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Terms of Service

Last updated: May 2026

1. Nature of service

DocuFlag is a self-help AI tool that helps individual visa applicants check their own documents against the published requirements of the destination consulate. It is a technology service, not an immigration advisory service, legal service, or visa application submission platform.

DocuFlag does not assess visa eligibility, predict visa outcomes, or provide immigration or legal advice of any kind. All visa decisions are made solely by consular authorities.

Who may use the Service. DocuFlagis available only to adults aged 18 or older who are preparing a visa application for themselves. You must not use the Service to prepare or submit any application, document, photograph, or personal data relating to an applicant under 18 — including a child in your care. We do not provide a child-applicant service and do not knowingly process data relating to minors. If you become aware that data relating to a minor has been uploaded, please contact [email protected] and we will arrange its deletion.

2. Schengen-only scope

DocuFlag’s checklist and analysis features are limited to Schengen short-stay (Type C) visa applications submitted to the consulates of the Schengen member states currently supported in-app. We do not provide checks for, and you must not rely on DocuFlag for, UK visit visas, UK work visas, UK study visas, UK residence permits, UK ETAs, UK nationality, UK asylum applications, US B1/B2 visas, Canadian visas, Australian visas, or any other non-Schengen immigration matter.

Any features labelled “Coming soon” are not yet available and create no obligation on us to deliver them. We may withdraw, change, or refuse to support any visa type at any time.

3. Not an assessment, just factual checks

DocuFlagcompares the documents you upload against the consulates’ published requirements. It does not assess your eligibility, your likelihood of being granted a visa, or any aspect of your personal circumstances.

The output is a checklist of factual observations (for example, “this bank statement is older than 30 days”) for you to verify and act on. It is not an opinion, not a recommendation, and not advice. An observation that a document is missing does not predict the consulate’s decision; an observation that a published requirement appears met does not predict it either. Consulates decide; we describe.

4. AI limitations

DocuFlag uses artificial intelligence to read documents and generate observations. AI systems can make mistakes, misread documents, produce inaccurate observations, or miss relevant information. You must independently verify every observation against official consulate sources before submitting your application.

Our requirements database may not reflect the most current consulate policies. Always verify with the official consulate website. If your situation is borderline, complex, or you have any doubt, consult a licensed immigration adviser.

5. Pricing and credits

DocuFlag is sold as one-off credit purchases — currently Single (1 credit), Family of 3 (3 credits), and Family of 4 (4 credits). Each credit covers one complete Schengen visa application — every document, every analysis, every cross-check. Credits do not expire at any monthly cycle; they remain on your account until used.

Enterprise customers may purchase a recurring subscription via Contact Sales; those terms are negotiated bespoke and supplement (but do not replace) these Terms.

6. Right of withdrawal

Under the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR 2013”), you have a 14-day right of withdrawal from the date of purchase. To exercise it, write to [email protected] within the 14-day window with the words “I want to withdraw from the contract” and your account email; you do not need to give a reason. We will refund the unused credits to the payment method you used, without undue delay and in any event within 14 days of receiving your request, consistent with regulation 34 CCR 2013.

Digital-service exception (regulation 37 CCR 2013). By accepting these Terms and using a credit to run an analysis, you expressly request that DocuFlag begin supplying the service immediately, and you acknowledge that you lose your right to withdraw from the contract once the service for that credit has been fully performed. Unused credits remain refundable within the 14-day window.

7. Limitation of liability

Our total aggregate liability to you in connection with the Service shall not exceed the greater of (i) the amount you paid us for the purchase that included the credit used in connection with the matter giving rise to the claim, or (ii) $100. This cap applies whether the claim is in contract, tort (including negligence), under statute, or otherwise.

DocuFlag is not liable for any loss arising from: reliance on AI-generated observations without independent verification; changes in consulate requirements not yet reflected in our database; visa application outcomes; actions taken by consular authorities; your failure to verify observations against official sources; or your use of the Service for any matter outside the Schengen-only scope in section 2.

Nothing in this clause limits liability for death or personal injury caused by negligence, fraud, or anything else that cannot lawfully be excluded under English law. Nothing in this clause affects your statutory rights as a consumer under the Consumer Rights Act 2015 — including the right to a service performed with reasonable care and skill (s.49), to a service performed within a reasonable time (s.52), or to the remedies for breach of those rights.

8. Indemnity

You agree to indemnify and hold DocuFlag harmless from any claim, loss, or expense (including reasonable legal fees) arising out of:

  • your reliance on DocuFlag’s output without verifying it against official consulate sources;
  • your use of DocuFlag for any matter outside the Schengen-only scope in section 2;
  • any submission you make to a consulate that contains documents flagged by DocuFlag;
  • any claim by a third party (including a person you assist with a visa) that you used DocuFlag to provide them with immigration advice.

9. Data protection

Your use of DocuFlag is also governed by our Privacy Policy and Data Processing Agreement. By using the service, you acknowledge that you have read and understood our data handling practices, including the EU-hosted infrastructure and in-memory document processing described therein.

10. Sub-processors

DocuFlag uses third-party sub-processors to deliver the service: Google Vertex AI (EU endpoint) for document analysis, Google Cloud KMS (EU) for key custody on cloud-sync backups, Stripe for payment processing, OVHcloud for compute and (when cloud backup is enabled) object storage, Cloudflare for CDN/TLS termination, Backblaze B2 for off-site encrypted backups, and an EU SMTP provider for transactional email. Documents are processed in-memory only by the analysis sub-processor and are not written to disk; Vertex AI operates with zero data retention under a Google Cloud DPA. The canonical sub-processor list with retention windows lives in our Data Processing Agreement § 6; see also our Privacy Policy and Data Protection Impact Assessment for details.

11. Encrypted cloud storage

Cloud sync is on by default and stores your case data encrypted at rest in our EU cloud storage. You may disable cloud sync at any time from Settings, which wipes the cloud copy and schedules cryptographic erasure of the organisation's KMS key. If you would rather remove your account entirely, Settings → GDPR triggers a 30-day soft-delete followed by the same cryptographic erasure.

  • Encrypted at rest. Backups are encrypted at rest on our servers under AES-256-GCM, with the data key wrapped via Google Cloud KMS in europe-west1. DocuFlag CAN decrypt your backups when you sign in, and we will if compelled by valid legal process. Forgot your password? A normal password reset works and your cloud data stays accessible. Every Cloud KMS Decrypt is audit-logged in two independent streams.

Storage details. Encrypted blobs are stored on self-managed encrypted EU object storage. Each blob carries a 180-day TTL that is reset on every access(upload OR download): active cases stay indefinitely, cases untouched for 180 consecutive days are auto-deleted under GDPR Art. 5(1)(e). You can delete an individual case at any time from the case page; deletion is soft-marked immediately and hard-purged from object storage 7 days later. To remove all your cloud data at once, delete your account from Settings → GDPR — this triggers a 30-day soft-delete and cryptographic erasure of the organisation's Cloud KMS key (see the Privacy Policy retention section).

Cryptographic erasure on account deletion. When you delete your account, the per-organisation Cloud KMS key that wraps your data keys is scheduled for destruction at the 30-day hard- delete tick. After Cloud KMS’s 24-hour delay, the key material is irreversibly destroyed and any backup ciphertext that depends on it — including ciphertext in disaster-recovery snapshots — becomes mathematically un-decryptable, even by us.

12. Governing law and jurisdiction

These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Nothing in this clause limits your right as a consumer to bring proceedings in the courts of the country where you are habitually resident, where any mandatory consumer protection rule of that country gives you that right. EU/EEA residents in particular retain the protections of Regulation (EU) 1215/2012 (Brussels Ia), Articles 17–19.

13. Acceptable use

You agree to use DocuFlag only for the lawful preparation of your own Schengen short-stay visa application (or, where you are a parent or guardian, that of a minor in your care). Without limitation, you must not:

  • upload documents you do not have the right to use, or which contain another person’s personal data without their consent (except for a minor in your care, for the purpose of their application);
  • use DocuFlag to prepare, support, or attempt a fraudulent, falsified, or knowingly inaccurate visa application;
  • use DocuFlag to provide paid or unpaid immigration advice or visa-preparation services to any third party, or hold the output of DocuFlag out to any third party as professional advice;
  • copy, scrape, reverse-engineer, or attempt to extract the contents of the requirements database, the underlying AI prompts, or the analysis logic, except as expressly permitted by these Terms or by mandatory law;
  • resell, redistribute, or sub-license access to DocuFlag or its output;
  • interfere with, probe, or attempt to circumvent the security or rate-limiting of the Service.

We may suspend or terminate your access to DocuFlag without refund for any material breach of this section, in addition to any other remedy available to us at law.

14. Refunds, complaints, and dispute resolution

Refunds. Refunds are available in the scenarios below:

  • Unused credits. Refundable within the 14-day window in section 6 on written request to [email protected].
  • Service malfunction. If a credit was charged but no analysis was returned, or the analysis was demonstrably broken by a fault in our Service (not by the AI returning a result you disagree with), we will refund or re-credit at our discretion. Write to [email protected] within 14 days of the affected analysis.
  • Visa refusal. Not refundable. DocuFlag is a checking service, not a visa-outcome service; the credit pays for the analysis you received, regardless of how the consulate later rules.
  • Duplicate charge. Refundable on request.

Nothing in this clause limits your statutory rights as a consumer under the Consumer Rights Act 2015 or the CCR 2013.

Complaints. Please raise any complaint with [email protected] in the first instance. We aim to acknowledge complaints within 5 working days and respond substantively within 30 days. Data-protection complaints can additionally be raised with [email protected] (see also Privacy Policy § 9 for your right to complain to a supervisory authority).

Alternative dispute resolution. We are not currently signed up to a specific Alternative Dispute Resolution (ADR) body. If you are a UK consumer and we cannot resolve a dispute between us, you may seek independent guidance from Citizens Advice (citizensadvice.org.uk) or refer the dispute to an ADR provider of your choice. We are willing to engage in good faith with any reputable ADR provider you propose.

EU consumers.The European Commission’s Online Dispute Resolution platform was discontinued on 20 July 2025 (Regulation (EU) 2024/3228). If you are resident in the EU/EEA, you can find a list of consumer dispute resolution bodies at consumer-redress.ec.europa.eu/dispute-resolution-bodies or contact your national consumer authority. We are willing to engage in good faith with any reputable EU dispute resolution body you propose.

15. Changes to these terms

We may update these terms from time to time. We will notify you of material changes via email or in-app notification at least 30 days before they take effect.