Legal
Privacy Policy
Last updated: October 2026
Applying for a visa means trusting someone with your passport, your photographs, your bank statements and details of your family and travel plans. At Viserv, we treat that information with the same care we would want for our own.
This Privacy Policy explains what personal data Viserv collects, why we need it, who we share it with, how long we keep it, and the choices and rights available to you. It applies to everyone who uses www.viserv.in, any Viserv mobile application, or who contacts us by WhatsApp, email, phone or in person (together, the "Platform").
Viserv with its registered office at No 5/1, 1st Cross, RRMR Extn, KH Road, Bengaluru, Karnataka, India ("Viserv", "we", "us" or "our"). For the purposes of the Digital Personal Data Protection Act, 2023 ("DPDP Act"), we are the Data Fiduciary for the personal data described in this Policy, and you are the Data Principal.
This Policy has been prepared in line with the DPDP Act, the Digital Personal Data Protection Rules, 2025, the Information Technology Act, 2000 and the rules made under it. It should be read together with our Terms and Conditions.
Also see our Terms and Conditions.
1. Key terms used in this Policy
- Personal data means any information about an individual who can be identified from that information, either on its own or together with other information.
- Processing means anything done with personal data, including collecting, recording, storing, using, sharing, transferring and deleting it.
- Authority means any government, embassy, high commission, consulate, immigration department, or visa application centre or other service provider appointed by such a body.
- Applicant means each person for whom a visa or travel authorisation is sought through Viserv.
- Service provider means a company we engage to process personal data on our behalf, such as a cloud hosting, payment, messaging or courier company.
2. Personal data we collect
What we collect depends on the destination and visa type, since each Authority sets its own requirements. We ask only for what is needed to prepare and lodge the application you have requested, or to run the Platform.
| Category | Examples | Why we need it |
|---|---|---|
| Identity and contact details | Full name, date and place of birth, gender, nationality, address, mobile number, email address | To create your account, identify each Applicant, and keep you updated |
| Travel document details | Passport number, issue and expiry dates, passport scans, previous passports, national identity documents where an Authority requires them | Authorities require these to assess and issue a visa |
| Visa application information | Purpose and dates of travel, itinerary, accommodation, travel history, previous visas and refusals, employer or school details, family and sponsor details, invitation letters | To complete the application form and supporting documents accurately |
| Financial standing documents | Bank statements, income tax returns, salary slips, sponsorship letters, PAN where required for related services | Many Authorities ask for proof that the Applicant can fund the trip |
| Photographs and biometric-related data | Passport-style photographs and selfies uploaded for photo checks; appointment details for fingerprint or facial capture | To meet photo specifications and book biometric appointments. Fingerprints are normally captured directly by the Authority or its visa centre, not by Viserv |
| Health information (only where required) | Medical examination results, vaccination certificates, insurance details | Some destinations require these as a condition of the visa |
| Payment and transaction details | Order history, amounts paid, payment reference, GSTIN, billing name | To process payments, issue invoices and handle refunds. Card details are handled by our payment gateway, not stored by us |
| Communications | Messages, emails, call notes and call recordings (where we tell you a call is recorded), feedback and reviews | To support you, keep a record of instructions and improve our service |
| Technical and usage data | IP address, device and browser type, pages viewed, app crash logs, approximate location derived from IP, cookie identifiers | To keep the Platform secure, fix problems and understand how it is used |
Information about other people
If you give us personal data about another person, such as a spouse, child, parent, colleague or sponsor, you confirm that you have their permission (or, for a child, that you are their parent or lawful guardian) and that you have told them how we will use it in line with this Policy.
If you choose not to share information
You may decline to give us any information. However, if an Authority requires it, we will be unable to prepare or lodge the application without it.
3. How we collect personal data
- Directly from you, when you fill in forms, upload documents, chat with us, call us or visit our office.
- From people acting for you, such as a family member, travel agent or employer who places an Order on your behalf.
- From Authorities and visa centres, when they send us appointment confirmations, application status updates, requests for further documents, or decisions.
- Automatically, through cookies and similar technologies when you use the Platform (see Section 13).
- From partners, such as a referral partner or corporate client who introduces you to us, and from sign-in services (for example Google) if you choose to use them.
4. How we use personal data, and on what basis
We process personal data only for clear, lawful purposes. Under the DPDP Act, we rely on your consent, or on a legitimate use permitted by Section 7 of the Act (for example, where you have voluntarily given us data for a specific purpose, or where processing is needed to meet a legal obligation).
| Purpose | Basis |
|---|---|
| Preparing, checking and lodging your visa application, booking appointments, paying Government Fees and tracking progress | Consent, and data you have voluntarily provided for this purpose |
| Creating and managing your account and verifying your identity | Consent |
| Sending you service messages about your Order (status, document requests, appointment reminders) | Consent, and data provided for this purpose |
| Processing payments, issuing invoices and refunds, and keeping accounting records | Consent and legal obligation (tax and accounting laws) |
| Responding to your questions and complaints | Consent, and data provided for this purpose |
| Preventing fraud, misuse and document forgery, and keeping the Platform secure | Legal obligation and permitted legitimate uses |
| Complying with court orders and lawful requests from government agencies | Legal obligation |
| Improving the Platform and our services using aggregated or de-identified data | Consent (through cookie preferences where applicable) |
| Sending offers, travel tips and news about Viserv | Consent, which you may withdraw at any time |
We do not use the documents you upload for your visa application for any unrelated purpose, and we do not sell personal data to anyone.
5. Your consent and how to withdraw it
5.1 Before we collect personal data for a purpose that relies on consent, we will show you a clear notice describing what we will collect and why, and ask for your agreement.
5.2 You may withdraw your consent at any time by writing to hello@viserv.in, by using the settings in your account, or through a Consent Manager registered with the Data Protection Board of India, where one is available. Withdrawing consent is as easy as giving it.
5.3 Withdrawal does not affect processing that took place before it. If you withdraw consent while an application is in progress, we may be unable to continue with it, and the refund rules in our Terms and Conditions will apply.
7. Transfers outside India
7.1 By its nature, a visa application usually involves sending personal data to the Authority of another country, or to a visa centre acting for it, which may be located outside India. Some of our service providers may also store data on servers outside India.
7.2 We transfer personal data outside India only as permitted by the DPDP Act, and not to any country or territory that the Government of India has restricted by notification. Where we use service providers abroad, we require them to apply security safeguards at least as protective as those described in this Policy.
8. How we protect personal data
We use reasonable security safeguards, appropriate to the sensitivity of travel and identity documents, including:
- encryption of data in transit (HTTPS/TLS) and at rest on our storage systems;
- role-based access, so that only staff working on your Order can see your documents;
- multi-factor authentication for staff systems and logging of access to personal data;
- secure handling and locked storage of physical passports and documents in our office;
- confidentiality obligations in employment contracts and periodic privacy and security training for staff; and
- written data protection obligations for service providers.
No system can be completely secure. If a personal data breach occurs, we will inform affected users without delay, explaining what happened, the likely consequences, and the steps being taken, and we will report it to the Data Protection Board of India as required by law.
9. How long we keep personal data
We keep personal data only for as long as it is needed for the purpose for which it was collected, or as required by law. As a guide:
| Type of data | Retention period |
|---|---|
| Application documents and scans (passport copies, photographs, bank statements and similar) | 90 days after the final outcome of the application, unless you ask us to keep them longer for a future application |
| Account and contact details | While your account is active, and for 5 years after your last activity |
| Invoices, payment records and records required under tax law | At least 8 years, as required by the Companies Act, 2013 and GST law |
| Communications and complaint records | 3 years from the date of the last communication |
| Technical logs | Up to 1 year, unless needed to investigate a security incident |
At the end of the relevant period, data is deleted or anonymised so that it can no longer identify you. Data that must be kept longer to meet a legal obligation or to establish or defend a legal claim will be kept only for that purpose.
10. Your rights
Under the DPDP Act, you have the right to:
- Access a summary of the personal data we hold about you, the processing we carry out, and the identities of those we have shared it with;
- Correct, complete or update inaccurate or incomplete personal data;
- Erase personal data that is no longer needed, unless we are required by law to keep it;
- Withdraw consent at any time, as described in Section 5;
- Raise a grievance with us, and escalate it to the Data Protection Board of India if you are not satisfied with our response; and
- Nominate another person to exercise these rights on your behalf in the event of your death or incapacity.
To exercise any of these rights, write to hello@viserv.in from your registered email address. We may need to verify your identity before acting on a request. We do not charge for reasonable requests.
Your duties
The DPDP Act also asks Data Principals to provide authentic information, not to impersonate anyone, not to suppress material information, and not to file false or frivolous complaints. These duties apply especially to visa applications, where accuracy matters.
11. Children
11.1 The Platform is intended for adults. Accounts may only be opened by people aged 18 or above.
11.2 Families often need visas for children. We process a child's personal data only when a parent or lawful guardian places the Order and gives verifiable consent on the child's behalf.
11.3 We do not track or monitor the behaviour of children, and we do not use their data for targeted advertising. If we learn that we hold a child's data without proper consent, we will delete it promptly.
12. Marketing messages
With your consent, we may send you travel updates, offers and news about Viserv by email, SMS or WhatsApp. You can stop these at any time by using the unsubscribe link, replying STOP, or writing to us. We respect the Do Not Disturb preferences you have registered under TRAI regulations. Service messages about an active Order are not marketing and will continue until the Order is complete.
14. Links to other websites
The Platform links to official government portals and other third-party websites. Their privacy practices are their own, and we encourage you to read their policies before sharing information with them.
15. Changes to this Policy
We will update this Policy when our practices or the law change. The latest version will always be available on this page with its "Last updated" date. If we make a significant change, we will notify registered users by email or through the Platform before it takes effect, and where the change requires fresh consent, we will ask for it.
16. Grievance Officer and contact details
For any question, request or complaint about how we handle personal data, please contact:
| Detail | Information |
|---|---|
| Grievance Officer | Harsh Darak |
| Address | No 5/1, 1st Cross, RRMR Extn, KH Road, Bengaluru, India |
| harsh@viserv.in | |
| Phone | 7019902821 (10am to 8pm, Monday to Saturday) |
Please include your name, registered mobile number or email, your Order number (if any), and a clear description of your concern. We will acknowledge your complaint within 48 hours and respond within 30 days, or sooner where the law requires.
If you are not satisfied with our response, you may escalate your complaint to the Data Protection Board of India in the manner prescribed under the DPDP Act and its Rules.
How we work with you commercially is covered in our Terms and Conditions.