Public offer

This document is the official public offer (the “Offer”) of the DocPicasso service (the “Provider”) to enter into a contract for the provision of services for a fee, on the terms set out below, with any legally capable individual who accepts those terms (the “Client”).

The Offer is written so that each party clearly understands who is responsible for what, what happens at each stage and what to do if there is a disagreement.

Language of the Offer. The Russian text is the original of this Offer: it is drafted and amended first, and the texts in the other languages are translations published for convenience. The contract may be concluded in any of the languages in which the Offer is published on the website: Russian, English, Spanish, Czech, German, Italian, Polish, French, Portuguese and Turkish. A Case is conducted in the language of the Chat: the Client writes in their own language and receives replies in the same language, and machine translation may be used in the correspondence. If there is any discrepancy between a translation and the Russian text, the Russian text prevails.

This rule does not apply against a consumer Client: if the translation the Client relied on gave them more rights or promised more than the Russian text, the translation applies.

Each language version states the date of its revision. Amendments to the Russian text apply to contracts concluded in another language from the date the updated translation is published; until then, the previously published translation applies.

1. Definitions

• —DTV — Destination Thailand Visa, a long-term visa of the Kingdom of Thailand for remote workers, freelancers and specialists.
• —the Services — the Provider’s services under section 2: support of DTV processing (clause 2.1), additional services (clause 2.3) and the one-off services under clauses 2.5 and 2.6.
• —the filing consulate — the Thai consulate in the country agreed by the parties for a particular Client’s filing.
• —the document package — the filing package compiled by the Provider from the documents and information provided by the Client, together with the application forms prepared on their basis. The “Work” and “Finances” blocks are formed from the Client’s documents about their employment and their financial means.
• —the Client’s package — a DTV filing package assembled by the Client independently (without the Provider’s involvement) and handed to the Provider for checking under clause 2.5; unlike the document package, it is not compiled by the Provider.
• —the Check Protocol — the written document issued on the results of the check of the Client’s package (clause 2.5); on the website it may also be called a “written report” (in the text also — “the Protocol”).
• —additional request — a request by the consulate for further documents or clarifications; a routine stage of the review process that does not constitute a refusal.
• —the Chat — the conversation with the Client in Telegram or WhatsApp (or another channel agreed by the Parties) in which the Provider runs the Case. The Chat is the official channel of communication on the Case: in it the Parties exchange documents and make the agreements, confirmations and notifications provided for by this Offer (clause 10.9). Messages sent through other channels (email, social media) do not constitute official correspondence on the Case until they are duplicated in the Chat.
• —the Case — the matter of a single applicant or of a family (legally married spouses and children) applying together, which the Provider handles from the agreement of terms through to the result.
• —Business days — Monday to Friday.
• —the Workshop — the DocPicasso service; in this Offer the words “the Provider” and “the workshop” have the same meaning.

2. Subject of the contract

2.1. Support of DTV processing

Support of DTV processing includes:

1. 1.Checking the Client’s data and documents against the requirements of the DTV visa.
2. 2.Determining the filing consulate on the basis of the Client’s data (citizenship, the country where the Client is currently located, travel history) and the current requirements of the consulates.
3. 3.Preparing the document package (the “Work” and “Finances” blocks) for the Case reference date (section 4), including translations of the documents in the package and their certification to the extent performed on the Provider’s side; the requirements of the consulate of filing as to the form of translations and certifications are agreed by the Parties in the Chat separately for each consulate.
4. 4.Support of the submission of the application to the consulate.
5. 5.Preparing responses to the consulate’s additional requests within 1–2 business days from the moment the Provider has confirmed in the Chat that it has received all the materials required from the Client; for complex additional requests the period is longer — the Provider notifies the Client of this in the Chat.
6. 6.Informational support of the Client through to the result on the filed application, including reminders of key deadlines.

Establishing the authenticity of the Client’s documents is not part of the Services: the Provider does not carry it out and expresses no judgement on authenticity. If, while working with the documents, the Provider has doubts about the accuracy of the documents or information provided, it informs the Client of the nature of the doubt (what exactly raises the question — for example, figures or dates that do not agree), without drawing conclusions about its causes. The decision on whether to use a document about which a doubt has been raised is made by the Client; the composition and form of the document package remain a matter of the Provider’s professional methodology (section 6). The Client is responsible for the accuracy of the documents and information they provide (section 7); the consequences of inaccuracy for the consulate’s decision are governed by clauses 9.2 and 9.4.

2.2. What is NOT included in the DTV services

The following is not included in the services under clause 2.1 and is paid for/performed by the Client independently:

• —The consular fee — paid by the Client separately, directly to the consulate, for each applicant. The amount of the fee is set by the filing consulate, differs between consulates and may change; the Provider informs the Client of the current amount on request.
• —Air tickets, accommodation bookings, insurance, roaming.
• —Extension of the stay stamp inside Thailand, border runs, opening a Thai bank account, tax support, Thai driving licences and other matters unrelated to obtaining the DTV visa.
• —Visas of other categories and countries — they are not part of the DTV services; individual destinations are provided as additional services (clause 2.3).
• —Notarisation, legalisation, apostille and sworn translations which, under the requirements of the consulate of filing, are performed in the Client’s country by a notary, a sworn translator or state authorities — the Client arranges and pays for these independently; the Provider states what exactly is required and prepares the documents for such certification.

What is listed in clause 2.2 is not included in the DTV services, and the Provider is not responsible for the result on these matters, although on some of them it provides reference information as a matter of goodwill. Some of the items listed may be ordered as an additional service (clause 2.3).

2.3. Additional services

In addition to DTV support, the Provider provides separate additional services, including:

• —VIP Fast Track — meeting the Client at the airport and accompanying them through passport control and the obtaining of entry stamps;
• —Visas for other countries and destinations — preparation and filing of documents for the destinations published on the website or agreed in the Chat;
• —DTV processing with filing through persons engaged by the Provider — at a consulate available to the Client under the current requirements of the consulates, for applicants who meet those requirements; provided on individual terms which the Provider sends to the Chat before payment and which are deemed agreed in the manner set out in clause 3.3. Section 4 and clauses 5.1–5.3, 5.7, 8.1–8.12 and 9.1–9.5 do not apply to this service unless the terms provide otherwise; clauses 5.4–5.6, 5.8 and 9.6–9.10 apply. The right of withdrawal under clause 3.4 is retained; the consequences of withdrawal after the Provider has confirmed in the Chat that work has begun are determined by the terms. The procedure for paying the consular fee, the filing procedure and any access of the engaged persons to the Client’s accounts are described in the terms;
• —other one-off services, the scope of which the parties record in the Chat.

Terms applying to additional services:

• —the scope, timeframes, price and payment procedure for each additional service are agreed in the Chat; in this part the contract is concluded by acceptance under section 3. Sections 4 and 5 describe the working procedure for DTV and apply to additional services only to the extent agreed in the Chat;
• —the Provider may engage third parties to perform particular stages, while remaining a single point of contact for the Client and being responsible for organising the process;
• —the review periods for applications, the list of requirements and the final decisions are determined by the border, immigration and consular authorities of the relevant country and are outside the Provider’s control (clauses 9.6, 9.10); the timeframes stated by the Provider are indicative and may be changed by those authorities;
• —the guarantees and refund procedure set out in sections 8 and 9 apply only to support of DTV processing (clause 2.1); for additional services the Provider’s liability is limited to the price of the relevant service; the one-off services under clauses 2.5 and 2.6 are governed by the terms of those clauses and by clause 8.12;
• —the VIP Fast Track service is deemed rendered from the moment the accompanying person arrives at the agreed place and time, if the accompaniment did not take place for reasons attributable to the Client or to the authorities; in the event of a flight delay the Parties agree a rescheduling in the Chat; the actions of border, immigration and consular authorities are not reasons attributable to the Provider;
• —the Client’s cancellation of an additional service. An order is deemed confirmed once the scope, price and — for services with a date — the date and time of the service have been agreed in the Chat together with payment for it. Before organisation begins, amounts paid for the service are refunded in full; if the Client cancels after organisation or provision has begun, the refund is made less the value of the part performed and the organisational costs actually incurred by the Provider (booking, coordination, preparation and attendance on site), which may amount to up to 100% of the price of the service. For services with an agreed date and time, organisation begins from the moment the order is confirmed, and the organisational costs incurred are non-refundable. The Provider informs the Client in the Chat of what has been withheld;
• —if an additional service was not provided for reasons attributable to the Provider, the Client is refunded 100% of its price.

2.4. Nature and boundaries of the Services

The Provider works with documents and data: the Services under this Offer consist of preparing, checking and compiling documents, supporting their submission and providing reference information. The Provider does not give legal advice or prepare legal opinions, does not represent the Client before courts or state authorities (the technical handover of documents and payment of fees by persons engaged under clause 2.3 does not constitute representation), and does not provide audit, accounting, tax, financial or investment services. Such services are not part of the subject of the contract; where the Client needs them, the Client approaches the relevant specialists independently.

Reference information (clauses 2.1, 2.2, 8.7) is information about the consulates’ published requirements, procedures and observed practice. It is based on the Provider’s monitoring of consulate practice and its studying and collating of open sources and its own casework; it is provided for information purposes, reflects the state of affairs at the moment it is given and is not an opinion, an evaluation or a promise of a particular decision. Consulate procedures, requirements and practice change without notice and outside the Provider’s control (clauses 9.4, 9.6): a change occurring after such information has been given is not an error by the Provider and does not give rise to its liability.

This clause does not narrow the scope of work expressly listed in clauses 2.1, 2.3, 2.5 and 2.6 and does not affect the checklists, instructions, Check Protocols (clause 2.5), responses to additional requests (clause 2.6) and other materials the Provider prepares as part of that work: they are the result of paid work with the Client’s documents and data, not reference information within the meaning of the previous paragraph (liability for them is governed by sections 8–9, and for the one-off services by clauses 2.5, 2.6 and 8.12). Determining the filing consulate and preparing responses to additional requests are stages of preparing the document package and supporting its submission, performed on the basis of the Client’s data and the current requirements of the consulates. The decision to file the application and to make the trip is made by the Client.

2.5. Check of the Client’s package

A one-off service for a Client who has assembled a DTV filing package on their own and is preparing to file independently. The Provider checks the Client’s package against the published requirements of the filing consulate named by the Client and sends a written Check Protocol (section 1). On the website and in the Chat the service may be called the “Preflight Check”. The price is 300 USD per Client’s package (one applicant); payment — clause 5.7.

What is included. The Protocol contains: a list of the items of the Client’s package, each marked as compliant or non-compliant with the requirements of the filing consulate — as to completeness and as to substance (the type, form and period of the document; amounts, dates, consistency of the documents with one another); the discrepancies and inconsistencies found, naming the document in which each was found; the items on which, judging by the observed practice of the consulates, an additional request is likely; the results of the technical check of the financial documents for signs of alteration and inconsistencies. The Protocol may contain a numerical readiness mark for the Client’s package (on the website — the “readiness score”): it reflects the state of the Client’s package by the items of the Protocol at the time of the check and is not a forecast, an assurance or a promise of a particular decision by the consulate. If the Client’s package meets the requirements, the Protocol says so.

Boundaries of the service:

• —one Client’s package — one Protocol. The Client’s package is handed over in a single delivery, in the form agreed in the Chat — exactly as the Client would send it to the consulate; documents sent or replaced after the handover are not part of the check, and a new or supplemented Client’s package is a new service;
• —the check is performed without calls and without correspondence about the substance of the Client’s package or of the Protocol: the result of the service is the Protocol. Remedying the non-compliances found is not part of the service, and the Protocol contains no instructions on how to fix them: the Client remedies them independently or orders support of DTV processing (clause 2.1);
• —the filing consulate for the check is named by the Client; determining the filing route is not part of the service;
• —a Client’s package covering several applicants (a family) is not accepted for checking unless the scope and price of such a check have been separately agreed in the Chat;
• —the guarantees of clauses 8.1–8.11 (including free re-filing under clause 8.2, clauses 8.5 and 8.8, and the refund procedure under clause 8.9) and the refund under clause 9.3 do not apply to the service; refunds — clause 8.12; the Provider’s liability is limited to the price of the service. The decision on the application is made by the consulate (clauses 9.4, 9.6): the Protocol does not guarantee that the application will be accepted or approved.

Timeframe. The Protocol is sent in the Chat within 2 (two) business days from the moment the Provider has confirmed in the Chat that it has received the payment and the Client’s package in full (clause 5.7). If the check becomes more complicated, the Provider notifies the Client of a new deadline before the current one expires. The period is suspended while a document is being confirmed (paragraph below).

A document with signs of alteration. If the technical check shows signs of alteration or inconsistencies in a document, the Provider draws no conclusions about their causes: it asks the Client to confirm the document and itself proposes in the Chat a way of confirming it (which document or action will confirm the information) and a deadline. A confirmed document is checked in the ordinary way. If the document is not confirmed by the agreed deadline, the Protocol is issued for the rest of the Client’s package, and for that document only the nature of the discrepancy is stated (for example: “the figures in the bank statement do not add up”) — without listing where exactly and without instructions on how to fix it. In that case the service is deemed rendered and no refund is made. The Provider does not disclose the methods of the technical check.

Moment of performance. The service is deemed rendered at the moment the Protocol is sent in the Chat.

Credit on moving to full support. If a Client who has paid for the check orders support of DTV processing (clause 2.1), the 300 USD paid for the check is credited against the price of the Services: at the prices in effect at the time the balance is paid; with no time limit; once — against one Case of the same Client (the applicant whose Client’s package was checked); by way of credit only — the credited amount is not paid out in money. The credited amount covers the advance payment under clause 5.2 (which is not paid separately), and the remainder is credited at the time of full payment (clause 5.3). The credited amount is payment for check work already performed, so once credited it is non-refundable whatever the further outcome of the Case and does not carry over to another Case. Within the Case the credited amount takes on the role of the deposit (clauses 5.2, 8.9): for refunds under clause 8.9, the non-refundable amount retained from such a Client is the credited 300 USD — the deposit is not withheld a second time from the amounts paid in money, and refunds are calculated on the amounts paid in excess of the credited amount. The exception in clause 8.9 on refunding the deposit (the checklist has not yet been sent) does not apply to the credited amount: by that moment the check work has already been performed.

2.6. Preparing a response to an additional request on an application filed without the Provider’s involvement

A one-off service for a Client who filed a DTV application independently or with the involvement of third parties and has received an additional request from the consulate: the Provider prepares the text of the response to one additional request and the procedure for sending it. The price is 300 USD per additional request; payment — clause 5.7.

Terms of the service:

• —one additional request — one response. The service covers one additional request by the consulate on one application; a repeated or new additional request is a new service. Running the application through to the decision, responses to subsequent additional requests, deadline reminders and other actions on the case are not part of the service;
• —work only from the materials sent. The Provider prepares the response from the text of the additional request, the information about the filed application and the documents in the form in which the Client has sent them. The filed application and the Client’s account are not accessible to the Provider; the Client is responsible for the materials sent matching the application actually filed. A discrepancy between the response and the filed application caused by incomplete or inaccurate materials sent is not an error of the Provider;
• —timeframe. The service is accepted if, from the moment the payment is confirmed and all the materials have been received, at least 3 (three) business days remain before the response deadline set by the consulate. The Provider hands over the response in the Chat within 2 (two) business days from that moment; a notification of a new deadline is permitted only if the new deadline leaves the Client at least one business day to send the response before the consulate’s deadline. If the response cannot be prepared in time, the Provider says so immediately and refunds the payment in full (clause 8.12);
• —the Client sends it. The response is sent to the consulate by the Client themselves, through their own account, in the manner described by the Provider. The consequences of a delay in sending, of departing from the described manner and of changing the text of the response are borne by the Client;
• —the right to decline. The Provider may decline the service if there are signs that the materials or information sent are inaccurate, or if a response cannot be prepared from the materials sent; in that case the payment is refunded in full (clause 8.12);
• —the result is a document: the text of the response and the sending procedure. The service is deemed rendered at the moment they are sent in the Chat;
• —the guarantees of clauses 8.1–8.11 and the refund under clause 9.3 do not apply; refunds — clause 8.12; the Provider’s liability is limited to the price of the service. The decision on the application is made by the consulate and is outside the Provider’s control (clauses 9.4, 9.6).

3. How the contract is concluded (acceptance)

3.1. The contract is deemed concluded from the moment the Client performs any of the following actions (acceptance):

• —expresses agreement with the terms of this Offer in the Chat;
• —makes the advance payment (see section 5).

3.2. Acceptance means the Client’s full and unconditional acceptance of the terms of this Offer and is equivalent to signing the contract.

3.3. The contract is concluded by acceptance of this Offer; by default no separate written contract is executed. For particular services, special conditions or non-standard situations, the Parties may record individual terms in the Chat or in a separate document — at the Provider’s discretion. Individual terms are deemed agreed once the Provider has expressly and unambiguously confirmed them in a separate message in the Chat, or the Parties have set them out in a separate document; to that extent such terms prevail over the Offer.

3.4. Right of withdrawal of a consumer Client. A consumer Client (an individual ordering the Services for personal purposes), whatever the state of their residence, may withdraw from the contract within 14 (fourteen) days of the day it was concluded, without giving any reason. An unambiguous statement sent in the Chat or by email to hello@docpicasso.com is sufficient (the rule on the official channel in clause 10.9 does not apply to such a statement); the Client may use the form in Annex 1 but is not obliged to use it. After acceptance, the Provider confirms the conclusion of the contract in the Chat and sends the Client a file containing the text of the Offer in the version in force at the time of acceptance, in the Client’s language. A refund on a withdrawal statement is made within 14 (fourteen) days of the day the statement is received, in the manner set out in the last paragraph of clause 8.9.

By making the advance payment (clause 5.2), the Client expressly requests the Provider to begin providing the Services immediately, without waiting for the withdrawal period to expire, and is informed of the consequences of that request:

• —withdrawal declared before the checklist is sent (section 4, clause 2) — the Client is refunded 100% of what was paid, including the advance payment;
• —withdrawal declared after the checklist is sent — the Client pays an amount proportionate to the work performed by the time the statement is received; the amount of that payment is determined by clause 8.9, and the rest of what was paid is refunded;
• —the Services have been provided in full — the right of withdrawal ceases; the Services are deemed provided in full once the complete final document package has been handed over to the Client (clause 8.9).

For a consumer Client residing in Brazil, the rule of Article 49 of the Brazilian Consumer Protection Code applies in addition: if withdrawal is declared within 7 (seven) days of the day the contract was concluded, 100% of what was paid is refunded regardless of the stage of the work; from the 8th day onwards the general rules of this clause apply.

This clause does not limit any other rights of a consumer Client granted by the mandatory provisions of the state of their residence (clauses 8.11, 11.5).

4. Stages and working procedure

1. 1.Agreement of terms. The parties determine the composition of the applicants and the price of the Services, which is recorded in the Chat. The composition of the applicants in a Case is fixed at this stage; adding an applicant requires a separate agreement of terms and price.
2. 2.Advance payment. The Client makes the advance payment — it fixes the terms and reserves a slot in the workshop’s schedule. Within 3 (three) business days after the advance payment, the Provider sends the Client a personal checklist of documents and the requirements for each of them; from the moment the checklist is sent, the Provider is deemed to have started work. The filing route — the consulate and the procedure for submitting the document package — is determined by the Provider on the basis of the Client’s data and agreed with the Client in the Chat before preparation of the document package begins; the agreed route is accepted by the Client and is not revisited retroactively (clause 9.3).
3. 3.Documents from the checklist. The Client sends the documents from the checklist; within 3 (three) business days for each package sent, the Provider confirms completeness: which checklist items are closed (a document of the required type, form and period has been provided for the item), which are not closed and what is missing. The stage ends with the Provider’s confirmation in the Chat that all checklist items are closed. Such confirmation concerns completeness, is not a check of the substance of the documents (that is performed after full payment — clause 5.2) and is not a forecast of, or an assurance as to, the consulate’s decision.
4. 4.Full payment. Once all checklist items are closed, the Provider requests full payment; making that payment is an instruction to begin preparing the document package (clause 5.3).
5. 5.Preparation and filing. The Client buys a ticket — its date is fixed as the Case reference date, for which the document package is prepared and the filing is planned. The Provider prepares the document package for the reference date, hands the Client the final forms and documents so that the Client can check their own data, and supports the filing.
6. 6.Support through to the result. The Provider responds to additional requests and runs the Case until the consulate’s decision is received.

The completion dates for stages stated by the Provider are planned dates. If the Case becomes more complicated (including in the event of a complex additional request), the Provider notifies the Client in the Chat of a new deadline before the current one expires; the deadline stated in that notification replaces the planned one.

The document package is prepared for the reference date in effect at the time of its preparation. A subsequent change of the reference date at the Client’s initiative does not cancel the fact that the document package was delivered (clause 8.9); re-preparing the document package for a new date is a separate service, agreed in the Chat. If the need to change the date is caused by the Provider’s failure to meet a deadline it has stated (taking into account notifications of new deadlines), the re-preparation is performed free of charge.

5. Price and payment procedure

5.1. The price of the Services is agreed by the parties individually and recorded in the Chat (or in a document containing individual terms, clause 3.3); the price is agreed in USD unless the Parties have expressly specified another currency. This Offer sets only the amounts expressly named in it: the advance payment (clause 5.2) and the prices of the one-off services under clauses 2.5 and 2.6; the Offer does not set any other amounts.

5.2. The advance payment is 100 USD per Case (also referred to as the deposit). There is one advance payment per family, regardless of the number of family members (for the term “Case”, see section 1). The advance payment is a non-refundable fee for taking the Case on and for the first stage of work (clause 8.9), fixes the agreed terms, the price and the composition of the applicants and is the basis for starting work; if work continues, the advance payment is credited against the price of the Services. The advance payment may be referred to on the website and in the Chat as the “Case Start” or the “deposit”. Against the advance payment, the Provider performs the first stage of work under section 4: sends a personal document checklist with the requirements for each item and, on the documents submitted by the Client, confirms completeness — which checklist items are closed, which are not and what is missing. Confirming completeness means that a document of the required type, form and period has been provided for the checklist item. Checking the substance of the documents (amounts, dates, consistency of the documents with one another, signs of alteration) is not part of the first stage: it is performed in the course of further support after full payment (section 4, stage 5) or is ordered as a separate service (clause 2.5). The advance payment is credited against the price of the Services under any agreed scope of work. If work on the Case is terminated — regardless of which Party terminates it and at what stage — the advance payment (deposit) remains a non-refundable fee for taking the Case on and for the completed first stage (clause 8.9). The only exception: the Provider has declined the Case or has not started work before the checklist was sent — in that case 100% of what was paid, including the deposit, is refunded (clause 8.9).

5.3. Full payment is made at the Provider’s request — after the Client has sent the documents from the checklist and the Provider has confirmed their completeness: all checklist items are closed (section 4, clause 5.2). Making the full payment is an instruction to begin preparing the document package.

5.4. Payment is made by the methods agreed by the parties in the Chat (including transfer in USD/USDT). Network fees on payment are borne by the Client.

5.5. The consular fee and the other costs listed in clause 2.2 are not included in the price of the Services.

5.6. Payment details. Payment is made to the payment details that the Provider has sent to the Client in the Chat. Payment details received by any other means are invalid; if in any doubt, the Client verifies the details in the Chat before paying.

5.7. Payment for the one-off services (clauses 2.5 and 2.6) is made in full before work begins — in the amount named in the relevant clause. The Provider starts work after it has confirmed in the Chat that it has received the payment and the materials (the Client’s package or the materials of the additional request); the timeframes under clauses 2.5 and 2.6 run from that moment. The crediting of the payment under clause 2.5 against the price of full support is governed by clause 2.5; refunds on the one-off services — clause 8.12.

5.8. Taxes. The agreed price of the Services is final: the Provider is established outside the European Union, is not an EU VAT payer, and neither VAT nor any other sales tax is added to the price. Taxes, levies and fees charged in the Client’s own state on a payment sent abroad (for example, a tax on foreign currency transactions or a tax on the import of services withheld by the Client’s bank or payment system) are not included in the price of the Services and do not reduce it: they are borne by the Client.

6. Rights and obligations of the Provider

The Provider shall:

• —Prepare the document package to a high standard and within the agreed timeframes.
• —Determine the filing consulate on the basis of the Client’s data and the current requirements of the consulates.
• —Respond to additional requests in the manner and within the timeframes set out in clause 2.1.
• —Remain the Client’s single point of contact until the Case is completed.
• —Keep the Client informed in good time of the progress of the Case and of key deadlines.
• —Maintain the confidentiality of the Client’s data (section 10).

The Provider may:

• —Request from the Client the documents and information necessary to provide the Services.
• —Determine the composition and form of the document package according to its own professional methodology.
• —Suspend work if the Client fails to provide the necessary data or is late with payment.

7. Rights and obligations of the Client

The Client shall:

• —Provide accurate and complete information and documents. The Client is responsible for the accuracy of the data they provide.
• —Buy a ticket and thereby fix the Case reference date (section 4); changing the date after work has begun is the Client’s responsibility.
• —Remain in the country of filing throughout the entire review period of the application. This condition directly affects the result; any departure from it must be agreed with the Provider in advance, and the Client bears responsibility for the consequences of such a departure.
• —Not file applications for other visas or statuses during the period of work on the Case and the review of the application without agreeing this with the Provider: a parallel filing can nullify the filed Case.
• —Promptly (as a rule, within 1–2 days) provide materials for additional requests: photographs of passport pages, current selfies in the country of filing and other requested documents.
• —Monitor the consulate’s notifications. Notifications concerning the application (including additional requests and the decision) arrive in the Client’s account and email; the Client monitors them and immediately forwards them to the Provider in the Chat.
• —Observe the filing deadlines. File the application and send the consulate the responses to additional requests prepared by the Provider within the periods stated in the Provider’s instructions; for a response to an additional request — within 3 (three) business days after the Provider has handed it over, unless the instructions state a different period. Handing over is deemed to occur when the full response, together with instructions on how to send it, is sent to the Client in the Chat; the period runs from the next business day. If sending is objectively impossible (the portal or the consulate is unavailable), the period is extended for the duration of the unavailability — the Client reports this in the Chat. The Client bears the consequences of any delay in filing or in sending a response.
• —Not open for editing, re-save or alter the finished files of the document package; if an inaccuracy is found, inform the Provider — corrections are made by the Provider.
• —Pay the consular fee and the costs listed in clause 2.2 independently.
• —Check their own data before filing. The Client must check the spelling of names and the passport details in all final forms and documents handed to them before filing; errors in this data that go unchecked fall within the area of shared responsibility (clause 9.3).
• —Confirm the accuracy of their visa history. The Client declares and warrants that they have informed the Provider of all circumstances known to them that could affect the consulate’s decision, including past deportations, refusals of entry or of visa issuance, unclosed or valid visas, and overstays. If the Client conceals or misrepresents such information known to them, responsibility for a refusal caused by this rests with the Client (clause 9.4).
• —Hold no other valid Thai visas at the time of filing. Obtaining a DTV is incompatible with another valid visa or permission to stay in Thailand: the Client informs the Provider of all valid Thai visas and statuses before work begins, and the procedure for closing them before filing is set out in the instructions. A refusal or annulment caused by a valid Thai visa that the Client did not disclose is the Client’s responsibility (clauses 9.2, 9.4): new preparation and filing are performed for a separate fee.

The Client may:

• —Receive information about the progress of the Case.
• —Before full payment, send the documents from the checklist and receive the Provider’s confirmation that all checklist items are closed (confirmation of completeness — section 4, clause 5.2).
• —Contact the Provider with questions about the progress of the Case, the checklist and the composition of the document package.

8. Guarantees and protection of the Client

8.1. Guarantee of support through to the result. The Provider guarantees that it will take the Case through to a result and will prepare the documents and support their filing as many times as required. The content of the guarantee:

• —the Provider reworks the document package and files the application again upon every refusal not caused by the Client’s actions (clause 9.2) — at no extra charge for its own work;
• —the consular fee for each filing is paid separately by the Client (except in the cases provided for in clause 9.3);
• —the final decision is made by the consulate and is outside the Provider’s control — therefore what is guaranteed is not “one hundred per cent approval”, but diligent work and repeated filings until a result is achieved.

The guarantee covers repeated filings after refusals by the consulate; reworking of the document package due to a change of inputs by the Client (including of the reference date) is not covered by the guarantee (section 4).

8.2. Free re-filing. If the consulate refuses for any reason, the Provider will prepare an updated document package free of charge and support the re-filing of the application. The re-filing is made at the same filing consulate if, under the current requirements of the consulates, it is the only one available to the Client; if the requirements allow another destination, the Provider determines the re-filing route on the basis of the Client’s data and the current requirements of the consulates and agrees it with the Client in the Chat (clause 9.3). This is the workshop’s core guarantee: it applies even where the reason for the refusal cannot be established. The timing of the re-filing is agreed in the Chat with regard to the Client’s readiness (presence in the country of filing, updated documents, payment of the consular fee) and the consulate’s requirements for a repeat filing. If the Client postpones the re-filing, performance of the obligation is suspended until the Client is ready, which the Client reports in the Chat; a pause agreed in the Chat does not count as being out of contact for the purposes of clause 8.9. If the repeat filing also ends in a refusal, clauses 9.3 and 9.5 apply.

8.3. The Provider’s obligation is to secure a result through diligent work and repeated filings; the final decision is made by the consulate.

8.4. The guarantee under clause 8.2 applies provided that the Client performs their obligations under section 7 in good faith.

8.5. Full payment — after completeness is confirmed. The Client pays the full price only after having sent the documents from the checklist and after the Provider has confirmed that all checklist items are closed (section 4, clause 5.3). Until that moment, the Client risks only the advance payment. Confirmation of completeness does not replace the check of the substance of the documents — that is performed after full payment (clause 5.2); if as a result of it the Provider declines the Case (clause 8.8), the Client is refunded everything paid in excess of the deposit (clause 8.9).

8.6. Single point of contact and transparency. A manager is assigned to the Client and runs the Case until it is completed. The Client may request the status of the matter in the Chat; the Provider responds during working hours, as a rule within one business day. The application is filed through the Client’s personal account on the consulate’s official portal: the account, access to it and the consulate’s notifications remain with the Client at every stage — the Client sees the status of their own application and the visa received, and does not depend on the Provider for this.

8.7. Support after the visa is obtained. After approval, the Provider provides the Client with reference information on the DTV visa itself: the procedure for entering on the visa, extension of stay, re-entries. Throughout the validity period of the visa, the Provider remains in contact and provides reference support on the DTV visa. Matters of residence and daily life unrelated to the DTV visa (immigration reports, registration of residence, bank accounts and the like) are not part of the subject of the contract (clause 2.2) — on these, the Provider may share reference information as a matter of goodwill.

8.8. An honest approach. If a check shows that the Client’s data does not meet the requirements of the DTV visa, the Provider says so directly and does not take the Case on (refund of payments — clause 8.9). If the rules change or a consulate closes during the course of the work, the Provider redirects the filing at no extra charge to a current destination available to the Client; if, under the current requirements of the consulates, filing is not available to the Client, clause 8.9 applies (circumstances beyond the control of the Parties).

8.9. Refund of payments when work is terminated. The refund procedure depends on the stage and on whose initiative the work is terminated:

• —the Provider has declined the Case before work began or has not started work (has not sent the checklist within the period set out in section 4) — in both cases the checklist has not yet been sent — the Client is refunded 100% of all amounts paid, including the deposit;
• —the Provider has declined the Case after work began — from the moment the checklist was sent (section 4), at any stage and for any reason, including under clauses 8.5 and 8.8 — the Client is refunded everything paid in excess of the deposit; the deposit (100 USD per Case, clause 5.2) is retained as a non-refundable fee for taking the Case on and for the first stage of work (clause 5.2);
• —the advance payment (deposit) has been made and full payment has not yet been made — the deposit (100 USD per Case, clause 5.2) is a non-refundable fee for taking the Case on. From the moment of the deposit, the Provider reserves a slot in the workshop’s schedule and plans the masters’ workload with this Case in mind, turning down other enquiries for those dates, and immediately performs the first block of work: checking the Client’s data, determining the filing consulate, drawing up a personal checklist of documents for the Case and confirming the completeness of the documents submitted against the checklist (clause 5.2). This work is performed regardless of whether the Client continues with the Case, and the deposit is not funds held on deposit. If the Client withdraws at this stage, the deposit is retained and everything paid in excess of the deposit is refunded. If the Client is out of contact and does not send materials for more than 90 (ninety) consecutive calendar days, the Case is closed with the consequences of the Client’s withdrawal at the relevant stage; resumption of work is agreed on then-current terms;
• —full payment has been made (full payment is an instruction to begin preparing the document package, clause 5.3) and the document package has not yet been delivered — if work is stopped at the Client’s initiative, the Client is refunded the amount they have paid less a deduction equal to 50% of the agreed price of the Services — 50% of that price, not 50% of the amount paid: half of the price covers the work performed by the workshop on the Case and is recognised by the Parties as an agreed valuation of the work actually performed;
• —the document package has been delivered to the Client (delivery means sending the Client the complete final document package, ready for filing for the reference date in effect at the time of preparation — not a part of it and not a draft) — no refund is made, the service has been rendered;
• —provision of the Services has become impossible due to circumstances beyond the control of the Parties (section 12), including cancellation or suspension of the DTV programme: if the document package has already been delivered, the Client is refunded 50% of the price of the Services, and the work performed and all prepared documents remain with the Client (a completed package is usable as a basis for other visas and applications); if the document package has not been delivered, the Client is refunded everything they have paid less the deposit of 100 USD per Case (clause 5.2), which the Provider retains in this case as well. In this way the Parties share the consequences of force majeure between them rather than placing them entirely on one party;
• —a refund in connection with a refusal by the consulate is governed by clauses 8.2 and 9.3 and does not fall under this clause.

If the advance payment on a Case is covered by the credit under clause 2.5, the role of the deposit for the purposes of this clause is taken by the credited amount (300 USD) in the manner set out in clause 2.5: it is non-refundable in all the cases listed, including the first, and the deposit is not withheld a second time from the amounts paid in money.

The document package is deemed proper if it corresponds to the agreed route and to the requirements of the filing consulate. The composition and form of the document package are determined by the Provider’s professional methodology (section 6); the Client’s disagreement with the Provider’s professional decisions does not constitute failure to provide the service and does not create grounds for a refund beyond this clause.

A refund under this clause is made within 10 (ten) business days from the moment the Provider acknowledges the refund obligation or from the moment a decision on a dispute takes effect. The refund amount is determined in USD (clause 5.1); payment is made, at the Client’s choice, by transfer in USDT or by bank transfer to the details provided by the Client; if converted into another currency, the exchange rate on the day of the refund applies. If the Client does not provide payment details or does not choose a payment method, the period is extended for the duration of that delay. The Provider may request confirmation that the payment details belong to the Client (protection against fraud).

8.10. Family Cases. The consulate reviews each family member’s application separately. A refusal to a family member joining the main applicant’s visa does not affect the decisions on the others: visas already approved remain valid. The re-filing guarantee (clause 8.2) applies to each family member separately: the Provider reworks the package free of charge and supports the re-filing of the application of the person who was refused (the consular fee is handled under the rules of clauses 8.1 and 9.3).

8.11. Respect for the Client’s rights. Nothing in this Offer limits the mandatory rights of the Client provided by applicable law. At the same time, the Parties expressly acknowledge that the advance payment (deposit) is in the nature of a fee for taking the Case on and for the first-stage work that begins immediately, and that it is non-refundable regardless of which Party terminates the work and at what stage (the only exception is the first case of clause 8.9: the checklist has not yet been sent), and that making the full payment is an instruction to begin preparing the document package; this is the basis for the refund procedure under clause 8.9.

8.12. Refunds on the one-off services (clauses 2.5 and 2.6). The refund procedures under clauses 8.9 and 9.3 do not apply to the one-off services. Refunds are made as follows:

• —the Client cancels the check of the Client’s package (clause 2.5) before handing the Client’s package over to the Provider — 100 USD is retained as a non-refundable fee for taking the check request on and reserving a slot in the workshop’s schedule (by its nature, the same fee as the deposit under clause 5.2), and the rest of what was paid is refunded (at the price under clause 2.5 — 200 USD);
• —the Client cancels the service under clause 2.6 before handing the materials of the additional request over to the Provider — 100% of what was paid is refunded;
• —the Provider declines to provide the service (including under clause 2.6 — where there are signs of inaccuracy or a response cannot be prepared) or does not accept the Client’s package for checking — 100% of what was paid is refunded;
• —the Provider has not sent the Protocol or the response within the timeframe under clause 2.5 or 2.6 (taking into account a notification of a new deadline where one is permitted) — at the Client’s request, 100% of what was paid is refunded;
• —once the materials have been handed over to the Provider, the Client’s cancellation of the service does not give rise to a refund: work begins immediately after receipt of the payment and the materials is confirmed (clause 5.7). From the moment the Protocol or the response is sent, the service is deemed rendered; the issue of the Protocol for the rest of the Client’s package where a document has not been confirmed (clause 2.5) is performance of the service, and no refund is made.

Refunds are made in the manner and within the timeframe set out in the last paragraph of clause 8.9.

9. Liability of the parties and limits of the guarantee

9.1. The parties proceed on the basis that payment covers the Provider’s work on preparing the document package and running the Case. If a case provided for in clause 8.2 occurs, the Provider secures a result by re-filing at no extra charge for its services (the consular fee is paid again by the Client, except in the cases provided for in clause 9.3).

9.2. The re-filing guarantee (clause 8.2) does not apply if the refusal, annulment or failure of the filing is caused by the Client’s actions, including:

• —providing inaccurate or incomplete information;
• —leaving the country of filing during the review period without agreeing this with the Provider;
• —filing applications for other visas or statuses during the period of work on the Case and the review of the application without agreeing this with the Provider;
• —the Client holding, at the time of filing, another valid Thai visa that they did not disclose to the Provider (section 7);
• —failure to respond to an additional request (the application is automatically closed by the consulate after 3 months);
• —cancellation or disruption of an agreed filing by the Client’s decision;
• —alteration by the Client of the finished documents of the document package;
• —filing the application after the deadline stated in the Provider’s instructions;
• —failure to send the consulate, on time, the response to an additional request prepared by the Provider (section 7);
• —failure to follow the Provider’s instructions on the filing steps.

In the cases listed, the Provider’s work is deemed performed; new preparation and filing are possible on terms agreed separately by the Parties. The absence of reminders from the Provider (clause 2.1) does not relieve the Client of their obligations under section 7 and does not disapply this clause.

9.3. Agreement of the filing route and the Provider’s liability.

The filing route is agreed in advance. The filing consulate and the procedure for submitting the document package are agreed with the Client before preparation of the document package begins and are recorded in the Chat. By agreeing the route, the Client accepts it: subsequent complaints about the agreed route are not accepted, and the Client may not change it retroactively after the work has been performed. The route is determined on the basis of the Client’s data and of the requirements and practice of the consulates as known at the moment the route is agreed. A subsequent change in a consulate’s procedures, requirements or practice — including a sudden halt in accepting applications or issuing visas — does not make the agreed route an error by the Provider: in that case the Provider redirects the filing to a current destination available to the Client (clauses 8.2, 8.8; where there is none — clause 8.9), consular fees for the new filing are paid under the rules of clause 8.1, and the Client’s expenses incurred in reliance on the previous route (tickets, bookings and other expenses under clause 9.9) are not reimbursed.

What the Provider is responsible for. An error of the Provider means a gross factual error in documents or instructions prepared by the Provider that is capable of affecting the outcome, for example:

• —a document does not comply with the form established by the filing consulate;
• —a discrepancy in amounts, dates or numbers between documents of the document package (except for the Client’s names and passport details — the 50/50 rule below applies to those);
• —an incorrect format or incomplete set of the files submitted for filing;
• —a factually incorrect instruction on the filing steps.

A gross error is established where two conditions are met simultaneously: (1) the non-compliance is objectively present in the materials of the document package or in the instructions — this is verified against the materials themselves and the published requirements of the consulate, and, in a disputed case, with the involvement of an independent expert (the procedure is set out below); (2) the non-compliance is connected with the refusal or non-acceptance of the application (non-acceptance is treated as a refusal for the purposes of this clause). The consulate’s wording neither creates nor excludes a gross error in itself: if the reason stated by the consulate is not objectively confirmed by the materials (the document package complies with the published requirements), such a refusal falls within the consulate’s discretionary decisions (clause 9.4). Other discrepancies and inaccuracies that did not affect the acceptance and the decision do not constitute a gross error. The 75% refund (below) applies in two cases only: (i) the gross error is confirmed by the consulate’s statement and by the materials taken together — both confirmations are required; or (ii) the Provider acknowledges the gross error. In every other case the consequence of an established gross error is a re-filing entirely at the Provider’s expense, including the consular fee.

The Provider’s choice of wording, style and structure of texts, as well as the composition and form of the document package within the Provider’s professional methodology (section 6), are not errors of the Provider, provided they do not breach the consulate’s requirements. Errors in the spelling of names and in passport details in the final forms and documents handed to the Client for checking are governed exclusively by the shared responsibility rule (50/50, below) and do not constitute a gross error of the Provider.

The closure or annulment of an application as a result of the Provider’s failure to prepare a response to an additional request within the period stated by it under clause 2.1 (taking into account notifications of extensions) is treated as equivalent to a gross error: in that case the re-filing is performed entirely at the Provider’s expense, including the consular fee.

The Client’s duty to check their own data. The Client must check the spelling of names and the passport details in all final forms and documents before filing — this is a strict obligation of the Client.

Consequences of a refusal caused by an error:

• —an error in names or passport details that the Client did not detect during the mandatory check (section 7) → on re-filing, the new consular fee is split equally (50/50) — this is an area of shared responsibility of the Parties; the rule applies if the error was objectively present in the documents filed, regardless of whether the consulate stated the reason;
• —a gross error of the Provider (as defined in this clause) in documents or instructions → the re-filing is entirely at the Provider’s expense, including the new consular fee;
• —if two filings have ended in refusal and a gross error of the Provider (as defined in this clause, in the part giving rise to a right to a refund) is proven on the first filing, the second or both — the Client may, instead of further re-filings, receive a refund of 75% of the price of the Services within 10 (ten) business days by a method agreed by the Parties.

The presence or absence of an error is established objectively — from the materials themselves, the consulate’s response and the route agreed in the Chat, and not on the basis of anyone’s subjective assessment. If no agreement is reached, the Parties may involve a mutually agreed independent expert; the expert’s costs are borne by the Party whose position was not confirmed.

9.4. Cases in which no refund is made. A refund under clause 9.3 does not apply if the refusal, annulment or other unfavourable result is caused by circumstances on the Client’s side or outside the Provider’s area of responsibility, including:

• —information that is inaccurate, incomplete or not disclosed by the Client in good time, where it was known to the Client at the time of the enquiry — including past deportations and refusals of entry, valid or unclosed visas, overstays and other problems with previous visas and trips known to the Client;
• —the Client’s breach of their obligations under section 7 (leaving the country of filing without agreement, failure to respond to an additional request, alteration of the finished documents of the document package);
• —a discretionary (unmotivated) decision of the consul unrelated to any error of the Provider;
• —a change in visa policy, rules, practice or review periods of consulates and immigration services.

Before filing, the Provider may ask the Client for written answers to questions about their visa history (deportations, refusals, overstays, valid visas); a discrepancy between the facts and such answers is treated as concealment of information if the Client knew, or acting reasonably could not have failed to know, of the discrepancy.

9.5. How the guarantee and the refund relate to each other. A refusal is often issued by the consulate without stating a reason and may depend on neither party. Therefore the Provider’s core guarantee is free re-filing (clause 8.2) — it applies even where the reason for the refusal cannot be established. The refund of 75% of the price of the Services (clause 9.3) is a last-resort mechanism, applied only where a gross error of the Provider (clause 9.3) has been established and only if the repeat filing has also ended in a refusal (two filings with a refusal): in that case the Client may take the refund instead of further re-filings. Before that, a gross error of the Provider is remedied by re-filing (the consular fee is handled under the rules of clause 9.3). The Parties review disputed cases together: the Client is shown the materials delivered and the reason for the refusal from the consulate’s response (if stated) for verification against objective data; if no agreement is reached, the procedure of section 11 applies.

9.6. The Provider is not liable for the decisions of consulates and border and immigration services, for changes in their rules and timeframes, or for matters outside the subject of the contract (clause 2.2).

9.7. Other questions of financial settlement not regulated by clause 9.3 are resolved by the parties individually, through negotiation and by mutual agreement.

9.8. Procedure for making claims in connection with a refusal. In order to invoke the re-filing guarantee (clause 8.2) or a refund (clause 9.3), the Client provides the Provider with the official decision, notification or status confirmation from the consulate’s official system (on the refusal or on the non-acceptance of the application) and makes the corresponding claim within 14 (fourteen) calendar days of receiving it, and in any event no later than 60 (sixty) calendar days from the date on which the decision became available to the Client.

9.9. Indirect losses. The Provider does not compensate the Client’s indirect and incidental costs and losses that are not part of the price of the Services — including the cost of air tickets, bookings, accommodation and insurance, and lost profit — arising in connection with a refusal, a delay in review or a change in the consulates’ rules.

9.10. A visa does not guarantee entry. Obtaining a DTV visa does not guarantee admission to the country: the final decision on entry is made by a border or immigration officer. The Provider is not liable for a refusal of entry where the visa is valid.

10. Confidentiality and personal data

10.1. What data we process and why. To provide the Services, the Provider processes the Client’s data: passport and contact details; photographs; documents and information about employment and financial means (the “Work” and “Finances” blocks); visa history, including past refusals and other circumstances disclosed by the Client (section 7); and the correspondence in the Chat. In a family Case this also applies to the family members’ data: by providing their documents, the Client confirms that they are entitled to do so (for minors — as a parent or legal guardian). The data is used solely for the purposes of the contract: checking compliance with the requirements, preparing the document package, supporting the filing and additional requests, settlements, and the Provider’s compliance with its obligations under the law of its country of registration. The data is not used for any other purposes (advertising, transfer to third-party mailing services, etc.).

10.2. Legal basis for processing. The personal data of the Client and of the family members named by the Client is processed in order to perform the contract and to take steps at the Client’s request before it is concluded (the purposes of clause 10.1, including additional and one-off services, clauses 2.3, 2.5, 2.6), and to comply with the Provider’s obligations under the law — keeping and storing contractual and payment documents (clause 10.5). Such processing does not require separate consent, and acceptance of the Offer is not a consent to the processing of data: without this data the Services cannot be provided. Processing that goes beyond what is necessary for the contract is carried out only with the Client’s separate consent, which the Client may withdraw at any time; withdrawal does not affect processing carried out before it. The Provider takes no decisions producing legal or similarly significant effects for the Client by automated means and does not carry out profiling: assessments and decisions on a Case are made by the masters.

10.3. Who has access. Only the lead manager and the masters working on the Case have access to the Case materials — each to the extent necessary for their part of the work. Where third parties are engaged (clause 2.3), they receive only the minimum necessary for the specific service, under an obligation of confidentiality. The Provider keeps a record of transfers — what data was transferred, to whom, when and for what purpose — and, at the Client’s request, informs the Client to whom their data has been transferred.

10.4. Cross-border transfers. The application is filed through the Client’s personal account (clause 8.6) — it is the Client who submits the data to the consulate, while the Provider prepares the document package. For the service with filing through engaged persons (clause 2.3), the transfer to the consulate is made by those persons to the extent set out in clause 10.3. Where the Provider itself handles data outside its country of registration (masters on site, services under clause 2.3, including VIP Fast Track), the Client, by accepting the Offer, consents to such transfer and is informed that the level of data protection in the country of filing or stay may differ from that in the Provider’s country of registration; only the minimum necessary is transferred.

The Client is informed that, in performing the contract, their data is processed and stored outside the state of their residence — in the Provider’s country of registration and in the services the Provider uses for correspondence, record-keeping and translation (clause 10.3). The Provider’s country of registration has not been recognised as a state with an adequate level of data protection, either by the European Commission or by the authorities of the state of the Client’s residence; for that reason only the minimum necessary amount of data is transferred, and everyone engaged by the Provider undertakes an obligation of confidentiality. The documents the Client sends into the Chat themselves are provided to the Provider directly: this is the Client approaching the Provider, not a transfer of data abroad by a third party.

10.5. How long we keep the data. Retention periods follow the purpose of the data:

— correspondence, contractual and payment materials — 3 years from the end of the relevant year (the period during which the tax and other authorities at the Provider’s place of registration may request documents);

— the document package and Case documents — for the duration of the guarantee (clauses 8.1–8.2, 8.7): without them a repeat filing and visa support are impossible;

— the Client’s package and the materials of the additional request under the one-off services (clauses 2.5, 2.6) — 30 days after the Protocol or the response is sent, or after the payment is refunded (clause 8.12), after which they are deleted; the Protocol or the response itself and the payment records are kept as contractual and payment materials;

— working copies and drafts not needed for the guarantee or record-keeping — deleted when the Case is completed.

Once these periods expire, the data is deleted or anonymised.

10.6. The Client’s rights. The Client may at any time request in the Chat: what data of theirs is stored; a copy of it; correction of inaccurate data; deletion of data not subject to mandatory retention periods (clause 10.5). At the Client’s request the Provider will also delete the Case materials before the guarantee period expires — in that case a repeat filing under the guarantee (clause 8.2) will only be possible after the Client provides the documents again. A response to a request is given within 10 (ten) business days.

10.7. Security. The Provider takes reasonable organisational and technical measures to protect the data from loss and unauthorised access; the data is not published and is not transferred to anyone except in the cases expressly set out in this section or required by law.

10.8. The Provider’s methodology. The Client does not disclose the Provider’s working methodology or the content of internal materials to third parties. This does not limit the Client’s right to leave reviews about the quality of the services and to use the correspondence in court and before public authorities.

10.9. Official channel. The Parties communicate in writing through the Chat. Correspondence in the Chat is recognised as official and has evidentiary force. Contractual effect attaches to those messages by which the Parties perform the actions expressly provided for by this Offer: acceptance (section 3), agreement of the composition of the applicants, the price, the filing route and the timeframes (sections 2, 4, 5), orders for additional and one-off services (clauses 2.3, 2.5, 2.6), individual terms (clause 3.3), instructions, confirmations, claims and notifications. All other messages are of a working and informational nature: by themselves they do not amend the terms of the contract and do not create obligations. Obvious errors and typos in messages (including in amounts, dates and names), as well as messages sent as a result of a technical failure, do not create obligations and are subject to correction — the Party that notices them reports this in the Chat. Previously agreed terms are amended by the Parties’ express written confirmation in the Chat or by a separate document, except where the Offer expressly provides for notification by one Party (for example, of a new deadline — section 4). Voice and video calls are not a standard format of work.

11. Dispute resolution procedure

11.1. The parties seek to settle all disputed matters through negotiation in the Chat, in good faith and within a reasonable time.

11.2. A claim is sent in writing through the Chat. The party receiving the claim reviews it and responds within 10 (ten) business days.

11.3. If a matter cannot be resolved at the level of the manager handling the Case, it is escalated to the Provider’s head manager for a further review — as an additional attempt to reach agreement, not as the Provider’s final decision in its own dispute. The Parties look in good faith for a mutually acceptable solution; if no agreement is reached, clause 11.5 applies.

11.4. The Parties recognise correspondence in the Chat as sufficient confirmation of agreements and facts in resolving disagreements.

11.5. Governing law and dispute resolution. This Offer is governed by the law of the country in which the Provider is registered. The Parties first resolve a dispute through negotiation via the Chat (clauses 11.1–11.3). If the dispute is not settled, it is referred to the competent court at the Provider’s place of registration. A consumer Client may also bring a claim before the competent court at their place of residence. This clause does not limit the rights granted to the Client by the mandatory provisions of the law of their place of residence.

If the Client is a consumer, the choice of the law of the Provider’s country of registration does not deprive them of the protection afforded by the mandatory provisions of the law of the state of their residence; if the law of the state where a consumer Client resides does not allow another law to be chosen, the law of that state applies to the contract with them. The Provider is not established in the EU and does not take part in voluntary out-of-court consumer dispute resolution (ADR) schemes: a dispute is handled under clauses 11.1–11.3 and, if no agreement is reached, by the competent court. This does not limit the right of a consumer Client to apply to a consumer protection authority, or to the consumer dispute body provided for by the law of their state at their place of residence.

12. Force majeure

The parties are released from liability for failure to perform their obligations if it is caused by circumstances of force majeure (changes in visa policy and consulate rules, suspension of the acceptance of applications, natural disasters, military action, acts of public authorities, prolonged technical failures of communications or payment systems, and the like). A party notifies the other party of such circumstances through the Chat. The consequences of the impossibility of providing the Services for settlements between the Parties are determined by clause 8.9.

13. Term and other provisions

13.1. The Offer takes effect from the date it is published and remains in force until it is withdrawn by the Provider.

13.2. The Provider may change the terms of the Offer by publishing a new version. Cases already begun are governed by the version in effect at the time of acceptance. The manner in which amendments apply to contracts concluded in other languages is set out in the section “Language of the Offer” at the beginning of this document.

13.3. The contract remains in force until the parties have fully performed their obligations on the particular Case.

13.4. In all matters not regulated by the Offer, the Parties are guided by the agreements recorded in the Chat in accordance with clause 10.9 and by the principles of good faith.

14. Information about the Provider

• —The Provider: the DocPicasso service — a visa workshop, the party to this Offer (referred to in the text as “the Provider” and “the workshop”).
• —The Provider’s registration details (name, registration number and address) are sent to the Client in the Chat before acceptance — on request or together with the terms — and are stated in the payment documents.
• —Payment details are sent to the Client in the Chat when the payment procedure is agreed (clauses 5.4, 5.6).
• —Email: hello@docpicasso.com
• —WhatsApp: +66 92 663 12 32
• —Telegram: @DocPicasso
• —Case communication channel: the Chat (Telegram or WhatsApp — section 1).

Annex 1. Model withdrawal form

This form is intended for a consumer Client who has decided to withdraw from the contract (clause 3.4). Using this particular form is not obligatory: any unambiguous statement in the Chat or by email to hello@docpicasso.com is enough.

To: DocPicasso — hello@docpicasso.com, Telegram @DocPicasso, WhatsApp +66 92 663 12 32.

I hereby give notice that I withdraw from the contract for the provision of services concluded by me:

• —date on which the contract was concluded (acceptance):
• —name of the Client:
• —address of the Client:
• —the channel and the address of the Chat in which the correspondence was conducted (Telegram or WhatsApp):
• —date of this statement:
• —signature (only if this form is submitted on paper):

By accepting this Offer, the Client confirms that they have read its terms, understand how responsibility is allocated between the parties, and agree with the working and dispute resolution procedures.