TERMS & CONDITIONS

Welcome to UGO VISA, operated by U G O Travel L.L.C. (“UGO VISA,” “the Company,” “we,” “our,” or “us”).

These Terms & Conditions govern access to our website and use of the services offered by the Company, including service requests, application processing, payments, cancellations and related matters.

By accessing our website, requesting a service, submitting documents, confirming a quotation or making a payment, you acknowledge that you have had an opportunity to review these Terms & Conditions and agree to the provisions applicable to your transaction. Mandatory provisions of applicable law prevail over any conflicting contractual term.

UGO VISA is the trading name used by U G O Travel L.L.C., based in Dubai, United Arab Emirates.

Official contact details: https://www.ugovisa.com; info@ugovisa.com; +971 50 338 7820; Dubai, United Arab Emirates. The Company’s registered details and licensed activities are those recorded by the competent licensing authority.

UGO VISA provides visa assistance and related travel services within the scope of its applicable business licence and the specific service agreed with each customer. Depending on the service purchased, assistance may include general information about visa requirements, application preparation, collection and organization of supporting documents, appointment coordination, submission assistance and status updates where information is available.

The exact services included, applicable charges, required documents and estimated timelines will be communicated through the relevant quotation, invoice or written confirmation. Services not included in the agreed package may require a separate quotation and the customer’s approval.

UGO VISA may arrange or submit temporary flight reservations, flight itineraries and hotel or accommodation reservations solely for the purpose of supporting a visa application.

These reservations are intended exclusively for visa application and documentation purposes. They are not confirmed flight tickets or confirmed hotel bookings intended for actual travel or accommodation, unless expressly stated otherwise in writing. They do not represent a purchased airline ticket, a guaranteed flight seat, a paid hotel stay or confirmed accommodation.

Customers must not assume that these reservations authorize travel, guarantee airline boarding or secure hotel accommodation. Customers who intend to travel must independently obtain valid flight tickets and confirmed accommodation bookings, as appropriate, before departure.

Customers are responsible for ensuring that documents submitted with their applications comply with the requirements of the relevant embassy, consulate or immigration authority. Acceptance of any reservation or itinerary is determined solely by the relevant authority. All documents must be used and described accurately and in accordance with applicable law.

UGO VISA provides visa assistance and travel services; it does not independently issue visas and does not control decisions made by embassies, consulates, immigration authorities or other government bodies.

The submission of flight or hotel reservations does not guarantee visa approval. All visa applications are subject to the independent assessment and decision of the relevant authority. UGO VISA cannot guarantee approval, issuance, a particular visa category or validity period, appointment availability, processing time or permission to enter a destination country.

Payment for UGO VISA’s services is payment for the agreed assistance and administrative work, not a guarantee of an immigration outcome. Website information and guidance do not override the requirements or decisions of the relevant authority.

Before payment, the customer will be informed of the agreed service and applicable charges. Where relevant, quotations or invoices will distinguish between UGO VISA service fees, government or immigration fees, appointment and third-party charges, and other agreed expenses or applicable taxes.

Prices will be communicated in the applicable currency, ordinarily AED unless otherwise stated. Estimated processing times are indicative unless expressly confirmed otherwise in writing. Any additional charge will be explained before it is incurred or charged, and customer approval will be obtained where required. Appropriate invoices or receipts will be issued in accordance with applicable requirements.

Processing may commence before an application is formally submitted to an authority or service provider. Processing activities may include registering a case, reviewing or organizing documents, preparing forms, entering information into an application system, coordinating appointments, communicating with authorized third parties and performing other substantive administrative work.

The commencement date and activities undertaken should be recorded in the Company’s application records. The effect of commencement on cancellation and refund eligibility is explained in the Refund Policy. Nothing in this section removes mandatory customer rights under applicable law.

Customers must provide accurate, complete, genuine and up-to-date information and documents. They are responsible for valid passports and supporting documents, accurate personal and travel information, disclosing relevant information, responding promptly to document requests, reviewing application details where an opportunity is provided, reporting relevant changes and paying agreed fees and approved charges.

UGO VISA may rely on information supplied by the customer. If information is incomplete, inconsistent or appears fraudulent, the Company may request clarification, suspend processing or decline to proceed where appropriate. This does not exclude responsibility for errors attributable to the Company or limit remedies available under applicable law.

Where a customer asks UGO VISA to prepare or submit an application, the customer authorizes the Company to undertake the agreed administrative activities using the information and documents provided. Customers must provide required declarations, signatures, consents or authorizations.

Where an application is presented for customer review, the customer should check the information and report identified errors before submission. UGO VISA will exercise reasonable care and remains responsible for its own contractual obligations and liability imposed by applicable law.

Processing times depend on the relevant authority, destination, application category, appointment availability and individual circumstances. Delays may arise from workloads, holidays, background checks, additional document requests, changing requirements, appointment shortages, technical issues, third-party delays or other circumstances beyond the Company’s reasonable control.

UGO VISA will make reasonable efforts to provide updates when reliable information becomes available. Unless expressly agreed otherwise in writing, quoted processing times are estimates rather than guarantees. Customers are encouraged to avoid non-refundable travel arrangements until required approvals have been obtained.

Payments must be made through the Company’s officially authorized business accounts, approved payment gateways or other business payment channels confirmed by UGO VISA. Customers should verify payment details and retain invoices and receipts.

Payments to personal accounts of employees, representatives or other individuals are not authorized Company payment channels unless formally confirmed through an official Company process that is lawful and properly documented. This does not restrict rights or remedies available under applicable law.

Some services require interaction with embassies, consulates, immigration authorities, appointment providers, courier companies, payment processors or other independent providers. These providers may apply their own procedures, fees, terms and refund rules.

UGO VISA does not control independent government decisions or third-party processing systems, but remains responsible for performing its own contractual obligations. Third-party charges and refund eligibility are governed by the provider’s rules and applicable law.

UGO VISA makes reasonable efforts to maintain useful and accurate website information. Visa requirements, government fees, eligibility criteria and immigration procedures may change. Website information is general and is not a guarantee of eligibility or approval.

UGO VISA may update website content, service descriptions and availability subject to existing contractual obligations and applicable law. Website access may be temporarily suspended for maintenance, security or technical reasons.

Website text, graphics, branding, logos, marketing materials and other content owned by or lawfully used by UGO VISA are protected by applicable intellectual property laws. Reproduction, redistribution, commercial exploitation or unauthorized use is prohibited unless authorized or permitted by law.

Customers and website visitors must not submit forged, fraudulent or knowingly misleading documents; use the website for unlawful purposes; attempt unauthorized access to Company systems; interfere with website security or functionality; misrepresent identity or authority; or use the services to facilitate fraud or unlawful immigration activity.

UGO VISA may take appropriate action where misuse is identified, subject to applicable law.

UGO VISA will exercise reasonable care and diligence in providing the agreed services. To the extent permitted by law, the Company is not responsible for independent government decisions or delays caused solely by independent third parties or circumstances outside its reasonable control.

This provision does not exclude liability for the Company’s own breach of contract, negligence, misconduct or other circumstances for which liability cannot lawfully be excluded. Nothing in these Terms & Conditions excludes or limits mandatory consumer rights, statutory refund entitlements or remedies available under applicable UAE law.

Natural disasters, public emergencies, government restrictions, conflict, widespread technical failures and interruptions to essential services may affect service delivery. Where such circumstances materially affect a service, UGO VISA will make reasonable efforts to inform the customer and discuss available alternatives. Refunds and other remedies will be assessed under the agreed service terms and applicable law.

UGO VISA may update these Terms & Conditions to reflect changes in services, business practices or legal requirements. The current version will be published on the website with an updated effective date where appropriate. Changes will not retrospectively remove accrued rights or override mandatory legal requirements.

These Terms & Conditions are governed by applicable laws of the United Arab Emirates, including relevant legislation applicable in Dubai. The parties will endeavour to resolve complaints amicably. If a dispute cannot be resolved, either party may seek remedies through competent authorities or courts in accordance with applicable law. Customers retain the right to submit complaints to a competent consumer-protection authority.

For questions about these Terms & Conditions, services or complaints, contact U G O Travel L.L.C. — UGO VISA: https://www.ugovisa.com; info@ugovisa.com; +971 50 338 7820; Dubai, United Arab Emirates.

UGO VISA