Terms of Service

DEFINITIONS

Terms and Conditions – a document specifying the principles of operation and use of the PASSPORTA online service, as well as the rules for the provision of services by PASSPORTA.
PASSPORTA – PASSPORTA Spółka z Ograniczoną Odpowiedzialnością, registered under NIP: 6343050934, KRS: 0001150100, share capital: PLN 50,400.00, with its registered office at ul. Jana III Sobieskiego 2, 40-082 Katowice.
Platform – the official website PASSPORTA.com, serving as a tool for the provision of services by PASSPORTA.
Client – an adult individual who enters into an agreement for visa services via the form available on the Platform.
Consumer – a user engaging in transactions with PASSPORTA in a scope not directly related to their business or professional activities.
Visa – an official document authorizing the holder to cross a border or stay in another country, issued by the competent consular authorities of the given state.
Special Visas – visa services offered by PASSPORTA Sp. z o.o., processed on an expedited basis and available to Platform Clients for a specified fee.
Services – a package of activities including consultancy and mediation in obtaining visas, provided by PASSPORTA for its Clients.
Agreement – an agreement specifying the obligations between PASSPORTA and the Client regarding the provision of visa services, concluded through the Platform.
Personal Data – information concerning an identified or identifiable natural person (“data subject”); an identifiable person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, identification number, location data, online identifier, or one or more specific factors determining the physical, physiological, genetic, psychological, economic, cultural, or social identity of a natural person; for the purposes of these Terms and Conditions, the term personal data also includes data carriers such as documents and photographs.
Sensitive Personal Data – data revealing racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic data, biometric data allowing the unique identification of a person, or data concerning health, sexuality, or sexual orientation.
GDPR – Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).
Partners – entities with which PASSPORTA cooperates within the framework of a joint offer of products and services, as well as for the promotion of their activities and marketing efforts. PASSPORTA does not share its Clients' personal data with these partners.

GENERAL PROVISIONS

These Terms and Conditions define the terms of concluding and executing agreements for the provision of visa services and additional services provided by PASSPORTA. The Terms and Conditions also specify, in other respects, the principles for personal data processing, the rights and obligations of the parties, and the procedures for submitting complaints.
PASSPORTA is the entity responsible for managing the website www.passporta.com. PASSPORTA, with its registered office in Katowice, ul. Jana III Sobieskiego 2, 40-082 Katowice, NIP: 6343050934, KRS: 0001150100, is the sole owner of the Platform and is responsible for its operation and the content published on it.
By using the Platform, Clients may enter into agreements for visa services and additional services provided by PASSPORTA.
Clients and visitors to the Platform may submit feedback and inquiries regarding its operation in the following ways:
1. by sending correspondence to the address: PASSPORTA sp. z o.o., ul. Jana III Sobieskiego 2, 40-082 Katowice, Poland,
2. by sending an email to: [email protected],
3. by contacting via telephone at:
  1. Polish language +48 32 431 00 23
  2. German language +37 260 934 30
  3. English language +44 20 8089 4595
  4. French language +33 187 650 033
PASSPORTA undertakes to review complaints within 14 days of their receipt and to provide a response to the Client or the complainant at the address provided. In justified cases, PASSPORTA may request additional information from the complainant, which may result in an extension of the complaint review period.
All elements of the Platform, including textual content, graphics, multimedia materials, and the software source code, are the property of PASSPORTA and are legally protected. Any copying, reproduction, or use of the Platform elements in a manner inconsistent with their intended purpose without prior consent from PASSPORTA is prohibited.
Clients and visitors to the Platform are prohibited from using tools or software that could disrupt the Platform’s operation or compromise the security of PASSPORTA, Clients, or other users. In particular, the use of viruses, spyware, malware, or any other tools that may cause system damage or interfere with data is strictly prohibited.

CONCLUSION OF THE AGREEMENT WITH PASSPORTA

By using the Platform, the Client enters into an agreement for the provision of visa services with PASSPORTA. Under this agreement, PASSPORTA undertakes to represent the Client before the competent authority to obtain a Visa, while the Client agrees to pay the agreed fee.
The agreement is concluded upon completion of the registration form and payment of the required fee, which includes both the consular fee and PASSPORTA’s commission. The payment is considered completed once the funds are credited to PASSPORTA’s account. Available payment methods include bank transfer, card payment, and electronic payment systems.
The Client is obligated to provide complete, accurate, and up-to-date information in the registration form. PASSPORTA reserves the right to contact the Client for verification. If required by the visa authority, PASSPORTA may request additional information, documents, or data completion.
Upon payment, the Client receives confirmation of the agreement and its terms via email.
By entering into the agreement, the Client confirms the accuracy of the provided information and acknowledges that incorrect or outdated data may result in visa application rejection. The Client also confirms familiarity with and acceptance of the Terms and Conditions, the information clause specified in § 7, and the voluntary nature of the agreement.
The Client’s acceptance of the Terms and Conditions signifies a full understanding of the rules governing the use of the Platform.
Upon concluding the agreement, the Client automatically grants PASSPORTA power of attorney to represent them in the visa process, including submitting the application, paying official fees, and collecting the issued document.
In the event of the Client’s withdrawal from the agreement, the power of attorney is immediately revoked.
The Client’s Personal Data, necessary for service execution, is submitted to the competent visa authority along with the visa application.
Upon receipt of the visa decision, PASSPORTA promptly sends the Visa to the Client’s email address provided in the registration form, along with instructions for its use.
If, due to legal reasons—such as international regulations or laws of the destination country—the submission of the visa application is impossible, PASSPORTA deducts a €15 fee for data analysis and preparation, refunding the remaining amount to the account from which the payment was made. If a refund to the same account is not possible, the Client must provide an alternative account number.
The Client may opt for expedited visa service by selecting one of the available processing options:
1. Rush Processing – completion within 48 hours, up to 2 business days;
2. Super Rush Processing – completion within 24 hours, up to 1 business day;
3. Emergency Processing – completion within 6 hours, if the application is submitted on a business day. These deadlines apply to business days only.
The Special Visa service requires an additional fee, as indicated on the Platform. In case of visa issuance delays due to reasons beyond PASSPORTA’s control, the full amount is refunded to the Client.
Ordering the Special Visa service is done at the explicit request of the Client. By entering into the agreement, the Client consents to the immediate commencement of service provision before the expiration of the statutory withdrawal period for distance contracts and acknowledges the loss of the right to withdraw after full service completion by PASSPORTA. Due to the nature of the service, its execution begins immediately, before the standard 14-day withdrawal period expires.
Using the Platform and accessing the provided services and digital content require:
- A device with internet access,
- An up-to-date web browser,
- An active email address.
To properly view documents, the Client should have software capable of opening PDF files.
The Client, after concluding the agreement, may create a Client Account on the Platform, allowing service management and access to order history. Upon first login, the Client sets a username and password. The Client may request the deletion of their account at any time.

RIGHTS AND OBLIGATIONS OF THE PARTIES

PASSPORTA oversees the proper functioning of the Platform, ensuring its continuous availability and the accuracy of content across all its subpages.
PASSPORTA is not liable for:
1. consequences of the Client providing incorrect, outdated, or incomplete information in the registration form or failing to update such data,
2. damages resulting from the Client’s violation of third-party rights while using the Platform,
3. interruptions, disruptions, or unavailability of the Platform caused by force majeure,
4. damages arising from the Client’s failure to comply with the provisions of the Terms and Conditions,
5. incompatibility of the Client’s device with the technical requirements of the Platform, provided that prior notice was given,
6. consequences resulting from the decisions of the visa authority, over which PASSPORTA has no control.
PASSPORTA informs that the execution time of the agreement, including the delivery of the Visa to the Client, depends on the decision of the competent authority. PASSPORTA is not responsible for any delays arising from administrative procedures unless such delays result from its actions.
PASSPORTA’s liability for any damages is governed by the provisions of the Civil Code and the Act on the Provision of Electronic Services of July 18, 2002.
Digital content and digital services are made available to the Client immediately after concluding the agreement, unless otherwise agreed. Digital content is considered delivered when the Client or their physical or virtual device gains access to its content. Digital service is considered delivered when the Client gains access to it.
The Client has the right to withdraw from the agreement without receiving the digital content or digital service if:
1. based on their statement or circumstances, it is evident that PASSPORTA will not deliver the digital content or digital service,
2. the parties agreed, or the circumstances of the agreement indicate, that the delivery deadline was crucial for the Client, and PASSPORTA did not meet this deadline.
PASSPORTA is liable for the lack of conformity of digital content or digital services with the agreement if such non-conformity existed at the time of delivery and was discovered within two years of that moment. If the non-conformity is revealed within one year of delivery, it is presumed to have existed at the time of delivery. This presumption does not apply if:
1. the Client’s digital environment does not meet the technical requirements specified by PASSPORTA before concluding the agreement,
2. the Client, despite prior notice of their obligation to cooperate in verifying the compliance of the digital content or digital service, failed to take actions to determine the cause of the non-conformity.
The Client agrees to:
1. not share their Platform account username and password with third parties,
2. properly secure access to their account against unauthorized persons.
PASSPORTA is not liable for damages resulting from:
1. the Client sharing their login credentials with third parties,
2. improper account security measures taken by the Client, unless PASSPORTA is at fault.

CLIENT'S RIGHTS

A Consumer who has concluded an agreement with PASSPORTA for visa services has the right to withdraw from the agreement within 14 days without providing a reason and without incurring additional costs. In the event of a valid withdrawal, the agreement is considered null and void.
If the Client submits a withdrawal statement before PASSPORTA accepts the offer, the offer ceases to be binding.
The withdrawal period is counted from the day of service execution, and in other cases from the moment of agreement conclusion.
The Client may withdraw from the agreement by submitting a written or electronic withdrawal statement. They may use the withdrawal form available in Annex No. 1 to the Terms and Conditions, but it is not mandatory.
To comply with the withdrawal period, the Client must send the statement before the deadline expires to PASSPORTA's address or electronically to [email protected]. PASSPORTA will confirm receipt of the withdrawal statement via email.
PASSPORTA will refund all payments made by the Client, including delivery costs, promptly but no later than 14 days from the date of receiving the withdrawal statement.
The refund will be made using the same payment method used by the Client, unless the Client agrees to another refund method that does not generate additional costs. PASSPORTA may withhold the refund until the returned goods are received or proof of return is provided, whichever occurs first.
The provisions of the Terms and Conditions applicable to Consumers also apply to individuals concluding an agreement directly related to their business activity, provided that, based on the agreement's content, it does not have a professional character for that individual. This assessment is based particularly on the business activity information disclosed in the relevant business register.
If a Consumer withdraws from the agreement after previously consenting to the service execution before the withdrawal period expires, they must pay for the portion of the service performed up to the time of withdrawal. The fee is determined proportionally based on the extent of services performed relative to the total agreement amount.
In the event of withdrawal from an agreement concerning the delivery of digital content or digital services, the Client agrees to:
- cease using the content or service,
- not share it with third parties,
- refrain from redistributing it.
PASSPORTA has the right to prevent further access to the digital content or digital services, for example, by blocking access or deactivating the Client’s account.
The Client is not entitled to withdraw from the agreement in the following cases:
1. Paid service agreements, if PASSPORTA has fully provided the service with the Client’s explicit consent, and the Client was informed before execution that they would lose the right to withdraw once the service was completed, which they confirmed,
2. Agreements for the delivery of digital content not stored on a physical medium, where the Client consented to immediate availability and was informed that they would lose the right to withdraw, with PASSPORTA providing the necessary confirmation.

SPECIFIC PROVISIONS – MARKETING

At the Client’s request, PASSPORTA issues an invoice for the execution of the Agreement and sends it to the email address provided by the Client. The Client agrees to receive invoices in electronic form, in accordance with the Act of March 11, 2004, on Goods and Services Tax.
PASSPORTA enables the Client to receive marketing and commercial information regarding the current offer of PASSPORTA and its Partners via email. Receiving such information requires the Client’s explicit prior consent to receive commercial information about PASSPORTA’s services and the services or goods of Partners. The processing of such consents is carried out in accordance with the Act of July 18, 2002, on the Provision of Electronic Services and the Act of July 16, 2004, Telecommunications Law, which governs the use of telecommunications end devices and automated calling systems for direct marketing purposes.
The Client has the right to unsubscribe from marketing and commercial information at any time by:
1. Clicking the unsubscribe link included in the received email,
2. Sending an email to PASSPORTA with a request to unsubscribe,
3. Using the contact form available on the Platform.
PASSPORTA is not responsible for the provision of services or the delivery of goods by its Partners. The terms of service provision and product delivery are solely determined by those entities.

PRIVACY POLICY

To comply with Regulation (EU) 2016/679 of the European Parliament and of the Council of April 27, 2016, concerning the protection of natural persons with regard to the processing of personal data and the free movement of such data, and repealing Directive 95/46/EC (GDPR), PASSPORTA informs Clients about the principles of personal data processing and their rights.

The Personal Data Controller is PASSPORTA, with its registered office at ul. Jana III Sobieskiego 2, 40-082 Katowice, Poland, NIP: 6343050934, KRS: 0001150100.
The Client may contact the Data Controller regarding personal data protection via email: [email protected] or by phone at:
1. Polish language +48 32 431 00 23
2. German language +37 260 934 30
3. English language +44 20 8089 4595
4. French language +33 187 650 033
For matters related to personal data protection, the Client may also contact PASSPORTA’s Data Protection Officer by sending an email to [email protected].
The Client’s Personal Data is processed for the purpose of executing the Agreement to which the Client is a party or taking pre-contractual actions at the Client’s request, based on Article 6(1)(b) GDPR.
In certain cases, PASSPORTA may process Personal Data based on:
1. A legal obligation (Article 6(1)(c) GDPR),
2. Protection of the vital interests of the Client or another natural person (Article 6(1)(d) GDPR),
3. PASSPORTA’s legitimate interests (Article 6(1)(f) GDPR), including:
  - Marketing of PASSPORTA’s services,
  - Monitoring service quality, including analyzing Platform traffic,
  - Handling legal disputes, defense against claims,
  - Ensuring security in service provision and transactions.
Data may be processed based on the Client’s consent when no other legal basis applies, in accordance with Article 6(1)(a) GDPR.
PASSPORTA processes Sensitive Personal Data only based on the Client’s explicit consent, particularly regarding health information or criminal records, if required in the visa application process (Article 9(2)(a) GDPR).
If the visa process requires criminal records data (e.g., for visa applications to Australia, Canada, or Kenya), the processing is based on Article 10 GDPR and the national regulations of the relevant visa authority.
PASSPORTA may contact the Client via email to collect service feedback. For this purpose, it may entrust data processing to Trustpilot A/S, to which it provides the Client’s name, email address, and order number.
Personal Data may be shared with the following entities:
1. Public authorities authorized to process visa applications,
2. State institutions fulfilling legal obligations,
3. Entities processing electronic payments and banking transactions,
4. Companies supporting PASSPORTA in service provision, including:
  - Hosting service providers,
  - Law firms and accounting offices,
  - Customer service providers and quality monitoring entities.
Personal Data is retained for the necessary period to fulfill the purposes for which it was collected. After the Agreement is completed, PASSPORTA may retain data for the legally required period or for a legitimate interest, but no longer than 6 years from collection.
The Client has the right to:
1. Access their data,
2. Rectify incorrect or incomplete data,
3. Request data erasure ("right to be forgotten") in specific cases,
4. Restrict data processing,
5. Data portability, if processing is based on consent or contract,
6. Object to processing in justified cases.
The Client has the right to withdraw consent for data processing at any time. Withdrawal of consent does not affect the legality of processing prior to withdrawal.
In case of data protection violations, the Client has the right to file a complaint with the relevant supervisory authority.
PASSPORTA may transfer data to countries outside the European Economic Area (EEA) to fulfill the Agreement. In such cases, standard contractual clauses of the European Commission are applied to ensure an adequate level of data protection.
For visa applications to certain non-EEA countries (Australia, Bahrain, Cambodia, Egypt, India, Kenya, Myanmar, Oman, Sri Lanka, Tanzania, Turkey, USA, Vietnam), the Client’s data may be transferred to relevant government authorities in accordance with the applicable regulations of that country. Transfers to the USA and the UAE may occur based on standard contractual clauses approved by the European Commission, ensuring high-level personal data protection. For transfers to Canada, data processing is necessary for the execution of the visa intermediary service agreement, and the European Commission's decision of December 20, 2001, confirms that Canada ensures an adequate level of data protection.
The Client has the right to obtain a copy of their personal data provided to PASSPORTA.
Providing Personal Data is voluntary but necessary to conclude and execute the Agreement for Visa Services. Failure to provide the required data will prevent the service from being performed.

Definitions
- Administrator – PASSPORTA Spółka z Ograniczoną Odpowiedzialnością, headquartered at ul. Jana III Sobieskiego 2, 40-082 Katowice, Poland, NIP: 6343050934, KRS: 0001150100, with a share capital of PLN 50,400.00, operating the website PASSPORTA.com.
- User – any natural person visiting the Administrator's website or using services provided through it.
- Cookies – small text files stored on the User’s device (computer, smartphone, tablet) while using the website.
- Local Storage – a technology for storing data on the User’s device in the browser memory, allowing information to be saved more permanently than Cookies.
Types of Data Storage Technologies Used
- Session Cookies – stored temporarily and deleted upon closing the browser.
- Persistent Cookies – saved on the device's memory for a specific period or until deleted by the User.
- Third-Party Cookies – originating from external providers of analytical and advertising tools, such as Google Analytics, Yandex Metrica.
- Local Storage – data stored on the User’s device in the browser memory, not automatically deleted at the end of the session.
Purposes of Using Cookies and Local Storage
- Customizing the website content to the User’s preferences.
- Facilitating the use of registration forms, e.g., storing entered data so the User does not have to re-enter them.
- Storing language settings and User preferences.
- Creating anonymous statistics for analytical and optimization purposes.
- Ensuring the security and continuity of the User’s session.
Cookies and Local Storage Used on the Website
- PHP Session Cookie – manages the User’s session and is deleted after closing the browser.
- Language Cookie – stores the User’s language preferences.
- Google Analytics Cookies – collects anonymous data on how the website is used.
- Yandex Metrica Cookies – gathers statistical data on website traffic.
- Local Storage for Forms – stores data entered by the User in registration forms to prevent data loss in case of page refresh.
- Local Storage for User Settings – saves preferences for content display and interface personalization.
Managing Cookies and Local Storage
The User can change the cookie and Local Storage settings at any time in their browser:
- Deleting stored data – possible by manually clearing the browser memory.
- Disabling data storage – browser settings allow blocking the storage of Cookies and Local Storage.
- Managing Local Storage data – options are available in the browser’s settings menu.
- Restricting the use of Cookies and Local Storage may impact the website’s functionality.

COMPLAINTS AND FINAL PROVISIONS

The Client may submit complaints regarding the services provided by PASSPORTA in accordance with the terms of the Agreement by:
1. Sending a written complaint to the address: PASSPORTA, ul. Jana III Sobieskiego 2, 40-082 Katowice, Poland,
2. Emailing the complaint to [email protected],
3. Calling the phone number:
  1. Polish language +48 32 431 00 23
  2. German language +37 260 934 30
  3. English language +44 20 8089 4595
  4. French language +33 187 650 033
PASSPORTA undertakes to review the complaint within 14 days of receipt and to provide a response to the Client’s designated contact address. If additional information is required, PASSPORTA may request the Client to provide it, which may extend the complaint review process.
PASSPORTA reserves the right to amend the Terms and Conditions, particularly due to organizational, technical, or legal changes. Clients will be informed of any changes by:
- Posting relevant information on the Platform,
- Publishing the updated Terms and Conditions,
- Sending an email notification to Clients.
  The amended provisions come into force 14 days after publication. Agreements concluded before the amendment’s effective date will be executed under the previous terms.
All matters arising from the Agreement are subject to Polish law. Disputes between the Client and PASSPORTA will be resolved by Polish common courts. The choice of Polish law does not deprive the Client of protections provided by the mandatory provisions of the Client’s country of residence.
A Client who is a consumer may use out-of-court dispute resolution methods, including mediation conducted by the Permanent Consumer Arbitration Court at the Provincial Inspectorate of Trade Inspection in Katowice.
Disputes concerning online services within the European Union, involving Consumers, may also be resolved through the ODR platform, available at: https://ec.europa.eu/consumers/odr.
The Client may seek free assistance in resolving disputes by contacting the district (municipal) consumer ombudsman or consumer protection organizations, such as the Consumer Federation or the Polish Consumers’ Association. More information about dispute resolution methods can be found on the Office of Competition and Consumer Protection (UOKIK) website at: http://www.uokik.gov.pl, under the "Dispute Resolution" section.

Annex No. 1 – Template for Withdrawal from the Agreement

(Please complete and send this form only if you wish to withdraw from the Agreement.)