Terms of Service

1. What this service is

abizon prepares and submits visa applications on your behalf. We review your documents against the destination's requirements, complete the application, submit it to the relevant authority, and track it to an outcome.

We are not a government agency and we are not immigration lawyers. We have no influence over any visa decision. We are a filing service, and the entirety of what we control is whether your application is complete, correct and submitted on time.

2. Your responsibilities

• Provide accurate and complete information. Applications are refused for inaccuracies, and a deliberate misstatement can result in a multi-year entry ban.
• Supply genuine documents. Submitting a falsified document is grounds for immediate termination of service without refund, and we will not file it.
• Respond promptly to document requests. Time spent waiting for you is excluded from our delivery guarantee.
• Ensure your passport is valid for at least six months beyond your travel dates.

3. Fees

Two components, itemised separately at checkout and on every country page:

• The government fee, set by the destination and passed through without markup. Once submitted, it is unrecoverable regardless of outcome.
• Our service fee, plus GST at 18% as the Central Goods and Services Tax Act 2017 requires. This is the part we control and the part covered by the guarantee. A tax invoice carrying our GSTIN is issued for every payment.
• The government fee is collected from you and paid onward unchanged. It is a disbursement rather than a supply by us, so no GST is charged on it and it does not appear on our invoice as taxable value.

Government fees change without notice. Our handling of those changes is published in the Fee Change Audit.

4. The delivery guarantee

At checkout we commit to a delivery date. If your visa is issued after that date, your service fee is refunded in full, automatically, within 24 hours. You do not need to claim it, and there is no window in which the right expires.

The guarantee does not apply where:

• You supplied documents late or supplied incorrect information
• The government requested additional documents and you did not provide them
• The application was refused (a refusal is an outcome, not a delay)
• A government suspended visa issuance for your destination entirely during the period

Full detail, including every other refund situation, is on the refunds policy page.

5. What we do not guarantee

• Approval. Visa decisions rest entirely with the destination government.
• Entry. A valid visa permits you to travel to a border. Admission is decided by an officer there.
• Government processing times. Where a government exceeds its own published timeframe, our guarantee still applies to our committed date — but we cannot make them faster.

6. Liability

Our liability for any claim arising from the service is limited to the total fees you paid us for the application in question. We are not liable for consequential losses — including flights, accommodation, tours or lost earnings — arising from a visa refusal or delay.

This is why we say repeatedly, and will keep saying, that you should not book non-refundable travel before your visa is approved.

7. Cancellation

You may cancel at any time before filing for a full refund of everything paid. After filing, the government fee is unrecoverable and the service fee is refunded less work completed, with the split shown to you before you confirm.

8. Account termination

We may decline or terminate service where a person submits falsified documents, attempts to use the service for a purpose that is unlawful, or is abusive toward our staff. Where we terminate for the first two reasons no refund is due; where we terminate for any other reason, you are refunded in full.

9. Complaints, and how to escalate one

Write to our Grievance Officer, named below. Every complaint is acknowledged within 24 hours with a ticket number and resolved within 15 days of receipt. Those periods are the shorter of the ones the Consumer Protection (E-Commerce) Rules 2020 and the Information Technology (Intermediary Guidelines) Rules 2021 permit, and we publish the shorter one because a published period is a promise rather than a ceiling.

If we do not resolve it, or you are not satisfied with how we did, you may take the matter to the National Consumer Helpline (1915), to the consumer commission for the district in which you live, or to the e-Daakhil portal. A complaint about how we handled your personal data goes instead to the Data Protection Board of India, once you have raised it with us first — see the privacy policy.

10. Governing law and disputes

These terms are governed by the laws of India, and, subject to the paragraph below, the courts of New Delhi have exclusive jurisdiction.

That does not apply to you as a consumer. Section 34 of the Consumer Protection Act 2019 lets you file where you live or work, and nothing in this agreement takes that away or requires you to travel to Delhi to be heard. An exclusive-jurisdiction clause that purported to override it would be an unfair contract term under section 2(46) and unenforceable in any case; we would rather say so here than have it read out to us.

Commercial disputes that are not consumer disputes — with partners, suppliers and corporate customers — are referred to arbitration by a sole arbitrator under the Arbitration and Conciliation Act 1996, seated in New Delhi, conducted in English.

11. Events outside anyone’s control

Where a consulate closes, a government suspends issuance, a portal is unavailable for a sustained period, or travel to a destination is restricted, our delivery guarantee is suspended for the duration and your service fee is refunded in full if you would rather not wait. The government fee follows whatever the authority does with it, which is usually nothing.

12. Changes

Material changes are notified by email at least 30 days in advance. Applications already in progress continue under the terms in force when they were submitted — we do not apply a new term retrospectively to work you have already paid for.

13. Who we are