Terms of Service

1. Who we are and what we are not

1.1 Strictly a third-party provider. E Passport Online Center is an independent, privately owned, third-party facilitation service and nothing more. We are not a government agency, and we are not affiliated with, endorsed by, licensed by, sponsored by, or acting on behalf of the government of any country, including the U.S. Department of State, U.S. Citizenship and Immigration Services, the UK Home Office, or any other ministry, embassy, consulate, immigration authority, or official passport or visa office. We do not represent, imitate, or hold ourselves out as any government body or any official or government-authorized visa-processing service, and our website, branding, and materials are not intended to resemble or be mistaken for those of any government. All passports, visas, and travel authorizations are issued solely by the relevant government, which alone decides whether and when to issue them.

1.2 You can apply directly. Every passport and visa we help obtain can be applied for directly with the issuing government, usually for the government fee alone. Our service fee is charged for the preparation, review, submission, monitoring, and support work we perform. You are choosing to pay for that assistance.

1.3 Not legal advice. E Passport Online Center is not a law firm, and our staff are not attorneys or licensed immigration consultants. Nothing we provide is legal advice. If you need advice about your eligibility, immigration status, or legal rights, consult a licensed attorney.

1.4 No influence over decisions. Governments alone decide whether to issue a passport, visa, or travel authorization, and how quickly. We cannot influence, expedite beyond the options the government itself offers, or guarantee any outcome.

2. Definitions

• "Application" means a passport, visa, electronic travel authorization (such as an ETA, eTA, ESTA, or eVisa), or similar travel document application we prepare or submit on your behalf.
• "Government Fee" means any fee charged by a government or its authorized agent to process an Application, including consular fees, execution fees, expedite fees, and courier fees imposed by the government.
• "Service Fee" means the fee E Passport Online Center charges for its own work. Our Service Fee starts at USD 170 and varies by document type, destination, processing speed, and number of applicants. The exact Service Fee is shown before you pay.
• "Order" means your request for us to handle one or more Applications, submitted through the Service and accepted by us.
• "Traveler" means each person for whom an Application is being made.

3. Eligibility

You must be at least 18 years old and able to form a binding contract to place an Order. You may place an Order for a Traveler who is a minor only if you are that minor's parent or legal guardian, or are otherwise legally authorized to act for them. By placing an Order for someone else, you confirm you have their authority to share their information with us and to bind them to these Terms.

4. What the Service includes

Depending on the product you select, our Service may include some or all of the following:

• reviewing your information and documents for completeness and common errors;
• preparing and completing the government application forms;
• submitting the Application through the government's designated channel;
• paying the Government Fee on your behalf (see Section 7);
• monitoring the Application status and notifying you of updates;
• arranging courier collection and delivery of physical documents where applicable;
• customer support by email, phone, or chat.

We do not: verify the truthfulness of information you provide; act as your legal representative; guarantee that an Application will be accepted, approved, or issued within any timeframe; or provide travel, health, or insurance advice.

5. Your responsibilities

5.1 Accuracy. You must provide complete, accurate, and current information and documents. Governments may deny an Application, ban future entry, or take legal action based on false or incomplete information. You are solely responsible for the content of your Application, even where we typed it or submitted it for you.

5.2 Review before submission. Where we ask you to review and confirm the Application before we submit it, you must do so carefully. Once you confirm, you accept the contents as your own.

5.3 Documents and deadlines. You must supply requested documents, photos, signatures, and payments promptly. Processing estimates start only when we have everything we need. Delays caused by missing or defective materials are not our responsibility.

5.4 Authorization to act. By placing an Order you appoint E Passport Online Center as your limited agent, authorized solely to prepare and submit the Application, pay the Government Fee, communicate with the relevant authority about the Application, and receive and forward documents. You may revoke this authorization by written notice, subject to the refund rules in Section 8.

5.5 Eligibility and travel plans. You are responsible for confirming that you are eligible for the document you are applying for, that it is the right document for your travel, and that your travel dates allow enough time for processing. We recommend not booking non-refundable travel until your document has been issued.

5.6 Lawful use. You may not use the Service to obtain documents through fraud, for anyone without their consent, to evade immigration law, or in violation of any law.

6. Accounts and communications

6.1 Account security. If you create an account, you are responsible for keeping your login details confidential and for all activity under your account.

6.2 Electronic communications. You agree that we may send you notices, order updates, receipts, and documents electronically by email, SMS, or through your account. You consent to receive transactional SMS messages about your Order at the mobile number you provide; message and data rates may apply, and you can reply STOP to opt out of SMS (which may affect our ability to update you). Marketing communications are governed by our Privacy Policy and can be unsubscribed at any time.

7. Fees and payment

7.1 What you pay. The total price shown at checkout is made up of (a) the Service Fee, (b) the Government Fee, and (c) any optional add-ons you select (for example, expedited handling or courier delivery). Each component is itemized before you pay.

7.2 Government Fee pass-through. We collect the Government Fee from you and remit it to the government on your behalf, typically using our own corporate payment cards or accounts. We do this as your agent and for your convenience. The Government Fee is set by the government, is not a E Passport Online Center charge, and may change without notice; if the government fee increases after you order but before we submit, we will ask you to pay the difference before proceeding, and you may cancel for a refund of the unpaid portion. We do not mark up Government Fees.

7.3 Currency and conversion. Prices are displayed in the currency shown at checkout. Where a Government Fee is charged in another currency, we convert it at the rate applicable when we remit it, and small differences may occur. Your bank may charge foreign transaction fees.

7.4 Authorization. By providing a payment method you authorize us and our payment processor to charge the full Order amount, and any subsequent amounts you approve (such as a Government Fee increase or add-on), to that payment method. Payments are processed by third-party payment providers; we do not store your full card number.

7.5 Statement descriptor. Charges will appear on your card or bank statement as COMMAS (our payment processor's descriptor), not as "E Passport Online Center." Please check your statement for this descriptor before disputing a charge. If you do not recognize a charge, contact us first at billing@epassportonlinecenter.com and we will identify it for you.

7.6 Taxes. Prices exclude taxes unless stated. You are responsible for any taxes, duties, or bank charges that apply.

7.7 Chargebacks. If you initiate a chargeback for a charge that was properly authorized and for which we have performed or begun performing the Service, we may (a) provide the card network with your Order details, communications, and submission records as evidence, (b) suspend work on any open Orders, and (c) recover from you our reasonable costs of responding, in addition to any amount owed.

8. Cancellation, refunds, and outcomes

We want you to understand exactly when a refund is and is not available. This Section applies to the fullest extent permitted by the consumer-protection laws of your jurisdiction, which may grant you additional rights that we honor.

8.1 Before we begin work. You may cancel for a full refund of the Service Fee and any unremitted Government Fee at any time before we begin substantive work on your Application. Because we begin work promptly after payment (usually within hours, and immediately for expedited orders), the cancellation window may be very short.

8.2 After we begin work, before submission. If you cancel after we have begun preparing your Application but before we submit it to the government, we will refund any Government Fee that has not yet been remitted and will refund the Service Fee less a reasonable charge for work completed, which will not exceed 50% of the Service Fee.

8.3 After submission. Once an Application has been submitted to the government, the Service Fee is earned and non-refundable, and the Government Fee has been remitted and is non-refundable, regardless of the outcome or of any change in your plans.

8.4 Government Fees are never refundable once remitted. Governments do not refund application fees, including when an Application is denied, withdrawn, delayed, or rendered unnecessary. Because we pay these fees on your behalf with our own funds, we cannot refund them once paid.

8.5 If your Application is refused. If the government refuses an Application we submitted, we will, at no additional Service Fee, review the reason for refusal and, where a resubmission or correction is possible and you wish to proceed, prepare and submit it. You will be responsible for any new Government Fee. If resubmission is not possible or you choose not to proceed, we will refund [50%] of the Service Fee as a goodwill gesture where the refusal was not caused by inaccurate, incomplete, or fraudulent information you provided, an undisclosed criminal or immigration history, or a discretionary decision of the government unrelated to the Application's preparation.

8.6 If we make an error. If an Application is refused or materially delayed because of an error we made in preparing or submitting it, we will correct and resubmit it at our expense, including any new Government Fee, or refund the Service Fee in full at your election. This is your sole remedy for our errors.

8.7 Processing times. All processing times, including expedited options, are estimates based on current government performance and are not guarantees. Government delays, requests for additional information, interviews, security checks, holidays, strikes, system outages, and backlogs are outside our control and do not entitle you to a refund. Where we sell an expedited handling option, that option describes the speed of our work; the government's processing time is separate.

8.8 Duplicate or unnecessary orders. If you already hold a valid document, are exempt from the requirement, or place a duplicate Order, we will refund the Service Fee in full if you tell us before we submit, and the unremitted Government Fee in all cases.

8.9 How refunds are paid. Refunds are issued to the original payment method within 10 business days of approval. Your bank may take additional time to post them.

8.10 Requesting a refund. Email refunds@epassportonlinecenter.com with your Order number. We aim to respond within 2 business days.

9. Physical documents and couriers

Where the Service includes handling physical passports or documents, you consent to us and our courier partners receiving, holding, and transporting them. We take reasonable care of documents in our custody, but you acknowledge that documents can be lost, damaged, or delayed in transit. Our liability for loss of a document is limited to reimbursing the government fee for replacing it and refunding the Service Fee for the affected Order. We recommend selecting tracked, insured shipping where offered. Risk of loss passes to you when the courier records delivery to the address you provided.

10. Third-party services

The Service relies on third parties we do not control, including government portals, payment processors, identity-verification providers, couriers, and outsourced customer-support providers. Their availability, performance, and terms are outside our control. Links to third-party sites are provided for convenience and do not imply endorsement.

11. Intellectual property

The Service, including its text, design, software, logos, and content, is owned by E Passport Online Center or its licensors and is protected by copyright, trademark, and other laws. We grant you a limited, revocable, non-transferable license to use the Service for your personal, non-commercial purpose of obtaining travel documents. You may not copy, scrape, reverse-engineer, resell, or create derivative works from the Service. "E Passport Online Center" and our logos are our trademarks; government names, seals, and marks belong to their respective governments, and their appearance on our site is for identification only.

12. Prohibited conduct

You may not: submit false information or documents; impersonate any person; place Orders for people without their authority; use bots, scripts, or automated means to access the Service; interfere with the security or operation of the Service; use the Service to violate any law or the rights of others; or resell or commercially exploit the Service without our written agreement.

13. Suspension and termination

We may refuse, suspend, or cancel any Order or account, with or without notice, if we reasonably believe you have breached these Terms, provided false information, engaged in fraud or abuse, or if we are unable to perform the Service for legal or practical reasons. If we cancel an Order for reasons other than your breach, we will refund the Service Fee and any unremitted Government Fee. You may close your account at any time; open Orders remain subject to Section 8.

14. Disclaimer of warranties

To the fullest extent permitted by law, the Service is provided "as is" and "as available." We disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, title, non-infringement, accuracy, and uninterrupted or error-free operation. We do not warrant that any Application will be approved, that any document will be issued by any date, that government fees or requirements will not change, or that the Service will meet your requirements. Information on our site about government requirements, fees, and processing times is provided for general guidance, may be out of date, and should be verified with the relevant government.

Some jurisdictions do not allow the exclusion of implied warranties, so some of the above may not apply to you.

15. Assumption of risk

You acknowledge that travel document processing involves inherent uncertainty and that governments may change requirements, deny applications, or delay processing for reasons that are not disclosed. You assume the risk of travel disruption, non-refundable bookings, missed events, and other consequences of an Application being delayed or refused, and you agree to plan your travel accordingly.

16. Limitation of liability

To the fullest extent permitted by law:

16.1 No indirect damages. E Passport Online Center and its owners, officers, employees, contractors, agents, and affiliates will not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, or for lost profits, lost revenue, lost travel, missed events, non-refundable bookings, lost opportunities, or loss of data, arising out of or related to the Service or these Terms, even if advised of the possibility of such damages.

16.2 Cap. Our total liability to you for all claims arising out of or relating to the Service or these Terms will not exceed the Service Fee you paid to us for the Order giving rise to the claim. Government Fees are excluded from this cap because they are remitted to a third party on your behalf.

16.3 Basis of the bargain. You agree that the limitations in this Section are a fundamental basis of the bargain and that we would not offer the Service at its price without them.

Some jurisdictions do not allow certain limitations of liability, so some of the above may not apply to you. Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be limited by law.

17. Indemnification

You agree to defend, indemnify, and hold harmless E Passport Online Center and its affiliates, officers, employees, contractors, and agents from any claims, losses, liabilities, damages, fines, and expenses (including reasonable attorneys' fees) arising out of or related to: (a) information or documents you provided; (b) your breach of these Terms or of any law; (c) your Application or travel; (d) any Order you placed for another person; or (e) any chargeback or payment dispute you initiate in bad faith.

18. Governing law

These Terms and any dispute arising out of or relating to them or the Service are governed by the laws of the State of Florida and applicable U.S. federal law, without regard to conflict-of-law rules, except that the Federal Arbitration Act governs Section 19. If you are a consumer residing in the European Union, the United Kingdom, or another jurisdiction whose mandatory consumer laws apply, you also benefit from those laws.

19. Dispute resolution: informal resolution, binding arbitration, and class-action waiver

Please read this Section carefully. It affects your legal rights.

19.1 Informal resolution first. Before starting any formal proceeding, you agree to contact us at legal@epassportonlinecenter.com with a written description of the dispute and the relief you seek. We will do the same if we have a claim against you. The parties will make good-faith efforts to resolve the dispute within 45 days. Most disputes are resolved this way.

19.2 Binding arbitration. If the dispute is not resolved informally, it will be resolved by binding individual arbitration administered by the American Arbitration Association ("AAA") under its Consumer Arbitration Rules. The arbitrator's decision is final and may be entered as a judgment in any court of competent jurisdiction. The arbitration will be conducted in English. Hearings, if any, will take place in Miami-Dade County, Florida, by video, or in your county of residence, at the arbitrator's discretion. AAA's rules and fee schedule are available at adr.org. For claims under USD 10,000, we will reimburse your filing fee if the arbitrator does not find the claim frivolous.

19.3 Small claims. Either party may instead bring an individual claim in small-claims court in Miami-Dade County, Florida, or your county of residence, if the claim qualifies.

19.4 Class-action waiver. You and E Passport Online Center agree that each may bring claims against the other only in an individual capacity, and not as a plaintiff or class member in any purported class, collective, consolidated, or representative proceeding. The arbitrator may not consolidate claims or preside over any form of representative proceeding. If this waiver is found unenforceable as to a particular claim, that claim (and only that claim) will proceed in court, and the remainder of this Section remains in effect.

19.5 Jury waiver. To the extent any claim proceeds in court, you and E Passport Online Center each waive any right to a jury trial.

19.6 Opt-out. You may opt out of arbitration by emailing legal@epassportonlinecenter.com within 30 days of first accepting these Terms with your name, Order number, and a clear statement that you opt out. Opting out does not affect any other part of these Terms.

19.7 Exceptions. Either party may seek injunctive relief in court to protect intellectual property or prevent unauthorized use of the Service.

19.8 Time limit. Any claim must be brought within one year after it arises, or it is permanently barred, to the extent permitted by law.

19.9 Venue for non-arbitrable matters. Any matter not subject to arbitration will be brought exclusively in the state or federal courts located in Miami-Dade County, Florida, and you consent to their jurisdiction.

20. Consumer rights in specific jurisdictions

20.1 European Union and United Kingdom. If you are a consumer in the EU or UK, you may have a 14-day right to withdraw from a distance contract. By placing an Order for a service that begins immediately, you expressly request that we begin performance before the withdrawal period ends and acknowledge that you lose the right to withdraw once the Service has been fully performed, and that if you withdraw during performance you must pay for the work done up to that point (Section 8.2). Nothing in these Terms affects your statutory rights, including rights to services performed with reasonable care and skill. EU consumers may also use the European Commission's online dispute-resolution platform at ec.europa.eu/consumers/odr.

20.2 California. Under California Civil Code § 1789.3, California residents may contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs in writing at 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, or by telephone at (800) 952-5210.

20.3 Australia. Nothing in these Terms excludes guarantees under the Australian Consumer Law that cannot lawfully be excluded.

21. Force majeure

We are not liable for any failure or delay caused by events beyond our reasonable control, including government actions, changes in law, embassy or consulate closures, system outages, strikes, pandemics, natural disasters, war, civil unrest, courier failures, or payment-network outages. If such an event prevents us from performing an Order, we will refund the Service Fee and any unremitted Government Fee.

22. Changes to the Service and these Terms

We may modify the Service, our prices, or these Terms at any time. Changes to these Terms take effect when posted, and the "Last updated" date will change. Material changes affecting open Orders will not apply to those Orders without your consent. Your continued use after changes are posted constitutes acceptance.

23. General

23.1 Entire agreement. These Terms, together with our Privacy Policy and the Order details shown at checkout, are the entire agreement between you and E Passport Online Center regarding the Service and supersede any prior agreements.

23.2 Severability. If any provision is found unenforceable, it will be enforced to the maximum extent permitted and the remainder will remain in effect.

23.3 No waiver. Our failure to enforce any provision is not a waiver of our right to do so later.

23.4 Assignment. You may not assign these Terms. We may assign them to an affiliate or successor.

23.5 Electronic contracting. You agree that clicking to accept, placing an Order, or using the Service constitutes your electronic signature and consent to contract electronically.

23.6 Language. These Terms are written in English. Any translation is for convenience only; the English version controls.

23.7 Survival. Sections 7, 8, 9, 14 through 19, and 23 survive termination.

24. Contact us

A Group Holdings South LLC d/b/a E Passport Online Center
2500 Biscayne Blvd
Miami, FL 33137, United States

General: contact@epassportonlinecenter.com
Billing and refunds: refunds@epassportonlinecenter.com
Legal notices: legal@epassportonlinecenter.com
Phone: +1 385-567-1008