Terms and conditions

1. Who we are

These terms apply to everything you order or use on this website and through our team. "Pluto", "we", "us" and "our" mean Pluto Travels LLC, Office 2805, Prism Tower, Business Bay, Dubai, United Arab Emirates, trade licence number 598747, issued by the Dubai Department of Economy and Tourism. "You" means the person using the website or placing an order, including anyone ordering on behalf of other travellers.

We are a travel agency. We help you prepare and submit visa applications and we arrange hotels and transfers. We are not an embassy, consulate, immigration authority or government body.

2. Accepting these terms

By ticking the box before you place an order, or by using this website, you agree to these terms. If you do not agree, please do not place an order. If you order for other people, you confirm that you are allowed to do so and that they have agreed to these terms and to our Privacy Policy.

3. Who can use this website

You confirm that:

• you are at least 18 years old and able to enter into a binding agreement;
• every detail and document you give us is true, accurate, complete and up to date;
• you will use the website only to make genuine orders for yourself or for people you are authorised to act for; and
• you will not misuse the website, as described in section 12.

We may refuse or cancel an order if these conditions are not met.

4. Our visa service

What we do. We check your details and documents against the destination's published requirements, help you complete the application, book or submit it, and keep you updated on your tracking page and by email or message.

What we do not do. We do not decide visa applications, and we cannot promise that a visa will be granted, or granted by a certain date. The embassy, consulate or authority decides, at its sole discretion, and it may ask for more documents, call you for an interview, or refuse. Rules, fees and appointment availability can change without notice.

Processing times shown on the website are estimates, not guarantees. They depend on the authority, on appointment availability, and on how quickly you send complete documents.

Appointments. Where an appointment at a visa centre is needed, we book the earliest slot available. We cannot control availability.

5. Your documents and information

• You are responsible for the accuracy and validity of your passport, photographs and every document you provide.
• An incorrect, missing or late document can delay your application or lead to refusal. We are not responsible for a delay or refusal caused by information or documents you provided or failed to provide.
• Our team may ask for more documents at any time, including after your appointment is confirmed.
• You must tell us about any previous visa refusal, immigration issue or other matter that may affect the application. Hiding it can lead to refusal and, in some countries, a ban on future applications.
• Where we help prepare documents (for example a cover letter), you must read them and confirm they are correct before they are submitted.

6. Prices, fees and payment

• Prices on the website are in UAE dirhams (AED). The final price is shown before you place your order and includes VAT where VAT applies.
• Your price may include: the government or visa-centre fee, our service fee, a booking fee, and any optional service you choose.
• Where the website says the embassy visa fee is paid by you directly at the visa centre, that fee is not included in our price.
• We accept payment by card through a secure payment provider, using a payment link our team sends you. Where we have agreed it with you, we may also accept bank transfer or cash, or invoice an approved company account on agreed credit terms. We do not store your card details.
• You confirm that you are authorised to use the payment method you use.
• We may correct an obvious pricing error. If we do, you may keep your order at the correct price or cancel it and receive a full refund of what you paid.

7. Optional appointment services

You may add an optional service when you apply, for example a visa consultant who guides you at the visa appointment centre, or hotel pick-up and drop-off on your appointment day. These are priced per traveller and shown before you pay. Our executive will confirm the arrangements with you. You must be ready at the agreed time and place. If you are late or miss the appointment, the service is considered used and is not refundable.

8. Changes, cancellation and refunds

• Visa fees and our service fees are non-refundable once we have started work on your application, including where the visa is refused, delayed or granted for a shorter period than requested. Government and visa-centre fees paid to a third party cannot be returned by us.
• If you want to change or cancel an order, tell us in writing (email or WhatsApp) as soon as possible. If we have not yet started work or paid any third party, we will refund what we can after deducting what we have already paid or spent.
• If we are unable to provide the service you ordered for a reason within our control, we will refund what you paid for that service.
• Approved refunds go back to the original payment method within 15 working days. Your bank may take longer to show them.
• If you cancel through your tracking page, that is a request. It is accepted once our team confirms it.

9. Delivery

We deliver your visa and updates through your private tracking page and by email or message to the contact details you gave us. Please check them and tell us at once if you do not receive anything. We are not responsible if an email or message cannot be delivered because of a wrong address or number, or because of your own settings.

Your tracking link is private. Anyone who has the link can see your order, so please do not share it.

10. Hotels, transfers, flights and other services

When we arrange a hotel, a transfer, a flight or another travel service for you, the supplier is an independent business, not our agent or employee. Their own conditions apply to your booking, including their cancellation, change and no-show rules, which we will show you before you pay. Rates shown include our fee. Items not named in your confirmation (such as meals, tourist fees or incidental charges) are paid directly to the supplier. Please take up any complaint with the supplier at the time of service and tell us in writing within 30 days.

11. Travel documents and travel risk

You are responsible for holding every document you need for your whole trip, including a valid passport, visas for every country you enter or transit, and any health or entry certificates. A visa does not guarantee entry: the border authority decides. Please check your government's travel advice before you travel. Offering a destination does not mean we say it is safe or advisable.

12. Acceptable use

You agree not to:

• make false, speculative or fraudulent orders;
• copy, scrape, resell or build a service from our website using automated tools, or deep-link into it without our written permission;
• try to get around our security, or place an unreasonable load on our systems; or
• send us unlawful, abusive or infringing material.

We may cancel an order, close an account or refuse service if you break these rules, and you may lose money already paid.

13. Company accounts

If your employer or company has an account with us, orders placed through it may be charged to the company on its agreed credit terms. The company's own agreement with us applies in addition to these terms, and if there is a conflict, the company agreement applies to those orders.

14. Sanctions and legal compliance

We cannot provide services to countries, organisations or people that UAE law or applicable international sanctions prohibit us from serving. We may refuse or cancel an order, and report it where the law requires, if we believe it breaks the law.

15. Our intellectual property

The website, its text, design, logos and software belong to Pluto or its licensors. You may print or keep copies of your own order documents. You may not otherwise copy or reuse our content without our written permission.

16. Privacy

We take the safety of your personal information seriously. Please read our Privacy Policy to see what we collect, why, and how we protect it.

17. Our responsibility to you

• We will provide our services with reasonable care and skill.
• The website and information on it, including prices, processing times and requirements, are provided "as is". We work hard to keep them accurate, but they may contain errors and may change.
• We are not responsible for the acts, decisions, delays or errors of embassies, consulates, visa centres, airlines, hotels or other suppliers, or for events outside our reasonable control, such as strikes, closures, weather, system failures, changes in law or government action.
• We are not liable for indirect or consequential loss, such as lost bookings, lost wages or travel costs, caused by a visa delay or refusal.
• Where we are responsible to you, our total liability for any one order is limited to the fees you paid us for that order.

Nothing in these terms limits liability that cannot be limited under UAE law.

18. Your responsibility to us

You agree to cover reasonable losses we suffer because you gave false information or documents, or broke these terms.

19. Complaints

Tell us first and give us a chance to put it right: email support@plutotravels.ae, call +971 4 392 0930 or message us on WhatsApp +971 50 911 0065. We aim to reply within 2 working days.

20. Changes to these terms

We may update these terms. The version that applies to your order is the one shown when you placed it. We will show the date of the latest update at the top.

21. Law and courts

These terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. The courts of Dubai have jurisdiction over any dispute, unless the law gives you the right to go elsewhere.

22. Contact

Pluto Travels LLC, Office 2805, Prism Tower, Business Bay, Dubai, UAE.

Office: +971 4 392 0930 · WhatsApp: +971 50 911 0065 · Email: sales@plutotravels.ae