Terms and Conditions

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Use and Collection of Information

The United States (U.S.) Department of State (DoS) contracted CGI to provide general information and administrative services related to U.S. visa applications. In order to provide these services, CGI collects personal information including, but not limited to: name, address, date of birth, passport number, Internet Protocol (IP) address, and other data points. All information collected through this service is captured and stored on computer systems maintained in the United States, pursuant to CGI’s contract with DoS.

MRV Fees

  • If you have encountered an error with your payment or you believe your payment was not successful, DO NOT PAY THE FEE A SECOND TIME AS IT WILL NOT BE REFUNDED. We recommend you check your bank account. If your bank account was debited and you cannot schedule your appointment, please contact our call center for further assistance.
  • Machine Readable Visa (MRV) fees are non-refundable and non-transferable, this fee may be used for scheduling an appointment within one year from the date of payment or as per the Visa Fee Validity Extension guidance in effect as a result of the suspension of routine visa services.
  • The MRV fee may be used for a limited number of appointment reschedules. Once tagged to a profile or used for the initial appointment, the MRV fee cannot be transferred to another applicant.
  • All payments must be made only in the local currency at any Raiffeisen Bank Aval (RBA) branch and are valid only for appointments scheduled in Ukraine. MRV fees cannot be transferred to a U.S. Embassy/Consulate outside of Ukraine. In such cases, the applicant will need to purchase a new MRV fee in the country where he/she wishes to apply.
  • Delays in processing the payment
  • Underpayments which may require another payment to reach the full amount due
  • Problems with processing the payment which may require that the payment be made again

Changes to Procedures and Fees

  • The procedures and fees of U.S. Non-Immigrant and Immigrant Visas are outside CGI’s control and are subject to change without notice. CGI does not accept responsibility for any changes in procedures or fees and reserves the right to pass on increases in fees.

Call Center

  • Our call center provides general information in line with U.S. Embassy/Consulate to Ukraine instructions.
  • Call center agents cannot provide assistance with completing the DS-160/260 application forms. They also cannot advise applicants on the visa class they should apply for, nor identify specific documents the applicant should present during the interview.
  • All phone calls received that support the service may be recorded for quality and training purposes. In such cases, the user(s) will be informed of this practice and its purpose at the start of any such interaction.
  • The call center may be reached by phone, email, chat or skype only via the contact information provided on the website section “Contact us”.

Data Collection

CGI processes personal information collected through this website for the purposes of:

  • Handling/responding to applicant inquiries and requests
  • Processing requests for visa applications and appointments services
  • Tracking application progress


  • CGI is not responsible for the authenticity or accuracy of the information provided by any applicant. It is the applicant’s responsibility to ensure that the information provided to CGI is accurate.

Emergency appointments

  • A request for an emergency appointment can only be made online via the applicant’s profile; by the applicant personally, or by the applicant’s representative acting on their behalf. An emergency appointment may only be requested once per application.
  • Emergency requests are subject to Embassy/Consulate approval. Before requesting an emergency appointment, applicants should ensure they have documentary evidence to prove the urgency.
  • Cases that may be considered an emergency may include urgent medical care for oneself or for a relative or employer that must be accompanied; a funeral/death; urgent business travel; ESTA Denied, or students or exchange visitors. Please carefully follow the instructions noted on the Apply for an Expedited Appointment page of our website.

Group appointment

  • Once it is approved, the group coordinator may schedule the group appointment, but each applicant must complete his/her own Form DS-160 and pay the MRV fee. The time frame in which the group can be scheduled is limited; do not forget to check the expiration date in the notification received by the group coordinator.
  • It’s mandatory to upload the list of group members and invitation letter from the US with your request. Please submit the full name and date of birth of each applicant. Should you fail to provide a full list of group members, your group request will not be considered. Detailed information on group scheduling can be found on Group Appointments page of our website.

Appointment availability

  • Appointments are provided on sequential basis and dependent on certain criteria of the applicant. Embassies and Consulates may have a separate process on how to prioritize certain visa cases based on criteria that might vary or change. CGI is neither responsible for determining these criteria nor able to guarantee any appointment or other services.

Wait Time for Interview

  • The estimated wait time to receive an interview appointment at a U.S. Embassy or Consulate can change and is based on actual incoming workload and staffing. These are estimates only and do not guarantee the availability of an appointment.

Passport delivery

  • Passports are delivered only within the serviceable area of Ukraine. The delivery address or pickup location can only be changed until 11:59 p.m. the day of interview appointment. If this needs to be changed, it can be done in the applicant profile on the ustraveldocs.com website.
  • If application is approved, applicant passport and visa will be delivered either:
  • to applicant home/office address (Premium Delivery Option). There is an additional fee of UAH 60 (per one passport) within Zone 1 of cities of Ukraine and UAH 200 (per one passport) for other cities of Ukraine which are not included in the list of Zone 1 associated with this service which is paid directly to TMM Express on delivery.
  • or TMM Express will hold applicant passport with visa for applicant to pick up at the TMM Express pick-up location applicant specified when applicant scheduled your interview. There is no additional fee associated with this option.
  • If applicant chose Premium Delivery, TMM Express will contact applicant to schedule a date and time for delivery. Someone must be present at applicant home/office when the courier comes to deliver applicant passport. Please note that TMM Express will make only a limited number of attempts to deliver the passport(s) to applicant home/office address. After it applicant’s passport will be returned to the Embassy/Consulate and applicant will then be contacted by the Embassy Consulate to determine how applicant passport can be returned to applicant. 
  • Passports not collected within 15 calendar days from one of pick up locations or not delivered to provided applicants address under Premium Service due to fact that applicant was absent, will be RETURNED to the respective U.S. Embassy/Consulate. Applicants will then need to pick up their passports/documents directly from the U.S. Embassy/Consulate.
  • To collect the passport, the applicant must present their own original, government-issued photo ID. Representatives collecting a passport for the applicant must present:

 A representative of an applicant over the age of 16 (including family members) must present:

  • The representative’s original internal Ukrainian passport.  Third country nationals should submit government /university issued photo identification. 
  • A photocopy of the applicant’s internal Ukrainian passport or third country national government/university issued photo identification.
  • An authorization letter, signed by the applicant, permitting the applicant’s representative to collect the passport.

The authorization letter must contain the following information:

  • The representative's full name and number of internal Ukrainian passport or third country national government /university issued photo identification.
  • The applicant’s name and signature.

If an applicant is under the age of 16, the following documents are required by the parent or guardian:

  • The parent’s or guardian’s original internal Ukrainian passport.  Third country nationals should submit government / university issued photo identification. 
  • A photocopy of the birth certificate of the applicant.
  • The original document confirming guardianship (birth certificate, court decision, etc.)

A representative identified by the parent or guardian of an applicant under the age of 16 must present:

  • The representative’s original internal Ukrainian passport.  Third country nationals should submit government /university issued photo identification. 
  • A photocopy of the birth certificate of the applicant.
  • A signed authorization letter by the parent or guardian.
  • A photocopy of the internal Ukrainian passport or third country national government/university issued photo identification of the parent or guardian who signed the authorization letter.
  • A photocopy of the guardian’s document confirming guardianship. (birth certificate, court decision, etc.)

       The authorization letter must contain the following information:

  • The representative’s full name and number of internal Ukrainian passport or third country national government/university issued photo identification.
  • The parent’s or guardian’s name and signature.

Note: In case of a group/family, a single signed authorization letter will be accepted.  The group authorization letter must contain the full name, signature and number of the internal Ukrainian passport or third country national government/university issued photo identification for whom the representative wishes to retrieve the passport.  A photocopy of the internal Ukrainian passport or third country national photo identification for each applicant should be attached to the single authorization letter.

A representative of a group of children from an orphanage must present:

  • The representative’s internal Ukrainian passport. Third country nationals should submit government/university issued photo identification. 
  • An authorization letter signed and stamped by the director of the orphanage containing the full name of the applicant and number of the travel document to be retrieved.
  • A photocopy of the internal Ukrainian passport belonging to the director of the orphanage who signed the applicant’s authorization letter.
  • The applicant shall, at his/her sole risk, be responsible for taking all reasonable steps to prevent unauthorized persons from collecting the passport.

Visa Issuance

The decision to issue or refuse a visa is made solely by the Embassy in Ukraine.

Internet-based Transfers

Given that the Internet is a global environment, using the Internet to collect and process personal data necessarily involves the transmission of data internationally. By browsing this website and communicating electronically with CGI, applicants acknowledge they understand this and agree to CGI processing personal data in this fashion.

Other Websites

CGI’s website may contain links to other websites which are outside CGI control and are not covered by this privacy policy. Should applicants access other sites using the links provided, the operators of those sites may collect applicant information. They may use this information in accordance with their privacy policies, which may differ from CGI’s. Neither CGI, our officers, employees, or agents shall have any responsibility or liability of any nature whatsoever for these other websites or any information contained in them, none of which have been verified or endorsed by CGI or affiliates.


The contents of these Terms and Conditions may be changed at any time and users will be subject to terms applicable at the time of usage.