Terms of Service

Who we are

These Terms of Service ("Terms") govern your use of the website online-visas.com, our apps and any related services (collectively, the "Service") operated by Gerlior Limited, a company incorporated in Cyprus (Reg. No: HE 382120, VAT: 10382120A), having its registered address at 11 Vladimirou Kafkaridi, Nicosia, 2548, Cyprus ("Online Visas," "we," "us," "our").

By accessing or using the Service, or by clicking "Accept," you agree to be bound by these Terms and our Privacy Policy and Cookie Policy. If you do not agree, do not use the Service.

1. About our Service (What we do—and what we don't)

• Independent assistance. Online Visas is not a government, embassy, or consulate, and is not affiliated, endorsed, or sponsored by any government authority. We provide third-party administrative assistance (information, form preparation, document handling, status tracking, and customer support) to help you apply for visas and travel documents.
• No legal advice. We do not provide legal advice. Any content or guidance is for information only. Where legal advice is required, please consult a qualified professional.
• Two types of fees. Where applicable, your payment may include: (i) a government fee collected on behalf of a government, and (ii) an Online Visas service fee for our assistance. We always disclose these separately at checkout where possible.

2. Your account & eligibility

• You may browse without an account. To submit applications or use certain features, you may need to create an account and provide accurate, complete information.
• Keep your credentials confidential; you are responsible for activity under your account. Notify us promptly of any unauthorized use.
• The Service is not intended for children under 18 without parental/guardian consent and supervision.

3. Communications & electronic records

• You consent to us contacting you via email, webchat, WhatsApp, SMS or in-app messages regarding your order and support.
• You agree to receive electronic records (including agreements, notices, invoices, receipts). You may withdraw consent by contacting support, but this may limit our ability to provide the Service.

4. Placing an order; performance of services

• We display prices, applicable taxes, and—where relevant—government fees before you pay.
• Estimated processing times are estimates only; governments may change requirements or timing without notice.
• You are responsible for ensuring your passport validity, data accuracy, and destination rules. Always verify the travel document we send you and inform us immediately of any discrepancy.

5. Right of withdrawal (EU/EEA consumers)

• If you are an EU/EEA consumer, you generally have a 14-day right to withdraw from a distance contract.
• Exception for digital services started upon your request: When you (i) ask us to begin processing immediately and (ii) acknowledge that you will lose your right of withdrawal once the service is fully performed, you may no longer withdraw after performance has completed.
• If you withdraw before we complete performance, you may owe a proportionate amount for services already provided.
• To exercise your right, contact us at support@online-visas.com with your order details. We will confirm receipt and inform you of any amount due.

6. Refunds & cancellations

• Our Refund Policy (separate page) explains when refunds may apply (e.g., duplicate payments, non-starter cases, or government rejections where our error is the proximate cause).
• Government fees are typically non-refundable once paid to the authority.
• Orders move quickly; once we start processing, cancellation may be limited. We will act reasonably and transparently.

7. Subscriptions (if offered)

• If you purchase a subscription (e.g., membership benefits, processing perks), we will clearly state: price, billing frequency, included benefits, cancellation method.
• We send a clear confirmation after sign-up and provide an easy online cancellation link available 24/7.
• We send advance reminders before renewals where required.
• You can cancel at any time before the next billing date; cancellations take effect at the end of the current period.
• Subscription fees do not include government fees for individual visa applications unless explicitly stated.

8. Prices, payment & chargebacks

• We accept multiple payment methods displayed at checkout. You warrant you are authorized to use the selected method.
• We may use reputable payment processors to collect payments in your local currency; your relationship with such processors is governed by their terms.
• Chargebacks. If you initiate a chargeback without first contacting us to resolve a good-faith issue, we may suspend services and recover our reasonable costs if the chargeback is reversed in our favor.

9. Third parties, fulfilment & operating entities

From time to time, parts of the Service may be operated, fulfilled, or billed by another company, platform, or entity acting under a different legal or trade name on our behalf. This does not affect the scope, continuity, or quality of the Service you purchased. We remain responsible for the proper delivery of the Service.

10. Acceptable use

You agree not to misuse the Service, including by:

• violating laws; impersonating others; infringing IP or privacy rights; uploading malware; data-scraping without consent; interfering with security or availability; or using the Service to mislead users or authorities.

We may suspend or terminate access for violations.

11. Content, IP & license

• The Service (text, UI, software, visuals) is protected by IP laws. We grant you a limited, non-exclusive, revocable license to use the Service for its intended purpose. You may not copy, modify, reverse-engineer, or exploit it except as permitted by law.
• You retain rights in content you upload. You grant us a limited license to use, host, reproduce and process your content solely to provide and improve the Service and comply with law.

12. Information accuracy & changes

Government rules (health, entry, sanctions, document formats) change often. While we aim to keep guidance current, you should verify official requirements for your itinerary. We may modify features or content to enhance the Service and legal compliance.

13. Disclaimers (no guarantee of issuance)

The Service assists with applications; it does not guarantee issuance of any visa or travel document. Decisions and timelines are controlled by governments. The Service is provided on an "as is" and "as available" basis within the limits of applicable law.

14. Liability (EU-aligned)

• Nothing in these Terms excludes liability that cannot be excluded by law (e.g., death or personal injury caused by negligence, fraud).
• Subject to the above, we are not liable for indirect or consequential losses not reasonably foreseeable when you agreed to these Terms.
• For paid services, and to the extent permitted by law, our aggregate liability for direct losses arising from a single order is limited to the amount you paid us for that order's service fee (excluding government fees and taxes).

15. Suspension & termination

We may suspend or terminate your access where reasonably necessary—for example, for misuse, fraud, non-payment, or to comply with law. You may close your account at any time (this does not affect fees incurred before closure).

16. Data protection

We process personal data in accordance with our Privacy Policy and applicable law (including GDPR). Some processing may involve trusted providers outside your country, with appropriate safeguards.

17. Complaints & consumer help (EU)

If you are an EU consumer and wish to raise a complaint, please contact support@online-visas.com. You may also use the EU Online Dispute Resolution (ODR) platform: https://ec.europa.eu/odr. We are not obliged to participate in ADR, but we will consider it in good faith.

18. Governing law & venue

These Terms are governed by the laws of Cyprus (without regard to conflict rules). Courts of Nicosia, Cyprus shall have jurisdiction, without prejudice to any mandatory consumer rights granting you the right to bring claims in your country of residence within the EU/EEA.

We do not impose mandatory arbitration or class waivers on EU consumers.

19. Changes to these Terms

We may update these Terms to reflect changes in law or our Service. We will post the new effective date and, where changes are material, provide notice by email or in-product. Continued use after the effective date constitutes acceptance.

20. Contact