Terms & Conditions

Last updated: Version 2026-08-28 (v3)

1. General information

These general terms ("Terms") govern DOX Visumpartner AB's ("DOX", "we", "us") provision of services. By accepting the Terms when ordering, you enter into an agreement with DOX on these terms. The version you accept at the time of ordering applies to your assignment and is stored by us. The services are provided professionally and with due care but, as the outcome is determined by a third party (see §2 and §2a), DOX gives no warranty as to outcome, approval or processing time. Nothing in the Terms limits the rights you have as a consumer under mandatory law.

2. Description of services

We provide three types of intermediary services: (1) legalization of documents (apostille, notary public, chamber of commerce, the Ministry for Foreign Affairs, and embassy/consulate legalization), (2) visa handling (sticker visas and e-visas), and (3) facilitation of authorized (Kammarkollegiet) translations. For all services, DOX prepares, communicates with, transports documents to and submits them to the competent third party, while decisions and outcomes are made by the third party (see §2a).

2a. DOX's role – agent and intermediary

DOX Visumpartner AB acts solely as an agent and intermediary. DOX prepares, compiles, transports and submits documents and applications on the customer's behalf within three service lines: (1) legalization of documents (apostille, notary public, chamber of commerce, the Ministry for Foreign Affairs, and embassy/consulate legalization), (2) visa handling (sticker visas and e-visas), and (3) facilitation of authorized (Kammarkollegiet) translations. The decision whether a visa is granted, entry is permitted, a legalization, apostille or notarial act is performed, or a translation is accepted, is always and exclusively made by the competent third party – the embassy or consulate, the destination country's immigration or visa authority, the notary public, the chamber of commerce, the Ministry for Foreign Affairs, or the authorized translator. DOX never makes this decision. DOX performs its assignment professionally and with due care but does not warrant, and can never be held liable for, any particular outcome, approval or processing time. A refusal, delay, revocation, changed or new requirement, or absence of result from a third party does not constitute a defect in DOX's service and gives no right to a refund of DOX's fee or to damages. All time indications (on the website, in a quote or in an order confirmation) are estimates based on the third party's normal processing and do not constitute agreed delivery times or warranties. Nothing in this clause limits the rights you have as a consumer under mandatory law.

3. Customer's responsibility

As a customer you are responsible for:

• Providing accurate, genuine and complete documents
• Stating the correct destination and requirements for legalization/visa
• Paying for the services as agreed
• Checking that all information is correct before ordering

The customer is fully responsible for the accuracy, authenticity and completeness of all information and documents provided to DOX. DOX is not liable for a refusal, delay, rejection or additional cost caused wholly or partly by the customer providing incorrect, incomplete or misleading information, stating the wrong destination, or providing invalid documents. A business customer shall indemnify and hold DOX harmless for all costs, claims, penalties, losses and damages (including reasonable legal and investigation costs) arising from the customer providing incorrect, incomplete, misleading, forged or unlawful information or documents, or breaching these terms. DOX is entitled to discontinue an assignment and, where necessary, notify the competent authority upon suspicion of forged or unlawful documents, without any obligation to refund work performed or third-party costs already incurred.

3a. DOX's right to decline or discontinue an assignment

DOX reserves the right at any time to decline to begin, or to discontinue, an assignment if (a) documents are suspected of being incorrect, forged or unlawful, (b) the assignment would breach applicable sanctions, anti-money-laundering rules or other law, (c) the customer has provided incorrect information, or (d) the third party concerned no longer accepts agents or has changed its requirements. Upon discontinuation, the unused part of DOX's fee is refunded; third-party costs already incurred and work performed are not refunded. DOX is not liable for the consequences of a justified declining or discontinuation.

4. Limitation of liability

DOX is liable only for its own undertakings and for loss caused by DOX's own fault or negligence. DOX's total liability towards a business customer is limited to the fee DOX has invoiced for the service in question, excluding passed-through official fees and third-party costs (e.g. embassy, Ministry, notary and courier costs). DOX is not liable for indirect, special or consequential damages, including but not limited to missed or rebooked trips and flights, denied or delayed entries, missed business opportunities or deadlines, lost profit or income, and the cost of replacement documents, whether or not DOX was advised of the risk. The limitations and the exclusion of indirect damages in this clause do not apply in cases of intent or gross negligence on the part of DOX, nor to personal injury; in such cases the general rules of tort and damages apply. Nothing in these terms limits the rights you have under mandatory consumer-protection law, including the Consumer Services Act and the Consumer Sales Act; against a consumer the limitation applies only to the extent it is reasonable under section 36 of the Contracts Act. Should any part of this limitation be held invalid or unfair, it shall be adjusted to the minimum extent necessary and the remaining parts shall continue to apply.

4a. Originals, passports and transport

We recommend that you primarily submit certified copies. If you choose to send irreplaceable original documents, you do so at your own risk. Documents are transported by an external carrier (e.g. DHL, PostNord). DOX selects the carrier with care but is not liable for loss, damage, theft or delay occurring at the carrier, at an embassy, consulate or other authority, or otherwise outside DOX's own possession; such claims are governed by the carrier's or authority's liability terms, and DOX will assist you in bringing a claim against the carrier. For a document lost or damaged while in DOX's own possession, DOX is liable exercising ordinary care; DOX's liability is then limited to the documented cost of replacement, save in cases of intent or gross negligence. For visas, the embassy or authority concerned often requires your physical passport to be submitted; while the passport is held by an embassy, consulate or authority it is outside DOX's control, and you acknowledge that a submitted passport cannot be used for travel during the processing period. We offer trackable and insured shipping for an additional charge; if you decline this, you bear the transport risk. This clause does not limit your mandatory rights as a consumer.

4b. Refusal and outcome

DOX's service consists of correctly preparing, submitting and monitoring the matter – not of achieving a particular outcome. DOX's service is deemed performed once the application or document has been submitted to the competent body, regardless of its decision. A refusal, delay, revocation, or new or changed requirement from an embassy, consulate, authority, notary public, chamber of commerce, the Ministry for Foreign Affairs or a translator gives no right to a refund of DOX's fee, nor of official fees, embassy fees, courier or other third-party costs already incurred. Denial of entry at the border despite a granted visa is entirely outside DOX's responsibility. This clause does not limit a consumer's mandatory rights.

5. Prices

For private individuals all prices are shown including VAT. For business customers, prices may be shown excluding VAT, with VAT added at the applicable rate. A price or quote you have accepted applies to your order; price changes do not affect orders already placed. Official fees and third-party costs that are changed by the third party may be adjusted against documentation after you have been informed.

5a. Card payments & security

Card payments are handled by Stripe Payments Europe, Ltd. — our data processor under GDPR Art. 28. You are redirected to Stripe's hosted payment page (Stripe Checkout) to complete the transaction. Apple Pay and Google Pay appear on the same Stripe page.

• DOX never stores card numbers, CVV codes or expiry dates.
• Stripe is PCI-DSS Level 1 certified (highest security level).
• All transactions are secured with 3D-Secure 2 / Strong Customer Authentication (SCA) per the PSD2 directive.
• Refunds are credited to the same card. The amount typically appears on your statement within 3–10 business days.

More information about card payments is available in our privacy policy (section 7).

6. Right of withdrawal and cancellation

As a consumer you have a 14-day right of withdrawal under the Distance Contracts Act (2005:59), counted from the order date. If you want us to begin processing immediately during the withdrawal period, you must expressly request this when ordering. You are then informed that (i) the right of withdrawal ceases entirely once the service has been fully performed, and (ii) if you withdraw while the service is ongoing, you must pay a proportionate amount for the work performed as well as the third-party fees (e.g. notary, Ministry, embassy, courier) already paid on your behalf that cannot be recovered. For business customers, free cancellation applies only before processing has begun.

Full refund policy and withdrawal form: Refund Policy →

7. Force majeure

DOX is not liable for delay, deficient or non-performance due to circumstances beyond DOX's reasonable control, including but not limited to natural disaster, fire, flood, pandemic or epidemic, war, unrest, terrorism, strike or other labour dispute, decisions by authorities or government, changes in law, changed entry or legalization requirements, closed, cancelled or rescheduled appointments at embassies, consulates or authorities, cancelled transport, and interruptions in electricity, IT, internet, payment services or other communication or at a subcontractor. Under such circumstances DOX's obligations are suspended for as long as the impediment persists, and DOX shall notify the customer without undue delay. If the impediment persists for more than 30 days, either party may withdraw in writing from the affected part of the assignment. Upon withdrawal, the part of the payment relating to services not yet performed and costs not yet incurred is refunded; third-party costs already incurred are not refunded. Force majeure relieves DOX only from consequences of delay and not from the obligation to refund a consumer for a service not delivered.

8. Governing law and dispute resolution

These terms are governed by Swedish law. For disputes with business customers, the Stockholm District Court shall be the court of first instance. If you are a consumer, you are always entitled to the mandatory protection that applies in your country of residence and to have the dispute heard by the court in your place of residence. If we cannot resolve the dispute together, you as a consumer may, free of charge, contact the Swedish National Board for Consumer Disputes (ARN), Box 174, 101 23 Stockholm, arn.se, and the EU online dispute resolution platform: ec.europa.eu/odr. DOX participates in ARN proceedings.

9. Changes to the terms

We reserve the right to change these terms. Changes apply only to orders placed after the change is published; your order is governed by the version you accepted at the time of ordering. Material changes are notified in advance where required.

9a. Marketing & communications

When you place an order we store your email address to send you offers and news about similar services (e.g. translation, legalization and visa). This is based on our legitimate interest and the existing customer relationship (Swedish Marketing Act §21).

• You can unsubscribe at any time — via the unsubscribe link in every email or by contacting us.
• Unsubscribing does not affect emails about your orders.
• Contract customers are not included in these bulk mailings — they are handled separately by their account manager.

Read more about how we process your data in our privacy policy.

9b. Entire agreement, severability, waiver and language

These terms, together with the order confirmation or quote, constitute the entire agreement between the parties and supersede prior representations. Oral or marketing statements do not bind DOX beyond what has been confirmed in writing (this does not apply to the extent mandatory consumer protection provides otherwise). Should any term or part thereof be found invalid or unfair, it shall be adjusted to the minimum extent necessary and the remaining terms shall continue to apply unchanged. DOX's waiver of a term in a particular case does not forfeit the right to invoke it in the future. These terms are provided in Swedish and English; in the event of discrepancy, the Swedish version prevails in business-to-business relationships. As a consumer, you are entitled to rely on the language version in which the contract was concluded with you.

10. Contact

If you have questions about these terms, please contact us: