Terms and Conditions
Effective date: November 2022.
The present Terms and Conditions establish the conditions of hiring our Services. The User acknowledges, understands and accepts to be bound by these terms by confirming payment of the costs of our Services. The payment confirmation automatically confers the User the status of Customer (hereinafter, “you”, “your”, “the Customer”) and binds them to these Terms and Conditions.
The Company reserves the right to update these Terms and Conditions, in accordance with new legislative and/or jurisprudential requirements and/or business needs or interests, at any time and without prior notice to the user and/or Customer. The updated version of these Terms and Conditions will be effective immediately, at the same time they are published on this website.
These Terms and Conditions will always be available on this website, so that the user and/or Customer can consult them at any time.
The service provision contract may be formalized, in English wording, which will prevail in all cases.
For any doubts or questions related to these Terms and Conditions, you can contact us through our Customer Service Department by email: info@undefined or through our Contact Form.
About our services
The Company nor the present website is not affiliated, enforced, operated, or owned by any Government or Government Agency.
Through the present website the following services are provided:
Offering the possibility to users and/or Customers, by a one time sale, to use a PDF editor in order to complete the desired Passport Application Form. Currently, we offer the following application forms: (i) New Passport DS-11; (ii) Passport Renewal DS-82, and; (iii) Lost or Stolen Passport DS-64.
Please note, that the Company reserves the right to modify the Services offered on this Website, in accordance with new business needs, objectives or interests, at any time and without prior notice to the user and/or Customer.
Verifying that the Customer has fulfilled all the information required on the Passport Application Form and, when necessary, contacting the Customer to guarantee that the personal data and private information provided by him/her is truthful, correct, and complete.
We strongly recommend that the Customer check the personal data and information on their Passport Application Form before proceeding to the payment page. If the Customer discovers that they have made a mistake when completing their Passport Application Form, please immediately contact our Customer Service Department as soon as possible.
Once the Passport Application Form is completed, we will send the Customer a direct link with the his/her completed Passport Application Form in PDF format, as well as a direct link to personalized instructions regarding the Passport Application Form chosen by the Customer detailing: (i) the nexts steps that he/she must follow to complete his/her application before the corresponding Government Agency; (ii) additional mandatory documents required by the corresponding Government Agency that must be sent by the Customer to them, and; (iii) requirements that the above mentioned documents must comply with in order for the received Passport Application Form can be approved.
Moreover, the users may choose to purchase an insurance when this add-on is offered on the website. This insurance grants Customers the option to freely receive the Passport Application Form which they had selected and completed, in case of loss and/or misplacement again, up to a maximum of twelve (12) times (once a month). These insurance benefits are valid for one (1) year from the date of receipt of the payment confirmation email for our services. After this period, the insurance will expire and, therefore, no new requests for re-sending the Passport Application Form will be attended.
Additionally, on our Website the Users and/or Customers will be able to consult the following information at any time:
General requirements that government agencies require as long as an individual can apply for an specific Passport Application Form;
General information that responds to individual queries regarding, among other things, processing times and passport validity. For further information, please check our “FAQS” website section.
Furthermore, we offer a 24/7 multilingual Customer Service Department that is available at all times to attend to general information inquiries regarding the Passport Application Forms, as well as to resolve any doubts that may arise while completing the desired Passport Application Form. For further information, please see the “Customer Service” section.
Under no circumstance will the Company be held responsible for the approval or denial of the definitive Passport, nor for its issuing. Moreover, once we have sent the Customer his/her completed Passport Application Form and the corresponding instructions, the Services will have been correctly rendered and subsequently the Company will not be held responsible for processing procedures and times after the receipt. Therefore, the Customer is the only one in charge of submitting their own Passport Application Form to the corresponding Government Agency.
Hiring our Services
To hire our Services:
You must be an adult and have the legal capacity to enter into contracts, according to the applicable national laws and regulations of your birth and/or residence country; and/or
You must guarantee to us you are a parent and/or legal guardian in the case that the Passport Application Form is for a minor.
To hire our Services you must follow the steps below:
Step 1: Complete the selected Passport Application Form with truthful, correct, and complete personal data and private information, as well as providing information and personal data regarding the Customer's details, contact information, travel plans, emergency contact passport details and parents and/or spouse. This is essential as the Passport Application Form that the Customer fills in, is the one that he/she will submit by him/herself before the corresponding Government Agency, with the information provided by him/her.
Moreover, during the fulfillment of the desired Passport Application Form, you may choose to purchase an insurance add-on offered on the website by clicking on the corresponding checkbox. Please check the “About our Services” section for further information.
Step 2: Subsequently, you will be given the opportunity to review all the information provided in the Passport Application Form before proceeding to the payment page. For further information, please see the “Technical means for correcting errors” section.
Step 3: Enter the payment information. By confirming the payment of the costs shown, (i) the Customer reconfirms his/her willingness to hire our private Services and the add-ons offered, and (ii) the Customer acknowledges he/she has been informed of the costs and agrees with them. Please see the “Costs” section for further information.
Please bear in mind the Services will begin once the payment of the costs has been authorized and confirmed. You will receive an email confirming that the hiring of our Services has been received correctly, informing you about: (i) the selected Passport Application Form; (ii) application reference number; (iii) the services that are included within your purchase, including, if offered and selected by the Customer, the insurance; (iv) costs paid, and; (v) a reminder stating that any applicable Government filing fees are not included. At this point, the services provision contract is considered formalized and these Terms and Conditions enter into force and are binding on you and the Company.
We are completely upfront regarding the costs of our Services. There is a one-off payment for our private service fee $undefined and, if selected, for the insurance $undefined. These costs do not include any Government fee for the issuance of the passport or documents related to it. There are no surprises or hidden extra charges.
The total costs of our Services are shown on the “Order summary” that is shown at all times while fulfilling your passport application form and on the Services payment page, so you are correctly informed at all times of the costs to be paid.
Our private service fee may change from time to time due to business strategy, objectives or needs. The new service fee will be effective immediately, at the same time it is published on this website, and can be implemented without giving prior notice to Users and/or Customers. However, the new service fee is not retroactive and it will not affect Customers who have already hired our services before the change.
Additionally, please note that the Government can also modify its fees at any time, being a circumstance beyond our reasonable control.
Moreover, it must be highlighted that our rate is expressed in US dollar (USD / $), with all current and applicable taxes included. If the Customer incurs any commission for currency exchange or surcharges imposed by the Customer’s bank or by the issuer of the Customer’s card, our company will not be held responsible for it and, therefore, will not grant the Customer any compensation or reimbursement for such circumstances.
You may use different methods of payment to hire our Services. The payment methods we accept are indicated on our website and/or the Services payment page.
Do not attempt to make a payment in any way other than those specified on our website. If you do, we will not be liable for loss of payment or any other damages that may arise from this action.
By confirming the payment of the costs, you acknowledge and confirm that:
You have been informed and agree with the costs.
You have been informed that the Government fees are not included in the costs of our Services and the add-ons selected.
The debit/credit card used in the payment is yours or you are the legitimate holder. Therefore, the Company will not assume any responsibility in case you are not the holder or legitimate holder of the card, since this circumstance is beyond our reasonable control. However, if necessary, the Company will provide appropriate cooperation to the Customer and/or law enforcement and/or judicial authorities, for the detection and/or investigation of fraudulent operation(s) linked to the debit or credit card used to make payment for our Services.
Please be informed that:
If your debit/credit card has been blocked/declined/expired, we will be unable to process the payment of the costs and, therefore, our services will not be rendered. For any financial problems you might be experiencing, please contact your bank.
Credit cards may be subjected to checks and authorizations by the issuing bank. If said entity does not authorize the intended payment, the Company will not provide the Services and we will not assume any type of responsibility for lack of provision of our Services.
Furthermore, in the event that Customers detects an undue or unacknowledged charge in connection with our Services on the card used to contract them, please contact our Customer Service Department as soon as possible by writing to them at info@undefined to ensure that we can correctly assist you, as well as take the corresponding steps that the Company deems appropriate.
Merchant of Records
The Merchant of Record will make and manage the collection of the total costs of the Services and, where appropriate, refunds made to and/or requested by the Customer. For further information, please see the "Refund Policy" section.
The Merchant of Record has put in place the maximum measures to ensure the reliability and security of communications and interactions between the User and/or Customer and this website in a completely secure manner. In this regard, please note that payment card data is transmitted directly through a secure connection to the information systems of our payment service provider(s). Therefore, we do not have access to or store your complete payment card data.
The Merchant of Record will also issue the invoice for the charges made when requested by the Customer to the Customer Service Department. The Customer expressly authorizes the Merchant of Record to send the invoice in an electronic format although he/she can also indicate any desire to receive a paper invoice to our Customer Service Department, in which case we will send it in this format to the postal address that he/she indicates to us.
Technical means for correcting errors
Prior to making payment for the costs of our Services make sure you review all the personal data and other private information you have provided on your application form and make changes if necessary. If you have made an error, it is important that you correct it before proceeding to the payment page, since your Passport Application Form will be created with the exact information provided by you.
Likewise, if you detect an error in the charges made by the Merchant of Records on your bank statement for the costs of our Services, you can contact our Customer Service Department to resolve the situation through our Contact Form.
Customers can always contact our Customer Service team through our Contact Form or via email info@undefined to help them by solving their doubts regarding our service and/or website.
Refunds can as well be requested to our Customer Service team in compliance with our website’s terms and Conditions. In this sense, note that:
By introducing your payment information you declare that you agree with the price established for the services offered and displayed on our website. Moreover, in the payment page, as well as in the payment confirmation email received once the purchase has been done, you will see the final price duly specified.
120 calendar days is the maximum period of time, since receiving the payment confirmation email, for you to request a refund.
All refund requests must be sent via Contact Form or via email info@undefined, being mandatory to provide within them the following information, or otherwise our Customer Service team will not be able to correctly attend them: (i) all personal data introduced while fulfilling the passport form (ii) according to security and data protection confidentiality, as well as to identify you as our customer, the application reference code that figures in the payment confirmation email received. Without our Customer Service team being able to duly identify you as our customer, refunds cannot be issued.
Once your refund request has been successfully approved, the corresponding amount will be returned to the same payment method used by you when the purchase was made. You will receive a confirmation email when we have proceeded to issue the refund. Please note that refunds can take up to ten (10) business days, depending on your bank, since we confirm via email that the refund has been issued.
Nonetheless, it shall be denoted that:
Refunds that do not meet the above listed terms, shall be denied.
Initiating a chargeback through your bank does not ensure you the refund, and may take longer than writing to our Customer Service. Therefore, we encourage you to contact us before requesting a refund via your bank as we can promptly reply to it. Furthermore, note that a valid reason must be provided when submitting a refund request through your bank. To this regard, and if our Company is notified concerning a chargeback request through a bank entity, it will thoroughly verify its validity. In addition, all those refund requests reported as fraudulent will be for sure filed before the corresponding authorities, jointly with the necessary customer’s data associated with the transaction, in order to comply with our Company’s legal obligations and duties and towards our Company’s best legitimate defense of its interests and rights.
Please directly contact our Customer Service team, by means of the channels above mentioned, if you detect an undue or unacknowledged charge in your card concerning the services offered in our website for them to help you, and to carry out all appropriate actions to remedy the situation arised.
For further information in regard to the Refund Policy, please write to us. it is our will to assess you with doubts.
Withdrawal Right and Cancellation
In accordance with the exceptions established by the currently applicable laws and regulations, being that the Passport Application Form is a clearly personalized document, as it contains your personal data and information, the Customer cannot exercise the right of withdrawal.
Notwithstanding the foregoing, for further information regarding cancellations and reimbursements, Customers can check the following section of these Terms and Conditions.
Exemption of Liability
In accordance with the “About our Services”, “Hiring our Services” and “Refund Policy” sections of the present Terms and Conditions, the Company will not assume any responsibility for the following circumstances that are beyond our reasonable control:
Submitting the Passport Application Form by the Customer her/himself before the corresponding Government Agency, the processing times, and the response time is handled by the corresponding Government Agency. In this sense, changes in applicable government policies, regulations or requirements of the Government Agency are beyond our control.
Difficulties in obtaining a passport. The result of the corresponding Government's Agency decision (approval or denial) regarding the Passport Application Form as it is an exclusive competence of the Government.
Facing obstacles with the corresponding Government Agency as a result of fraudulent, erroneous, incomplete, and/or inaccurate information provided by the Customer within the Passport Application Form. The Customer is the only individual responsible for the personal data and information provided within it.
Exceeding the scope of the insurance contracted, or for the Customer exercising the insurance after 120 days from the day he/she receives the payment confirmation email for our services.
Furthermore, the Company will not be held responsible if:
the Customer is not an adult nor who has the legal capacity to contract in accordance with the laws and regulations of his/her country and hire the Services. The Company will not assume any responsibility for access to this website by Users under the required legal age according to the applicable laws and regulations of their country of birth or residence, it being the sole responsibility of parents and/or legal guardians to exercise adequate control over the activity and/or use of the Internet by their dependent minors; nor for preventing their access to websites whose content is not suitable or recommended for minors, or the sending of personal data without the prior authorization of their parents or legal guardians.
the Company has received an adult’s personal data and/or private information, by means of the Passport Application Form, by an individual without having requested his/her consent to communicate his/her personal data to us. In such a case, the Company will inform the person involved how his/her personal data and/or private information has been collected and, where appropriate, we will ask the individual who provided the personal data to the Company to confirm he/she requested the consent of the data subject and, where appropriate, to resolve this situation.
the Company has received a minor’s personal data and/or private information, by means of the Passport Application Form, provided by an individual who is not his/her parent and/or legal guardian. However, as soon as the Company detects and/or becomes aware of this circumstance, it will proceed to take the appropriate measures to fix the situation.
On this basis, the maximum liability of our Company is limited to the total amount of the fee collected, without limitation. Therefore, other additional fees and/or quantities claimed by the Customer for any of the circumstances above mentioned will not be attended.
We have a Customer Service team, to facilitate communication between you and our company. Our Customer Service Department will take care of your queries, suggestions, complaints and/or claims (including requests for reimbursement) regarding our professional services. We always welcome customer feedback and will be pleased to hear your opinion about our professional services, in order to continue improving our professional services as well as the contents of our website.
Your request will be answered as soon as possible and, in any case, within the time limits provided for in current applicable legislation.
Please be informed, it is possible that, for security reasons, the Customer Service team may ask you to provide personal data and/or information regarding your Passport Application Form in order to verify the identity of the interested person as our Customer, before proceeding to address your request.
You can contact our Customer Service team via the following means:
Be aware, we carefully process each individual question/email, so we will respond to you in the shortest time frame possible and, in any case, within the deadline established by the applicable laws and regulations.
Please be informed, it is possible that, for security reasons, the Customer Service Team may ask you to provide personal data and/or information regarding your subscription plan in order to verify your identity and that you are our Customer, before proceeding to address your request.
Applicable law and jurisdiction
These Terms and Conditions shall be governed by and construed in accordance with the currently applicable Spanish laws and regulations.
In case of controversy or disagreement between the Customer and the Company arising from these Terms and Conditions, both parties agree to submit their resolution, at their free choice and expressly waiving any other jurisdiction to which they may be entitled, to the competent Courts and Tribunals of the place of residence of the Customer.
The non-exercise by the Company of any right provided or derived from these Terms and Conditions shall not be construed, under any circumstances, as a waiver of said right, unless expressly and in writing renounced by the Company or by the legal prescription of the action, according to the applicable current law or regulation.
The nullity, total or partial, of any of the provisions of these Terms and Conditions, will not affect the validity of the other provisions.