Service charter
Our service standards
Last updated: 18 June 2026
gov.online is an independent service that prepares, reviews and submits electronic visa and travel-authorisation applications on your behalf. This charter sets out what you can expect from us, and what we ask of you in return.
What we do
- Collect your details through a guided form built around each destination’s requirements.
- Check your application for common, avoidable errors before it is submitted.
- Submit it to the destination authority and keep you updated until a decision is issued.
- Deliver the approved document to your inbox the moment it is received.
What we commit to
Clear timeframes
Every product shows its published processing time before you pay. We never imply a faster outcome than the authority allows.
Kept informed
You receive an update by email at each milestone — received, in review, submitted, and decided — and can check status any time.
A human reply
Real people answer your messages. Quote your reference and we will respond, usually within hours during working days.
Honest about the decision
The approval decision belongs to the destination authority. We will tell you plainly what we can and cannot influence.
What we ask of you
- Enter your details exactly as they appear in your passport.
- Upload clear, valid documents when asked.
- Apply in good time before you travel — published timeframes are estimates, not guarantees.
If we fall short of these standards, please tell us through our complaints & appeals process. Fees and refunds are set out in our Terms and Refund policy.