Terms and conditions
Please read these terms before making any payment. By making a deposit or full payment, you agree to be bound by them.
Millennia Immigration Consultancy · Effective date: 27 July 2025 · Business Registration No. PVT-3QU7M38Z
1. Payment terms
- A 70% deposit is required upfront to initiate services, documentation and case handling.
- The remaining 30% balance is due once a visa appointment is successfully scheduled at the respective embassy or visa application centre.
- Some services (for example eVisa and passport applications) may require 100% payment upfront.
- Payments must be made through verified channels: bank transfer, M-Pesa, or an official Pesapal card payment link. See how to pay.
2. Visa outcome disclaimer
- Millennia Immigration Consultancy is an independent immigration support agency and is not affiliated with any government or embassy.
- While we offer expert support, we do not influence or guarantee the outcome of any visa application.
- Final visa decisions are made solely at the discretion of the respective embassy or consulate.
3. Refund and cancellation policy
- The 70% deposit is non-refundable and non-transferable once service has begun. This covers consultation, documentation, advisory and administrative tasks.
- If full payment is made and the client chooses to cancel, only 50% of the total amount will be refunded.
- If Millennia Immigration Consultancy is unable to deliver or initiate the service entirely due to internal issues, the client will receive a full refund.
- For partially completed services, Millennia may offer a partial refund or a credit toward a future service, at its discretion.
- Clients also have the option to apply the amount paid toward a different service of equivalent value in the future.
See the full refund policy.
4. Service timelines
- Estimated timelines are provided based on general embassy or authority guidance.
- Delays caused by third parties (for example embassies, courier services, public holidays or political unrest) are beyond Millennia's control.
5. Client responsibilities
- Clients must provide honest, complete and timely documentation.
- Millennia is not responsible for delays or denials caused by inaccurate, fraudulent or incomplete information provided by the client.
- Timely responses to document and communication requests are required to avoid processing delays.
6. Confidentiality
- All personal and application-related information is handled with strict confidentiality.
- No data will be shared with third parties without the client's written consent, unless legally required.
7. Dispute resolution
- Any disputes will first be addressed through amicable negotiation and good-faith dialogue.
- If unresolved, disputes will be handled in accordance with the laws of the Republic of Kenya.
8. Dynamic immigration requirements
The Client acknowledges that immigration policies, procedures, requirements, fees and document checklists are determined solely by government authorities and are subject to change at any time, without prior notice. Any information provided by Millennia is based on publicly available guidelines and past professional experience at the time of consultation. The Company does not control, influence or guarantee the decisions, requests or actions of immigration departments, embassies or any government agency.
9. Additional requests or steps
During the processing of an application, government authorities may request additional documents, clarifications, interviews, verifications, fines or extra steps that were not previously required or foreseeable. Such changes may result in additional time, effort or cost. Where such requests arise, the Company will notify the Client and provide guidance accordingly.
10. Client duty to cooperate
The Client agrees to cooperate fully by providing any additional documents, information or payments required by the immigration authority. Failure or refusal to comply with updated requirements may delay the process or negatively affect the outcome of the application. The Company shall not be held responsible for any delays or refusals resulting from the Client's lack of cooperation.
11. Consultant's role as an intermediary
The Company acts solely as an agent and intermediary. It does not make immigration decisions and cannot alter or bypass government rules. As long as the Company has communicated and demonstrated that an additional requirement is mandated by the relevant authority, the Client agrees that the responsibility to comply rests with them.
12. Notification and communication
The Company undertakes to notify the Client of any additional requirements as soon as reasonably possible. The Client acknowledges that withholding such information could jeopardise the outcome of the application, and therefore consents to timely updates and instructions provided by the Company throughout the process.
13. No liability for government decisions
The Company shall not be liable for any changes introduced by government authorities, including but not limited to new requirements, additional fees, fines, system upgrades or procedural alterations made after the initial consultation.
Client portals, login credentials and access to information
14. Client right to access their information
In accordance with the Constitution of Kenya and the Data Protection Act, 2019, every Client has the right to access information relating to their immigration process, including documents submitted, application status and official communication from government authorities.
15. Creation of accounts and ownership of login credentials
For certain immigration services, the Company may create online accounts or submit applications through existing consultant portals (including, but not limited to, embassy appointment portals, EFNS/Immigration e-services, or third-party application platforms). Where an application is made using a client-specific account, the login details belong to the Client. Where an application is submitted via a consultant-managed portal, the login details belong to the Company.
16. Sharing of login credentials upon client request
The Company is open to sharing login details with the Client where the account contains only that Client's information. However, where the portal also contains records, documents or applications of other clients, the Company shall not share the login credentials, in order to protect the privacy and confidentiality of third parties, in compliance with the Data Protection Act.
17. Client option to create their own account
If the Client wishes to have full and direct access to their application at all times, they may choose to create their own online portal or account, and provide the login credentials to the Company solely for the purpose of preparing, submitting and managing the application. This option ensures that the Client retains full control and exclusive access to their information.
18. Consultant access on behalf of the client
Where the Client authorises the Company to access their personal account for purposes of completing or monitoring an application, the Company will do so responsibly and only for the intended immigration service.
19. No liability for system or portal limitations
The Company shall not be responsible for system downtimes, security changes, portal restrictions or technical issues on government or embassy-operated platforms that may affect login access or application visibility.
Data accuracy, corrections and legal restrictions on government documents
20. Responsibility for reviewing information prior to submission
The Company prepares immigration applications strictly based on the information provided by the Client. Before submission, the Client will be requested to review and confirm the accuracy of key personal information (such as names, passport numbers, dates of birth and identification details). The Client agrees to verify this information promptly when requested.
21. Errors identified after submission
If any error, whether made by the Client or the Company, is identified after the application has been submitted, the Client acknowledges that the ability to amend, correct or resubmit the information is entirely dependent on the rules and technical limitations of the relevant government platform. Some systems and portals used by immigration authorities do not permit corrections, edits, duplicate applications or replacements once a document or approval has been issued.
22. Legal prohibition on altering government-issued documents
The Client acknowledges that once a government-issued document (including approvals, letters, clearances, permits or receipts) has been generated, the Company cannot and will not alter, edit, recreate or manipulate that document in any way. Any alteration of a government-issued document may constitute an offence under Kenyan law, including but not limited to:
- The Penal Code (Cap. 63): offences relating to forgery, falsification of documents and uttering false documents;
- The Kenya Citizenship and Immigration Act, 2011: offences relating to false statements, fraudulent documents and misrepresentation in immigration processes;
- The Anti-Corruption and Economic Crimes Act: offences relating to falsification or manipulation of official documents.
The Company is legally bound to comply with these statutes and will not engage in any action that may be interpreted as falsification or document tampering.
23. Handling of errors made by the Company
If the Company discovers that it made an error during the preparation or submission of an application, the Company will notify the Client immediately, advise on whether the error is legally correctable, provide the options available under the government system, and assist in seeking correction or clarification where permitted. However, the Company shall not be held liable where correction is not possible due to system restrictions, government policy or legal prohibitions.
24. Prohibition against pressuring the Company into illegal conduct
The Client agrees not to request, pressure or coerce the Company into altering government records, manipulating online submissions or modifying issued documents. Any such request would require the Company to commit an offence under the laws cited above, and will be declined.
25. Limitation of liability
The Company will take reasonable care when preparing applications. However, the Company shall not be responsible for the inability to correct a submitted application, system-generated errors that cannot be reversed, government refusal to amend issued documents, or any delays or consequences resulting from unchangeable system limitations.
26. Legalisation, embassy and ministry visits, and courier responsibilities
Scope of service. The Company provides document legalisation and apostille services on behalf of the Client, including visits to embassies, the Ministry of Foreign Affairs and other authorised government offices in Kenya.
Courier and shipping of documents to the Company. Clients who are outside Kenya may send documents to the Company via a courier service (for example DHL, FedEx or any other service). The Client is solely responsible for ensuring that documents are sent securely and insured, and that a tracking number is provided to the Company before the documents are dispatched. The Company shall not be liable for any loss, theft, damage or delay caused while the documents are in transit from the Client to the Company.
Receipt and handling of documents. Upon arrival in Nairobi, the Company will confirm receipt of the documents and take responsibility for their safe custody while in the Company's possession. The Company will take all reasonable care to secure and manage documents while handling them for the purpose of legalisation or embassy and ministry visits.
Return of documents to the Client. After the completion of services, documents will be returned to the Client via a courier chosen by either the Company or the Client. Once the documents leave the Company's possession, all responsibility for their security, loss, theft, damage or delay in transit rests with the courier and the Client. The Company will provide tracking information when available but shall not be liable for courier-related issues after dispatch.
Courier fees and associated costs. All courier, shipping or delivery fees (including insurance, customs charges or duties, if any) are the responsibility of the Client unless otherwise agreed in writing. Any additional costs incurred for urgent processing, multiple visits or extra handling will be communicated to the Client and charged accordingly.
Client cooperation and documentation. The Client must provide accurate information, complete documents and any forms required by the embassies or the Ministry of Foreign Affairs. Failure to provide accurate or complete documents may delay processing, and the Company shall not be held liable for delays or rejections caused by incomplete or incorrect submissions.
Limitation of liability. The Company acts as an agent and intermediary for legalisation services and does not guarantee the decisions, actions or timelines of any embassy, government office or courier service. The Company's liability is strictly limited to reasonable care in handling documents while in its possession.
27. Direct client communication and payment
Identification of the Client. The Client is the individual who engages Millennia for services, provides payment, and whose immigration matter or application is being handled.
Direct communication. All communication regarding the immigration process, documents, application updates and official advice will be conducted directly with the Client. Third parties, including family members, friends or partners, may provide initial introductions or contact, but Millennia will only discuss the case with the Client unless explicit written authorisation is given by the Client.
Payment and responsibility. Payment for services must be made by the Client. Any third party who attempts to pay on behalf of the Client does so with the Client's authorisation. The Client remains solely responsible for confirming the scope of services, the accuracy of information and any decisions made regarding the application, regardless of third-party involvement.
Third-party interference. Millennia reserves the right to decline or ignore instructions, advice or interference from any third party who is not the Client. This includes partners, spouses, family members or friends who are not officially authorised. All legal, ethical and professional responsibilities are owed solely to the Client, not to any third party.
28. Remote clients, data security and responsibilities
Scope of service for remote clients. Millennia provides immigration and legalisation services to clients who are located outside Kenya or unable to attend in person ("Remote Clients"). All services, including application submissions, document legalisation, portal management and consultations, are available remotely.
Communication protocols. All communications will be conducted directly with the Client via email, phone, WhatsApp or other agreed channels. Third parties (family, friends or partners) may facilitate introductions, but all official communication and instructions will be with the Client only, unless explicit written authorisation is provided.
Courier and document handling. Remote Clients are responsible for sending documents to Millennia using a secure courier service and providing the tracking number. The Company assumes responsibility for documents only while they are in its possession. Once documents are dispatched back to the Client via courier, responsibility for safety, loss, theft or damage rests with the courier and the Client. All courier fees, insurance and associated costs are the responsibility of the Client.
Data security and confidentiality. The Client's personal data, identification documents and application information are handled securely and in compliance with the Data Protection Act, 2019. Remote Clients can be assured that their data is protected while in the Company's custody and will not be shared with unauthorised third parties.
Client responsibilities. Provide accurate information and complete documents; track shipments and inform the Company of any courier issues immediately; and cooperate promptly with additional requests from authorities or the Company during the application or legalisation process.
Limitations and liability. Millennia acts as an intermediary and cannot control government processing times, portal limitations or courier performance. The Company's liability is strictly limited to reasonable care in handling documents while in its possession.
Benefits of remote service. Remote Clients receive full-service handling without needing to travel to Kenya, with direct, professional support from Millennia for secure, accurate and efficient processing of applications.
Prepared by Wambui Mumbi, Director and Owner, Millennia Immigration Consultancy. The original document is available as a PDF.
