General Information

1. Scope of application of these terms and conditions

These terms and conditions are applicable to any and all services (hereunder referred to as “Service” or “Services”) offered by AUGENTIC PassCam SA (hereunder referred to as « AUGENTIC ») on behalf of the DGSN or on its own behalf to persons (hereunder referred to as “Applicant”, “Applicants”, “Customer”, or “you”, “your”) wishing to submit a biometric passport application to the DGSN through AUGENTIC and to the eventual provision of information by AUGENTIC concerning such biometric passport  application. These terms and conditions cover, without limitation and depending on the nature of your application for a biometric passport (hereunder referred to « Passport Application »):

• the registration by the Applicant on the AUGENTIC website for the purpose of creation of an account,
• the provision of the Applicant’s personal data
• the booking by the Applicant of an appointment for the purpose of submission of biometric data,
• the confirmation by AUGENTIC of the Applicant’s appointment,
• the attendance by the Applicant at the Biometric Passport Application Centre of choice to the appointment for the purpose of collection of the biometric data for the Passport Application by AUGENTIC,
• the payment of the Passport Application related fees,
• the review of the data provided by the Applicant by DGSN for the purpose of verification of the applicant’s personal data,
• the production of a biometric passport based on the Passport Application

These terms and conditions shall be the contract governing the provision of Services by AUGENTIC to the Applicant. You hereby accept and confirm that, prior to submitting your Passport Application, you have read, understood and agreed to be bound by, without limitation or qualification, these terms and conditions. These terms and conditions may be accessed and viewed on the AUGENTIC website at any time. All changes, amendments, amplifications or withdrawals to or of these terms and conditions from time to time shall be published on the AUGENTIC website. These amended terms and conditions, as displayed on the AUGENTIC website, shall prevail over any previous version of these terms and conditions or over any other conflicting documents. Save for clear proof to the contrary, the data recorded in the AUGENTIC information system shall constitute proof of all transactions the Applicant has entered into with AUGENTIC. These terms and conditions are not applicable to any and all services provided and/or decisions made concerning your Passport Application by the DGSN. You hereby acknowledge and agree that AUGENTIC is an intermediary between you and the DGSN as its agent, and that no claims regarding the decisions made about your Passport Application shall be addressed to AUGENTIC.  

2. Service Orders

In order to order any Service to be provided by AUGENTIC, the Applicant is required to complete the following actions via the AUGENTIC website:

• register on AUGENTIC website and create an account,
• log in and fill in the online application form where applicable,
• book an appointment to submit the biometric data at the Passport Application Centre of choice.

AUGENTIC will only accept a booking and order of the Services if the Applicant has previously confirmed, in such manner as AUGENTIC may determine, to abide by these terms and conditions whilst registering. Such confirmation constitutes the proof of the contract for provision of Services to You. A booking of Services shall not be deemed final until AUGENTIC has acknowledged acceptance of the order and has received full payment of the price of the Passport Application related fees (the « Passport Application Fee »). AUGENTIC reserves the right to cancel or refuse any Service order if there is an existing dispute with the Applicant regarding the payment for previous Service orders.  

3. Service Fees-

3.1 General conditions for the fees to be paid Fees stated are only valid on the day that such fees are quoted. For biometric passport applications on a later date, the fees may be subject to change. The Passport Application Fee is fixed in XAF but payable in the currency of the country where the Biometric Passport Application Centre is situated. The exchange rate between these currencies is decided by AUGENTIC and is subject to periodical variation, therefore the amount in local currency you are requested to pay may differ from the one quoted. The Passport Application Fees are displayed on AUGENTIC website or at the DGSN. Unless otherwise stipulated in these terms and conditions, e.g. clause 3.2 below, all costs of shipping passports, supporting documents and issuing authority decisions to you are included in the final total price based on information provided by you and the available delivery methods selected by you. All fees must be received in full under the available payment options as cleared funds for the application to be processed. Except where covered in our refund policy below, fees are non- refundable and non-transferable once the Service is completed or after the application is transferred to the DGSN and whether or not the Passport Application is ultimately approved by the DGSN or whether or not you decide to withdraw your biometric passport application (e.g. if you do not attend the appointment for submitting the biometric data).   3.2 Passport Application Fee for the submission and processing of your biometric passport application (hereunder referred to as “Service Fee”). The Passport Application Fee for the processing of your Passport Application is agreed between the DGSN and AUGENTIC. Any change to the Passport Application Fee shall be made in accordance with the agreement reached with the DGSN and shall be duly displayed on the AUGENTIC website or at the DGSN. AUGENTIC shall issue Applicant with a receipt upon payment of the Passport Application Fee. AUGENTIC has no control over, and does not accept any liability whatsoever for increases or amendments to the Passport Application Fees collected by AUGENTIC. AUGENTIC has no control and does not accept any liability whatsoever for any fees exceeding the Passport Application Fee charged by any embassy or consulate of the Republic of Cameroon hosting a Passport Application Centre or by the countries of the Applicant’s residence. Such fees, if any, are collected by the embassy or consulate or the country of the Applicant’s residence on their own behalf and AUGENTIC accepts no claims for refund of such fees and such claims are not to be addressed to AUGENTIC.  

4. Payment terms

The Passport Application Fee may be payable in full through either on the day the Applicant books an appointment to submit its Passport Application or at later stage before the applicant comes to the appointment, through the following methods, each depending on the moment when the Passport Application Fee are paid, such as specified on the AUGENTIC website:

• by Mobile Money;
• by credit/debit card and for distant payments (online, phone, etc.) by a secure payment method;
• by any other means of payment accepted by AUGENTIC after these terms and conditions came into force.

AUGENTIC will issue the Applicant with a receipt for the transaction upon receiving cleared payment of the AUGENTIC Fees. Applicant is liable for any charges and interest he or she may incur by using the available payment method. Payment data is encrypted before transfer using Secure Sockets Layer (SSL) protocol. AUGENTIC shall not be required to provide any Services if the Passport Application Fees have not been paid in full. Payments shall not be deemed complete until AUGENTIC has duly received the full amount of the Passport Application Fee in fully cleared and available funds.  

5. Provision of Services

AUGENTIC undertakes to use its reasonable endeavours to provide the Services to Applicants depending on appointment date they have chosen. AUGENTIC will process all Passport Applications with reasonable care and skill and in accordance with all procedures prescribed by the DGSN. However, whilst we use reasonable care to check your application form for obvious errors on the face of the form, we do not guarantee that all errors on your form will be detected, and we do not undertake to verify any information you provide. You are responsible for ensuring that all information and documentation you provide is accurate, true and up to date. AUGENTIC accepts no liability howsoever arising for any delay in the provision of the Services caused by an event or by a third party, which is beyond the control of AUGENTIC. Timeframes for any receipt of decisions on your biometric passport application from the DGSN are estimates only, based on information and experience with the DGSN, which are outside of the influence of AUGENTIC and cannot be guaranteed. Making use of the urgent appointment service, if applicable, will not guarantee that your Passport Application will be expedited or processed by the DGSN more quickly. Applicants are recommended not to make bookings related to their travel prior to receiving a decision on their Passport Applications. In case Applicants are required to make such bookings in advance, they should consider a reasonable timeline for the processing of their Passport Applications prior to making such bookings. Applicants bear responsibility to carefully read and understand the requirements set out in Passport Application forms, complete them truthfully and with correct and accurate information, to provide the correct supporting documentation, to ensure that they have a valid documents  as well as to check the validity of the biometric passport issued (including with regard to the date of issue, validity, type of passport etc) on its receipt. Applicants shall provide valid contact details to AUGENTIC in order for AUGENTIC to contact them in case any issue arises with the Applicants' Biometric Passport application or if additional documentation is required. AUGENTIC accepts no responsibility for any losses arising from any inability to contact the Applicants resulting from lack of contact details provided, or in case of Applicant’s mobile phone is switched off, disconnected or not equipped with voice mail.  

6. Cancellation policy

AUGENTIC shall not refund any payments of Passport Application Fees made to AUGENTIC by Applicants on grounds that the DGSN refuses to approve the biometric passport application or on grounds that the Applicant decide to cancel the ongoing application once the procedure is underway. The Passport Application Fees are non-refundable and non-transferable fees. If AUGENTIC has, however, committed an act of gross negligence or of wilful misconduct in relation to a Passport Application submitted, resulting in the Passport Application being rejected or in loss of Applicant’s passport duly approved and produced, then AUGENTIC may refund to the Applicant the Passport Application Fee only.    

7. AUGENTIC’s liability

The DGSN gives no competence and powers whatsoever to AUGENTIC with regard to the assessment of Passport Applications or to make decisions regarding Passport Applications. As a result, AUGENTIC accepts no liability howsoever arising regarding the decisions made by the DGSN with respect to your Passport Applications and regarding any delay by the DGSN in the assessing, granting or rejecting your Passport Application or for requesting of further information with respect to your Passport Application. AUGENTIC accepts no liability for loss, delay or non-issuance of any Passport Application or biometric passport arising from or in connection with (including but not limited to) incomplete application forms, incorrectly or falsely completed application forms, and inaccurate, incomplete or false information or supporting documentation. AUGENTIC accepts no liability to any Applicant or any other person relying on or benefiting from any Passport Applications for any costs or expenses incurred in reliance on or in anticipation of receiving such biometric passport, whether within a particular timeframe or at all, including but not limited to any travel and/or accommodation arrangements made. AUGENTIC accepts no liability for any loss of profit, business interruption, loss of business or business opportunity, wasted expenditure, or any other loss or damage suffered or incurred by any person howsoever arising as a result of any delay, misplacement, loss or damage of Passport Applications, biometric passports, other documents, or due to negligence or breach of contract in connection with any Passport Application, passport processing or any advice or information given in relation to any Passport Application. AUGENTIC accepts no liability to any Applicant or any other person relying on or benefiting from any Passport Application for any indirect, punitive, incidental, special, or consequential damages or any damages whatsoever due to any delay, misplacement, loss or damage of Passport Applications, biometric passports and other documents due to negligence or breach of contract in connection with any Passport Application, passport processing or any advice or information given in relation to any Passport Application. AUGENTIC shall not be considered to be in breach of contract and liable in any way for any delay, loss, damage to any biometric passport or any other document or the Passport Application due to an event outside of the control of AUGENTIC including but not limited to any accident, theft, natural calamities, general electricity and telecommunications outages, strikes, riots, protests not arising out of a wilful misconduct of AUGENTIC. AUGENTIC shall not be liable for any loss, delays, damages to any Passport Applications, biometric passport or any other documents caused by You or any third party and outside of the control of AUGENTIC. AUGENTIC shall bear no liability for any delays, loss or damage to any Passport Applications, any biometric passport or any other documents, caused by, or occurring whilst in the possession of any third party courier service, including transportation of Passport Applications, biometric passports or any other documents between AUGENTIC and the DGSN or when being returned to the Applicant. In the exceptional case where an Applicant’s submitted Passport Application or other document is lost or seriously damaged which leads to the passport being rejected or being unusable due to a gross negligence act committed by AUGENTIC, AUGENTIC will refund to the Applicant only the Passport Application Fee. Applicant shall submit an original payment receipt in order to claim a refund. AUGENTIC shall not pay to the Applicant any other costs incurred by the Applicant to obtain the replacement, including without limitation travel charges, accommodation charges, losses due to lost time.  

8. Data protection

The entity responsible for processing data collected for your Passport Application is AUGENTIC. AUGENTIC collects personal data from Applicants in relation to applications for ordinary biometric passports, including information provided through printed and website application forms, and other documents. This information may include names, addresses, contact details, place of birth, employment details, travel details, biometric data such as fingerprints and biometric pictures. AUGENTIC only requests, collects and processes personal data which is strictly required for the purposes of providing the Services subject to these terms and conditions, including but not limited for the purpose of the processing of your biometric passport application and for the purpose of the performance of any Additional Service, which may require the sending of additional information about our Services. You hereby consent to the collection, storage, processing and submission of your personal information by AUGENTIC as well as the  transfer of your personal information to the DGSN during the process of the biometric passport application. You hereby consent and acknowledge that AUGENTIC has the right to forward your personal data to partners entrusted with the strict performance of any or all Services subject to these terms and conditions. For any service not covered by these terms and conditions which may be offered by a third-party to you, AUGENTIC will only share your data if you agree to do so. All third party partners undertake to provide a sufficient level of protection in respect of your personal data in order to ensure the security of your personal data. Your Personal data is also retained and processed separately by the DGSN in accordance with its data protection policies and procedures. In accordance with applicable regulations, Applicants may have various rights with regard to the processing of their personal data, such as the right to be informed, to access, alter, rectify or erase their personal data, or to object and restrict processing of their personal data as well as on data portability. These rights may be exercised in accordance with the conditions and procedures set out by a privacy notice published on AUGENTIC's website and applicable to the Biometric Passport Application Centre where Applicants place their orders.  

9. Intellectual property

AUGENTIC website content is the intellectual property of AUGENTIC group and is protected by applicable intellectual property and antitrust laws. Copying or placement of the information in whole or in part on other websites without the link to the AUGENTIC website is strictly forbidden and constitutes an act of infringement. Furthermore, AUGENTIC shall retain all intellectual property rights in the photographs, presentations, studies, designs, models, prototypes, etc. created (including at the Applicant’s request) for the purposes of providing the Services. The Applicant therefore agrees not to reproduce or to use said studies, designs, models, prototypes, etc. without the express prior written authorization of AUGENTIC, for which AUGENTIC shall be entitled to request financial compensation.

10. Governing law

These terms and conditions and the transactions contemplated herein shall be governed by the laws applicable in The Republic of Cameroon.

11. Disputes

All disputes arising from provision of services or related transactions entered into pursuant to these terms and conditions regarding their validity, interpretation, performance, termination, consequences and implications, that cannot be resolved amicably between AUGENTIC and the Applicants, shall be referred to the courts with jurisdiction in terms of the laws applicable in the country of the Biometric Passport Application Centre where the Applicant have provided their biometric data.  

12. Changes to these terms and conditions

AUGENTIC in its sole discretion, may change, amend, cancel or withdraw any or all of these terms and conditions at any time without any prior notice in accordance with the clause 1 of these terms and conditions. Any such change shall be displayed on the AUGENTIC website.  

13. General

Clause headings are for ease only and are not used to interpret these terms and conditions. AUGENTIC gives no warranties, and makes no representations which are not contained in these terms and conditions. Any extension of time or indulgence which AUGENTIC may grant an Applicant is not a waiver of any of the rights of AUGENTIC, who may exercise any rights against the Applicant which may have arisen in the past or which might arise in the future. All provisions of these terms and conditions are severable from each other, despite the way they have been grouped together or linked grammatically.  

14. Passport application validity

• Any pre-enrollment finalized after booking an appointment for the biometric enrollment, remains valid for an indefinite period.
• The appointment remains active ten days after the date initially booked. After this period, enrollment is only possible after requesting a new appointment by email to [email protected]
• Any pre-enrollment without any appointment booked, (therefore not finalized) remains valid for one year. After this delay without appointment, the pre-enrollment is deleted and no further treatment is possible for the application.
• For any application rejected after case study, it is possible to make a request or submit additional files over a period of six months after the last rejection. After this delay, the request is archived and no further treatment is possible for the application.