Term of Service

We will only collect personal information in a lawful and fair manner. Personal information may be collected directly from you or your authorized representative, or it may be collected from third parties such as licensees or representatives authorized by us to provide services to you. You may provide us with your personal information directly when using our website and digital tools, or when communicating with us through social media and other online channels.

We do not collect personal and sensitive information unless it is reasonably required to conduct our business activities. We will ask for your consent before collecting any sensitive information.
 When dealing with us, you need to identify yourself so that we can provide our services to you, and therefore we do not accept the use of pseudonyms.

We will use or disclose your personal information only for appropriate purposes. We will use or disclose your information for other purposes only if you have agreed to it, or if you reasonably expect us to do so, or if required by law, which would be exceptions.

We may use your personal information for our direct marketing purposes, but we will ensure that you can opt out of such communication in the future.

We may disclose your personal information to authorities when you request our assistance in applying for services from us or when verification is required. The information we disclose to recipients is for the purpose of providing services. When we transfer data to recipients, the transfer is governed by restrictions on use and protection against unauthorized access. This information is stored and accessed only when necessary to provide our services to you.

By receiving services from us, you consent to us providing your personal information to authorized recipients as mentioned above. Vuelo takes appropriate steps to ensure that there is adequate protection for the transfer of your personal information, including standard protection clauses in our contracts and Data Transfer Agreements.

We take reasonable technical and organizational measures to protect the personal information we hold from disruption, loss, unauthorized access, use, modification, disclosure, and other misuse.
 Our measures include:

However, you must understand that if you send information to us electronically, the internet is not a secure environment. We take reasonable steps to provide secure channels for receiving information, but we cannot fully protect personal information before it reaches us.

When the personal information we collect is no longer required, we will destroy or securely delete it, or ensure that it is erased in accordance with our data destruction and deletion policy, unless we are required by law to retain a copy of the personal information.

We have procedures to address your queries or complaints:

This version of the policy was issued on January 24, 2025. We may update this privacy policy at any time. We encourage you to take the time to review it each time you provide us with personal information.
 We aim for no surprises when dealing with your personal information. If we make significant changes to the policy and we have your email address, we will send you an email about these changes, their impact on you, and remind you of your privacy rights.

THE TERMS OF USE BELOW MUST BE READ BEFORE USING THIS SITE. USING THIS SITE INDICATES YOUR ACCEPTANCE AND COMPLIANCE WITH THE TERMS AND CONDITIONS BELOW.

The www.vuelo.id site ("Site") is operated by Vuelo ("we"). By accessing and/or using the Site, you acknowledge that you have read, understood, and agreed to be bound by the Terms of Use set forth below and other terms and conditions in connection with the Site, including but not limited to confidentiality and FAQs, which are an integral part of the Terms of Use ("Terms"). You must be at least eighteen (18) years old to use this Site.

Please note that we may change, modify, add, or remove these Terms at any time without prior notice. The Terms should be read regularly. By continuing to use this Site after such changes to the Terms, the visitor, user, or Registered User ("You" or "User") agrees and consents to the changes. If you use any of our other services, your use is based on compliance with and acceptance of the terms and conditions applicable to those services.

Vuelo Group ("Vuelo," "we," or "us") provides an online platform that allows you ("Applicant") to apply for visas to multiple countries with various types of visa options ("Services"), through service providers ("Vendors") cooperating with Vuelo. The visa application process through Vuelo is conducted according to the terms and timelines set by the embassy, consulate, and/or representative office of each country ("Embassy"). By making a booking through our site and/or app ("Site"), you authorize Vuelo and the Vendor to manage the visa application on your behalf.

Vuelo will manage your visa application from selecting the visa type to the payment process via our Site. After payment is made through our Site, your visa application will be managed by the Vendor. The Vendor is responsible for assisting you in completing the requirements until you receive the visa application results and/or other documents from the relevant Embassy.

Your visa application will be processed by the Vendor according to their working hours. The schedule for interviews, biometrics, and other processes required by the Embassy will be determined by the relevant Embassy.

Vuelo will continue to provide you with the latest information regarding the visa application requirements through our Site. We use our expertise carefully in providing this Service; however, we do not represent or guarantee that all information related to the visa application available is accurate, complete, correct, or the latest. We are not responsible for errors (including misplacement or typographical errors), disruptions (caused by temporary and/or permanent site damage, repair, or maintenance), inaccuracies, misleading or incorrect information, and/or undelivered information provided by the Vendor, Embassy, or other third parties through or on the Site.

Vuelo reserves the right to cancel your visa application if you do not comply with these Terms of Use.
 Our services are non-refundable. If you cancel your visa application or your visa application is rejected, we cannot provide a refund for payments made through our Site.

Vuelo and the Vendor will not be responsible for any delays or failures in your visa application that affect your travel plans, caused by your error (e.g., selecting the wrong visa type, missing certain mandatory documents) or if your visa application is rejected.

Vuelo will not be responsible for errors made by third parties (e.g., Vendor and Embassy) and force majeure events (such as natural disasters, riots).

The Vendor may be liable for errors and/or omissions that result in the loss and/or damage of the documents you submit to them.

You must comply with the requirements set by the Embassy where you submit your visa application. Vuelo and the Vendor are not responsible for incomplete documents and incomplete application requirements set by the Embassy.

You must provide accurate, complete, and/or up-to-date information in your visa application. Vuelo will not be responsible for any loss or damage resulting from inaccurate, incomplete, and/or outdated information you provide.

You are prohibited from applying for a visa through our Site for criminal purposes or other matters that violate applicable laws. Vuelo will not be responsible for criminal actions committed by our users who use our services, and Vuelo will not be held liable for any claims, demands, or legal actions arising from such criminal acts.

Although we use our expertise carefully in providing this Service, we do not represent or guarantee that your documents will not be lost or damaged during delivery and collection by couriers, processed by the Vendor, or processed by the Embassy.

The Vendor will safeguard and store your documents carefully and will only use the documents for this Service. The Vendor will not distribute the documents to third parties without your consent.

The Embassy has the right to request you to include supporting documents or to attend an interview session and/or other processes that may be required by the laws of their country (e.g., biometrics).

The issuance of a visa is at the discretion of each Embassy. If a visa is denied, the Embassy has the right to notify or not notify the Applicant regarding the reason for the denial. Vuelo and the Vendor are not responsible for any decisions made by the Embassy (i.e., approval or rejection of the visa application). Vuelo and the Vendor will not be held liable or claimed for delays in the issuance of visa application results and/or any decisions made by the Embassy.

The Embassy has the right to contact you for an interview session and/or other processes that may be required by the laws of their country (e.g., biometrics). If necessary, Vuelo will contact you for further information.

 

After you place an order for a visa service on our website, you must prepare the required documents through our platform. We will remind you to complete your application 7 days, 3 days, and 1 day before the deadline. If the reminder date falls on a holiday (Saturday, Sunday, or public holiday in Indonesia), we will remind you on the previous working day. If you have not completed your application by the deadline, your visa application will be considered expired and non-refundable.

We will validate and provide feedback regarding the accuracy of the documents you submit during our operational hours. If your documents are invalid, you will need to re-upload your documents or fill out the form again before the specified deadline.

Once all your documents are deemed valid, you must submit them to us according to the service you selected when making the booking.

After you submit all your documents to us, we will forward them to the embassy on your behalf within no more than two working days after we provide a receipt for your complete documents. If the destination country requires a schedule for interviews and/or other processes that may be mandated by its laws (e.g., biometrics), we will submit your visa application according to the schedule you choose on our website.

Once we have submitted the documents to the embassy, you can view the estimated processing time for your visa application through our website. The embassy may require more time to process your visa application, and thus we do not guarantee the accuracy of the estimated completion date.

Once the embassy of your destination country has completed the visa application process, we will retrieve the result and/or other documents from the embassy, and you can view the outcome of your visa application on our website.