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. This English text is a translation provided for convenience only. The Offer is made in Russian and Cases are conducted in Russian. If there is any discrepancy between this translation and the Russian version of the document, the Russian version prevails.

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) and additional services (clause 2.3).
• —the filing consulate — the Thai consulate in the country agreed by the parties for a particular Client’s filing.
• —the document package — the package of documents prepared by the Provider for filing (the “Work” and “Finances” blocks).
• —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 and an integral part of the contract; 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).
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.

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).

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;
• —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 the DTV services; for additional services the Provider’s liability is limited to the price of the relevant service;
• —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.

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; to that extent such terms prevail over the Offer.

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 either confirms that it is compliant or sends a list of non-compliances — which checklist items are not closed. The stage ends with the Provider’s confirmation in the Chat that all checklist items are closed. Such confirmation 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 does not set any specific amount.

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 (clause 8.9), fixes the agreed terms 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.

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 that all checklist items are closed (section 4). 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.

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 (section 4).
• —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 and file documents 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 file the application again (as a rule, at another consulate among the current destinations). This is the workshop’s core guarantee: it applies even where the reason for the refusal cannot be established. If the Client rejects the re-filing destination determined on the basis of the Client’s data and the current requirements of the consulates, performance of the obligation is suspended from the moment the re-filing route is sent to the Client in the Chat and resumes once the Parties agree on a destination.

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. Payment after the documents have been checked. 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.

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. If the rules change or a consulate closes during the course of the work, the Provider redirects the filing to a current destination at no extra charge.

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 (at any stage, including under clause 8.8) or has not started work (has not sent the checklist within the period set out in section 4) — the Client is refunded 100% of all amounts paid;
• —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 and drawing up a personal checklist of documents for the Case. 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.

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 and re-files, free of charge, 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 work on it that begins immediately, 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.

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.

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 after two filings that ended in refusal; 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

10.1. The Provider uses the Client’s personal data and documents solely for the purpose of providing the Services and does not disclose them to third parties, except where this is necessary for filing with the consulate or is required by law.

10.2. 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.

10.3. The Parties communicate in writing through the Chat. Correspondence in the Chat is recognised as official, has evidentiary force and is an integral part of the contract. Voice and video calls are not a standard format of work.

10.4. Processing of personal data. By accepting the Offer, the Client consents to the Provider processing their personal data and documents for the purpose of providing the Services (including additional services, clause 2.3) — on the terms of clause 10.1; where third parties are engaged (clause 2.3), data is transferred to them only to the extent necessary to provide the service.

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 Georgia — 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 (Georgia). 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.

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.

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 reached in the Chat and by the principles of good faith.

14. Information about the Provider

• —The Provider: the DocPicasso service; the services are provided by an individual entrepreneur registered under the law of Georgia.
• —Payment details are sent to the Client in the Chat when the payment procedure is agreed (clauses 5.4, 5.6).
• —Governing law: the law of Georgia — the country in which the Provider is registered (clause 11.5).
• —Email: hello@docpicasso.com
• —WhatsApp: +66 92 663 12 32
• —Telegram: @DocPicasso
• —Case communication channel: the Chat (Telegram or WhatsApp — section 1).

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.