1. Terms and Conditions - Purpose
We offer an assistance service for all administrative procedures for any stay or transit in a foreign country.
These general terms and conditions of sale contain the rules and conditions for the sale of documents (Electronic documents), appointments at the embassy for long-term documents, as well as all the necessary and compulsory forms for document applications. Our website is not an official immigration website.
Our prices include all immigration taxes, as well as all management, administration, archiving and e-mailing costs for documents, embassy appointment confirmations and official intermediate documents required for embassy appointment procedures.
We provide a customer service by chat and e-mail, available Monday to Friday from 09:00 to 18:00, and Saturday morning from 09:00 to 12:00, to assist our customers in obtaining their document.
If the document, embassy appointment confirmation or any additional documents are lost, customers can request a copy, which will be sent to them immediately by e-mail.
Users always have the option of ordering their document directly from the official immigration websites, or taking the necessary steps themselves at the embassies for a long-term document at the rates and conditions in force on the government websites. In this case, they waive all our help and assistance services.
Any use of our site and any document order or embassy appointment procedure implies full knowledge of our general terms and conditions of sale and commits users and customers to accepting their terms.
2 - Prices for services
The document sales prices and all procedures with embassies for long-term documents, may be modified at any time according to the evolution of government tariffs. Orders will be invoiced on the basis of the rate in force at the time of validation of the order.
On our website, the sales prices are indicated including all taxes.
3 - Online payment by credit card
Payment for services is made online, using a valid bank card, on the website when the order is placed at the end of the form.
The transaction is debited at the time of payment, which validates the order.
The services ordered will not be delivered in the event that payment by bank card is blocked.
The customer acknowledges that the provision of credit card details constitutes authorisation of payment to our company for the full amount of the order.
4 - Waiver of right of withdrawal
For all online purchases, the Internet user benefits from a legal cooling-off period from the date of receipt of his/her order, which allows him/her to cancel the order without having to justify the reason for doing so.
However, this right of withdrawal does not apply to intangible services that have already been fully executed before the end of this period, where execution has begun following the Internet user's prior explicit agreement and express waiver of their right of withdrawal.
By accepting the General Terms and Conditions of Sale, the user expressly agrees to receive the ordered document, the required form or the embassy appointment before the end of the withdrawal period. By doing so, they definitively waive this right, authorise their request to be processed immediately and agree to receive their document as soon as possible.
In the event of ‘express’ withdrawal before the request has been processed, the order will be reimbursed in full. The ‘express’ withdrawal request must be made to Customer Services, by chat or e-mail.
5 - Refund conditions
For document services, orders are processed as soon as they are received, in the shortest possible time, in order to maximise the speed with which the final document or embassy appointment is received.
It is therefore impossible to refund an document application once it has been received and processed by our Formalities Department. Fees associated with the document application or embassy appointment are not refundable.
If a duplicate document already exists due to an application previously made on another platform, no refund can be given.
Only applications that have not been processed, incomplete applications, requests for reimbursement before processing, or cases of ineligibility detected by our customer service department may be reimbursed, with the exception of a €40 processing and handling fee.
In the event of refusal to issue the document or the appointment at the embassy by the authorities of the destination country, for whatever reason, no refund may be granted.
By purchasing document services on our website, the Internet user must accept the full terms and conditions of sale before confirming payment.
By validating payment, the Internet user expressly accepts the general terms and conditions of sale and approves the information entered in the forms on our site, thus constituting a definitive waiver of the right to reimbursement and retraction.
In the event of a significant error in the initial request, we undertake to resubmit the request on your behalf, at no extra cost; however, no refund will be made.
6 - Customer declaration
By accepting these general terms and conditions of sale, the Internet user confirms that he/she has read and understands all of the terms, and declares on his/her honour that all of the information provided is sincere and true.
Internet users certify that all the information provided when ordering their document or making an appointment at an embassy is accurate and complies with the laws of their country.
Please note that any false declaration may result in a ban on entry to the foreign country and a blockage at the border when entering the country.
7 - On-line contractual commitment
The contract is concluded as soon as the Internet user validates, confirms and pays for his/her order on the website, in accordance with the legal provisions on the conclusion of online contracts.
At the time of online payment, all the information relating to the order is displayed on the payment validation screen.
Internet users may correct their order at any time before proceeding with payment.
Contracts are kept and archived for a period of five years. Any customer may access them by sending an e-mail request to Customer Services at the e-mail address indicated on the contact page of our site or on their invoice.
8 - Liability
The document services are intended to assist Internet users in all their travel preparation procedures. We cannot be held liable in the event of non-compliance with the legislation of the country for which the document is issued by the customer.
Furthermore, we cannot be held liable for any inconvenience or damage associated with the use of the Internet, such as external intrusions, service interruptions or the presence of computer viruses.
9 - Customs control - Right to enter the country
An document (Electronic document) validated by the government allows entry to the territory of the foreign country. However, the customs, immigration and border protection services may take a contrary decision when checking documents at the border and invalidate an document previously issued by the government.
10 - Personal Data
We collect nominative information and personal data concerning all our customers. This information is necessary to manage orders and to improve the services and communications sent to customers.
It may also be transmitted to companies and administrations that contribute to these relations, such as those responsible for the execution of services and orders, for their management, processing and payment.
This information and data is also kept for security purposes and in compliance with legal and regulatory obligations.
In accordance with the law, each customer has the right to access, rectify and object to any nominative information and personal data concerning them, via our customer service department.
11 - Applicable law
By express agreement between the parties, these General Terms and Conditions of Sale are governed by and subject to French law.
12 - Disputes
In the event of a dispute relating to an order, the parties shall, in the first instance, give preference to an amicable agreement or to a mediation or conciliation procedure.
