Last updated: 12 May 2026
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Please read these Terms and Conditions carefully before using our website or instructing us to provide visa support services. By using our website or services, you agree to be bound by these Terms. |
These Terms and Conditions apply to your use of the website https://cromwellvisas.com and to visa support services provided by 1st Step Consulting Ltd trading as Cromwell Visa Services, unless we agree separate written terms with you for a particular matter.
In these Terms, “Cromwell Visa Services”, “Cromwell Visas”, “we”, “us” and “our” mean 1st Step Consulting Ltd trading as Cromwell Visa Services. “You”, “your” and “client” mean the person, business, organisation, applicant, traveller, sponsor or authorised representative who uses our website, contacts us, instructs us or receives our services.
These Terms are intended to be read together with any written quotation, service proposal, invoice, payment link, email confirmation, client care information or service-specific terms we provide to you. If there is any inconsistency, the specific written terms agreed for your matter will apply over these general Terms, but only to the extent of that inconsistency.
1st Step Consulting Ltd is a private limited company registered in England and Wales with company number 14708821. Our registered office address is 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.
We trade as Cromwell Visa Services and operate the website https://cromwellvisas.com.
You can contact us using the following details:
Our usual business hours are Monday to Friday, 9:00 AM to 6:00 PM, and Saturday, 10:00 AM to 2:00 PM. We are normally closed on Sundays and UK public holidays. We may respond outside these hours where practical, but we are not obliged to do so unless we have agreed otherwise in writing.
Cromwell Visa Services is an independent visa support business. We are not an embassy, consulate, high commission, government department, visa application centre, official appointment provider, VFS Global, TLScontact, BLS International or any other official visa processing authority.
We do not issue visas, grant immigration permission, decide visa applications, control appointment availability or influence the decision of any embassy, consulate, government authority, border authority or visa application centre.
Our role is to provide practical visa application support, document checking, appointment guidance, application preparation assistance and related administrative support, depending on the service you purchase and the terms agreed with you.
Any reference on our website to a country, embassy, consulate, government authority, visa centre or third-party provider is for information and service description purposes only. It does not mean that we are endorsed by, approved by, affiliated with or officially connected to that organisation.
We provide support for travel, visitor, tourist, business and other visa-related services for applicants applying from the United Kingdom or from such other locations as we may agree. The exact services available may vary depending on the destination country, visa category, applicant nationality, UK residence status, appointment availability and the requirements of the relevant authority.
Our services may include one or more of the following, where agreed:
We will explain the broad scope of the service you have selected. However, unless we expressly agree in writing, our services do not include legal representation, court or tribunal work, advice on appeals, judicial review, complex immigration litigation, tax advice, employment advice, regulated financial advice or any other professional service outside the agreed visa support scope.
You understand and agree that all visa decisions are made by the relevant embassy, consulate, high commission, government authority, visa officer, border officer or other official decision maker. We cannot guarantee that your visa application will be approved, that a visa will be issued within a particular period, that a particular length of visa will be granted, or that entry will be permitted at the border.
Appointment availability is controlled by the relevant visa application centre, embassy, consulate or official appointment platform. We may assist with guidance or booking support where agreed, but we do not control appointment release times, appointment availability, system outages, cancellation slots, priority service availability or changes made by third-party platforms.
Any estimated success prospects, appointment expectations, processing times or practical comments we provide are based on information available at that time and on the information you provide to us. They are not guarantees, warranties or promises of outcome.
We will act on the instructions you provide to us. You must ensure your instructions are complete, accurate and lawful. We are entitled to rely on the information, documents and explanations you provide unless there is an obvious reason for us to question them.
The scope of our work will be limited to the service you purchase or the work we agree to provide in writing. If you ask us to carry out additional work, urgent work, repeat work, new visa applications, dependants, extra appointment support, refusal analysis, complex document review or work outside the original scope, we may charge additional fees.
We may refuse to act, pause work or withdraw from a matter if instructions are unclear, documents are missing, fees are unpaid, deadlines are unrealistic, a conflict of interest arises, we suspect fraud or dishonesty, or you ask us to act unlawfully or in a way that breaches professional, ethical or business standards.
If you do not provide information that is necessary for a visa service, we may not be able to assess your matter, provide the requested support, prepare your application properly, book an appointment or continue acting for you.
To allow us to provide an efficient and accurate service, you agree to:
You remain responsible for the accuracy and completeness of your visa application, even where we assist with preparing or reviewing it. You must not provide false, misleading, forged, altered or incomplete documents. If you do, your application may be refused and you may face legal consequences from the relevant authority.
Our professional fees will be confirmed to you before we start chargeable work, unless we agree otherwise. Fees may be fixed, staged, hourly, urgent, premium or service-specific depending on the nature of the work.
Unless expressly stated in writing, our professional fees do not include official visa fees, embassy fees, consulate fees, visa centre charges, appointment fees, priority service fees, courier fees, translation fees, certification fees, notary fees, travel insurance, postage, bank charges, international transfer charges, travel costs, accommodation costs or any other third-party costs.
Third-party costs may change without notice and are normally set by the relevant authority or provider. You are responsible for paying all applicable third-party charges, whether paid directly by you or paid by us on your behalf after receiving funds from you.
We may require payment in advance before starting work, booking services, reviewing documents, preparing forms, securing appointment support or paying third-party charges. We may pause work if payment is late or if cleared funds have not been received.
All payments must be made in the method requested by us. You are responsible for ensuring that payment details are accurate and that any bank charges, card charges or currency conversion costs are paid by you.
If an invoice is unpaid, we may charge interest and reasonable recovery costs to the extent permitted by law. We may also suspend services, retain work product not yet delivered, cancel non-essential work or withdraw from acting for you until payment is made.
Your cancellation and refund rights depend on the service purchased, the work already carried out, whether third-party fees have been paid, whether you are acting as a consumer or a business, and any specific written terms agreed with you.
If you are a consumer and purchase services remotely, you may have a legal right to cancel within 14 days. However, you may ask us to start work during that period. If you ask us to start work before the 14-day period ends, you agree that you may have to pay for the work completed up to the point of cancellation. If the service has been fully performed with your express request and acknowledgement, you may lose the right to cancel that service.
Our professional fees are generally payable for work carried out, time reserved, advice given, document review completed, application preparation undertaken, appointment support attempted, administrative steps completed and resources allocated to your matter. We will assess any refund request fairly by reference to the work completed and the terms agreed with you.
Official fees, visa centre charges, appointment fees, courier fees, priority fees, translation fees and other third-party costs are usually non-refundable once paid to the relevant authority or provider, unless that third party refunds the amount to us or to you.
No refund will be due simply because an appointment is not available, a third-party system changes, a visa application is delayed, a visa is refused, a shorter visa is granted than expected, travel plans change, you decide not to proceed after work has started, or you provided incomplete, inaccurate or late information.
If we cancel a service before starting work and no third-party charges have been incurred, we will normally refund the professional fee paid for that service. If we cancel after work has started, we may retain a reasonable amount for work carried out and refund any balance where appropriate.
Visa appointment booking and application submission processes are often operated through third-party websites and systems. These may include embassy, consulate, government, VFS Global, TLScontact, BLS International or other visa centre platforms.
You acknowledge that third-party systems may be unavailable, delayed, inaccurate, changed, suspended, restricted, closed, updated or subject to technical errors. We are not responsible for any loss, delay, missed appointment, failed booking, form error, payment issue or system problem caused by a third-party platform or provider.
Where we assist with booking or managing an appointment, you must check all appointment details carefully, including applicant name, passport number, visa category, location, date, time and required documents. You remain responsible for attending appointments and complying with the appointment rules.
Where you provide login details, passwords, one-time codes or portal access so we can assist with an application, you confirm that you have authority to do so. You must not share security details with us unless you are comfortable doing so and unless it is necessary for the service. We may ask you to complete secure steps yourself where appropriate.
If an appointment is cancelled, rearranged or missed, further work may be required and additional fees may apply, unless the issue was caused by our clear error.
Visa applications usually require specific documents and evidence. Requirements can vary by destination country, nationality, residence status, visa category, purpose of travel, employment status, financial position and personal circumstances.
We may provide a document checklist and review documents for obvious gaps, inconsistencies or presentation issues. However, the final decision on whether documents are sufficient is made by the relevant authority, not by us.
You must provide genuine, complete and accurate documents. You must not alter, conceal, omit or misrepresent material facts. You should keep copies of all documents submitted and any receipts, appointment confirmations, decision letters or correspondence received.
If translations, certifications, notarisation, apostilles or legalisation are required, you are responsible for arranging and paying for them unless we expressly agree to assist. Translation and certification requirements can vary and may change without notice.
Where we handle original documents or passports, we will take reasonable care of them. However, you acknowledge that courier companies, postal services, visa centres, embassies and third-party providers may also handle documents. We are not responsible for loss or damage caused by third parties, except where the law says we are responsible or where the loss is caused by our failure to take reasonable care.
Any timescales we provide are estimates only unless we expressly agree a fixed deadline in writing. Visa processing times, appointment availability and passport return times are controlled by third parties and can change without notice.
Delays may be caused by missing documents, late instructions, incorrect information, peak travel seasons, public holidays, embassy closures, visa centre capacity, third-party system issues, extra checks, security checks, biometrics, courier delays, strikes, weather, international events or changes in law or policy.
You should not book non-refundable flights, accommodation, events, holidays, conferences or other arrangements until your visa has been issued and your passport has been returned, unless you accept the risk of loss if the application is delayed or refused.
Where we use service providers to process personal data for us, we take reasonable steps to ensure they process the data securely and only in accordance with our instructions or an appropriate legal basis.
We may communicate with you by email, telephone, messaging application, online form, video call, post or any other reasonable method agreed with you. Email and online communication may not always be secure, instant or error-free.
You must provide accurate contact details and check your email, phone and messages regularly. We are not responsible for delays or losses caused by your failure to receive, read or respond to communications, or by incorrect contact details provided by you.
We may monitor or record business communications where lawful and appropriate for quality, training, security, record-keeping or compliance purposes
We will treat your information and documents confidentially, subject to these Terms, our Privacy Policy, any legal obligations and any disclosures necessary to provide the agreed services.
We may share relevant information with staff, consultants, contractors, professional advisers, translation providers, courier providers, IT providers, payment providers, visa centres, embassies, consulates, government authorities and other third parties where reasonably necessary for your matter or where required by law.
You must also keep confidential any non-public information, templates, checklists, advice, pricing, processes, correspondence or documents we provide to you, unless we agree otherwise or disclosure is required by law.
We collect and use personal information to operate our website, respond to enquiries, provide visa support services, manage client relationships, take payments, keep records, comply with legal obligations and improve our services.
Our Privacy Policy explains how we collect, use, store and share personal information, and the rights you may have under data protection law. Our Cookies Policy explains how cookies and similar technologies may be used on our website.
You should read our Privacy Policy and Cookies Policy before using our website or providing personal information. Where you provide personal information about another applicant, dependant, family member, employee, director, traveller or third party, you confirm that you have authority to provide that information and that you will make the relevant person aware of our Privacy Policy where required.
Visa applications often involve sensitive personal information, including passport details, nationality, immigration history, financial information, employment information, family details, travel history, biometric appointment details and sometimes health or criminal history information. You agree that we may process relevant information as necessary to provide the agreed services and as further explained in our Privacy Policy.
You may use our website for lawful personal or business purposes connected with learning about our services, contacting us, submitting enquiries or purchasing services where available.
We do not guarantee that our website, online forms, contact forms, payment links or booking links will always be available, uninterrupted, secure or free from errors. We may suspend, withdraw, update or change any part of the website at any time.
You are responsible for ensuring that anyone who accesses our website through your internet connection or device understands and complies with these Terms.
When personal data is no longer needed, we will delete, anonymise or securely dispose of it where reasonably possible. Some information may remain in secure backups for a limited period before being overwritten or deleted in accordance with our backup processes.
All content on our website and in our materials, including text, designs, branding, logos, service descriptions, page layouts, checklists, templates, guides, FAQs, downloads, documents and other materials, belongs to us or is licensed to us, unless stated otherwise.
You may view, download or print website content for your own personal and non-commercial use. You must not copy, reproduce, adapt, republish, sell, distribute, scrape, frame, upload, commercially exploit or use our content for another business without our prior written consent.
If we provide you with documents, checklists, letters, templates or application materials as part of a paid service, those materials are provided for your own application or matter only. You must not reuse them for another person, sell them, publish them online or provide them to a competitor.
These rights are not absolute and may not apply in every situation. For example, we may need to keep certain information to comply with legal obligations, maintain business records, handle complaints, protect legal rights or complete a service you have requested.
To exercise your rights, please contact us at info@cromwellvisas.com. We may ask you to confirm your identity before responding. We will usually respond within one month, unless the request is complex or we are legally allowed to extend the response period.
You must not misuse our website. In particular, you must not:
We may restrict or block access to our website, refuse enquiries or report misuse to relevant authorities where appropriate.
The information on our website is provided for general guidance only. Visa rules, document requirements, appointment procedures, official fees, processing times, eligibility criteria and travel rules can change without notice.
Although we aim to keep website information accurate and useful, we do not guarantee that all content is complete, current or suitable for your personal circumstances. You should not rely only on website content when making visa, travel, business or immigration decisions.
Any guidance we provide must be considered in light of your individual circumstances and the requirements of the relevant authority at the time of application. Formal advice, document review or application support will only be provided where we have agreed to provide that service.
Our website may link to third-party websites, including government websites, embassy websites, consulate websites, visa application centres, appointment booking platforms, payment providers, travel insurance providers, courier providers or other external resources.
Third-party links are provided for convenience only. We do not control third-party websites and are not responsible for their content, accuracy, availability, security, fees, terms, privacy practices or decisions. You should read the terms and privacy policies of any third-party website you use.
If you purchase or use third-party services, your contract will usually be with that third party, not with us, unless we expressly state otherwise in writing.
We take reasonable steps to maintain the security of our website and systems. However, the internet is not completely secure and we cannot guarantee that our website, emails, downloads or online communications will be free from bugs, viruses or security risks.
You are responsible for using appropriate antivirus protection, secure passwords, updated software and safe internet practices. You must not misuse our website by knowingly introducing harmful code or attempting to attack our systems.
If you notice an error, vulnerability, suspicious message or security concern connected with our website or communications, please contact us promptly at info@cromwellvisas.com.
Nothing in these Terms limits or excludes any liability that cannot legally be limited or excluded, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability that cannot be excluded under applicable law.
Subject to the paragraph above, we will not be liable for any loss arising from:
Where we are legally liable to you, our total liability for a claim connected with a paid service will be limited to the professional fees paid to us for the specific service giving rise to the claim, unless the law requires a higher amount or does not allow such limitation.
If you are a consumer, nothing in these Terms affects your statutory rights.
We will not be responsible for delay or failure to perform our obligations where this is caused by events outside our reasonable control. These may include embassy or visa centre closures, government action, changes in law, strikes, transport disruption, courier delays, IT failures, cyber incidents, power failures, public health events, extreme weather, war, civil unrest, terrorism, natural disasters or other events beyond our reasonable control.
If such an event occurs, we will take reasonable steps to reduce disruption where practical, but we may need to pause, reschedule, change or cancel affected services.
You may ask us to stop acting for you at any time by giving written notice. You will remain responsible for fees and third-party costs incurred up to the date work stops.
We may stop acting for you by giving written notice where we have a reasonable reason to do so. This may include non-payment, lack of instructions, unrealistic deadlines, abusive behaviour, suspected fraud, false documents, conflict of interest, unlawful requests, breach of these Terms or circumstances where continuing to act would be inappropriate.
If we stop acting, we will explain this in writing where appropriate and tell you about any outstanding fees, documents or next steps that remain your responsibility. We may retain copies of documents and records as required for business, legal, regulatory, tax, insurance or compliance purposes.
We aim to provide a professional, clear and responsive service. If you are unhappy with our service, please contact us as soon as possible so we can try to resolve the issue.
Complaints should be sent to info@cromwellvisas.com with your full name, contact details, matter reference if available, a clear explanation of the issue and the outcome you are seeking.
We will acknowledge and review complaints within a reasonable period. We may ask for further information to understand the issue properly. We will aim to respond fairly and proportionately, taking account of the service agreed, the work completed and the evidence available.
We may update these Terms from time to time to reflect changes in our services, website, business operations, legal requirements or good practice. The updated version will apply from the date it is published on our website, unless stated otherwise.
You should check these Terms whenever you use our website or instruct us. If we make a material change that affects an ongoing paid service, we will act reasonably and will not use the change to unfairly reduce rights already agreed with you for that service.
If any part of these Terms is found to be invalid, unlawful or unenforceable, that part will be treated as deleted to the minimum extent necessary, and the remaining parts will continue to apply.
If we do not immediately enforce a right under these Terms, this does not mean we have waived that right. We may still enforce it later.
You may not transfer your rights or obligations under these Terms to another person without our written consent. We may transfer our rights and obligations where this is reasonable and does not materially reduce your rights.
These Terms do not create rights for any third party to enforce them, except where the law provides otherwise.
These Terms, together with any quotation, invoice, written service terms and policies referred to in them, form the agreement between you and us for the relevant website use or service.
These Terms are governed by the laws of England and Wales.
If you are a consumer, you may have the right to bring proceedings in the part of the United Kingdom where you live. If you are a business client, the courts of England and Wales will have exclusive jurisdiction over any dispute arising out of or in connection with these Terms, our website or our services.
