VFS GLOBAL General Terms & Conditions
The Terms and Conditions (T&Cs) of VF Worldwide Holdings Ltd. and its subsidiaries and affiliates ( VFS Global) applies to VFS Global (“we” or “us”) and the entity or person (“you”, “your”, or “ customer”) who access VS Global website to receive services by us ( the Service/ Services).
If you do not understand any of the terms explained here or have a question, email@example.com
By using our Services, you are agreeing to all the Terms of Service, as may be updated by us from time to time and would be fully bound by them.
Last update 12/05/2021.
VFS Global is the world's largest outsourcing and technology services specialist for governments and diplomatic missions worldwide. VFS Global manages the administrative and non-judgmental tasks related to visa, passport, identity management and other citizen services for its client governments. This enables them to focus entirely on the critical task of judgemental assessment and decision making.
VFS Global provides a wide range of services, all aimed at enhancing customer experience in public services with an automated and seamless process.
VFS Global only provides certain logistic support to visa/permits applications on behalf of its client governments and in accordance with respective contracts with them regarding such services/ support. To enable us to do so, you as customer must comply with the requirements set out for processing your visa/permit application.
All visa/ permit application services are provided by VFS Global which is a trading name for VF Worldwide Holdings Limited and related local subsidiaries and affiliates. Our corporate head office address is:
Unit 3205, JBC 1, Plot No. JLT - PH1 - G2A,
Jumeirah Lakes Tower, Dubai, UAE.
By continuing with your visa application or by purchasing any VFS Global Service, you hereby accept and confirm that, prior to submitting a visa application, you have read, understood and agreed to be bound by, without limitation or qualification, all of these terms and conditions and would not refute having agreed to the same later under any circumstances including but not restricted to claim refunds for any reason whatsoever.
IMPORTANT NOTE: VFS Global strongly recommends that you do not purchase tickets or make bookings which cannot be cancelled without cost prior to the issuance of a visa/permit, except where it is a specific requirement stated as part of the visa/permit application and mandated by the country you wish to visit. Even if so mandated, VFS would in no way be responsible for any kind of loss caused on such account.
You are solely responsible for the accuracy of your application form and details filled therein, and in checking your application form VFS Global do not guarantee that we will find any errors, and we do not verify information you have provided or be responsible for any errors. You are also required to check the validity and details on the Visa issued to you and VFS would not be responsible for any errors or consequent losses/delay/denied entry etc.
Client Government served
VFS Global is the outsourced partner of Department of Home Affairs of the Republic of South Africa. ( hereinafter the “Client Government”). In this capacity, VFS Global (through its visa application centres (VACs) is responsible for: receipt of visa/ permit applications; collection of biometric data/documents to accompany applications if applicable; submission of applications and biometric data to the Client Government for consideration; collecting processed passports from visa customers and returning passports back to visa applicants .
You will find the visa/ permit related information in the following https://www.vfsglobal.com/dha/southafrica/index.html
It is categorically stated that VFS Global is not involved in any decision making or play any judgemental role in your visa/ permit application process and neither VFS Global issues any type of visa. The assessment of visa applications itself is not carried out by VFS Global (or any member of its group) and the grant or refusal of your visa/ permit is at the sole discretion of the Client Government which reserves the right to ask for further documentation and information for the visa/ permit you have applied for and to refuse any visa/ permit application. You must supply such further documentation and information if you wish the application to continue to be considered. Please do note that VFS Global’s role is restricted to solely handle your documentation on behalf of the concerned Client Government purely as a logistics measure and cannot comment on the documents shared by you for forwarding to the concerned Client Government or be responsible for the documents shared.
VFS Global will handle your applications received in accordance with all procedures prescribed by the Client Government from time to time.
It is the responsibility of all customers to read and accept the terms and conditions of visa/ permit application before applying for it. VFS Global is not permitted to either comment on them or suggest documentation.
You are responsible for the accuracy of the information that you provide to us as we do not verify information provided as part of your visa/ permit application and VFS Global is not permitted to comment on the merits or time frame of your application.
It is your responsibility to ensure that the documents, information and additional actions (such as payment of visa fees, appointment and biometrics, if applicable) are accurate, truthful and done in time.
It is also your responsibility to ensure the validity of the passport required for a specific route (meaning it is not damaged/expired/valid for a shorter period than required by the Client Government and all pages or previous visas are present in it) and to check the validity of the visa/permit issued to ensure that it covers the period of stay requested, the number of entries required and that it is valid for the purpose of trip.
If you have made any mistakes on your visa form or have not completed any section of the visa application form or any delay in the payment of visa fees, please note that it may put your visa application at risk of delay or rejection. It is your responsibility to provide valid contact details (telephone number, e-mail address) to enable us to contact you in case any issue arises with the application or additional documentation is required.
On receipt of your processed visa/permit documents back from VFS Global, it is your sole responsibility to verify the correctness and details mentioned on your visa/permit, including duration, name, personal details, type etc., and immediately contact VFS Global /the concerned Client Government if there are any discrepancies noticed. Do note that VFS Global is in no way responsible for the correctness or details shown on your visa/ permit or any direct/indirect or consequential damages or loss caused due to such error.
VFS Global is responsible for scheduling appointments as mandated, acceptance of visa/ permits applications and logistic fees, submission of applications at the Client Government and returning the processed passport back to the customer/s. VFS Global will provide the customers with a system to schedule the appointment at the Visa Application Center (VAC) for submitting documents and biometrics (when required).
It is important to note that while VFS Global checks for completeness of information in the application form, but never the accuracy of the information provided and cannot be responsible for any consequential loss/damage caused thereby. Once the visa/permit application is filled and when required payments are done, we submit the documents to the Client Government.
When the decision over your application is done by the Client Government, we inform you to collect your documents from our premises or send it to you (in case you have chosen the optional delivery service) based on the details provided by you at the time of your application It is advisable to provide an alternate contact number for any emergency.
VFS Global has no control over the fees and procedures imposed by the Client Government on visas/permits.
The fees stated are only valid on the day that they are quoted or provided as per official information. If you decide to make your application on a later date, please be aware that the fees may change.
The procedures, requirements and fees of the visas and other permits issued by the Client Government, are outside the control of VFS Global and subject to changes without prior notice. VFS Global does not accept responsibility for any changes in procedures or fees and reserves the right to pass on to you any increased fees.
VFS Global will inform you about changes in procedures or fees as soon as they are known by us.
The processing time for visa/permits and the issuance of a decision is at the sole discretion of the Client Government and VFS Global has no control over it. The processing times given for visa/permits applications (including priority and super priority applications) are estimates only over which VFS Global have absolutely no control.
Before applying for a visa/permit, please ensure you submit your application ahead of time of your planned trip as VFS Global cannot be responsible for any direct/indirect damages dues to such delays.
The grant or refusal of a visa/permit is at the sole discretion of the Client Government. VFS Global is neither involved in the process nor is it liable for any decision nor is it responsible in any manner whatsoever for any delay in processing, granting or rejecting the visa/permit as this is the sole prerogative of the Client Government.
Once you have filled and sent us your application, you accept that we (on behalf of the Client Government) will begin to process that application immediately and as a result you will not have the right to cancel it. Once your application is submitted, no changes or withdrawals of the application can be done through VFS Global. For more information on this, you may need to contact the Client Government directly. In any case, there is no refund of any fees payable i.e. visa or service and ancillary services fees and any resubmission may be treated as a fresh application.
Please be aware that if you wish to submit or collect passport or any other documents on behalf of a third person (not you), the required authorisation for this action will be requested and its acceptance would be subject to the applicable mandate of the Client Government and VFS Global have no role to play in the matter.
Please be aware that for applying for a visa/permit, you need to comply with the minimum age specified by the Client Government and your country of residence. In case you are not an adult, the authorisation (such as the parental/guardian consent) will be required. These are restrictions mandated by the Client Government and VFS Global have no discretionary role to play. Similarly, please check with your Airline regarding rules covering minors during travel or arrival at the respective airports.
Once your passport and other relevant documentation is returned when the visa/permit has been processed ( granted or refused) by the Client Government, our commitment is to return it to you in the quickest time possible by advising you of its return and availability either for pick up or optional return courier as booked at the time of application. Please do note that while all necessary care is taken in choosing a courier of repute, VFS Global cannot be responsible for any loss caused due to the negligence or loss or damage of documents by the Courier.
At any stage of your visa/permit processing, you can check the status of your application online by accessing
It may also be possible for you to opt for an optional SMS service to inform you of the various stages of your application process. However, please note that this is an optional service and VFS cannot be held responsible for any loss or damage caused by the receipt or non-receipt or non-transmission of the same.
Advertising material may be included along with passports or other documents when they are returned to the customer by VFS Global. If you do not wish to receive any such advertising material, you should notify VFS Global in advance at the time of submission of your visa application. However, VFS Global does not either vouch for any of the said products/services nor can be responsible for the same. Applicants are requested to take their own decisions after examining the suitability of the said offers independently.
VFS Global takes every reasonable precaution while handling a customer's passport and documents. If a customer's submitted passport or documents are lost or damaged beyond a useable condition while being handled by VFS Global, then VFS Global will pay to the customer the amount of any reasonable fees charged by the government of the customer's home country, for the replacement of the lost or damaged passport or other documents through their normal replacement procedure. VFS Global will assist the customer with the same within its capacity. Such payments will be made by VFS Global to the customer on the presentation of the payment receipt issued by the government of their respective home country for the replacement of such lost or damaged passport or documents. VFS Global will not be liable for any other wasted expenditure, lost flight or travel costs, losses, fees, fines or damages arising to a customer or any travelling companion or family members as a result of lost or damaged documents or consequential or related damages or losses either business or personal in nature.
Which are the components of the fees you paid?
The visa fees can be divided into:
The visa fees can be paid via cash at the bank online through payment portal, , using credit / debit cards or at the VAC
The visa fees once paid to the Client Government are non-refundable and exemptions to this rule are regulated on the EU Visa Code in case of Schengen countries and by the specific authorities in the country you have applied a visa for in the case of non-Schengen countries. In case of doubt or requests for refund of visa/permit fees or service fees, you can contact us at firstname.lastname@example.org or by accessing our Refund Policy It is also very important to note that all fees and charges paid (visa fees, services fees, etc.), once paid are non-refundable under any circumstances whatsoever, whether the application is withdrawn, rejected or required to be re-submitted where fresh fees and charges are payable.
The Service and other additional/optional fees are also not refundable under any circumstances once the Visa application is lodged with VFS Global except in accordance with the Refund Policy for VFS Global.
VFS Global shall have no liability (including in contract or for negligence) to any customer directly or indirectly, or any other person relying on or benefiting from any visa/permit application for: any loss of profit, revenue, contract, business, profession, or other occupation; for any direct, indirect, punitive, incidental, special, consequential damages or any damages whatsoever. This exclusion of liability includes but is not limited to where the loss is caused by delay, misplacement, loss or damage of visa applications, passports and other documents.
VFS Global or any of its officers, director, employees, agents, etc. shall have no responsibility and/or liability of any nature, for any reason whatsoever for any delays, or for loss of or damage to any visa application, passport or other documents, caused by, or occurring whilst any application, passport or document is in the possession of any third party postal or delivery service, including, during the process of transportation of visa applications, passport or other documents between VFS Global and the Client Government and when being returned by VFS Global to you.
And for the avoidance of doubt:
VFS Global is not responsible under any circumstances for loss, delays or non-issuance of any visa/permit application arising from or in connection with (to include but not restricted to) incomplete application forms, incorrectly or falsely completed application forms and inaccurate or incomplete supporting documentation or the applicant’s incorrect understanding of the requirements or documents to be submitted in favour of their application or subsequent responses provided to request for further information /documentation
VFS Global shall not be considered to be in breach of contract or negligent or otherwise liable in any way whatsoever for any delay or failure of any application or loss, damage or delay to any passport or other documents due to accident, theft, natural calamities (act of God), pandemics/ epidemics /government directives or orders (like Lockdown) or any other reason outside the control of and not arising out of a wilful default of VFS Global or for the loss or damage to any passport or other document after it has been handed over to the customer or the courier service requested for by the applicant or during transit from VFS Global to the Client Government and back.
VFS Global shall have no liability for any delays, for loss of or damage to any visa application, passport or other documents, caused by, or occurring whilst any application, passport or document is in the possession of, any postal or courier service, including transportation of visa applications, passport or other documents between VFS Global and the Client Government; and when being returned by VFS Global to the customer.
VFS Global is not in any way even remotely involved in the process of assessment of visa/permits applications, submitted documents or their grant or refusal, and is not responsible for any delay by the Client Government in assessing, granting or refusing any visa/permit application or for the grant or rejection of it or seeking additional information and or documents or even the request for a personal appearance
VFS Global shall have no liability under any circumstances to any applicant, or any other person relying on or benefiting from any visa/permit application, for any commitment, cost or expenditure incurred in reliance on or anticipation of receiving the applied visa, whether within a particular timescale or at all, including but not limited to air travel, hotel, and other travel and accommodation arrangements, and any other arrangements made.
VFS Global strongly recommends that you do not purchase tickets or make bookings which cannot be cancelled prior to the issuance of a visa, except where it is a specific requirement stated as part of the visa application, in which case open tickets should be obtained. Even when mandated by the Visa requirements, VFS Global would not in any way be liable under any circumstances whatsoever for any losses/liability incurred.
To the maximum extent as permitted by applicable law, VFS Global shall not be liable for any direct/indirect, incidental, consequential, special, punitive damages or any losses on account of loss of business, profits, employment and other opportunities, business meetings, conferences and convention participation, whether incurred directly or indirectly or loss of goodwill, business or social or religious opportunities resulting from your use of or access to VFS Global’s websites and facilities and services, the conduct of any VFS Global or third party supplier including without limitation indirect and consequential damages/losses incurred. In no event shall the aggregate liability of all VFS Global entities exceed a sum of US $ 100 or the value of the Service Fees Paid to VFS Global under any circumstances, whichever is higher. These limitations shall apply to all and any kind of liability, whether based on an expressed or implied level of delivery of service and whether based on contract, statute, tort including negligence or otherwise, and even if a remedy set forth herein is found to have failed of its essential purpose.
This section applies to VAS offered by VFS Global to customers who wish to avail of the same on a purely paid, voluntary basis. VFS Global is committed to offer always the highest quality services for its customers by offering a range of additional services. Please, note that the availability of VAS may vary from country to country and depend on the availability of service providers in a particular territory. The services are independent of your visa/permit application procedure and might be purchased as per your needs and requirement and would in no way have any bearing on your main application.
The VAS offered by VFS Global is a purely optional/ discretionary service available under a contract between VFS Global and the customer directly at an additional service charge; availing of this service does not affect or guarantee the decision or processing time of your visa/permit in any manner and VFS Global shall not be responsible for delay in or outcome of visa/permit decision and any claim, damages suffered by you. The VAS is subject to fee revision and can be discontinued without prior notice. You as a customer are completely free to choose which of the available VAS services you wish to avail of at the applicable rates. All amounts paid for any such services are non-refundable and non-substitutable and cannot be switched between different applicants or carried forward.
For the purposes of this section, the "Services" include all services which are described and offered by us on our website.
For all VAS, the following terms and conditions apply. Customers purchasing a VAS, should read the service description carefully to ensure what is covered; and what is not covered by the relevant Service and specific terms which apply to each Service.
These terms shall also apply to any new Service which VFS Global offers on its Website from time to time. Any service can be amended or discontinued without advance notice.
Under No Circumstances can any refunds be given for unutilized services or if they could not be fully or partly utilized, including but not limited to circumstances beyond VFS’s control or even caused by force majeure factors except in accordance with the Refunds Policy for VFS Global.
Under this agreement, the payment processing services for goods and/or services purchased on this website are provided by VFS Visa Processing PTY(ltd) , on behalf of VF Worldwide Holdings Ltd, Dubai, depending on the type of payment method used for the purchase of the goods and/or services.
The services provided by VFS Global and its availability may change from time to time. VFS Global will post information about any changes on its website. VFS Global is continually seeking to improve the Services. We reserve the right, at our sole discretion, to make changes to any part of the Services as described on our Website, as may be required or found necessary in the best interest of the application process.
These terms and conditions are not exhaustive, and customers should also carefully read the description of the Service and special conditions set out for each Service on the Website. All Services are subject to availability at the relevant VAC. Please check our Website for details regarding the availability of VAS.
The Services are intended for and shall only be available for non-commercial and domestic use by individual customers. You may not re-sell the Services without the prior written consent of VFS Global.
Once you have paid for the Services, you may avail of the same. Do note that all services are non-cancellable/ non-refundable under any circumstances except to the limited extent in accordance with the Refunds Policy of VFS Global.
VFS Global’s liability to you under these terms for any losses relating to or arising in connection with Services provided to you under these terms and whether based on an action or claim in contract, negligence, tort, misrepresentation (other than fraudulent misrepresentation) breach of statutory duty or otherwise shall be limited to a maximum amount equal to the Service Fees paid by you in connection with the Services to which such claim relates and would not in any circumstances include direct/indirect or consequential or related damages under any circumstances whatsoever and howsoever caused.
VFS Global shall have no liability (including in contract or for negligence) to any visa applicant , or any other person relying on or benefiting from any visa application for: any loss of profit, revenue, contract, business, profession, or other occupation; for any direct, indirect, punitive, incidental, special, consequential damages or any damages whatsoever. This exclusion of liability includes but is not limited to where the loss is caused by delay, misplacement, loss or damage of visa applications, passports and other documents.
Nothing in these terms and conditions shall benefit or be enforceable by any person other than the customer himself/herself.
These terms and conditions, any services and any disputes or claims whatsoever relating to them shall be governed and construed in accordance with the laws of the country in which the services are provided to you.
You hereby accept and confirm that you have read, understood and agreed to be bound by, without limitation or qualification, all of the terms, conditions and details provided herein. VFS Global, in its sole discretion, may change, amend, cancel or withdraw any or all the terms and conditions mentioned herein at any time without any prior notice. No employee of VFS Global has any authority whatsoever to change/amend /amplify or withdraw any or all the terms and conditions mentioned herein without the prior written approval of VFS Global.
In case of any queries, you can contact VFS Global through its Customer Care Service at email@example.com
This section governs your use of this VFS Global's website (the "Website") and your relationship with VFS Global and any of its subsidiaries, affiliates or related parties (the "Company", "we" or "us"). Please read them carefully as they affect your rights and liabilities under the law when using our website. If you do not agree to these Terms and Conditions, please do not register for services with us or use the Website.
The Website is provided to you for your personal use subject to these Terms and Conditions. By using the Website, you agree to be bound by these Terms and Conditions.
The supply of user pays services through the Website shall also be governed by the terms and conditions which can be found at "Services Terms & Conditions".
We may update these Terms and Conditions from time to time for legal or regulatory reasons or to allow the proper operation of the Website. Any changes will be notified to you via the e-mail address provided by you on registration (if applicable) or via a suitable announcement on the Website. The changes will apply to the use of the Website after we have given notice. If you do not wish to accept the new Terms and Conditions you should not continue to use the Website. If you continue to use the Website after the date on which the change comes into effect, your use of the Website indicates your agreement to be bound by the new Terms and Conditions.
You must ensure that any details provided by you for any reason arising in connection with your use of the Website or at any other time are correct and complete.
You must inform us immediately of any changes to the information that you provide in connection with your use of the Website by updating your personal details in order that we can communicate with you effectively.
The content of the Website is protected by copyright, trademarks, database right and other intellectual property rights. You may retrieve and display the content of the Website on a computer screen, store such content in electronic form on disk (but not any server or other storage device connected to a network) or print one copy of such content for your own personal, non-commercial use, provided you keep intact all and any copyright and proprietary notices. You may not otherwise reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on the Website without written permission from the Company.
transfer files that contain viruses, trojans or other similar or harmful programs;
You will be responsible for our losses and costs resulting from your breach of this clause.
Although we aim to offer you the best service possible, we make no promise that the services at the Website will meet your requirements. We cannot guarantee that the service will be fault-free.
Your access to the Website may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to restore the service as soon as we reasonably can.
We may suspend or cancel your access to the Website immediately at our sole discretion or if you breach any of your obligations under these Terms and Conditions.
VFS Global website may contain links to third party sites promoting various products and/or services that VFS Global does not own or operate. These links to websites are in nature of paid advertising and are not verified by VFS Global.
These links are provided for convenient access. Access to these links is voluntary and does not indicate that VFS Global endorses it or is associated with any of these other third-party websites. You are requested to use these links at your own discretion, risk and cost when dealing with these websites and neither VFS Global nor its officers, employees, agents shall have any responsibility or liability of any nature whatsoever for these other third-party websites/links or any other information contained in them.
Part of the Website may contain advertising and sponsorship. Advertisers and sponsors are responsible for ensuring that material submitted for inclusion on the Website complies with relevant laws and codes. We will not be responsible to you for any error or inaccuracy in advertising and sponsorship material.
We make no promise that materials on the Website are appropriate or available for use in locations outside your country and accessing the Website from territories where its contents are illegal or unlawful is prohibited. If you choose to access this site from locations outside your country, you do so on your own initiative and are responsible for compliance with local laws.
You may not transfer any of your rights under these Terms and Conditions to any other person. We may transfer our rights under these Terms and Conditions to another business where we reasonably believe your rights will not be affected.
If you breach these Terms and Conditions and the Company chooses to ignore this, the Company will still be entitled to use its rights and remedies at a later date or in any other situation where you breach the Terms and Conditions.
The Company shall not be responsible for any breach of these Terms and Conditions caused by circumstances beyond its reasonable control.