Terms of Service

1. Operator and contact details

The operator of eVisa Immigration is:

Nova Group Sp. z o.o.
Tax ID / VAT ID: PL7011215529
KRS: 0001117840
REGON: 529224431
Registered address: Żurawia 6/12 Lok. 745, 00-503 Warszawa, Poland

Website: https://evisa-immigration.com
Customer support: support@evisa-immigration.com
Privacy contact: privacy@evisa-immigration.com
Security contact: security@evisa-immigration.com

2. Scope of the service

eVisa Immigration provides private, independent travel-document, visa, electronic travel authorization, arrival-card, document-preparation, document-checking, customer-support, form-assistance, account, app, and related services. Depending on the destination, product, and customer selection, the service may include:

• Eligibility and requirement information based on the details provided by the customer.
• Collection, formatting, checking, and preparation of application information.
• Assistance with government, embassy, consulate, immigration-authority, airline, border, health, or travel-document processes.
• Submission assistance where this is available, authorized, technically possible, and included in the purchased service.
• Status updates, customer support, document delivery, and account-based access.
• Optional digital products, physical products, printed materials, photographs, delivery services, subscriptions, mobile-app features, reminders, and related travel-document support.

The precise services included in a purchase are those shown to the customer before payment and in the checkout, order confirmation, product page, account area, or customer communication relating to that order.

3. Independent private service

eVisa Immigration is a private, independent service provider. Unless expressly stated for a specific product and supported by an official authorization, eVisa Immigration is not a government body, embassy, consulate, immigration authority, border authority, airline, airport, or official authority. We do not issue visas, permits, travel authorizations, passports, entry permissions, border permissions, or government approvals. Decisions on travel documents and entry remain with the relevant government, embassy, consulate, immigration authority, border authority, airline, carrier, or other competent third party.

Customers may often apply directly through official government channels without using eVisa Immigration. eVisa Immigration charges for its private assistance, convenience, document checking, customer support, processing, software, and related value-added services.

4. Acceptance of these Terms

By accessing the website, creating an account, using the service, clicking an acceptance button, ticking an acceptance box, submitting an order, making payment, downloading or using an app, uploading documents, or asking us to start work, the customer agrees to these Terms, the Privacy Policy, the Cookies Policy, the Refunds Policy, the Disclaimer / Independent Service page, and any product-specific terms displayed during the order process.

A person using the service on behalf of another traveler confirms that they have authority to provide the traveler’s information, documents, consents, and instructions. A person using the service on behalf of a business confirms that they are authorized to bind that business.

5. Eligibility, age, and authority to use the service

The service is intended for persons who can enter into legally binding agreements. A minor may use the service only through a parent, legal guardian, or other person legally authorized to act on the minor’s behalf. The person placing the order is responsible for ensuring that all travelers included in the order have authorized the application, data processing, payment, and communications relating to the order.

We may refuse, suspend, or cancel access to the service where we reasonably believe that the user lacks authority, has supplied misleading information, is acting unlawfully, is attempting to misuse the service, or is subject to sanctions or other legal restrictions.

6. Customer accounts

Customers may need an account to place orders, continue applications, access documents, use app features, receive updates, or manage services. Customers are responsible for:

• Providing accurate registration and order information.
• Keeping login credentials confidential.
• Maintaining access to the email address used for the order.
• Reviewing order and account notifications.
• Not allowing unauthorized use of their account.
• Not using another person’s account without permission.

We may use authentication providers, session cookies, security checks, fraud-prevention systems, and identity-verification steps to protect accounts and transactions.

7. Order process

The order process normally includes product selection, customer and traveler information, document upload or data entry, optional product or speed selections, checkout acceptance, payment, order confirmation, service performance, and delivery or status updates.

Before payment, the customer is responsible for checking:

• The selected product, destination, traveler nationality, travel purpose, travel date, processing option, and any included service features.
• The total price, service fee, applicable government fee, taxes, delivery charges, and optional add-ons shown at checkout.
• Any conditions, eligibility notes, processing-time estimates, refund terms, and immediate-service-start consent language.

An order is accepted when we confirm it or begin performance. We may decline or cancel an order where payment fails, fraud checks fail, the order appears unlawful, the service is unavailable, the customer is ineligible, required information is missing, the destination authority changes its requirements, or legal, payment, compliance, sanctions, platform, or operational reasons prevent performance.

8. Prices, government fees, taxes, and currencies

Prices may include separate components such as service fees, government fees, payment-processing costs, taxes, delivery charges, optional add-ons, app purchases, subscription fees, or physical-product prices. The checkout will show the amount payable before payment.

Government fees, embassy fees, consular fees, carrier fees, border charges, tourist levies, reciprocity fees, appointment fees, biometric fees, or official charges may be collected by us, collected by a third-party payment processor, paid directly by the customer, or paid separately depending on the product and destination. Such fees may change without notice because they are controlled by third parties.

Where prices are shown in multiple currencies, currency conversion, card-network conversion, processor conversion, issuer fees, or foreign-exchange differences may apply. Taxes will be handled according to applicable law and the customer’s location, product type, and transaction details.

9. Payment

Customers must use a valid payment method that they are authorized to use. By submitting payment details, the customer authorizes the charge for the full amount shown at checkout and any recurring amount clearly agreed for a subscription or recurring product.

Payments may be processed by Stripe, Worldline, card networks, banks, wallet providers, app stores, payment facilitators, fraud-prevention providers, or other payment partners. We do not store full card details on our own systems. Payment processors may perform authentication, fraud screening, identity checks, sanctions checks, and payment-risk monitoring.

A payment authorization does not guarantee service approval, government approval, travel permission, or acceptance of the order. We may cancel or suspend an order if payment is reversed, declined, disputed, suspected to be unauthorized, or otherwise invalid.

10. Immediate service start and digital service consent

Many eVisa Immigration services are time-sensitive and begin immediately after purchase. By placing an order, the customer may be asked to expressly consent to immediate performance before the withdrawal period expires. Where required by EU or Polish consumer law, the customer may also be asked to acknowledge that once performance begins, or once digital content or a digital service is delivered, the statutory right of withdrawal may be lost or reduced to the extent permitted by law.

If the customer does not provide the required consent or acknowledgment for immediate performance, we may be unable to start the service before the applicable withdrawal period expires, and processing may be delayed or unavailable.

11. Customer obligations

The customer must:

• Provide complete, accurate, current, and truthful information.
• Upload clear, genuine, and valid documents.
• Confirm that names, passport details, travel dates, nationality, answers, photographs, and supporting information are correct.
• Ensure that the customer and each traveler satisfy passport-validity, entry, visa, health, transit, airline, immigration, customs, and destination requirements.
• Respond promptly to requests for missing or corrected information.
• Check all delivered documents immediately after receipt.
• Inform us promptly of errors, travel changes, passport changes, cancellations, or authority communications.
• Use the service only for lawful purposes.

Customer errors, incomplete information, late responses, invalid documents, duplicate applications, changed travel plans, previous immigration history, criminal history, sanctions status, health or security restrictions, border discretion, carrier decisions, or government decisions may cause delays, rejection, refusal, cancellation, non-delivery, or loss of fees.

12. Document checking and customer verification

We may perform automated and human checks on information and documents. These checks are designed to reduce common errors, but they do not guarantee that every error will be detected or that any authority will approve an application.

When a document, application summary, confirmation, visa, authorization, arrival card, photograph, or other travel document is delivered, the customer must review it immediately. If the customer identifies an error, the customer must contact support@evisa-immigration.com as soon as possible. If the customer travels or relies on a document without checking it, the customer remains responsible for the consequences to the maximum extent permitted by law.

13. Processing times and delivery

Processing times, delivery times, app notifications, countdowns, status pages, and estimated completion dates are estimates unless explicitly stated as legally binding for a specific product. Government systems, embassies, consulates, immigration authorities, border systems, airlines, couriers, payment processors, identity-verification providers, app stores, internet providers, and other third parties may cause delays or service interruptions outside our control.

We are not responsible for delays caused by customer errors, missing information, late document submission, failed payment, third-party systems, government maintenance, authority backlogs, policy changes, exceptional events, sanctions restrictions, security checks, force majeure, or other circumstances outside our reasonable control.

14. Government decisions and entry decisions

No service, fee, processing option, app feature, customer-support communication, document check, or application assistance guarantees that a visa, authorization, travel document, refund, appointment, border entry, airline boarding, or other result will be granted. Final decisions remain with the relevant authority, carrier, border officer, embassy, consulate, or third party.

A refusal, delay, request for additional evidence, change in requirements, border denial, carrier refusal, or authority decision does not automatically mean that eVisa Immigration failed to perform the purchased service.

15. Changes to orders

Once an order has been submitted or performance has begun, changes may be impossible or may require a new application, new fee, new service, new government fee, or new processing timeline. Customers should contact support@evisa-immigration.com promptly if they need to correct information or request changes.

We may correct obvious clerical, technical, pricing, typographical, or product-display errors and may cancel or adjust affected orders where permitted by law. If an error materially affects a paid order, we will handle the issue according to applicable consumer law and the Refunds Policy.

16. Refunds, cancellation, and withdrawal rights

Refunds, cancellations, withdrawal rights, defective-product rights, and physical-product returns are governed by the Refunds Policy and applicable law.

For services and digital services, performance may begin immediately after purchase with the customer’s consent. Payments are generally non-refundable once performance has started, once an application has been prepared or submitted, once digital content or a digital service has been delivered, or once a government fee or third-party fee has been incurred, except where required by applicable law.

For physical products, consumer withdrawal rights, return rights, statutory warranty rights, exceptions for custom-made or personalized goods, and hygiene-related exceptions apply as described in the Refunds Policy and applicable law.

17. Subscriptions and recurring products

If we offer subscriptions, memberships, app plans, recurring assistance, reminder services, monitoring services, or repeated travel-document products, the checkout or subscription page will show the price, billing frequency, renewal terms, cancellation method, and any included or excluded items.

By buying a recurring product, the customer authorizes recurring charges until cancellation according to the stated subscription terms. Cancellation will normally stop future renewals and will not automatically refund amounts already charged for an active period unless required by applicable law or expressly stated for the product.

18. Physical products, delivery, and risk

Where physical products are sold, product descriptions, prices, delivery methods, delivery charges, and estimated delivery dates will be shown before purchase. Delivery dates are estimates unless expressly guaranteed. Risk for physical goods transfers according to applicable consumer law. For consumer transactions in the EU, statutory consumer protections for delivery, conformity, and remedies remain unaffected.

Custom-made, personalized, made-to-order, sealed hygiene-sensitive, cosmetics, food-type, photographic, printed, or document-related goods may have special return restrictions where permitted by law.

19. Acceptable use

Customers must not use the service to:

• Break the law or assist unlawful activity.
• Submit false, altered, stolen, fraudulent, misleading, or unauthorized information or documents.
• Impersonate another person or misrepresent authority to act for another person.
• Circumvent sanctions, immigration rules, travel restrictions, payment rules, advertising rules, platform policies, or security checks.
• Upload malware, harmful code, automated scraping tools, or disruptive content.
• Attack, scan, overload, reverse engineer, or interfere with the website, app, systems, APIs, accounts, or service providers.
• Resell, copy, frame, mirror, scrape, or commercially exploit the service without our written permission.
• Use the service for document falsification, identity fraud, unlawful immigration activity, misleading government-service resale, or other harmful conduct.

We may suspend, refuse, cancel, report, or restrict any order or account where we reasonably suspect misuse, fraud, illegality, payment abuse, security risk, sanctions exposure, or violation of these Terms.

20. Fraud, chargebacks, and payment disputes

Customers must contact support@evisa-immigration.com before opening a payment dispute where the issue can reasonably be resolved through support, correction, cancellation, or refund assessment. This does not limit any statutory right to dispute an unauthorized transaction.

If a customer opens a payment dispute, chargeback, or bank claim, we may provide the payment processor, bank, card network, app store, authority, or relevant third party with order evidence, checkout consent records, service-performance records, delivery records, communications, technical logs, fraud-screening information, and other information reasonably necessary to respond to the dispute and protect our rights.

Fraudulent, abusive, false, or misleading payment disputes may lead to account closure, service refusal, collection of unpaid amounts where lawful, reporting to relevant processors or authorities, and other lawful action.

21. Third-party services

The service may rely on or interact with third parties, including governments, embassies, consulates, immigration authorities, airlines, airports, border agencies, courier providers, appointment platforms, data providers, document-checking providers, AI providers, cloud hosting providers, analytics providers, payment processors, fraud-prevention providers, authentication providers, customer-support tools, app stores, and communication providers.

Third-party systems, rules, privacy policies, fees, outages, decisions, and terms may apply. We are not responsible for third-party decisions, outages, refusals, delays, fee changes, policy changes, website changes, security checks, or service failures, except to the extent required by applicable law.

22. AI-assisted and automated tools

We may use automated tools and AI-assisted systems to organize information, detect common errors, classify documents, prepare support responses, summarize requirements, assist customer service, improve product functionality, prevent fraud, or support internal operations. AI-assisted outputs may be incomplete, outdated, or inaccurate and do not replace official authority guidance, professional advice, or customer responsibility to verify travel requirements.

Where a decision may materially affect a customer’s order, travel-document application, data rights, or payment status, we may use human review, additional checks, or customer support processes as appropriate.

23. No professional advice

Unless explicitly stated for a specific service and delivered by a duly authorized professional, eVisa Immigration does not provide legal, immigration-legal, tax, financial, investment, medical, insurance, or professional advice. Website content, support messages, app content, AI-assisted content, guides, checklists, and requirement summaries are general information and operational assistance.

Customers should seek advice from an appropriately qualified professional where their circumstances require professional advice.

24. Intellectual property

The website, app, software, forms, layouts, text, graphics, logos, brand names, databases, workflows, checklists, document templates, product descriptions, visual materials, and other content are owned by or licensed to Nova Group Sp. z o.o. or its licensors and are protected by intellectual-property and unfair-competition laws.

The customer receives a limited, personal, non-exclusive, non-transferable, revocable right to use the service for lawful personal or business travel-document purposes. No rights are transferred except as expressly stated.

Customers must not copy, reproduce, modify, distribute, sell, license, reverse engineer, scrape, train models on, or create derivative works from the service or content without written permission, except where mandatory law allows otherwise.

25. Customer content and feedback

The customer retains rights in personal data and documents submitted to the service. The customer grants us and our service providers the rights necessary to process, store, copy, transmit, format, translate, submit, display, and otherwise use such information and documents for service performance, customer support, legal compliance, fraud prevention, security, recordkeeping, and other purposes described in the Privacy Policy.

If the customer provides feedback, suggestions, product ideas, comments, or non-confidential submissions about the service, we may use them without compensation, subject to data-protection law and privacy rights.

26. Privacy and data protection

The Privacy Policy explains how personal data is collected, used, stored, shared, transferred, and protected. By using the service, the customer acknowledges that personal data may need to be shared with authorities, processors, payment providers, identity providers, fraud-prevention providers, support tools, hosting providers, and other parties necessary to perform the service or comply with law.

Special-category data may be processed where necessary for a specific visa, immigration, travel, health, accessibility, biometric, photograph, identity, or support purpose and where a valid legal basis applies.

27. Electronic communications

The customer agrees that we may communicate electronically through email, account messages, website notifications, app notifications, support tools, payment-provider notices, downloadable documents, and other digital channels. Electronic records, acceptance boxes, checkout records, consent logs, and order confirmations may be used to evidence agreements, consents, instructions, and service performance.

Customers are responsible for checking spam folders, maintaining access to their email account, keeping contact details current, and downloading or saving important documents.

28. App stores and mobile applications

If the customer downloads or purchases through a mobile application, app-store terms may also apply. App-store providers may process payments, renew subscriptions, manage refunds, control app availability, and impose additional platform terms. Where app-store terms conflict with these Terms, the more specific app-store terms may apply to the app-store transaction, while these Terms continue to apply to our service to the extent permitted by law.

For Apple-enabled or Google-enabled software, the app-store provider is not responsible for our service, support, content, claims, or third-party disputes except where platform terms state otherwise.

29. Security

We use organizational and technical security measures designed to protect the service and customer data. No online system, email, payment flow, communication channel, or third-party system can be guaranteed to be completely secure. Customers must protect their accounts, devices, email access, passwords, and documents.

Security concerns should be reported to security@evisa-immigration.com.

30. Availability and changes to the service

We may modify, suspend, discontinue, update, restrict, or replace any part of the service, website, app, account system, product, feature, processing option, price, service provider, or content. We will not materially reduce paid services already purchased without handling the customer’s rights according to applicable law.

We may perform maintenance, security updates, product improvements, or provider changes without notice where necessary.

31. Disclaimers

The service is provided with reasonable skill and care where required by applicable law. Subject to mandatory consumer rights and statutory warranties, the service, website, app, content, estimates, third-party data, processing times, and support materials are provided on an “as available” basis.

To the maximum extent permitted by law, we do not warrant that:

• Any authority will approve an application or issue a document.
• Any traveler will be allowed to board, transit, enter, remain in, or leave any country.
• Government requirements, fees, or processing times will remain unchanged.
• Website content or third-party information will always be complete, current, or error-free.
• The service will be uninterrupted, virus-free, or unaffected by third-party outages.

Nothing in these Terms excludes liability that cannot be excluded under applicable law.

32. Limitation of liability

For consumers, these Terms do not limit mandatory consumer rights, statutory warranty rights, liability for intentional misconduct, liability for death or personal injury caused by negligence where such limitation is prohibited, data-protection rights, or any liability that cannot legally be limited.

For business customers and to the maximum extent permitted by law, we are not liable for indirect, incidental, special, consequential, punitive, exemplary, loss-of-profit, loss-of-revenue, loss-of-data, loss-of-goodwill, travel disruption, missed flight, missed accommodation, missed event, business interruption, or similar damages. For business customers and to the maximum extent permitted by law, our aggregate liability relating to a paid order is limited to the amount paid to us for the affected order, excluding government fees, third-party fees, taxes, and pass-through charges that were not retained by us.

For all customers, we are not responsible for losses caused by inaccurate customer information, customer delay, government decisions, carrier decisions, border decisions, third-party outages, force majeure, fraud by the customer or third parties, or circumstances outside our reasonable control, except where applicable law requires otherwise.

33. Indemnity for misuse

To the maximum extent permitted by law, the customer agrees to reimburse and protect us against losses, claims, penalties, costs, chargebacks, processor fees, and reasonable professional costs arising from the customer’s fraud, unlawful conduct, false documents, unauthorized use of another person’s information, violation of these Terms, misuse of the service, or infringement of third-party rights. This clause does not reduce mandatory consumer protections.

34. Consumer rights

If the customer is a consumer, the customer keeps all mandatory rights under applicable consumer law, including EU and Polish consumer law where applicable. Nothing in these Terms excludes or restricts rights that cannot be excluded or restricted by contract.

For EU consumers, this includes rights relating to pre-contract information, distance contracts, withdrawal where available, digital services, digital content, conformity of goods, statutory remedies, unfair terms, and access to competent consumer-protection bodies.

35. Business customers

If the customer buys the service for business, professional, resale, agency, corporate travel, platform, or commercial purposes, the customer acts as a business customer unless mandatory law says otherwise. Business customers are responsible for ensuring that they have authority to act for travelers, clients, employees, contractors, and other persons whose information they submit.

Additional B2B, agency, affiliate, reseller, API, enterprise, subscription, or partner terms may apply where agreed.

36. Complaints and customer contact process

Customers can contact us at support@evisa-immigration.com. A complaint should include the order reference, customer email address, affected traveler name, a clear description of the issue, and the requested resolution.

We aim to respond to complaints within up to 14 days. If a matter is complex, involves third parties, requires authority information, or requires payment-provider investigation, we may provide an initial response within that period and continue working on the matter.

37. Governing law and jurisdiction

These Terms are governed by the laws of Poland, subject to mandatory consumer-protection rules that apply in the customer’s country of residence.

If the customer is a consumer in the European Union, the customer may also benefit from mandatory protections and competent courts available under EU consumer and private-international-law rules. If the customer is a business customer, disputes are subject to the competent courts for the registered office of Nova Group Sp. z o.o., unless mandatory law requires otherwise.

For customers outside the European Union, these Terms apply to the maximum extent permitted by applicable law. Any local mandatory rights remain unaffected where they cannot be waived.

For customers residing in the United States, disputes must be pursued on an individual basis to the maximum extent permitted by applicable law. Class, collective, representative, and private-attorney-general procedures are waived to the maximum extent permitted by applicable law. This waiver does not apply where prohibited by law and does not prevent a customer from seeking relief in a competent small-claims forum where available.

38. Sanctions, export controls, and restricted jurisdictions

The service may not be available to persons, entities, destinations, or transactions subject to sanctions, embargoes, export controls, payment restrictions, platform restrictions, or other legal restrictions. We may refuse, suspend, or cancel services where required by law, payment processors, banks, card networks, app stores, or compliance obligations.

39. Assignment and subcontracting

The customer may not assign rights or obligations under these Terms without our written permission. We may assign, transfer, subcontract, delegate, or restructure rights and obligations where necessary for service operation, corporate changes, provider changes, mergers, acquisitions, asset transfers, or legal compliance, provided that consumer rights remain protected.

40. Changes to these Terms

We may update these Terms to reflect service changes, legal changes, provider requirements, security needs, product changes, or operational improvements. The version in force at the time of purchase applies to that purchase unless a change is required by law or benefits the customer. Continued use of the service after an update means acceptance of the updated Terms for future use.

41. Severability and survival

If any provision of these Terms is invalid or unenforceable, the remaining provisions remain in effect. Provisions relating to payment, misuse, intellectual property, privacy, security, disclaimers, liability, dispute handling, recordkeeping, and governing law survive termination to the extent necessary.