Terms Conditions

General Provisions

This website is privately operated, and ownership details are maintained internally. Users may contact the service provider through the official communication channels available on the website.

These Terms and Conditions define the rules governing the use of the professional services described in the “Services” section. Acceptance of these Terms is required before completing any payment. By confirming payment, the User expressly acknowledges that they have read, understood, and agreed to be legally bound by these Terms and Conditions. Upon successful payment, the User is deemed a Customer and enters into a binding agreement under these Terms.

The Company reserves the right to revise, amend, or update these Terms and Conditions at any time to reflect changes in legal requirements, regulatory standards, or business practices. Any revised version becomes effective immediately upon publication on the website, without the need for prior notice.

The most current version of these Terms and Conditions will remain accessible on the website at all times, allowing Users and Customers to review them whenever necessary.

The service agreement may be issued in multiple languages offered on the website. In the event of any inconsistency or interpretation conflict between translations, the English version shall take precedence.

For questions, concerns, or clarification regarding these Terms and Conditions, Users may contact the Customer Support team through the website’s Contact Form.

Contact Form

Refund Conditions for Optional Protection Service

Refunds under the optional protection service may be considered only under the circumstances outlined below:

  • Travel plans are canceled due to medical reasons, extraordinary events beyond control, or confirmed transportation disruptions.

  • Refund requests must be submitted within one hundred twenty (120) days from the date the payment confirmation for the protection service was issued.

  • All refund requests must be filed exclusively through the official contact form available on the website. Requests submitted through alternative channels may not be reviewed.

  • Costs related to travel arrangements, including but not limited to flights, lodging, or ground transportation, are not covered under this protection service.

The Company retains the right to make optional supplementary services available only in selected regions, based on operational and business considerations.

Scope of Professional Processing Services

The professional assistance services (“Services”) provided through this website include the following:

  • Supplying general guidance and relevant information related to the applicable Electronic Travel Document.

  • Assisting the User or Customer with completing and submitting the required application form. Please note that final processing timelines are determined by the destination authorities and remain outside the Company’s control.

  • Providing status updates throughout the application process and notifying the User or Customer of the final outcome, whether approval or refusal. Additional details or documentation may be requested where necessary.

  • Sending the approved Electronic Travel Document to the applicant via electronic delivery.

Important Notes

  • The decision to approve or reject an Electronic Travel Document rests solely with the immigration authorities of the destination country.

  • Applicants may be contacted by email if further information or supporting documentation is required to finalize the request.

  • It is the sole responsibility of the User or Customer to verify that all personal details shown on the issued Electronic Travel Document are accurate prior to travel.

  • Entry document requirements may differ depending on the destination and the traveler’s nationality.

Contact Form

Using Our Assistance Services

To engage our assistance services, you must meet the following requirements:

• You must be legally recognized as an adult under the laws of your country and capable of entering into a binding agreement.
• Applications for minors must be submitted by a parent or legal guardian.

How the Service Process Works

Step One:
Choose the assistance service you require and provide complete, accurate, and up-to-date personal information. Optional add-on services may be selected before proceeding.

Step Two:
Review your entered information carefully, accept the applicant declaration, and confirm your agreement with these Terms and Conditions.

Step Three:
Select a payment method and submit payment details. Optional insurance coverage may also be added at this stage.

By completing payment, you confirm your intent to hire our private assistance services and acknowledge all associated fees.

Once payment is successfully authorized, service processing begins. A confirmation email will be sent. If insurance coverage was selected, it will be confirmed separately.

Pricing and Fees

All applicable fees for the electronic travel document and any selected add-on services are clearly displayed before payment is finalized.

Charges may include both our private service fee and applicable government or authority fees, where relevant.

Service pricing may be updated at any time for operational or business reasons. Any changes apply prospectively only and do not affect previously completed purchases.

Government authorities may independently adjust their own fees. We are not responsible for exchange rate differences, banking fees, or card issuer surcharges.

Payment Terms

Only payment options displayed on the website are accepted. Payments made through alternative methods will not be processed.

By submitting payment, you confirm that you are the authorized cardholder or have permission to use the payment method provided.

We are not liable for unauthorized card usage, declined payments, or technical failures outside our control. Any suspected fraud will be reported to the appropriate authorities.

Payment Processing Entity

Payments, refunds, and invoicing are managed by Universal Innovations SL, registered in Barcelona, Spain.

Payment information is securely transmitted through certified payment processors and is not stored by our company.

Invoices may be issued electronically or provided upon request.

Reviewing and Correcting Information

Before submitting payment, you are responsible for reviewing all personal and travel information entered. All details must be truthful, accurate, complete, and current.

Errors or misleading information may result in delays, rejection, or denial of the electronic travel document by the relevant authorities.

Refund Guidelines

Customer satisfaction matters to us. Refund requests may be submitted if you are dissatisfied with our assistance services.

Refund requests must be submitted via the contact form and must clearly explain the reason for the request.

Additional refund conditions and timelines are governed by the full Refund Policy applicable at the time of purchase.

Contact Form

Refund Request Timeframe

Refund requests must be submitted within 30 days from the date you receive the payment confirmation email for our professional assistance services. Requests submitted after this period will not be accepted, except in limited and exceptional circumstances, which will be reviewed solely at the Company’s discretion.

Once a valid request is received within the allowed timeframe, it will be reviewed within 24 hours. Each request is assessed individually, taking into account the stated reasons and relevant circumstances. The outcome of the review will be communicated to the Customer in writing.

Important Refund Conditions

  • If you are requesting refunds for multiple Electronic Travel Document orders, each order must be submitted as a separate request.

  • Applications not yet submitted to the Government at the time of the refund request qualify for a full refund.

  • Applications that have already been processed are not eligible for a refund of the Company’s service fee.

  • Government assessment or processing fees are strictly non-refundable.

  • Applications denied by the Government are eligible for a full refund upon request.

  • Fees related to ancillary services are non-refundable once processed.

  • If the optional Insurance service was selected, refund requests must be submitted through the contact form. In such cases, all fees except the Insurance fee will be refunded automatically.

Refund Processing and Payment Timing

  • Approved refunds are issued within 72 hours using the same payment method originally used.

  • Depending on your bank or card provider, the refunded amount may take 10 to 15 business days to appear. This delay is controlled by the payment provider and is outside the Company’s responsibility.

Insurance Refund Policy

Refunds for the Insurance service are subject to the following conditions:

  • Requests must be submitted exclusively via the contact form. Requests made through other channels may not be processed.

  • Travel must have been cancelled due to illness, force majeure, or transportation cancellation.

  • The request must be submitted within 120 days from the payment confirmation email.

  • Expenses such as airfare, hotel bookings, ground transportation, or other travel-related costs are not covered by the Insurance service.

Right of Withdrawal and Cancellation

Electronic Travel Documents are personalized products containing personal data. As such, the statutory right of withdrawal does not apply.

However, you may request cancellation of our professional assistance services only if your Electronic Travel Document has not yet been delivered to your email address.

All cancellation requests must be submitted through the Contact Form and will be reviewed by our Customer Service Department.

Contact Form

Ending a Service Request

Please review our Refund Guidelines for complete details regarding refunds related to purchased services.

The Company may terminate its assistance services if any of the following occur:

  • Submission of false, misleading, incomplete, or incorrect information or documents

  • Failure to follow instructions related to the Electronic Travel Document or optional services

  • Lack of response or failure to provide required information requested by the Company or government authorities

  • Ineligibility under the requirements set by the relevant immigration authorities

  • Violation of any part of these Terms and Conditions

If an application is cancelled for the reasons listed above, any fees paid for services rendered will not be refunded.

Limitation of Liability

The Company cannot be held liable for circumstances outside its reasonable control, including but not limited to:

  • Government decisions to approve or refuse an Electronic Travel Document

  • Rejection of an application due to incorrect, incomplete, or fraudulent applicant information

  • Revocation of a previously approved Electronic Travel Document

  • Processing delays caused by immigration authorities

  • Refusal of entry at the border by immigration officials for any reason

  • Airline refusal to allow boarding due to inconsistencies between passport and travel authorization details

Additionally, the Company bears no responsibility for:

  • Customers who lack legal capacity to enter into contracts; parents or guardians remain responsible for minors

  • Personal data submitted without the consent of the individual concerned

  • Personal data of minors submitted by anyone other than a parent or legal guardian

Corrective action will be taken if such issues are identified.

Governing Law and Legal Venue

These Terms and Conditions are governed by applicable consumer protection laws.

Any disputes arising between the Customer and the Company will fall under the jurisdiction of the competent courts and tribunals in the Customer’s place of residence.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in full force.

Failure by the Company to enforce any right shall not be considered a waiver unless explicitly stated in writing.

Customer Support Services

We operate a multilingual customer support team available 24 hours a day, 7 days a week to assist users.

You may contact our support team by email at support@visator.com or via the Contact Form.

Scope of Support

  • Responding to inquiries, feedback, and complaints related to services

  • Managing refund and cancellation requests where applicable

Response Handling

All requests are reviewed individually and addressed as promptly as possible, always within legally required timeframes.

Identity Verification

For security purposes, additional personal information may be requested to confirm identity before processing a request.