Article 1 – Definitions

1. VisumService.nl: the visa and legalisation intermediary VisumService.nl, established in The Hague since 1997, Anna Paulownastraat 63, 2518 BC Den Haag, the Netherlands, e-mail [email protected], telephone +31 (0)70 215 4995.
2. Client: any natural or legal person (private individual or company) instructing VisumService.nl.
3. Authorities: the embassy, consulate or other government body of the country concerned or of the Netherlands (such as the Ministry of Foreign Affairs/CDC, court, Chamber of Commerce, DUO, notary or translator) deciding on or involved in a visa or legalisation.
4. Service: intermediation in applying for a visa or legalising documents, including checking documents and forms, submission and collection.
5. Service fee: the fee charged by VisumService.nl for its intermediation.
6. Official fees: fees charged by the Authorities, usually VAT-exempt.
7. Submission: the moment the application has been accepted for processing by the Authorities.

Article 2 – Applicability

1. These terms apply to all quotations, orders and services of VisumService.nl.
2. Deviations apply only if agreed in writing (including by e-mail).
3. By placing an order or sending documents, the Client accepts these terms.

Article 3 – Nature of the service: intermediation only

1. VisumService.nl mediates between the Client and the Authorities, from the start of the application until the visa or legalisation is obtained. VisumService.nl does not sell visas and is not a travel agency.
2. The Client remains the applicant. The decision on issue lies solely with the Authorities of the country concerned. VisumService.nl gives no guarantee of issue or approval.
3. The consul may request additional documents and/or refuse an application without giving reasons.
4. The Client is not obliged to apply through VisumService.nl and may apply in person at the consulate.
5. For some visas the Client must appear in person at the consulate, for example to provide biometric data.

Article 4 – Client’s obligations

1. The Client is responsible for correct, complete and timely information and documents, and for the accuracy of completed application forms.
2. Visa applications always require the original passport. It must be sufficiently valid under the country’s requirements (often at least three to six months, sometimes one year).
3. Application forms must be completed in full and in block capitals, preferably in English. Copied signatures are not accepted.
4. Different conditions may apply to foreign nationals, holders of a refugee travel document or persons without a residence permit in the Benelux; the Client shall state nationality and residence status.
5. The Client shall check the validity dates (start and end) of the issued visa and the date of entry.
6. Consequences of incorrect or incomplete information or documents are for the Client’s account.

Article 5 – Fees

1. The total price consists of the Service fee plus the Official fees and, where applicable, return shipping or additional services.
2. Official fees are passed on without mark-up. If VisumService.nl pays less to the Authorities, the lower amount is invoiced.
3. Authorities may change their fees without notice. An increase is passed on; VisumService.nl is not liable for damage caused by a fee change.
4. Current fees are listed on the country pages of the website, stated including or excluding VAT as indicated.

Article 6 – Invoicing and payment

1. The invoice is sent only after the application has been submitted (for legalisations: after acceptance by the body or consulate).
2. Private clients pay the invoice before the passport or documents are returned.
3. Companies pay within the agreed payment term; depending on the chosen rate, terms of up to 60 days are available.
4. Card payments (debit or credit) are not possible at the office. Payment is by bank transfer as stated on the invoice.
5. In the event of late payment the Client is in default after a written reminder; VisumService.nl may retain documents until payment in full and may charge statutory interest and reasonable collection costs.

Article 7 – Cancellation

1. If the Client cancels after VisumService.nl has received and checked the details and documents, but before submission, € 35 (incl. VAT) is charged for checking the documents.
2. After submission the full Service fee is payable.
3. Official fees are not refunded, including in case of refusal or cancellation.
4. If a trip cannot go ahead due to a disaster, epidemic or other natural phenomenon, VisumService.nl will make an effort to have the consulate refund the visa fee. If the consulate is unwilling or unable to do so, VisumService.nl cannot refund the visa fee.

Article 8 – Processing times

1. All stated processing times are indicative and based on information from the Authorities. Where other bodies must be involved first (DUO, court, Chamber of Commerce, Foreign Affairs), additional working days apply.
2. Authorities may change required documents or procedures with immediate effect, even after an application has been accepted. VisumService.nl is not liable for delays or damage resulting from this.
3. The Client shall allow sufficient time when planning travel; VisumService.nl is not liable for missed flights or trips.

Article 9 – Liability

1. While passports or documents are in its possession, VisumService.nl is liable for loss, theft and damage.
2. VisumService.nl is not liable for damage caused by: (a) late issue of visas and documents by the consulate; (b) damage to or loss of documents caused by the consulate; (c) damage to or loss of documents in transport by DHL or any other courier, PostNL/post office, postman or other means of transport; (d) refusal of the visa by the consul; (e) refusal of entry at the border despite a correctly issued visa, as a border official decides sovereignly; (f) requests for additional documents by the consul.
3. Except in case of intent or gross negligence, the liability of VisumService.nl is in all cases limited to the amount of the Service fee for the order concerned.
4. VisumService.nl is never liable for indirect or consequential damage, such as missed flights, hotel or travel costs and loss of income.

Article 10 – Sending, collection and return of passports and documents

1. After confirmation by VisumService.nl, the Client sends the original documents by registered mail or DHL, or hands them in by appointment at Anna Paulownastraat 63, 2518 BC Den Haag (through the grey door, ring inside). Visits are by appointment only.
2. Return takes place in the manner chosen by the Client: collection in The Hague by appointment, registered return mail or courier/DHL, at the rate listed on the website.
3. The transport risk of sending and return lies with the Client.
4. Passports and documents not collected within a reasonable period after notification, or for which no return method was chosen, are kept at the Client’s risk.

Article 11 – Privacy

1. VisumService.nl processes personal data (including passport data) solely to perform the order and shares it only with the Authorities and carriers as necessary, in accordance with the General Data Protection Regulation (GDPR/AVG).
2. See the privacy statement at visumservice.nl/privacy for more information. Privacy questions can be sent to [email protected].

Article 12 – Complaints

1. Complaints about the service must be reported in writing to [email protected] as soon as possible, preferably within 14 days after the Client discovered the defect, with a clear description.
2. VisumService.nl will respond substantively within 14 days.
3. A complaint does not suspend the payment obligation unless VisumService.nl states otherwise in writing.

Article 13 – Governing law and competent court

1. All agreements with VisumService.nl are governed by Dutch law.
2. Disputes are submitted to the competent court of The Hague (rechtbank Den Haag), without prejudice to consumers’ right to choose the court competent by law within the statutory period.
3. In case of discrepancy between the Dutch and English text, the Dutch text prevails.