Service Delivery Policy

1. Scope of this policy

This policy applies to services purchased, requested or arranged through AfricaTourVisa where AfricaTourVisa is responsible for providing assistance, processing, coordination or customer support.

A particular service may also have additional requirements or conditions shown on the relevant service page, application form, order summary or checkout page.

2. Services covered by this policy

Depending on availability, AfricaTourVisa services may include:

3. General service delivery process

The exact process depends on the service, but delivery will generally follow stages similar to the following:

4. When service delivery begins

A service may begin when AfricaTourVisa has received the information, payment and documents reasonably required to start processing.

For some services, processing may begin automatically after payment or form submission. For others, additional review may be required first.

If required information is missing, service delivery may be paused until the customer provides the missing information.

5. Customer information and accuracy

Customers are responsible for providing information that is accurate, complete and current.

Before submission, customers should carefully check:

• full names;
• nationality;
• passport details;
• date of birth;
• travel dates;
• destination;
• contact information;
• service type;
• supporting documents;
• payment information.

Incorrect or incomplete information may result in delays, extra work, additional costs, inability to provide the service or problems with a third-party provider.

6. Supporting documents

Some services cannot be delivered until required documents have been received.

Depending on the service, documents may include:

• passport copy;
• passport photograph;
• flight details;
• hotel reservation;
• invitation or host information;
• proof of travel arrangements;
• other documents relevant to the service.

Customers should submit clear and valid documents that satisfy the requirements communicated for the service.

7. Processing and delivery times

Any processing or delivery time shown by AfricaTourVisa should be treated as an estimate unless expressly confirmed as a fixed contractual deadline.

Delivery times may depend on:

• the type of service;
• customer response time;
• document completeness;
• payment confirmation;
• service demand;
• weekends and public holidays;
• third-party provider response;
• government processing;
• technical availability;
• unexpected operational circumstances.

8. Delivery of visa-support services

AfricaTourVisa visa-support services may include reviewing submitted information, assisting with application preparation, explaining requirements, identifying missing information and providing administrative support.

Completion of AfricaTourVisa's support service does not mean that the government application itself has been approved.

Government authorities may:

• request additional information;
• change requirements;
• delay processing;
• refuse an application;
• alter visa validity or permitted stay;
• conduct additional checks.

These decisions remain outside AfricaTourVisa's control.

9. Travel, hotel and transport services

Where AfricaTourVisa arranges or supports travel-related services, delivery may depend on availability from independent suppliers.

These services may include:

• hotel accommodation;
• airport pickup;
• private transfers;
• car rental;
• tours;
• other travel services.

A service is subject to confirmation where supplier availability is required.

Supplier-specific conditions may apply in addition to AfricaTourVisa's own service terms.

10. Third-party service providers

AfricaTourVisa may rely on independent third parties in order to complete some services.

These may include:

• government authorities;
• hotels;
• transport providers;
• drivers;
• tour operators;
• payment providers;
• technology providers;
• other travel-service suppliers.

Where the actual service is supplied by a third party, AfricaTourVisa cannot guarantee actions, availability or decisions that are solely controlled by that provider.

11. Delays and circumstances outside our control

Service delivery may be delayed by circumstances including:

• missing or incorrect customer information;
• customer delays in responding;
• government processing delays;
• supplier unavailability;
• flight schedule changes;
• payment verification;
• technical outages;
• public holidays;
• weather events;
• border closures;
• security incidents;
• events beyond reasonable operational control.

Where practical, AfricaTourVisa may provide updated information or alternative options if a delay materially affects an active service.

12. Changes requested after processing begins

Customers should review information carefully before confirming an order or application.

Changes requested after processing has begun may:

• cause additional delay;
• require additional work;
• require a new third-party booking;
• require a new government application;
• create additional service or supplier fees;
• be impossible once information has already been submitted externally.

Contact support as quickly as possible if a correction is required.

13. When a service is considered delivered

The point at which a service is considered delivered depends on the service purchased.

Examples may include:

• completion of the agreed administrative support;
• submission or preparation of an application where that is the purchased service;
• delivery of a requested document;
• confirmation of a travel booking;
• completion of an airport transfer or transport service;
• provision of the agreed travel-planning assistance.

For visa-support services, government approval is not necessarily the event that determines completion of AfricaTourVisa's own service.

14. Customer communication

AfricaTourVisa may communicate about service delivery using the contact details supplied by the customer.

Communications may include:

• order confirmation;
• payment confirmation;
• requests for missing information;
• application or booking updates;
• delivery confirmation;
• service-support messages.

Customers are responsible for providing a working email address, telephone number or other requested contact method and for checking relevant communications.

15. Cancellation, non-delivery and refunds

Cancellation or refund rights depend on the service, the stage of delivery and costs already incurred.

Where work has already begun or third-party charges have been incurred, some amounts may not be refundable, subject to applicable law and the relevant service conditions.

Full refund information is available in our Refund Policy .

Payment information is available in our Payment Policy .

16. If a service cannot be delivered as expected

If AfricaTourVisa cannot provide a service in the expected manner, the appropriate response may depend on the reason and the work already completed.

Possible responses may include:

• requesting additional information;
• offering an alternative service where available;
• providing an updated delivery estimate;
• referring the customer to the responsible third party;
• considering cancellation or refund eligibility where appropriate.

17. Complaints about service delivery

If you believe AfricaTourVisa has not delivered a service in accordance with the applicable service description or agreed conditions, contact us with the relevant order or application reference.

Formal complaint information is available in our Complaints Policy .

18. Changes to this Service Delivery Policy

AfricaTourVisa may update this policy when services, delivery methods, suppliers, application processes, technology or operational practices change.

The current version published on this page applies to services ordered after publication, subject to applicable law and any specific service conditions presented during the order process.