Service Guarantee

We offer a 100% money-back guarantee on our expediting service if we fail to submit your documents within the paid time frame. This guarantee applies if documents are correctly filled out, the right documents are supplied, Department of State fees are paid, and there are no issues with the documents. The guarantee does not cover delays caused by Passport Agencies, Consulates, Embassies, or FedEx delivery. The refund applies only to our courier service fees; fees paid to the Department of State or Consulates/Embassies are non-refundable.

Suspended Orders Policy

Suspensions are beyond our control, and refunds or credits are not issued due to suspensions. Suspensions can occur for various reasons, including incorrect application information, unacceptable passport photos, lack of identification, lack of proof of citizenship, or non-payment of child support. Suspended orders are not eligible for a refund under our service guarantee. We will assist in resolving suspensions at no additional cost, excluding any required new photos, official documents, or upgraded shipping labels.

Service Upgrade / Downgrade Policies

Customers may downgrade their service (without penalty) if the reservation has not been confirmed by a Case Manager. After confirmation, downgrades are not possible. Refunds due to downgrades will be credited back to the customer’s credit card. Upgrades to a faster service level are possible before the reservation is made. Once documents are submitted, upgrades may not be possible. Contact your Case Manager for availability. Charges for upgrades will equal the cost difference between the new and original service levels. Necessary upgrades due to document suspension will be the customer’s responsibility.

Refund Policy

1 Business Day 100% Refund Terms

Customers may cancel for a full refund within 24 hours of placing an order, provided they have not yet spoken to their Case Manager and no reservation has been made for their documents.

This applies to scenarios such as:

• Changing your mind within 1 Business Day after ordering, or
• Realizing you don’t need expedited service after speaking with your Case Manager.

Refund Terms After 1 Business Day

If a customer wishes to cancel after 1 Business Day and no reservation has been made, the order will be subject to a cancellation fee:

1. Same Day Cancellation (Not Manifested):
   Full Refund
2. After 24 hours (Not Manifested)
   • 10 day Service: $50
   • 8 day Service: $75
   • 5 day Service: $85
   • 3 day Service: $100
3. After 24 hours (Manifested)
   Not Eligible for Refund

To avoid this fee, simply notify us of your cancellation within 1 Business Day (provided no reservation has been made) via phone, contact form, or when we contact you by phone. We will reach out within 30 minutes during business hours. Orders placed after business hours will have the entire next business day to cancel without penalty.

Orders in Progress

If a customer has spoken with their Case Manager and a reservation has been made, no refund will be issued regardless of when the order was placed. Reservations are limited and exclusive to the customer, preventing another paying customer from using that slot. A $100 reservation change fee applies to all Same Day and Next Day passport services if a reservation is missed and a new one needs to be booked.

Note: Ensure all documents are completed as instructed. If you miss your reservation, you may transfer the service to another individual, use the fees for another type of service, or keep a credit on your account indefinitely. A reservation change fee may apply if a new reservation is needed.