LEGAL INFORMATION
1. About These Terms
These Terms of Service (“Terms”) govern the provision of consulting and administrative support services by Meretime Grupp OÜ, trading as NordVisa (“we,” “us,” “NordVisa”), registered in Estonia under registration number 10858669, registered address Uus-Sadama tn 21-207, Kesklinna linnaosa, 10120 Tallinn, Harju maakond (“the Company”), to any individual or entity that engages our services (“you,” “the Client”).
By engaging our services — whether by submitting a contact form, signing a service agreement, or making payment — you agree to be bound by these Terms. If you do not agree, please do not use our services.
2. Nature of Our Services
2.1. NordVisa provides consulting, documentation, and administrative support services related to visas, residence permits, e-Residency, business formation support and coordination, and related immigration matters in Estonia and, where specified, other jurisdictions.
2.2. NordVisa is not a law firm and does not provide legal representation before courts or other authorities where such representation requires a licensed attorney or other specifically authorised professional. Where a matter requires such representation, we may refer you to an independent licensed professional, who will provide their services under separate terms.
2.3. Our role may include assessing your case, advising on applicable requirements and procedures, preparing and reviewing documentation, and assisting with submission. Where permitted by the applicable procedure and separately agreed with you, NordVisa may also submit documentation or communicate with the relevant authority on your behalf.
3. No Guarantee of Outcome
3.1. Final decisions on all visa, residence permit, citizenship, and related applications are made exclusively by the relevant government authority (including but not limited to the Police and Border Guard Board (PPA), foreign embassies, and consulates). NordVisa has no authority over, and cannot guarantee, the outcome of any application.
3.2. We will use reasonable professional care to prepare your application package based on the information and documents you provide and the requirements applicable or known to us at the relevant time. We do not guarantee approval, a specific processing time, or any particular outcome.
3.3. Processing times communicated by NordVisa are estimates based on statutory timeframes or general experience and are not binding commitments.
4. Client Obligations
4.1. You agree to provide accurate, complete, and truthful information and documentation. NordVisa is not responsible for delays, refusals, or other consequences resulting from incomplete, false, or misleading information provided by you.
4.2. You are responsible for the authenticity of all documents you provide. NordVisa does not verify the authenticity of documents issued by third parties (e.g., foreign civil registries) beyond reasonable checks.
4.3. You agree to respond to requests for additional information or documents within a reasonable time, as delays on your part may affect processing times or outcomes.
5. Communication and Electronic Services
5.1. Unless otherwise agreed, communications relating to your case may be conducted electronically, including by email, video call, messaging services, or other agreed electronic means. You are responsible for providing accurate contact details and for monitoring communications relating to your case. Electronic copies of documents may be used for preparation and review purposes unless originals or certified copies are required by the relevant authority or procedure.
6. Fees and Payment
6.1. Service fees are as set out on our website or in an individual quote/service agreement, and are exclusive of third-party costs such as state fees, notary fees, translation costs, and courier fees, unless explicitly stated otherwise.
6.2. Payment terms depend on the type of service:
- Short, standard-scope services (e.g., Tourist & Business Visas, e-Residency Support, Short-term Employment registration): full payment (100%) is due upon engagement, before work begins.
- Longer or more complex services (e.g., Residence Permits, National Long-term Visa, Family Reunification, Business Setup in Estonia, Estonian Citizenship, Renunciation of Russian Citizenship, Visas to USA/UK/Canada, Asia & Middle East, CIS & Central Asia): payment is split into two parts — 50% upon engagement, due before we begin preparing your case, and the remaining 50% due upon submission of your application to the relevant authority. The balance is tied to submission, not to approval, as NordVisa does not control or guarantee the outcome of any application (see Section 3).
- Large or extended engagements (e.g., complex business formation projects): payment may be split into three or more instalments. The applicable payment schedule and milestones will be specified in the individual quote or service agreement.
6.3. All fees are quoted in euros (€). Unless otherwise stated, prices are exclusive of any taxes that may become applicable. NordVisa is currently not registered for VAT in Estonia.
6.4. Where a service involves a deposit or partial payment, you expressly agree that NordVisa may begin work immediately upon receipt of that payment. See Section 7.3 regarding the right of withdrawal in this case.
7. Cancellation and Refunds
7.1. Short, standard-scope services (100% prepayment):
- If you cancel before we have begun providing the service, the amount paid will be refunded, subject to any applicable administrative fee stated at the time of engagement.
- If you cancel after we have begun providing the service at your express request, NordVisa may retain an amount proportionate to the services already performed up to the time of cancellation.
- Once the service has been fully performed, the service fee is non-refundable, subject to any mandatory rights available to you under applicable consumer law.
7.2. Longer or complex services (deposit + balance):
- If you cancel before we have begun work: the deposit is refunded minus a €100 administrative fee.
- If you cancel after work has begun but before submission, the amount retained by NordVisa depends on the stage reached, as follows:
Stage reached
Total fee retained
Initial case review and document checklist provided
25% of total fee retained
Document review completed / application drafted
50% of total fee retained
Application finalized, ready for submission
75% of total fee retained
Application submitted to the relevant authority
100% of total fee retained (non-refundable — service fully performed)
Any amount paid in advance exceeding the retained percentage will be refunded. Any shortfall between the amount paid and the amount retained will be invoiced separately. Once your application has been submitted to the relevant authority, all fees paid (deposit and balance) are non-refundable, as the service has been fully performed on our part.
7.3. EU Right of Withdrawal (14-Day Cooling-Off Period)
Consumers concluding a service contract at a distance generally have a 14-day right of withdrawal from the date the contract is concluded, in accordance with applicable EU and Estonian consumer protection law.
If you request NordVisa to begin providing the service before the expiry of the 14-day withdrawal period, you expressly request that performance of the service begin during that period and acknowledge that:
- if you withdraw before the service has been fully performed, you may be required to pay an amount proportionate to the services already provided up to the time of withdrawal; and
- once the service has been fully performed, you will lose your right of withdrawal.
Any administrative cancellation fee stated in these Terms does not apply where you exercise a statutory right of withdrawal and NordVisa has not yet begun performing the service. Your express request for NordVisa to begin providing the service during the withdrawal period, together with your acknowledgment concerning the loss of the right of withdrawal following full performance, must be provided before NordVisa begins such performance. NordVisa will record and, where required by applicable law, confirm this request and acknowledgment on a durable medium, such as by email or another format that can be retained by you.
7.4. NordVisa may decline, suspend, or discontinue services where there are reasonable grounds to do so, including where information or documentation appears false, misleading, fraudulent, or incomplete; where the Client fails to cooperate or provide requested information; where continuing the engagement may create legal, regulatory, sanctions, compliance, or reputational concerns; or where the matter falls outside our expertise. Any fees paid for services not yet performed will be refunded, subject to applicable law.
8. Limitation of Liability
8.1. To the maximum extent permitted by applicable law, NordVisa’s aggregate liability arising out of or in connection with a specific service is limited to the total service fees paid by you to NordVisa for that specific service. This limitation does not apply to liability that cannot lawfully be limited or excluded.
8.2. NordVisa is not liable for:
• decisions made by government authorities, embassies, or consulates;
• delays caused by government processing times, strikes, system outages, or similar circumstances outside our control;
• consequences of inaccurate or incomplete information provided by you;
• indirect or consequential losses (e.g., lost income, cancelled travel, lost employment opportunities) resulting from a delayed or refused application.
• the Client’s failure to follow instructions, attend appointments, meet deadlines, or provide requested information or documentation in time;
• changes in laws, administrative practices, eligibility criteria, government procedures, or documentary requirements occurring after the service has commenced, where such changes are outside NordVisa’s reasonable control.
8.3. Nothing in these Terms excludes liability that cannot be excluded under mandatory Estonian or EU consumer protection law.
9. Confidentiality and Data Protection
9.1. We process personal data in accordance with our Privacy Policy, which describes how and why we collect, use, disclose, retain, and otherwise process personal data in connection with our services.
9.2. Where we share your information with third parties (licensed partners, translators, notaries, or authorities), we do so only as necessary to deliver the service, as described in our Privacy Policy.
10. Third-Party Services
10.1. Where NordVisa coordinates services with independent third parties, including notaries, translators, business service providers, attorneys, couriers, or other professional partners, we select and coordinate such providers in good faith and with reasonable care. Unless expressly agreed otherwise, such third parties provide their services independently and remain responsible for the quality, accuracy, legality, and timely performance of their own services.
To the maximum extent permitted by law, NordVisa is not liable for errors, omissions, delays, or other acts or failures attributable to an independent third-party provider. Nothing in this Section excludes NordVisa’s responsibility for its own negligence in selecting or coordinating such providers where such responsibility cannot lawfully be excluded.
11. Complaints and Dispute Resolution
11.1. If you are unhappy with our services, please contact us at info@nordvisa.ee so we can try to resolve the matter directly through good-faith negotiation.
11.2. If we are unable to resolve a consumer complaint directly, a consumer may have the right to refer the dispute to the competent consumer dispute resolution body in Estonia or another body available under applicable consumer protection law. Nothing in these Terms limits any mandatory consumer dispute resolution or judicial remedies available to the Client.
12. Changes to These Terms
12.1. We may update these Terms from time to time. The version applicable to your engagement is generally the version accepted by you when the relevant service was ordered, unless a change is required by law or you expressly agree to an updated version. The current version of these Terms will be published on our website.
13. Governing Law and Jurisdiction
13.1. These Terms and the contractual relationship between you and NordVisa are governed by the laws of the Republic of Estonia, without prejudice to any mandatory consumer protection provisions applicable under the law of the Client’s country of habitual residence.
13.2. Any dispute that cannot be resolved amicably shall be submitted to the competent courts in accordance with applicable jurisdiction rules. Nothing in these Terms deprives a consumer of any mandatory right to bring proceedings before a court that has jurisdiction under applicable consumer protection law.
14. Contact
Meretime Grupp OÜ, trading as NordVisa
Registration number: 10858669
Registered address: Uus-Sadama tn 21-207, Kesklinna linnaosa, 10120 Tallinn, Harju maakond
Email: info@nordvisa.ee
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