Terms and conditions

Welcome to Crown Visa, a service provided by Crown Visa ('Crown Visa', 'we', 'us', or 'our'). These Terms & Conditions govern your use of our website and services, including assisted applications for United Kingdom Electronic Travel Authorisations (ETAs). These Terms constitute a binding legal agreement between you and Crown Visa.

By accessing or using our Service, you agree to be bound by these Terms. If you do not agree, you must not use our Service.

IMPORTANT: Crown Visa is not affiliated with, endorsed by, or connected to the UK Government or any government agency. You may apply for a UK ETA directly and free of charge via the official GOV.UK website. Our service provides an assisted application service for a fee.

Crown Visa provides an assisted application service to help individuals understand UK ETA requirements, prepare and organise their application documents, and assist with processing applications through the relevant authorities, together with ongoing customer support throughout the process. We act as a third-party intermediary and are not a government body.

Crown Visa is not an immigration adviser and does not provide immigration advice. We provide document checking and application assistance only.

By using our Service, you acknowledge and agree that:

• We are not owned, operated, sponsored, or endorsed by the UK Government or any governmental agency;
• Use of our Service is not required to obtain a UK ETA — you may apply directly through GOV.UK;
• We do not provide legal advice, and our Service is not a substitute for immigration legal advice;
• We do not guarantee ETA approval — all final decisions are made exclusively by the relevant government or consular authority;
• Processing times are estimates only and are subject to change.

Our Rights in Operating the Service

We reserve the right to:

• Modify, suspend, or discontinue any part of our Service at any time, with or without notice, including where required by changes to government requirements or processes;
• Refuse, reject, or cancel any order at our discretion, including where we suspect fraud, error, duplicate order, or misuse of our Service;
• Monitor use of our Service for security, quality assurance, fraud-prevention, and compliance purposes;
• Engage third-party providers to deliver part of our Service, as described in Section 9 (Third-Party Services).

Where any part of our Service makes use of automated tools, chatbots, or artificial intelligence (for example, to provide assistance or support), such outputs are provided for general assistance only, may occasionally be inaccurate or incomplete, and should not be relied upon as a substitute for official guidance from the relevant government authority or independent professional advice.

Eligibility

You must be at least 18 years old, or the age of legal majority in your jurisdiction, to create an account and use our Service. If you use our Service to submit an application on behalf of another person — including a minor or a family member — you confirm that you have the authority to act on their behalf, that you have obtained any necessary consent (including, where applicable, from a parent or legal guardian), and that all information provided about them is accurate.

Account Information

To use our Service, you must provide accurate, complete, and up-to-date information. You are responsible for the accuracy of all information provided, maintaining confidentiality of your account credentials, all activities occurring under your account, and notifying us immediately of any unauthorised use.

Accuracy of Information and Travel Documents

You are solely responsible for the accuracy of all data and documents processed through our Service, and for verifying that your passport and other travel documents are valid and meet the requirements of the application before processing. Providing false, incorrect, incomplete, or invalid information or documents may result in delays, additional costs, or rejection of your application, and Crown Visa shall not be liable for any such delays, costs, or rejections arising from information or documents provided by you.

Your personal data is processed in accordance with our Privacy Policy, which forms part of these Terms. Our Privacy Policy complies with applicable data protection laws including EU GDPR, UK GDPR, and applicable US state privacy laws. Our Data Protection Officer can be contacted at [email protected].

Our service fee is displayed at the point of purchase and may include our service or processing fees and, where indicated, government fees. All fees are in the currency displayed at checkout. You are responsible for any applicable local taxes, duties, or charges, and for ensuring that full payment is made before processing begins and that the information provided during payment is accurate and complete. We accept major credit and debit cards and other payment methods as displayed at checkout. Payments are processed securely by our third-party payment processor; we do not store your full payment card information.

Right to Cancel

Subject to the region-specific provisions in Section 15 (which set out statutory cancellation and withdrawal rights for certain jurisdictions, including the EU), refund eligibility depends on the status of your application at the time your request is made, as set out below.

By completing your purchase, you agree that processing may begin immediately and acknowledge that this affects your eligibility for a full refund.

Full Refunds

A full refund will be issued if:

• Your application has not yet entered internal processing ("Pre-Processing");
• You made a duplicate payment; or
• A technical issue occurred during payment.

Partial Refunds

A partial refund applies if your application is "In Progress" or requires "Action". In such cases, the government fee is fully refundable, and 25% of our processing fee is refundable to cover manual document checking work already performed.

No Refund

No refund will be issued if:

• Your application has been submitted by you to the UK Government and is "Under Review", "Complete", or "Rejected";
• Your ETA has already been approved or rejected; or
• The service has otherwise been fully delivered.

Government fees are non-refundable once sent to the relevant authority.

Refund Timelines and Requests

Refund requests (where eligible) will be reviewed within 24-48 hours. Approved refunds will be processed to your original payment method within 3-7 business days, depending on your bank or payment provider. To request a refund, submit your request via app.crownvisa.co.uk/refund or by contacting [email protected] with your order reference.

Your mandatory statutory rights under applicable local law, including any statutory withdrawal or cancellation rights set out in Section 15, are not affected by this policy.

When using our Service, you must not: provide false or misleading information; use the Service for any unlawful purpose; attempt to gain unauthorised access to our systems; impersonate any person or entity; transmit malware or harmful code; use automated means to access or scrape our Service; or resell our services without our written consent.

All content and software on our Service (including text, graphics, logos, icons, software, and layout design) are owned by or licensed to Crown Visa. You may not copy, reproduce, modify, distribute, or create derivative works without our prior written consent. You retain all rights to personal information and documents you provide to us.

If you submit any feedback, comments, or suggestions about our Service, you grant us a perpetual, royalty-free, worldwide licence to use, modify, and incorporate that feedback for any purpose, without obligation or compensation to you.

Our Service may link to or use third-party websites, tools, or services. We are not responsible for the content, privacy practices, policies, or terms of these third parties, and your use of external websites or tools is entirely at your own risk. We may engage third-party service providers (including payment processors and customer support platforms) who process your data under appropriate data processing agreements.

We may suspend or terminate your access to our Service, in whole or in part, at any time and without liability, if we reasonably believe that you have breached these Terms, provided false or misleading information, engaged in fraudulent, abusive, or unlawful activity, or if we are required to do so by law or by a relevant authority.

You may stop using our Service or close your account at any time by contacting [email protected]. Termination of your account does not, by itself, entitle you to a refund, except as set out in Section 6 (Cancellation and Refunds).

Provisions of these Terms which by their nature should survive termination — including Section 8 (Intellectual Property), Section 11 (Disclaimers), Section 12 (Limitation of Liability and Claims), Section 13 (Indemnification), and Section 14 (General Provisions) — shall survive any termination or expiry of these Terms or your use of the Service.

To the fullest extent permitted by applicable law, our Service is provided "as is" and "as available" without warranties or representations of any kind, express or implied, regarding the accuracy, completeness, reliability, or suitability of any information, service, or outcome. We do not warrant uninterrupted or error-free operation, nor do we guarantee that applications processed through our Service will be approved by any government authority. ETA outcomes depend entirely on the relevant government or consular authority.

Where our Service incorporates automated tools, chatbots, or artificial intelligence to provide assistance, summaries, or support, such tools may occasionally produce inaccurate, incomplete, or outdated information. Any such output is provided for general informational purposes only, does not constitute legal or immigration advice, and should not be relied upon in place of official guidance from the relevant government authority or independent professional advice.

To the fullest extent permitted by applicable law, we shall not be liable for indirect, incidental, special, or consequential damages, including loss of profits, data, or access, including those arising from delays or rejections of UK ETA applications, service disruptions or technical issues, or reliance on information obtained through the Service. Where we are liable, our total liability shall not exceed the amount you paid us for the relevant service. Nothing herein excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under applicable mandatory law.

Any claim or cause of action arising out of or relating to your use of our Service must be brought within one (1) year after the date on which the event giving rise to the claim occurred, or such claim shall be permanently barred, except where a longer period is required by mandatory law applicable to you.

You agree to defend, indemnify, and hold harmless Crown Visa, its officers, employees, agents, and affiliates from and against any claims, damages, costs, liabilities, or expenses (including reasonable legal fees) arising from your breach of these Terms, your misuse of the Service, provision of false or misleading information, or violation of any applicable law or third-party rights.

Governing Law

These Terms are governed by the laws of the United Arab Emirates, subject to the mandatory consumer protection provisions that apply in your country of residence as set out in Section 15. Subject to Section 15, any disputes shall be resolved exclusively in the courts located in Sharjah, United Arab Emirates, unless otherwise agreed under binding arbitration.

Severability

If any provision is found to be unenforceable, that provision shall be severed and the remaining Terms shall continue in full force.

Entire Agreement

These Terms, together with our Privacy Policy and any other documents expressly incorporated by reference, constitute the entire agreement between you and Crown Visa regarding your use of our Service, and supersede any prior agreements, understandings, or representations, whether written or oral, relating to that subject matter.

Assignment

You may not assign or transfer any of your rights or obligations under these Terms without our prior written consent. We may assign or transfer these Terms, in whole or in part, without restriction, including in connection with a merger, acquisition, reorganisation, or sale of assets.

Changes to Terms

We may update these Terms at any time. The latest version will always be posted on our website, with the updated effective date shown at the top of this document. Where required, we will notify you of material changes by email. Continued use of our Service after any changes constitutes your acceptance of the updated Terms.

Electronic Communications

By using our Service, you consent to receive communications from us electronically, including emails, SMS messages, and web-based notifications regarding order confirmations, application updates, and service announcements. You may opt out of promotional communications at any time, though essential service-related messages will continue to be sent.

Notices

Any legal notice to be given to us under these Terms should be sent to [email protected]. Notices to you may be sent to the email address associated with your account.

Contact

Crown Visa

Sharjah Media City, Shams Business Centre, Sharjah, UAE

[email protected]

We aim to respond to all enquiries within 12 hours.

The following provisions apply in addition to the general Terms above. Where these region-specific provisions conflict with the general Terms, the region-specific provisions shall prevail for customers in the relevant region.

15.1 European Union Customers

Data Protection

In addition to UK GDPR, EU GDPR (Regulation (EU) 2016/679) applies to the processing of your personal data. Crown Visa is subject to EU GDPR by virtue of targeting EU data subjects. Our Privacy Policy sets out our EU GDPR obligations, including the legal bases for processing, your rights, and the relevant supervisory authority in your EU Member State.

International transfers of your personal data from the EU to the UAE are subject to the EU Standard Contractual Clauses (SCCs) adopted by the European Commission, which are incorporated by reference into our Privacy Policy.

Consumer Rights

If you are an EU consumer, you have a 14-day right of withdrawal from the date of purchase under the EU Consumer Rights Directive (2011/83/EU), provided that we have not yet commenced processing your application. Once performance of the service has begun at your explicit request, the right of withdrawal may be lost.

To exercise your right of withdrawal, you may use the standard withdrawal form below and send it to [email protected].

Standard Withdrawal Notice: "I/We hereby give notice that I/We withdraw from my/our contract of sale of the following service [describe service], ordered on [date], Name of consumer(s), Address of consumer(s), Signature (if paper), Date."

Dispute Resolution

EU consumers may refer disputes to the European Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr. You also have the right to bring proceedings before the courts of your country of residence.

Governing Law (EU)

For EU consumers, the mandatory consumer protection laws of your EU Member State apply and cannot be excluded by the UAE choice of law in Section 14.

15.2 United States Customers

Disclaimer of Warranties

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE STATE LAW, THE SERVICE IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND. SOME STATES DO NOT ALLOW EXCLUSION OF IMPLIED WARRANTIES, SO THE ABOVE MAY NOT APPLY TO YOU.

Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE STATE LAW, OUR TOTAL LIABILITY SHALL NOT EXCEED THE AMOUNT YOU PAID FOR THE SERVICE. SOME STATES DO NOT ALLOW LIMITATIONS ON INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE MAY NOT APPLY TO YOU.

California Residents

If you are a California resident, you have additional rights under the California Consumer Privacy Act (CCPA) as described in our Privacy Policy, including the right to know, delete, correct, and opt out of the sale of personal information. We do not sell your personal information. California residents may contact us at [email protected] to exercise their CCPA rights.

Under California Civil Code Section 1789.3, California users may contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs at 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834.

Dispute Resolution (US)

Informal Resolution: Before commencing arbitration or any formal proceeding, you agree to first contact us at [email protected] with a written description of the dispute, the specific relief sought, and the email address associated with your account. We will attempt to resolve the dispute informally within 60 days of receiving that notice.

Arbitration: If the dispute is not resolved informally within 60 days, either party may submit the dispute to binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, except that either party may instead bring an individual claim in small claims court where the claim qualifies.

Right to Opt Out: You may opt out of this arbitration agreement by sending written notice to [email protected] within 30 days of first accepting these Terms.

Class Action Waiver: To the maximum extent permitted by law, any arbitration or proceeding between you and us shall be conducted on an individual basis only, and not as part of a class, consolidated, or representative action.

This arbitration provision does not apply where prohibited by applicable state law.

Governing Law (US)

For US customers, these Terms and any dispute arising therefrom shall be governed by the laws of the State of Delaware, without regard to conflict of law principles, except where mandatory state consumer protection laws in your state of residence apply.

15.3 Rest of World

Where you are located in a country not specifically addressed above, these Terms are governed by UAE law. However, mandatory consumer protection laws in your country of residence will apply to the extent they cannot be excluded.

International transfers of your personal data are conducted under appropriate transfer mechanisms as described in our Privacy Policy. You have the right to lodge a complaint with the data protection authority in your country of residence.

If your country has specific mandatory rights regarding cancellation, refunds, or dispute resolution that differ from the general provisions above, those mandatory rights are preserved.