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. CGI provides support services such as collecting applications data, assisting with scheduling U.S. Embassy or Consulate appointments, fee collection services and supporting applicants with call center and document delivery services. 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 and are valid only for appointments scheduled in the country where the payment was made. MRV fees cannot be transferred to a U.S. Embassy/Consulate outside of the country where the payment was made. In such cases, the applicant will need to purchase a new MRV fee in the country where he/she wishes to apply.

Payments made using a deposit slip that is past its expiration date, or payments made using fee collection methods and vendors not listed on our website’s Bank and Payment Options page/Pay My Visa Fee page, may cause the following issues:

  • 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 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 are recorded for quality and training purposes.

The call center may be reached by phone, email, or chat only via the contact information provided on the www.ustraveldocs.com website on Contact Us page.

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 U.S. Embassy/Consulate approval. Before requesting an emergency appointment, applicants should ensure they have documentary evidence to prove the urgency. Effective from April 30, 2021 applicants for non-immigrant visas no longer can submit an emergency request.

Group appointment

A request for a group appointment can only be made online in the group coordinator’s profile and is subject to U.S. Embassy/Consulate approval.

U.S. Embassy Moscow no longer offers non-diplomatic visa services. Russian nationals may continue applying for non-immigrant visas at any U.S. embassy or consulate where they can obtain an appointment. All consular services at the U.S. Consulates in Yekaterinburg and Vladivostok remain in suspended status.

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 Russian Federation. The delivery address or pickup location can only be changed before 11:59 p.m. on the appointment date. If this needs to be changed, it can be done in the applicant's profile or by contacting call center.

CGI provides return delivery of the documents as a premium delivery service.

Passports not collected within 15 working days from pick up locations listed on the www.ustraveldocs.com website, 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 his own original, government-issued photo ID. Representatives collecting a passport for the applicant must have their own original, government-issued photo ID, a photocopy of the applicant’s ID, and an original authorization letter. For groups, one original authorization letter for all applicants in the group is sufficient.

The applicant shall, at his/her sole risk, be responsible for taking all reasonable steps to prevent unauthorized persons from collecting the passport.

CGI delivers back to the applicants only those documents that were passed on delivery by the U.S. Embassy/Consulate. CGI is not responsible for location of the additional documents that have not been passed on delivery by the U.S. Embassy/Consulate to CGI.

Visa applications without a consular interview and additional documents may only be dropped off at office of courier service listed on the www.ustraveldocs.com website. CGI is not responsible for delivery and correct processing of the documents submitted to the U.S. Embassy/Consulate in any other way.

Visa Issuance

The decision to issue or refuse a visa is made solely by the U.S. Embassy or Consulate. CGI has no role or influence over the outcome of an application and will not offer any evaluative advice.

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, nor 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.