Refund and Cancellation Policy
Last updated 12 August 2026
Every order is confirmed with a written quote that states the government fees, the service fee, and the promised date. This policy sets out what happens when a file is cancelled, delayed, or goes wrong. The short version is in section 7 of our terms of service. This page gives the stage-by-stage detail.
Government Fees
Government fees are paid to the authority that processes your document. Once a file is lodged, those fees cannot be returned, whatever the outcome. The government fee is stated in the written quote before you book, and it is never our fee.
Service Fees Before Pickup
Cancel before we collect your documents and 80% of the quoted service fee is refunded. Nothing has been filed at that point, so the only work is the quote and the intake setup.
Service Fees After Pickup
Cancel after pickup and 50% of the quoted service fee is refunded. The file may already be partly processed, and the authority steps already taken cannot be undone.
Late Delivery
If we fall 1 to 2 days behind the date in your written quote, you get 25% of the quote back. If we fall 3 or more days behind, you get 50%. Authority closures and slow offices are the usual cause, and we tell you the same day a timeline slips.
Lost or Damaged Documents
If a document is lost or damaged while in our care, the protection terms in your confirmed order apply. We open the courier claim immediately, give you a written account, and support replacement and re-issuance of the document at our cost where possible.
Route and Tier Changes
If the receiving authority changes a route requirement after your quote, we confirm the new chain and any difference before the file moves. If your document turns out to belong to a different MOFA tier from the one quoted, the difference is confirmed with you at intake, not added to a final bill.
Express Handling
Express and priority handling are faster on our side but cannot speed up the authority. The delay-based refunds above apply to the full quoted amount, including express premiums, because the promised date is part of the written quote.
How to Request a Refund
Write to [email protected] or message us on WhatsApp with your order number. We confirm the amount you are owed under this policy and how it is paid back to you.
Questions about a refund? Email [email protected] or WhatsApp us with your order number.