Refund policy

Last updated: February 18, 2026

Civil Documents provides independent third-party administrative assistance services. Because our Services involve coordination with government authorities, law enforcement agencies, authentication offices, payment processors, and international courier providers, certain costs and commitments arise once work begins.

This policy explains when refunds, credits, or replacements may apply.

1. Cancellation Before Service Authorization

You are entitled to a 100% refund if you cancel your request before providing formal authorization for us to begin work.

Formal authorization includes:

  • Written or electronic confirmation to proceed
  • Submitting required identification or supporting documents
  • Instructing us to begin document procurement
  • Completing payment where payment constitutes authorization

If cancellation occurs before authorization and before work has commenced, refunds will be processed to the original payment method within 5–10 business days.

2. No Returns of Issued Documents

Due to the nature of our Services, issued, delivered, authenticated, or legalized documents cannot be returned and are not eligible for return-based refunds.

Government-issued documents are final once issued by the relevant authority.

3. After Service Authorization

Once you authorize us to begin work:

  • Administrative processing begins
  • Third-party coordination may commence
  • External and non-recoverable costs may be incurred

These costs may include:

  • Government fees
  • Registry charges
  • Police clearance processing fees
  • Authentication or legalization fees
  • Embassy fees
  • Courier and shipping costs
  • Translation or intermediary service charges

Accordingly:

  • Government and third-party fees are non-refundable once incurred
  • External costs cannot be recovered even if a document is not ultimately issued
  • Service fees may be non-refundable once substantive work has begun

4. If a Document Is Not Issued

We do not guarantee issuance of any document. Final decisions rest solely with the issuing authority.

However:

If a document cannot be obtained due to reasons outside your control, and we are unable to complete the service after making a documented good-faith effort, we may, at our discretion:

  • Refund the unused portion of the service fee; or
  • Offer a credit toward a future service

No refund or credit will be issued where failure results from:

  • Inaccurate or incomplete information provided by you
  • Failure to provide required documentation
  • Ineligibility under government rules
  • Withdrawal of cooperation
  • Fraud, misrepresentation, or identity verification failure

External fees already incurred remain non-refundable.

5. Errors or Failure to Perform

If Civil Documents fails to perform the agreed administrative service due to internal error (such as failure to submit an application after authorization), you may be entitled to a partial or full refund of the service fee, depending on the extent of work performed.

This does not apply to delays, denials, or additional requirements imposed by government authorities or third parties.

6. Delivery, Courier, and Shipment Protection

Issued documents are shipped via DHL or comparable international courier services.

Delivery timelines are estimates only.

Once a shipment has been handed to the courier:

  • Delivery performance is governed by the courier’s terms
  • Civil Documents is not responsible for courier delays, customs processing, transit disruptions, or force majeure events

Where available, shipment protection or insurance may be obtained through the courier. Courier protection generally covers physical loss or damage only and does not cover the intrinsic legal or evidentiary value of documents.

If a shipment is lost or damaged:

  • We will assist with filing a courier claim
  • Any approved claim proceeds may be applied toward re-ordering the document
  • Replacement is subject to government reissuance procedures and applicable fees

Courier claim outcomes are determined solely by the courier.

7. Force Majeure and Government Delays

Refunds will not be issued solely due to delays caused by events beyond our reasonable control, including but not limited to:

  • Government office closures
  • Policy or regulatory changes
  • Strikes or labor disruptions
  • Natural disasters
  • Political instability
  • Pandemic-related interruptions
  • Cyber or technical failures
  • Courier network disruptions
  • Customs or border delays

Such events do not constitute a failure of service.

8. Currency Conversion and Payment Processing Fees

All transactions are processed in the currency displayed at checkout.

We are not responsible for:

  • Currency conversion differences
  • Exchange rate fluctuations
  • Foreign transaction fees
  • Bank intermediary fees
  • Payment processor fees

Refunds are processed in the original transaction currency only.

We cannot reimburse differences resulting from currency conversion or third-party financial institution policies.

9. Fraud, Chargebacks, and Payment Disputes

Before initiating any chargeback or payment dispute, you agree to contact us and allow an opportunity for informal resolution as outlined in our Terms of Service.

Improper or fraudulent chargebacks — including disputes filed after services have been authorized or performed — may be contested with supporting documentation.

Where permitted by law, we reserve the right to:

  • Recover administrative costs associated with improper chargebacks
  • Deny future services
  • Report suspected fraud to relevant authorities

Nothing in this section limits your rights under applicable consumer protection laws.

10. Cooling-Off Period and Consumer Rights

Certain jurisdictions provide consumers with statutory cancellation rights (sometimes referred to as a “cooling-off period”) for online or distance contracts.

Where applicable consumer protection laws grant you a mandatory cancellation right, those statutory rights will apply.

However:

  • If you expressly request that we begin performing the Services before the end of any applicable cooling-off period, and
  • You provide clear authorization to proceed,

You acknowledge that:

  • Work may begin immediately
  • External and non-recoverable costs may be incurred
  • Your right to cancel without charge may be reduced or extinguished once performance has begun

Nothing in this policy is intended to limit or exclude any non-waivable consumer rights provided under applicable law.

11. Questions Before Authorization

If you have any questions about refunds, cancellations, delivery, timelines, or service limitations, you are encouraged to contact us before authorizing a service.

Electronic authorization constitutes agreement to this Refund Policy and our Terms of Service.