These terms of business supplement the client care letter and define the basis on which we provide our services. We will carry out the services detailed in our client care letter with reasonable care and skill. However, we cannot be held responsible for any losses, penalties, surcharges, interest, or other liabilities resulting from the provision of incorrect or incomplete information by you or others, failure to supply necessary information, or failure to act on our advice or respond promptly to communications from us or government authorities.
If you are engaging with us as a consumer, please refer to clause 11 below for additional terms regarding our services and the agreement between us.
Personal data will be handled in accordance with our privacy notice, which is available on our website.
1. Our Services
What we do:
We operate on a competitive flat-fee* basis per successful application.
What we do not do:
* Flat Fees – Under normal circumstances, we offer clients a fixed-fee arrangement, which will be honoured even if the application process takes longer than expected.
By instructing 2 flags visa services to submit an application, you confirm that you accept and agree to abide by these terms of business and the terms set out in our client care letter (together, our “Terms”).
2. Definitions
2.1 The following definitions and rules of interpretation apply in these Conditions.
“Application” shall mean the preparation and submission of any documents, material or verbal statements, however transmitted, to the intended recipient and made in respect of any immigration benefit or employment authorisation, including but not limited to work permits and visa applications, which benefit or authorisation may be conferred by the British government.
“Client” means the person or firm who purchases Services from 2 Flags Visa Services Ltd.
“Contract” means the contract between 2 Flags Visa Services Ltd and the Client for the supply of Services in accordance with these Terms.
“Fees” shall mean any sums due to 2 Flags Visa Services Ltd for the Services, plus any other governmental fee, levy, or penalty applicable.
“Services” means the services supplied by 2 Flags Visa Services Ltd to the Client as set out in the client care letter.
“2 Flags Visa Services” means 2 Flags Visa Services Ltd, a company registered in England and Wales with company number 16018537, whose registered office is at 7 Bell Yard, London, WC2A 2JR, United Kingdom.
“UK Visa” shall mean any permit, permission, recommendation, or authorisation issued by the UK Home Office.
3. Contractual Framework
3.1 Any descriptive content or advertising published by 2 Flags Visa Services, including descriptions or illustrations in its brochures, promotional materials, or on its website, is intended solely to provide a general overview of the Services offered. Such materials do not form part of the Contract and carry no contractual obligation.
3.2 These Terms apply exclusively to the Contract, overriding any other terms the Client may attempt to impose or incorporate, whether arising by law, trade custom, established practice, or prior dealings.
4. Service Provision
4.1 2 Flags Visa Services shall deliver the Services to the Client in accordance with these Terms in all material respects.
4.2 While 2 Flags Visa Services will make all reasonable efforts to meet any specified performance dates, such dates are estimates only and shall not be considered essential to the performance of the Services.
4.3 2 Flags Visa Services guarantees that the Services will be carried out with reasonable care and skill.
5. Payment Terms
5.1 The Client shall make payment to 2 Flags Visa Services for the consultation fee and any required sum for disbursements incurred or expected to be incurred in relation to the application, immediately upon request.
5.2 All other invoices issued by 2 Flags Visa Services must be paid within 7 days of the invoice date.
5.3 No further work will be undertaken until full payment of outstanding invoices has been received.
5.4 If the Client fails to make a payment due under the Contract by the specified due date, then, without limiting 2 Flags Visa Services’ other remedies, interest will be charged on the overdue amount from the due date until payment is made in full, whether before or after judgment. Interest will accrue daily at a rate of 4% per year above the Bank of England’s base rate, or at 4% per year if the base rate falls below 0%.
6. Withdrawal of Instructions
6.1 The Client acknowledges that if they withdraw, or instruct 2 Flags Visa Services to withdraw, or withdraw their instructions regarding any application after it has been submitted to the relevant governmental authorities, but before a final determination (which term shall include any determination of appeals arising from the refusal of an initial application) is made by such authority, 2 Flags Visa Services’ fees will be payable as if that application had been successfully completed and approved by the relevant authority or authorities.
6.2 Subject to clause 11, which shall take precedence, the Client acknowledges that if they withdraw 2 Flags Visa Services’ instructions regarding any application after 2 Flags Visa Services has commenced work, but before the application has been submitted to the relevant governmental authorities, fees will be payable to 2 Flags Visa Services for work undertaken prior to the withdrawal of instructions. The exact amount of these fees will be determined solely by 2 Flags Visa Services, provided that they will not exceed 85% of the fees for a successful application.
7. Client Responsibilities
7.1 The Client agrees to:
(a) promptly provide 2 Flags Visa Services with any information, documentation, or other material that 2 Flags Visa Services may reasonably require in relation to the application;
(b) cooperate fully with 2 Flags Visa Services in all matters pertaining to the Services;
(c) warrant that all information or documentation provided is true and accurate, and indemnify 2 Flags Visa Services against any and all costs (including incidental and consequential costs), incurred due to a breach of this clause. These costs may include, but are not limited to, fines, penalties, additional government fees, legal expenses, costs for wasted work, and transport costs;
(d) comply with and adhere to all immigration, employment, or other regulations, restrictions, or codes of conduct relevant to the application;
(e) not withhold any payments due to 2 Flags Visa Services in relation to any application, regardless of any dispute between 2 Flags Visa Services and the Client regarding the application or any other matter.
8. Limitation of 2 Flags Visa Services’ Liability
8.1 The limits and exclusions in this clause reflect the insurance cover 2 Flags Visa Services has been able to arrange. The Client is responsible for making their own arrangements for insurance to cover any excess loss.
8.2 References to liability in this clause 8 encompass all types of liability arising under or in connection with the Contract, including liability in contract, tort (including negligence), misrepresentation, restitution, or otherwise.
8.3 Nothing in this clause 8 shall limit the Client’s payment obligations under the Contract.
8.4 Nothing in the Contract limits any liability that cannot legally be limited, including, but not limited to, liability for:
(a) death or personal injury caused by negligence;
(b) fraud or fraudulent misrepresentation; and
(c) breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession).
8.5 Subject to clauses 8.3 and 8.4, the following types of loss are wholly excluded:
(a) loss of profits;
(b) loss of sales or business;
(c) loss of agreements or contracts;
(d) loss of use or corruption of software, data, or information;
(e) loss of or damage to goodwill; and
(f) indirect or consequential loss.
8.6 Subject to clause 8.4, 2 Flags Visa Services’ total liability to the Client for all loss or damage shall not exceed an amount equal to the fees paid to 2 Flags Visa Services under the Contract.
8.7 To the fullest extent permitted by law, the terms implied by sections 3, 4, and 5 of the Supply of Goods and Services Act 1982 are excluded from the Contract.
9. Termination of Contract
9.1 Without affecting any other right or remedy available, 2 Flags Visa Services may terminate the Contract with immediate effect by providing written notice to the Client if:
(a) the Client commits a material breach of any term of the Contract and (if such breach is capable of remedy) fails to remedy
that breach within 7 days of receiving written notice to do so;
(b) the Client takes any step or action in connection with entering administration, provisional liquidation, or any arrangement or composition with its creditors (other than in relation to a solvent restructuring), applies to the court for or obtains a moratorium under Part A1 of the Insolvency Act 1986, is wound up (whether voluntarily or by court order, unless for the purpose of a solvent restructuring), has a receiver appointed over any of its assets, or ceases to carry on business. If such action is taken in another jurisdiction, it applies to any analogous procedure in the relevant jurisdiction;
(c) the Client suspends or threatens to suspend, or ceases or threatens to cease carrying on all or a substantial part of its business; or
(d) the Client’s financial position deteriorates to the extent that, in the opinion of 2 Flags Visa Services, the Client’s ability to fulfil its obligations under the Contract is jeopardised.
9.2 Without affecting any other right or remedy available, if the Client fails to pay any amount due under the Contract on the due date, 2 Flags Visa Services may:
(a) terminate the Contract with immediate effect by providing written notice to the Client; or
(b) suspend the supply of Services under the Contract or any other agreement between the Client and 2 Flags Visa Services.
9.3 Upon termination of the Contract, the Client shall immediately pay to 2 Flags Visa Services all outstanding unpaid invoices and interest. In respect of Services supplied for which no invoice has been submitted, 2 Flags Visa Services shall issue an invoice, which will be payable by the Client immediately upon receipt.
10. Complaints Procedure
At 2 Flags Visa Services, we are committed to delivering professional, supportive, and client-focused immigration services. Our goal is to ensure that the service you receive meets your expectations and is provided with honesty, integrity, and in your best interests. If at any point you feel we are not meeting these standards, we encourage you to let us know immediately, so we can address the issue promptly.
10.1 Who can complain?
We believe in transparency and welcome feedback from anyone, not just clients. If you are a beneficiary, third party, potential client, professional contact, or supplier, you have the right to raise concerns about our service.
10.2 What to do if you are dissatisfied
If you are unhappy with any aspect of our service, we encourage you to let us know as soon as possible. You can share your concerns verbally while working with us or by contacting us via email. Typically, the best first step is to raise the issue with the person managing your case, whose contact details are:
Natalie Taylor
E: info@2flags.co.uk
T: 07982 375010
We take informal expressions of dissatisfaction seriously. Even if your concern seems minor, we will actively listen and work to resolve it quickly, aiming to prevent any escalation.
10.3 How we will respond
Once we receive your complaint, we will acknowledge it within two working days, using the same method by which you reached out (e.g., email, phone). Our acknowledgment will include:
2 Flags Visa Services will keep details of your complaint in a central register. We will also create a separate file or section in your case file in order to record details of the complaint, our investigation and 2 Flags Visa Services’ response to your complaint.
10.4 Our investigation process
We will investigate your complaint as quickly as possible. The person managing your case will be asked to provide a response, and we may contact you directly for further clarification or discussion. Our aim is to ensure that we address the root cause of the problem in a fair and transparent manner.
Within 15 working days, we will provide you with:
If we are unable to meet the 15-working-day deadline, we will inform you in writing, explain the reason for the delay, and let you know when you can expect a full response.
10.5 If you are still dissatisfied
If you are unhappy with the outcome of our investigation, you may request a review of the decision. To do this, please reply to our letter or email, outlining why you are still dissatisfied. Send your request for a review within 15 working days of receiving our findings.
Within 15 working days of receiving your request, we will provide you with the results of the review. We will continue to work closely with you throughout the process to ensure your complaint is fully considered and that a fair and final decision is reached.
10.6 Escalating your complaint
Please note that if you are not satisfied with our response to your complaint or if you do not wish to complain directly to 2 Flags Visa Services, you may at any time complain directly to the Immigration Advice Authority (IAA).
The IAA can be contacted at:
Immigration Advice Authority
PO Box 567
Dartford
DA1 9XW
United Kingdom
Telephone: 0345 000 0046
Email: info@immigrationadviceauthority.gov.uk.
Website: https://portal.immigrationadviceauthority.gov.uk/s/complaints
11. Additional Terms for Consumer Clients Only
11.1 Legal Right to Cancel. For most of our services the Client will have 14 days from the date of the Contract to cancel it. However, the right to cancel will be lost once the service has been completed, and the Client will be required to pay for any services provided before the cancellation. The Client may cancel by notifying 2 Flags Visa Services in writing via email addressed to info@2flags.co.uk
Something Wrong with the Service
If the Client believes there is something wrong with the Service, the Client should contact 2 Flags Visa Services. The Consumer Rights Act 2015 says:
(a) The Client can ask 2 Flags Visa Services to repeat or fix a service if it is not carried out with reasonable care and skill, or get some money back if 2 Flags Visa Services cannot resolve it.
(b) If a price has not been agreed upfront, what the Client is asked to pay must be reasonable.
(c) If a time has not been agreed upfront, the Service must be carried out within a
reasonable time.
12. General
12.1 Force majeure
Neither party shall be in breach of the Contract nor liable for delay in performing, or failure to perform, any of its obligations under the Contract if such delay or failure result from events, circumstances or causes beyond its reasonable control.
12.2 Transfer of Rights and Obligations
(a) 2 Flags Visa Services may, at any time, assign, mortgage, charge, subcontract, delegate, declare a trust over, or otherwise deal with any or all of its rights and obligations under the Contract.
(b) The Client shall not assign, transfer, mortgage, charge, subcontract, delegate, declare a trust over, or otherwise deal with any of its rights and obligations under the Contract.
12.3 Confidentiality
(a) Each party agrees not to disclose any confidential information regarding the business, affairs, or clients of the other party, except as allowed under clause 12.3(b).
(b) A party may disclose the other party’s confidential information:
(i) to its employees, officers, representatives, contractors, subcontractors, or advisers who need to know such information to fulfill the party’s obligations under the Contract; and
(ii) if required by law, a court of competent jurisdiction, or any governmental or regulatory authority.
(c) Neither party shall use the other party’s confidential information for any purpose other than to fulfill its obligations under the Contract.
12.4 Entire Agreement
(a) The Contract represents the complete and exclusive agreement between the parties, replacing and nullifying all prior agreements, promises, assurances, warranties, representations, and understandings, whether written or oral, related to its subject matter.
(b) Each party acknowledges that, in entering into the Contract, it does not rely on any statement, representation, assurance, or warranty not included in the Contract, and shall not have any claims or remedies related to any such statements. Both parties agree they will not make claims for innocent or negligent misrepresentation or misstatement based on any statements made in the Contract.
(c) This clause does not limit or exclude liability for fraud.
12.5 Amendments
Unless otherwise specified in these Conditions, no changes to the Contract will be valid unless made in writing and signed by both parties or their authorized representatives.
12.6 No Waiver
Any waiver of rights or remedies under the Contract or by law is only valid if provided in writing and will not be considered a waiver of any future rights or remedies. A party’s failure or delay in exercising any right or remedy under the Contract or by law does not constitute a waiver of that or any other right or remedy, nor does it prevent the future exercise of that right or remedy. The partial or single exercise of a right or remedy does not restrict or prevent further use of that or any other right or remedy.
12.7 Invalidity
If any provision or part of the Contract is found to be invalid, illegal, or unenforceable, it will be considered deleted, but this will not affect the validity or enforceability of the remaining provisions. If any provision is deleted under this clause, the parties will negotiate in good faith to agree on a replacement provision that, as closely as possible, reflects the original provision’s intended commercial purpose.
12.8 Governing Law
The Contract, along with any disputes or claims (including non-contractual disputes or claims) related to it or its formation, shall be governed by and interpreted in accordance with the laws of England and Wales.
12.9 Jurisdiction
Each party irrevocably agrees that the courts of England and Wales will have exclusive jurisdiction to resolve any dispute or claim (including non-contractual disputes or claims) arising from or related to the Contract, its subject matter, or its formation.
