Curewell Medical Center

Below is a detailed account of CIBT’s side of the issueAlthough there were delays with the order, the clients were advised prior to submission of the processing time, holiday closures, and issues meeting their need back dateCIBT refunded all order fees in good faith and no further compensation will be made.Detailed Account of EventsTUE, 12/13? • CIBT received the clients’ passports and documents to apply for Indian visas• The agent assigned to the order left a message for the clients advising of several issues with the documents: 1) Handwriting on the applications and ? incorrect data; 2) Missing sufficient proof of residency; 3) Missing photos; 4) Unable to meet the need back date based on the consulate’s processing time (up to business days) and upcoming holiday closuresWED, 12/14• CIBT received the clients’ additional documentsTHU, 12/15• CIBT submitted the clients’ passports and documents to CKGS, the Indian Visa Application Center, for processing? MON, 12/19• CKGS advised CIBT that based on the consulate’s discretion the passports and documents must be withdrawn and resubmitted with new visa applications requesting tourist visas rather than entry visas• The agent spoke to Ms [redacted] about the need to withdraw from the consulate and resubmitThe agent advised Ms [redacted] the withdrawal process takes an average of 3+ business days and the need back date could not be met based on the consulate’s processing time and closuresMs [redacted] confirmed she would like to proceed with the resubmission and would send the new applicationsTUE, 12/20• CIBT received the clients’ new applicationsFRI, 12/23• CKGS returned the passports and documents from the consulateMON, 12/26• Christmas ClosureTUE, 12/27• CIBT resubmitted the clients’ passports and new applications to CKGS for processingWED, 12/28• 1st day of processingTHU, 12/29• 2nd day of processing• Agent advised Mr [redacted] the applications were under process at the consulate? FRI, 12/30• 3rd day of processing• Manager advised Mr [redacted] the applications were still under process at the consulate• Manager advised clients the visas were not ready that afternoon? MON, 1/2• New Year’s Day ClosureTUE, 1/3• 4th processing day• VP spoke to Mr [redacted] about his concerns with the order and advised CIBT was checking with CKGS daily for any new statusWED, 1/4• 5th processing dayTHU, 1/5• 6th processing day• CKGS released the passports and completed visas to CIBT within the stated processing timeResolution• CIBT drove the passports and completed visas directly to the clients’ home on 1/to ensure timely delivery• CIBT waived all service and government fees on the order as a courtesy? Terms & ConditionsWarnings/Disclaimers ?" The issuing authority will make the final determination as to the type of visa or passport, how quickly it will be issued and for what duration it will be issuedPrior to approval, the issuing authority may ask for additional documentationThe issuing authority may reject any visa, passport or other travel document application for any reason and may not provide a reason to CIBTvisas for the rejectionCIBTvisas does not issue visas or passports and therefore, cannot make any guarantee or assurances that any issuing authority will issue any documentCIBTvisas cannot guarantee the time required for an issuing authority to grant or reject an applicationIssuing authorities may choose to grant a different type of travel document than that which the applicant has requested which may impact the purpose, validity or number of entriesAs a result, non-refundable tickets or reservations should not be purchased until all the required travel documents for your trip have been securedCIBTvisas reserves the right to prioritize processing requests according to the travel dates providedCIBTvisas service fees are assessed for taking reasonable actions to foster the issuance of a requested travel documents.CIBTvisas will use its best endeavors to process applications for visas, passports and/or documents at the client's requestHowever, CIBTvisas shall not be held responsible for, nor will accept any liability for, the actions of any consulate, embassy, or passport office in delaying or not issuing such applications for any reason whatsoeverIn addition, CIBTvisas shall not be held responsible for expense and/or delay arising from or in connection with: (a) incomplete application forms or (b) incorrectly or falsely completed application forms or (c) inaccurate or incomplete supporting documentationAny expense or cost incurred by the client due to these delays or non-issuances shall not be the responsibility of, nor shall any charges be levied upon CIBTvisas.Sincerely,Nina [redacted] Quality & Compliance Manager?

Below is a detailed account of CIBT’s side of the issueAlthough there were delays with the order, the clients were advised prior to submission of the processing time, holiday closures, and issues meeting their need back dateCIBT refunded all order fees in good faith and no further compensation
will be made.Detailed Account of EventsTUE, 12/13? • CIBT received the clients’ passports and documents to apply for Indian visas• The agent assigned to the order left a message for the clients advising of several issues with the documents: 1) Handwriting on the applications and ? incorrect data; 2) Missing sufficient proof of residency; 3) Missing photos; 4) Unable to meet the need back date based on the consulate’s processing time (up to business days) and upcoming holiday closuresWED, 12/14• CIBT received the clients’ additional documentsTHU, 12/15• CIBT submitted the clients’ passports and documents to CKGS, the Indian Visa Application Center, for processing? MON, 12/19• CKGS advised CIBT that based on the consulate’s discretion the passports and documents must be withdrawn and resubmitted with new visa applications requesting tourist visas rather than entry visas• The agent spoke to Ms*** about the need to withdraw from the consulate and resubmitThe agent advised Ms*** the withdrawal process takes an average of 3+ business days and the need back date could not be met based on the consulate’s processing time and closuresMs*** confirmed she would like to proceed with the resubmission and would send the new applicationsTUE, 12/20• CIBT received the clients’ new applicationsFRI, 12/23• CKGS returned the passports and documents from the consulateMON, 12/26• Christmas ClosureTUE, 12/27• CIBT resubmitted the clients’ passports and new applications to CKGS for processingWED, 12/28• 1st day of processingTHU, 12/29• 2nd day of processing• Agent advised Mr*** the applications were under process at the consulate? FRI, 12/30• 3rd day of processing• Manager advised Mr*** the applications were still under process at the consulate• Manager advised clients the visas were not ready that afternoon? MON, 1/2• New Year’s Day ClosureTUE, 1/3• 4th processing day• VP spoke to Mr*** about his concerns with the order and advised CIBT was checking with CKGS daily for any new statusWED, 1/4• 5th processing dayTHU, 1/5• 6th processing day• CKGS released the passports and completed visas to CIBT within the stated processing timeResolution• CIBT drove the passports and completed visas directly to the clients’ home on 1/to ensure timely delivery• CIBT waived all service and government fees on the order as a courtesy? Terms & ConditionsWarnings/Disclaimers ??" The issuing authority will make the final determination as to the type of visa or passport, how quickly it will be issued and for what duration it will be issuedPrior to approval, the issuing authority may ask for additional documentationThe issuing authority may reject any visa, passport or other travel document application for any reason and may not provide a reason to CIBTvisas for the rejectionCIBTvisas does not issue visas or passports and therefore, cannot make any guarantee or assurances that any issuing authority will issue any documentCIBTvisas cannot guarantee the time required for an issuing authority to grant or reject an applicationIssuing authorities may choose to grant a different type of travel document than that which the applicant has requested which may impact the purpose, validity or number of entriesAs a result, non-refundable tickets or reservations should not be purchased until all the required travel documents for your trip have been securedCIBTvisas reserves the right to prioritize processing requests according to the travel dates providedCIBTvisas service fees are assessed for taking reasonable actions to foster the issuance of a requested travel documents.CIBTvisas will use its best endeavors to process applications for visas, passports and/or documents at the client's requestHowever, CIBTvisas shall not be held responsible for, nor will accept any liability for, the actions of any consulate, embassy, or passport office in delaying or not issuing such applications for any reason whatsoeverIn addition, CIBTvisas shall not be held responsible for expense and/or delay arising from or in connection with: (a) incomplete application forms or (b) incorrectly or falsely completed application forms or (c) inaccurate or incomplete supporting documentationAny expense or cost incurred by the client due to these delays or non-issuances shall not be the responsibility of, nor shall any charges be levied upon CIBTvisas.Sincerely,Nina ***Quality & Compliance Manager?