Cancellation & Refund Policy

We understand that plans change. You may cancel or reschedule your appointment at no charge up to 24 hours before your scheduled appointment time.

• Cancellations made more than 24 hours before the appointment are eligible for a full refund or free rescheduling.
• Cancellations made within 24 hours of the appointment are not eligible for a refund.
• To cancel or reschedule, use the link in your confirmation email, call us at (347) 635-5418, or email [email protected].

If you do not arrive for your appointment and have not cancelled or rescheduled, this is considered a no-show. No-show appointments are not eligible for a refund. We hold your appointment slot exclusively for you and turn away other customers — this policy ensures fairness for everyone.

If you are running late, please call us. We will do our best to accommodate you, but we cannot guarantee your slot will still be available if you arrive more than 15 minutes after your scheduled time.

If your fingerprints are rejected by the FBI due to print quality (e.g., smudging, incomplete ridge detail), we will resubmit at no charge. This is part of our 100% acceptance guarantee.

Please note:

• Free resubmission applies to quality-based rejections only. If your fingerprints are rejected for reasons unrelated to capture quality (e.g., incomplete application, incorrect ORI, agency-specific requirements), standard service fees apply for re-processing.
• Resubmission must occur within 90 days of the original submission date.
• You must present the rejection notice from the FDLE or FBI for the free resubmission to apply.

Apostille and authentication services involve third-party government processing (Florida Secretary of State, U.S. Department of State, foreign embassies). Our refund policy for these services is as follows:

• Before submission: Full refund of our service fee if we have not yet submitted your documents for processing.
• After submission: Once documents are submitted to the government authority, our service fee is non-refundable. Government processing fees paid on your behalf are also non-refundable.
• Rejection by government: If your documents are rejected by the Secretary of State or Department of State due to an error on our part, we will re-process at no charge. If rejection is due to the document itself (e.g., notarization issues, incorrect document type), standard fees apply for re-processing.

To request a refund, please contact us with your order details:

• Email: [email protected] — include your name, appointment date, and order/TCN number if available.
• Phone: (347) 635-5418
• Processing time: Refunds are processed within 5–10 business days and will be returned to the original payment method.

If you have questions about this policy or need help with a cancellation or refund, please contact us — we're happy to help.