MALA Holidays – Terms & Conditions for Visa, Travel & Holiday Services
These Terms & Conditions (“Terms”) govern the use of services provided by MALA Holidays (“MALA Holidays”, “we”, “us”, or “our”) in connection with visa assistance, visa appointment services, travel arrangements, holiday packages, hotel bookings, travel documentation, and related consultancy services.
By requesting, purchasing, or using any of our services, you confirm that you have read, understood, and agreed to these Terms & Conditions.
1. Who We Are
MALA Holidays is a private and independent travel consultancy and visa assistance service provider.
We provide assistance with visa applications, appointment bookings, travel arrangements, holiday packages, hotel reservations, travel insurance, flight reservations, documentation, and related services.
MALA Holidays is not an embassy, government authority, immigration authority, Visa Application Centre (VAC), or visa-issuing authority.
We have no authority to approve, refuse, accelerate, influence, or guarantee the outcome of a visa application. All visa decisions are made exclusively by the relevant Embassy, Consulate, Immigration Authority, or Visa Application Centre.
2. Visa Approval Is Not Guaranteed
MALA Holidays does not guarantee visa approval under any circumstances.
The final decision regarding a visa application rests entirely with the relevant Embassy, Consulate, Immigration Authority, or Visa Application Centre.
A visa may be refused, delayed, restricted, issued for a shorter period, issued with fewer entries, or otherwise decided differently from what the applicant expected.
The decision may be based on information, documents, circumstances, eligibility requirements, internal assessment, security checks, financial circumstances, travel history, immigration history, or any other criteria considered by the relevant authority.
MALA Holidays shall not be responsible for a visa refusal or adverse visa decision, regardless of:
- The reason given by the Embassy or relevant authority;
- Whether the applicant considers the reason valid, reasonable, incorrect, or unfair;
- Whether the applicant believes sufficient documents were submitted;
- Whether similar applicants have previously received visas;
- Whether the application was prepared or reviewed by MALA Holidays;
- Whether an appointment was obtained through MALA Holidays;
- Whether the application was submitted through a standard or urgent/express service.
A visa refusal is a decision made by the relevant authority and is outside MALA Holidays’ control.
Accordingly, a visa refusal does not create an automatic right to a refund, compensation, reimbursement, or repayment from MALA Holidays.
3. Strict Refund Policy
3.1 General Refund Policy
All payments made to MALA Holidays are strictly non-refundable once the relevant service or work has commenced, except where a refund is expressly required by applicable law or specifically stated in these Terms.
This includes, but is not limited to:
- Visa assistance fees;
- Consultation fees;
- Application preparation fees;
- Appointment booking/service fees;
- Documentation charges;
- Travel planning charges;
- Administrative charges;
- Service charges;
- Express/urgent service charges;
- Hotel booking charges;
- Flight reservation charges;
- Travel insurance charges;
- Holiday package charges;
- Third-party service charges;
- Any other service-related payments.
Visa refusal does not qualify for a refund.
Once MALA Holidays has started processing an application, making arrangements, preparing documents, contacting third parties, attempting to obtain an appointment, making payments, or providing any agreed service, the applicable service charges are non-refundable, subject to any rights that cannot legally be excluded.
4. Appointment Deposit – Limited Refund Exception
Where MALA Holidays specifically requests an initial deposit for the purpose of securing a visa appointment, the deposit is refundable only if MALA Holidays fails to secure/book an appointment slot within the agreed service arrangement.
The refund of the initial appointment deposit does not apply where:
- An appointment has successfully been booked;
- The applicant cancels the request;
- The applicant changes their mind;
- The applicant decides to apply through another country or provider;
- The applicant is unable to attend the appointment;
- The applicant provides documents late;
- The applicant fails to provide the required information;
- The applicant is unable to travel;
- The applicant’s visa is refused;
- The applicant’s visa is delayed;
- The applicant receives a different visa validity or number of entries;
- The applicant’s travel plans change;
- The applicant has already received any part of the agreed service.
Once an appointment has been successfully secured, the appointment deposit is non-refundable.
Where third-party charges have already been paid or incurred, such amounts may also be deducted where legally permitted.
5. Third-Party Payments and Charges
MALA Holidays may need to make payments to or purchase services from third parties on behalf of, or in connection with, the client.
These may include:
- Visa appointment systems;
- Visa Application Centres;
- Embassies or Consulates;
- Travel insurance providers;
- Airlines;
- Hotels;
- Booking platforms;
- Courier companies;
- Travel suppliers;
- Other service providers.
Once payment has been made to a third party, MALA Holidays may be unable to recover that payment.
If a third party does not provide a refund to MALA Holidays, MALA Holidays will not be required to reimburse the client for that amount.
This applies particularly where a service has already been purchased, booked, processed, reserved, cancelled, used, or otherwise incurred a cost.
MALA Holidays is not responsible for third-party cancellation policies, refund policies, processing decisions, price changes, penalties, or charges.
6. Visa Refusal – No Refund or Compensation
If your visa application is refused for any reason, MALA Holidays will not be responsible for your resulting financial losses, except where liability cannot legally be excluded.
This includes losses relating to:
- Visa service fees;
- Appointment charges;
- Application preparation;
- Travel insurance;
- Flight reservations;
- Flight tickets;
- Hotel reservations;
- Hotel payments;
- Holiday packages;
- Transportation;
- Tours and excursions;
- Travel bookings;
- Cancellation charges;
- Change fees;
- Currency exchange losses;
- Other travel-related expenses.
If a visa is refused, you cannot claim reimbursement from MALA Holidays for travel arrangements or other expenses that you independently purchased or paid for.
The fact that a visa application was prepared or assisted with by MALA Holidays does not make MALA Holidays responsible for the Embassy’s decision.
7. DO NOT Purchase Flights or Hotels Before Visa Approval
MALA Holidays strongly advises clients NOT to purchase non-refundable flights, hotels, holiday packages, tours, transportation, or other travel arrangements before receiving their visa.
A flight reservation, hotel reservation, itinerary, or travel plan does not guarantee visa approval.
If you choose to purchase a flight ticket, hotel, holiday package, tour, transportation, or any other travel product before your visa has been granted, you do so entirely at your own risk.
If your visa is subsequently refused, delayed, restricted, or issued differently from your expectations, MALA Holidays will not be responsible for any resulting loss, cancellation charge, penalty, non-refundable payment, or other expense, to the extent permitted by applicable law.
You must not rely on a visa application being successful when making non-refundable travel purchases.
8. Independently Purchased Travel Arrangements
Clients may independently purchase flights, hotels, tours, transportation, holiday packages, travel insurance, or other travel services from any provider.
MALA Holidays is not responsible for any independently purchased travel arrangements unless MALA Holidays has expressly agreed in writing to provide or manage that particular service.
If you purchase any travel product independently:
- You are responsible for checking its terms and conditions;
- You are responsible for cancellation and amendment policies;
- You are responsible for any deposits or payments;
- You are responsible for any cancellation or change charges;
- You are responsible for obtaining any available refunds;
- You are responsible for communicating directly with the relevant supplier where appropriate.
No claim may be made against MALA Holidays for losses arising from independently purchased travel arrangements.
9. Third-Party Claims and Additional Charges
MALA Holidays will not be responsible for any charges, penalties, losses, cancellation fees, amendment fees, supplier fees, or other costs imposed by a third party as a result of:
- Visa refusal;
- Visa delay;
- Visa approval after the intended travel date;
- Changes to travel plans;
- Client cancellation;
- Client failure to travel;
- Client failure to attend an appointment;
- Changes in airline or hotel policies;
- Changes in third-party booking terms;
- Travel disruption;
- Any other circumstance outside MALA Holidays’ reasonable control.
Where a third party makes a claim or applies a charge against the client, the client remains responsible for that charge unless MALA Holidays has expressly agreed otherwise in writing.
10. Appointment Availability
Visa appointment availability is controlled by the relevant Embassy, Consulate, VAC, or appointment system.
MALA Holidays does not control the release, cancellation, availability, or timing of appointment slots.
Appointments may become available without notice, may be limited, may disappear quickly, or may be released according to procedures outside our control.
We do not guarantee that an appointment will be available on a particular date unless the appointment has actually been confirmed.
11. Express and Urgent Services
Express or urgent services may involve additional fees.
Payment for an express or urgent service does not guarantee:
- Visa approval;
- Earlier visa processing;
- A particular appointment date;
- A particular visa validity;
- A particular number of entries;
- A particular processing time.
Any expedited service is subject to the availability and procedures of the relevant third party or authority.
12. Client Responsibilities
Clients are responsible for providing accurate, complete, genuine, and up-to-date information and documentation.
You must inform MALA Holidays of any relevant information that may affect your application or travel plans.
MALA Holidays is not responsible for consequences arising from:
- False information supplied by the client;
- Incomplete information;
- Incorrect information;
- Misleading information;
- Forged or altered documents;
- Missing documents;
- Expired documents;
- Failure to disclose relevant circumstances;
- Failure to follow instructions;
- Failure to attend an appointment;
- Failure to respond to requests within the required timeframe.
Where false, misleading, fraudulent, or materially incomplete information is provided by the client, MALA Holidays reserves the right to terminate the service without refund, subject to applicable law.
13. Documents and Personal Information
Clients are responsible for ensuring that documents supplied to MALA Holidays are genuine and accurate.
We take reasonable care when handling client documents. However, MALA Holidays cannot accept responsibility for loss, damage, delay, or misdelivery caused by:
- Courier services;
- Postal services;
- Embassies;
- Visa Application Centres;
- Airlines;
- Hotels;
- Third-party providers;
- Technical failures;
- Events beyond our reasonable control.
Clients should not send original documents to our office unless specifically instructed by our support team.
14. Travel Insurance
Where travel insurance is arranged through MALA Holidays or a third-party provider, the insurance policy is subject to the insurer’s own terms, conditions, exclusions, and cancellation/refund rules.
MALA Holidays does not make the insurance provider’s decisions and is not responsible for claims being accepted or rejected by the insurer.
15. Hotel and Flight Reservations
Where MALA Holidays provides a reservation, booking, or travel document for visa application purposes, such reservation does not constitute a guarantee that the visa will be approved.
Where an actual flight ticket or hotel booking is purchased, the booking is subject to the relevant airline, hotel, booking platform, or supplier’s terms.
Any refund, cancellation, amendment, or penalty is determined by the relevant supplier.
16. Changes to Travel Plans
Once a client has purchased or confirmed a service, any subsequent change to:
- Travel dates;
- Destination;
- Hotel;
- Flights;
- Passenger details;
- Visa category;
- Appointment date;
- Number of travellers;
- Travel itinerary;
may result in additional charges.
Any additional charges imposed by third parties will be the client’s responsibility unless otherwise agreed in writing.
17. No Responsibility for Visa Processing Time
Visa processing times are determined entirely by the relevant Embassy, Consulate, Immigration Authority, or Visa Application Centre.
Processing may take longer than the estimated or published timeframe due to:
- Additional document requests;
- Background checks;
- Security checks;
- Administrative processing;
- High application volumes;
- Technical problems;
- Public holidays;
- Staffing issues;
- Other circumstances beyond our control.
MALA Holidays cannot guarantee a decision by a particular date.
18. No Guarantee of Visa Type, Validity or Entries
MALA Holidays cannot guarantee:
- The visa category granted;
- Visa validity;
- Duration of stay;
- Number of entries;
- Processing time;
- Approval of a multiple-entry visa;
- Approval for the requested travel dates.
These matters are determined solely by the relevant authority.
19. Cancellation by the Client
If a client decides to cancel their service after MALA Holidays has started work, no refund will ordinarily be provided, subject to any rights that cannot legally be excluded.
This includes cancellation because the client:
- Changes their mind;
- Changes their travel plans;
- Decides not to travel;
- Decides to use another agency;
- Decides to apply through another country;
- Receives a visa refusal;
- Is unable to obtain supporting documents;
- Is unable to attend the appointment;
- No longer requires the service.
Any refund entitlement, where legally applicable, will be assessed according to the nature of the service already provided and any third-party costs already incurred.
20. Force Majeure and Events Beyond Our Control
MALA Holidays will not be responsible for delays, failures, losses, or interruptions resulting from circumstances beyond our reasonable control, including:
- Embassy or government decisions;
- Visa Application Centre closures;
- Strikes;
- Natural disasters;
- Severe weather;
- Pandemics or public health events;
- Civil unrest;
- Political events;
- Internet or system failures;
- Cyber incidents;
- Power failures;
- Courier disruption;
- Airline disruption;
- Third-party service failures;
- Changes in government or immigration policies.
21. Website Use
We aim to keep the information on our website accurate and up to date. However, visa requirements, immigration rules, appointment systems, fees, travel requirements, and government procedures may change without notice.
MALA Holidays does not guarantee that all website information will remain accurate or applicable to every individual circumstance.
We are not responsible for temporary website outages, technical errors, data loss, third-party website failures, or interruptions beyond our reasonable control.
22. Limitation of Liability
To the fullest extent permitted by applicable law, MALA Holidays shall not be liable for indirect, consequential, incidental, or financial losses arising from:
- Visa refusal;
- Visa delay;
- Visa processing;
- Appointment availability;
- Travel arrangements;
- Flight cancellations;
- Hotel cancellations;
- Travel disruptions;
- Third-party service failures;
- Client decisions to purchase travel before visa approval;
- Loss of anticipated travel;
- Loss of money paid to third parties;
- Any other circumstance outside MALA Holidays’ reasonable control.
Nothing in these Terms is intended to exclude or limit any liability or consumer right that cannot legally be excluded or limited under applicable law.
23. Client Acknowledgement
By making payment to MALA Holidays or requesting our services, you acknowledge that:
- Visa approval is never guaranteed.
- The final visa decision belongs entirely to the relevant Embassy, Consulate, Immigration Authority, or VAC.
- A visa refusal does not automatically entitle you to a refund.
- MALA Holidays is not responsible for the reason or outcome of a visa refusal.
- You should not purchase non-refundable flights, hotels, holidays, tours, or other travel arrangements before receiving your visa.
- Any travel arrangements purchased before visa approval are made entirely at your own risk.
- MALA Holidays is not responsible for losses or charges resulting from independently purchased travel arrangements.
- Third-party charges and payments may be non-refundable.
- If a third party does not refund MALA Holidays, MALA Holidays is not required to refund the corresponding amount to the client, subject to applicable law.
- The initial appointment deposit is refundable only where MALA Holidays fails to secure the appointment under the agreed service arrangement.
- Once an appointment has been successfully secured or work has commenced, applicable service charges are generally non-refundable.
- Appointment availability and visa decisions are outside MALA Holidays’ control.
24. Final Agreement
Each visa application, appointment request, travel arrangement, hotel booking, holiday package, and related service is handled according to the circumstances of the individual client and the applicable requirements at the time.
MALA Holidays will make reasonable efforts to provide professional and accurate assistance. However, we do not guarantee a particular visa outcome, appointment date, processing time, visa validity, number of entries, travel outcome, or third-party service result.
By proceeding with MALA Holidays, you acknowledge and accept that the decision to grant or refuse a visa belongs solely to the relevant authority and that any travel arrangements made before visa approval are made at your own risk.
If you have any questions about these Terms & Conditions, please contact MALA Holidays before making payment or requesting our services.
MALA Holidays
Private & Independent Travel Consultancy
Website: malaholidays.co.uk