Terms of Service

1. Definitions

In these Terms the following capitalised words have the meanings set out below:

• "Platform" — the Visa Manager website, web application and related services operated by Visa Manager.
• "User" or "you" — any individual who accesses or uses the Platform.
• "Service Partner" — a licensed third-party immigration service provider in Thailand engaged by Visa Manager to process and submit visa applications on your behalf.
• "Service Fee" — the fee charged by Visa Manager for its services, separate from any Government Fee.
• "Government Fee" — any fee charged by a government authority in connection with a visa application, which is paid directly to or on behalf of the relevant authority.
• "Application" — a visa application prepared, reviewed, or submitted through the Platform.

2. Service Description

Visa Manager is a technology platform that provides visa guidance, document preparation tools, and AI-powered application review for Thailand visas. The Platform helps users understand visa options, organise application documents, and track stay requirements such as 90-day reporting deadlines.

For Agent Review and Guaranteed Approval tiers, Visa Manager engages licensed third-party immigration service providers ("Service Partners") in Thailand to review, process, and submit applications on the user's behalf. Users interact exclusively with the Visa Manager Platform; Service Partners operate behind the scenes to facilitate the application process.

3. Service Tiers and Fees

Visa Manager offers three service tiers:

• AI Review (free) — AI-powered eligibility check, document checklist, and automated application review. No human review is included.
• Agent Review (€60) — Professional human review of your documents and application data by our team, with personalised feedback and integrated chat support.
• Guaranteed Approval (from €99) — A managed submission service where our Service Partners in Thailand handle your entire application, including document preparation, application submission, and embassy liaison. Pricing varies by visa type and may include Government Fees where applicable.

Government Fees are separate from Service Fees unless explicitly stated otherwise. Where Government Fees are included in the advertised price, this will be clearly indicated. All prices are in Euros (€) unless otherwise stated.

4. Third-Party Service Partners

By selecting Agent Review or Guaranteed Approval, you authorise Visa Manager to share your application data and supporting documents with our licensed Service Partners in Thailand for the purpose of reviewing, processing, and submitting your visa application.

Service Partners are independent contractors and are not employees, agents, or representatives of Visa Manager. Visa Manager selects Service Partners based on their licensing, professional track record, and regulatory compliance, but does not control their day-to-day operations. Visa Manager is not liable for acts or omissions of Service Partners that are beyond our reasonable control.

Service Partners may hold licences issued by the relevant Thai authorities permitting them to provide immigration assistance services. The identity of the Service Partner assigned to your application may vary and will not be disclosed unless required by law.

5. Approval Guarantee

The Approval Guarantee applies exclusively to Guaranteed Approval applications that have been pre-qualified by Visa Manager.

If your pre-qualified Guaranteed Approval application is rejected by the relevant government authority due to an error attributable to Visa Manager or our Service Partner, we will refund your Service Fee in full. Government Fees that have already been submitted to a government authority are non-refundable.

The Approval Guarantee does not apply if:

• You provided false, misleading, or incomplete information
• You failed to attend a required interview or biometrics appointment
• You failed to supply requested documents within the specified timeframe
• The rejection is due to circumstances outside the control of Visa Manager and its Service Partners (e.g., changes in government policy, security checks, or personal eligibility criteria)

For full details, see our Refund Policy.

6. Refunds

Refund eligibility depends on the service tier and the stage of processing:

• Before submission — cancel at any time for a full refund of all fees paid.
• After submission — Government Fees already submitted to a government authority are non-refundable. Service Fees may be refunded under the Approval Guarantee (see Section 5).
• Agent Review — refundable if cancelled before the review is delivered. Non-refundable once the review has been completed and delivered.

Our complete Refund Policy sets out all conditions, exclusions, and the process for requesting a refund.

6a. Right of Withdrawal (EU/UK consumers)

If you are a consumer in the EU or UK, you normally have 14 days to withdraw from a distance contract without giving a reason. Our paid services are typically performed shortly after purchase, so:

• By starting your service before the 14-day period ends, you expressly request immediate performance and acknowledge that you lose the right of withdrawal once the service has been fully performed.
• If performance has begun but is not yet complete when you withdraw, you may withdraw and pay only for the part already provided; work not yet delivered is refunded under our Refund Policy.
• Government Fees already submitted to an authority are non-refundable.

You can withdraw or request a refund by contacting us at the address in Section 18, or by deleting your application before submission for a full refund.

7. User Responsibilities

You are responsible for:

• The accuracy and completeness of all information you provide through the Platform
• Verifying all visa requirements with official government sources before acting
• Attending any required interviews, biometrics appointments, or embassy visits
• Supplying requested documents within the timeframes specified by Visa Manager or the relevant authority
• Maintaining the security of your account credentials
• Ensuring your documents and travel arrangements meet actual government requirements

8. Account Terms

You must provide a valid email address to create an account. You are responsible for maintaining the confidentiality of your password and for all activity that occurs under your account. You must notify us immediately of any unauthorised use of your account. We reserve the right to suspend or terminate accounts that violate these Terms.

9. AI-Generated Content

The Platform uses artificial intelligence to provide visa guidance, eligibility assessments, document checklists, and automated application reviews. AI-generated content is provided for informational purposes only and does not constitute legal, immigration, or professional advice.

While we strive for accuracy, automated analysis may contain errors or omissions. You should independently verify all AI-generated recommendations before relying on them. Visa Manager is not liable for any loss or damage arising from reliance on AI-generated content.

10. Document Handling

Documents you upload to the Platform are stored in encrypted, access-restricted cloud infrastructure. For paid service tiers, your documents will be shared with our Service Partners solely for the purpose of processing your visa application.

AI-powered document review is ephemeral — documents are analysed in memory and are not permanently stored by the AI provider. No human at Visa Manager views your uploaded files unless you have selected Agent Review or Guaranteed Approval.

All uploaded documents are automatically deleted from our servers 30 days after upload, or 90 days after the completion of your application (whichever is later). For full details, see our Privacy Policy.

11. Intellectual Property

All content, branding, software, and design elements of the Platform are the intellectual property of Visa Manager and are protected by applicable copyright and trademark laws. You may not reproduce, distribute, or create derivative works from any part of the Platform without our prior written consent.

You retain full ownership of all documents, photographs, and personal data you upload to the Platform. By uploading content, you grant Visa Manager a limited licence to use that content solely for the purpose of providing the services described in these Terms.

12. Limitation of Liability

The Platform and all services are provided on an "as is" and "as available" basis without warranties of any kind, whether express or implied.

To the maximum extent permitted by law, Visa Manager shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to:

• Decisions made by government authorities regarding your visa application
• Processing delays by government authorities or Service Partners
• Missed deadlines, denied applications, or immigration penalties
• Acts or omissions of Service Partners beyond our reasonable control
• Loss of data, revenue, or business opportunities

Our total aggregate liability to you for any claims arising out of or relating to these Terms or the use of the Platform shall not exceed the total Service Fees you have paid to Visa Manager in the twelve (12) months preceding the claim.

13. Indemnification

You agree to indemnify, defend, and hold harmless Visa Manager, its officers, directors, employees, and Service Partners from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with:

• Your use of the Platform in violation of these Terms
• Any false, misleading, or incomplete information you provide
• Your violation of any applicable law or regulation
• Any dispute between you and a government authority arising from your visa application

14. Account Termination

We may suspend or terminate your account at any time if we reasonably believe you have violated these Terms, engaged in fraudulent activity, or misused the Platform. You may delete your account at any time through the Platform settings. Upon deletion, all associated data including uploaded documents will be permanently removed in accordance with our Privacy Policy.

15. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of the Netherlands, without regard to its conflict of law provisions. Any disputes arising out of or relating to these Terms or your use of the Platform shall be subject to the exclusive jurisdiction of the courts of the Netherlands.

16. Severability and Entire Agreement

If any provision of these Terms is found to be unenforceable or invalid by a court of competent jurisdiction, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect.

These Terms, together with the Privacy Policy and Refund Policy, constitute the entire agreement between you and Visa Manager regarding the use of the Platform and supersede all prior agreements and understandings.

17. Changes to Terms

We may update these Terms from time to time. For material changes, we will notify registered users via email at least 14 days before the changes take effect. Continued use of the Platform after changes take effect constitutes acceptance of the updated Terms. If you do not agree with the revised Terms, you must stop using the Platform and delete your account.

18. Contact

Questions about these Terms? Contact us at support@visamanager.io.