General Terms and Conditions
1. Definitions
The terms ‘we,’ ‘us,’ and ‘our’ refer to Trip Genie FZ LLC T/A ‘Visa Genie’ (FOBC4041, Compass Building, Al Shohada Road, AL Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates). The terms ‘you,’ ‘client,’ and ‘your’ refer to all individuals and/or entities they represent, jointly or severally, as applicable.
2. Governing Law and Jurisdiction
Any dispute or claim arising out of or in connection with this website shall be governed by and construed in accordance with the laws of the United Arab Emirates. Our country of domicile is the United Arab Emirates and the governing law shall be the local law.
3. User Eligibility
Customers using the website who are minors under the age of 18 are not permitted to register as a user of the website and are prohibited from transacting or using the website.
4. Acceptance of Terms
By placing an order with us or by clicking to accept or agree to these terms, where this option is made available to you by Visa Genie through the user interface for any service, you acknowledge that you have read, understood, and agreed to these Terms and Conditions. If you disagree with any aspect of these terms, please contact us before placing an order.
5. Severability
If any provision of these terms and conditions is determined by a competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of these terms and conditions shall remain unaffected.
6. Jurisdiction for Legal Claims
These terms and conditions shall be governed by the laws of UAE.
7. Authority to Act as Agent
By instructing Visa Genie to act as your agent for the provision of visas and other related services, you agree to all the terms set forth herein. No servant or agent of Visa Genie is authorized to vary these terms unless expressly permitted in writing. However, any such servant or agent shall still be bound by these terms and conditions.
8. Right to Refuse Service
Visa Genie reserves the absolute right to refuse to process any application or carry out any service at any time without providing a reason. We reserve the right to decline the processing of documents for any reason, including but not limited to incomplete documentation, insufficient processing time, or the complexity of obtaining the required documents due to the purpose of travel. Visa Genie shall not be held responsible for any loss of time or money resulting from our decision to decline the processing of documents.
9. Intellectual Property
All content, designs, text, graphics, software compilations, and source codes on this website are the exclusive property of Visa Genie and/or its content providers. Reproduction of part or all of the contents of this website in any form is prohibited, except for individual use only, and may not be shared with third parties. Permission to reproduce content does not allow for the incorporation of materials into any work or publication in hard copy, electronic, or any other form. Any other use of the website without prior written consent from Visa Genie is strictly forbidden.
10. Modification of Terms
The Website Policies and these Terms & Conditions may be updated periodically to meet new requirements and standards. Customers are encouraged to frequently review these sections to stay informed about any changes. Modifications will be effective on the date they are posted.
11. Compliance with Sanctions
Visa Genie will NOT engage in transactions or provide services or products to any OFAC (Office of Foreign Assets Control) sanctioned countries, in accordance with UAE law.
Service Terms
1. Scope of Services
Visa Genie provides services for submitting visa applications and collecting passports from the embassy or consulate of the country for which the visa is required. Visa Genie has no control over the outcome of your application or the time required for processing by the respective visa section. As such, Visa Genie shall not be held responsible for any losses or damages resulting from the application process. While we offer advice and assistance in filling out applications, the accuracy and reliability of this information are not guaranteed, and clients are advised to confirm details with the relevant embassy or visa section.
2. Best Efforts
Visa Genie will make every effort to process visa applications as requested by the client. However, Visa Genie shall not be held liable for the actions of any consulate, embassy, or passport office, including delays, refusals, issuance of incorrect visas, or failure to issue visas.
3. Responsibility for Documentation
Visa Genie will not be responsible for any expenses or delays arising from:
- (a) Incomplete application forms
- (b) Incorrectly or falsely completed application forms
- (c) Inaccurate or incomplete supporting documentation.
Clients should not purchase travel tickets prior to the issuance of a visa unless such a requirement is explicitly stated by the consulate.
4. Processing Times
The processing times provided on our website, in promotional materials, or verbally are estimates based on our experience with various embassies and consulates. These estimates are generally reliable but are not guaranteed. Clients should only make travel arrangements after securing the appropriate visa.
5. Changes to Requirements and Fees
Visa Genie will strive to provide accurate and up-to-date information. However, requirements and fees related to visa processing and other related services are outside our control and may change without notice. Such changes include, but are not limited to, embassy fees, application fees, documentation requirements, application forms, and processing times. Visa Genie does not accept responsibility for any changes and reserves the right to pass on any increased charges to the client.
6. Liability for Information
Visa Genie compiles visa and passport information in good faith based on interpretations of information provided by respective embassies, consulates, or passport offices. However, Visa Genie shall not be held responsible for any errors or omissions in this information.
7. Client Instructions
Unless specific instructions are provided in writing, Visa Genie shall not be held liable for actions taken that are reasonably deemed to fulfil the implied instructions of the client or are considered to be in the client’s best interest. Any charges incurred for such services will be the responsibility of the client.
8. Client Responsibilities
Visa Genie will endeavour to process applications according to the client's request. However, it is the client's responsibility to ensure the validity of the passport, visa, or other documents issued, covering the period of stay, the number of entries required, and the intended purpose of the trip.
Payment Terms
1. Payment Confirmation
Customers will receive instant payment confirmation via email upon payment for services on visagenie.com.
2. Transaction Records
Multiple transactions may result in multiple postings on the cardholder’s monthly statement.
3. Accepted Payment Methods
We accept payments online using Visa and MasterCard credit/debit cards in GBP, EUR, and AED only.
4. Record Retention
The cardholder must retain a copy of transaction records and adhere to Merchant policies and rules.
5. Account Confidentiality
Users are responsible for maintaining the confidentiality of their account information.
Cancellation and Refund Policy
1. Order Cancellation
You may cancel your order (once accepted by us) for any reason up to the point of being dispatched for lodging at the embassy. Charges may apply for any miscellaneous expenses incurred up to that point, including the return of the passport. Once the application has been submitted to the respective embassy, the order cannot be cancelled. Visa Genie typically submits applications as soon as documents are received for processing.
2. Refunds
If an order is cancelled before lodging, Visa Genie will return all documents provided by the client and refund the full amount paid. The cancellation request must be made in writing, and additional information may be required to verify the client's identity. Cancellation requests received after lodging will not be considered, as embassies or their visa sections do not refund visa fees once the application is submitted. Consequently, no refund of the visa fee or service fee will be made.
3. Refund Processing
Refunds will be processed through the original mode of payment and will be completed within 10 to 45 days, depending on the issuing bank of the credit card.
Delivery and Shipping Policy
1. eVisa Delivery
Processed eVisas, where physical passports are not required, will be delivered via the registered email address.
2. Physical Document Delivery
Proof of delivery, including a signed or confirmed receipt by the registered customer, will be provided where applicable. Visa Genie acts as an agent in following client instructions for the delivery of passports or documents by post or courier. In the absence of clear instructions, Visa Genie will use local mail services. All documents sent by post or courier will be the client’s responsibility, not Visa Genie’s.
3. Courier Services
Unless otherwise specified, Visa Genie will send documents to the client via registered courier, subject to the conditions of the courier service. Where the client specifies an alternative delivery service provider, Visa Genie will use reasonable efforts to select a reputable provider. The delivery of documents will then be subject to the conditions of that service provider.
4. Delivery Fees
Delivery fees will be charged in advance at the time of order processing on our website.
5. Delivery Timeframes
We aim to dispatch all documents by next-day delivery. However, delays may occur due to circumstances outside our control, such as delays from delivery companies.
6. Responsibility for Loss or Damage
Visa
Genie shall not be held responsible for any loss, delay, damage, or destruction of documents or passports by any delivery service provider selected by the client or Visa Genie.
Compliance with Sanctions
Visa Genie will NOT engage in transactions or provide services or products to any OFAC (Office of Foreign Assets Control) sanctioned countries, in accordance with UAE law.
