Visa assistant terms

1. What the assistant is

The Visa Assistant is a filling tool. It helps you type your own details into an official government application form in your own web browser. It is not an embassy, a government body, a law firm or an immigration adviser, and it does not give legal or immigration advice.

You are the applicant. You review every detail, answer every declaration yourself, pay any government fee directly to the government, and press submit yourself. Faylo never submits an application for you and never pays a government fee for you.

2. No guarantee

Governments decide every application, and rules change without notice. We do not promise that any application will be approved, that any rule shown to you is current, or that a particular processing time will be met. We check the rules before each step and tell you when they change, but the official website is always the final word.

3. Your responsibilities

• You must be at least 18, and you must be the traveller or have the traveller’s permission to use their details.
• You are responsible for the accuracy of everything submitted in your name. Check each detail against your passport. Mistakes can lead to refusal or to being denied boarding or entry.
• The assistant never answers declarations (for example about criminal records, previous refusals, health, finances, or agreements). Only you can answer these, and you must answer truthfully. A false statement can lead to a refusal and a long-term ban.
• You must apply only on the official website for the destination. If you are applying for someone else, tick any “applying on behalf of someone else” box the official form provides.
• You must not use the assistant for fraud, to apply with false or another person’s documents without permission, or to get around any government’s security checks.

4. Full visa applications (UK visitor visa, China, Netherlands)

Some routes are full visa applications, not simple travel authorisations. They are longer, involve appointments, fingerprints and supporting documents, and carry more risk. For these:

• The assistant only types facts you have given us, such as your name, passport, address, employer and family details, into your own account on the official application. It never writes, rewrites, summarises or improves anything in your application.
• We never create, change or supply supporting documents such as bank statements, invitation letters, itineraries, bookings or insurance. You provide genuine ones. Do not ask us to.
• Questions about your history, finances, health, conduct or intentions are always yours to answer, truthfully and in your own words. A false or misleading statement can lead to a refusal and a ban, and the responsibility is yours.
• Each visa centre serves people who live in a particular place, and some require you to book appointments and attend in person. We do not book appointments for you or attend for you.
• We do not tell you whether you will be approved, what evidence will be enough, or how to answer a question. That is immigration advice, which we do not give.
• Some routes are marked as pilot routes because we have not been able to confirm the centre’s own rules on assisted completion. You use them on your own account and in your own browser.

5. Your data and AI processing

• You can give us a photo of your passport’s photo page. We send it to an AI model (OpenAI) only to transcribe the text on it, then we check the result with the passport’s built-in check digits. The photo is processed in memory and is not stored by us.
• We store the details you confirm (name, passport number, dates, contact and trip details), encrypted. Only the assistant’s fill step and you can read them. Staff do not browse them.
• We delete your details automatically 30 days after your case ends, or 14 days after you start if you don’t finish. You can delete them any time from your case page.
• The browser helper fills forms in your own browser, on the official site only. It does not read or send anything from the government page back to us.
• We email you reminders about an open case: to finish your details, to apply before your trip, and to ask whether your decision arrived. They contain the destination and dates, never passport details, and each is sent once.
• If you add other travellers to a trip, you confirm you have their permission. Each traveller has their own application, and their passport details are visible only to them. New travellers start with the trip dates, accommodation, home address and emergency contact you entered, which they can change. Reminders for everyone go to the email on the trip.
• The photo and scan tool on our site resizes your pictures in your browser. They are not uploaded to us.
• You agree to this processing before we start. If you don’t agree, don’t use the assistant.

6. Fees and refunds

6.1 Two separate fees. Our service fee is shown before you pay and is for the assistant. You pay it on your Faylo page after you have checked your details and before you approve them, so you can stop at that point and be refunded in full. Any government fee is separate. You pay it directly to the government on its official website, and we never collect it.

6.2 Government fees are not refundable by us. Governments decide whether to refund their own fees. We cannot refund or recover them.

6.3 When we refund our service fee in full. If any of the following happens, we refund our whole service fee:

• (a) the rules for your trip change before you submit, so the application is no longer needed or can no longer go ahead;
• (b) we are unable to provide the assistant for your case;
• (c) the assistant enters details that are different from the details you approved; or
• (d) you cancel before you approve your details.

6.4 When our service fee is not refundable. Once you have approved your details and started to use the assistant, the service has been provided. We do not refund our service fee if:

• (a) you cancel or change your travel plans after that point;
• (b) the government refuses, delays or cancels your application, because we do not control any government’s decision;
• (c) the details you approved were wrong, because you confirm every detail before anything is filled; or
• (d) you do not complete the application on the official website.

6.5 How to ask for a refund. Message us on WhatsApp or email within 14 days of the event, with your case reference. We aim to reply within 3 working days. If a refund is due we return it to the payment method you used within 10 working days of agreeing it. Currency conversion differences and any payment-provider charges that we cannot recover may reduce the amount you receive.

6.6 Your legal rights. Nothing in this section limits any right you have under the law where you live, including any right to cancel or to a refund that cannot lawfully be excluded. Where such a right to cancel applies, by approving your details and starting to use the assistant you ask us to begin the service immediately, and you accept that you may lose that right once the service has been fully provided.

6.7 Pilot. If we invited you to the pilot and told you there is nothing to pay, no service fee is charged. These terms still apply.

7. Liability

To the fullest extent the law allows, Faylo is not liable for refused, delayed or cancelled applications, for travel costs, lost bookings or any indirect or consequential loss, or for anything that results from information you provided or declarations you made. Our total liability to you for any claim about the assistant is limited to the service fee you paid for the case concerned. Nothing in these terms limits liability that cannot lawfully be limited, including for fraud or for death or personal injury caused by negligence.

The assistant depends on third-party websites that we do not control. We are not responsible for their availability, changes or decisions.

8. Changes and law

We may change these terms and will show the new version before you next start a case. These terms are governed by the laws that Placeholder LLC’s counsel specifies before launch.