Terms of Service

1. General provisions

Visa Navigator is an independent provider of consulting and organizational services. The company is not a government body, embassy, consulate or official visa center and does not make decisions on issuing visas, permits or registrations.

Submitting a form or requesting a consultation does not create a contractual relationship. A service is considered agreed once the scope of work, price and timelines have been defined in a contract, order, invoice or other written confirmation by the parties.

2. Scope of services

The exact deliverables, stages, exclusions and timelines are defined in the individual contract. Additional work is carried out after separate agreement.

• Preliminary analysis of your situation and selection of a possible application route.
• Preparing the document list, checking completeness and completing forms.
• Organizational support for filing and status updates within the information available to us.
• Support with work permits, company or branch registration — where expressly included in the individual order.

3. Client obligations

• Provide complete, accurate and up-to-date information and documents within the agreed timeframes.
• Independently check and confirm the data in the prepared forms before they are submitted.
• Promptly report any change in circumstances, refusals, breaches of migration rules, criminal records or other facts that may affect the case.
• Pay for the agreed services, state fees, translations, notarial services, delivery and other third-party expenses on time.
• Comply with the requirements of the authorized bodies and attend procedures in person where this is mandatory.

4. Pricing and payment

Prices on the website are indicative and represent the minimum cost of support. The final price depends on the service category, urgency, citizenship, family composition, volume of documents and complexity of the situation, and is fixed before work begins.

State duties, consular and visa fees, and the services of translators, notaries, couriers, banks and other third parties are not included in the price unless expressly stated otherwise. Such payments may be non-refundable under the rules of the respective recipient.

5. Refund in case of visa refusal

If, after full support under a visa service, the authorized body refuses to issue the visa, Visa Navigator refunds the fee paid for its own services in the cases and in the manner expressly provided for in the individual contract.

The refund does not cover state and consular fees, commissions, translations, notarial services, delivery and other third-party expenses actually incurred. The refund also does not apply if the refusal is related to inaccurate or incomplete information provided by the client, concealment of material circumstances, failure to follow instructions or meet deadlines, a change in circumstances after filing, previous violations of the law, or the client's refusal to cooperate.

A refund request is submitted in writing together with a copy of the refusal decision. The review period, amount and method of refund are determined by the contract. This guarantee relates to payment for our services and is not a promise or guarantee that a visa will be issued.

6. Timelines and decisions of the authorities

We provide estimated timelines based on available practice, but we do not control the work of government bodies, diplomatic missions or third parties. Verifications, requests for additional documents, changes to the rules, public holidays and technical failures may extend the timelines.

The final decision is made solely by the competent authority. Visa Navigator cannot influence it and does not guarantee the issuance of a visa, permit or registration, or a specific result date.

7. Cancellation and termination of services

The client may cancel a service by notifying Visa Navigator in writing. The refund is calculated less the work already performed and non-refundable expenses, unless the contract or mandatory law provides otherwise.

We may suspend or terminate work in the event of non-payment, failure to provide documents, discovery of inaccurate information, a demand to perform unlawful actions, or inability to continue the service for reasons beyond our control. The client is sent a notice and a statement of the work performed.

8. Liability

Each party is liable for direct, documented damage caused by a breach of its obligations, to the extent permitted by law and the contract. Visa Navigator is not liable for decisions of the authorities, actions of carriers and other third parties, lost profits, indirect losses or the consequences of the client relying on incomplete or outdated information.

Nothing in these Terms excludes liability that cannot be limited under applicable law.

9. Intellectual property and governing law

The website materials belong to Visa Navigator or are used on a lawful basis. They may be used for personal, non-commercial purposes; copying the brand, design and texts for commercial use requires written permission.

The relationship is governed by the law of the Republic of Kazakhstan unless mandatory rules or the individual contract provide otherwise. Disputes are first resolved through a written claim and, failing agreement, in the competent court.

Questions about our services