Refund and Cancellation Policy

Last updated: 15 August 2026
Website: https://apostilleassist.com/

This Policy explains how a customer may cancel an accepted service and how Apostille Assist calculates any refund. It applies only to cancellation, payment reversal, and money-return issues. General service rules are in our Terms and Conditions.

1. How to Request Cancellation

Send the request as soon as possible through one of the following channels:

Trading name: Apostille Assist
Legal operator/proprietor: Mr. Anshul Jain
Business address: Building No 288, Sector 32 A, Chandigarh 160030 (UT)
Grievance contact/person: Mr. Anshul Jain (Grievance Officer)
Privacy and grievance email: hello@apostilleassist.com
Phone/WhatsApp: +91 98783 50288

Include the customer’s name, order or invoice reference, service requested, payment details, and reason for cancellation. Do not send a full card number or security code.

A cancellation becomes effective when we receive a clear request through an official contact channel. Work completed and non-recoverable costs incurred before receipt of the request remain subject to the calculation below. We will confirm whether the request was received and may verify the customer’s identity or payment authority before sending money.

2. Refund Eligibility by Service Stage

Stage when cancellation is received	Normal refund treatment
Before we accept the service or receive payment	No service charge is due. Any payment received in error is returned in full, subject only to a non-recoverable payment-provider charge that was clearly disclosed and actually incurred.
After payment, but before substantive work or a third-party commitment begins	The amount paid is refundable, less any clearly disclosed and non-recoverable transaction charge actually incurred.
After substantive work begins, but before submission or an irreversible third-party commitment	We refund the unused balance after deducting a reasonable amount for work actually completed and any disclosed, non-recoverable cost already incurred.
After submission to an authority or designated provider, or after an official or third-party fee becomes non-recoverable	We refund only unused professional fees and any third-party amount that is actually recovered. Completed work and non-recoverable charges are not refundable.
After the agreed service is completed	A change of mind does not create a refund. A proven deficiency or billing error will be handled under Section 5 and applicable law.

“Substantive work” may include document review, requirement research for the specific request, form or checklist preparation, appointment or slot booking, translation or notary coordination, submission preparation, or other work within the accepted scope.

3. Amounts That May Be Non-Refundable

Only amounts reasonably connected with the accepted service may be deducted. Depending on the stage, these may include:

the proportion of our professional fee attributable to work actually completed;
government, embassy, consular, notarial, verification, translation, appointment, courier, or other third-party charges that have already been paid or committed and cannot be recovered;
a payment-gateway, bank, transfer, or foreign-exchange charge actually imposed and not returned to us; and
a special procurement or urgent-processing cost approved by the customer and already incurred.

We will not retain an amount for work not performed or a cost not incurred. On request, we will provide a reasonable explanation of the calculation. Any estimate of a future charge that was never incurred will not be deducted.

4. Rejection, Delay, or Changed Requirements

An authority’s delay, additional requirement, return, or rejection does not by itself mean that our service was not performed and does not automatically make completed work or paid official charges refundable.

If the customer chooses not to continue after an authority changes a requirement, the request is treated as a cancellation at the stage reached. We will refund unused professional fees and any third-party amount that is recoverable.

No refund is due for a problem caused by false, altered, incomplete, illegible, inaccurate, or late documents or information supplied by the customer, except for an unused amount that has not been earned, spent, or committed.

5. Error or Service Deficiency by Apostille Assist

If a material error within our reasonable control prevents delivery of the accepted service, we will assess the affected part promptly. Depending on the circumstances, the remedy may be:

correction or re-performance without an additional professional fee;
reimbursement of a reasonable cost directly caused by the error where required by law; or
a full or proportionate refund of the affected professional fee.

An authority decision or third-party delay is not our error merely because the desired result was not achieved. Nothing in this Policy limits a remedy that cannot lawfully be excluded under consumer law.

6. Cancellation by Apostille Assist

If we cancel because we cannot perform the service for a reason not caused by the customer, we will refund the unused professional fee and any third-party amount not spent, committed, or otherwise non-recoverable.

If we cancel or terminate because of suspected fraud, unlawful instructions, abusive conduct, missing authority, non-payment, or repeated failure to provide required information, the refund is calculated according to the service stage. We may retain only completed-work charges and lawful, non-recoverable costs, subject to applicable law.

7. Duplicate, Incorrect, Failed, or Reversed Payments

A verified duplicate or excess payment will be returned in full to the original payment method, except to the extent it has already been automatically reversed.

If a payment is marked failed, pending, reversed, or charged back by a bank or payment provider, we will first verify whether funds were actually received and settled. A refund cannot be issued for money we did not receive. We will provide available transaction information to help resolve a genuine discrepancy.

8. Changes to the Service Scope

If the customer requests a different document, destination, speed, delivery method, or authority process, we will provide a revised price or adjustment before undertaking material extra work. Any earlier unused balance may, with the customer’s approval, be applied as credit to the revised service instead of being refunded.

A credit will not be imposed in place of a cash refund where the customer is otherwise entitled to receive money back.

9. Refund Method and Timing

Approved refunds are normally initiated to the original payment method within 7–10 business days after the amount and recipient are verified. Banks, card networks, payment providers, weekends, and holidays may add processing time after we initiate the refund.

If refunding to the original method is impossible, we may request verified bank details for an alternative lawful method. We will not knowingly refund to an unrelated third party. Any currency conversion difference or provider fee outside our control will be shown where information is available.

10. Complaints and Statutory Rights

If you disagree with a refund decision, send the order reference, payment proof, cancellation date, disputed amount, and a short explanation through a contact channel listed in Section 1.

We will review the calculation and respond within a reasonable period. This Policy does not waive any mandatory cooling-off right, refund right, consumer remedy, or complaint forum available under applicable law.

11. Policy Changes

We may update this Policy prospectively by posting a revised version with a new date. The version accepted for an existing service will continue to govern that service unless a change is required by law or is more favourable to the customer.