current.

If you are a Consumer, you may have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 within a cooling-off period of 14 days, by any clear written notice to us.

Because our services are usually time-critical, we begin work as soon as you approve payment and/or provide your documentation — which may be before the cooling-off period ends. By asking us to begin, you expressly request that we start within the cancellation period and you acknowledge that:

you will be charged for the work we have reasonably carried out up to the point you tell us to cancel; and
you lose the right to cancel once the service has been fully performed.

In addition, where documents are prepared to your own specifications, the statutory right to cancel may not apply.

4. Procedure

We will endeavour to provide accurate information and to help you obtain the visa for your trip in good time. However, all requirements (documentation, fees, time frames) are based on general criteria and can vary according to information you provide — such as nationality, residence, age, profession, recent travel and the purpose of your trip. The issuing authority may change requirements without notice or require additional information. We will try to inform you of such changes as soon as practicable.

5. Submitting your documents

You can consult the list of requirements for your visa on our website. When your documents reach our office, we will send you an email confirming receipt. We will only process the visa(s) set out in your request and assume no responsibility for other visas required for your trip that you have not requested. By submitting a request to us, you accept these Terms. On receipt of your documentation, we will validate your request and begin the procedures to obtain the visa(s). We reserve the right to decline to handle any application, at our discretion and without giving a reason.

6. Obtaining your visa

The issue of a visa depends exclusively on the issuing authority, and immigration officials in each country have the final decision on entry, even when all requirements have been met. We do not guarantee that the issuing authority will issue a visa, or do so within any particular time frame; our fees are charged for carrying out the procedures required, regardless of the outcome.

When we return your passport and documents, it is your responsibility to verify that all the visas you need have been obtained, that they are valid for your intended dates, purpose and number of entries, that your personal details are accurate, and that your passport is valid for at least six months beyond the end of your trip. Please notify us immediately by email if you identify any discrepancy.

7. Delivery

We will submit your application to the relevant visa centre or consulate unless you instruct otherwise. A passport delivery charge may be added to your order where required. All third-party delivery companies are subject to their own terms, and we accept no liability for loss or delay incurred by third-party delivery companies.

8. Additional services

We may offer additional services in some cases — for example a premium service, digital photo service, passport replacement, document pre-check, invitation support, or an immigration referral. Where we do, the description and any specific terms for those services are set out on the relevant page of our website and form part of these Terms.

9. Fees and payment

Our fees are those shown on our website at the point of purchase, together with any applicable taxes. Government, consular, visa-centre, courier and other third-party charges are separate and are payable by you. Where a service is paid online, payment is taken securely by our payment provider (Stripe); we do not store your card details.

Once we submit a request to an issuing authority on your behalf, our service fees are non-refundable. All fees paid to an issuing authority on your behalf are also non-refundable.
Consular fees and the availability of services may change without notice, and may differ between the time an order is placed and when it is completed. We will try to tell you about such changes where possible.
If an application is rejected, we will, at your request, make a further attempt to obtain the document. You will be responsible for any additional issuing-authority fees, and where the further attempt is needed because of an error you made, we may charge an administrative fee of £15.
We may retain passports and documents until full payment is received.
For an electronic travel authorisation (for example a US ESTA or Australian ETA), our fee covers processing of that authorisation only and is non-refundable, including where the application is refused.
Orders cancelled before submission may be charged our service fee; once an application has been submitted, full fees apply, subject to your statutory cancellation rights in section 3. Additional cancellation fees may apply for early withdrawal of an application.

Where you cancel part-way through a service, our Refund Policy explains how fees for work already carried out are apportioned and any balance refunded. Nothing in this section removes your statutory cancellation rights under section 3 or under consumer law where they apply.

10. Your responsibilities

You agree to provide accurate, complete and truthful information and documents. We rely on what you give us and are not responsible for delays or refusals caused by information that is inaccurate, incomplete, misleading or supplied late. You are responsible for meeting appointment times and deadlines and for satisfying the entry requirements of your destination.

11. Warnings and disclaimers

The issuing authority makes the final determination on the type, duration and timing of any visa or passport, may request further documentation, and may reject an application for any reason without giving one. An issuing authority may grant a different type of travel document from the one requested, which may affect its purpose, validity or number of entries. You should not purchase non-refundable tickets or reservations until all the travel documents required for your trip have been secured.

We provide visa and passport information in good faith as our interpretation of information supplied by the relevant embassies, consulates or passport offices, and we accept no liability for any errors or omissions in that information. We are not responsible for, and accept no liability for, the actions of any consulate, embassy or passport office in delaying or not issuing an application, nor for any expense or delay arising from incomplete or incorrectly completed forms or inaccurate or incomplete supporting documentation. We recommend that all travellers secure a visa before departure rather than relying on a visa “on arrival”.

12. Limitation of liability

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot lawfully be excluded.

Subject to that:

Where a passport, document or other item is lost, misplaced, damaged, delayed or destroyed, we are liable only if we are at fault, and our liability is limited to the basic replacement cost of that item. We are not responsible for items misplaced, damaged, delayed or destroyed by a delivery service or issuing authority, and you should retain any original documents (such as bank statements or certificates) that we have not asked you to submit.
To the maximum extent permitted by law, we exclude indirect or consequential loss and all implied conditions and warranties, including loss of profit and travel or holiday costs.
Our total liability for loss caused to you, whether in contract, tort or otherwise, is limited: for non-Consumers, to the amount of the fees you paid us for the relevant service; and for Consumers, to the losses and damage, up to a maximum of £250, for which we are directly responsible and which are wholly attributable to our incorrect provision of the service.

For Consumers, nothing in this section limits our duty under the Consumer Rights Act 2015 to perform our services with reasonable care and skill, or restricts any statutory remedy available to you under that Act; the £250 limit applies only to losses beyond those non-excludable rights.

13. Claims period

You have one month after completion of our work — from the date the visa is delivered or, if it is not delivered, from the date of your order — to notify us of any claim relating to our services. After that period, any right to rectification or compensation under these Terms expires. This does not affect any statutory rights that cannot lawfully be limited, and for Consumers this notification period does not reduce the statutory time limits within which you may bring a claim.

14. Website use and information

The content of this website is owned by or licensed to us and is provided for general information. You may not copy, republish or commercially exploit it without our permission. We try to keep the site accurate and available but do not warrant that it is error-free or uninterrupted.

We process personal data in line with the UK GDPR and the Data Protection Act 2018, as described in our Privacy Policy. Where we offer secure document upload for a pre-check, that processing is governed by our Data Protection Impact Assessment (see the DPIA summary); the secure upload facility is made available only once that assessment is signed off.

15. Complaints

We aim to resolve concerns quickly. Please raise any complaint in writing; we will acknowledge it and respond within the timescales set out in our Complaints procedure. Where your matter concerns regulated UK immigration advice, you may escalate an unresolved complaint to the Immigration Advice Authority. We will confirm in our final response whether your matter falls within its remit.

16. General

These Terms, and any document expressly referred to in them, are the whole agreement between us and supersede any previous arrangement or understanding relating to their subject matter. If any provision is unenforceable, it is to be read down so far as possible and otherwise severed, without affecting the remaining provisions. We are not liable for any failure or delay in performing our obligations caused by circumstances beyond our reasonable control (“force majeure”). We may sub-contract our obligations or assign our rights under any contract. These Terms do not create rights enforceable by anyone who is not a party to them, except a lawful successor or assignee.

17. Governing law

These Terms, and any dispute arising from them, are governed by the law of England & Wales, and both parties submit to the exclusive jurisdiction of the courts of England.

18. Contact

Questions about these Terms: [email protected] · +44 20 3084 5533 · Schengen Visa Ltd, Salisbury House, 29 Finsbury Circus, London EC2M 5SQ (Company No. 13673211).