These Terms and Conditions are the agreement between you and EVISA TRAVEL SERVICE (“vuvgo”, “we”, “us” or “our”), operating the website vuvgo.com, when you use our visa application assistance service. By placing an order or otherwise using our service you agree to these Terms.
Terms at a glance
- What we are: an independent, private assistance service — not a government agency; approval is always decided by the destination authority.
- What you pay: the government fee + our service fee, always itemised before payment.
- Your part: provide accurate, complete information that matches your passport — errors can lead to rejection without refund.
- Refunds: full refund before we submit; none after submission; discretionary if rejected through no fault of yours — see the Refund Policy.
- Processing times: estimates, not guarantees — authorities may take longer.
- Governing law: Vietnam.
1. Definitions
- “Service Provider”, “we”, “us”, “our” refers to Vuvgo, operating the website vuvgo.com.
- “User”, “you”, “your” refers to any individual or entity using our service.
- “Service” refers to our visa application assistance service — preparing, reviewing, and submitting electronic visa (eVisa) or electronic travel authorization (eTA) applications to the relevant government authority on your behalf.
- “Government Authority” refers to the immigration or consular department of the destination country.
- “Visa” / “Travel Authorization” refers to the actual document issued by a Government Authority.
2. Nature of Service
We are an independent visa application assistance service provider. We are NOT a licensed travel agency, NOT a government agency, and NOT an official representative of any government. We do not issue, grant, or guarantee visas. The decision to issue or refuse a visa is made solely by the relevant Government Authority. You may apply directly with the authority yourself, often at a lower cost.
We assist with eVisa and eTA applications for 8 destinations: Kenya, India, Sri Lanka, Ethiopia, Vietnam, Canada, Egypt, Brazil. Our service consists of:
- Reviewing your application form for completeness and accuracy
- Verifying required supporting documents meet government criteria
- Submitting your application to the appropriate government portal
- Providing status updates and communication during processing
- Customer support for general application questions
We do NOT:
- Influence the decision of any Government Authority
- Guarantee that your visa will be approved
- Provide legal advice on immigration matters
- Act as a sponsor, employer, or relative for any visa category
3. Fees
Our pricing is fully transparent and broken down into separate components:
- Government Fee: the official fee charged by the destination country’s government, collected by us and paid in full to the government on your behalf.
- Service Fee: our fee for the assistance services described in Section 2, retained by us.
- Processing-Speed Surcharge (optional): an additional charge if you choose a faster internal handling tier. It is optional and shown separately.
The total amount you pay is the sum of the applicable components, displayed clearly at checkout before you confirm. Payment is made by card at the time of order.
4. Government Policy & Fee Changes
Destination governments may change visa policies, fees, processing rules, or eligibility criteria at any time, without notice and without consultation with us. We make a reasonable effort to track changes for the destinations we actively process, but we are not liable for changes that occur between the time you place an order and the time we submit to the government portal.
If the government fee increases after you have paid us, the additional amount is payable by you before we can submit. We will email you a clear comparison (paid vs. new fee) and pause the submission until you confirm. If you decline to cover the increase, we refund the government-fee portion you paid us in full, but our service fee covers the work already performed.
If a policy change makes you ineligible (e.g. your nationality is removed from the eVisa or eTA programme), we will notify you and refund the government-fee portion that has not yet been paid to the issuing authority. Our service fee is retained for the preparation work completed up to that point.
5. User Responsibilities
You agree to:
- Provide accurate, complete, and truthful information
- Upload only authentic, unaltered documents
- Not deceive or misrepresent yourself to any Government Authority
- Promptly respond to requests for additional information
- Verify your visa or travel authorization on the official government portal after approval
- Comply with the terms of your visa upon entering the destination country
False or fraudulent information may result in:
- Refusal by the Government Authority
- Cancellation of your service without refund
- Legal liability under the destination country’s immigration laws
6. Mandatory Disclosure
Before we submit an application on your behalf, you must disclose any of the following that apply to you. Disclosure lets us advise honestly on your chances; non-disclosure that later causes a rejection means our full service fee is retained.
- A prior visa refusal from the destination country, its consular partners, or any country in the last 10 years
- An immigration ban, deportation order, or recorded overstay anywhere in the world
- A passport that has been reissued, renewed, or replaced within the last 12 months — including a change of passport number
- Dual nationality, a recent legal name change, or a change of gender marker
- Any criminal record, pending charge, or open immigration proceeding that may be relevant to consular screening
- A second application for the same visa already filed with another agency, with the government portal directly, or in progress with us under a different reference
- A passport renewal currently in progress that will produce a new passport number before your travel date
- A diplomatic, official, or service passport (most eVisa and eTA channels do not accept these)
7. Eligibility
You must be:
- At least 18 years of age, or applying on behalf of a minor with parental authority
- Legally capable of entering a binding agreement
- Not currently subject to any travel ban by the destination country
We reserve the right to refuse service for reasons including suspected fraud, repeated application failures, or violation of these Terms.
8. Processing Time
The estimated processing time is the typical time required by the Government Authority plus our internal review. It is an estimate, not a guarantee. Actual processing may be longer due to high volume, additional government checks, public holidays, or incomplete documentation.
Processing time begins when we have received every requested document in correct form. If a document is missing or unreadable and we have to ask for a replacement, the clock pauses until we have what we need. Document fixes that push your submission into a busier window may move you into a different speed tier; we will notify you before that happens.
9. Travel Date Changes After Submission
Once we submit your application to the government portal, the travel date you stated becomes part of the official record. Effects of changing your travel dates after submission:
- Single-entry visa, change of arrival date within the validity window: usually acceptable to immigration on arrival; no new application needed.
- Single-entry visa, arrival date now outside the validity window: the visa is no longer usable. A fresh application at full cost (government fee + service fee) is required.
- Multiple-entry visa: typically tolerates a different first-entry date within its validity period. No re-application normally needed.
If your dates change before we submit, no extra cost — email us as soon as you know and we will update the application.
10. Urgent Applications & Last-Minute Risk
We accept urgent applications at our discretion when there is realistic time for the Government Authority to issue the visa. Speed upgrades cut our internal queue time, not the government’s decision time. The government’s own processing clock is outside our control.
When you book an urgent application close to your travel date, you accept that the following events — any of which may delay your visa beyond your travel date — are outside our control and do not entitle you to a refund of the government fee or service fee:
- Government portal outage, slow response, or scheduled maintenance
- An additional document request from the Government Authority mid-processing
- Destination-country public holiday windows we did not anticipate
- Embassy strikes, transport strikes, natural disasters, security incidents
- Payment processor delays or fraud-check holds on your card
- Any other circumstance beyond our reasonable control
If we miss a guaranteed submission window on an urgent application due to our own fault, we refund the difference between the faster service fee you paid and our Standard service fee. The government’s subsequent decision time remains outside that refund.
11. Refund Policy
See our Refund Policy. Summary:
- Full refund if we have not submitted to government and you cancel
- No refund once submitted to government (service fee is consumed by our work)
- Discretionary refund if government rejects through no fault of yours
12. Intellectual Property
All content on vuvgo.com is owned by Vuvgo and protected by copyright. You may not copy or reuse content without written permission. Your uploaded documents remain your property; we process them solely for your application per our Privacy Policy.
13. Limitation of Liability
Our total liability for any claim is limited to the Service Fee you paid for that application. We are NOT liable for:
- Visa refusal by the Government Authority
- Loss of travel plans, accommodation, or flight costs
- Non-refundable government fees
- Delays caused by Government Authority, payment processors, or events outside our control
- Indirect, incidental, or consequential damages
14. Indemnification
You agree to indemnify Vuvgo from any claims arising from:
- Inaccurate or fraudulent information you provided
- Your violation of these Terms
- Your violation of the destination country’s immigration laws
15. Privacy
Your use is also governed by our Privacy Policy.
16. Your Records & Document Copies
Keep your own copies of every document you upload to us — passport bio-page scan, photo, supporting documents, flight itinerary, accommodation, invitation letters. Once your application has been submitted to the government portal, the originals may be retained by the immigration authority and we may not be able to retrieve them on your behalf.
We delete the document files you uploaded 90 days after your application is finalised (approved, rejected, or refunded). After this point we cannot recover them for you. Your application metadata (form fields, fees, timestamps) is kept for 5 years per Vietnamese accounting and consumer-protection law.
17. Communication & Your Contact Details
All communication during the application process happens by email. You are responsible for:
- Providing a current, working email address and phone number at the time of order;
- Checking your email inbox — including the spam folder — at least once per business day during the processing window;
- Responding promptly to any request for additional documents or clarifications. Government portals often have a 48–72 hour response deadline; missing it can void the application.
- Notifying us in writing if your contact details change before processing completes.
If we cannot reach you and the government cancels the application due to non-response, our service fee is retained for the work already performed and the government fee follows the destination country’s refund policy (usually non-refundable).
18. Changes to Terms
We may update these Terms. The “Last updated” date will reflect changes. Continued use means you accept updates. Material changes will be emailed to existing users.
19. Governing Law
These Terms are governed by the laws of the Socialist Republic of Vietnam. Disputes shall first be attempted through good-faith negotiation. If unresolved within 30 days, disputes shall be submitted to the competent People’s Court of Ho Chi Minh City, with proceedings in Vietnamese.
20. Severability
If any provision is unenforceable, remaining provisions remain in full force.
21. Contact
- Email: support@vuvgo.com