1Who we are and what we do
Balcão do Imigrante is a private advisory service of VSN Business Solutions LTDA, CNPJ 58.106.935/0001-37, based at Travessa Dona Paula, Nº 13, São Paulo, SP.
We organise document requests and procedures for Brazilians abroad and act as an intermediary with independent partners and specialists (registry offices, consulates, translators, agents and immigration specialists), who carry out the acts of their own professions.
We are not a government agency, consulate or registry office, have no link to any government and do not issue official documents. Official fees are charged by the competent bodies.
2Account
To hire a service you need an account with true details. The service is for people aged 18 or over; requests involving children are made by a parent or guardian.
You are responsible for keeping your password secret and for what is done in your account. We will never ask for your password by e-mail, phone or WhatsApp.
You can delete your account at any time in “My account” or on the page balcaodoimigrante.net/apagar-conta.
3Estimates and quotes
The amount shown in the simulation is an average estimate for the service, with priority handling already included. It may change after the documents are reviewed.
The final amount is the one in the service order sent by the team. Consular fees, registry fees, court costs, translations, third-party apostilles and shipping are extra unless expressly stated.
4Hiring and payment
You hire a service when you confirm the service order and accept that service's contract. The accepted text is kept in your dashboard.
Payments are made online: in reais via Mercado Pago (credit card in full or in installments, debit or Pix) and in euros or dollars via Stripe (card). We do not store card details.
Some services are paid in two stages: one part on confirmation and the balance when the service is ready. The result and the documents produced are released in the dashboard after the balance payment is recorded in the system. If you prefer, you can pay it all at once in the first stage.
The service starts when the payment clears. Cancellation and refunds follow the service contract and applicable consumer rights.
5What we expect from you
Provide true information and authentic, legible documents, and answer the requests the team makes. Authorities may require additional documents along the way; we tell you before any cost.
Do not use the service for illegal purposes, to send false documents or someone else's without authorisation, or to try to access other people's data or disrupt the website and app.
Treat the team with respect in messages, calls and meetings.
6Tools, content and Balcão IA
The free tools, blog articles and answers from the Balcão IA assistant are for information. They help you understand the path but do not replace the team's review of your case or the authorities' decision.
The Balcão IA Plus subscription is sold only on the website, renews automatically every month and can be cancelled at any time in the dashboard; cancellation applies from the next period. No subscriptions or digital content are sold in the app.
7Calls and meetings
You can talk to the team by voice or video call or meeting on the website and in the app. Calls are not recorded. Do not record or share a meeting without everyone's agreement.
8Liability
We work diligently to see your request through, but ours is an obligation of means: the outcome depends on authorities, registry offices, consulates and courts, whose deadlines and decisions we do not control.
We are not liable for delays or refusals caused by incorrect information, missing documents or new requirements from the competent bodies. Nothing in these terms limits your rights under consumer protection law.
9Brand and content
The Balcão do Imigrante brand, website, app and published texts and images belong to VSN Business Solutions LTDA or its licensors. You may share links but not copy the content for other purposes without permission.
10Privacy
How we process your personal data is described in the privacy policy and the cookie policy.
11Changes and governing law
We may update these terms; when a change is important, we let you know in the dashboard. The date of the last update is at the top. Contracts already accepted remain valid as accepted.
Brazilian law applies, with jurisdiction in São Paulo/SP, without prejudice to the consumer's place of residence where the law guarantees it. Contact: contato@balcaodoimigrante.com.