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Our customers come first. Do not hesitate to contact our Customer Service if you have any request regarding our assistance services and/or your Vital Record Application, via:
Our customers may also contact us to request a refund, in accordance with the terms established in our Terms and Conditions. In this sense, please bear in mind that:
By accepting our Terms and Conditions and entering payment information, the customers clearly declare that they agree to the price of the services offered through this website. The price is displayed on the checkout page and in the confirmation email customers receive once the payment process is completed.
A refund must be requested within a maximum of 120 natural days since receiving the payment confirmation email. After this period of time, no refund requests will be approved, except in particular cases, depending on the circumstances of the customer.
To request a refund, the Customer Service shall be provided with the following information: (i) the same personal data provided in the passport application form that the customer completed and (ii) the order reference number he/she received with the payment confirmation email. It is necessary to confirm the identity of our customer in order to proceed with the refund. Otherwise, it will not be possible to proceed with the refund.
If the customer has made multiple vital record applications, each refund request needs to be filled in individually.
If the refund request is submitted within the indicated period and in compliance with the above conditions, the amount that will be refunded is as follows:
If a refund request is approved, the reimbursement will be made to the same payment method that you used to pay the services. A confirmation email will be sent to the customer as soon as the refund has been issued. Depending on the customer’s bank, the refund process can take up to ten (10) business days from the confirmation e-mail to be completed.
Notwithstanding the foregoing, please note that:
If further information is needed concerning our Refund Policy, you can contact us at the contact page.