Our commitments to agencies
What we promise your agency. “Decided”: a rule set in the design of the service. “Planned”: a commitment that will be in place before opening.
| Commitment | What it means | Status |
|---|---|---|
| Human review | Each passport is reviewed by a member of our team; you only receive the real questions, as decision cards. | Decided |
| Accurate data entry | We do not guarantee the visa; we guarantee the accuracy of the information entered, based on the documents provided: human review of every passport, entry of the validated values, comparison of the portal summary before payment or sending. If an error comes from our own entry, we correct it at no cost; if it causes the visa to be lost, we refund our service and the official fees lost. The visa remains the decision of the Saudi authorities. | Decided |
| Your Nusuk account | It stays yours: you sign in, you send and you pay. Your credentials do not go through us, and the extension only receives your agency's pilgrims. | Decided |
| Double check | Before announcing a request ready to pay, we compare the summary shown by the portal with your data. The entry summary shows where each value comes from, with a button to report an error. | Decided |
| Timing | An estimate shown for each request; the clock waits while the answer is with you; reference times published once measured. | Decided |
| Billing | First request free, then one price per passport processed; never charged before submission on the portal; paid once the request is processed; no subscription. | Decided |
| Dedicated account | An eVisa account dedicated to your agency, created and managed by us, isolated from other agencies. | Decided |
| Official fees | Your agency pays the portal with its own card, which we never see, guided step by step. | Decided |
| Your pilgrims' data | Your agency is responsible for it, we act as processor: data processing agreement at sign-up, a signed processing order for each request, proof of each signature. Agencies kept apart, numbers masked and access recorded, documents erased automatically 30 days after the return. | Decided |
| Early erasure | At your agency's request, from its account, before the end of the retention period. | Planned |
| Answers | A member of our team answers your questions, right next to each request. | Planned |
What we do not promise
- That the visa will be granted: the Saudi authorities decide.
- A refund when the authorities refuse a visa on the merits.
- To send or pay on your behalf on Nusuk: those actions stay in your account.