Refund Policy

We want you to be treated fairly. This policy explains when we refund our service fee in full, when we refund part of it, and when an amount cannot be refunded because it has already been paid to a government agency or to a courier.

Full refund of the service fee

• You cancel before we have started any coordination work on your request.
• We cannot provide the service you paid for — for example, the service is not available for your circumstances.
• We made an error that meant your request could not proceed, and we cannot correct it.

Partial refund of the service fee

• You cancel after we have started work. We deduct the coordination work already completed and any shipment already dispatched, and refund the balance.
• A government agency does not issue the document. We refund the portion of our service fee that relates to work not yet performed, because issuance is not something we control or guarantee.
• A shipment is lost or returned through a courier error covered by the courier's own claim process.

Amounts we cannot refund

• Government fees already paid to the relevant agency. These are not our fees and are not held by us.
• Courier or shipping charges for a shipment that has already been dispatched and delivered.
• Work already completed where the document was issued and delivered as requested.

We assess every request on its own facts, including what work had already been performed, and we do not apply a blanket no-refund rule. Where a refund is due, we process it to the original payment method.

How to request a refund

Contact our support team with your tracking reference and the reason for the request. You can reach us using the details published on your country's storefront page and in our website footer.

Response times

We acknowledge refund requests within two business days and complete an assessment within seven business days. Once approved, the refund is issued to the original payment method; the time it takes to appear depends on your bank or card issuer.

Your consumer rights

Nothing in this policy limits any right you have under applicable consumer protection law in your country of residence. See also our Service Agreement and Terms & Conditions.