Terms & Conditions

1. Services

Your Visa Planner provides visa application support services, including:

• Paid consultation: a strategic session covering eligibility assessment, case evaluation (including refusal analysis where applicable), and recommended next steps. Available as a standalone service or as the first step toward full application support.
• Eligibility assessment and guidance
• Application form preparation and review
• Document checklist and organisation advice
• Document Upload Assistance (UK Visitor Visa casework only, currently in pilot): uploading client-supplied documents to the VFS self-upload portal on the client's behalf.
• VFS appointment booking assistance
• Pre-appointment briefing

We do not provide legal advice, immigration representation, or any guarantee of visa outcome. All visa decisions are made solely by UK Visas & Immigration (UKVI).

2. Client Responsibilities

You agree to:

• Provide accurate, complete, and truthful information
• Supply requested documents in a timely manner
• Review and confirm all application details before submission
• Pay UKVI visa fees directly (we do not handle your payment card or OTPs)
• Attend your VFS biometrics appointment as scheduled

We are not liable for delays, refusals, or other adverse outcomes resulting from inaccurate or incomplete information provided by you.

3. Payment Terms

• Consultation Fee: KES 5,000, payable in advance and non-refundable once the consultation has been delivered (see Section 4). Required before any assessment or strategic work begins.
• Case Preparation Balance: the remaining service fee, due after consultation and before casework begins. M-Pesa installments are available; work starts only once the balance is fully settled. If you proceed after consultation, the consultation fee credits toward your total.
• Form-Filling Package: KES 5,000 deposit plus KES 7,000 balance. The consultation fee does not apply. The deposit is required to begin work.

Add-ons (optional)

• After-hours session (outside business hours, Mon to Fri, 9am to 6pm EAT): +KES 3,000
• In-person session: +KES 3,000 per session
• Document Upload Assistance (UK Visitor Visa pilot): +KES 10,000

Discounts and perks

• Additional adult on the same application: KES 3,000 off
• Children under 18: half price
• Returning client perk: free Document Upload Assistance on UK casework. Full eligibility and scope in Section 6.

Method: M-Pesa. All amounts are in Kenyan Shillings (KES).

Acceptance: by paying the consultation fee or deposit, you confirm that you have read and accepted these Terms and Conditions.

4. Refund Policy

• Consultation Fee: this fee is payable in advance. It becomes non-refundable once the consultation has been delivered, covering the assessment and advisory work provided. For pre-consultation cancellations, you may request a refund, subject to a deduction for administrative costs, which include bank charges, scheduling, and preparatory work. This non-refundable deduction is KES 1,500 or 30% of the consultation fee, whichever amount is lower. Refunds are processed within 24 hours of the cancellation request.
• Case Preparation Balance: non-refundable. The balance is due before casework begins. Once paid, we proceed with form filling, document preparation, and appointment booking.
• Form-Filling Deposit: non-refundable once work on your application begins.
• Document Upload Assistance Add-On: non-refundable once the upload work has begun.
• Post-Submission: no refunds are available once your application has been submitted to UKVI.

5. Document Upload Assistance Add-On

This add-on is currently offered on UK Visitor Visa casework only, while it is in pilot.

• Scope of service: we upload documents the client has already gathered, via the VFS self-upload portal, on the client's behalf. We do not gather, chase, or rebuild documents.
• Turnaround: 48 hours from receipt of the final document set. The clock starts once all documents are in our hands.
• Credentials and authorisation: the client provides written authorisation for us to access their VFS portal. Credentials are deleted after upload confirmation.
• Liability: upload errors caused by us are corrected at no charge. Refusals linked to document content remain the client's responsibility; UKVI owns the visa decision.
• Availability: UK Visitor Visa casework only during the pilot phase. We will update these Terms when availability changes.

6. Returning Client Perk

Returning UK Visitor Visa clients receive the Document Upload Assistance add-on free of charge as a loyalty perk, in lieu of a cash discount.

• What it is: a waiver of the KES 10,000 Document Upload Assistance fee. It appears on your proposal as Returning Client: Free Document Upload (UK). It is not paid out as a cash deduction and does not reduce any other line item.
• Eligibility: your most recent engagement with Your Visa Planner closed (outcome received) within the last 24 months.
• Scope: covers the lead applicant on a UK Visitor Visa case. Additional applicants on the same case are charged at our standard rates.
• Stacking: not stackable with partner discounts, referral discounts, or bundled family pricing. You receive whichever is most favourable to you.
• Refusal reapplications: not applicable if the returning engagement is a reapplication of the same refused case; reapplications are priced as a separate package.

7. No Outcome Guarantee

We provide guidance and preparation services only. We do not and cannot guarantee any visa outcome. The Entry Clearance Officer (ECO) at UKVI has sole discretion over all visa decisions. Any success rates, testimonials, or case studies shared are historical and do not guarantee future results.

8. Limitation of Liability

Our liability is limited to the fees paid for our services. We are not liable for:

• Visa refusals or delays by UKVI
• Losses arising from missed appointments, travel bookings, or third-party costs
• Consequences of information you provided that was inaccurate or incomplete

9. Trademark and Representation Disclaimer

Your Visa Planner is an independent visa application support consultancy. We are not a current employee, agent, or representative of any Visa Application Centre (VAC), consulate, or embassy of the countries our clients apply to, including but not limited to UK Visas & Immigration, VFS Global, TLScontact, and Schengen state consulates. Any past employment of our principals at such organisations is historical only and does not imply current affiliation, endorsement, or privileged access. All third-party names, logos, and marks remain the property of their respective owners and are referenced only for descriptive purposes.

10. Confidentiality and Data Handling

We treat your personal information with care:

• Documents are stored securely in Google Drive
• We do not share your data with third parties except as required for your application (for example, VFS)
• Upon file closure, your folder is archived and retained for our records

For the full data-handling position, see our Privacy Policy.

11. Communication

Primary communication is via WhatsApp. We aim to respond within business hours (Mon to Fri, 9am to 6pm EAT). Urgent matters may be addressed outside these hours at our discretion.

12. Amendments

We may update these Terms and Conditions from time to time. The version in effect at the time of your consultation fee or deposit applies to your engagement.

13. Acceptance

By paying your consultation fee or deposit, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.

14. Termination of Service

We reserve the right to close your file without refund if:

• You are unresponsive to our communications for more than 30 consecutive days
• You fail to provide required documents or information within a reasonable timeframe
• You engage in abusive or disrespectful behaviour towards our team

If your file is closed due to inactivity, a reactivation fee may apply to resume services.

15. Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of Kenya. Any disputes arising under these terms shall be subject to the exclusive jurisdiction of the courts of Kenya.