Terms and conditions

By using our services, you agree to all of the below terms and conditions.

These terms and conditions have been written for ease of reading and understanding, and for clarity.

1. Paying for a service, not a result
Using Apostil.co.za’s / Evergration’s paid services means that we do work on your behalf to obtain documentation or certifications for you. We charge for our time, effort and know-how, not for a result. We do not issue documents or apostilles ourselves; we are not the government. Thus, we cannot guarantee that the service can be completed as you wish, since many times issues arise that are out of our control. That said, we do want to achieve the result you want and will do everything in our power to obtain it for you.

A good example is having a document sent to be apostilled, only to have it rejected (e.g. by DIRCO). No refund is possible, since we would still have done work, and spent time, effort and undergone costs on your instruction, which is what you are paying for.

2. Asking us for advice
We cannot officially tell you which documents you need or what legalisation/authentication they may need. We are not an official advisory and act upon instruction only. We can only tell you what we have seen in the past, but your situation is always unique. The onus is solely on you as a client to find out what documentation you need for the authority you are submitting to.

3. Timing of instructions
Timings on all instructions, quoted by us in communication and stated on our website, are estimates based on experience. There is always a chance that services may take longer than quoted, due to circumstances out of our control. In such cases, no refunds are possible, as work will already have been done and costs undergone. Once work has been started, an application cannot be retracted or cancelled.

Therefore, you should never make plans, book flights, set wedding dates or commit to anything else based on the estimated timing, you should wait for the documentation in hand.

In 2018, around 96% of instructions were completed on time and in 2019, around 95% of instructions were on time. In 2020, due to copious issues, mainly the coronavirus lockdown restrictions, many instructions have not been and in future may not be on time. Please therefore note that delays are possible with certain government departments and couriers due to policy changes brought about by the COVID-19 coronavirus.

Home Affairs documentation, specifically, can take longer if the department has issues. Loadshedding, staff unavailable, staff on leave, no printer ink, systems being down – there are so many reasons which cause delays at the DHA.

Errors are also rife – anything between 1 and 4 documents out of 10 are typed up incorrectly by Home Affairs and SAPS. We are not liable for any errors made, nor delays and costs incurred to have them corrected.

For police clearances where the applicant has a previous conviction, up to 4 weeks may be added to the timing, because the specific file contents are drawn from the court where the person was convicted (as well as other procedures that could cause delays).

Apostil.co.za is not liable for any loss of any kind whatsoever by anyone in any capacity when using our services.

Any claim arising of any nature is limited to the quoted or invoiced amount paid.

4. Not obtaining documents
We very rarely have cases where documentation is unobtainable, even where we believed it was possible (or were told by officials that it was possible) at the start of the instruction. Should an authority (such as the Department of Home Affairs or SAPS) deny issuing a document to you for any reason, no refunds are given.

5. When making payment/s
Payments should not be made without first receiving a quote or invoice. Please enquire for a quote or invoice should you wish to make payment. Please also make sure to pay for all transaction costs as well as paying extra if making a card payment. All the information for this is on your quote or invoice and not on our website.

6. We do not give refunds
Officially, we do not give refunds. This is because once an instruction has been started upon, large costs are already undergone and cannot be retrieved. In a very rare event where we do give a refund, it is a partial refund, deducting the costs undergone by that stage of the instruction. Any claim arising of any nature is limited to the quoted or invoiced amount paid.

7. Sending us documents
Documentation MUST be couriered (click to read how). If sent by post in any way, the documents take very long and we have to fetch them from a post office, at a steep extra cost to you. We are not liable for any loss during couriering/sending documentation.

When sending us documents, these must go to the address given to you by email. Please enquire for the full address details. We do not accept documents in our Cape Town satellite office, nor do we accept walk-ins at any office. You must use only DHL or a door-to-door courier for documents.

These terms and conditions are binding to anyone using any of our services, or this website. A link to these terms and conditions is displayed in all our emails, on all our quotes and invoices, as well as on every page of this website in the footer.