Terms & Conditions
1. Introduction
These Terms and Conditions apply to all services provided by Relovate OÜ, Estonian Business Register code 17370391, address Riia mnt 59-6, 80019 Pärnu, Pärnumaa, Estonia, email info@relovate.eu (Relovate OÜ, we, us or our).
By purchasing any service and paying the corresponding invoice, the Client (you) agrees to these Terms and Conditions. These Terms form the legally binding contract between the Client and Relovate OÜ.
These Terms apply to all private clients, regardless of nationality or residence, who purchase services for personal use. Business clients will receive a separate contract and data processing agreement.
Relovate OÜ is not a law firm and does not provide legal advice or legal representation.
2. Definitions
Client: A private individual who purchases services from Relovate OÜ.
Services: Relocation, visa, document renewal, consultation and support services described on the website www.relovate.eu.
State Fees: Mandatory government fees charged by embassies, visa centres or the Estonian Police and Border Guard Board.
Agreement: These Terms and Conditions, forming the legal contract upon payment of the invoice.
Trello Board: A dedicated project board used for communication and document exchange during service delivery.
PBGB: The Estonian Police and Border Guard Board, the authority responsible for residence permits, visas, identity documents and other immigration-related decisions.
3. Acceptance of Terms
By paying any invoice issued by Relovate OÜ, the Client confirms that they have read, understood and agreed to these Terms and Conditions. Payment of the invoice forms the binding Agreement.
If the Client does not agree to these Terms, they must not pay the invoice or continue with the service.
4. Scope of Services
Service descriptions are available on www.relovate.eu and form part of the Agreement.
Relovate OÜ provides guidance, document preparation support and application submission support. All services are provided remotely unless otherwise agreed in writing.
Relovate OÜ submits applications using its own email or portal accounts, based on the Client’s signed Power of Attorney. The Client remains responsible for ensuring the accuracy of all information they provide.
Relovate OÜ cannot guarantee any visa, permit, citizenship, travel, or document outcome. All decisions are made by state authorities.
5. What Is Not Included
Unless explicitly listed as an add-on, the following are not included in any service:
• State fees charged by authorities
• In-person attendance at appointments
• Accompanying the Client to appointments
• Booking flights or arranging travel or health insurance
• Finding temporary or permanent accommodation
• Drafting appeals, legal challenges or formal objections
• Any form of legal representation
• Translations or legalisations
• Courier or postal delivery costs
• Services not described on the website
Relovate OÜ may assist the Client in preparing additional documents or informal explanations if requested by PBGB or another authority. Appeals and legal arguments are not included.
6. Eligibility Assessment
Relovate OÜ performs an initial free eligibility check based on information provided by the Client. If the Client is clearly not eligible, no invoice will be issued and no service will begin.
If eligibility is uncertain or low, the Client will be informed and may choose whether to continue. If the Client chooses to proceed and pays the invoice, the service fee becomes non-refundable.
If detailed analysis or complex research is requested beyond the free assessment, a consultation fee may apply. The Client will be informed in advance.
7. Fees and Payment
Invoices are issued in euros. Relovate OÜ is not VAT registered and therefore VAT is not added to the prices.
Invoices are due in 7 calendar days unless otherwise stated. Services begin only after full payment.
Invoices unpaid after 14 days may be cancelled.
Late payments may result in suspension of the service. Late interest is calculated at the Estonian legal default rate of 0.07 percent per day.
Partial payments are available only by prior written agreement.
8. State Fees
State fees required for the selected service are invoiced to the Client in advance. Relovate OÜ will pay the state fee and submit the application only after the Client has paid the corresponding amount.
If additional state fees arise later, they will be invoiced separately.
State fees already paid to authorities are non-refundable unless the authority itself provides a refund.
If a state fee included in the initial invoice is ultimately not required, Relovate OÜ will refund that unused state fee to the Client.
Relovate OÜ has no influence over state fee amounts or changes made by authorities.
9. Refund Policy
All service payments are non-refundable. This includes situations where:
• The Client changes their mind after payment
• The Client becomes unresponsive
• The Client does not provide required documents
• The Client chooses to proceed despite low eligibility
• The Client’s visa, permit or application is refused
• Government processing delays occur
Refunds apply only to unused state fees as described in section 8.
In exceptional circumstances, partial refunds may be considered at the sole discretion of Relovate OÜ.
10. Client Responsibilities
The Client is responsible for:
• Providing accurate, complete and truthful information
• Ensuring their passport is valid and meets requirements
• Providing documents in required formats
• Responding to information requests in a timely manner
• Arranging translations or legalisations if needed
• Booking and paying for their own travel and insurance
• Arranging accommodation
• Attending all required appointments
Availability of PBGB or embassy appointments is determined by authorities and cannot be guaranteed by Relovate OÜ.
Delays caused by missing or incorrect information are the Client’s responsibility.
11. Relovate OÜ Responsibilities
Relovate OÜ agrees to:
• Provide the purchased service with reasonable care and skill
• Prepare documents based on the Client’s information
• Provide clear guidance on requirements
• Submit applications on behalf of the Client where permitted by law and supported by a valid Power of Attorney
• Keep the Client informed throughout the process
Relovate OÜ is not responsible for:
• Technical issues or outages of PBGB, embassy or visa centre systems
• Delays caused by authorities
• Decisions made by authorities
Any timeframes provided are estimates only.
Nothing in these Terms limits liability where such limitation is prohibited by law.
12. Communication Rules
Official communication takes place via:
• Email
• Trello comments and attachments
• Google Meet video calls
Relovate OÜ does not use WhatsApp, Instagram, Facebook Messenger or social media for official communication or document exchange.
Relovate OÜ is not liable for outages or technical issues affecting third-party platforms such as Trello, Google, PBGB portals or email providers.
Messages are answered within 48 hours from Monday to Friday, based on Estonian local time (EET or EEST).
13. Service Delivery
Service delivery timelines depend on the Client’s cooperation and authorities’ requirements.
If the Client fails to provide information or cooperate, Relovate OÜ may suspend the service with no refund.
14. Limitation of Liability
Relovate OÜ is not liable for:
• Decisions made by authorities
• Government delays or policy changes
• Travel costs or financial losses
• Consequences of incorrect information provided by the Client
• Indirect, incidental or consequential damages
The total liability of Relovate OÜ is limited to the amount paid by the Client for the specific service.
Nothing in these Terms limits liability where such limitation is prohibited by law.
15. Right of Withdrawal
By paying the invoice, the Client agrees that the service begins immediately.
Because Relovate OÜ provides personalized and case-specific services, the Client acknowledges that the 14-day EU consumer withdrawal right does not apply.
16. Price Changes
Prices may be updated at any time. Changes do not apply to services already invoiced.
17. Intellectual Property
All materials provided by Relovate OÜ, including templates, checklists, summaries and email texts, are the intellectual property of Relovate OÜ.
They may not be copied, shared, resold or reused to assist others without written permission.
They are provided for the Client’s personal use only.
18. Confidentiality
All information shared between the Client and Relovate OÜ is confidential and will not be disclosed except where required by law or necessary for service delivery.
19. Data Protection
Personal data is processed according to the Privacy Policy available at www.relovate.eu.
Relovate OÜ may process identification data, immigration-related documents and special category data only when necessary for immigration procedures and always with the Client’s consent.
Private clients are not subject to a Data Processing Agreement. Business clients receive a separate DPA when applicable.
20. Right to Refuse Service
Relovate OÜ may refuse to provide services before issuing an invoice, without obligation to provide a reason.
21. Reviews and Testimonials
Testimonials published on www.relovate.eu or Relovate OÜ social media accounts reflect individual experiences and do not guarantee similar results.
Testimonials do not constitute legal or immigration advice.
Relovate OÜ may edit testimonials for grammar, clarity or length without altering their meaning. Testimonials are published only with the Client’s consent.
22. Governing Law
These Terms are governed by Estonian law. Any disputes shall be settled by Estonian courts.
23. Contact
For questions about these Terms and Conditions, please contact info@relovate.eu.
Last updated: 22.12.2025