These Terms & Conditions explain how The Border Concierge Limited provides information, handles enquiries and arranges travel-related services. Please read them alongside our Privacy Policy and Refund & Cancellation Policy before paying for any service or confirming a booking.
About these terms
These terms apply to your use of the website at theborderconcierge.com and to enquiries and services provided by The Border Concierge Limited (“we”, “us” and “our”), unless a written service agreement expressly states otherwise. By requesting or purchasing a service, you agree to the terms applicable to that transaction, subject to your rights under law.
Our services include visa consultancy and administrative assistance, travel documentation advisory, flight requests and ticketing, accommodation coordination, travel planning, group and corporate travel and holiday package enquiries.
Our role and service process
We act as a travel consultancy and coordination service. Our usual process is to receive your enquiry, discuss your requirements, provide available options or a quotation, seek your approval, arrange payment as appropriate and then proceed with the requested service or supplier booking.
Information on the website is general guidance. It does not create an obligation to provide a service, guarantee availability or establish a confirmed booking. A reservation or service arrangement is confirmed only when we communicate that confirmation to you.
Visa consultancy and documentation
Visa decision disclaimer. The Border Concierge provides visa consultancy and administrative support. Visa approval is solely at the discretion of the relevant embassy, consulate or immigration authority. No visa approval can be guaranteed.
Our assistance may include consultation about requirements, personalised document checklists, application guidance, document reviews and travel-readiness advice. We are not an embassy, consulate or immigration authority, and we do not control appointments, processing times, interview outcomes or final decisions.
You are responsible for giving complete, accurate and truthful information, attending required appointments and complying with the relevant immigration rules. We will not knowingly assist with false documents or misleading applications.
Flights, accommodation and other suppliers
Flight tickets, hotel rooms, transfers, tours, insurance and other travel products may be provided by independent third parties. Availability, schedules, fares, taxes, baggage allowances, name-change restrictions, refund conditions and other rules may be determined by those providers.
Before a booking is confirmed, we will communicate the available option and applicable material conditions or direct you to the relevant supplier terms. Supplier rules form part of the relevant booking agreement to the extent permitted by law. You should review details carefully before authorising purchase.
Quotes, prices and payment
Prices, package descriptions and availability displayed or discussed before confirmation are indicative unless expressly confirmed in writing. Fares and supplier rates may change before ticketing or reservation, including due to currency movements, taxes and availability.
We will communicate fees and payment instructions for the specific service before payment is required. Payments must be made using the approved method communicated by our team. A payment by itself does not guarantee a booking until we have confirmed it in writing. Please retain your payment evidence and quotation.
Any additional charges resulting from a requested change, updated supplier pricing or new requirements will be explained before they are incurred, except where an applicable supplier's terms already authorise those charges.
Your responsibilities
When engaging our services, you agree to:
- Provide accurate names, dates of birth, contact information and itinerary requirements, matching valid travel documents where necessary.
- Check quotation details, names, routes, travel dates, passport validity, visa requirements and booking confirmations promptly.
- Make required payments and provide requested documents within reasonable deadlines.
- Notify us promptly of changes, errors, cancellations, special assistance needs and relevant travel restrictions.
- Comply with applicable laws, immigration rules, airline requirements and destination entry rules.
Travel requirements can change. You remain responsible for meeting departure, transit and destination entry requirements, even when we assist with researching them.
Changes, cancellations and refunds
Changes and cancellations are governed by our Refund & Cancellation Policy, the applicable quotation and any lawful supplier conditions disclosed for the particular booking. Please contact us as early as possible when plans change. We will explain applicable options and charges and seek your authorisation where necessary.
Nothing in these terms removes consumer cancellation, refund or other remedies provided by applicable law.
Timings and circumstances beyond control
Flight schedules, embassy processing, supplier availability, transport conditions and destination rules may change without notice. Delays or disruption may arise from weather, strikes, public-health measures, government decisions, security events or other circumstances outside our reasonable control.
We will use reasonable care in providing our own services and will communicate material changes that come to our attention. Where an arrangement is affected, the remedies available will depend on the service, supplier terms and applicable law.
Travel insurance and advice
Travel insurance can protect against some unexpected events, depending on the policy purchased. We may provide general guidance or coordinate access to insurance options, but insurance coverage, exclusions and claim decisions depend on the insurer's policy documents. Please review those documents and obtain specialist advice where needed.
Destination information and travel guidance are provided in good faith but may become outdated. Always review current advice issued by the relevant authorities before travel.
Website use and intellectual property
Website text, original graphics, layout and other content are owned by The Border Concierge or used with permission, except where otherwise stated. You may use the website for personal, lawful research and enquiries. You must not attempt to interfere with site security, submit unlawful or misleading material, impersonate another person or reproduce protected content commercially without permission.
Links to third-party websites are provided for convenience. We do not control their content, policies or availability.
Responsibility and your legal rights
We aim to exercise reasonable care and skill in services under our control. We cannot guarantee decisions taken independently by immigration authorities, airlines, hotels or other suppliers. However, we remain responsible for our own obligations under applicable law.
Nothing in these terms excludes or limits liability, rights or remedies where doing so would be unlawful, including rights relating to negligence, misrepresentation, defective services or unfair contract terms. Your statutory consumer protections remain in effect.
Concerns, disputes and contact
If you have a complaint, please email [email protected] with your name, booking or enquiry details and an explanation of the issue. We will review the matter and work to resolve it fairly.
These terms are governed by applicable laws of the Federal Republic of Nigeria, without prejudice to mandatory protections that may apply to a consumer in another jurisdiction. Disputes may be referred to a court or competent authority with jurisdiction under applicable law.
Changes to these terms
We may revise these terms when our services, operations or relevant laws change. Updated terms will be published on this page with a revised date. For a confirmed service, any change to an agreed material term will be handled in accordance with the contract and applicable law.