1. CODE OF GOOD PRACTICES
Our mission is to empower people to have access to maximised global mobility, by offering the world's largest selection of residency and citizenship by investment programmes, service providers and ancillary service providers in the most convenient way. In order to achieve this goal, we will live up to the following good practices:
We are passionate about freedom, and therefore, we will continue improving our platform to ensure that we bring you the most accurate information, the largest selection of programmes, and the largest selection of vetted service providers, through a fantastic online experience;
- We source and allow you to access verified information, about programmes to help you find the solution that best serves your needs, and the needs of your family wherever on the planet there is a confirmed residency or citizenship by investment programme;
- We source and provide you access to the industry’s best ancillary service providers;
- We streamline the industry’s client on-boarding process through a systematic approach, supported by robust due diligence procedures, helping to standardise the way you are onboarded for any programme, by any agent;
- We help you: our customer service centres are available 24/7 by email, and going forward, through other channels;
- We listen to you: our Platform is the product of what YOU (the users) prefer and find most convenient when using our services;
- We hear you: we show anonymous, uncensored reviews by customers who have, or still are, going through the process of acquiring alternative residency or citizenship;
- We promise you an informative, user-friendly website that strives to provide the industry’s best available prices;
- We are independent and democratic, meaning that we operate independently of any other service provider within the industry;
2. INTRODUCTION T&Cs
These terms and conditions, as may be amended from time to time, apply to all our services directly or indirectly (through distributors) made available online, through any mobile device, by email or by telephone.
By accessing, browsing and using our (mobile) website or any of our applications through whatever platform (hereafter collectively referred to as the "Platform") and/or by completing an on-boarding request (OBR), you acknowledge and agree to have read, understood and agreed to the terms and conditions set out below (including the privacy statement).
These pages, the content and infrastructure of these pages, and the OBR provided by us on these pages and through the website are owned, operated and provided by CiviQuo, and are provided for your personal, non-commercial (B2C) use only, subject to the terms and conditions set out below. The relationship that we have with the Service Providers are governed by separate terms and conditions which govern the (B2B) commercial relationship we have with each of these Service Providers. Each Service Provider acts in a professional manner vis-à-vis CiviQuo when making its services available on or through CiviQuo (both for its business-to-business ("B2B") and/or business-to-consumer ("B2C") relationship). Please note that Service Providers may have, declare applicable and/or require (acceptance of) – in addition to the policies and fine print as disclosed on the website, their own terms and conditions for the use of their services (which may include certain disclaimers and limitations of liability).
"CiviQuo", "us", "we" or "our" means CiviQuo Holdings Ltd., a limited liability company incorporated under the laws of Malta, and having its registered address at Level 1, Aragon House, Dragonara Road, St. Julian’s STJ 3140, Malta, and all its subsidiaries. "Platform" means the current and any future (mobile) websites and apps on which the services are made available, owned, controlled, managed, maintained and/or hosted by CiviQuo. "Services" means the various services that can be requested, acquired, purchased, bought, paid, provided, reserved, combined or consummated by you from the advertised or subscribed Service Providers.
"Service Provider" means the professional provider of immigration services (e.g. compiling applications), and any other residency and citizenship by investment services, or related products or services, as from time to time available through CiviQuo, provided on the Platform (whether B2B or B2C).
"Services" means the online purchase, order, (facilitated) payment or OBR as offered or enabled by CiviQuo in respect of various products and services as from time to time made available by Service Providers on the Platform.
"OBR" means the request for being on-boarded by a CiviQuo-subscribed service provider.
4. SCOPE AND NATURE OF OUR SERVICES
Through the Platform, we provide an online platform through which Service Providers – in their professional conduct of business (i.e. B2C or B2B) – can advertise, market, sell, promote and/or offer (as applicable) their products and service for order, purchase, reservation, hire, and through which relevant visitors of the Platform can discover, search, compare, and make a request for services or payment (i.e. the OBR). By using or utilizing the Service (e.g. by submitting an OBR to a specific Service Provider), you enter into a direct (legally binding) contractual relationship with the Service Provider with which you make a commitment to acquire their services. From the point at which you make your OBR, we act solely as an intermediary between you and the Service Provider, transmitting the relevant details of your OBR to the relevant Service Provider(s) and sending you a confirmation email for and on behalf of the Service Provider. CiviQuo does not offer any residency and citizenship by investment services.
When rendering our Services, the information that we disclose is based on the information provided to us by Service Providers. As such, the Service Providers that market and promote their services on the Platform are fully responsible for updating all rates/fees/prices, availability, policies & conditions and other relevant information which is displayed on our Platform. Although we will use reasonable skill and care in performing our Services, we will not verify if, and cannot guarantee that, all information is accurate, complete or correct, nor can we be held responsible for any errors (including manifest and typographical errors), any interruptions (whether due to any (temporary and/or partial) breakdown, repair, upgrade or maintenance of our Platform or otherwise), inaccurate, misleading or untrue information or non-delivery of information. Each Service Provider remains responsible at all times for the accuracy, completeness and correctness of the (descriptive) information (including the rates/fees/prices, policies & conditions and availability) displayed on our Platform. Our Platform does not constitute and should not be regarded as a recommendation or endorsement of the quality, service level, qualification or (star) rating of any Service Provider or any of the services rendered and/or made available.
Our Services are made available for personal and non-commercial use only. Therefore, you are not allowed to re-sell, deep-link, use, copy, monitor (e.g. spider, scrape), display, download or reproduce any content or information, software, on-boarding requests, products or services available on our Platform for any commercial or competitive activity or purpose.
5. PRICES, CROSSED-OUT RATES AND WE PRICE MATCH
The prices as offered by the Service Providers on our Platform are highly competitive.
All prices for your OBR are displayed excluding VAT/sales tax and all other taxes (subject to change of such taxes) and fees, unless stated differently on our Platform or the confirmation email. Applicable fees (such as on-boarding due diligence fees) and taxes may be charged by the Service Provider in the event of a cancellation.
Sometimes cheaper rates are available on our Platform for a specific service, however, these rates made available by Service Providers may carry special restrictions and conditions, for example non-cancellable and non-refundable. Please check the relevant service conditions and details thoroughly for any such conditions prior to committing.
We encourage our Service Providers to provide us with the lowest possible price, however, we do not impose this on them. We want you to pay the lowest price possible for your service of choice. Should you find the same service offered by the same Service Provider of choice, booked through the Platform, with the same Services conditions, at a lower rate on the Internet after you have submitted an OBR through us, we will match the difference between our rate and the lower rate. This service applies only to OBRs and no other services available through our platform.
Any currency conversions are for information purposes only and should not be relied upon as accurate and real time; actual rates may vary.
Obvious errors and mistakes (including misprints) are not binding.
All special offers and promotions are marked as such. If they are not labelled as such, you cannot derive any rights in the event of obvious errors or mistakes.
6. PRIVACY AND COOKIES
CiviQuo respects your privacy. Please have a look at our privacy and cookies policy for further information.
7. FREE OF CHARGE FOR CONSUMERS, ONLY SERVICE PROVIDERS PAY!
Unless indicated otherwise, our service is free of charge for consumers because, unlike many other parties, we will not charge you for our Services or add any additional fees to the rates advertised by our Service Providers. You will pay the Service Provider the relevant amount as indicated in the OBR (plus - insofar not included in the price – relevant applicable taxes, levies and fees (if applicable)).
Service Providers pay a commission (being a percentage of the service price) to CiviQuo once the Service Provider has confirmed that they are on-boarding you as their client.
Service Providers can improve their visibility by acquiring a paid subscription, which in turn, reduces the commission paid to CiviQuo. The use of a paid subscription is at each Service Provider's discretion and may be used from time to time and service to service.
Only Service Providers which have a commercial relationship with CiviQuo (through an agreement) will be made available on Platform (for their B2B and/or B2C promotion of their services). CiviQuo is not an open platform (like Amazon or eBay) where end users can make their product available (no C2C platform); CiviQuo does not allow non-professional parties to offer or promote their services on or through the CiviQuo platform.
8. CREDIT CARD OR BANK TRANSFER
Going forward, if applicable and available, CiviQuo will offer the opportunity for OBRs to be partially paid in advance, upon on-boarding confirmation by the Service Provider. This payment is usually a percentage of the commission due to CiviQuo. This process is achieved by means of secure online payment (all to the extent offered and supported by your bank). Payment is safely processed from your credit/debit card or bank account to CiviQuo’s bank account, through a third-party payment processor. Such payment will in each case constitute a payment of (part of) the OBR price by you, for the service, which will be deducted from the final settlement, of such (partial) due and payable price to the Service Provider, and you cannot reclaim such paid monies.
For certain (non-refundable) rates or special offers, please note that Service Providers may require that payment is made upfront by wire transfer (if available) or by credit card, and therefore your credit card may be pre-authorised or charged (sometimes without any option for refund) upon making the OBR. Please check the (reservation) details of your product or service of choice thoroughly for any such conditions prior to making your OBR. You will not hold CiviQuo liable or responsible for any (authorized, (allegedly) unauthorized or wrong) charge by the Service Provider and not (re)claim any amount for any valid or authorized charge by the Service Provider (including chargeable cancellations, for example) of your credit card.
In the event of credit card fraud or unauthorised use of your credit card by third parties, most banks and credit card companies bear the risk and cover all the charges resulting from such fraud or misuse, which may sometimes be subject to a deductible (usually set at EUR 50 (or the equivalent in your local currency)). In the event that your credit card company or bank charges the deductible from you because of unauthorised transactions resulting from a reservation made on our Platform, we will pay you this deductible, up to an aggregate amount of EUR 50 (or the equivalent in your local currency). In order to indemnify you, please make sure that you report this fraud to your credit card provider (in accordance with its reporting rules and procedures) and contact us immediately by email ([email protected]). Please state 'credit card fraud' in the subject line of your email and provide us with evidence of the charged deductible (e.g. policy of the credit card company).
This indemnification only applies to credit card reservations made using CiviQuo’s secure payment gateway service and the unauthorised use of your credit card resulted through our default or negligence and through no fault of your own while using the secure server.
9. PRE-PAYMENT, CANCELLATION, NO SHOW AND FINE PRINT
By submitting an OBR with a Service Provider, you accept and agree to the relevant cancellation policy of that Service Provider, and to any additional (delivery) terms and conditions of the Service Provider that may apply to the service you are acquiring from the Service Provider (including the fine print of the Service Provider made available on our Platform and the relevant house rules of the Service Provider), including for services rendered and/or products offered by the Service Provider. The relevant terms and conditions of a Service Provider can be obtained with the relevant Service Provider. The general cancellation policy of each Service Provider is made available on our Platform on the Service Provider information pages, during the OBR procedure and in the confirmation email (if applicable). Please note that certain rates, fees or special offers are not eligible for cancellation, refund or change. Applicable taxes may still be charged by the Service Provider in the event of a cancellation. Please check the (OBR) details of your service of choice thoroughly for any such conditions prior to making your OBR. Please note that an OBR which requires down payment or (wholly or partly) prepayment may be cancelled (without a prior notice of default or warning) insofar the relevant (remaining) amount(s) cannot be collected in full on the relevant due or payment date in accordance with the relevant payment policy of the Service Provider and the OBR. Cancellation and prepayment policies may vary across Service Provider and the services provided. Please carefully read the fine print (below the service types or at the bottom of each Service Provider page on our Platform) and important information in your reservation confirmation for additional policies as may be applied by the Service Provider. Late payment, wrong bank, debit or credit card details, invalid credit/debit cards or insufficient funds are for your own risk and account and you shall not be entitled to any refund of any (non-refundable) prepaid amount unless the Service Provider agrees or allows otherwise under its (pre)payment and cancellation policy.
If you wish to review, adjust or cancel your OBR, please revert to the confirmation email or by logging onto the CiviQuo platform. Please note that you may be charged for your cancellation in accordance with the Service Provider's cancellation and (pre)payment policy or not be entitled to any repayment of any (pre)paid amount. We recommend that you read the cancellation policy of the Service Provider carefully prior to submitting your OBR and remember to make further payments on time as may be required for the relevant request.
10. (FURTHER) CORRESPONDENCE AND COMMUNICATION
By completing an OBR, you agree to receive
(i) an email which we may send you shortly after submission and any status updates, giving you information on the programme of choice and providing you with certain information and offers (including third party offers to the extent that you have actively opted in for this information) relevant or in support of your programme or Service Provider of choice;
(ii) occasionally emails to rate the (experience with your) Service Provider; and
(iii) an email which we may send to you to rate your experience on CiviQuo. See our privacy and cookies policy for more information about how we may contact you;
CiviQuo disclaims any liability or responsibility for any communication by or with the Service Provider on or through its platform. You cannot derive any rights from any request to, or communication with the Service Provider or (any form of) acknowledgement of receipt of any communication or request. CiviQuo cannot guarantee that any request or communication will be (duly and timely) received/read by, complied with, executed or accepted by the Service Provider.
In order to duly complete and secure your OBR, you need to register using your correct email address. We are not responsible or liable for (and have no obligation to verify) any wrong or misspelled email address or inaccurate or wrong (mobile) phone number or credit card number.
Any claim or complaint against CiviQuo or in respect of the Services must be promptly submitted, but in any event within 30 days after the scheduled day of confirmation of an OBR (e.g. the day the agent is expected to confirm whether they are accepting or rejecting a request). Any claim or complaint that is submitted after the 30 days period, may be rejected and the claimant shall forfeit its right to any (damage or cost) compensation.
Due to the continuous update and adjustments of rates and availability, we strongly suggest making screenshots when submitting an OBR to support your position (if needed).
For consumers (in the European Economic Area): We advise you to first notify us of any complaints by contacting our Customer Service. If this does not resolve your complaint, you can upload your complaint via the European Commission's ODR platform. This platform for online dispute resolution can be found here: http://ec.europa.eu/odr.
11. SORTING, PREFERRED PROGRAMME, STAR RATING AND REVIEW
The default sorting of Service Providers on our Platform is based on the order of the Service Provider joining the platform; this is the Default Sorting. Please note that for convenience we also offer other ways to sort Service Providers.
You can choose to sort Service Providers on the basis of lowest price first, review scores (etc.). A customer thus has full control on the presentation of the search results.
CiviQuo operates a paid subscription service, allowing certain Service Providers that meet certain terms to be listed separately or ahead of the rest of the Service Providers in the default sorting.
The preferred Service Providers are listed as our top picks, or listed first, in return for this preferential sorting, the Service Provider pays a subscription rate, and lower commission than other Service Providers. Only Service Providers that meet and maintain certain qualification criteria can be listed as preferred.
Star ratings displayed on CiviQuo are not determined by CiviQuo. Customers who have submitted an OBR to that Service Provider determine their star rating by submitting reviews. Only customers who have submitted and OBR will be invited by CiviQuo to comment on their experience with the relevant Service Provider and to provide a score for certain aspects of their experience.
The completed client review (including submitted rating during the process with the Service Provider) may be
(i) uploaded onto the relevant Service Provider's information page on our Platform for the sole purpose of informing (future) customers of your opinion of the service (level) and quality of the Service Provider, and
(ii) (wholly or partly) used and placed by CiviQuo at its sole discretion (e.g. for marketing, promotion, or improvement of our service) on our Platform or such social media platforms, newsletters, special promotions, apps, or other channels owned, hosted, used, or controlled by CiviQuo and our business partners. All reviews are published in an anonymous manner, ensuring that a client cannot be identified by 3rd parties.
In order to offer and maintain recent (and therefore relevant) reviews, reviews can only be submitted within a limited period of time (28 days) after submitting an OBR and each review will only be available for a limited period of time (24 months) after posting. The default ranking of the reviews is by date of submission relative to a few additional criteria (such as language, reviews with comments). CiviQuo does allow the Service Provider to respond to a review.
We reserve the right to adjust, refuse, or remove reviews at our sole discretion insofar it violates our review policy. CiviQuo does not compensate or otherwise reward a customer for completing a review. The customer review form should be regarded as a survey and does not include any (further commercial) offers, invitations, or incentives whatsoever. CiviQuo undertakes to use its best efforts to monitor and remove reviews that include obscenities or the mention of an individual’s name or reference to unacceptable behaviour.
CiviQuo will not accept reviews which include:
(i) Profanity, sexually explicit, hate speech, discriminatory, threats, violence
(ii) Mention of full names, personal attack towards the staff
(iii) Promoting illegal activities (e.g. drugs, prostitution)
(iv) Sites, emails and addresses, phone numbers, cc details
(v) Politically sensitive comments
CiviQuo and the Service Provider are each entitled to terminate their relationship for whatever reason (including in the event of breach of contract or (filing for) bankruptcy) with due observance of the relevant notice period as agreed between both parties.
Subject to the limitations set out in these terms and conditions and to the extent permitted by law, we shall only be liable for direct damages actually suffered, paid or incurred by you due to an attributable shortcoming of our obligations in respect to our services, up to an aggregate amount of the aggregate cost of your OBR as set out in the OBR confirmation email (whether for one event or series of connected events).
However and to the extent permitted by law, neither we nor any of our officers, directors, employees, representatives, subsidiaries, affiliated companies, distributors, affiliate (distribution) partners, licensees, agents or others involved in creating, sponsoring, promoting, or otherwise making available the site and its contents shall be liable for
(i) any punitive, special, indirect or consequential loss or damages, any loss of production, loss of profit, loss of revenue, loss of contract, loss of or damage to goodwill or reputation, loss of claim;
(ii) any inaccuracy relating to the (descriptive) information (including fees, availability and ratings) of the Service Provider as made available on our Platform;
(iii) the services rendered or the products offered by the Service Provider or other business partners;
(iv) any (direct, indirect, consequential or punitive) damages, losses or costs suffered, incurred or paid by you, pursuant to, arising out of or in connection with the use, inability to use or delay of our Platform; or
(v) any (personal) injury, death, property damage, or other (direct, indirect, special, consequential or punitive) damages, losses or costs suffered, incurred or paid by you, whether due to (legal) acts, errors, breaches, (gross) negligence, wilful misconduct,omissions, non-performance, misrepresentations, tort or strict liability by or (wholly or partly) attributable to the Service Provider or any of our other business partners (including any of their employees, directors, officers, agents, representatives, subcontractors or affiliated companies) whose products or service are (directly or indirectly) made available, offered or promoted on or through the Platform, including any (partial) cancellation, strike, force majeure or any other event beyond our control;
CiviQuo is not responsible (and disclaims any liability) for the use, validity, quality, suitability, fitness and due disclosure of the services provided by the Service Provider and which are advertised on the platform and makes no representations, warranties or conditions of any kind in this respect, whether implied, statutory or otherwise, including any implied warranties of merchantability, title, non-infringement or fitness for a particular purpose.
You acknowledge and agree that the relevant Service Provider is solely responsible and assumes all responsibility and liability in respect of the services provided by the Service Provider (including any warranties and representations made by the Service Provider). CiviQuo is not a (re)seller of the services provided by the Service Provider.
Complaints or claims in respect of the services provided by the Service Provider (including related to the offered (special/promotion) price, policy or specific requests made by Customers) are to be dealt with by the Service Provider. CiviQuo is not responsible for and disclaims any liability in respect of such complaints, claims and (service) liabilities.
Whether or not the Service Provider has charged you for their services, or if we are facilitating the payment of the (service) price or fee, you agree and acknowledge that the Service Provider is at all times responsible for the collection, withholding, remittance and payment of the applicable taxes due on the total amount of the (service) price or fee to the relevant tax authorities. CiviQuo is not liable or responsible for the remittance, collection, withholding or payment of the relevant taxes due on the (service) price or fee to the relevant tax authorities. CiviQuo does not act as the merchant of record for any product or service made available on the Platform.
By uploading photos/images onto our system you certify, warrant and agree that you own the copyright to the photos/images and that you agree that CiviQuo may use such uploaded photos/images for the purpose which CiviQuo intended, implied or specifically advised such as due diligence and identity verification. By uploading these photos/images the person uploading the picture(s) accepts full legal and moral responsibility of any and all legal claims that are made by any third parties (including, but not limited to, Service Providers) due to CiviQuo sharing these photos with 3rd party service providers and using these photos/images. CiviQuo does not own or endorse the photos/images that are uploaded. The truthfulness, validity and right to use of all photos/images is assumed by the person who uploaded the photo and is not the responsibility of CiviQuo. CiviQuo disclaims all responsibility and liability for the pictures posted.
The person who uploaded the photo warrants that the photos/images shall not contain any viruses, Trojan horses or infected files and shall not contain any pornographic, illegal, obscene, insulting, objectionable or inappropriate material and does not infringe any third party (intellectual property right, copyright or privacy) rights. Any photo/image that does not meet the aforesaid criteria will not be accepted and/or can be removed/deleted by CiviQuo at any time and without prior notice.
13. INTELLECTUAL PROPERTY RIGHTS
Unless stated otherwise, the software required for our services or available at or used by our Platform and the intellectual property rights (including the copyrights) of the contents and information of and material on our Platform are owned by CiviQuo, its Service Providers or providers.
CiviQuo exclusively retains ownership of all rights, title and interest in and to (all intellectual property rights of) (the look and feel (including infrastructure) of) the Platform on which the service is made available (including the guest reviews and translated content) and you are not entitled to copy, scrape, (hyper-/deep) link to, publish, promote, market, integrate, utilize, combine or otherwise use the content (including any translations thereof and the guest reviews) or our brand without our express written permission. To the extent that you would (wholly or partly) use or combine our (translated) content (including guest reviews) or would otherwise own any intellectual property rights in the Platform or any (translated) content or guest reviews, you hereby assign, transfer and set over all such intellectual property rights to CiviQuo. Any unlawful use or any of the aforementioned actions or behaviour will constitute a material infringement of our intellectual property rights (including copyright and database right).
14. APPLICABLE LAW, JURISDICTION AND DISPUTE RESOLUTION
These terms and conditions and the provision of our services shall be governed by and construed in accordance with the laws of Malta. Notwithstanding the foregoing choice of law, a natural person using any of our services for a purpose which can be regarded as being outside his trade or profession (hereinafter also referred to as "consumer") can rely on the mandatory provisions of the law of the country where he has his habitual residence (i.e. provisions that, in accordance with the choice-of-law rules of the said country, must apply regardless of this choice-of-law clause). Any dispute arising out of these general terms and conditions and our services shall exclusively be submitted to the competent courts in Malta. Notwithstanding the foregoing jurisdiction clause, a consumer may also bring proceedings in respect of enforcement of relevant applicable Mandatory Law in the courts of the country in which he is domiciled, and proceedings against a consumer may be brought only in the courts of the country in which he is domiciled. For consumers (in the European Economic Area): We advise you to first notify us of any complaints by contacting our Customer Service.
If this does not resolve your complaint, you can upload your complaint via the European Commission's ODR platform. This platform for online dispute resolution can be found here: http://ec.europa.eu/odr.
The original English version of these terms and conditions may have been translated into other languages. The translated version is a courtesy and office translation only and you cannot derive any rights from the translated version. In the event of a dispute about the contents or interpretation of these terms and conditions or inconsistency or discrepancy between the English version and any other language version of these terms and conditions, the English language version to the extent permitted by law shall apply, prevail and be conclusive. The English version is available on our Platform or shall be sent to you upon your written request.
If any provision of these terms and conditions is or becomes invalid, unenforceable or non-binding, you shall remain bound by all other provisions hereof. In such event, such invalid provision shall nonetheless be enforced to the fullest extent permitted by applicable law, and you will at least agree to accept a similar effect as the invalid, unenforceable or non-binding provision, given the contents and purpose of these terms and conditions.
15. ABOUT CIVIQUO AND THE SUPPORT COMPANIES
The Services are rendered by CiviQuo Ltd., which is a private limited liability company, incorporated under the laws of Malta and having its offices at Level 1, Aragon House, Dragonara Road, St. Julian’s, STJ3140, Malta and registered with the Malta Financial Services Authority under registration number C90059. CiviQuo has its headquarters in Malta and is supported by various affiliated group companies throughout the world.