Terms and conditions

VisaVoila LTD, trading as “VisaVoila”, is a private limited company incorporated in England and Wales under company number 17335407. Our registered office and postal contact address is Office 10101, 321–323 High Road, Chadwell Heath, Essex, United Kingdom, RM6 6AX. Our services are operated entirely online and we do not receive customers at this address.

Customer support and complaints can be sent to [email protected]. If we become registered for VAT, our VAT number will appear on the relevant invoice and checkout information.

In these terms, “customer” means the person who contracts with us; “applicant” means each person whose visa application receives support; “service” means the paid support described at checkout and in the order confirmation; “application” means the applicant’s visa or entry-clearance application; “visa authority” means any embassy, consulate, immigration authority, visa centre or other body responsible for an application; and “third party” means a person or organisation outside VisaVoila.

You must be at least 18, have legal capacity to enter into a contract, and buy the service for yourself or with authority to act for every applicant. You must have the applicant’s consent or another lawful basis before providing their personal information or documents.

For a family or group application, the customer named on the order contracts with VisaVoila and is responsible for payment, instructions and communications for the group. The customer must promptly share relevant communications with every applicant.

Before payment, you select the service, applicants and destination, review the service description, total VisaVoila fee and separately payable official fees, correct your information, and accept these terms. Selecting the payment button sends us an offer to buy and creates an obligation to pay if the payment is completed.

Our contract begins when payment succeeds and we send an order or payment confirmation. If we cannot accept an order, we will tell you and refund any amount taken. Checkout and support are available in English, French and Arabic.

The confirmation identifies the order and price. The accepted version remains available on this page to print or save. We may retain the order, payment confirmation and acceptance information needed to evidence the transaction.

The service supplied is the package described at checkout and in your order confirmation. Where included in that description, our standard support may comprise the following:

VisaVoila is an independent private business. We are not an embassy, consulate, government department or visa application centre, and we are not affiliated with VFS Global, TLScontact, BLS International or a similar provider unless we expressly state a genuine relationship in writing.

We do not control visa decisions, appointment availability, official rules or processing times. We provide our own service with reasonable care and skill and do not use AI to analyse applications or customer documents.

The relevant authority alone decides an application. We cannot guarantee approval, an appointment or a decision by a particular date. A previous approval, apparently complete documents or following our recommendations does not guarantee an outcome.

Authorities may request more evidence, interview an applicant, change their requirements or refuse an application. A refusal does not itself create a refund right where we correctly supplied the purchased service, but it does not affect remedies available if we failed to provide our service properly.

We remain responsible for providing the VisaVoila service with reasonable care and skill and as described.

We may refuse help involving forged documents, false statements, impersonation or an attempt to mislead an authority. If incomplete or late information affects our work, we may pause it and agree a revised timetable. Any cancellation, termination or fee adjustment will be proportionate to the circumstances and work performed.

Our work begins on the agreed start date after the contract is formed, payment is confirmed and we have the information reasonably needed for the relevant stage. Any normal or expedited turnaround and additional expedited fee will be shown in the package or agreed in writing. If no fixed time is agreed, we will perform within a reasonable time.

Customer delay pauses the timetable. If official requirements change, we will explain any material effect and agree reasonable changes to the work, time or price before carrying out additional paid work. Visa-authority and visa-centre timings remain outside our control.

The total VisaVoila package price and currency are displayed before payment and confirmed in the order. Current checkout prices are normally shown in Moroccan dirhams (MAD/DH), include any VAT/TVA or similar tax applicable to our service, and are due when the contract is made. We accept card payment online through Stripe.

Government, embassy, visa-centre, translation, insurance, courier and other third-party charges are excluded unless clearly included. Your card issuer’s charges and currency-conversion costs are also excluded.

If payment fails or is reversed, we may pause work and ask you to pay the outstanding amount. We will quote and obtain agreement before undertaking additional work outside the purchased package.

If you cancel before work starts, we will refund the VisaVoila fee in full.

Depending on your country of residence, you may have the right to a cancellation period. If work has already started, we may charge only a proportionate amount for work genuinely completed before cancellation.

Visa refusal alone does not create a refund right if our service was correctly completed.

If our service was not supplied with reasonable care and skill or did not match its description, your mandatory rights remain available, including repeat performance, an appropriate price reduction or refund where applicable.

Third parties include embassies, consulates, immigration authorities, VFS Global, TLScontact, BLS International and other visa centres, payment processors, translators, insurers, couriers, and appointment or government websites.

We are not responsible for their decisions, outages, appointment shortages, rule changes or delays outside our reasonable control. This does not exclude responsibility for our own acts or for a subcontractor we appoint to perform our contractual obligations.

Keep passwords and magic links confidential and tell us promptly if you suspect compromise. Upload only files in formats and within size limits shown by the portal, and do not upload malware, harmful content or documents you are not authorised to provide.

We may temporarily suspend access while investigating suspected fraud, compromise or a serious security issue. We may carry out maintenance and will take reasonable steps to minimise downtime.

Before an account or order closes, download anything you need to retain. Our separate customer privacy notice explains how personal information and uploaded files are handled and retained.

Our customer privacy notice forms a separate notice and does not duplicate these contractual terms. It explains what information we collect, why we use it, international transfers, retention and your data-protection rights.

Applicants retain ownership of their personal documents. You grant us a limited right to copy, store, process and, where authorised, translate them only as needed to provide the service, comply with law and protect legal rights.

VisaVoila owns its platform, branding, original templates, questionnaires and guidance. We grant applicants a personal, non-transferable licence to use materials produced for their own application. They may not be resold, republished or used to operate a competing service.

You must not use the website or service for any of the following:

We may suspend or terminate a serious breach immediately.

You may terminate by contacting us, subject to the cancellation and refund section. We may suspend while seeking clarification or payment, or terminate for fraud, forged documents, non-payment, abuse, legal or security risk, or a request that would require unlawful or improper conduct.

On termination, we will explain how to retrieve available files and what outstanding work will stop. Refunds are calculated fairly by reference to work performed, unavoidable loss and mandatory consumer law.

Nothing in these terms excludes or restricts liability that cannot lawfully be excluded, including liability for fraud or fraudulent misrepresentation, or your mandatory consumer rights.

We are not responsible for loss caused by inaccurate, incomplete or late customer information, a visa-authority decision, or third-party delay outside our reasonable control. Our consumer service is for private use, so we are not responsible for business loss such as lost profit, revenue or opportunity.

Events may include embassy closure, government-system outage, strike, war, civil disturbance, natural disaster, major communications failure, sudden legal or procedural change, or appointment suspension. We will tell affected customers, take reasonable steps to minimise disruption and resume work where possible.

If a prolonged event makes the service impossible or no longer useful, you may cancel the affected part and receive an appropriate refund for paid work that will not be supplied, subject to mandatory law.

Email [email protected] with your name, order number, a clear description and the outcome sought. We aim to acknowledge a complaint within 2 business days and give a substantive response within 10 business days. If more time is needed, we will explain why and provide an updated date.

English law governs the contract. This choice does not remove mandatory consumer protection available in the country where you habitually live. The courts of England and Wales will have jurisdiction, except that if you are a consumer, you may also have the right to bring proceedings in the courts of the country where you live under applicable consumer law.

The version accepted when an order is purchased applies to that order. Revised terms normally apply only to future orders, and previous versions are retained in our records or archive.

We may change an existing contract only for a narrow legitimate reason, such as a legal or regulatory requirement. We will give reasonable notice of a material adverse change and, where appropriate, allow cancellation of affected unused services.

These terms are available in English, French and Arabic. If there is any inconsistency between translations, the English version prevails, except where mandatory law requires otherwise. Customer support may be provided in English, French, Darija or Arabic depending on availability.