Refund and Cancellation Policy

We understand that circumstances can change and you may need to cancel your request or get a refund. PassportExpress (Passport Plus LLC) has established this Refund and Cancellation Policy to outline when refunds are available and how cancellations are handled. We aim to be fair and transparent, while also taking into account the nature of our service (preparing customized passport forms). By purchasing our service, you agree to this policy.

Cancellation Window and Full Refunds

If you decide that you no longer need our service or wish to cancel your order, you may be eligible for a full refund within a specified cancellation window. PassportExpress offers a 7-day refund policy from the date of purchase, provided that we have not yet completed and delivered your passport application forms.

  • Cancellation within 7 Days (Before Form Completion): If you cancel your service request within seven (7) calendar days of placing the order and our team has not finished preparing your passport forms (i.e., your completed application PDF or documents have not been sent to you yet), you are entitled to a 100% refund of the service fees you paid. We will process such a refund as soon as practicable after your request, and it will be issued to the original payment method you used. Depending on your bank or credit card company, it may take a few business days for the refund to reflect in your account.
  • Cancellation within 24 Hours: As a courtesy, if you cancel very shortly after ordering (e.g., within the first 24 hours) and inform us immediately, we will also honor a full refund, assuming we haven’t completed the service. In most cases, 24 hours is within the 7-day rule above, but we mention it to encourage prompt cancellation if you change your mind, which helps ensure we haven’t done the work yet.

How to Request a Cancellation/Refund within 7 Days: You can request a cancellation and refund by contacting our customer support. The quickest ways are:

  • Email: Send an email to [email protected] with your order details (name, order number, date of purchase) and a statement that you wish to cancel and receive a refund.
  • Contact Form: If available on our site, use the contact form or live chat to inform us of your cancellation request.
  • Phone: If we have a customer support number listed on our site, you may call and speak to a representative.

We will usually confirm receipt of your cancellation request and let you know if you are within the eligible window and the status of your refund.

After 7 Days or Post-Completion Requests

We understand sometimes the need for a refund may arise after the initial 7-day period or even after we have delivered the completed service. Because our product is a custom-prepared document service, our general rule is that once the work has been done and delivered, refunds are not guaranteed. However, we are committed to customer satisfaction and will consider requests on a case-by-case basis.

  • Cancellation After 7 Days or After Forms Delivered: If you request a refund after 7 days from purchase or after we have already delivered your completed passport forms, you do not have an automatic entitlement to a refund. This is because by that point, we have rendered the service (dedicated time, expertise, and resources to produce your documents). However, you may still contact us to explain your situation and request a refund or partial refund. For example, if you’re unhappy with the quality of the completed forms, or you ended up not using them due to some unexpected event, let us know.

In such cases:

  • Good Faith Consideration: We will review your request in good faith. Our management will consider factors like: Was there any error on our part? Did you encounter issues due to our service? Have you actually used the documents or not? How much time has elapsed? We strive to be fair and may decide to grant a courtesy refund or partial refund even outside the normal policy, especially if the issue was partly caused by us.
  • No Guarantee: Please note that while we may choose to offer a refund in these circumstances, we reserve the right to decline refund requests that fall outside our stated policy. We will communicate with you to reach a reasonable resolution.

Examples:

  • If we made a mistake on your application that we cannot easily correct, we would likely refund you or offer to fix it at no extra cost.
  • If you simply changed your mind months after using our service, or you went ahead and used the forms to apply for your passport, refunds would generally not be given.
  • If you were unable to print the forms or didn’t receive them due to technical issues, we will of course ensure you get what you paid for (resend the forms, etc.) or refund if we cannot resolve it.

How Refunds Are Issued

Approved refunds will be issued to the original payment method used at purchase. If you paid by credit or debit card, the refund will go back to that card. If you used a different payment method (like a certain online payment service), it will go back through that service.

Once we process a refund on our end, it may take a few days for your bank or payment provider to credit the funds to you. Typically, credit card refunds might take 5-10 business days to appear in your account (often sooner, but it can vary). If you don’t see the refund after a reasonable time, please contact us and we can provide a transaction reference or help follow up.

We will send you a confirmation (via email) when your refund is processed from our system.

No Cash Refunds: If you paid by card or electronic means, we will not issue refunds in cash or check. It will always go back to the original source to prevent fraud and for auditing purposes.

Partial Refunds: In some situations, we might offer a partial refund instead of a full refund. For example, if part of the service was delivered or if there were transaction fees that are non-refundable to us, etc. We will clearly communicate the amount and reason if a partial refund is applied.

Special Circumstances and Exceptions

While we aim to have a straightforward refund policy, there are a few special cases to note:

  • Service Not Provided: If for any reason we are unable to provide the service you purchased (for example, due to an internal issue, or if you bought a service that we then determine you’re not eligible for and we cannot fulfill it), we will refund you in full. This is basically if the fault is on our side or we cannot complete the order.
  • Manifested Applications (Not Applicable): Some similar services mention “manifested” status (for example, HelloGov refers to when an application has been sent to a courier as ‘manifested’ after which they don’t refund). In our case, since we do not handle physical courier processes, the equivalent concept is simply after the work is done and delivered to you. We consider an application “completed” once we have generated your passport form documents and sent them to you (via email or download link). Before that point, a cancellation is typically eligible for refund; after that point, it’s considered delivered.
  • Multiple Services or Bundles: If you purchased multiple form services (say you applied for two different people or multiple forms in one order) and you wish to cancel only some of them, we will work with you to provide a prorated refund for the portion you don’t need. For example, if you paid a total fee for two applications and decide to cancel one, we can refund the fee associated with that one application, as long as it’s within policy.
  • Promotional or Discounted Purchases: If you received a discount or promo on the service and request a refund, we will refund the amount you actually paid (not the full regular price). If a promotion had special terms (e.g., “No refunds” on a special sale), those terms will apply as stated, although we usually avoid such restrictive promo terms.
  • Chargebacks: If you initiate a chargeback through your bank for the transaction without contacting us first, we reserve the right to contest it if the service was delivered according to our policy. However, our preference is to work it out directly with you (hence this refund policy). Chargebacks can be a lengthy process for both parties; thus, we encourage you to use the refund request process described here for a faster resolution. If a chargeback is granted by the bank in your favor, obviously we will not issue a separate refund (to avoid double refunds). If the chargeback is denied (because we showed proof of service), you can still reach out to us to discuss any concerns.

How to Request a Refund or Cancellation

As mentioned, contacting us directly is the best way to request a refund or cancel your order. Here’s a summary of the steps:

  1. Prepare Your Info: Have your order confirmation or receipt handy (which should include an order number or transaction ID, and the date of purchase). Also note the email address used for the order, and if applicable, the name on the application.
  2. Contact Support: Reach out via one of the following methods:
    • Email: Send a message to [email protected] with the subject “Refund Request” or “Cancellation Request”. Include your order details and reason for cancellation. While you don’t have to provide a detailed reason if it’s a simple change of mind within policy, any context you give helps us improve and also evaluate if we can fix an issue.
    • Website Form: If we have a contact us form on our site, fill it out with the request. We recommend selecting a topic like “Refund/Cancellation” if available.
    • Phone: If a customer service phone number is provided on our website, you can call and speak with a representative. They will likely ask for your order info and then guide you through the process.
  3. Confirmation: Our team will verify your eligibility (date of purchase, whether forms were delivered, etc.). We may contact you for additional information if needed. Then we will confirm whether a refund is approved and the amount. If you’re within the 7-day window and service not delivered, approval is straightforward. If outside, we’ll inform you of our decision after review.
  4. Resolution: Once approved, we process the refund (or cancellation if service not yet delivered). If we cannot approve a refund, we will explain the reasoning and potentially offer alternative resolutions (like additional support to resolve your issue).

Our goal is to respond to refund requests promptly, typically within 1-2 business days. The actual refund processing might take a few days through the payment system as mentioned.

Customer Satisfaction

Your satisfaction is important to us. If you are unhappy with our service for any reason, even if you’re not strictly within the refund policy terms, please let us know. We want the opportunity to make it right. This could mean correcting any errors in your documents, providing additional assistance, or, if necessary, issuing a refund or credit as appropriate. We value feedback, and a refund request often indicates an opportunity for us to improve.

In summary, we strive to be fair: We will refund you if you cancel within a reasonable time before we’ve done the work, and we’ll be considerate even if you cancel later, though we cannot promise refunds in that case. This policy is designed to protect both our customers and our business. Preparing passport applications is a time-intensive service, but we never want a customer to feel stuck if they have a legitimate change of heart or issue.

If you have any questions about this Refund and Cancellation Policy, you can contact us at [email protected] or refer to our Terms and Conditions for any related provisions.

Thank you for choosing PassportExpress. We appreciate your trust, and we hope to meet or exceed your expectations.

Last Updated: May 9, 2025