Terms of service

Who are we?

We are PrepareMyVisa, a trading name of Wayanerd Ltd, a company registered in England and Wales with company number 16269713. Our registered office is 48 Margery Park Road, London, E7 9JY.

We are a private company, not a government, embassy, consulate or visa centre. We do not decide visas. You can apply directly and pay only the official fee.

What do we do?

For the visa you choose, we:

• give you a document checklist for your case
• prepare each answer in your own government account from your documents, and have a second person check it
• book your appointment by hand, in your name, where one is needed
• track your application and remind you of each date

Where a government form asks who prepared it, we declare ourselves.

What do we not do?

• Decide visas, or promise an outcome, a decision date or an appointment date.
• Collect, hold or pass on the government fee.
• Hold your passwords or one-time codes.
• Submit where the government requires your own declaration.
• Create, change or improve a document, or invent a booking, a travel plan or a letter.
• Hold, sell or resell appointment slots.

What do you do?

• Give true, complete answers and genuine documents.
• Answer questions about refusals, overstays and convictions yourself.
• Check every answer and confirm it is true before anything is submitted.
• Create your own government account, sign, pay the government fee and attend.

If we have reasonable cause to believe a file contains false evidence, we stop work and record why. We screen every customer against the UK sanctions list.

What do we promise?

• eVisas and ETAs: ready to submit within 24 hours of your complete file, or our fee back.
• Consular visitor visas: prepared within 24 hours of your complete file, and your appointment booked (or a waiting list registered) within 3 working days of your complete file, subject to availability, or our fee back.
• US visitor visas: your DS-160 and document pack ready within 24 hours of your complete file, or our fee back.

If we miss it through our fault, we refund our fee within 5 working days.

The clocks start when your file is complete, and not before we may start work. They pause while we wait for something we asked you for and while your order is on hold. The booking clock also pauses while no centre shows any appointment.

• Your file is complete when every document on your checklist is uploaded and has passed our safety check, and every question is answered. Your tracking page shows what is still missing.
• Working days are Monday to Friday, UK time. For booking an appointment, they are the visa centre's own working days, in its own time zone. Public holidays are not taken out, so they never make a promise longer.

What about refunds and cancellation?

If the visa is refused, our fee is not refunded, because the decision is the government's. Our refunds page sets out every refund rule, your 14-day right to cancel and the express request to start work sooner. Those rules form part of these terms.

How do you complain?

Our complaints page explains how, and the route to an independent body if you are not satisfied.

What is our liability?

We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. Loss is foreseeable if it was obvious it would happen, or if you and we both knew it might happen when you placed your order. We are not responsible for loss that was not foreseeable.

We do not exclude or limit our liability where the law does not allow it. That includes death or personal injury caused by our negligence, fraud, and your legal rights as a consumer.

We are not responsible for a government's decision on your visa, for a government's or a visa centre's delays, fees or system failures, or for loss caused by information you gave us that was untrue or incomplete. We provide our service for your own travel, so we are not liable for business losses such as lost profit.

Which law applies?

These terms are governed by the law of England and Wales, and you can bring a claim in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your own courts. If you live in another country, you keep any protection the law of that country gives you that cannot be taken away by agreement.