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 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 for some reason. No refund is possible, since we would still have done work, and spent time, effort and undergone costs on completing your instruction, which is exactly 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 a slight 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.

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.

In conclusion, 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.

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

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 any government department or authority deny issuing a document or certification to you for any reason, no refunds are given.

5. When making payment/s
Payments should not be made without first receiving an invoice. Please infórmese for an 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 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.

7. Sending us documents
When we require the original documentation sent to us, it MUST be couriered, not posted. If sent by post in any way, the documents normally take much longer and we often have to fetch them at an extra cost (travel, queueing, etc). 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 any of our satellite offices, nor do we accept walk-ins at any office. You must use only DHL, UPS or a verified, fast 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 our emails, invoices and every page of this website in the footer.