Terms of Service

1. Who we are

These terms are an agreement between you and:

2. Acceptance and changes

By creating an account, placing an order or paying on our website, customer portal or app you accept these terms. When you book a flight you also accept the flight conditions shown at checkout (see section 7). If you do not agree, please do not use our services.

We may update these terms, for example when the law or our services change. The version date is at the top of this page. A change never applies to an order you already placed; it applies to new orders. If a change is important to you we tell you by e-mail or in your account before it starts. We keep a record of the version you accepted.

3. Our services and our role

• Visa assistance. We help you choose the right visa, prepare and check your documents and submit your application. We currently handle tourist visas, prepared and processed from Portugal. We are a private company: we are not an embassy, a consulate, a visa centre or a government body and we cannot influence their decisions.
• Flight tickets. We sell airline tickets as an intermediary (booking agent). The contract of carriage is between you and the airline that operates the flight, and the airline’s conditions of carriage and fare rules apply. We obtain fares from our ticketing supplier and issue the ticket for you.
• Flight itineraries for visa applications. A provisional flight reservation / itinerary document showing your intended dates and route. It is not a ticket, you cannot travel with it, and it expires (usually after 7 to 14 days, depending on the airline). It is meant only to be attached to a visa application where the authority accepts it.
• Information and support. Guides, baggage information, application and booking tracking and customer support. Information is given in good faith; always check the official source for entry rules.

4. Your account

• You must be at least 18 and able to enter a contract. You can book for other travellers if you are allowed to give us their data and to act for them (for children, as parent or guardian).
• What you give us must be true, complete and up to date: names exactly as in the passport, dates of birth, passport details and contact data. Mistakes can cause refused boarding, a refused visa or extra fees, which you then pay.
• Keep your password safe. You can sign in with e-mail and password, or with Google or Apple, and you can switch on two-step verification. Tell us at once if you think someone else used your account.

5. Prices and payment

• Prices are in euro. The price we show before you pay is the final price: for flights it includes the airline fare, taxes, airport charges and our service fee; for visas we show our service fee and, separately, any embassy / visa-centre fee, which we collect for the authority or you pay directly to it.
• You pay by card through our payment provider Stripe (with 3-D Secure / strong customer authentication where required). We never see or store your full card number. A booking is confirmed only after the payment succeeds. In some cases you can pay the balance of a flight in cash at our office; the booking page shows when.
• If a price is clearly wrong because of a technical error, we may cancel the order and refund everything you paid before you travel.
• You will receive an invoice for every payment in your account and by e-mail.

6. Visa assistance: how it works

• No guarantee. The embassy or consulate decides whether to issue a visa, how long it takes and which conditions apply. We do not promise approval or a processing time; times we show are estimates.
• Our work. We advise, prepare, check and submit. You must send the documents we ask for, on time and truthful. We may refuse or stop an application that needs false or misleading information.
• Fees. Our service fee pays for our work and is not refunded because the embassy refuses the visa, unless the refusal is caused by our mistake. Embassy and visa-centre fees go to the authority and are normally not refundable once paid to it.
• Deposit. If you pay a deposit to start an application it is credited to our service fee for that application.

7. Flight bookings

7.1 Reserving a fare

When you choose a fare we reserve it with the airline system. You can pay the full price or, when we offer it, a booking amount now and the balance before the ticketing deadline printed on your booking (the airline gives us this deadline). Until your ticket is issued, your booking is a reservation, not a ticket.

7.2 If the balance is not paid in time

If the balance is not paid before the ticketing deadline the reservation is cancelled and the booking amount you paid is not refunded: it pays for holding the fare and the work already done. We show this rule and ask you to accept it before you pay the booking amount, and we remind you before the deadline by e-mail and WhatsApp. This does not affect any right you have by law.

7.3 If we cannot secure the fare

If after your payment we cannot reserve the fare (for example it was sold out), we cancel the order and return everything you paid to the same card, normally within 5 to 10 working days depending on your bank.

7.4 Price changes

Airline fares can change between your search and the reservation. You pay the price shown to you at checkout. If the fare is no longer available at a price we can honour, we tell you and refund you; we do not charge more without asking.

7.5 After the ticket is issued

• Changes and refunds depend on the fare rules of the airline for your fare (many fares cannot be changed or refunded). We show what we know before you pay. If the airline allows a change or refund we pass it on; airline charges and an administration fee of ours may apply, and we tell you the total before you confirm.
• Right of withdrawal. The 14-day right of withdrawal for distance contracts does not apply to passenger air transport tickets for a specific date (EU Directive 2011/83/EU, Portuguese Decree-Law 24/2014).
• Names. A ticket must match the passport. A correction after ticketing is often impossible or chargeable.
• Travel documents. You are responsible for a valid passport, visas, transit and entry permits, vaccinations and the like. We are not liable if you are refused travel because of them.
• Airline passenger rights. For delay, cancellation, denied boarding or lost baggage the operating airline is responsible. Regulation (EC) 261/2004 gives you rights against it, including assistance and, in some cases, compensation. We help you contact the airline but do not replace it.
• Schedule changes. Airlines can change times or cancel. We pass on what the airline tells us. Check your flight with the airline 24 hours before and arrive at the airport in time.

8. Itinerary documents

An itinerary is a provisional reservation to support a visa application. You may use it only for that purpose and only with authorities that accept such documents; we cannot guarantee acceptance. It is not a ticket and it is not valid for travel. You must not use it to mislead anyone or for any unlawful purpose. When it expires it has no further value. A free date change before it expires is included, as announced on the order page.

9. Your right of withdrawal (distance contracts)

When you buy a service from us online, as a consumer you normally have 14 days to withdraw without giving a reason, counted from the day of the contract (Decree-Law 24/2014). You can withdraw by a clear statement sent to support@visaontrip.com; you may use the model withdrawal form of the Decree-Law but do not have to.

• If you ask us to start the service within the 14 days, and then withdraw, you pay for what we have already done up to your withdrawal.
• If the service has been fully performed and you agreed to this and acknowledged that you lose your right of withdrawal, there is no withdrawal.
• There is no withdrawal right for air tickets (see 7.5) and for itinerary documents that are delivered at once at your request.

We refund what you paid within 14 days of your withdrawal, to the card you used.

10. Your obligations

• Use our services lawfully, in your own name or for people who authorised you.
• Do not give false information or false documents, do not misuse our documents (tickets, itineraries, invoices) and do not try to disturb or break into our systems.
• Pay what you owe. If a card payment is reversed (chargeback) without a valid reason we may cancel the related order.

11. Liability

• We do what we promise with professional care. We are fully liable where the law does not allow limits, in particular for intent or gross negligence, for death or personal injury, and for your rights as a consumer under Portuguese and EU law (Law 24/96, Decree-Law 446/85, Decree-Law 84/2021 where they apply).
• Otherwise, and as far as the law allows, we are not liable for decisions of embassies and consulates, for acts or omissions of airlines and other third parties we do not control, for events beyond our reasonable control (such as strikes, closed airspace, pandemics or war), or for indirect losses. In such cases our liability for ordinary negligence is limited to the amount you paid us for the service concerned.

12. Intellectual property

The website, app, texts, designs and logos belong to us or our licensors and are protected by law. You may use them to use our services, not to copy or resell them.

13. Communication

We contact you by e-mail, in your account and, for service messages (reservation, payment reminders, ticket), by WhatsApp or SMS if you gave us your number. We send marketing only if you agree, and you can say no at any time. Please keep your contact data up to date.

14. Personal data

We process your personal data as described in our Privacy Policy, in line with Regulation (EU) 2016/679 (GDPR) and Portuguese Law 58/2019. You can ask us to delete your data at any time (deletion request), except where we must keep it by law.

15. Suspension and ending

You may close your account at any time. We may suspend or close an account, after telling you the reason, if you seriously or repeatedly break these terms, or at once if we suspect fraud or misuse. Orders already paid are carried out or refunded as these terms say.

16. Complaints and out-of-court dispute resolution

• Contact us first at support@visaontrip.com. We answer as quickly as we can and in any case within 30 days.
• Complaints book. You can also complain in the electronic complaints book (Livro de Reclamações): https://www.livroreclamacoes.pt.
• Consumer dispute resolution. As a consumer you may take a dispute to an approved consumer dispute resolution body (Law 144/2015), for example the consumer arbitration centres listed on the Consumer Portal (consumidor.gov.pt). Note: the former EU online dispute resolution platform was closed on 20 July 2025.

17. Governing law and courts

These terms are governed by Portuguese law. If you are a consumer living in another EU country you also keep the mandatory consumer protection of that country. Disputes go to the competent courts under the law; for consumers this includes the courts of your place of residence where the law gives you that choice.

18. General

If a part of these terms is not valid, the rest stays valid. These terms are in English; a Portuguese translation is available on request. Nothing here limits rights that cannot be limited by contract.

19. Contact