Client Service Agreement

Introduction

This Client Service Agreement ("Agreement") is entered into between Gateway Visa Consultants (Pvt) Ltd ("Gateway", "Company", "we", "us", or "our") and the individual or entity registering for our Client Portal and/or engaging our professional visa consultancy services ("Client", "you", or "your").

This Agreement sets out the terms and conditions that govern your use of the Gateway Visa Consultants Client Portal, our professional services, and the contractual relationship between us. By registering for the Client Portal, engaging our services, or accepting this Agreement electronically, you agree to be bound by all the terms contained herein.

We recommend that you read this Agreement carefully before proceeding. If you have any questions, please contact us using the details provided in the contact section of this Agreement.

Client Account Registration

To access the Gateway Visa Consultants Client Portal and engage our services, you must:

• Be at least 18 years of age.
• Provide accurate, complete, and truthful personal and contact information during registration.
• Maintain the confidentiality of your account credentials.
• Notify us immediately of any unauthorised use of your account.
• Update your account information promptly if any details change.

You are solely responsible for all activities that occur under your Client Portal account. We reserve the right to suspend or terminate your account if we suspect any unauthorised use or breach of this Agreement.

Portal Registration & Commencement of Services

Registration on the Gateway Visa Consultants Client Portal constitutes the commencement of our professional relationship and establishes the terms under which we will provide our services to you.

By completing the registration process and accepting this Agreement, you acknowledge and agree that:

• You have read, understood, and accepted this Client Service Agreement.
• You have read, understood, and accepted the Company's Terms & Conditions, Privacy Policy, and Refund Policy.
• You understand that our professional services are subject to the terms outlined in this Agreement.
• You are entering into a legally binding agreement with Gateway Visa Consultants (Pvt) Ltd.

Services will commence only after successful registration and, where applicable, payment of the agreed fees.

Service Details & Scope

Gateway Visa Consultants provides professional visa consultancy and advisory services, including but not limited to:

• Visa eligibility assessments
• Documentation review and guidance
• Application form assistance
• Visa interview preparation
• Refusal case analysis and reapplication support
• General immigration advice and guidance
• Access to the Client Portal for document management and communication

The specific services to be provided to you will be outlined in your service package or engagement letter. Any additional services requested beyond the original scope may incur additional fees.

Service Package & Invoice

Following your registration and consultation, we will provide you with a service package detailing the specific services to be provided and the associated fees. This package will be made available through your Client Portal.

We will issue an invoice for the agreed fees, which must be paid in accordance with our payment terms. Services will commence upon receipt of the first payment unless otherwise agreed in writing.

Fees & Third-Party Charges

Our professional fees are clearly communicated to you before any services are provided. All fees are payable in Sri Lankan Rupees (LKR) or as otherwise agreed.

In addition to our professional fees, you are responsible for all third-party costs associated with your visa application, including but not limited to:

• Government application fees
• Embassy and consulate fees
• VFS Global service charges
• Medical examination fees
• Courier and postage charges
• Translation and notarisation fees
• Bank charges and currency conversion fees
• Any other ancillary costs

These third-party charges are non-refundable and are your sole responsibility.

Client Responsibilities

As our client, you agree to:

• Provide accurate, complete, and truthful information at all times.
• Notify us promptly of any changes to your personal information, circumstances, or application status.
• Respond to our communications in a timely manner.
• Provide all requested documents and information within the specified timeframes.
• Comply with all applicable laws, regulations, and immigration requirements.
• Keep your Client Portal account credentials secure and confidential.
• Be responsible for the accuracy and completeness of all documents and information you provide.
• Indemnify and hold us harmless from any claims, losses, or damages arising from your failure to provide accurate information.

Document Submission Through Client Portal

You agree to submit all required documents through the Gateway Visa Consultants Client Portal in the manner and format specified by us.

You are responsible for ensuring that all documents submitted through the Client Portal are clear, legible, complete, and meet the requirements of your destination country's immigration authorities.

We will review documents submitted through the Client Portal and provide guidance as part of our professional services. However, we are not responsible for any errors, omissions, or inaccuracies in documents submitted by you.

No Guarantee of Visa Approval

Gateway Visa Consultants provides professional advisory and support services only. We do not guarantee that your visa application will be approved, processed within a specific timeframe, or granted with any particular conditions.

Visa decisions are made solely by the relevant embassy, consulate, or immigration authority. We have no control over their decisions, processing times, or requirements.

You acknowledge and agree that payment of our professional fees does not guarantee visa approval or any specific outcome. We do not offer refunds or compensation based on visa application outcomes.

Privacy & Processing of Personal Information

We collect, use, and protect your personal information in accordance with our Privacy Policy, which is incorporated into this Agreement by reference.

By registering for the Client Portal and engaging our services, you consent to the collection, use, and processing of your personal information as described in our Privacy Policy.

We may share your personal information with third parties where necessary to provide our services, including with embassies, immigration authorities, and relevant service providers.

For more information, please refer to our Privacy Policy.

Incorporation of Company Policies

This Agreement incorporates by reference the following Company policies and documents, which form an integral part of this Agreement:

• Terms & Conditions – Governing the use of our website and general interactions.
• Privacy Policy – Governing the collection, use, and protection of your personal information.
• Refund Policy – Governing payments, refunds, and cancellations.
• Client Service Agreement – This document, governing the client-consultant relationship.

By accepting this Agreement, you confirm that you have read, understood, and accepted all these policies.

Electronic Acceptance

You acknowledge and agree that your electronic acceptance of this Agreement through the Client Portal registration process has the same legal effect as a physical signature on a paper agreement.

Your electronic acceptance constitutes a legally binding agreement between you and Gateway Visa Consultants (Pvt) Ltd, enforceable in accordance with applicable laws.

You agree that your electronic acceptance will be retained as a record of your agreement to these terms.

Electronic Communications

By registering for the Client Portal, you consent to receive electronic communications from Gateway Visa Consultants, including but not limited to:

• Service updates and notifications
• Application progress updates
• Document requests and reminders
• Invoices and payment confirmations
• Policy updates and important notices
• General administrative communications

You agree that electronic communications satisfy any legal requirement that communications be provided in writing.

Authorization to Communicate & Liaise

By registering for the Client Portal and engaging our services, you authorise Gateway Visa Consultants to communicate with relevant third parties on your behalf, including but not limited to:

• Embassies, consulates, and immigration authorities
• Educational institutions (for student visa applications)
• Employers and business partners (for work and business visa applications)
• Medical professionals (where health assessments are required)
• Other relevant service providers and authorities

This authorisation is limited to the scope of your visa application and the services we are providing to you.

Refunds

Refunds are subject to our Refund Policy, which is incorporated into this Agreement by reference.

As a general rule, our professional fees are non-refundable once work has commenced or advice has been provided. Third-party fees, including government and embassy fees, are also non-refundable.

For more information, please refer to our Refund Policy.

Commencement & Termination of Services

Our services commence upon:

• Your successful registration on the Client Portal, and
• Acceptance of this Agreement, and
• Payment of the agreed fees (where applicable).

We may terminate our services if:

• You fail to provide accurate or complete information.
• You fail to make payment in accordance with our payment terms.
• You breach any term of this Agreement.
• We are unable to continue providing services for legal or regulatory reasons.
• You request termination of services.

Upon termination, we will cease work on your application and provide you with any work completed up to that point, subject to payment of outstanding fees.

Electronic Records & Version Control

We will maintain electronic records of your Client Portal registration, this Agreement, and all communications and documents submitted through the portal. These records serve as the official version of your engagement and will be stored securely.

The electronic records maintained by Gateway Visa Consultants will be considered the definitive version in the event of any discrepancies between portal records and physical documents.

Document Hierarchy & Service Terms

In the event of any conflict between the terms of this Client Service Agreement and any other document, the following hierarchy shall apply:

1. Client Service Agreement – This Agreement governs the overall client-consultant relationship.
2. Terms & Conditions – Governs the use of our website and general interactions.
3. Service Package / Engagement Letter – Specific terms for the services provided to you.
4. Privacy Policy and Refund Policy – Specific policies governing privacy and payments.

Any specific terms agreed in writing between you and Gateway Visa Consultants will prevail over standard terms in this Agreement.

Governing Law & Dispute Resolution

This Agreement and the relationship between you and Gateway Visa Consultants shall be governed by and construed in accordance with the laws of the Republic of Sri Lanka.

Any disputes arising from or relating to this Agreement or our services shall be subject to the exclusive jurisdiction of the courts of Sri Lanka.

We encourage you to contact us first to resolve any concerns before initiating legal proceedings.

Entire Agreement

This Agreement, together with the documents incorporated by reference (Terms & Conditions, Privacy Policy, and Refund Policy), constitutes the entire agreement between you and Gateway Visa Consultants regarding your use of the Client Portal and our professional services.

This Agreement supersedes all prior negotiations, representations, or agreements, whether written or oral, relating to the subject matter of this Agreement.

Client Acknowledgement & Electronic Acceptance

By registering for the Gateway Visa Consultants Client Portal and accepting this Agreement electronically, you acknowledge and agree that:

• You have read, understood, and accepted this Client Service Agreement in its entirety.
• You have read, understood, and accepted the Company's Terms & Conditions.
• You have read, understood, and accepted the Company's Privacy Policy.
• You have read, understood, and accepted the Company's Refund Policy.
• You understand that Gateway Visa Consultants cannot guarantee visa approval.
• You confirm that all information you provide will be accurate, complete, and genuine.
• You understand that professional services commence upon registration and acceptance of this Agreement.
• You agree that electronic acceptance constitutes your legally binding agreement.

This acknowledgement is displayed for informational purposes. Full acceptance occurs during the Client Portal registration process.