At Vital Records Online (“VRO LLC,” “we,” “our,” or “us”), we are committed to providing exceptional service and ensuring customer satisfaction. This Refund Policy outlines the conditions under which refunds may be granted for our services.
Eligibility for Refunds
Refunds are applicable under the following circumstances:
- Service Unfulfilled: If VRO LLC is unable to fulfill your order due to unforeseen circumstances or limitations on our part.
- Duplicate Payment: In cases where a user accidentally submits multiple payments for the same application, a refund for the duplicate payment may be issued.
- Identity Verification Failure: If you cannot pass our identity verification process or are determined to be ineligible to request vital records for the person on record, you may receive a refund.
- 24-Hour Cancellation: Full refunds are available within 24 hours of completing identity verification, provided our team has not yet begun processing your application for verification.
Refund Process
To request a refund:
- Contact Customer Support: Reach out to our customer support team through our Contact Us page. Provide your order ID number and a detailed explanation of your refund request.
- Review and Approval: Our team will review your request to determine eligibility based on the above mentioned criteria.
- Processing Time: Approved refunds will be processed within 1-2 business days. Please note that the timeframe for the refund to appear in your account may vary depending on your financial institution’s policies.
Non-Refundable Fees
Certain fees and add-ons are non-refundable once services have been rendered or after specific timeframes:
- Preparation/Processing/Service Fees: These fees are non-refundable once our validation process begins. This includes staff review time, identity document verification costs, and third-party components that ensure your ID is valid and authentic. Due to these immediate operational costs, we cannot refund these fees once the verification process has started.
- State Fees: Each state has its processing fees, which are displayed during the payment process and can be checked on our State Fees page. Once your application has been processed, these fees are non-refundable.
- Online Notary Fees: If you have completed the online notary process, which includes the authentication and certification of your documents by a licensed notary public, the applied notary fee is non-refundable. As a third party provides this service and represents a completed legal certification, we cannot offer refunds for notarization services once performed.
- Expedited Processing and Shipping Fees: Expedited processing fees are non-refundable as they involve additional dedicated staff time and resources already committed to your application. Shipping fees are also non-refundable as they represent actual carrier costs for purchased shipping labels that cannot be canceled once generated. If your application has already been expedited or shipped to the Health Department, these operational and carrier costs cannot be reversed.
Third-Party Services
For certain services, VRO LLC utilizes third-party providers. Refunds and issues related to these services are subject to the terms and conditions of the respective third-party provider. VRO LLC holds no responsibility for transactions processed by third parties.
Policy Changes
VRO LLC reserves the right to update or modify this Refund Policy at any time without prior notice. The effective date will be updated accordingly.
Contact Information
If you have any questions or concerns about our Refund Policy, please use our Contact Us page.
We are dedicated to providing you with the best possible service and support. If you have any concerns or exceptional circumstances regarding refunds, please contact us, and we will do our best to assist you.