Website terms and conditions

These terms govern visits to this website and purchases or bookings made with Riogrannde Travels. Riogrannde provides independent travel planning and visa-documentary support. It is not an embassy, consulate, government body, law firm or immigration-regulated adviser, and it cannot guarantee visas, appointments, admission at a border or third-party travel services.

These Terms and Conditions (“Terms”) apply when you visit our website, make an enquiry, book a consultation, order a service, submit an application form, provide documents, make a payment or otherwise instruct Riogrannde Travels (“Riogrannde”, “we”, “us” or “our”).

By placing an order or asking us to begin work, you confirm that you have read and accepted these Terms. If you purchase for another traveller, you must have their authority and must ensure that they understand these Terms. Mandatory consumer rights are not excluded or restricted.

Riogrannde Travels is a United Kingdom-based independent travel and visa-documentary support business. Our contact address is 26 Clement Street, Birmingham, B1 2SL, United Kingdom. Telephone: 0333 090 3019. Email: hello@riograndetravels.com.

Depending on the selected service and written quotation, we may provide visa-application administrative support; document checklists and reviews; online form assistance; cover, invitation, sponsorship and explanation-letter drafting; appointment-search or booking assistance; interview preparation; travel consultations; Nigerian passport application support; flight reservations; bespoke itineraries; hotel or flight assistance; airport transfers; private drivers; tours; ground logistics; and related travel administration.

The available destinations, inclusions, prices and timelines may change.

Our visa and passport work is administrative and documentary assistance. We may help organise information, complete forms from information supplied by you, prepare supporting documents, review obvious inconsistencies, explain published requirements and assist with appointment readiness.

We are not an embassy, high commission, consulate, government department, visa application centre, passport authority or decision-maker. Unless separately stated and lawfully authorised, we do not provide legal advice or regulated immigration advice.

All applications are decided by the relevant authority. We cannot promise approval, passport issuance, an appointment date, a particular visa duration, processing time, border admission or any other outcome.

A consultation provides general travel, documentary and procedural information based on the facts supplied and the published requirements reasonably available at the time. A consultation does not create a solicitor-client relationship, guarantee eligibility or replace advice from an authorised immigration adviser, solicitor, tax adviser, medical professional or other qualified specialist.

Consultation duration, price, rescheduling rules and included follow-up will be stated at booking. If the client arrives late, the session may still end at the scheduled time. Missed appointments may be treated under the Refund Policy.

Website descriptions and quotations are invitations to purchase. A contract is formed when we accept your order in writing, issue a confirmation, or begin the agreed work after receiving payment, whichever occurs first. Automated payment acknowledgement alone does not necessarily mean that an order has been accepted.

The order confirmation, service description, quotation, invoice, these Terms, the Refund Policy and Privacy Policy form the agreement. If there is a conflict, a specific written quotation or service agreement takes priority for that service, followed by these Terms.

Our service fees are shown in pounds sterling unless stated otherwise. You must pay the amount and by the deadline shown at checkout, on the invoice or in the quotation. We may pause work while payment is outstanding.

Embassy, consular, passport, visa-centre, biometrics, courier, insurance, airline, hotel, transfer, attraction, translation, notarisation and other third-party charges are separate unless the quotation expressly says they are included. Government and supplier fees can change without notice.

You are responsible for bank charges, exchange-rate differences and payment-provider charges. We will not ask you to pay government fees to an unofficial account. Where we are authorised to make a third-party payment for you, you remain responsible for the accuracy of the selection and for any supplier terms.

• Provide complete, accurate, current and truthful information.
• Supply genuine and legible documents with names exactly as shown in passports.
• Disclose relevant prior refusals and immigration history.
• Respond promptly to requests and deadlines.
• Review every form, letter, itinerary, booking and submission pack before it is filed or used.
• Attend appointments, supply biometrics, answer officials truthfully and monitor messages.

You must not provide false, altered, misleading, unlawfully obtained or fraudulently edited documents. We may refuse or stop service if we reasonably suspect fraud, deception, abuse, unlawful activity or a risk to another person.

Any processing time shown on the website is an estimate based on published or typical information and is not a promise. Government authorities and suppliers control their own capacity and timescales. Public holidays, security checks, requests for information, technical outages, courier delays and peak demand may cause delay.

We cannot create appointment capacity, bypass official systems or guarantee an earlier appointment. Clients should instruct us early and should not make non-refundable arrangements solely in reliance on an estimated visa or passport completion date.

A flight-reservation service provides a temporary itinerary or reservation for a stated administrative purpose. It is not a paid, confirmed transport entitlement unless the document expressly states that a valid ticket has been issued and remains usable for travel.

Reservation validity depends on the airline, booking system, route and fare conditions and may expire or be cancelled without notice. A booking reference or e-ticket number does not guarantee that an embassy, airline or border officer will accept it. Clients must not represent a reservation as a paid flight where that is untrue.

We do not guarantee any minimum validity period unless confirmed in writing for the particular order. The client must verify the reservation promptly and purchase a travel ticket separately before travel.

Airlines, hotels, transfer companies, insurers, tour providers, payment processors and booking platforms are independent suppliers. Their terms, cancellation rules, baggage limits, check-in rules, safety requirements and privacy notices apply in addition to these Terms.

Where we act only as an intermediary or booking assistant, the travel service contract is between the client and the supplier. We are responsible for our own booking and administrative work, but not for a supplier’s acts, omissions, insolvency, schedule changes or service quality except where the law makes us responsible.

Changes are subject to feasibility, supplier rules, government-system restrictions and additional charges. One reasonable correction caused by our clerical error will be made without a further service fee. Changes caused by new instructions, omitted information, changed dates, changed circumstances or client error may be charged at the published or quoted rate.

Once a government form has been submitted, an appointment booked, a reservation issued or a supplier booking confirmed, amendment may be impossible or may require a new application or payment.

We may suspend or end the service if payment is not made; information is not supplied; instructions are abusive, unsafe or unlawful; documents appear false or altered; a conflict or regulatory concern arises; a supplier or government route becomes unavailable; or performance is prevented by circumstances outside reasonable control.

If we cancel for reasons not caused by the client, any refund will be calculated fairly for undelivered Riogrannde services. Third-party sums already committed remain subject to supplier rules.

The website’s design, text, brand assets, checklists, templates, photographs and original materials belong to Riogrannde or its licensors. You may use client-specific documents for the intended personal application or journey, but may not resell, publish, scrape, reproduce or commercially exploit our materials without written permission.

You must not misuse the website, introduce malicious code, attempt unauthorised access, interfere with its operation, harvest personal data or use automated tools in a way that damages the service.

If you submit a review, testimonial, photograph or other content for publication, you confirm that it is truthful, lawful and does not infringe another person’s rights. We will obtain any consent required before publishing identifiable client information. We may moderate or remove unlawful, misleading, abusive or irrelevant content.

Our Privacy Policy explains how we handle personal information. Visa and travel work can involve passports, financial documents, family details and other sensitive records. You must avoid sending information that is not required and must have authority to provide another person’s data.

We use reasonable safeguards but no online transmission or storage method is completely secure. Third-party authorities and suppliers act under their own privacy notices.

We will provide our services with reasonable care and skill. Nothing in these Terms excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or mandatory consumer rights.

Subject to those rights, we are not responsible for a refusal, government or supplier decision, border refusal, missed journey, expired reservation, processing delay or loss caused by inaccurate or late client information, failure to follow instructions, or a third party outside our reasonable control.

For losses arising from our breach, we are responsible only for losses that were reasonably foreseeable when the contract was made. We do not exclude remedies a consumer is entitled to receive under the Consumer Rights Act 2015.

We are not responsible for delay or failure caused by events we could not reasonably control, including government system failure, embassy closure, industrial action, severe weather, epidemic, war, civil disorder, cyber incident, airline disruption, supplier insolvency or telecommunications failure. We will take reasonable steps to communicate and reduce avoidable impact.

Please email hello@riograndetravels.com with your name, order reference, the service concerned, what went wrong and the resolution requested. We aim to acknowledge complaints within five working days and provide a substantive response within 20 working days, although complex cases may take longer.

Nothing in this section prevents a consumer from using available statutory rights, chargeback rights, alternative dispute resolution where applicable, or court remedies.

Cancellation rights and refund calculations are set out in the Refund and Cancellation Policy, which forms part of these Terms. Statutory cancellation rights apply where required. If you ask us to begin a service during a statutory cancellation period, we may request express consent and acknowledgement of the consequences described in that policy.

These Terms are governed by the law of England and Wales. If you are a consumer resident elsewhere in the United Kingdom or another jurisdiction, you retain any mandatory local protections and may be entitled to bring proceedings in your local courts. Business-to-business disputes are subject to the exclusive jurisdiction of the courts of England and Wales unless agreed otherwise.

If one provision is unenforceable, the remaining provisions continue. A delay in enforcing a right is not a waiver. You may not transfer your contract without our consent; we may transfer it where this does not reduce consumer protections. No person other than the parties has contractual enforcement rights unless the agreement expressly states otherwise.

We may update these Terms for future orders. The version accepted when an order is placed normally governs that order unless a legal change requires otherwise. The current version and effective date will appear on the website.