Terms of Service

1. Agreement to terms

By using the Pratica website or purchasing any service through this site, you agree to these terms in full. If you do not agree, do not use the site and do not purchase any service.

2. Service provider

Services are provided by Pratica, a sole trader registered in the United Kingdom. Pratica is not part of a law firm, an immigration advisory organisation, or any regulated body. For any enquiries: info@pratica.uk.

3. Nature of services

Pratica provides administrative and document preparation services related to Italian consular matters, including form completion, checklist preparation, appointment monitoring, and procedural guidance. We do not provide legal advice. We are not regulated by the Solicitors Regulation Authority (SRA), the Office of the Immigration Services Commissioner (OISC), or any other legal regulatory body. Nothing on this site or in our communications should be interpreted as legal advice. For legal matters, consult a qualified professional.

4. Your responsibilities

You must provide accurate, complete, and truthful information. Inaccurate or incomplete information may compromise the outcome of your application, and Pratica accepts no responsibility for this.

You are solely responsible for reviewing and verifying all documents and forms before submission to any government body. Pratica prepares the paperwork; the final decision to submit is yours.

Outcomes depend entirely on decisions by the Italian consulate or other government bodies. These decisions are beyond our control and we cannot guarantee any specific result.

5. Acceptable use

You agree to use this site and our services only for lawful purposes. Specifically, you must not:

• provide false, fraudulent, or misleading information;
• submit forged or altered documents;
• attempt to manipulate booking systems, consular portals, or other third-party services;
• use abusive, threatening, or offensive language in communications with our staff;
• resell, share, or commercially exploit services you have purchased;
• use this site in any way that could damage, disable, or impair our systems;
• purchase a service in bad faith, including for the sole purpose of filing a complaint, initiating a chargeback, or publishing a negative review;
• abuse the complaints or refund process through repetitive, vexatious, or baseless requests;
• take coordinated action (alone or with others) intended to damage Pratica's reputation or operations, including fake review campaigns or mass reporting;
• impersonate another person or act on behalf of a competitor to obtain confidential information.

Breach of any of these conditions may result in immediate suspension or termination of service, without refund and without obligation to issue credit for work already performed. Pratica may also block you from accessing future services.

6. Fees and payment

All prices are displayed clearly before purchase. Payment is required in advance. All payments are processed through Stripe, which is PCI-DSS compliant. Pratica does not store full payment card details. Every transaction is fully documented by Stripe, including receipts, metadata, and timestamps. By completing a payment, you authorise the charge for the amount shown.

When you tick an acceptance checkbox (for example, Terms of Service or Refund Policy acceptance), your consent is recorded and stored alongside the transaction details, including timestamp and IP address. This documentation is retained for dispute resolution purposes.

Any bank fees or currency conversion charges applied by your financial institution are your responsibility.

7. Timelines and delays

All timelines stated on Pratica service pages and documentation are estimates and not contractual guarantees. Delays may occur due to factors beyond our control, including: high demand for our services, third-party processing times (consulates, official portals such as Prenot@Mi), and unforeseen circumstances.

A reasonable delay in service delivery does not constitute grounds for a refund, provided that Pratica continues to work actively to complete the service. You accept this condition by ticking the Terms of Service acceptance checkbox before payment.

8. Limitation of liability

Our total liability for any claim arising from or related to a service is limited to the amount you actually paid for that service.

Pratica is not liable for:

• decisions made by consulates, embassies, or government bodies;
• delays in government processing times;
• losses arising from information you provided that was incomplete, inaccurate, or late;
• indirect, consequential, or special losses of any kind;
• loss of profit, loss of opportunity, or non-material damages.

This limitation applies to the fullest extent permitted by applicable law. Nothing in these terms limits liability for fraud or gross negligence.

9. Intellectual property

Documents prepared by Pratica (completed forms, checklists, guidance notes, briefing materials) are for your personal use in connection with your application only. You may not resell, redistribute, publish, or commercially exploit them in any way. The content of this website, including text, design, and structure, is the property of Pratica and protected by copyright law.

10. Record-keeping

Pratica maintains records of transactions, including timestamps, IP addresses, consent records, and communications between the parties. These records are retained for service delivery, dispute resolution, and compliance with legal obligations. Records are kept for the period required by applicable law, after which they are securely deleted.

11. Complaints and disputes

To raise a complaint, email info@pratica.uk. We aim to acknowledge complaints within 3 business days and to investigate each matter fairly and transparently.

Complaints that are frivolous, vexatious, or made in bad faith may be dismissed without further correspondence.

In the event of a chargeback (payment reversal initiated through your bank or card issuer), Pratica reserves the right to provide the payment processor with full transaction documentation, including consent records, correspondence, and evidence of service delivery.

12. Termination

Pratica may refuse or terminate service in cases of fraud, abuse, threats, offensive conduct, or breach of these terms. Where service is terminated, any refund will be limited to the portion of the service not yet commenced. No refund is due for work already completed.

Pratica reserves the right to permanently decline future service to any individual whose conduct has been incompatible with these terms.

13. Data protection

Pratica collects and processes personal data necessary to deliver the services you have purchased. We do not sell your data to third parties. Processing is carried out in accordance with the UK GDPR and the Data Protection Act 2018.

For full details on data collection, retention, your rights as a data subject, and how to request deletion, see our Privacy Policy.

14. Third-party services

Pratica uses external services for payment processing (Stripe), data storage (Supabase), email communications (Resend), and site hosting (Vercel). These services operate under their own terms and privacy policies. By using our services, you acknowledge that some data will be processed by these third-party providers.

15. Complaints procedure

If you are not satisfied with the service you received, follow this procedure:

1. Stage 1 — Initial report. Email info@pratica.uk with the subject line “Complaint”, including your name, order reference, a description of the issue, and the outcome you consider fair. You will receive an acknowledgement within 3 business days.
2. Stage 2 — Investigation. We will review the complaint by examining transaction records, correspondence, and evidence of service delivery. If necessary, we will request additional information from you. This stage typically takes 10 business days.
3. Stage 3 — Response. We will send you a written response setting out the findings of the investigation and, where appropriate, the proposed remedy (full or partial refund, credit, service completion, or other corrective action).
4. Stage 4 — Escalation. If you are not satisfied with the response, you may request a review within 14 days. The review will be conducted by a person other than the one who investigated the original complaint.

If after completing this procedure you believe the matter has not been resolved, you may refer it to an alternative dispute resolution (ADR) body or the civil courts.

16. Alternative dispute resolution (ADR)

Under the Consumer ADR Regulations 2015, we are required to inform you whether we participate in an ADR scheme. Pratica does not participate in any certified ADR scheme. This means we are not obliged to engage in ADR proceedings, but we are committed to resolving all disputes through our internal complaints procedure.

You retain the right to bring a claim in the civil courts of England and Wales. If you are resident in the EU, you may also use the European Commission's ODR platform (ec.europa.eu/odr), although Pratica is not obliged to participate in such proceedings.

17. Force majeure

Pratica is not liable for delays or failures caused by circumstances beyond reasonable control, including:

• outages or changes to the Prenot@Mi system or other government portals;
• consulate closures, strikes, or reduced consular operations;
• Italian consulate summer shutdown (August);
• Italian public holidays (25 April, 2 June, 15 August, 1 November, 8 December, 25–26 December, 1 and 6 January) and UK bank holidays;
• pandemics, epidemics, or public health emergencies;
• government action, new legislation, or regulations that prevent service delivery;
• war, civil unrest, terrorism;
• natural disasters, flooding, fire;
• prolonged failure of electricity, telecommunications, or internet;
• acts of third parties over which Pratica has no control.

Where a force majeure event occurs, Pratica will resume the service as soon as reasonably practicable. If the event prevents delivery for more than 90 days, either party may terminate the contract. In that case, Pratica will refund the portion of the service not yet delivered.

18. Price changes

Pratica's service prices may change at any time. Changes apply only to new orders. If you purchased a service at a given price and the price subsequently changes, your service will be completed at the price and on the terms of your original order. You will not be asked to pay any difference.

Consular fees and government charges (e.g. the €600 citizenship recognition fee, FCDO apostille fees, GRO certificate fees) are set by the relevant authorities and are outside our control. These costs may change without notice and are always your responsibility.

19. Business continuity

If Pratica were to cease operating, we commit to completing all active services with orders in progress, or issuing a proportionate refund for work not yet performed. Clients with active monitoring will be notified by email with reasonable notice and will receive their Prenot@Mi account credentials, allowing them to continue independently or engage another provider.

20. Third-party rights

No person other than you and Pratica has any right to enforce any term of this agreement under the Contracts (Rights of Third Parties) Act 1999.

21. Electronic signature and consent

By ticking the acceptance checkboxes at the point of payment, you give your electronic consent under the Electronic Communications Act 2000 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This consent has the same legal validity as a handwritten signature.

Your consent is recorded and stored with the following data: exact date and time (timestamp), IP address, specific checkboxes accepted, amount and service purchased, and Stripe transaction identifier. This documentation is retained for the period required by law and may be presented as evidence in the event of a dispute or chargeback.

22. General provisions

Entire agreement. These terms, together with the service agreement, refund policy, and privacy policy, constitute the entire agreement between you and Pratica in relation to the services purchased. No representation, promise, or condition not contained in these documents is binding.

Severability. If any provision of these terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions remain in full force and effect.

Waiver. Failure to exercise, or delay in exercising, any right under these terms does not constitute a waiver of that right. A waiver of a right on one occasion does not prevent the exercise of that right on future occasions.

23. Minimum age

You must be at least 18 years old to purchase our services. By placing an order you confirm that you are aged 18 or over. If you are acting on behalf of a minor (for example a parent applying for a child's passport), you are personally responsible for the accuracy of the information provided on the minor's behalf.

24. Customer warranties

You represent and warrant that all information and documents you provide are accurate, complete, current, and truthful to the best of your knowledge. You will notify us without delay of any material change to such information. You accept that incomplete or inaccurate information may make the service impossible to complete, and that Pratica accepts no liability in those circumstances.

25. Subcontractors

Pratica may engage third-party suppliers (sworn translators, notaries, document dispatch services, infrastructure providers) to deliver parts of the service. Pratica remains your single point of contact and responsible to you for the performance of the service as a whole. We will share with such suppliers only the data strictly necessary for them to perform their allocated part.

26. Account security

You are responsible for keeping your Pratica portal password confidential, for logging out at the end of each session on shared devices, and for notifying us without delay of any suspected unauthorised access to your account. Pratica will not be liable for losses resulting from credentials that were shared, reused across other services, or left unsecured. If you enable two-factor authentication, you are responsible for keeping the related backup codes.

27. Complaint time limit

You must raise any complaint relating to a service within 12 months of the date the service was fully performed, or within 12 months of the date the issue first became reasonably apparent, whichever is later. Complaints raised outside this window may be declined on that basis alone, except where overriding mandatory law provides otherwise.

28. Maximum engagement duration

Prenotami Monitoring. The engagement runs for a maximum of 12 months from the date monitoring is activated. If no appointment has been secured within that period, Pratica may at its discretion extend the engagement by written agreement or declare the service concluded. If the service is concluded, only the portion of the fee corresponding to work not yet performed will be refunded, with documented work already completed deducted.

Citizenship Concierge. The engagement is active for a maximum of 24 months from the date of payment. If during that period the client fails to progress the case (fails to provide requested documents, does not respond to correspondence, or does not attend appointments) for a continuous period exceeding 6 months, the service is considered concluded and no further refund is due.

29. Local consumer protections

If you are a consumer resident in an EU or EEA country, nothing in these terms deprives you of the protection of mandatory consumer-protection provisions of the country of your habitual residence that cannot be varied by agreement. In all other respects these terms remain governed by the laws of England and Wales.

30. Governing law

Subject to section 29, these terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

31. Changes

Pratica may update these terms from time to time. Changes will be posted on this page with the updated date. Continued use of the site after changes are posted constitutes acceptance of the new terms. Changes do not apply retroactively to services already purchased under the previous terms.