Terms and Conditions of the Business & Privacy Policy

Terms and Condition

By placing an order online, you confirm that you agree to the terms and conditions of our business.

Payment Method & Starting Work

Direct bank Transfer is only method for booking our services. Without clear payment to our business bank account and agreement to the client care letter (we will send you this once you make payment), we will not start work on your matter. This is a regulatory requirement that we take your express consnet to start work.

You are responsible for the authenticity of information and documents provided by you. We being immigration adviser, do not have any control on the outcome of the visa application.

Once we start working on your matter and more information is available, we will be able to advise as to the likelihood of the outcome of the application (if we are preparing your application) in view of the available information, documentary evidence available to me and also considering your personal circumstances.

You agree that you will provide proof of identification and proof of address in the timely manner. If your application is lapsed due to delay caused by you, you will have to pay the additional fees to cover the cost of extra work which we will have to do, for no fault of ours. This fees can range up to the 50% percent of agreed fees of your original immigration matter. If your case is pending for 6 months (starting from the date of you booking service with us), we may close your file. Until now, we did not close any files at all. While providing you ‘full application service‘ which includes completing the application form on your behalf, we always provide our firm’s contact details and email address as your legal representative. We will never provide client’s personal email iin the application as it causes a lot of confusion. There are no exceptions to this policy.

Consultation appointments are one-off appointments and one session only. On completion of agreed work, OISC requires us to close the file. For consultation appointment, file is closed on the same day as of appointment. For full application preparation and submission service, the file is closed automatically, once a decision is made on the visa or immigration application.


Failing to Keep Appointments

For all our immigration services where you have a booked an appointment (telephonic) with us and you failed to attend or failed to cancel at least 24 hours of time of the appointment, we can ask you to pay an appointment charge. If you have had to cancel an appointment due to medical emergency, you will have to provide a letter from your GP. If you provide letter, we will waive off the appointment charge. For any appointments, where a member of our team or a third party on our behalf went to your business or home to provide a service, you will loose your fee, no refund will be issued. Your will have to made a new booking and pay the fee again.

What is not included in the fees

The fees does not include embassy fees, government fees, visa fees, immigration fees, fees charged by appointment providers for their services (biometric appointment), fees for add on services provided by appointment services including premium services, fast track, cost of any postal correspondence within UK or outside UK and calls outside the UK. 

Continuation & Termination of your instructions

Your continuing instructions will amount to your acceptance of the terms as set out in this letter.  By booking our services online, you confirm that you have understand the terms and conditions of business and confirm that you agree and fully understand to be bound by them.

You may decide to terminate your instructions to me at any time but you must do so in writing (by letter/ email). For any outstanding fees not paid within 2 weeks, we will have no option except to pursue through court or other civil remedies as per law. If you have already paid your fee in advance, we will refund your fees after deducting fees for work which has already been carried out and will also issue a final invoice as part of the standard business process.

If you are due a refund, we will issue you a refund within 5 working days (from the date of abortive bill) in your UK Bank account, without any cost to you. For all refunds outside the UK, you will be responsible for paying bank, foreign currency charges or any other charges imposed by the bank or financial institution.

If we feel that we can no longer carry out the work on your behalf for any reason (i.e. for conflict of interest), we may decide to stop acting for you and will provide you with reasonable notice, not less than two weeks . For any dispute which may arise between you and us, only UK courts have the jurisdiction.

Refund Policy and Return Policy

If you or us decide to terminate the instructions for any reason, we will forward an abortive bill for the work that has been carried out at the rate mentioned in your client care letter. Should you not pay our bill within 2 weeks of the termination of instructions, you will be liable to a fine of £100 for late payment. In case of legal proceedings for recovery of outstanding fees and costs, you will be responsible to pay all expenses incurred to recover the fees. Costs may (but not limited to) include solicitor fees, court charges, loss of time, loss of business and any other associated costs.

When no work is carried out on your immigration matter, we will issue you 100% refund of your payment through the same method you used to make payment to us. You can ask us to stop on your immigration matter at anytime without giving any reason but this must be in writing by email.

If you are due a refund, we will issue you a refund within 5 working days in your personal GBP Bank account held in the UK, without any cost to you. We are afraid, we do not have the facility to send refund payments in non-UK and non-GBP accounts.

For clients who are not UK residents, we will refund in family or friend’s bank account.  You should provide correct bank details to avoid loss of money, we will process refund(s) in the bank account for which you provide details.

Agreement to the Terms & Conditions of Business 

This page and all communication prior to taking the matter makes the terms and conditions of business.  By continuing to place an order online, you confirm that you agree to the terms and conditions, you have read, agreed and fully understood to be bound by them. The OISC (regulatory body) may examine your file at any time.

Privacy Policy

As part of our commitment to complying with the OISC code of standards, ZR Visas has published a confidentiality statement and we are registered with The Office of Information Commissioner, UK. We understand that our clients expect from us to honour the confidentiality of all practices, procedures and information learned during the normal course of business with our clients.

We fully expect to be held to those expectations and all the information is handled responsibly. We go one step further.We will keep the affairs of our clients and all information relating to our clients confidential, except where we are compelled to disclose information by reason of a clear legal or regulatory obligation. We will ensure that information is accessible only to those authorised to have access. Some types of communication between the client and an adviser will not be discussed or divulged to third parties.We will made arrangements for the secure storage of client information. We will also take into account privacy and the physical environment such as private space in which we are taking instructions from client. We will designate space for private interviews.

Any breach of the principles of confidentiality by any employee or adviser will lead to disciplinary action. There are, however, exceptions to this principle, such as, Divulging information to relevant government authorities (such as police, court) when investigating a criminal matter in connection with a court order, Giving the Commissioner information that is necessary for the discharge of her functions, Giving the Immigration Services Tribunal information which is necessary for the discharge of its functions.

If you have paid our fees using Paypal or bank Debit/ Credit card and for any dispute in the payments, you give us consent to share your information, documents, correspondence with them to resolve the payment disputes.

We understand that you circumstances might change and you do not want to proceed with your application. You may need to change the application type. For example, originally you wanted to make an application for leave to remain as a partner of a British Citizen but later decided to proceed with an application as a parent or carer of a child who is a British National. We will only charge you for the work we have already completed. All your fees are held in the client bank account.

When no work is carried out on your immigration matter, we will issue you 100% refund of your payment through the same method you used to make payment to us. You can ask us to stop on your immigration matter at anytime without giving any reason but this must be in writing by email. There is no time limit on when you can ask us for refund. We called this Free Return Policy.

If you or us decide to terminate the instructions for any reason, we will forward an abortive bill for the work that has been carried out current hourly rate. Should you not pay our bill within 2 weeks of the termination of instructions, you will be liable to a fine of £100 for late payment. In case of legal proceedings for recovery of outstanding fees and costs, you will be responsible to pay all expenses incurred to recover the fees. Costs may (but not limited to) include solicitor fees, court charges, loss of time, loss of business and any other associated costs.

Refund Policy and Return Policy- Full Refund if no work carried out

We only charge a fee when we have done some work on your application or matter. We called this Free Returns Policy of our business. 

  • If no work is carried out since you booked service with us, you can ask us anytime to cancel your booking with us. In this case, we will send you full refund (100%) without any deductions at all. Cancellation request should be made in writing by email or letter. 
  • If some or part of the agreed work is done then we will be charge for the  work done only. The charges will be based on the client care letter or terms and conditions on our website.  You must have signed (or agreed to it by email) the client care letter at the start of the letter. 


What is included as work for all our services?

  • Below are examples of work undertaken. The list is not exhaustive. All work from the point of online booking is classed as work including-
  • Calls and text messages whether incoming, outgoing, WhatsApp or any other medium
  • Booking, amending, arranging and cancellation of appointments
  • Reading and writing emails, letters
  • Communicating to the Home Office on client’s behalf
  • Sending list of documents and required information
  • Making notes on the file
  • Research work
  • Online Chat
  • Attending in person, voice call, video call
  • Sending letters by post, email
  • Writing advice and sending by all ways of communication
  • Contacting Home Office, Embassy, Visa Application Centre or any other person or organisation
  • Taking calls from Home Office
  • Responding to Home Office
  • Any other communication irrespective of medium
  • Any work related to the application
  • Please feel free to contact us for any queries you have and we will guide you through.

We only charge a fee when we have done some work on your application or matter. We called this Free Returns Policy of our business. 

  • If no work is carried out since you booked service with us, you can ask us anytime to cancel your booking with us. In this case, we will send you full refund (100%) without any deductions at all. Cancellation request should be made in writing by email or letter. 
  • If some or part of the agreed work is done then we will be charge for the  work done at the hourly rate. The charges will be based on the client care letter you agreed at the time of start of your immigration matter.  
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