Terms and Conditions

1. Definitions

In these Terms, the following words carry the meanings given below:

• Applicant means each person for whom a visa, e-visa, permit or travel authorisation is being sought through Viserv, including a minor or dependant added by you.
• Authority means any government, ministry, embassy, high commission, consulate, immigration department, or any visa application centre or outsourced service provider appointed by such a body.
• Government Fee means any fee levied by an Authority for processing an application, as notified by that Authority from time to time.
• Service Fee means the fee Viserv charges for its own assistance, as displayed at the time of booking, exclusive of applicable taxes.
• Third-Party Charges means amounts payable to persons other than Viserv and the Authority, such as visa centre convenience charges, courier, translation, notarisation, photographs, travel insurance or appointment charges.
• Order means a request placed by you for one or more Services, for one or more Applicants, once payment has been received.
• Services means the visa information, document review, form-filling, appointment booking, submission, tracking, courier and related assistance offered by Viserv, together with any optional add-ons you choose.
• You or User means any person who accesses the Platform or places an Order, and, where you act for a company or another person, includes that company or person.

2. Accepting these Terms

2.1 By browsing the Platform, creating an account, or placing an Order, you confirm that you have read, understood and accepted these Terms. If you do not agree with them, please do not use the Platform.

2.2 These Terms are an electronic record within the meaning of the Information Technology Act, 2000 and the rules made under it. They are generated by a computer system and do not require a physical or digital signature to be binding.

2.3 Specific products, offers or campaigns may carry their own conditions, which will be shown to you before you buy. Where those conditions conflict with these Terms, the specific conditions will prevail for that product or offer only.

3. Who may use Viserv

3.1 You must be at least 18 years old and legally able to enter into a contract under the Indian Contract Act, 1872 to place an Order.

3.2 You may place an Order for a minor or for another adult (for example a family member or employee) only if you have their consent, or the legal authority to act for them, and you accept these Terms on their behalf. For a minor, the consent of a parent or lawful guardian is required.

3.3 Where you act for a business, you confirm that you are authorised to bind that business to these Terms.

4. What we do, and what we do not do

4.1 We are a private facilitator. Viserv is an independent company. We are not a government body, and we are not an agent of, or affiliated with, any embassy, consulate or immigration authority, unless we expressly say so for a particular service.

4.2 Our role. Depending on the service you choose, we may: tell you which visa type appears to suit your purpose of travel; share a document checklist; review your documents for completeness and obvious errors; complete application forms using the information you give us; book appointments; lodge the application; pay the Government Fee on your behalf; track progress; and return your passport and documents to you.

4.3 You can apply directly. Many visas and e-visas can be obtained by applying directly on the official government website, often for only the Government Fee. Our Service Fee pays for the convenience, review and support we provide; it is not a fee required by any Authority.

4.4 Information is guidance, not legal advice. Visa rules change often and sometimes without notice. The requirements, timelines and fees shown on the Platform reflect our best understanding at the time they were published. They do not amount to legal or immigration advice, and the Authority's published rules will prevail over anything we display.

4.5 No influence on outcomes. We cannot speed up, influence or guarantee the decision of any Authority, and no Viserv employee is permitted to suggest otherwise.

5. Your account

5.1 Some Services require you to create an account using a working mobile number or email address. You agree to keep your account details accurate and up to date.

5.2 You are responsible for keeping your login credentials and one-time passwords confidential and for all activity that takes place under your account. Tell us promptly at hello@viserv.in if you suspect unauthorised access.

5.3 Each account is personal to its holder and may not be sold, transferred or shared.

6. Your responsibilities as an applicant

A visa application is only as strong as the information behind it. By placing an Order, you agree that:

• every detail and document you provide, for yourself and for any other Applicant, is true, complete, current and genuine, and that you will tell us immediately if anything changes;
• you will not ask us to submit forged, altered or misleading documents, or to withhold information that an Authority has asked for, and you understand that we will decline any such request;
• you will reply to our requests for documents, clarifications or approvals within 48 hours, or such other time as we reasonably specify, so that deadlines and appointment slots are not missed;
• you will review any draft application form or summary we send you and confirm its accuracy before we submit it, because the application is made in the Applicant's name and the Applicant remains responsible for its contents;
• each passport used has the validity and blank pages the destination requires;
• you will attend any appointment, biometrics session or interview in person when the Authority requires it; and
• once a visa is issued, you will check every detail on it (name, passport number, dates, entries) and report any error to us within 24 hours of receiving it.

Delays, refusals or extra costs that result from information you have not supplied, supplied late, or supplied incorrectly are not Viserv's responsibility.

7. Permission to act on your behalf

7.1 When you place an Order, you authorise Viserv, its staff and its appointed service providers to: fill in and sign or submit online forms using the information you provide; create and manage applicant accounts on official portals where required; book, reschedule or cancel appointments; pay Government Fees and Third-Party Charges from the amounts you have paid us; correspond with Authorities about your application; and receive the outcome on your behalf.

7.2 This authority is limited to the Order you have placed and ends when that Order is completed or cancelled.

7.3 Where an Authority requires the Applicant's own declaration, signature or consent, you agree to provide it personally. We will never sign a declaration in your name without your express instruction.

8. Timelines and estimates

8.1 Any processing time, appointment date or expected delivery date we show is an estimate based on recent experience and the Authority's published guidance. Authorities can and do take longer, ask for more documents, or call Applicants for interview.

8.2 Unless we have offered you a specific written commitment as part of a paid add-on (see Section 15), estimates are not guarantees and are not binding on us.

8.3 We strongly recommend that you do not buy non-refundable tickets or accommodation until your visa has been issued, unless the destination's rules require proof of booking, in which case refundable or provisional reservations are the safer choice.

9. Fees, taxes and payment

9.1 What you pay. The price of an Order is made up of: (a) the Government Fee; (b) Viserv's Service Fee; (c) any applicable Third-Party Charges; and (d) Goods and Services Tax and any other applicable taxes. The breakdown is shown before you pay.

9.2 Changes outside our control. Authorities and visa centres may revise their fees, or the exchange rate used to convert them, at short notice. If the Government Fee or a Third-Party Charge rises after you have paid but before we have paid it on your behalf, we will tell you the difference and ask you to pay it. If you prefer not to, you may cancel and receive a refund under Section 12.

9.3 Pricing errors. If a price on the Platform is clearly wrong because of a technical or typographical error, we may cancel the affected Order and refund in full, or offer you the Service at the correct price.

9.4 Payment. Payments are processed by authorised payment gateways and banks using cards, UPI, net banking or other methods we make available. Viserv does not store your full card details. Your bank or card issuer may apply its own charges, including for international transactions.

9.5 Invoices. A tax invoice will be issued to the email address on your Order. If you need a GST invoice in a business name, please give us the GSTIN before payment; invoices cannot ordinarily be re-issued later.

9.6 When work begins. We start work on an Order only after the full amount has been received.

10. Cancellations by you

10.1 You may cancel an Order by writing to hello@viserv.in or through your account. A cancellation takes effect when we acknowledge it.

10.2 How much is refunded depends on how far your application has progressed, as set out in Section 12. Once an application has been lodged with an Authority, it usually cannot be withdrawn, and the Government Fee is almost never returned by the Authority.

11. Cancellations and refusals by us

We may decline or cancel an Order, at any stage, if:

• we reasonably suspect that a document is forged or altered, that information is false, or that the Order is connected with fraud, money laundering, human trafficking or any other unlawful activity;
• you do not supply required documents or responses within the time we have asked for, and the delay puts the application at risk;
• the visa you want is not one we are able to process, or the Authority suspends the service;
• payment is reversed, charged back or not received in full; or
• you or anyone acting for you behaves abusively or threateningly towards our staff.

If an application remains incomplete because documents are outstanding for 60 consecutive days from our first written request, we may close the Order. Where we cancel for reasons (a), (b), (d) or (e), or close an Order under this paragraph, the Service Fee is not refundable. Where we cancel for reason (c), you will receive a full refund of all amounts not already paid to an Authority or third party.

12. Refunds

The table below summarises what is refunded in common situations. Amounts already paid to an Authority or a third party can be refunded only if, and to the extent that, they are actually returned to us.

12.1 Approved refunds are made to the original payment method within 7 to 10 working days of approval. Your bank may take additional time to credit the amount.

12.2 To request a refund, write to hello@viserv.in with your Order number. We will confirm our decision within 7 working days.

13. Decisions by authorities

13.1 Each Authority decides, entirely at its own discretion, whether to grant a visa, what type and validity to grant, how long to take, and whether to call an Applicant for interview or further checks. Authorities often do not give reasons for refusal.

13.2 A refusal, delay, administrative processing, or the grant of a visa different from the one requested does not, by itself, mean that Viserv has failed to perform its Services.

13.3 Holding a visa does not guarantee entry. Border officials at the destination decide whether to admit a traveller, and may ask for evidence of funds, accommodation, return travel or other matters.

13.4 You are solely responsible for complying with the conditions of any visa granted, including the permitted length of stay. Overstaying or breaching visa conditions may lead to fines, detention, deportation or future bans, and Viserv has no responsibility for those consequences.

14. Passports, original documents and courier

14.1 Some visas require original passports or documents to be handed to a visa centre or embassy. Where we collect, carry or return them, we will take reasonable care to keep them safe while they are in our custody.

14.2 Documents in the custody of an Authority or visa centre are outside our control. Where documents are sent by courier, the courier company is responsible for them while in transit. If documents are lost or damaged in transit, we will help you raise a claim and obtain replacements, but our liability is limited as set out in Section 22.

14.3 Please keep photocopies or scans of all documents you hand over, and inform us at once if you need your passport back urgently for any reason, as an application in progress may have to be withdrawn.

14.4 Documents and passports not collected within 90 days of being ready for return may be sent by courier to your registered address at your cost. Beyond that we will not be responsible for your original passports and documents.

15. Optional add-ons and third-party services

15.1 We may offer optional services, such as travel insurance, flight or hotel reservations for visa purposes, forex, document translation, photographs, express appointment booking. Each add-on will carry its own price and conditions, shown before you buy.

15.2 Where an add-on is provided by a third party (for example an insurer or forex provider), that third party is responsible for delivering it under its own terms. Viserv acts only as a facilitator for those services and is not liable for the third party's acts or omissions.

15.3 Any delivery-date commitment or refund-protection benefit applies only if you purchased it for that Order, and only on the conditions stated for it at the time of purchase.

16. Offers, coupons and referrals

Discounts, coupon codes and referral rewards are subject to the conditions published with them, cannot be exchanged for cash unless stated, and may be withdrawn or changed at any time. We may cancel any benefit obtained through misuse, duplicate accounts or other abuse.

17. Acceptable use of the Platform

You agree not to:

• use the Platform for any unlawful purpose or to submit information you know to be false;
• impersonate another person or use another person's documents without authority;
• copy, scrape, reverse-engineer or resell any part of the Platform or its content;
• introduce viruses or malicious code, or attempt to gain unauthorised access to our systems or other users' data;
• post or send content that is defamatory, obscene, hateful, threatening, or that infringes anyone else's rights; or
• interfere with the normal operation of the Platform, including through automated requests.

18. Intellectual property

18.1 The Viserv name, logo, tagline "simplifying visas", the design of the Platform, and all text, graphics, guides and software on it belong to Viserv or its licensors and are protected by Indian and international intellectual property laws.

18.2 You may view and print content for your personal, non-commercial use. Any other use requires our prior written permission.

18.3 Official forms, logos and trademarks of Authorities and third parties shown on the Platform remain the property of their respective owners and are used only for identification.

19. Reviews and feedback

If you post a review or send us feedback, you allow us to use, reproduce and display it (with your first name and initial, unless you ask us not to) for promoting our Services. We do not edit reviews except to remove personal data, abusive language or content that breaks the law. We may decline to publish reviews that are not genuine.

20. Links to other websites

The Platform may link to government portals and third-party websites for your convenience. We do not control those websites and are not responsible for their content, availability or privacy practices. Please read their terms before using them.

21. Disclaimer of warranties

21.1 We will perform our Services with reasonable skill and care. Beyond that, and to the extent permitted by law, the Platform and Services are provided on an "as is" and "as available" basis.

21.2 We do not promise that the Platform will be uninterrupted, error-free or free from viruses, or that any visa will be granted or delivered by any particular date.

22. Limitation of liability

22.1 To the fullest extent permitted by law, Viserv's total liability to you for all claims arising out of or in connection with an Order, whether in contract, tort (including negligence) or otherwise, will not exceed the Service Fee you paid to Viserv for that Order.

22.2 We will not be liable for any indirect or consequential loss, including loss of travel bookings, missed flights, hotel or event costs, loss of business, earnings or opportunity, or emotional distress, arising from a refusal, delay or loss of documents, except where such loss is caused by our wilful misconduct or gross negligence.

22.3 Nothing in these Terms limits any liability that cannot lawfully be limited, or any right you have as a consumer under the Consumer Protection Act, 2019.

23. Indemnity

You agree to indemnify and hold harmless Viserv, and their directors, employees and agents against any claim, penalty, loss or reasonable legal cost arising from: (a) false, incomplete or forged information or documents supplied by you or any Applicant; (b) your breach of these Terms; or (c) your breach of any law or the rights of any third party.

24. Suspension and termination

24.1 We may suspend or close your account, or refuse further Orders, if you breach these Terms or if we are required to do so by law or by an Authority.

24.2 You may close your account at any time by writing to us. Closing an account does not cancel Orders already in progress unless you also ask for those to be cancelled under Section 10.

24.3 Sections dealing with fees, refunds, intellectual property, liability, indemnity, governing law and disputes will continue to apply after termination.

25. Events beyond our control

We are not responsible for any failure or delay caused by events outside our reasonable control, including natural disasters, epidemics, war, civil unrest, strikes, government orders, closure or suspension of embassies, consulates or visa centres, changes in visa policy, failure of government or payment systems, or internet outages. We will keep you informed and resume work as soon as reasonably possible.

26. Governing law and jurisdiction

These Terms are governed by the laws of India. Subject to Section 27, the courts at Bengaluru, Karnataka will have exclusive jurisdiction over any dispute arising out of or in connection with these Terms or your use of the Platform.

27. Resolving disputes

27.1 If you are unhappy with our Services, please contact us first at hello@viserv.in or our Grievance Officer (Section 28). Most concerns can be settled quickly this way.

27.2 If a dispute is not resolved within 30 days of being raised in writing, either party may refer it to arbitration by a sole arbitrator appointed by mutual agreement, under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration will be Bengaluru, the language will be English, and the award will be final and binding.

27.3 Nothing in this Section prevents you, as a consumer, from approaching the appropriate Consumer Disputes Redressal Commission or the National Consumer Helpline (1915) under the Consumer Protection Act, 2019.

28. Grievance Officer

In line with the Information Technology Act, 2000 and the Consumer Protection (E-Commerce) Rules, 2020, we have appointed a Grievance Officer to handle complaints about the Platform or our Services:

We will acknowledge your complaint within 48 hours of receiving it and aim to resolve it within one month. Please include your Order number and a short description of the issue so that we can help you faster.

29. General

29.1 Entire agreement. These Terms, the Privacy Policy, and any conditions shown with a specific product or offer form the entire agreement between you and Viserv about your use of the Platform.

29.2 Severability. If any part of these Terms is found invalid or unenforceable, it will be applied to the greatest extent permitted and the rest will remain in force.

29.3 No waiver. If we do not enforce a right immediately, we have not given it up and may enforce it later.

29.4 Transfer. We may transfer our rights and obligations under these Terms to another entity as part of a reorganisation or sale of our business, provided your rights are not reduced. You may not transfer your rights without our written consent.

29.5 Notices. We will send notices to the email address or mobile number on your account. You may send notices to the addresses in Section 28.

29.6 Language. If these Terms are translated, the English version will prevail in case of any difference.

30. Changes to these Terms

We may update these Terms from time to time to reflect changes in our Services, visa rules or the law. The revised version will be posted on this page with a new "Last updated" date. For significant changes, we will also notify registered users by email or through the Platform at least 15 days before the change takes effect. Orders already placed will continue to be governed by the Terms in force when the Order was placed.

31. Contact us

For questions about these Terms or your Order, please reach us at hello@viserv.in or 7019902821, or write to us at Viserv, No 5/1, 1st Cross, RRMR Extn, KH Road, Bengaluru, Karnataka, India.

How we handle personal data is explained in our Privacy Policy.