Terms of Service

Effective date: 1 March 2026

1. Acceptance of Terms

By creating an account, accessing, or using VisaFlow, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you must not use the service.

These Terms constitute a legally binding agreement between you (whether individually or on behalf of the entity you represent) and VisaFlow (Pty) Ltd, a company registered in the Republic of South Africa ("VisaFlow", "we", "us", or "our"). By using the service, you represent that you have the authority to enter into these Terms on behalf of yourself or your organisation.

2. Description of Service

VisaFlow is a cloud-based immigration case management platform designed for immigration practitioners, law firms, and corporate HR departments operating in South Africa. The service is provided on a subscription basis and includes the following features:

  • Case tracking and lifecycle management for visa and permit applications
  • Document management with secure cloud storage
  • AI-powered document processing, extraction, and classification
  • Client and employer self-service portals
  • Task management, deadline tracking, and automated reminders
  • Communication tools including email and SMS integration
  • Reporting, analytics, and audit trail logging

We reserve the right to modify, update, or discontinue any feature of the service at any time. We will provide reasonable notice of any material changes that affect your use of the platform.

3. Account Registration

To use VisaFlow, you must create an account. By registering, you agree to the following:

  • You must be at least 18 years of age to create an account and use the service.
  • You must provide accurate, complete, and current information during registration and keep your account details up to date.
  • You are solely responsible for maintaining the confidentiality and security of your account credentials, including your password.
  • Each individual may maintain only one account. Shared or duplicate accounts are not permitted.
  • You must notify us immediately at support@visaflow.co.za if you become aware of any unauthorised access to or use of your account.
  • If you are an organisation administrator, you are responsible for ensuring that all team members added to your account comply with these Terms.

4. Subscription & Payment

4.1 Plans

VisaFlow is offered under three subscription tiers: Starter, Professional, and Agency. All pricing is denominated in South African Rand (ZAR). Full plan details, feature comparisons, and current pricing are available on our pricing page.

4.2 Billing

Subscriptions are billed either monthly or annually, as selected at the time of purchase. All payments are processed securely through Stripe. Annual plans are billed upfront for the full year at a discounted rate.

4.3 Free Trial

All plans include a 14-day free trial. No credit card is required to start a trial. At the end of the trial period, you must select a paid plan to continue using the service. If you do not subscribe, your account will be placed in a read-only state.

4.4 Price Changes

We reserve the right to adjust pricing at any time. We will provide at least 30 days' written notice of any price changes via email. Price changes will take effect at the start of your next billing cycle following the notice period.

4.5 Refunds

If you cancel your subscription within the first 30 days of your initial paid subscription, you are entitled to a pro-rated refund for the unused portion of your billing period. After 30 days, no refunds will be issued. Refund requests should be directed to billing@visaflow.co.za.

4.6 Failed Payments

If a scheduled payment fails, we will notify you and provide a 7-day grace period to update your payment method. If payment is not received within the grace period, your account will be suspended. Suspended accounts retain data for 30 days, after which data may be permanently deleted.

5. Acceptable Use

You agree to use VisaFlow in a lawful and responsible manner. You may not:

  • Use the service for any unlawful purpose or in violation of any applicable South African or international law or regulation.
  • Upload, transmit, or store any malicious files, viruses, malware, or harmful content.
  • Attempt to access, view, or modify data belonging to other users or organisations on the platform.
  • Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the platform.
  • Use automated bots, scrapers, or other tools to extract data from the service without prior written consent.
  • Resell, sublicense, or redistribute access to the service without express written permission from VisaFlow.
  • Exceed reasonable usage limits, engage in abusive behaviour, or place an unreasonable burden on our infrastructure.

We reserve the right to investigate and take appropriate action, including suspension or termination of your account, for any violation of this section.

6. Data Ownership & Responsibility

  • Your data, your ownership. You retain full ownership of all data you upload to VisaFlow, including client information, documents, case files, notes, and communications.
  • Lawful authority and notice. You are responsible for ensuring that you have an appropriate lawful basis, authority, and any notices or consents required before you upload or otherwise process another person's information through the platform.
  • No ownership claims. VisaFlow does not claim ownership of any user-uploaded content.
  • Service licence. By uploading data, you grant VisaFlow a limited, non-exclusive licence to process, store, and transmit your data as reasonably necessary to provide, secure, support, and improve the service, subject to applicable law, our Privacy Policy, and any applicable agreement with you.
  • Multi-tenant isolation. Your data is logically separated from other organisations on the platform. Each organisation's data is scoped and isolated to prevent cross-tenant access.

7. AI-Powered Features

VisaFlow incorporates artificial intelligence features powered by Google Gemini to enhance your workflow. These features include document text extraction, automatic classification, intelligent search, and data structuring.

  • AI-generated outputs are assistive in nature and are intended to support, not replace, the professional judgement of qualified immigration practitioners.
  • You are solely responsible for reviewing, verifying, and validating all AI-generated content before relying on it for any immigration application, legal filing, or client communication.
  • VisaFlow does not provide legal advice. AI features do not constitute legal counsel, and no attorney-client relationship is formed through the use of the platform.
  • AI features may involve approved third-party providers and may not be suitable for every matter or data category. You remain responsible for deciding whether to enable or use those features in your practice and for ensuring you have an appropriate lawful basis where required.

8. Client Portals

VisaFlow allows you to enable self-service portals for your clients and employers. If you activate these portals:

  • You are responsible for the content made available through the portal and for managing your clients' access and permissions.
  • Portal users (your clients and employers) are bound by these Terms of Service when accessing the platform.
  • You are responsible for informing portal users of any relevant data handling practices and obtaining their consent where required by law.

9. Intellectual Property

The VisaFlow platform, including its source code, design, user interface, branding, logos, documentation, and all associated intellectual property, is owned exclusively by VisaFlow (Pty) Ltd and is protected by South African and international intellectual property laws.

Your use of the service does not grant you any ownership rights in the platform. You are granted a limited, non-transferable, revocable licence to use the service for the duration of your subscription.

User-uploaded content remains the property of the user. If you provide feedback, suggestions, or feature requests, you grant VisaFlow an irrevocable, royalty-free, worldwide licence to use, modify, and incorporate such feedback without obligation or compensation to you.

10. Service Availability & SLA

We strive to maintain high availability and target 99.9% uptime for the VisaFlow platform, excluding scheduled maintenance windows.

  • Scheduled maintenance will be communicated in advance via email or in-app notification wherever possible.
  • We are not liable for service interruptions caused by third-party service providers, internet connectivity issues, force majeure events, or issues caused by your own actions or equipment.

Support

  • Starter plan: Email support during business hours (Monday to Friday, 09:00 – 17:00 SAST).
  • Professional plan: Email and live chat support during extended business hours.
  • Agency plan: Priority email, live chat, and dedicated account management.

11. Limitation of Liability

To the maximum extent permitted by the laws of the Republic of South Africa:

  • The service is provided on an "as is" and "as available" basis, without warranties of any kind, whether express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement.
  • VisaFlow is not liable for the outcome of any immigration application, visa decision, permit rejection, or any action taken by the Department of Home Affairs (DHA) or any other government authority.
  • Our total aggregate liability to you for any claims arising out of or related to these Terms or your use of the service shall not exceed the total fees paid by you to VisaFlow in the twelve (12) months immediately preceding the event giving rise to the claim.
  • In no event shall VisaFlow be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, business opportunities, or goodwill.
  • VisaFlow is not a law firm and does not provide legal advice. The platform is a tool to assist immigration professionals in managing their practice. Users are responsible for their own legal compliance and the advice they provide to their clients.

12. Termination

12.1 Cancellation by You

You may cancel your subscription at any time through your account settings or by contacting us at support@visaflow.co.za. Cancellation takes effect at the end of your current billing period. You will retain access to the service until that date.

12.2 Suspension or Termination by VisaFlow

We may suspend or terminate your account, without prior notice, if:

  • You violate any provision of these Terms.
  • Your payment is overdue beyond the 7-day grace period.
  • You engage in abusive, fraudulent, or illegal activity on the platform.
  • Continued provision of the service to you would pose a security risk to other users or the platform.

12.3 Effect of Termination

Upon termination, you should export any data you need before access ends. Any remaining personal information will be handled in accordance with applicable law, the relevant service agreement, VisaFlow's then-current retention and offboarding processes, backup cycles, and legitimate security, audit, or dispute-resolution requirements.

The following sections of these Terms survive termination: Intellectual Property (Section 9), Limitation of Liability (Section 11), Dispute Resolution (Section 13), and any other provisions that by their nature should survive.

13. Dispute Resolution

These Terms are governed by and construed in accordance with the laws of the Republic of South Africa.

  • In the event of any dispute arising out of or in connection with these Terms, the parties shall first attempt to resolve the matter through good-faith negotiation within 30 days of written notice of the dispute.
  • If the dispute cannot be resolved through negotiation, it shall be referred to mediation administered in Cape Town, South Africa, in accordance with the rules of the Arbitration Foundation of Southern Africa (AFSA).
  • If mediation fails, the courts of the Western Cape Division of the High Court of South Africa shall have exclusive jurisdiction to adjudicate the dispute.

14. Changes to Terms

We reserve the right to modify or update these Terms at any time. For material changes, we will provide at least 30 days' notice via email to the address associated with your account. Non-material changes (such as corrections or clarifications) may be made without prior notice.

Your continued use of VisaFlow after the effective date of any changes constitutes your acceptance of the updated Terms. If you do not agree to the modified Terms, you must discontinue use of the service and cancel your subscription before the changes take effect.

15. Contact

If you have any questions about these Terms of Service, please contact us:

Last updated: 1 March 2026