Terms & Conditions

Who these terms apply to

These terms and conditions govern the relationship between Welcome Service Sàrl, trading as My Swiss Relocation, and any person or organisation using this website or engaging our relocation services. Welcome Service Sàrl operates offices in Geneva, Lausanne and Zurich, and is also active in Zug, Lucerne, St. Gallen and Basel.

By submitting an enquiry form, requesting a quote or signing a service agreement with us, you accept these terms. Where a signed service agreement contains terms specific to your engagement, that agreement takes precedence over this page for the points it covers.

Services we provide

Depending on the package you agree with us, our services may include support with work and residence permit procedures, home finding, temporary housing, schooling guidance, settling-in assistance, intercultural training, executive relocation, departure support and related relocation coordination. The exact scope, deliverables and duration of any engagement are set out in the quote or agreement you sign with us, not on this website.

Our website content, including guides and checklists, is provided for general orientation. It reflects our understanding of Swiss procedures at the time of writing but does not replace a personal assessment of your situation, and it is not a substitute for advice from the Swiss authorities responsible for your permit, tax or insurance matters. For tax and insurance questions, our consultants coordinate with qualified specialists rather than giving personal tax or insurance advice themselves.

First contact and response times

Your first contact with us, whether by form, phone or email, carries no commitment on either side. It allows us to understand your situation and, where relevant, propose a suitable engagement.

A consultant replies to every request within 24 hours on business days, Monday to Friday, excluding Swiss public holidays. A request submitted outside these hours is treated as received at the start of the next business day.

Quotes and engagement of services

A quote issued by My Swiss Relocation describes the services included, the indicative timeline and the fee structure for the engagement it covers. A quote is not a binding commitment on either side until it is accepted in writing or a service agreement is signed.

Once you engage us, we ask you to provide accurate and complete information and documents within the timeframes we agree together, since delays on your side can affect the timeline of the service. Fees, payment terms and any cancellation conditions specific to your engagement are set out in your individual agreement rather than in these general terms.

What we commit to, and what we cannot guarantee

We commit to carrying out the services you engage us for with diligence, professional care and the confidentiality described below. Our role is to prepare, coordinate and support your file with the relevant authorities, landlords, schools or other third parties.

Our obligation is one of means, not of result. Decisions on permits, housing applications, school admissions or other third-party processes rest solely with the authority, landlord, institution or organisation concerned, and we cannot guarantee a particular outcome or a specific processing time.

Confidentiality

Everything you share with us in the course of a relocation engagement, including personal, family and financial information, is treated as confidential by our consultants. This obligation continues after the end of the engagement.

We share information with third parties, such as authorities, landlords or schools, only to the extent necessary to carry out the services you have asked for, or when you have given us your consent to do so.

Liability

We are not liable for decisions taken by Swiss or foreign authorities, landlords, schools or other third parties, nor for delays caused by those third parties or by incomplete or late information from your side. Where our liability is engaged, any specific limits are set out in your individual service agreement.

We are not liable for events beyond our reasonable control, such as a natural event, a public health emergency, a strike, a sudden change in legislation, or a failure of infrastructure or IT systems that we do not operate.

How we handle enquiry and contact forms

When you submit a form on this website, the information you provide is sent to our lead management platform, GAME OVER, which is hosted in France by the hosting provider O2Switch. If that platform is temporarily unreachable, your submission is held briefly in a server-side queue on our own infrastructure and forwarded automatically once the connection is restored, so that no enquiry is lost.

We apply rate limiting by IP address to our forms, meaning a given connection can only submit a limited number of requests within a short period. This is a technical safeguard against automated abuse and does not affect genuine enquiries. We do not operate a newsletter, so no address you submit through a form is used for marketing mailings.

Analytics and consent

This website uses Google Analytics 4 to understand how visitors use our pages. The analytics script is loaded only after you give your consent through the cookie banner shown on your first visit; no analytics cookie is set before that consent is given.

You can review or change your choice at any time using the consent link in the footer of this website. Declining analytics consent does not affect your ability to browse the site, submit a form or contact us.

Personal data and your rights

We process personal data in line with the Swiss Federal Act on Data Protection (nLPD) and, for visitors located in the European Union, the General Data Protection Regulation (GDPR) where it applies. Personal data submitted through our forms is used to respond to your enquiry, prepare a quote and, where you become a client, deliver the relocation services you have engaged us for.

We keep personal data only for as long as necessary to handle your request and to meet our legal and contractual obligations. Depending on where you are located, you may have rights to access, correct, delete or restrict the use of your personal data, and to object to certain uses of it. To exercise these rights, contact us in writing at our Geneva office, Rue Zurlinden 6, 1207 Geneva, Switzerland, using the details in the last section of this page.

Intellectual property

The text, structure, graphics and other content of this website belong to Welcome Service Sàrl or are used with the permission of their owners. You may consult and share this content for personal, non-commercial purposes, but you may not reproduce, distribute or reuse it commercially without our prior written consent.

Changes to these terms

We may update these terms from time to time to reflect changes in our services, our processing of personal data, or applicable law. The date at the top of this page indicates when it was last reviewed. We encourage you to check this page periodically if you use our website or services regularly.

Applicable law and jurisdiction

These terms are governed by Swiss law. Any dispute arising from your use of this website or from a service agreement with Welcome Service Sàrl that does not specify its own jurisdiction clause is subject to the exclusive jurisdiction of the competent courts of the Canton of Geneva, Switzerland, subject to any mandatory legal provisions to the contrary.

How to contact us

For any question about these terms, about a service agreement, or about how we handle your personal data, you can reach us at our Geneva office, Rue Zurlinden 6, 1207 Genève, or by phone at +41 22 707 61 50. Our Lausanne office, Avenue Tissot 2, 1006 Lausanne, and our Zurich office, Nebelbachstrasse 9, 8008 Zürich, can also direct your enquiry to the right team.