Refund Policy

Our customers come first. Do not hesitate to contact our Customer Service if you have any request regarding our assistance services and/or your Vital Record Application, via:

• Email: info@onlinevitalus.com
• Contact Form

Our customers may also contact us to request a refund, in accordance with the terms established in our Terms and Conditions. In this sense, please bear in mind that:

By accepting our Terms and Conditions and entering payment information, the customers clearly declare that they agree to the price of the services offered through this website. The price is displayed on the checkout page and in the confirmation email customers receive once the payment process is completed.

A refund must be requested within a maximum of 120 natural days since receiving the payment confirmation email. Only in very specific cases at the Company’s own discretion and due to particular circumstances, refund requests may be accommodated after the aforementioned period. The Company will determine (without having to give reasons for its decision) whether a refund request is approved or denied.

To request a refund, the Customer Service shall be provided with the following information: (i) the same personal data provided in the passport application form that the customer completed and (ii) the order reference number he/she received with the payment confirmation email. It is necessary to confirm the identity of our customer in order to proceed with the refund. Otherwise, it will not be possible to proceed with the refund.

If the customer has made multiple vital record applications, each refund request needs to be filled in individually.

If the refund request is submitted within the indicated period and in compliance with the above conditions, the amount that will be refunded is as follows:

• If the customer has hired the Standard Service, they are only considered eligible for a full refund of our services fees.
• If the customer has purchased the Premium Service and their vital record application HAS NOT BEEN SUBMITTED to the U.S Health Department State Office:
  • Only in case the form is not fully completed and confirmed by the customer, they will be considered eligible for a full refund of all charges made.
  • Once the information is completed and has been confirmed by the customer -even if the Company later detects and informs the customer that some of the information is missing- they will be eligible only for a partial refund (50%) of our service fee. The U.S Health Department State Office fees will be fully refunded.
• If the customer has purchased the Premium Service and their vital record application HAS ALREADY BEEN SUBMITTED to the U.S Health Department State Office, they will be considered eligible for a partial refund (50%) of our service fee. The U.S Health Department State Office fees will not be refunded.

If a refund request is approved, the reimbursement will be made to the same payment method that you used to pay the services. A confirmation email will be sent to the customer as soon as the refund has been issued. Depending on the customer’s bank, the refund process can take up to ten (10) business days from the confirmation e-mail to be completed.

Notwithstanding the foregoing, please note that:

• We reserve the right to refuse refund requests that do not meet the above conditions.
• Requesting a refund through your bank does not guarantee the return of the charges made for the services and is a slower process than contacting our Customer Service. Bear in mind that the customer should provide his/her bank a valid reason for what he/she claims your money back. Our Company carefully reviews refund requests through bank entities and those requests considered as fraudulent are reported to the competent authorities, together with all customer data associated with the transaction, in compliance with our legal obligations and legitimate defense of our interests and rights.
• If the customer detects an undue or unacknowledged charge in connection with our services on the card used to hire them, please contact our Customer Service, so we can provide assistance, as well as take the corresponding steps that the Company deems appropriate.

If further information is needed concerning our Refund Policy, you can contact us at the contact page.