Terms and Conditions
Relationship to GWSG
Any website operated by VisaCloud (“Website”) belongs to GWSG (“GWS”, “GWSG”, "VisaCloud" “we,” “us,” “our”), a limited company registered in England and Wales.
The primary services provided by GWSG are to help customers in obtaining travel authorisation and other travel documentation (“Services”). We support customers during the entire application process and ensure that documents and forms are duly and correctly completed before submitting the documents to the relevant issuing authorities and bodies.
The fastest way to contact us is by emailing us at [email protected]
In addition to any fees charged by relevant issuing authorities for certain services, we add various service fees, depending on the services requested. We will always break-out all relevant fees to ensure complete transparency towards our users.
All fees are non-refundable once an application is submitted by the Consumer. This includes GWSG's services fees, fees charged by the issuing authority that are collected by GWSG on your behalf, and any Express Processing fees. For the avoidance of doubt, an application is considered "submitted" once a payment has been processed. Any additional information or documents requested after the application is submitted, including any information or documents requested as part of a "supplement form" are not considered part of the core application, and failure to submit any additional information or documents will not entitle the Consumer to a refund.
In the EU, if you are a Consumer, you may have a legal right to generally cancel an order or contract under the Consumer Contracts Regulations during the cooling-off period of 14 working days. This means that during the relevant period if a Consumer changes his/her mind or for any other reason they decide they do not want to proceed with an order, he/she can notify the supplier of that decision to cancel the order and receive a refund. A consumer can call or write an email as a notification of cancellation to GWSG.
However, because of the urgent nature of the orders placed with GWSG, and to leave a margin of safety to avoid potentially major consequences in the event of delays, GWSG starts to render the services immediately on approval of payment, which may be before the expiry of the statutory cooling off period.
The Consumer expressly authorises and accepts this. Therefore, the Consumer may not receive the benefit of the full cooling off period for orders placed with GWSG and may be liable for part or all of the fees for services provided by GWSG prior to receiving the Consumer’s cancellation notice.
Moreover, visas are items prepared to the Consumer's own specifications and as such the cooling off period and right of cancellation may not apply.
Processing times stated are non-binding and only provide a guide to the expected duration for a visa to be approved. GWSG shall not be liable for any delay to the approval of visas, regardless of whether an Express Processing Fee has been paid. For the avoidance of doubt, any additional fees paid for Express Processing are non-refundable.
Non-refundable hotel, flight or other tickets or reservations should not be purchased until the travel visa is secured and in your possession.
You confirm that all information provided by you is correct and true, to the best of your knowledge. If you have trouble understanding the forms, please get in contact with us. Do not fill out the application forms until you are clear on the meaning of each question.
You agree not to use our Services for any unlawful purpose. We will not be responsible for any misuse or abuse of Services sold through our Website.
You agree to keep your login details confidential and not to share them with anyone else.
We reserve the right to suspend or terminate your access to this Website at any time without notice if we have reasonable grounds to believe that you have breached any of these obligations.
You agree to comply with these Terms.
Please note we cannot accept liability for any damages which result from your failure to provide complete, truthful and correct information in your application or otherwise
What are my rights if I have problems with the Services?
In accordance with your statutory rights we will perform the Services with reasonable care and skill. If we fail to perform with reasonable skill or care or in accordance with the information on this Website, we will provide the Services again.
Is GWSG keeping my data safe?
GWSG is only responsible for reviewing, correcting, and submitting the travel authorisation application on behalf of the applicant and cannot be held responsible for the outcome of the application. The success and approval of the application is subject to government authorisation.
We reserve the right to cancel an applicant’s registration and to delete their personal information if he or she:
does not meet eligibility requirements and therefore is not considered suitable to complete the online application, or;
gives erroneous or fraudulent personal information or participates in any activity which is unlawful, or;
disregards, changes, deletes or omits any part or section of the required procedure for registration.
GWSG is not liable if the applicant’s visa is rejected due to circumstances beyond our reasonable control. If the applicant’s travel authorisation application is denied by the issuing authority, he/she accepts that neither the issuing authority nor GWSG is required to provide a reason.
What is our liability to you?
We do not seek to exclude liability for fraudulent misrepresentation. You have certain legal rights in relation to our Services as outlined above. You have certain legal remedies if we breach any of these rights. Nothing in these Terms is intended to affect these legal rights or other rights to which you may also be entitled. For more information on your legal rights contact your local Citizens Advice Service.
We are not responsible for losses not caused by our breach, business losses, losses to non-consumers, or a failure to provide the Service due to any cause beyond our reasonable control which prevents us from fulfilling our obligations including but not limited to fire, storm, riot, civil disturbance, war, nuclear accident, terrorist activity and acts of God.
If we do breach these Terms we shall only be liable for losses which are a reasonably foreseeable consequence of such a breach. Losses are foreseeable where they could be contemplated by you and us at the time of entering these Terms.
Other important information
If you want to take court proceedings, the courts of the United Kingdom will have exclusive jurisdiction in relation to these Terms. If any part of these Terms is found to be invalid by any court or regulator, the other provisions shall continue to apply. The laws of England and Wales will apply.
If you have a complaint please contact us in the first instance using the details set out in the "Contact" section above.
We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with the Service to you, or any other matter, please contact us as soon as possible.
If you and we cannot resolve a dispute using our internal complaint handling procedure, we will let you know that we cannot settle the dispute with you and give you any information required by law about our alternative dispute resolution (ADR) provider, if applicable. You may also use the online dispute resolution (ODR) platform to resolve the dispute with us. For more details, please visit the website on the ‘Your Europe’ portal: https://ec.europa.eu/consumers/odr/main/?event=main.home.show
We may transfer our rights and obligations under these Terms to another party or organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the Terms.
We reserve the right to cancel any Services at our own discretion without giving a reason.
Only you, and nobody else, has any rights under these Terms. These Terms are between you and us. No other person besides you shall have any rights to enforce any of these Terms.
If GWSG provides you with a translation of the English language version of these Terms, you agree that the translation is provided for your convenience only and that the English language versions of these Terms will govern your relationship with GWSG. If there is any inconsistency between the English language version of these Terms and the translation, the English language version shall take precedence.
Accuracy of information and availability of the Website
While we try to make sure that the Website is accurate, up-to-date and free from bugs, we cannot promise that it will be. Furthermore, we cannot promise that the Website will be fit or suitable for any purpose. Any reliance that you may place on the information on this Website is at your own risk. We may suspend or terminate the operation of the Website at any time as we see fit.
Content is provided for your general information purposes only and to inform you about us and news, features, Services and other Websites that may be of interest. It does not constitute technical, financial or legal advice or any other type of advice and should not be relied on for any purposes.
While we try to make sure that the Website is available for your use, we do not promise that the Website is available at all times nor do we promise the uninterrupted use by you of the Website.
Ownership, use and intellectual property rights
This website and all intellectual property rights in it are owned by, or licensed to, us.
Intellectual property rights means rights such as: copyright, trade marks, domain names, design rights, database rights, patents and all other intellectual property rights of any kind whether or not they are registered or unregistered (anywhere in the world).
We reserve all of our rights in any intellectual property in connection with these terms. This means, for example, that we remain owners, or licensees, of them and free to use them as we see fit or in accordance with our licence.
Nothing in these terms grants you any legal rights in the website other than as necessary to enable you to access the Website. You agree not to adjust to try to circumvent or delete any notices contained on the Website (including any intellectual property notices) and in particular in any digital rights or other security technology embedded or contained within the Website.
These terms are dated 5th July 2020. No changes to these terms are valid or have any effect unless agreed by us in writing. We reserve the right to vary these terms from time to time. Our updated terms will be displayed on the Website and by continuing to use and access the Website following such changes, you agree to be bound by any variation made by us. It is your responsibility to check these terms from time to time to verify such variations.
We collect, use and are responsible for certain personal information about you. When we do so we are subject to the General Data Protection Regulation, which applies across the European Union and we are responsible as ‘controller’ of that personal information for the purposes of those laws.
We have appointed a Data Protection Officer (DPO), who helps to make sure we apply the highest standards to protecting and safeguarding your personal information. Our DPO can be reached by email on [email protected] or by mail at DPO, PO BOX 7619, London, United Kingdom if you have any questions about how we use or store your personal information.
Personal information we collect about you
We may collect and use the following personal information about you. This personal information is required to provide services to you. If you do not provide personal information we ask for, it may delay or prevent us from processing your visa.
- your name, date of birth, gender, and contact information, including email address, telephone number, residential address, name of parents, name of spouse, and name(s) of children, if any
- your passport information, including nationality, passport number, place of issue, issue date, expiry date
- information about your travel plans, including address(es) of stay, duration of stay, purpose of travel, flight details
- your payment details
- your purchase history
How your personal information is collected
We collect most of this personal information directly from you:
- when you contact us by email, via our live-chat feature on the website, and/or over the phone when you call us
- when you provide us with personal and travel information by filling out an online visa application
- when you place an order and provide us with payment details
However, we may also collect information automatically when you visit our website:
- from Internet Protocol (“IP”) addresses to gather non-personal information, such as the regions that users visit our website from
- from cookies on our website
- via our IT systems, e.g.: automated monitoring of our websites and other technical systems, such as our computer networks and connections and email
How we use your personal information
The below explains what we use (process) your personal information for and our reasons for doing so:
- Account registration: we will use your personal information such as name and contact details to register an account with us if you wish to do so.
- Provision of services: we will use your personal information to fulfil our contractual obligations to deliver services to you and provide you with customer support.
- Prevention and protection of fraud: for our interests or those of our payment provider we will use your personal information to minimise fraud that could be damaging for us and for you.
- Compliance with professional, legal, and regulatory obligations: we may process personal information if we are required to do so to comply with laws and regulations.
- Improving efficiency, training, and quality control: we may process your personal information (including recording of calls), to improve our services to you and to ensure we deliver the best services possible. We may also use your information to personalise or customise our website to improve your experience with our services.
- Feedback: if you voluntarily provide us with feedback about our website we may use your personal information to improve our website, services we provide.
- Communication: provided that we have your consent, we may use your information to tell you about changes on our website, or our services. Please see section ‘Promotional communications’ on how to remove the consent if you no longer wish to be informed about these updates.
We may use your personal information to send you updates (by email, SMS, telephone, or post) about our existing services, or new services. We will always treat your personal information with the utmost respect and never share it with other organisations for marketing purposes.
You have the right to opt-out of receiving promotional communications at any time by contacting us at [email protected] or using the ‘unsubscribe’ link in our emails. We may ask you to confirm or update your communication preferences if you instruct us to provide further in the future, or if there are changes in the law, regulation, or the structure of our business.
Who we share your personal information with
In order to provide you with our services, we need to share certain personal information with some selected governmental authorities of the respective countries of travel. Note that we only share information that is absolutely necessary. We only allow our service providers to handle your personal information if we are satisfied that they take appropriate measures to protect your personal information. We also impose contractual obligations on service providers relating to ensure they can only use your personal information to provide services to us and to you. We routinely share data with third parties who help us deliver our services to you:
- Payment service providers (e.g. Total Processing, CashFlows, Stripe, PayPal, AliPay, Sofort, Giropay) to process your payments (incl. fraud checks)
- Email and SMS providers (e.g. Twilio, HubSpot) to send you notifications about your visa status
- Customer Relationship Management tools (e.g. Hubspot) to offer you customer support services
- Data storage providers to store your data securely (e.g. Google Cloud Platform)
To help us improve our services and for the purpose of marketing, we share information with certain third-party providers:
- Data collection & analysis software (e.g. Google Analytics, Amplitude, HotJar, Segment, Zapier) to improve the use and efficiency of our website
- Messaging service providers (e.g. HubSpot and WhatsApp) to send you communication
From time to we may have to share some personal information for legal reasons:
- We may disclose data with a future buyer if we decide to sell all or parts of this business. The recipient of the information will be bound by confidentiality obligations.
- We may disclose and exchange information with law enforcement agencies and regulatory bodies to comply with our legal and regulatory obligations or if we are compelled by law.
Our legal basis for using and storing your personal information
Under data protection law, we can only use your personal information if we have a proper reason for doing so, e.g.:
- to comply with our legal and/or regulatory obligations;
- for the performance of our contract with you;
- for our legitimate interests, e.g. to contact you about new services;
- where you have given consent.
See section ‘Your privacy rights’ for details about how to withdraw your consent for communication purposes.
Where your personal information is held
Information may be held at our offices and those of our service providers, as described above (see above: ‘Who we share your personal information with’). Some of these third parties may be based outside the European Economic Area. For more information, including on how we safeguard your personal information when this occurs, see below: ‘Transferring your personal information out of the EEA’.
How long your personal information will be kept
We will keep your personal information while you have an account with us or we are providing services to you. Thereafter, we will keep your personal information for as long as is necessary:
- to respond to any questions, complaints or claims made by you or on your behalf;
- to show that we treated you fairly;
- to keep records required by law.
We will not retain your personal information for longer than necessary for the purposes set out in this policy. Different retention periods apply for different types of personal information.
Transferring your personal information out of the EEA
To deliver services to you, it is sometimes necessary for us to share your personal information outside the European Economic Area (EEA), e.g.:
- with our service providers located outside the EEA;
- if you are based outside the EEA.
These transfers are subject to special rules under European and UK data protection law. These non-EEA countries do not have the same data protection laws as the United Kingdom and EEA. We will, however, ensure the transfer complies with data protection law and all personal information will be secure. Our standard practice is to use standard data protection contract clauses that have been approved by the European Commission.
Your privacy rights
You have the following rights, which you can exercise free of charge:
- Access: The right to be provided with a copy of your personal information (the right of access);
- Rectification: The right to require us to correct any mistakes in your personal information;
- Right to be forgotten: The right to require us to delete your personal information – in certain situations.
- Restriction of processing: The right to require us to restrict processing of your personal information – in certain circumstances, e.g. if you contest the accuracy of the data;
- Data portability: The right to receive the personal information you provided to us, in a structured, commonly used and machine-readable format and/or transmit that data to a third party;
- Right to object:
- at any time to your personal information being processed for direct marketing (including profiling);
- in certain other situations to our continued processing of your personal information, e.g. processing carried out for the purpose of our legitimate interests.
- Right not to be subject to automated individual decision-making: the right not to be subject to a decision based solely on automated processing (including profiling) that produces legal effects concerning you or similarly significantly affects you
For further information on each of those rights, including the circumstances in which they apply, please contact us or see the Guidance from the UK Information Commissioner’s Office (ICO) on individuals’ rights under the General Data Protection Regulation. If you would like to exercise any of those rights, please write to us at [email protected]
Please make sure to include the following information:
- information to identify you (e.g. your full name, email address, and if available, your visa application number);
- what right you want to exercise and the information to which your request relates.
Keeping your personal information secure
We have appropriate security measures to prevent personal information from being accidentally lost, or used or accessed unlawfully. We limit access to your personal information to those who have a genuine business need to access it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality. We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so. If you want detailed information from Get Safe Online on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit www.getsafeonline.org. Get Safe Online is supported by HM Government and leading businesses.
How to complain
We hope that we can resolve any query or concern you may raise about our use of your information. The General Data Protection Regulation also gives you right to lodge a complaint with a supervisory authority, in particular in the European Union (or European Economic Area) state where you work, normally live or where any alleged infringement of data protection laws occurred. The supervisory authority in the UK is the Information Commissioner who may be contacted at https://ico.org.uk/concerns or telephone: 0303 123 1113.
This privacy notice was published on 11th July 2020 and last updated on 10th January 2022. We may change this privacy notice from time to time – when we do we will inform you by issuing a notice on our website.