Terms & conditions

1. Introduction & terminology

These terms and conditions outline the rules and regulations for the use of gov.online's website, located at https://gov.online. By accessing this website you accept these terms and conditions in full. Do not continue to use gov.online if you do not agree with any portion of these terms.

The following terminology applies to these Terms and Conditions, the Privacy Statement, the Disclaimer Notice and all agreements: "Client", "You" and "Your" refer to you, the person logging on to this website and complying with the Company's terms and conditions. "The Company", "Ourselves", "We", "Our" and "Us" refer to gov.online Ltd. "Party", "Parties", or "Us" refer to both the Client and ourselves. All terms refer to the offer, acceptance and consideration of payment necessary to undertake the process of our assistance to the Client in the most appropriate manner for the express purpose of meeting the Client's needs in respect of provision of the Company's stated services, in accordance with and subject to prevailing law.

2. Payment terms

Application submission & payment

• Visa applications will only be processed after full verification of all required documents and receipt of complete payment.
• By submitting an application, the applicant irrevocably agrees to these terms and acknowledges that no refunds will be issued under any circumstances.
• All fees are quoted and charged in US dollars (USD) unless explicitly stated. Currency conversion to your card's billing currency is performed by your card issuer at their prevailing rate.

3. Non-refundable policy

All fees paid for visa applications submitted through gov.online — including government fees, service charges, express fees, and any optional add-ons — are strictly non-refundable, regardless of the application's outcome (approval, rejection, partial approval, or conditional approval).

No exceptions will be made for any reason, including but not limited to:

• Visa rejection, partial approval or delay by the destination authority;
• Applicant errors (incorrect details, document issues, photo non-compliance, etc.);
• Change of travel plans, cancellation, or inability to travel;
• Duplicate applications, accidental re-submissions or failure to meet immigration requirements;
• Travel restrictions, visa-policy changes, force majeure or any government action that prevents entry.

Notice: Our service is the preparation, validation and submission of your application to the destination authority — not a guarantee of visa issuance. The service is considered delivered when the application is submitted, regardless of the authority's subsequent decision.

4. Restricted passport types

gov.online does not process visa applications for holders of Diplomatic, Official or Service passports through its online system. Applicants holding such passports must contact the relevant embassy or consulate of the destination country directly for visa procedures.

Any application submitted in violation of this policy will be automatically voided, and all fees paid will be forfeited without refund. By proceeding, the applicant certifies that they are not using a Diplomatic, Official or Service passport.

5. Visa processing & approvals

Processing times are estimates only and depend on the destination authority:

• Standard processing: typically 2–5 working days.
• Express / urgent processing (where offered): typically 12–48 hours, subject to the destination authority's system performance.

gov.online has no control over processing times, approvals, or rejections — these are solely determined by the destination authority. No refunds will be issued for delays, rejections, partial approvals, or changes in visa conditions.

6. Visa validity & entry

Approved visas are valid for the period specified by the issuing authority on the visa itself. The applicant must enter the destination country within this period and observe all conditions printed on the visa.

Overstaying, misuse, or violation of visa conditions will result in penalties imposed by the destination authority — gov.online bears no responsibility for any such penalties, fines, deportation, or denial of future entry.

7. Sponsor / guarantor responsibilities

Where the destination's visa scheme requires a sponsor or guarantor (e.g. a host, employer or family member already in the destination country), the guarantor fully assumes liability for:

• Authenticity of submitted documents;
• The visitor's compliance with the destination country's laws (no overstay, no illegal work, no criminal activity);
• Any fines, penalties or legal actions imposed by the destination authority due to the visitor's actions.

The guarantor must, where required by the destination authority, provide proof of the visitor's exit (e.g. exit stamp) or risk being held liable for overstay penalties.

8. Cancellations & additional fees

• Cancellation of an already-issued visa (where the destination authority permits it) incurs separate, non-refundable fees.
• No refunds will be issued for cancellations once an application has been submitted to the destination authority, regardless of the reason.
• gov.online may, at its sole discretion and as a goodwill gesture, accept cancellation requests received before submission to the destination authority. Any such accommodation is not a contractual right and does not establish a precedent.

9. Application rejections & existing visas

Applications may be rejected by the destination authority if (without limitation):

• The applicant has a pending or already-existing valid visa (tourist, business, residency, etc.);
• An expired residency visa was not formally cancelled before re-application;
• The applicant is on a watch-list, has prior overstay history, or fails background checks;
• The submitted documents are unreadable, expired, fraudulent, or non-compliant.

No refunds will be provided in any of the above cases.

10. Minor applicants (under 18)

Minor applicants must submit, in addition to the standard documents:

• Birth certificate;
• Copy of at least one parent's passport;
• Copy of the parent's destination-country visa (where applicable);
• Any additional consent or guardianship documents required by the destination authority.

11. No work authorisation

Visit, business, transit, tourism, religious-pilgrimage and similar non-employment visas issued via gov.online do not permit employment, paid work, freelance engagement, or commercial trade in the destination country. Violations will result in legal action by the destination authority.

12. No liability & waiver of claims

gov.online is not liable for:

• Visa rejections, partial approvals, delays, or any immigration decision;
• Losses arising from incomplete or incorrect applications submitted by the applicant;
• Refusal of entry by the destination authority's border officers;
• Travel costs, hotel bookings, or any other expenses incurred in anticipation of a visa being issued;
• Any change in the destination country's visa policy, fees, or eligibility criteria after payment.

The applicant expressly waives all rights to disputes, chargebacks, or claims against gov.online for payments made.

14. Our legal status

gov.online is a private service provider operated by gov.online Ltd and is not affiliated with any government, embassy, consulate or official entity. We solely offer typing, translation, validation and application-submission assistance services. Our services are for convenience only and do not constitute legal, official, or governmental authorisation.

15. Disclaimer on visa issuance & entry type

All visa issuance decisions — including approval, rejection, single- or multiple-entry status, validity, conditions, and any requirement for an in-person embassy or biometrics visit — are made solely by the issuing authority of the destination country.

Our role is strictly to process applications, submit them to the official authority, and provide the customer with the issued result. Once an application is submitted, our service is considered delivered regardless of the final decision made by the issuing authority.

Customers agree to these Terms & Conditions before checkout by selecting the mandatory acceptance checkbox(es), which clearly state that the entry type, approval, or additional requirements are beyond our control. Therefore, disputes on the basis of "product unacceptable" or "service not as described" are not valid, as the service purchased (visa application processing) has been completed as described.

16. Travel / medical insurance clarification

For some destinations (notably Saudi Arabia and select Schengen-aligned schemes), travel/medical insurance is bundled into the visa itself by the issuing authority. In those cases the visa number serves as the insurance policy number, and no separate insurance document is issued by us or by the authority.

For destinations that do not include insurance, customers are advised to purchase separate travel insurance from a licensed provider before travelling. gov.online does not underwrite, issue, or otherwise stand behind any travel insurance policy.

17. Visa category & permitted use

Visas issued via gov.online are subject to the category-specific use defined by the destination authority. Typical permitted activities include attending business meetings, conferences and exhibitions; tourism, leisure travel and short visits; pilgrimage where applicable; and family visits.

The visa holder may not:

• Enter into an employment contract with any company in the destination country;
• Conduct commercial trade, sales transactions, or company registration that is not expressly permitted by the visa category;
• Stay beyond the validity period printed on the visa;
• Use the visa for any purpose other than the one declared in the application.

Any misuse is the sole responsibility of the visa holder. Renewal or extension of the visa depends entirely on the destination country's official regulations.

18. Processing time disclaimer

The processing-time estimates published on this website (e.g. "2–4 working days" for standard, "24–48 hours" for express) are estimates only and provided for customer guidance.

Final approval, rejection, or delay of any visa application is at the sole discretion of the destination authority. gov.online has no influence or control over government processing speed, public holidays, system downtimes, or additional document requests by the authorities.

By using our services you acknowledge that processing times are not guaranteed and may vary depending on external factors. Disputes, chargebacks, or refund claims based solely on processing time will not be accepted.

19. Submission of additional documents

After submission, certain applicants may be requested to provide additional supporting documents — for example: flight tickets, hotel bookings, travel insurance, bank statements, employment letters, sponsor documents, vaccination certificates, or any other documentation required by the destination authority.

The requirement for such documents is not applicable to all applicants and is determined on a case-by-case basis, depending on the instructions of the relevant authorities and the applicant's travel profile. gov.online reserves the right to request additional documents at any stage of the application process for verification or compliance purposes.

Failure to provide the requested documents in a timely manner may lead to delays or rejection of the application by the authorities, for which gov.online shall not be held responsible.

20. Cookies

We employ the use of cookies. By accessing gov.online, you agree to use cookies in agreement with our Privacy Policy. Most interactive websites use cookies to retrieve user details on each visit. Cookies are used by our website to enable the functionality of certain areas to make it easier for visiting customers. Some of our affiliate or advertising partners may also use cookies.

21. License

Unless otherwise stated, gov.online and/or its licensors own the intellectual property rights for all material on gov.online. All intellectual property rights are reserved. You may access this material from gov.online for your own personal use, subject to the restrictions set in these Terms.

You must not:

• Republish material from gov.online;
• Sell, rent or sub-license material from gov.online;
• Reproduce, duplicate or copy material from gov.online;
• Redistribute content from gov.online.

Where parts of this website offer an opportunity for users to post and exchange opinions and information, gov.online does not filter, edit, publish or review such comments prior to their presence on the website. Comments do not reflect the views and opinions of gov.online, its agents, or its affiliates. gov.online reserves the right to monitor and remove any comments that are considered inappropriate, offensive, or in breach of these Terms.

22. Hyperlinking to our content

The following organisations may link to our website without prior written approval:

• Government agencies;
• Search engines;
• News organisations;
• Online directory distributors, in the same manner as they hyperlink to other listed businesses;
• Accredited businesses, except soliciting non-profit organisations, charity shopping malls, and charity fundraising groups.

These organisations may link to our home page so long as the link: (a) is not in any way deceptive; (b) does not falsely imply sponsorship, endorsement or approval of the linking party and its products or services; and (c) fits within the context of the linking party's site.

No use of gov.online's logo or other artwork will be allowed for linking absent a trademark licence agreement.

23. iFrames

Without prior approval and written permission, you may not create frames around our webpages that alter in any way the visual presentation or appearance of our website.

Content liability

We shall not be held responsible for any content that appears on your website. You agree to protect and defend us against all claims that arise on your website. No link(s) should appear on any website that may be interpreted as libellous, obscene or criminal, or which infringes (or advocates the infringement of) any third-party rights.

Reservation of rights

We reserve the right to request that you remove all links or any particular link to our website, and to amend these Terms and the linking policy at any time. By continuously linking to our website you agree to be bound by these linking terms.

Removal of links from our website

If you find any link on our website that is offensive for any reason, you are free to contact and inform us at [email protected]. We will consider requests to remove links but we are not obligated to do so or to respond directly. We do not ensure that the information on this website is correct; we do not warrant its completeness or accuracy; nor do we promise that the website remains available or that the material is kept up to date.

24. Disclaimer (legal limits)

To the maximum extent permitted by applicable law, we exclude all representations, warranties and conditions relating to our website and the use of this website. Nothing in this disclaimer will:

• Limit or exclude our or your liability for death or personal injury;
• Limit or exclude our or your liability for fraud or fraudulent misrepresentation;
• Limit any of our or your liabilities in any way that is not permitted under applicable law;
• Exclude any of our or your liabilities that may not be excluded under applicable law.

The limitations and prohibitions of liability set in this section and elsewhere in this disclaimer (a) are subject to the preceding paragraph and (b) govern all liabilities arising under the disclaimer, including liabilities arising in contract, in tort, and for breach of statutory duty.

Where the website and the information and services on the website are provided free of charge, we will not be liable for any loss or damage of any nature.

25. Applicant declaration & responsibilities

By submitting an application through gov.online, you confirm, declare and agree to the points below. These responsibilities apply to every destination, and some destinations — Saudi Arabia in particular — enforce them strictly, including respect for the destination's laws, customs, and religious and cultural norms at all times. They are the traveller's own undertakings to the destination country; gov.online only prepares and submits the application and is not a party to, or guarantor of, them.

• Accurate information. All information and documents you provide are true, complete and authentic and relate to you (or the person you are authorised to apply for). You take full responsibility for their accuracy. If any information is found to be false, misleading or incomplete, the destination authority may refuse the application or cancel a visa already issued, you may face legal consequences in the destination country, and no fees will be refunded.
• Purpose of travel. You will use the visa only for the purpose declared in the application (for example visit, tourism, business or pilgrimage, where applicable) and not for employment, paid work, trade or any activity the visa category does not permit. Where a destination requires a separate permit for a specific activity (for example religious pilgrimage in certain periods), you are responsible for holding the correct permit; travelling or acting without it is at your own risk and liability.
• Compliance with local law. Throughout your stay you will obey all laws, regulations, customs and religious and cultural norms of the destination country, and you will leave before your permitted stay expires. Overstaying or breaching the conditions of your visa may result in fines, detention, deportation or future entry bans imposed by the destination authority.
• Prohibited items and conduct. You understand that intoxicants, narcotics and controlled drugs, weapons, counterfeit goods, and materials that are indecent or that offend the destination's laws, religion or values may be prohibited, and that serious offences — including drug-related offences, bribery and providing false statements to officials — carry severe penalties under the destination country's own laws, for which you alone are responsible. Controlled or prescription medicines should be carried only with appropriate documentation and within the destination's import rules.
• Customs and currency. You are responsible for declaring cash, precious metals, valuables and goods, and for paying any customs duties or taxes, in accordance with the destination country's rules.
• Eligibility. You confirm that, to the best of your knowledge, you have not been deported from or banned from entering the destination country or a related country, and that you are not the subject of a travel ban or watch-list that would make you ineligible.
• Decisions and entry. You acknowledge that the destination authority — not gov.online — decides whether to grant, refuse or cancel a visa and whether to permit entry, and that its border officers may deny entry or return you at your own expense even where a visa has been issued. In such cases you have no right to compensation or a refund from gov.online.

26. Service availability & warranties (“as is”)

Our website and online services are provided on an “as is” and “as available” basis. We do not warrant that the website or services will be available, uninterrupted, timely, secure, error-free, or that any defect will be corrected, nor do we warrant the accuracy or reliability of any content obtained through them.

Online services depend on networks and third-party systems and may be subject to outages, scheduled maintenance, interruptions, delays or malicious activity that are beyond our control. Where a material interruption affects our service we will make commercially reasonable efforts to restore it, but we do not guarantee that those efforts will succeed; your sole remedy for an interruption is to stop using the service. You use the website and services at your own risk and are responsible for your own devices, connection and data. To the maximum extent permitted by law, we are not liable for any loss or damage arising from your use of, or inability to use, the website or services.

27. Changes to these terms

We may amend, update or discontinue these Terms, the website, or any part of our services at any time, with or without notice. Amended Terms take effect once posted on this page (see the “Last updated” date at the top). Your continued use of the website or services after a change is posted means you accept the amended Terms. If you do not agree to a change, your only remedy is to stop using the website and services.

28. Records, monitoring & verification

To operate our service, prevent fraud and resolve disputes, we may keep records of your application, the documents you upload, the consents and acceptances you provide at checkout (including the date, time and the network address used), and our communications with you, and we may verify — or ask you to verify — any payment or instruction before we act on it. Our records of these matters will be treated as conclusive evidence in connection with your application and any related dispute. We process personal data in line with our Privacy Policy.