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 recalled in the payment confirmation email sent to customers.
Notwithstanding the foregoing, a refund must be requested within a maximum of 15 natural days since the date of the payment confirmation email. Only in very specific cases at the Company’s own discretion and due to particular circumstances, refund requests may be accommodated after the aforementioned period. The Company will determine (without having to give reasons for its decision) whether a refund request is approved or denied.
To request a refund, for security reasons, 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 code / application reference number they received with the payment confirmation email.
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 the customer has purchased the Standard Service or the Premium Service, once the information is completed and has been confirmed by the customer -- even if the Company later detects and informs the customer that some of the information is missing - they will be eligible only for a partial refund (50%) of our service fee. If the consumer has selected the 'Priority Service' and the procedure is considered advanced, they will not be entitled to a refund of the Priority Service fee.
- If the customer has purchased the Premium Service and their vital record application HAS ALREADY BEEN SUBMITTED to the U.S Health Department State Office, our service fee will be considered not refundable. The U.S Health Department State Office fees will not be refunded. Only in particular cases, depending on the circumstances of the customer, we will consider whether or not to assume the fee charged by the Government. If the consumer has selected the 'Priority Service', they will not be entitled to a refund of the Priority Service fee.
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.
Remarks:
- We reserve the right to refuse refund requests that do not meet the above conditions.
- If the Company has canceled the provision of the assistance services for Customer’s vital record application because the Customer has not returned the “Identity Verification Form” duly signed and the Customer requests a refund, the costs of generating this document will be deducted from the amount to be reimbursed.
- Requesting a refund through your bank does not guarantee the return of the charges made for the services and is a slower process than contacting our Customer Service. Bear in mind that the customer should provide their bank a valid reason for what their claims your money back. Our Company carefully reviews refund requests through bank entities and those requests considered as fraudulent are reported to the competent authorities, together with all customer data associated with the transaction, in compliance with our legal obligations and legitimate defense of our interests and rights.
- If the customer detects an undue or unacknowledged charge in connection with our services on the card used to hire them, please contact our Customer Service, so we can provide assistance, as well as take the corresponding steps that the Company deems appropriate.
If further information is needed concerning our Refund Policy, you can contact us at the contact form.