Issa Compass

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Terms of Service

Effective date: 23 August 2026

Last updated: 9 September 2026

Welcome to Issa Compass, a service provided by Issara Platforms Pte. Ltd. (“Issa Compass,” “we,” “us,” or “our”). These Terms of Service (“Terms”) govern your access to and use of the Issa Compass mobile application and any related services (collectively, the “Service”). By accessing or using the Service, you agree to comply with and be bound by these Terms.

1. Key terms

  • “User” or “you” refers to anyone who accesses or uses the Service.
  • “Content” refers to all data, documents, text, images, and other information provided by you or generated by the Service.
  • “Visa Application” refers to the process facilitated by the Service to assist users in applying for immigration visas to Thailand.

2. Acceptance of terms

By accessing or using the Service, you agree to comply with these Terms and all applicable laws and regulations. If you do not agree, you may not access or use the Service.

3. Modifications to the terms

We reserve the right to modify these Terms at any time. If we make changes, we will notify you through the Service or via email. Continued use of the Service following notice of changes constitutes acceptance of the revised Terms.

4. Eligibility

You must be at least 18 years old and capable of entering into a legally binding contract to use the Service.

5. User accounts

5.1. Account creation

You must create an account to access certain features of the Service. You agree to provide accurate and up-to-date information and maintain the security of your account credentials.

5.2. Account security

You are responsible for safeguarding your password and any activity under your account. Notify us immediately if you suspect any unauthorized use of your account.

6. User responsibilities

6.1. Accurate information

You must provide truthful and accurate information when using the Service, particularly when uploading legal and financial documents (e.g., passports, bank statements, employment letters).

6.2. Compliance with laws

Issa Compass complies with the data protection, privacy, and confidentiality laws of Singapore and Thailand when handling your information. You have the right to access, delete, or request your data in accordance with these laws.

6.3. Use of information for immigration compliance

Issa Compass may use information beyond the visa application for other immigration compliance steps to support your compliance process.

6.4. Disclaimer of professional services

Issa Compass provides expert immigration support services and guidance, supported by experienced professionals. While we provide high-level immigration support, our services do not constitute legal advice or legal representation, and no lawyer-client relationship is created between you and Issa Compass or any of its personnel. We recommend that users consult independent legal counsel for complex legal matters beyond the scope of our service engagement.

6.5. No guarantee of approval

(a) All visa, permit and immigration applications are determined at the sole and absolute discretion of the competent Thai government authorities (the “Relevant Authority”).

(b) Issa Compass has no authority over, and no ability to influence, the decision of any Relevant Authority. We do not and cannot guarantee that any application will be approved, that any particular visa, permit or status will be granted, or that any application will be processed within any particular timeframe.

(c) Any indication given by us as to likely outcomes, processing times or the prospects of an application is an estimate based on our experience and our understanding of current practice at the time it is given. It is not a representation, warranty or guarantee and must not be relied upon as such.

(d) the User acknowledge and agree that Issa Compass shall not be liable for, and that the User shall have no claim against Issa Compass in respect of the refusal, rejection, denial, cancellation or revocation of any application, visa, permit or status, any delay in processing by a Relevant Authority.

6.6. Information and documents provided by the User

(a) Our services consist of the preparation, compilation, review and submission of applications and supporting documents on the basis of the information, documents and instructions that the User provide to us.

(b) the User represents and warrants that all information and documents supplied to us are true, accurate, complete, current and genuine, and that the User have disclosed to us all matters that may be relevant to your application, including any previous refusal, overstay, deportation, blacklisting, criminal record or adverse immigration history in Thailand or any other country.

(c) We do not independently verify, authenticate or investigate the information or documents the User provides, and we are under no obligation to do so.

(d) Issa Compass shall have no liability for any loss, cost, delay, refusal or other consequence arising from or in connection with information or documents that are inaccurate, incomplete, misleading, out of date, falsified or fraudulently obtained, or from the User's failure to disclose any relevant matter.

6.7. Prohibited activities

You agree not to:

  • Use the Service for any illegal purpose.
  • Provide false or misleading information.
  • Attempt unauthorized access to others' accounts or the Service.
  • Engage in activities that disrupt or interfere with the Service.

7. Payment terms

7.1. Payment methods

We accept credit card payment and bank transfers. By using these methods, you represent that you are authorized to do so.

7.2. Fees and charges

You agree to pay the fees specified during the application process.

7.3. Refunds and cancellations

All deposit payments are non-refundable under any circumstances.

Money-back guarantee (eligible plans only). The refund described in this Section 7.3 is available only to users whose purchased plan expressly includes the money-back guarantee as a listed feature. If your plan does not include the money-back guarantee, all fees are non-refundable regardless of the visa outcome, except as required by law. The same refund applies to every eligible visa type, as set out in Section 7.3.1, and is subject to the conditions in Section 7.3.2 and the exclusions in Section 7.3.3.

Which version applies to you. The version of the money-back guarantee that applies to you is fixed at the time you pay, and does not change afterwards. Where a plan is paid by deposit or in instalments, the date and time of your first payment for that plan determines which version applies.

Purchases made on or before 28 August 2026 at 11:59pm Thailand time (ICT, UTC+7). These are governed by the money-back terms published at the time of purchase, not by Sections 7.3.1 and 7.3.2 below. Under those terms, for an eligible plan, if the visa was not approved by the government you may choose either (a) a refund of all fees, including our service fee and the government fees, or (b) one further application in another country at no additional service fee. Both options remain subject to the exclusions listed in Section 7.3.3, which are unchanged. The conditions in Section 7.3.2 do not apply to these purchases.

If option (b) is no longer available to you because a government authority has changed where, or by whom, applications of that type may be filed, we will instead offer one further application at any other embassy, consulate, or application channel for which you remain eligible, at no additional service fee. If no such route remains available to you, option (a) continues to apply.

Purchases made on or after 29 August 2026 at 12:00am Thailand time. These are governed by Sections 7.3.1 to 7.3.5 as set out below. The refund under Section 7.3.1 is a refund of our service fee only. Government visa fees and other embassy or third-party charges are not refunded.

7.3.1. Money-back guarantee

If the visa is not approved by the government, you may receive a refund of our service fee only. Government visa fees and other embassy or third-party charges are not refunded under this section.

A partner course or membership fee is refunded only if your package or payment confirmation stated that that fee is covered by the money-back guarantee.

7.3.2. Conditions

Section 7.3.1 applies only if all of the following are true:

  1. You provide every document required for the visa type you selected. A criminal record certificate or police clearance is a required document for the Destination Thailand Visa and for some other visa types. If you cannot provide a required document, the money-back guarantee does not apply.
  2. For a Destination Thailand Visa, the application is submitted to the Thai embassy or consulate covering your country of citizenship, or a country where you hold legal residency and can document it. Destination Thailand Visa applications submitted from any other country, including as a visitor or on a temporary stay, are not eligible.
  3. None of the exclusions in Section 7.3.3 apply.

7.3.3. Shared exclusions

However, no refund will be provided if any of the following apply:

  1. The user does not attend an interview or appointment requested by the Thai embassy or immigration office, even after Issa Compass has notified them (note: interview or appointment dates may be fixed or within a date range and are determined solely by the relevant government authority, not Issa Compass).
  2. The user fails or refuses to provide documents requested by the relevant government authority that are in their possession or that they could reasonably obtain, including completing any required notarization, legalization, certification, or similar formalities when specifically requested by the embassy or immigration authority.
  3. The user leaves the submission country while the visa application is being processed.
  4. The user fails to maintain at least the required funds in the same bank account used for the visa application, without interruption, until the visa decision is issued by the relevant government authority.
  5. The user intentionally omits material information, including but not limited to previous visa applications, visa refusals, cancellations, or other immigration history that may affect or be relevant to the current application.
  6. The user intentionally provides false or misleading information.
  7. The user does not comply with the rules or procedures of the visa application process.
  8. The user has a criminal record in any country.
  9. The user's passport is damaged or lost before or during the application process in a way that may result in rejection.
  10. The user requires direct access to the e-visa application portal or submits the application independently under a plan where Issa Compass is responsible for submission. This does not apply to plans that are expressly designated as self-submission plans.

7.3.4. Withdrawal before submission

If you have paid but choose not to proceed with the application before it has been submitted to the embassy or immigration office, we will refund government fees that we have not yet paid to the relevant authority. Our service fees are non-refundable. Partner course, membership, and other third-party fees are refundable only to the extent that the relevant third party refunds them to us, and are subject to that provider's own cancellation policy, which we will identify to you on request. Deposit payments are non-refundable in accordance with this Section 7.3.

7.3.5. Changes in government policy or eligibility

Immigration rules, procedures, fees, eligibility criteria, and the availability of particular embassies, consulates, or application channels are determined by government authorities and may change at any time, including after you have purchased a plan and after preparation of your application has begun.

A change of this kind is not a refusal of your visa for the purposes of Section 7.3.1 and does not give rise to a refund of our service fees. Where such a change makes your intended application route unavailable, we will re-prepare and re-plan your application for an alternative route or post for which you remain eligible, for the same visa type, at no additional service fee.

You remain responsible for government fees and third-party charges applicable to the revised filing, and for your own travel, accommodation, courier, translation, legalisation, and similar costs, including any such costs already incurred in reliance on the original plan. The conditions in Section 7.3.2 and the exclusions in Section 7.3.3 apply to the revised filing in the same way, and references in Section 7.3.3 to the submission country mean the country of the revised filing. If you choose not to proceed with the revised route, Section 7.3.4 applies.

If no alternative route remains available for the visa type you purchased and we are therefore unable to file on your behalf, we will refund government fees that we have not yet paid to the relevant authority, and apply our service fee as a credit against another visa service for twelve months from the date of purchase. Deposit payments remain non-refundable in accordance with this Section 7.3.

7.4. Payment disputes

You agree to notify us immediately in the event of a payment dispute and cooperate with us in resolving the matter. We will review the dispute and may require additional information from you.

8. Service availability and disclaimers

8.1. Service availability

We strive to maintain the Service's availability but do not guarantee specific response times or outcomes.

8.2. Disclaimers

Issa Compass assists with visa applications but is not responsible for final approval, which is determined by government authorities. Issa Compass is not responsible for any delays, rejections, or compliance issues arising from government authorities or your failure to meet deadlines or provide accurate information.

8.3. Preparation assistance and self-submission plans

Issa Compass assists Users in preparing their visa applications. Certain plans require the User to submit the visa application to the relevant government authority themselves.

Where the User submits the application on their own, the User is solely responsible for the accuracy, completeness, and timeliness of the submission, and Issa Compass is not liable for any errors, omissions, missed deadlines, rejections, or other consequences arising any changes made by the User to materials prepared by Issa Compass. Issa Compass is not liable for any rejection or other consequence to the extent arising from the User's own submission, acts or omissions, or modifications to materials prepared by Issa Compass. This does not exclude or limit Issa Compass's responsibility for any errors or omissions in materials or guidance prepared or provided by Issa Compass, or for Issa Compass's breach, negligence or failure to provide the Services in accordance with the agreed service standard, subject to the limitations of liability set out in these Terms.

8.4. AI-generated content

The Service uses artificial intelligence (“AI”) to generate guidance, document checks, and other outputs. AI-generated outputs may contain errors, omissions, or inaccuracies and do not constitute legal advice. Users are responsible for reviewing all AI-generated content before relying on it or submitting it to any government authority.

To the maximum extent permitted by law, Issa Compass does not warrant that AI-generated outputs will be complete, accurate or error-free and shall not be liable for any loss or damage arising from any error, omission or inaccuracy in, or reliance on any AI-generated outputs. This limitation is subject to the limitations of liability set out in clause 10 herein and does not exclude or limit any liability that cannot lawfully be excluded or limited, including liability arising from Issa Compass's fraud, wilful misconduct, or gross negligence.

9. Security and unauthorized access

We implement reasonable administrative, technical, and organisational safeguards designed to protect client data and account access. However, no system, transmission method, or third-party service can be guaranteed to be fully secure, uninterrupted, or free from unauthorized access, malware, fraud, spoofing, social engineering, or other cyber incidents.

The User is responsible for maintaining the confidentiality and security of its credentials, devices, email accounts, and communication channels, and for ensuring that only properly authorized persons access the Services. The User must notify us immediately upon becoming aware of any suspected unauthorized access, phishing attempt, credential compromise, or suspicious instruction.

We are responsible for losses to the extent directly caused by a security incident affecting our systems or personnel, or our failure to follow any security or verification procedures expressly agreed with the User, subject to the limitations of liability set out in these Terms. The User is responsible for losses to the extent arising from compromised credentials, devices, email accounts or communication channels within the User's control, except to the extent caused or contributed to by our breach, negligence or failure to follow such agreed security or verification procedures.

We may suspend or restrict access, require re-verification, or delay acting on any instruction where we reasonably suspect fraud, security compromise, or legal/regulatory risk. The User should only make payments through, and rely on payment instructions communicated through, our official payment or communication channels notified to the User. Any change to our payment instructions will be subject to our applicable verification procedures.

10. Limitation of liability

To the maximum extent permitted by law, we will not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, or for any loss of profits, revenue, business, reputation, goodwill, anticipated savings, or data, arising out of or related to the Services.

Subject to the exclusions below, our aggregate liability arising out of or related to the Services, whether in contract, tort (including negligence), breach of statutory duty or otherwise, will not exceed the total fees paid by the User to us in the twelve (12) months preceding the event giving rise to the claim.

The foregoing exclusions and cap do not apply to liability arising from: (a) death or personal injury caused by our negligence; (b) our fraud or fraudulent misrepresentation; (c) our wilful misconduct or gross negligence; or (d) any other liability that cannot lawfully be excluded or limited.

Nothing in these Terms excludes or restricts any liability to the extent that such exclusion or restriction would be prohibited or would fail to satisfy any applicable requirement of reasonableness under the Unfair Contract Terms Act 1977 of Singapore or any other applicable law.

11. User-side fraud / scam losses

We are not responsible for losses resulting from unauthorized access, payment instructions, data disclosures, or document misuse where such loss arises from:

  • The User's or its users' failure to safeguard credentials, devices, inboxes, OTPs, or communication channels;
  • malware or compromise on User-side systems;
  • spoofed or fraudulent messages not actually sent by us; or
  • scams/social-engineering events in which the User or its users were deceived into authorizing or facilitating the loss,

except to the extent directly caused by our fraud, wilful misconduct, gross negligence, or non-excludable breach of law.

12. Indemnity

The User will defend, indemnify, and hold harmless Issa Compass and its affiliates, officers, employees, and contractors from and against third-party claims, losses, liabilities, damages, fines, penalties, and reasonable professional fees to the extent arising out of or resulting from: (a) the User's material breach of these Terms; (b) the User's fraud, wilful misconduct or violation of applicable law; (c) any false, inaccurate or misleading documents or information supplied by or on behalf of the User; or (d) any unauthorised access to or misuse of the Services caused by the User, its users, agents, systems, devices or communication channels.

The foregoing indemnity will not apply to the extent that the relevant claim, loss or liability is directly caused by Issa Compass's fraud, wilful misconduct or gross negligence. Any fines or penalties will be covered only to the extent permitted by applicable law and directly attributable to the User's acts or omissions.

Issa Compass will provide the User with reasonable notice of any third-party claim for which indemnification is sought.

13. Content ownership and license

13.1. Your content

You retain ownership of the content you upload. You grant Issa Compass a limited, non-exclusive, royalty-free license to use your content with our group companies, service providers, professional advisers and relevant government authorities, solely for the purpose of providing the Service, including preparing and submitting visa applications on your behalf, and subject to our Privacy Policy. Any documents or other materials generated through the Services for your application may be used by you for the purposes for which they are provided.

13.2. Issa Compass content

All content provided by Issa Compass, including text, images, and software, is our property and protected by intellectual property laws. You may not use, reproduce, or distribute Issa Compass content without our prior written permission.

14. Termination and suspension

14.1. Termination by you

You may terminate your account at any time through your account settings in the mobile application or by contacting contact@issacompass.com.

14.2. Termination by Issa Compass

We may suspend or terminate your access to the Service if you:

  • Violate these Terms and, where the breach is capable of remedy, fail to remedy the breach within 7 days after receiving notice from us.
  • Engage in fraudulent or illegal activities.
  • Attempt to hack or misuse the Service.
  • Fail to pay for services rendered.

We may suspend or terminate your access immediately and without prior notice where we reasonably consider this necessary due to fraud, security concerns, illegal activity or applicable legal or regulatory requirements.

14.3. Effect of termination

Upon termination, your right to use the Service will immediately cease, subject to any access we may provide to enable you to retrieve your documents or information. Any ongoing visa application or government submission will be handled in accordance with the applicable Service terms and any instructions agreed with you. Any outstanding payments for Services already provided will remain due, and you will not be entitled to a refund for Services already provided. Where we terminate an ongoing paid Service other than as a result of your breach of these Terms, any prepaid fees relating to Services not yet provided will be refunded, subject to any non-refundable fees disclosed to you before payment and applicable law.

15. Third-party links and referrals

The Service may contain links or referrals to third-party websites or services. Issa Compass does not endorse or assume any responsibility for the content, products, or services offered by third parties. Users access these third-party services at their own risk and should review the terms and policies of any third party before using their services.

16. Jurisdiction and governing law

These Terms are governed by the laws of Singapore. Any disputes arising from or related to these Terms or the use of the Service shall be subject to the exclusive jurisdiction of the courts of Singapore.

17. Dispute resolution

Before resorting to legal action, you agree to try to resolve any disputes with us informally by contacting contact@issacompass.com. We will attempt to resolve the dispute within 30 days of receiving your communication.

18. Notices

All notices or other communications required or permitted to be given under these Terms shall be in writing and delivered to Issa Compass at the following address: 32 Pekin Street #05-01, Singapore (048762).

19. Entire agreement

These Terms, together with the Privacy Policy and any other legal notices published by Issa Compass, constitute the entire agreement between you and Issa Compass concerning the Service.

20. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

21. Waiver

No waiver of any term of these Terms shall be deemed a further or continuing waiver of such term or any other term, and Issa Compass' failure to assert any right or provision under these Terms shall not constitute a waiver of such right or provision.

22. Contact information

If you have any questions or concerns about these Terms, please contact us at contact@issacompass.com.

By using Issa Compass, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.