Terms and Conditions

1. Service provider

The services offered through ke-visa.com are provided by:

2. Acceptance of these Terms

By accessing the website, submitting an application, creating an order, making a payment or otherwise using a service offered through ke-visa.com, you agree to these Terms and Conditions.

If you do not agree to these terms, you should not submit an application or purchase a service through this website.

3. Nature of our service

ke-visa.com provides independent application-assistance and travel-support services related to travel to Kenya.

Services may include:

• general Kenya eTA information;
• configured nationality and eligibility guidance;
• application form assistance;
• review and organisation of applicant information;
• document-checklist assistance;
• secure document collection;
• payment and order administration;
• application-status communication;
• general customer support relating to an order.

The exact scope of service depends on the product selected and the information displayed before payment.

4. We are not the Government of Kenya

An applicant may be able to obtain an authorisation directly through the relevant governmental process without purchasing our assistance service.

Our service fee compensates ke-visa.com for assistance, administration and support and is separate from any official government charge.

5. Eligibility and travel-policy information

Eligibility information shown on ke-visa.com is intended to assist travellers in understanding the configured entry requirements applicable to different nationalities and travel purposes.

Immigration rules can change, sometimes without advance notice. Travellers remain responsible for ensuring that they satisfy current entry requirements at the time of travel.

An eligibility result displayed by the website is not an immigration decision and does not guarantee admission to Kenya.

6. Applicant responsibilities

Applicants are responsible for providing complete, accurate and truthful information.

This includes checking:

• names as they appear in the passport;
• date of birth;
• nationality;
• passport number;
• passport issue and expiry dates;
• travel dates;
• travel purpose;
• email address;
• supporting documents.

Incorrect or incomplete information may result in delays, additional requests, rejection or inability to process an application.

7. Multiple-applicant orders

The application system may permit several travellers to be included in a single order.

The person submitting the order confirms that they are authorised to provide the information of every traveller included in that order.

Each traveller's eligibility, documentation requirements, official charges and service fees may be calculated separately.

8. Fees and pricing

Prices presented before checkout may contain separate components, including:

• government or official processing charges;
• currency conversion where applicable;
• ke-visa.com service fees;
• the total amount payable.

Service fees may vary according to the application or assistance type selected.

The customer should review the order summary before completing payment.

9. Payments

Payment methods may include card payments processed through Stripe and payments facilitated through PayPal.

Where card authentication is required by the issuing bank or payment provider, the customer may be required to complete additional authentication before payment is confirmed.

An order is not treated as paid merely because the customer has reached a payment-return page. Payment must be confirmed by the relevant payment provider and verified by our server-side systems.

Customers should not submit duplicate payments when a transaction is still being processed or verified.

10. Refunds and cancellation

Refund eligibility depends on the stage reached by the order, the work already performed and whether third-party or governmental charges have already been incurred.

Once substantial application-assistance work has started, a service fee may no longer be fully refundable.

Official or third-party charges already paid or committed may also be non-refundable where the relevant provider does not return those amounts.

A customer requesting cancellation should contact: support@ke-visa.com as soon as possible.

Nothing in these terms removes any mandatory consumer rights that apply under applicable law.

11. Supporting-document uploads

After payment, applicants may be asked to upload documents required for their selected service.

Applicants are responsible for ensuring that submitted files are readable, current, relevant and associated with the correct traveller.

The system may restrict:

• accepted file formats;
• file sizes;
• the number of uploads;
• reuse of secure document-upload links.

A secure upload link may become unusable after the configured document submission process is completed.

12. Processing times and immigration decisions

Any processing time mentioned on the website is an estimate or informational guideline unless expressly stated otherwise.

Processing may take longer because of:

• incomplete information;
• missing or unclear documents;
• additional verification;
• government processing times;
• technical interruptions;
• public holidays or exceptional demand.

ke-visa.com cannot guarantee that an eTA or other permission will be issued by a particular date.

Approval, refusal, cancellation and final admission decisions are made by competent authorities and not by ke-visa.com.

13. Email and service communications

Customers may receive transactional communications concerning:

• order creation;
• payment confirmation;
• document-upload instructions;
• missing-document reminders;
• document receipt;
• application-status information;
• customer-support matters.

Customers are responsible for supplying a valid email address and checking their inbox and spam or junk folders.

14. Third-party services

Parts of the service may rely on third-party systems, including payment processors, hosting providers, email systems or other technical service providers.

Those third parties operate according to their own service conditions, availability and privacy practices.

We are not responsible for interruptions or failures solely caused by systems outside our reasonable control.

15. Prohibited use

Users must not use ke-visa.com to:

• submit false, deceptive or fraudulent information;
• impersonate another person without authority;
• upload malicious or unlawful files;
• attempt to bypass application security controls;
• gain unauthorised access to another applicant's information;
• interfere with payment or authentication systems;
• use automated systems in a manner that damages or overloads the service;
• use the website for unlawful purposes.

16. Limitation of responsibility

ke-visa.com is responsible for providing the assistance service purchased by the customer with reasonable care, subject to these terms and applicable law.

We cannot guarantee:

• approval of an immigration authorisation;
• admission at a border or port of entry;
• government processing times;
• airline boarding decisions;
• availability of external governmental systems;
• changes to immigration policy after an application is submitted.

Travellers remain responsible for verifying their travel documents and entry eligibility before departure.

Nothing in these Terms excludes liability that cannot lawfully be excluded or limited.

17. Travel arrangements

Customers should consider avoiding non-refundable travel arrangements that depend solely on an immigration authorisation being granted within a particular period.

ke-visa.com does not accept responsibility for airline, hotel, transport or other travel losses resulting solely from a governmental delay or refusal, except where applicable law provides otherwise.

18. Intellectual property

Original website content, design elements, service descriptions and application materials produced by ke-visa.com may be protected by applicable intellectual-property laws.

Users may access the site for their personal or legitimate business use but may not copy or republish substantial proprietary material for unauthorised commercial purposes.

19. Privacy and personal information

Personal information submitted through ke-visa.com is handled according to our Privacy Policy and applicable privacy requirements.

You can read the Privacy Policy at: https://www.ke-visa.com/privacy-policy

20. Website availability

We aim to maintain reliable website and application access, but uninterrupted availability cannot be guaranteed.

Temporary interruptions may occur for maintenance, software updates, hosting issues, security events or circumstances outside our reasonable control.

21. Changes to these Terms

These Terms and Conditions may be updated to reflect changes to the website, services, payment systems, operational processes or applicable legal requirements.

The version available on this page at the time a service is used is the published version applicable at that time, subject to mandatory legal rights.

22. Applicable law and disputes

These Terms should be interpreted in accordance with applicable law governing ke-visa.com and the relevant transaction, without limiting any mandatory consumer protections that apply to the customer.

Customers are encouraged to contact us first if a dispute arises so that the issue can be reviewed and, where possible, resolved directly.

23. Contact