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Your rights & our services

Terms of service

The terms governing our website, paid services, legal advice, quotations and your rights as a client.

Last updated 6 November 2026 · Version 1.0

1. Rusetat and these terms

These terms govern use of the Rusetat public website and the general basis on which we provide services. The service provider is Rusetat Migration Internation, operating under the Rusetat Migration International brand (“Rusetat”, “we”, “us”). “You” means the person requesting or purchasing a service, or an authorised representative acting for that person.

Contact us at admin@rusetatmigration.org, +27 72 155 5208, or 269 Von Willich Avenue, Corporate 66 Office Park, Centurion, South Africa. Office visits are by arrangement. Use these published details to verify instructions, discuss a quotation, make a complaint or request a copy of the terms applying to your transaction.

Read these terms together with your written quotation, service agreement, booking confirmation, disclosed supplier conditions, our Privacy notice and, for travel, our Travel & booking information. Browsing the site does not by itself create a paid engagement or authorise us to incur costs for you.

3. Enquiries, quotations and when work begins

A website message, AI conversation, availability enquiry or request for a price starts a conversation. It is not a ticket, appointment confirmation, visa submission, job offer, placement agreement or acceptance of a particular application route. We first need to identify your requirements and the service being offered.

The written quotation or engagement must identify the contracting parties, deliverables, material exclusions, relevant adviser or supplier, charges, payment dates, client responsibilities and the applicable cancellation arrangements. It must also explain how you accept and when work is authorised to start. You should receive a copy that can be saved and referred to later.

An automated acknowledgement confirms receipt only, unless it expressly states otherwise. Payments must be matched to an identified quotation or invoice; paying an unexplained amount does not establish every term of a service. A supplier reservation or government appointment is confirmed only by the appropriate confirmation, not by a general expression that we can assist.

Electronic communications can form valid agreements. ECTA sections 11–13 and 22 address the recognition of data messages, signatures and electronic contracting. Keep your accepted quotation and relevant messages. Where legislation or an authority requires a particular signature, original document or prescribed form, a casual chat message may not meet that requirement.

4. Legal advice included with every paid service

Every paid service across Rusetat’s catalogue includes legal advice relevant to that service. This applies to travel, corporate travel and events, visa and migration services, relocation, recruitment, and au pair services. A client does not need to buy a separate general legal-advice add-on merely to understand the legal issues within the service purchased.

The engagement must explain the issues covered, the adviser responsible, the applicable jurisdiction, how advice will be delivered and any necessary referral. Legal advice requiring a regulated professional must be delivered by a person appropriately qualified and authorised for that work. Rusetat’s service promise does not imply that every employee is an attorney or that a South African adviser is authorised to practise in every other country.

Included advice concerns the purchased service and the circumstances disclosed. It is not an unlimited retainer for unrelated disputes. Court proceedings, litigation, appeals, specialist opinions outside the agreed service, and representation requiring a separate mandate must be expressly addressed before work or additional fees are authorised. Any proposed additional work must be distinguished from the advice already included.

Public website content provides general information. Ruse AI is coming soon and currently opens an information panel only. They are not the individual professional advice included in a paid engagement. You can request a human adviser when a question requires your documents, personal circumstances or a legal interpretation. Do not assume that an AI conversation creates a lawyer-client relationship or attracts legal professional privilege; privilege depends on the actual relationship and applicable law.

For a focused starting point, see Visa Consultation. Legal professional services in South Africa are governed, where applicable, by the Legal Practice Act 28 of 2014. Any professional status or scope should be verified for the person handling your matter.

5. Scope across the service catalogue

Visa and migration: advice, assessment and preparation are based on the facts you disclose and the applicable requirements. The relevant government authority decides admission, status, conditions and application outcomes. No adviser can lawfully promise approval or control an authority’s processing time. A refusal, expiry, overstay, review or appeal requires prompt individual attention and may fall outside an original preparation engagement.

Travel and events: the quotation identifies the transport, accommodation, activities or event services being arranged and whether Rusetat acts as a principal supplier or intermediary. Website itineraries are ideas for planning; the purchased itinerary and written inclusions determine the actual booking.

Recruitment and au pair: a consultation or application does not guarantee an interview, job, host family, placement, salary or permission to work. Employment, placement and host-family arrangements have their own terms and legal requirements. No charge prohibited by applicable employment or recruitment law is authorised by these terms.

For South African employment services, section 15 of the Employment Services Act 4 of 2014 restricts charging work seekers and charges relating to placement. The inclusion of legal advice does not permit a prohibited job-placement fee to be relabelled as a consultation charge. Employer-paid work and any genuinely separate service must be assessed according to the law that applies.

Relocation: practical assistance and relevant legal advice do not themselves grant immigration permission, secure a lease, guarantee a school place or establish tax residency. A specialist tax, property or foreign-law engagement must be identified when required. The agreed deliverables should distinguish research, introductions, application work and confirmed arrangements.

6. Your instructions and responsibilities

  • Provide accurate, complete and current information relevant to the service. Disclose material refusals, restrictions, deadlines or changes affecting the matter.
  • Check names, dates, passport details, traveller lists and documents promptly. Raise an error as soon as you notice it; some suppliers impose correction deadlines or charges.
  • Attend required appointments and comply with lawful submission, travel and payment deadlines. Tell us early if you cannot meet a requirement.
  • Act only with proper authority when instructing us for a company, child, family member or group. Give the affected people the relevant privacy and contractual information.
  • Use an agreed channel for sensitive documents. Do not send passwords, card security codes, one-time codes or unrequested identity records through public chat.
  • Do not submit forged documents, conceal material facts, seek improper influence or ask anyone to bypass a lawful process.

Client responsibilities do not excuse our own mistakes or duties. If incomplete information or a missed deadline affects delivery, we must explain the practical impact and any proposed change. Additional work or charges require a proper basis, disclosure and any necessary acceptance.

7. Fees, taxes, disbursements and payment security

Use the price and currency shown in your written quotation. The quotation must distinguish Rusetat’s fees from third-party costs such as authority charges, visa-centre charges, tickets, accommodation, courier costs, translations and specialist services. It must identify taxes where applicable, material exclusions and any amount that is an estimate rather than a fixed price.

A quote should state its validity period, payment dates, deposit conditions and what a deposit secures. Exchange-rate movements or supplier changes must be dealt with through the disclosed terms, not an unexplained increase after acceptance. If a change needs your approval, we will seek instructions before accepting an additional commitment for you.

Pay only against verified instructions for the named supplier or contracting party. Independently telephone the published number if bank details change or a payment request appears unusual. Never provide a banking password or one-time code to a staff member. Keep your invoice, receipt and payment reference.

There is no universal deposit percentage, standard penalty or automatic forfeiture imposed by this page. A payment deadline must be communicated for the actual service. If payment is late, suspension or cancellation must follow the applicable agreement and law, including any required notice and opportunity to remedy a breach.

8. Changes, cancellation and refunds

Send a cancellation or change request to our published email address with your name, booking or engagement reference, the affected service and the change requested. For urgent travel, also telephone the contact on your booking. Keep a copy and ask for acknowledgement; a general social-media comment may not identify the booking or reach the right person.

For an advance reservation covered by CPA section 17, you may cancel and a supplier may levy only a reasonable cancellation charge. Reasonableness takes account of the service, notice given, prospects of finding another customer and industry practice. Section 17(5) prohibits a cancellation fee where the booking cannot be honoured because the person for whose benefit it was made has died or been hospitalised. Relevant evidence may be needed, handled with appropriate privacy.

For work already performed, the assessment must distinguish completed services, recoverable supplier costs and unperformed work. A label such as “non-refundable” does not override the law. Request a written breakdown showing the basis for any deduction and the balance due. An application refusal does not automatically make properly performed professional work free, but neither does it justify retaining money for work not done without a lawful basis.

Supplier cancellations, overbooking and failures to perform are different from your voluntary cancellation. The appropriate remedy depends on the contract and applicable law. Where the CPA applies, section 54 addresses service quality and section 47 addresses qualifying overbooking failures. A refund entitlement cannot be replaced with a voucher unless that outcome is lawful and accepted where required.

We will explain the refund process and relevant timelines for your transaction. Where a statutory deadline applies, it takes precedence over ordinary administrative or supplier processing. These terms do not make a lawful claim against Rusetat conditional on recovery from an unrelated supplier.

9. Cooling-off and electronic transactions

Cooling-off rights depend on how and what you bought. Where CPA section 16 applies to a transaction resulting from direct marketing, it provides a five-business-day rescission right, subject to its scope and interaction with ECTA. It does not create a five-day cancellation rule for every service purchased in every situation.

ECTA section 44 provides a seven-day cooling-off right for qualifying electronic transactions, with the statutory refund process. Section 42(2) excludes specified transactions, including accommodation, transport, catering or leisure services undertaken for a specific date or period and services begun with the consumer’s consent during the cooling-off period. A dated trip must therefore be assessed differently from a qualifying online service purchase.

For qualifying services, the section 44 period runs from conclusion of the agreement. If that right is validly exercised after payment, section 44(3) requires a full refund within 30 days of cancellation. This is a statutory rule for that qualifying cancellation, not a universal 30-day deadline for every type of travel or service refund.

Where ECTA section 43 applies, the prescribed supplier and transaction information must be available, and the consumer must have the required opportunity to review, correct or withdraw before placing an order. These duties are not replaced by merely linking these terms in a footer. The current public website prepares enquiries and does not take online card payments or automatically place bookings.

If you want work to start immediately, the engagement must address the relevant consent and consequences; these terms do not treat every enquiry as consent to waive a cooling-off right. Ask us to explain which rule applies before authorising a time-sensitive service.

10. Independent suppliers and intermediaries

Airlines, hotels, tour operators, visa application centres, authorities and other independent providers have their own functions and lawful conditions. The quotation or booking should identify the provider and explain Rusetat’s role. Please review material supplier conditions before committing, especially fare restrictions, cancellation charges, age rules, baggage, health and participation requirements.

We do not control an authority’s decision or an independent supplier’s operations. This does not exclude responsibility for our own service, representations, handling of your instructions or duties imposed by law. An intermediary label does not automatically remove every obligation. If a supplier condition conflicts with a compulsory consumer protection, that conflict must be assessed under the applicable law.

11. Delays and events beyond reasonable control

Weather, border restrictions, unrest, strikes, public-health measures, infrastructure failures and government or supplier decisions may affect a service. The consequences depend on the actual event and agreement. We will communicate relevant information available to us and discuss practical alternatives within our role.

An event beyond reasonable control is not an automatic right to retain all payments, impose any substitute, avoid a statutory refund or excuse an unrelated failure. Changed arrangements, additional costs, cancellations and refunds must be considered separately. You should keep records and notify the relevant insurer promptly if you intend to claim. Insurance decisions remain with the insurer under the policy.

12. Service quality, risk and liability

We are responsible for performing the agreed service with the care and standard required by the contract and applicable law. Tell us promptly about a problem so it can be assessed and, where possible, corrected. Prompt reporting helps preserve practical remedies; it does not replace a statutory limitation period with an arbitrary short deadline.

No blanket exclusion applies. These terms do not exclude liability for fraud, wilful misconduct, gross negligence or liability that cannot lawfully be limited. They do not impose a blanket indemnity on you or cap every claim at the amount you paid. Any service-specific limitation must be lawful, fair and properly disclosed.

CPA sections 48, 49 and 51 address unfair terms, prominent risk notices and prohibited exclusions. An unusual or serious activity risk requires appropriate explanation and acknowledgement before commitment. A general footer link is not a substitute for a specific safety disclosure. You remain entitled to question a condition, request clarification and use available legal remedies.

13. Website use, intellectual property and availability

You may use the site to learn about services, prepare enquiries and obtain public information. You must not interfere with the website, attempt unauthorised access, submit harmful material, impersonate another person or misuse contact and chat facilities. Reasonable protective measures may be taken against abuse without cancelling an unrelated client right.

Rusetat and the relevant rights holders retain rights in the website’s branding, content and materials. You may save information reasonably needed for your own enquiry or transaction. Commercial republication, misleading use of the brand or reuse of third-party photographs requires appropriate permission. Rights and exceptions provided by law remain available.

Website information can change, particularly legal requirements, destination conditions and supplier offers. We aim to correct material errors when identified. Images and suggested itineraries do not establish an undisclosed booking inclusion. If the website is temporarily unavailable, contact us through the published telephone or email details rather than assuming an urgent instruction has been received.

14. Confidentiality, notices and records

Personal information is handled under our Privacy notice and applicable law. The service may require lawful sharing with an adviser, supplier or authority. Tell us if a record contains material requiring special handling before sending it. Confidentiality and legal professional privilege are related but different; not every business communication is privileged.

Use the contact channel identified in your engagement for formal instructions. Urgent travel or legal deadlines should also be raised by telephone. Both parties should retain copies of accepted terms, instructions and material confirmations. A request to change banking details, release a file or instruct a representative may require verification.

Changes to these website terms apply prospectively. They do not silently rewrite an existing accepted quotation or booking. Any agreed variation to an active engagement must be recorded and communicated, and any compulsory legal change applies according to its own terms.

15. Complaints and dispute resolution

Email admin@rusetatmigration.org with “Service complaint”, your reference, what happened, the relevant dates and the outcome you seek. Attach only the records needed to explain the issue. If the complaint is urgent, telephone as well. We will review the matter and explain the response or the next information needed.

You may approach an appropriate ombud, regulator or court in accordance with its jurisdiction and the applicable statutory process. Consumer complaints can be raised through the National Consumer Commission. Privacy and record-access complaints fall within the Information Regulator’s processes. Complaints about a regulated legal practitioner may be raised with the Legal Practice Council where it has jurisdiction.

These terms do not compel private arbitration, make South African statutory remedies conditional on foreign proceedings, or require you to give up a valid complaint. If a term is unenforceable, the remaining lawful terms continue to apply as far as they can operate fairly. No delay in enforcing a right automatically gives up that right.

16. Primary legal references

References are to the legislation as applicable and amended. A law mentioned here does not necessarily govern every foreign supplier or every client transaction in the same way.