SG Arrival Card
Online application

Effectiveness date: June 2020

General

We are (hereinafter, “the Company”, “We”, “Us” and the like) firmly committed to regulatory compliance and the privacy and protection of personal data. Accordingly, in the present Privacy Policy, the Users (hereinafter, individually referred to as “the User”, “the Customer” and jointly referred to as “you”, “your”) of this website will find all the relevant information to better understand what we do with their personal data. In this sense, please be aware that if you confirm the payment of our professional services, you automatically acquire the status of Customer and are linked to our Terms and Conditions

We may update this Privacy Policy according to new legislative or jurisprudential requirements and/or business needs, among others. Any update or modification of the present Privacy Policy will be considered applicable from the moment of its publication on the website. Therefore, the User is recommended to review this Privacy Policy regularly.

Please bear in mind that in order to access and use our website you must be an adult and have the legal capacity to enter into contracts, according to the applicable national laws and regulations of your country of birth and/or residence.

Without affecting your rights under the current applicable legislation, the present Privacy Policy is not contractual or part of your contract with us.

What does personal data mean?

For the purposes of this Privacy Policy, "personal data" means all data that identifies you or that could be used to identify you, such as your contact details (your full name, date and place of birth, email/postal address, and signature) and/or other information such as how you use our website or your IP address.

Who is your personal data controller?

The Company stated in our Terms and Conditions will be the controller of your personal data collected in the following circumstances (among others): when you browse our website, you fulfill the Electronic Travel Authorization application, you contact our Customer Service Department, etc.

When does this Privacy Policy apply?

This Privacy Policy applies to the personal data that we collect, use, and process from you as a User of our website and/or Customer.

Our website may contain icons and/or links to redirect you to websites of third parties. Please note that these third-party websites are not operated by us, so we cannot assume any responsibility for the information and content provided on them and/or the correct provision of the functionalities and/or services offered by these third parties, since we have no control over them. These third-party websites are bound by their own Cookie and Privacy Policies.

What personal data do we collect?

The personal data we collect from and about you is as follows:

• Direct interactions: Data collected when you interact with us by completing the forms on our website (such as the Travel Authorization form or the Contact form) and/or when you contact our Customer Service Team by the enabled means, such as the website's chat, post, email or telephone.
• Automated technologies: We may automatically collect information like your IP address, the sections you consult on our website, or the amount of time that you spend on our website by using cookies, whether our own or from third parties. You can consult our Cookie Policy to obtain more information about the cookies on our website, their purposes, and other information of interest.
• Payment data: We will only request your payment information once you have completed your Electronic Travel Authorization application form and you have accepted our Terms and Conditions which will then allow you to proceed to the payment page of the Electronic Travel Authorization. The captured data will be sent securely to our certified payment service providers for the authorization of the transaction. In no case we visualize or access the complete data of your credit or debit card. It is the customer’s responsibility not to enter, provide, or send his/her card information through channels not authorized by the company.

Please be informed that you will only be required to provide the personal data and information that is strictly necessary to fulfill the purposes explained below. Therefore, if you provide us with more information than the one expressly required, you consent to its processing for the informed purpose/s for which you are sending it.

The User must provide accurate, updated and complete personal data and/or private information in order to properly submit his/her Travel Authorization form and/or to manage his/her information and/or support request. We will not assume any type of responsibility for circumstances that are beyond our reasonable control, such as being provided with erroneous, incomplete, and/or fraudulent information from the User.

If you provide us with personal data of third parties, whether these be minors or adults, you assure us that you have informed them about the purposes for which their personal data will be processed by the Company and that you have obtained their prior and express consent to communicate us their personal data.

If you provide us with the personal data of a minor, you assure us that you are his/her parent and/or legal guardian.

Moreover, please note the following:

• if the Company has received an adult’s personal data and/or private information to submit his/her Electronic Travel Authorization application from an individual who has not requested his/her consent to communicate us his/her personal data, the Company will inform the data subject of how his/her personal data and/or private information has been collected. Moreover, where appropriate, we will ask the individual who provided the personal data to the Company to confirm whether he/she requested the consent of the data subject and, if necessary, to amend this circumstance. In any case, the data subject will have at all times the possibility of objecting the processing of his/her personal data by the Company, in which case the provision of our professional services will not be possible, so that submission of the Electronic Travel Authorization application will be canceled.
• if the Company has received a minor’s personal data and/or private information to submit his/her Travel Authorization form from an individual who is not his/her parent and/or legal guardian, as soon as the Company detects and/or becomes aware of these circumstances, it will proceed to take the appropriate measures to fix the situation, including the possibility of canceling the submission of his/her application.

What do we use your personal data for?

Your personal data is processed for the following purposes:

• To provide you with our professional assistance services in submitting your Electronic Travel Authorization application. It means that we will verify that you have correctly fulfilled your application and (if applicable) that you have provided the required documents and that these meet the requirements of the Government. Should that not be the case, we will ask you for the missing and/or incomplete information and/or documentation when necessary.
• To send you up-to-date information according to Government updates and/or operational communications regarding the status of your Travel Authorization form, as well as its approval or denial. In this sense, we will let you know if the Government requires more personal information and/or additional documentation in order to assess your application;
• To properly address your request for information, claims or queries about us and/or our professional services and/or to complete your refund and cancellation requests;
• For administrative purposes related to the processing and management of our professional services, such as verification of your payment information (fraud control), accountancy and billing tasks;
• To comply with our legal obligations and/or to respond to judicial, police or to the corresponding authorities requirements;
• To improve your user experience on our website and improve our services and customer support by analyzing your behavior while navigating through this website;
• To carry out periodic checks against fraudulent, unauthorized, or illegal activity on/or through our website.

What is the legal basis for processing your personal data?

We only process your personal data when there is a legal basis for doing so. The legal basis will depend on the reason why we collect and process your personal data. In almost all cases, the legal basis will be:

• To fulfill the contract with you, meaning, to check the accuracy of your Travel Authorization form and submit it before the Government; to keep you updated regarding the status of your application and communicate to you the Government’s final decision regarding its approval or denial; to respond to your information requests addressed to our Customer Service Department, among others.
• The consent that you provided us with for the processing of your personal data in connection to the purposes communicated at the time of collection of your data (i.e. to receive the requested information by writing to our Customer Service team).
• For compliance with our legal obligations and/or to satisfy the requirements of administrative, judicial, police or corresponding authorities.
• Our legitimate interest regarding (i) credit/debit cards and other methods of payment verification, (ii) address possible claims regarding our services, (iii) enhancing the user experience when you use this website and to operate it efficiently, (iv) enhance the quality of our professional services, (v) monitor fraudulent activity in order to preserve the security and integrity of our website.

How long do we keep your personal data for?

We will process your personal data for as long as necessary to fulfill the purposes for which it was collected and, after that, your personal data will be retained, duly securely blocked, for the necessary period we need to keep it. For example, it will be kept for as long as necessary to comply with our legal obligations and/or address possible claims related to the professional services we have offered; to finish the investigation of a fraudulent or illicit activity detected; to retain the Cookies’ information providing that you do not revoke its consent, etc. Once the necessary retention period has ended, your personal data will be securely deleted from our information systems.

Furthermore, if you had provided us with your consent to process your personal data for specific purposes, note that you can withdraw said consent at any time. Upon receiving your withdrawal request, we will proceed to delete your personal data.

With whom do we share personal data?

Your personal data will be processed and/or shared in the following circumstances:

• To the Government of the country you're going to visit as it is the competent body to approve or deny the Electronic Travel Authorization applications.
• To our payment service providers to process the payment of the costs related to the Electronic Travel Authorization application process and to carry out fraud controls, as well as to your bank entity credit/debit card companies when you have initiated a dispute of the charges made.
• To our technology service providers which host our information systems and/or that offer us tools or technological support.
• To comply with our legal obligations and when administrative, judicial and/or police authorities require it in accordance with the applicable law and regulations.
• To protect our legitimate interests in the event that a claim may arise regarding the professional services offered.

The third parties mentioned above may have their headquarters outside the European Economic Area, therefore the personal data will be subject to international transfer. In this regard, we inform you that we only transfer personal data to recipients located in countries that offer a level of personal data protection comparable to the laws and regulations of data protection of European countries or, failing that, we will apply the appropriate safeguards required by the current applicable law and regulations on the protection of personal data, in order to ensure the privacy and security of your personal data and that your individual rights and freedoms are guaranteed.

How do we protect your personal data?

Your personal data is securely stored in our information systems and we have established the appropriate technical and organizational measures in order to ensure the confidentiality and integrity of your personal data and to protect it against unauthorized or unlawful processing and/or accidental loss, destruction or damage.

Likewise, we have taken reasonable measures to guarantee that all our staff, as well as the suppliers or partners with access to your personal data, have received adequate information and/or training regarding their obligations concerning the processing of the personal data of our Users and/or Customers to which they have access to for the specific purposes previously mentioned.

Although we will do our best to guarantee the protection of your personal data transmitted through our website and/or that you may provide us with by others means such as email or phone, please bear in mind that you should also take precautions to keep your personal data safe, e.g you must not enter or confirm bank details by means of fake messages and/or websites.

What rights do you have and how can you exercise them?

You may exercise your rights of access, rectification, erasure, restriction of the processing, objection, as well as the right to the portability of your personal data, with a written request addressed to us, sent by email to: info@exploreasia-singapore.com or by means of our Contact Form

You may modify the “privacy settings” of your web browser to set up tracking cookies at any time. Also, you can install programs or add-ons to your browser, known as "Do Not Track" tools, which will allow you to choose the Cookies you want to allow.

Your data protection right request will be responded to within one (1) month; but occasionally, this period may be extended by two (2) further months where necessary, taking into account the complexity and/or the number of requests you may have made. In this case, we will notify you of such an extension together with the reasons for the delay.

When you consider it appropriate, you have the right to lodge a complaint before the corresponding Supervisory Authority, e.g if you consider that your data protection rights have not been adequately addressed.

We remain at your disposal for any doubts or questions you may have about the present Privacy Policy or about the processing of your personal data, so don’t hesitate to contact us: info@exploreasia-singapore.com

Customer satisfaction is one of the Company's priorities. Consequently, we offer our customers the option to apply for a refund in the event that they are not satisfied with our professional assistance services.

If you wish to request a refund, you will need to complete and submit the contact form in the link below, stating clearly the reason for the refund:

The refund request will be evaluated within 24 hours since its receipt. Our Customer Service Department will review the reasons and the particular circumstances of your case to assess the approval or denial of the refund requested. In any case, the customer will be informed of the outcome of his/her request.

The Customer must make the refund request within a maximum period of 30 days of receiving our email confirming successful payment for our professional services. After this period of time, no refunds will be approved, except in particular cases, depending on the circumstances of the Customer.

Remarks:

• In the case that you are requesting a refund for multiple orders of Electronic Travel Documents, each request needs to be filled in individually.
• Customers whose Electronic Travel Document has not been submitted to the Government on the date of the refund request will be considered eligible for a full refund.
• Customers whose Electronic Travel Document application has been approved by the Government will be considered eligible for a partial refund (50%) of our service fee. In the case that an approved application refund request is accepted.
• The fee charged by the Government for the assessment of the approved application is non-refundable.
• Customers whose Electronic Travel Document application has been denied by the Government are considered eligible for a full refund upon request and in accordance with the particular circumstances of his/her case, in accordance with our professional service guarantee.
• The costs of ancillary services will not be reimbursed in any case.

If the Customer Service Department accepts a refund request:

• The refund will be issued within 72 hours from the receipt of the request via the same payment method that the customer has used to pay for our professional services.
• A confirmation email will be sent to the customer as soon as the refund has been issued.
• Depending on the customer’s payment entity, the refunded amount can take up to ten (10) business days to be received.

If you need any further information about our Refund Policy, you can contact us at info@exploreasia-singapore.com or .

Effectiveness date: June 2020

We inform the User (hereinafter, “you”, “the User”) that this website (hereinafter, “this Website”) uses cookies. The following Cookie Policy explains the cookies used by this Website, owned and operated by the Company stated in this Terms and Conditions (hereinafter, “We”).

This Cookies Policy may be updated according to new or legislative or jurisprudential requirements and/or business needs, among others. Therefore, the User is recommended to review this Cookie Policy regularly.

What are cookies and what are they used for?

“Cookies” are small files that are installed on the hard disk or in the browser of your computer or mobile device. Cookies have different purposes such as adapt the Website’s format according to the device used by you; to collect statistical information about this Website; to facilitate your navigation on this Website; to customize the services offered on this Website, among others.

The memorized data recorded by cookies takes up a small space on a device’s memory and does not harm the device in anyway.

When are cookies installed?

Our cookies or those form third parties are installed when:

• Accessing and/or navigating this Website
• Interacting with us in order to contract our professional assistance services
• To obtain further information about us and/or our services

The use of third-party cookies is subject to the Cookies and Privacy Policies of these third parties. Therefore, you must consult the websites of said third parties to obtain more information or in the event that you want to change your preferences for setting these cookies. We will not be responsible for the content or the veracity of the mentioned policies of said third parties.

What type of cookies does this website use?

Accessing and/or browsing this Website and/or hiring the services offered therein implies that cookies can be installed, which may be session or persistent cookies, and our own or those of third parties.

• Session cookies: are those that are automatically removed when closing the browser of your device.
• Persistent cookies: are those that remain installed for a certain time in the browser of your device.
• Owned cookies: are those that are sent to the user's device from our computer equipment or this Website, managed by us, and whose information is collected for our own purposes.
• Third-party cookies: are those that are sent to the user's device from a computer equipment or Website managed by another company (service providers we have contracted for this purpose) and whose information can be collected for our own purposes and/or to manage and improve the services that these third-party companies offer.

To install cookies in your device's browser, we need your express consent. Some cookies, however, are exempt from such consent. These are:

• User Login Cookies
• User authentication or identification cookies (session cookies only)
• User Security Cookies
• Multimedia player session cookies
• Session cookies to balance the load
• Cookies to customize the user interface
• Some add-on cookies (plug-in) to exchange social content

We have enabled adequate mechanisms to obtain your consent for the installation of cookies that require it. However, please be informed that, in accordance with the applicable laws and regulations, (i) it will be understood that your consent has been given if you modify the configuration of the browser by disabling the restrictions that prevent the installation of cookies and (ii) when the installation of cookies is necessary to provide you with a service offered on this Website that you have expressly requested, your consent will not be necessary.

The following types of cookies can be installed in your browser:

• Technical: cookies that allow the management and operation of this Website and enable its functions and services, for example, to carry out the purchase process and manage payment, etc.
• Analytical: cookies that allow us to analyze the use you make of this Website and to recognize which information and/or services interest you the most, in order to improve the quality of our services.

• Scroll left and right to see the content of the table

  Cookies name	Supplier	Type	Storage Period
  1P_JAR	.google.com	Analytical	30 days
  ANID	.google.es	Analytical	9 months
  ANID	.google.com	Analytical	9 months
  APISID	.google.com	Analytical	2 years
  APISID	.google.es	Analytical	2 years
  DSID	.doubleclick.net	Analytical	7 days
  HSID	.google.com	Analytical	2 years
  HSID	.google.es	Analytical	2 years
  IDE	.doubleclick.net	Analytical	9 months
  NID	.google.com	Analytical	6 months
  NID	.google.es	Analytical	3 months
  OTZ	www.google.com	Analytical	7 days
  SAPISID	.google.com	Analytical	2 years
  SAPISID	.google.es	Analytical	2 years
  SID	.google.com	Analytical	2 years
  SID	.google.es	Analytical	2 years
  SIDCC	.google.com	Analytical	2 years
  SSID	.google.es	Analytical	2 years
  SSID	.google.com	Analytical	2 years
  XSRF-TOKEN	Owned	Technical	2 years
  __Secure-3PAPISID	.google.es	Analytical	2 years
  __Secure-3PAPISID	.google.com	Analytical	2 years
  __Secure-3PSID	.google.es	Analytical	2 years
  __Secure-3PSID	.google.com	Analytical	2 years
  __Secure-3PSIDCC	.google.com	Analytical	10 months
  __Secure-APISID	.google.es	Analytical	2 months
  __Secure-APISID	.google.com	Analytical	2 months
  __Secure-HSID	.google.es	Analytical	2 months
  __Secure-HSID	.google.com	Analytical	2 months
  __Secure-SSID	.google.com	Analytical	2 months
  __Secure-SSID	.google.es	Analytical	2 months
  _ga	.bootstrapcdn.com	Analytical	2 years
  _ga	Owned	Analytical	2 years
  _gat_UA-80320354-2	Owned	Analytical	12 hours
  _gid	Owned	Analytical	1 day
  _hjIncludedInSample	Owned	Analytical	Persistent
  _hjid	Owned	Analytical	Persistent
  cookiePopUp	Owned	Technical	1 year
  laravel_session	Owned	Technical	12 hours
  userinfo	Owned	Technical	Persistent

How can the User block or refuse cookies?

You can, at any time, revoke the consent given for the installation of this Website’s cookies, by configuring the settings of the browser of your computer or mobile device.

The instructions about how to manage or delete cookies for the most common browsers can be found at the following links:

• Google Chrome
• Mozilla Firefox
• Internet Explorer
• Safari
• Chrome for Android
• Opera

Please bear in mind that in the event that you decide to block, disable or delete cookies, certain functions of this Website that require the use of cookies will no longer be available to you.

You can also configure the browser of your computer or mobile device to accept or reject all cookies by default, or to be notified of the receipt of cookies and to decide each time whether or not to allow the installation of the same.

Moreover, you can activate the following options in order to limit the scope of the cookies installed or their operation:

• private browsing, through which your browser stops saving browsing history, website passwords, cookies, and other information of the pages you visit, or
• the non-tracking function, by which the browser asks the websites you visit not to track your browsing habits.

How can you reach us?

If, at any time, you have any questions regarding the use of cookies on this Website, please do not hesitate to contact our Customer Service Department by email: info@exploreasia-singapore.com, phone 0013054282673 or via our Contact Form available on the link below.

Effectiveness date: June 2020

General

The present website is owned and operated by Universal Innovations SL which is a private company with TAX ID number B6637935 and its registered office at C. dels Vilabella 5-7 08500 Vic ES and contact email: info@exploreasia-singapore.com. (hereinafter, “we”, “The/our Company”).

The present Terms and Conditions establish the conditions of hiring our professional services (detailed in the “About our Services” section). They must be accepted by the User before confirming the payment of the costs of the services. Said acceptance will be an express and clear statement by the User that he/she/they have read, understood and agreed to be bound by these Terms and Conditions. The confirmation of payment automatically confers the User the status of Customer and its bonding with these Terms and Conditions (hereinafter, “you”, “your”, “the Customer”).

The Company reserves the right to update these Terms and Conditions, in accordance with new legislative and/or jurisprudential requirements and/or business needs or interests, at any time and without prior notice to the User and/or Customer. The updated version of these Terms and Conditions will be effective immediately, at the same time it is published on this website.

These Terms and Conditions will always be available on this website so that the User and/or Customer can consult them at all times.

The service provision contract may be formalized, at your choice, in any of the languages in which the Terms and Conditions are available on this website, but the English wording will prevail in case of discrepancy between the different versions.

For any doubt or question related to these Terms and Conditions, you can contact us through our Customer Service Department using our Contact form:

About our Services

This website is owned and operated by a private agency that is not affiliated, enforced, operated or owned by the Government.

We offer professional assistance services regarding obtaining different types of Electronic Travel Documents (“your order”) for foreign nationals to visit the destination country, including but not limited to:

• Electronic Travel Cards/Authorizations: a document approved and expedited by the Immigration Authorities of the country to which the holder is traveling, issued for a limited period of validity.
• Travel Health Certificates: a health declaration which some destination countries require the traveler to compulsorily complete before entering the country to prevent the spread of disease.

Also, we may provide ancillary services when offered on the present website, including but not limited to:

• Priority service/Urgent processing fee: by paying an additional fee, your order is prioritized over others.
• Priority Government service: independently from our Priority service, and when offered by the corresponding Immigration Authorities, by paying a governmental fee, your order is prioritized over others by the Immigration Authorities.
• Embassy registration: providing the Embassy with your contact details and those of your trip is an optional procedure but it is helpful for different purposes like helping the Embassy (i) to contact you in case of a family emergency, (ii) to send you information regarding safety conditions in your destination country, etc. This service is only for adults.

• Fee Protection: it is a complementary service that ensures that, if your trip is canceled once your Electronic Travel Authorization application has been submitted before the Immigration Authorities, you can notify the Company and opt for a full refund for the total amount paid for the services hired except for the price of the Fee Protection.

  To obtain a refund all these conditions must be met:

  • Traveling is canceled because of canceling due to: (i) illness; (ii) force majeure; (iii) transport cancellation.
  • The Fee Protection refund request is made up to 120 days after receiving the payment confirmation email of hiring this Service.
  • The Fee Protection refund request is made through our contact form selecting the option of reasons for the refund request “I purchased a Fee Protection and I’d like to claim a refund for a canceled trip”. Requests made by other means may not be attended.

  Other expenses such as traveling expenses (airplane tickets, hotels, transports, etc.) are excluded from the Fee Protection guarantee and under no circumstance the Company will pay any expenses of this type.

  The Company reserves the right to offer this service only to certain countries according to its business interests.

Our professional processing assistance services (hereinafter, “the/our Services”), among others, consist in:

• provide information regarding the Electronic Travel Document of relevance to the user/customer.
• provide support to the user/customer in completing the Electronic Travel Document application form and submit it. Please note that the resolution time of an application is entirely at the hands of the Government of the destination country and, therefore, beyond our reasonable control.
• keep the user/customer updated regarding the application process, as well as to inform the result of the application (approval or rejection). In this sense, we will contact you if the Government has required more personal information and/or additional documentation to assess your application.
• provide the Electronic Travel Document via email.

Remarks:

1. Approval or denial of an Electronic Travel Document application is an exclusive competence of the Immigration Authorities of the destination country, in accordance with their security and/or immigration laws and regulations.
2. The information to manage your Travel Health Certificate and/or Embassy registration may be obtained from your Electronic Travel Document application form. However, it is also possible that additional information and/or documentation may be requested by email to correctly complete the formality you have selected.
3. We strongly recommend you to check the personal data and information in your Electronic Travel Document before travelling to the destination country. If you find out that you have made a mistake when completing your application form, please contact our Customer Service Department as soon as possible.

Hiring our Services

To hire our Services:

• You must be an adult and have the legal capacity to enter into contracts, according to the applicable national laws and regulations of your birth and/or residence country; and/or
• In case that the Electronic Travel Document application is for a minor, you must guarantee that you are a parent or legal guardian.

To hire our Services you must follow the steps below:

Step 1: Select the assistance services of your interest and provide truthful, correct, complete and updated personal data and private information. This is essential as the Electronic Travel Document must match with the current information and situation of the document’s holder.

The ancillary services could be selected at some point before proceeding to the payment page.

Remarks:

• Please be informed that you only are required to provide those personal data and information strictly necessary to obtain the Electronic Travel Document, in accordance with the requirements of the Immigration Authorities of the destination country.

  In this regard, if you provide us with more information than the ones expressly required, you consent to the processing of them for the purpose/s for which you're sending it, following our Privacy Policy.

  In the event that you provide us with third parties personal data and/or information to submit an Electronic Travel Document application on his/her behalf, whether it is an adult or a minor, you guarantee to us that (i) you have informed the data subject about the purposes of processing his/her personal data and (ii) you have the data subject’s consent to communicate us his/her personal data, except if the data subject is a minor and you are his/her parent and/or legal guardian. For further information regarding how we do process personal data check our Privacy Policy.

Step 2: Accept the “Declaration of the applicant” statement. In this step, you will be allowed to review the personal data and private information provided before going to the payment and you must expressly accept the present Terms and Conditions. For further information, please see the “Technical means for correcting errors” section.

Step 3: Select your preferred payment method among those indicated on our website and/or payment page and enter your payment information.

Note that, in the present step you will have the option to select and contract our Fee Protection service by clicking on the corresponding checkbox.

By confirming the payment of the costs of:

• (i) you corroborate your willingness to hire our private assistance services;
• (ii) you acknowledge you have been informed and agree with the costs of the Electronic Travel Document of your interest and, when selected, the ancillary services.

Please see the “Costs” section, for further information on this regard.

Please bear in mind the provision of our assistance services will begin once the payment of the costs has been authorized and confirmed. You will receive an email confirming the services you have hired. At this point, the services provision contract is considered formalized and these Terms and Conditions enter into force and are binding on you and the Company. Please note that if you have hired our Fee Protection service, you will receive an additional email confirming the payment of such service.

Costs

The costs of the Electronic Travel Document of your interest and, when selected, the ancillary services will be shown on our website's payment page, so you can check it before entering your payment information.

A single charge will be made for the total costs. Said charge will include our private fee for the assistance services and, where applicable, the fees charged by the Immigration Authorities for the document.

Our private service fees may change from time to time due to business strategy, objectives, or needs. The new service fees will be effective immediately, at the same time it is published on this website, not being necessary prior notice to Users and/or Customers. However, the new service fee is not retroactive and it will not affect Customers who have already hired our services before the change.

Likewise, please note that the Immigration Authorities can also modify its fees at any time, being a circumstance beyond our reasonable control, including the Priority Government fees when applicable. You can consult their fees in the About us page of this website. As per the Priority Government fees, we kindly invite you to consult the corresponding Immigration Authorities official website.

Please note that we are not responsible for any foreign exchange fees and/or surcharges imposed by your bank or card issuer and will not provide you with any compensation or refund for such circumstances.

Payments

You may use different methods of payments to hire our Services. The payment methods we accept are indicated on our website and/or the payment page of the Services.

Do not attempt to make a payment in a way other than those specified on our website. If you do, we will not be liable for loss of payment or any other damages that may arise from this action.

By confirming the payment of the costs, you acknowledge and confirm that the debit/credit card used in the payment is yours or you are the legitimate holder. Therefore, the Company will not assume any responsibility in case you are not the holder or legitimate holder of the card since this circumstance is beyond our reasonable control. However, if necessary, the Company will provide appropriate cooperation to the Customer and/or law enforcement and/or judicial authorities, for the detection and/or investigation of fraudulent operation(s) linked to the debit or credit card used to make payment of the Services.

Please be informed that:

• If your debit/credit card has been blocked/declined/expired, we will be unable to process the payment of the costs and, therefore, our services will not be rendered. For any financial problems you might be experiencing, please contact your bank.
• The credit cards may be subjected to checks and authorizations by the issuing bank. If said entity does not authorize the intended payment, the Company will not provide the assistance services and we will not assume any type of responsibility for lack of provision and/or delays in the provision of our professional processing services.

Merchant of Record

Please be informed that the Merchant of Record is Universal Innovations SL, a company with TAX ID number B6637935, inscribed in the Mercantile Registry of Barcelona, in T:44355 F:51 H:B453669 R:7, and registered office at C. dels Vilabella 5-7 08500 Vic ES and contact email info@exploreasia-singapore.com.

The Merchant of Record will make and manage the collection of the total costs of our professional assistance services and, where appropriate, refunds made and/or requested by the Customer. For further information, please see the "Refund Policy" section.

The Merchant of Record has put in place the maximum measures to ensure the reliability and security of communications and interactions between the User and/or Customer and this website in a completely secure manner. In this regard, please note that the payment card data is transmitted directly through a secure connection to the information systems of our payment service provider(s). Therefore, we do not have access to or store your complete payment card data.

The Merchant of Record will also issue the invoice for the charges made when required by the Customer to the Customer Service Department. The Customer expressly authorizes the Merchant of Record to send the invoice in an electronic format, although you can also indicate to our Customer Service Department your desire to receive a paper invoice, in which case we will send it in this format to the postal address that you indicate to us.

Technical means for correcting errors

Prior to making payment for the costs of our professional assistance services, you will have an opportunity to review all the personal data and other private information you've provided in regards to your Electronic Travel Document and make changes if necessary. If you have made an error, it is important that you correct it before proceeding to the payment page of the costs since documents are submitted with the exact information provided by the applicant.

Please bear in mind that information and documentation provided by you in regard to your Electronic Travel Document must be true, accurate, complete, and updated. No information, document, or statement provided can be untrue, false, incorrect, incomplete, or, otherwise misleading. Failure to comply could affect the result (approval or rejection) of said document.

Refund Policy

Customer satisfaction is one of the Company's priorities. Consequently, we offer our customers the option to apply for a refund in the event that they are not satisfied with our professional assistance services.

If you wish to request a refund, you will need to complete and submit the contact form in the link below, stating clearly the reason for the refund:

The refund request will be evaluated within 24 hours since its receipt. Our Customer Service Department will review the reasons and the particular circumstances of your case to assess the approval or denial of the refund requested. In any case, the customer will be informed of the outcome of his/her request.

The Customer must make the refund request within a maximum period of 30 days of receiving our email confirming successful payment for our professional services. After this period of time, no refunds will be approved, except in particular cases, depending on the circumstances of the Customer.

Remarks:

• In the case that you are requesting a refund for multiple orders of Electronic Travel Documents, each request needs to be filled in individually.
• Customers whose Electronic Travel Document has not been submitted to the Government on the date of the refund request will be considered eligible for a full refund.
• Customers whose Electronic Travel Document application has been approved by the Government will be considered eligible for a partial refund (50%) of our service fee.
• The fee charged by the Government for the assessment of the approved application is non-refundable.
• Customers whose Electronic Travel Document application has been denied by the Government are considered eligible for a full refund upon request and in accordance with the particular circumstances of his/her case, in accordance with our professional service guarantee.
• The costs of ancillary services will not be reimbursed in any case.
• In the event that the Fee Protection service has been hired, the refund request must be made through our contact form selecting the following reasons option: "I purchased a Fee Protection service and I’d like to claim a refund for a canceled trip".

If the Customer Service Department accepts a refund request:

• The refund will be issued within 72 hours from the receipt of the request via the same payment method that the customer has used to pay for our professional services.
• A confirmation email will be sent to the customer as soon as the refund has been issued.
• Depending on the customer’s payment entity, the refunded amount can take up to ten (10) business days to be received.

If you need any further information about our Refund Policy, you can contact us at info@exploreasia-singapore.com or .

Withdrawal Right and Cancellation

In accordance with the exceptions established by the currently applicable laws and regulations, being the Electronic Travel Document a clearly personalized document, as they contain your personal data and information as an applicant, the Customer cannot exercise the right of withdrawal.

Notwithstanding the foregoing, you may cancel the provision of our professional assistance services, provided that you have not received your Electronic Travel Document on your contact email.

The cancellation request must be made to our Customer Service Department, through our Contact form.

If cancellation is possible and accepted, we will refund you all the charges made when you hired our Services in accordance with our Refund Policy.

Please be aware that the Company reserves the right to cancel the assistance services if you commit any of the acts described below:

• willingly provide fraudulent, erroneous, incomplete and/or inaccurate information and/or documentation;
• fails to comply with any of our instructions regarding the Electronic Travel Document and/or the ancillary services;
• and/or not respond to our information and/or failing to provide information and/or documentation required to submit the Electronic Travel Document and/or, where appropriate, information and/or documentation required by the Government issuing the document;
• breaches any part of these Terms and Conditions.

Also, the Company reserves the right to cancel the submission of an Electronic Travel Document application if the applicant does not meet the eligibility requirements established by the Government.

If the Company cancels the submission of an Electronic Travel Document application for the reasons above mentioned, the charges made for the provision of our professional services will not be reimbursed to the applicant.

Exemption from Responsibility

In accordance with the “About our Services” and “Hiring our Services” sections, the Company will not assume any responsibility for the following circumstances that are beyond our reasonable control - including but no limited to -:

• the result of the Government's decision (approval or denial) regarding an Electronic Travel Document as it is an exclusive competence of the Immigration Authorities.
• the denial of an Electronic Travel Document application as a result of fraudulent, erroneous, incomplete and/or inaccurate information provided by the applicant; and, for the same reasons, The obtention of an erroneous Electronic Travel Document.
• if the Immigration Authorities first approves and/or issues an Electronic Travel Document application and later revokes it. Please note that in most cases, the Immigration Authorities do not provide the reasons behind its decision.
• delays in obtaining the Electronic Travel Document since the response time is handled by the Immigration Authorities.
• If the Immigration Authorities of the destination country, before traveling to or at the destination, deny the entry into the country to a holder of an Electronic Travel Document for any reason; as they have the final decision-making power to refuse or admit the entry of visitors to the country, in accordance with their security protocols and/or laws and regulations.
• If the Immigration Authorities of the destination country, before traveling to or at the destination, deny the entry into the country to a holder of an Electronic Travel Document for not being the holder information accurate and updated.
• Airline personnel deny boarding to a holder of an Electronic Travel Document due to the personal details on the document not matching the information of the Customer’s passport.

Likewise, the Company will not be held responsible if:

• the Customer is not an adult nor has the legal capacity to contract in accordance with the laws and regulations of his/her country and hire the Services. The Company will not assume any responsibility for access to this website by Users under the required legal age according to their country’s applicable laws and regulations, is the sole responsibility of their parents and/or legal guardians to exercise an adequate control over the activity and/or use of the Internet by their dependent minors; nor for preventing their access to websites whose content is not suitable or recommended for minors, or the sending of personal data without the prior authorisation of their parents or legal guardians.
• the Company has received an adult’s personal data and/or private information to submit his/her Electronic Travel Document application by an individual without having requested the data subject’s consent to communicate us his/her personal data. In such case, the Company will inform the interested person how his/her personal data and/or private information has been collected and, where appropriate, we will ask the individual who provided the personal data to the Company to confirm he/she requested the consent of the data subject and, where appropriate, to amend this circumstance.
• the Company has received a minor’s personal data and/or private information to submit his/her Electronic Travel Document provided by an individual who is not his/her parent and/or legal guardian. However, as soon as the Company detects and/or becomes aware of this circumstance, it will proceed to take the appropriate measures to fix the situation.

Applicable Law and Jurisdiction

These Terms and Conditions shall be governed by and construed in accordance with the currently applicable Spanish law.

In case of controversy or disagreement between the Customer and the Company arising from these Terms and Conditions, both parties agree to submit their resolution, at their free choice and expressly waiving any other jurisdiction to which they may be entitled, to the competent Courts and Tribunals of the place of residence of the Customer.

The nullity, total or partial, of any of the provisions of these Terms and Conditions, will not affect the validity of the other provisions.

The non-exercise by the Company of any right provided or derived from these Terms and Conditions shall not be construed, under any circumstances, as a waiver of said right, unless expressly and in writing waived by our company or legal prescription of the action that in each case corresponds according to the applicable current legislation.

Customer Service

We have a 24/7 multilingual Customer Service Department to facilitate communication between you and our Company. You can contact it by different means: info@exploreasia-singapore.com, or through our Contact Form

Our Customer Service Department will be in charge of answering questions, suggestions, and/or complaints regarding the Services offered through this website and, where appropriate, managing the refund requests received.

Please note that:

• We carefully process each individual question/email, so we will respond to you in the shortest time frame possible and, in any case, within the deadline established by the applicable laws and regulations.
• For security reasons, the Customer Service Department may ask you to provide personal data and/or information in order to verify your identity as our Customer, before proceeding to address your request.

Effectiveness date: June 2020

General

These Terms of Use regulate the conditions of access and navigation through this website, owned and operated by the Company stated in the Terms and Conditions section of this website (hereinafter, “the Company”).

The access and navigation through this website are voluntary and free of charge and automatically grants the interested person the status of “User” (hereinafter, “the User”, “you”). If the User decides to hire our private professional services, the User will be automatically conferred with the “Customer” status (hereinafter, the “Customer” or “you”). Such statuses imply full acceptance of the present Terms of Use. Therefore, we recommend that you carefully read the following Terms of Use before using this website. In the event that you do not agree to be bound by these Terms of Use, please do not access or continue to use the website.

These Terms of Use may be updated, at any time and without prior notice to the User/Customer, in order to comply with applicable laws and regulations, according to business matters or because of changes in the provision of services or functionalities of our website. The new Terms of Use will be applicable as soon as they are published on the website. Therefore, the User acknowledges and accepts that it is his/her responsibility to periodically review these Terms of Use.

The User accepts to use and navigate through this website complying with all the in force applicable laws and regulations, as well as in accordance with these Terms of Use.

If any part or clause of these Terms of Use is declared null and void by any judicial decision, the remaining part and/or clauses will remain valid.

Information and Website Services

The present website can only be used by adults with legal capacity. Therefore, if you do not have the required legal age under the applicable laws and regulations of your country, please do not visit or use this website. In this sense, the Company reserves the right to block access to this website, without prior notice, to Users who do not comply with this requirement.

This website offers:

• Information, among others, about Travel Authorisation process, the eligibility requirements of foreign nationals to be admitted to travel to the Country. This information is based on official information provided by the Government.
• Professional assistance services in submitting Travel Authorisation forms before the Government in order for foreign nationals to visit the Country (hereinafter, “the Services offered”). The Services offered are private and therefore are not affiliated with, owned or operated by the Government or any government agency. Hiring the Services offered are subjected to the mandatory acceptance of these Terms and Conditions

Rules of Conduct

The User must use this Website, its content, and services in accordance with the present Terms of Use, the currently applicable laws and regulations, common decency, morality, and public order at all times. In particular, but without limitation, the User shall not:

• Hire the Services offered if you do not meet the required legal age and have the legal capacity to contract according to applicable laws and regulations of your country.
• Make inappropriate or illicit use of our website content, as well as the information about the Services offered and/or use it to engage in illegal activities or those harmful to the interests or rights of the Company and/or of third parties;
• Restrict or prevent any other User from using and enjoying this website;
• Copy, distribute or modify any part of this website without prior written authorisation from the Company with or without commercial purposes;
• Circumvent, disable or otherwise interfere with security-related features of the website or features that prevent or restrict use or copying of any content or that enforce limitations on the use of the website;
• Send or disseminate information, codes, or content that could reduce, harm, disturb or impede any User’s access or normal use of this website and/or damage or harm equipment belonging to the Company (like servers or networks connected to the website) or to other Users. This includes but is not limited to malware, viruses, logic bombs, etc;
• Breach the Company’s intellectual property rights, this includes but is not limited to, use, modify, create derivative works of, transfer (by sale, resale, license, sublicense, download or otherwise), reproduce, distribute, display or disclose any content of this website, without prior written authorisation from the Company.
• Breach third parties’ intellectual property rights in connection to the access or use of this website.

The access of a User who does not comply with these Terms of Use may be blocked and/or suspended at any time and without prior notice in order to maintain the quality, security, and availability of the present website.

Limitation of Guarantees and Liability

The use of the present website is at the User’s own responsibility and risk. The Company makes its best efforts to ensure the availability of the website and the safe navigation of the user. However, access to this website may be punctually interrupted by maintenance tasks and/or the upload of updates of the contents and/or services offered through it. Also, we cannot guarantee that the website will be maintained without interruptions, delays, errors, or omissions for reasons beyond our control, as well as for possible damages that may be caused by third parties through illegitimate intrusion beyond our control.

The Company will exert its best efforts to keep the information and eligibility requirements about the Electronic Travel Authorisation up to date, according to Government updates. However, if you detect any inaccuracy, we ask you to please contact our Customer Service Team and warn them about it.

Neither the Company nor its partners, suppliers, employees or representatives will consequently, be liable for any error or omission on the website or if the content and information of this website is used by a User or a third party for unlawful purposes and/or to cause damage to third parties or to the Company’s reputation.

In the same way, the Company will not assume any responsibility for access to this website by Users under the required legal age according to their country’s applicable laws and regulations, being the responsibility of their parents and/or legal guardians to exercise an adequate control over the activity and/or use of the Internet by their dependent children or minors; to prevent their access to websites whose content is not suitable or recommended for minors, as well as the sending of personal data without the prior authorisation of their parents or legal guardians.

The Company will be exempt from any liability that may arise from the breach of these Terms of Use by the User and/or the Customer.

Intellectual Property Rights

www.exploreasia-singapore.com is a domain registered by the Merchant of Records indicated in this Terms and Conditions. Therefore, it cannot be used in connection with other products and/or services other than those Services offered on this website, in any way that may cause confusion between Users and/or Customers of the Company and/or discredit the Company.

The totality of the elements contained on this website, whether it be texts, articles, descriptions, images, graphics, sounds, videos, brands, logos, interactive features or any other element, its structure and design, the selection and presentation of the content and elements included therein, and the software necessary for its operation, access and utilization are the owned of the Company or by the partners of the company with whom we have submitted the corresponding licenses. All the elements of the present website are protected by industrial and intellectual property rights that must be respected by the User and/or Customer. This matter is also warned with a copyright notice in the homepage of this website.

The reproduction, copying, distribution, public communication, transformation or, in general, any use of the protected elements of this website with or without commercial purposes, without the Company’s prior written consent, is expressly and totally forbidden.

The access and use of this website does not under any circumstance transfer the company’s intellectual property rights to the User and/or Customer, nor the granting of a license or authorisation.

Moreover, note that the Company reserves all intellectual property rights that are not expressly indicated in these Terms of Use and that correspond to us in accordance with the currently applicable laws and regulations.

Privacy

The personal data collected for the provision of the private professional services offered through this website, as well as those obtained from the navigation and/or use of this website, will be processed in accordance the Policy Privacy and Cookie Policy.

The appropriate technical and organizational measures have been adopted in order to guarantee the confidentiality, integrity, availability, and security of the personal data processed.

Jurisdiction and Applicable Laws

These Terms of Use are governed by the current applicable Spanish laws and regulations.

In case of controversy or disagreement between the User and the company arising from these Terms of Use, both parties agree to submit their resolution, at their free choice and expressly waiving any other jurisdiction to which they may be entitled, to the competent Courts and Tribunals of the place of residence of the User and, where appropriate, Customer.

The non-exercise by the Company of any right provided or derived from these Terms of Use shall not be construed, under any circumstances, as a waiver of said right, unless expressly and in writing waived by the Company or legal prescription of the action that in each case corresponds according to the applicable current law or regulation.