Terms of Service

ReservationPoints.com (“Reservation Points”, “we”, “us”, “our”) prepares travel documentation for visa applications, proof of onward travel and travel planning. These Terms of Service (“Terms”) are the agreement between you and us every time you browse this website or place an order through it.

Two further documents form part of this agreement and should be read with it: our Privacy Policy and our Refund & Cancellation Policy, which also carries our chargeback and payment dispute terms. Where a genuine conflict arises, the more specific document governs the point it deals with, and these Terms govern everything else.

A handful of terms carry real weight in this agreement, so they are defined once here and used consistently throughout.

• Document means anything we prepare and send you under an order, whatever its format.
• Reservation Document means an Onward Ticket, Dummy Ticket, Flight Itinerary for Visa, Flight Reservation or Hotel Reservation. Each is a genuine hold placed in an airline or accommodation provider’s live system, carrying a reference you can look up yourself.
• Written Document means a Visa Cover Letter or a Travel Plan. Prose we draft from the answers you give us.
• PNR means the six-character Passenger Name Record locator an airline issues against a booking held in its system.
• Validity Window means the period a Reservation Document is held before the supplier releases it: 48 hours as standard, or up to 7 days where you paid to extend it at checkout.
• Delivery Estimate means the typical arrival time published for the delivery speed you chose. An estimate drawn from our own record, not a guaranteed slot.
• Order Reference means the code in your confirmation email. Quote it in every message to us.
• Deciding Authority means any embassy, consulate, visa application centre, airline, border officer or immigration authority. None of them work for us and none of them consult us.

We are a private document preparation company. We build travel paperwork, we format it properly, and we deliver it to your inbox. That is the whole of what we sell.

We are not a travel agency selling tickets, a tour operator, an airline, a hotel, a visa consultancy authorised to act on your behalf, or a law firm. We have no relationship with any government department, embassy, consulate or visa application centre, and we cannot obtain, expedite, influence or predict any decision one of them makes.

Almost every question customers put to us comes down to a single distinction, so it is worth stating plainly before anything else in these Terms relies on it.

Where a clause below names one family, it applies only to that family. Where it names neither, it applies to both.

By ordering, you confirm each of the following, and you confirm it afresh with every order you place:

• You are at least 18 years old and legally able to enter into a contract.
• You are ordering for yourself, or you have the authority of every person named on the order to give us their details.
• Every named traveller knows their details are being used for this purpose and has agreed to it. Where a traveller is a child, you hold parental responsibility or the consent of someone who does.
• The details you give us are true, current and complete, and the names match the passports that will be presented.
• You are not subject to any sanction, order or restriction that would make it unlawful for us to serve you.

Choosing a product and working through the order steps is an offer to buy, not a contract. Payment authorises us to begin. The contract forms when we send your order confirmation email, which carries your Order Reference and the details we are working from. Check that email carefully: it is our record of what you asked for, and it is the document we build against.

We may decline an order, or cancel one before delivery, and refund you in full. We use that right sparingly and only where we have reason to, including: a route, carrier or property we cannot hold; suspected fraud or a payment we cannot verify; sanctions or another legal restriction; details we believe are false; or a request we consider is being made for a purpose these Terms prohibit.

What the price includes

The figure on a product page is a starting price for one traveller. Additional travellers, return or multi-city routing, an extended Validity Window and a faster delivery speed each add to it. Every one of those is priced in front of you as you choose it, and the full total is shown before you pay. There are no fees added afterwards.

Currency and your bank

Prices may be displayed in your local currency for convenience. Your card issuer sets the exchange rate it applies and may add its own foreign transaction fee. We neither receive nor control that fee, and it is not something we can refund.

Payment

Payment is taken in full at checkout, through our payment provider, using a card, Apple Pay, Google Pay or another method offered at the time. We never see or store your full card number. Any tax, duty or levy imposed in your own jurisdiction is your responsibility.

Price changes

We may change prices at any time. A change never affects an order already confirmed: the price you were shown at checkout is the price of that order.

You choose a delivery speed at checkout. The speeds we offer, and what each usually means in practice:

How delivery happens

Every Document is delivered by email, as a PDF, to the address on the order. You can follow progress at any point on the order tracking page using your Order Reference.

If nothing arrives

Give us a working address and check your spam, promotions and junk folders before assuming a delay. If a Document has not reached you, tell us and we will resend it, at no charge, as many times as needed. We are not responsible for a delay caused by a mistyped address, a full mailbox, an aggressive filter or an outage at your mail provider, but we will always help you get the file.

If our delay pushed your order materially beyond the Delivery Estimate for the speed you paid for, we refund the difference between that speed and the speed we actually achieved. See the Refund Policy.

When you order an onward ticket, dummy ticket, flight itinerary, flight reservation or hotel reservation, we place a genuine booking in the supplier’s live system, in the passenger or guest names you gave us, for the dates and route you specified. You receive a booking reference, a PNR in the case of a flight, and a confirmation PDF setting out the flight numbers or property details, the dates and the passenger names.

The reference is real. While the hold is live you can look it up through the airline’s own Manage Booking tool or the provider’s own channels, which is the entire point of buying a real hold rather than a mock-up.

What your fee buys

Your fee pays for the work: sourcing an appropriate routing or property, placing and confirming the hold, formatting the confirmation and delivering it inside the speed you selected. It is not the price of a fare or a room, and it is earned in full at the moment the Document is issued.

The window you chose

A Reservation Document is held for the Validity Window selected at checkout: 48 hours from issue as standard, or up to 7 days where you paid to extend it. Those are the only two windows we sell. When the window ends, the supplier releases the hold automatically. Expiry is the design, not a fault, and an expired Document is not a defective one.

What the airline or property can do

Suppliers run their own inventory on their own rules, and they can act on a hold at any time without telling either of us. A hold may be shortened, requeued, repriced, revalidated or cancelled outright, for reasons including inventory pressure, a change in fare rules, a schedule change, routine automated queue cleanup or the carrier’s own commercial policy. We do not control any of that and cannot prevent it.

When the airline changes the flight

If, while your hold is live, the carrier cancels the flight, alters the schedule, changes the flight number or withdraws the route, contact us inside the Validity Window and we will reissue on the nearest equivalent routing without further charge. That is a rebuild, not a refund, and it is the correct remedy: what you bought was a usable hold, and a usable hold is what you get.

When you want something different

We do not rebuild because plans changed. A different date, a different city pair, a different carrier, an added traveller or a trip you have decided to move is a fresh booking and is charged as one. The work is identical to the first order, so the price is too.

Cancelling a hold

We do not cancel live holds on request as a route to a refund. Cancelling a booking does not undo the work already done in creating it, and every hold is released by the supplier at the end of its window in any event. If you no longer need a Document, simply do not use it and let it lapse.

A hotel reservation works the same way as a flight hold. We place a genuine booking with the property in the guest names and for the dates you gave us, and you receive a confirmation carrying a reference the property recognises. No room charge has been paid.

Properties, like airlines, manage their own inventory. A booking may be released, moved, downgraded, relocated to a sister property or amended by the property at its own discretion, and rates and availability can change between your order and your dates. We are not the property, we cannot guarantee a room on arrival, and we cannot resolve a complaint about a room, a rate or a stay. If you intend to stay, book and pay for the stay in the normal way.

Because these Documents live in a supplier’s system rather than ours, there is no file for us to open and edit. Any change means building a fresh booking. The rule that follows from that is short and applies to every Reservation Document:

How to ask

Reply to your delivery email, or write to [email protected], quoting your Order Reference Number and the exact change you need, while the Validity Window is still open. Where a change is chargeable we quote it first and wait for your go-ahead. We will never take a further payment without asking.

The Visa Cover Letter and the Travel Plan are different in kind. We write them, word by word, from the answers you give us, which means we can genuinely open the file and change it. So they are sold on different terms.

What counts as a revision

• Correcting a name, a date, an address or any other detail.
• Adjusting the travel dates, the cities or the order they appear in.
• Changing the addressee, the consulate or the visa category the letter is written to.
• Tightening, lengthening or restructuring the wording.
• Adding or removing a paragraph, a day or a section.
• Anything at all that we got wrong. Our own mistakes are put right at our cost and are never counted against your two rounds.

What counts as a new order

• ×A document for a different applicant.
• ×A different destination country or a different visa category, where the letter has to be written afresh.
• ×A different trip, rather than a change to the trip you ordered for.
• ×A complete rewrite for a second application after a first one closed.

How to ask

Reply to your delivery email within 14 days, quoting your Order Reference Number, and put everything you want changed in a single message. One consolidated list is one round; a stream of separate one-line requests burns through your rounds and slows everyone down. Revisions beyond those included are quoted before any work starts.

Our cover letter generator builds a letter from your answers and shows it to you free of charge, watermarked. A paid upgrade removes the watermark, unlocks the deeper fields and delivers the finished document.

The free preview carries no revision entitlement, and needs none: you can change your answers and regenerate as often as you like, at no cost. The two included revisions in clause 14 attach once you have upgraded, and run from the delivery of the upgraded document.

The generator produces a draft written to your inputs. Read it before you submit it. If a fact in it is wrong because a fact you entered was wrong, correcting that is a revision, and you have two of them.

Bundles

Where documents are sold together at a bundle price, that price is for the bundle as a whole. Each Document inside it keeps the rules of its own family: reservation items follow clauses 9 to 13, written items follow clause 14. Dropping one item after work has started does not entitle you to the difference between the bundle price and the remainder, because the discount was consideration for the bundle.

Application assistance

Where we help with an application, we assist with preparation, form completion and document assembly. We do not act as your representative before any authority, we do not lodge anything in our own name, and we have no visibility of or influence over an authority’s queue, its timescales or its decision. Government, consular and visa centre fees are yours and are paid by you directly.

We build from exactly what you type. Names must be entered as printed in the passport, in the passport’s order, including middle names where they appear. Dates, airports, cities and property names must be the ones you intend to submit.

We do not verify your details against a passport, a government record or any other booking, and we are under no obligation to notice that something you sent is wrong. A Document rebuilt because the information behind it was wrong is a new order, in either family, subject to the included revisions in clause 14.

Cancelling before we start

You may cancel and receive a full refund at any time before we begin preparing your order. Tell us as fast as you can: on Standard that window is usually comfortable, and on Super Fast it can be a matter of minutes, because we start straight away. Once a Document has been issued, the fee has been earned.

The 14-day distance selling right

These are digital documents made to your specification and supplied immediately. Where you have asked us to begin at once, which is what placing an order does, the statutory 14-day cancellation right for distance contracts does not survive the start of delivery. Nothing in this clause removes a right your own country’s law gives you and does not permit us to exclude.

Everything else

Every ground on which we refund, and every ground on which we do not, is set out in the Refund & Cancellation Policy, which forms part of these Terms.

If something is wrong with your order, tell us. We answer support messages within 24 hours and we would far rather fix a problem than argue about one through two banks and a card scheme.

Raising a chargeback against an order we delivered as described, without first giving us the chance to put it right, is a breach of this agreement. We contest such disputes with the complete order record, and clause 26 does not cap what we may recover in doing so. Sections 17 to 25 of our Refund & Cancellation Policy set out precisely which disputes we accept without argument, which we contest, what evidence we submit, and what a contested dispute costs.

A visa is granted or refused by the authority handling your application. Boarding is permitted or denied by the airline. Entry is permitted or denied by a border officer. None of these people work for us, none of them consult us, and none of them owe us an explanation.

Accordingly we make no representation and give no guarantee about the outcome of any application, the acceptance of any Document by any particular officer or desk, or how long any authority will take. A refusal is not a ground for a refund, because what we sold you was the document, not the decision. Anyone who tells you otherwise is selling you something they cannot deliver.

You agree not to do any of the following, and each is a material breach of these Terms:

• ×Present a Reservation Document as a purchased ticket or a paid stay, to anyone, for any purpose.
• ×Alter, retouch, re-typeset or otherwise doctor any Document we send you.
• ×Resell, redistribute, rebrand, licence or supply any Document or any part of our website to a third party.
• ×Use a Document for anybody other than the traveller named on it.
• ×Submit personal details you have no right to submit, or a payment method you are not authorised to use.
• ×Use our services in connection with fraud, deception or any unlawful purpose.
• ×Scrape, crawl, reverse-engineer, decompile or systematically extract from this website, or access it through automated means we have not authorised.
• ×Interfere with the operation, security or availability of our systems, or attempt to circumvent payment.

The website, its code, design, wording, imagery, document templates, letter engine, phrasing libraries and datasets are owned by us or our licensors and protected by copyright, database right, trade mark and other intellectual property law. Nothing on this website transfers any of it to you.

On delivery of your Document we grant you a personal, non-exclusive, non-transferable, revocable licence to use it for your own application, travel file or the named traveller’s, and for no other purpose. You may print it, store it and submit it wherever it is needed. You may not resell it, publish it, use it as a template, or supply it to anyone as a specimen or a service of your own.

If you send us a review, a testimonial, a photograph, a suggestion or any other material, you grant us a worldwide, royalty-free, perpetual licence to use, reproduce and publish it in connection with our business, and you confirm you own it or are entitled to give us that licence. We may edit for length and clarity, and we will not attribute a review to you beyond the name and location you supplied.

Ideas and feedback about our service may be used freely and without obligation or payment. Please do not send us anything confidential that you do not want us to act on.

Delivering these services means depending on other companies: airlines and their distribution systems, accommodation providers and their booking platforms, our payment provider, our email infrastructure, our hosting and our analytics. We choose them with care and hold them to appropriate terms, and our Privacy Policy names the ones that handle your personal data.

We are not responsible for their acts, omissions, outages or decisions. A link from our website to a third party is a convenience and not an endorsement, and once you follow it you are on their terms and their privacy policy, not ours.

Our website and our Documents are provided on an as is and as available basis. To the fullest extent the law allows, we exclude all warranties, conditions and representations that are not expressly set out in these Terms.

In particular we do not warrant that the website will be uninterrupted or error-free, that any Document will be accepted by any Deciding Authority, that a hold will survive its Validity Window, or that any supplier’s system will behave in any particular way. We do warrant that we will prepare and deliver your Document with reasonable care and skill, and that is the promise we intend you to rely on.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be excluded or limited.

Subject to that, and to the fullest extent the law allows:

• We are not liable for indirect, special or consequential loss, or for loss of profit, revenue, contract, opportunity, data or goodwill.
• We are not liable for a missed flight, a missed appointment, a rebooking fee, a non-refundable fare or hotel cost, a visa fee, a courier charge, a translation cost, lost wages, or the cost of making a fresh application.
• We are not liable for any decision of a Deciding Authority, or for anything an airline or accommodation provider does to a hold.
• Our total liability in connection with any order, on any basis whatever, is limited to the amount you paid us for that order.

Any claim must be brought within twelve months of the date of the order it relates to.

We may suspend or withdraw your access to the website and decline further orders, immediately and without notice, where we reasonably believe you have breached these Terms, supplied false information, used our services fraudulently or unlawfully, or raised a dispute in bad faith.

Where suspension follows your breach, orders cancelled as a result are not refunded. Where it does not, anything you have paid for and not received is refunded in full. Clauses that by their nature should survive, including 20 to 27 and 30 to 32, survive.

Neither of us is liable for a failure to perform caused by something genuinely beyond reasonable control. That includes an airline or distribution system outage, a payment network failure, a hosting or connectivity failure, industrial action, epidemic, extreme weather, natural disaster, armed conflict, civil disturbance, sanctions, or an act or restriction of a government or regulator.

Our obligations are suspended while such an event continues, and we will tell you what is happening. If it prevents delivery for an unreasonable length of time, either of us may cancel the affected order and we will refund it in full.

Almost everything is resolved by telling us about it. Our escalation path is deliberately short:

1. 1Write to us. Email [email protected] with your Order Reference and what has gone wrong. We acknowledge within 24 hours and aim to give you a substantive answer within 5 working days.
2. 2Ask for a review. If the answer does not satisfy you, reply and ask for it to be reviewed. A second person looks at the file from the start.
3. 3Mediation. If we are still apart, either of us may propose mediation. Neither is obliged to accept, and proposing it does not affect anyone’s legal rights.
4. 4Court. Failing all of that, the courts named in clause 31 have jurisdiction.

So far as the law allows, disputes are brought individually and not as a class, collective or representative action. Where you are a consumer, this does not affect any right you have to bring proceedings you could otherwise bring.

Email is our contractual channel. Formal notices to you go to the address on your order and are treated as received 24 hours after sending, unless we receive a delivery failure. Notices to us go to [email protected]. Keep your email address current and reachable.

You consent to contracting electronically and agree that our records of your order, your acceptance of these Terms and our correspondence are admissible evidence of what was agreed.

Questions about these Terms, or about anything on an order, go to the same place:

Always quote your Order Reference Number. It is the fastest way to get a useful answer instead of a request for more information.