Terms of Service

1. About Uganda Visa Assist

Uganda Visa Assist is operated by Madija Innovations Ltd (“we”, “us”, or “our”). We provide private visa application assistance to travellers seeking entry to Uganda and, where applicable, other East African countries. We are an independent service provider and are not affiliated with, endorsed by, or acting on behalf of the Government of Uganda, the Directorate of Citizenship and Immigration Control (DCIC), or any other government authority. All visa decisions are made solely by the relevant immigration authorities.

2. Eligibility

To use the Service, you must:

• Be at least 18 years of age, or have consent from a parent or legal guardian;
• Have the legal capacity to enter into a binding agreement;
• Provide accurate, complete, and truthful information at all times;
• Use the Service only for lawful purposes related to genuine travel or business needs.

3. Account registration

You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You must notify us immediately at support@ugandavisaassist.com if you suspect unauthorised access. We reserve the right to suspend or terminate accounts that violate these Terms or that we reasonably believe pose a security risk.

4. Services we provide

Subject to these Terms, we may assist you with:

• Completing and reviewing visa application forms;
• Guiding you on document requirements for your chosen visa type;
• Securely receiving and storing documents you upload;
• Submitting applications to immigration authorities on your behalf, where permitted;
• Communicating application status updates through your dashboard;
• Answering questions via our support channels during business hours.

5. Your responsibilities

You agree that you will:

• Supply genuine documents that belong to you or that you are authorised to submit;
• Ensure your passport meets validity requirements for your intended travel;
• Respond promptly to requests for additional information or documents;
• Pay all applicable service and government fees when due;
• Not use the Service to submit fraudulent, misleading, or incomplete applications.

6. Fees and payment

Our service fees are displayed on our pricing page and during the application process before you confirm payment. Government visa fees are separate charges levied by immigration authorities and are also shown before payment. By completing a payment, you authorise us to process the transaction through our secure payment partners. Service fees are subject to our Refund Policy. Government fees are generally non-refundable once submitted to the authorities, regardless of the outcome of your application.

7. Document handling

Documents you upload are stored securely and accessed only by authorised personnel involved in processing your application. You retain ownership of your documents. We may share your information and documents with immigration authorities and other parties as required to process your application or as required by law. You are responsible for ensuring uploaded files are legible, complete, and in an accepted format (PDF, JPG, or PNG unless otherwise stated).

8. No guarantee of approval

We do not guarantee that any visa application will be approved. Approval, refusal, processing times, and conditions of entry are determined exclusively by the relevant immigration authorities. Our role is to help you prepare and submit a complete application in line with current published requirements. Processing times shown on our website are estimates only and may vary.

9. Prohibited conduct

You must not:

• Submit false, forged, or altered documents;
• Impersonate another person or misrepresent your identity or travel purpose;
• Attempt to gain unauthorised access to our systems or other users’ accounts;
• Use automated tools to scrape, copy, or disrupt the Service;
• Use the Service for any unlawful, harmful, or abusive purpose.

10. Intellectual property

All content on the Uganda Visa Assist website and portal — including text, logos, graphics, and software — is owned by or licensed to Madija Innovations Ltd and is protected by applicable intellectual property laws. You may not copy, modify, distribute, or create derivative works from our content without our prior written consent.

11. Suspension and termination

We may suspend or terminate your access to the Service at any time if you breach these Terms, if we suspect fraudulent activity, or if required by law. You may close your account at any time by contacting support@ugandavisaassist.com. Termination does not affect obligations that accrued before termination, including payment obligations for services already rendered.

12. Limitation of liability

To the fullest extent permitted by law, Uganda Visa Assist and Madija Innovations Ltd shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of the Service, including but not limited to travel disruption, lost bookings, or immigration decisions. Our total liability for any claim relating to the Service shall not exceed the service fees you paid to us for the specific application giving rise to the claim.

13. Indemnification

You agree to indemnify and hold harmless Madija Innovations Ltd, its officers, employees, and agents from any claims, losses, or expenses (including reasonable legal fees) arising from your breach of these Terms, your misuse of the Service, or any inaccurate or unlawful information or documents you provide.

14. Privacy

Your use of the Service is also governed by our Privacy Policy, which explains how we collect, use, and protect your personal information.

15. Changes to these Terms

We may update these Terms from time to time. When we make material changes, we will post the updated Terms on this page and revise the “Last updated” date. Continued use of the Service after changes take effect constitutes your acceptance of the revised Terms.

16. Governing law and disputes

These Terms are governed by the laws of the Republic of Uganda. Any dispute arising from or relating to these Terms or the Service shall be subject to the exclusive jurisdiction of the courts of Kampala, Uganda, unless otherwise required by mandatory applicable law.

17. Contact us

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

• Email: legal@ugandavisaassist.com
• Support: support@ugandavisaassist.com
• Address: Kampala, Uganda
• Business hours: Monday – Friday, 8:00 AM – 6:00 PM EAT