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 may be issued under the following circumstances:
- If VRO LLC is unable to fulfill your order due to unforeseen limitations or internal issues that prevent us from completing the service, you may be eligible for a full refund.
- If a duplicate payment is submitted for the same application, we will refund the excess amount paid.
- If you are unable to pass our identity verification process, or if you are determined to be ineligible to request a vital record for the person on record, you may be issued a refund.
- If you cancel your order within 24 hours of successfully completing identity verification, and our team has not yet begun processing your application, you may receive a full refund.
- If your application is formally denied by the issuing state agency, you will be eligible for a full refund.
- If the state agency changes its application forms and/or requirements, and rejects your application as a result, you will also be eligible for a full refund.
Refund Process
To request a refund, you must contact our customer support team through the Contact Us page. Please include your order ID number and a detailed explanation of your request. Once received, our team will review the request and determine eligibility in accordance with the criteria listed above.
If approved, refunds will be processed within 1–2 business days. Depending on your financial institution, it may take additional time for the refunded amount to reflect in your account.
Non-Refundable Fees
Some fees are non-refundable once services have been initiated or completed. These include:
- Preparation, processing, and service fees are non-refundable once our validation process has begun. These fees account for document preparation, identity verification, and staff review, all of which generate operational costs from the moment the process starts.
- State fees are non-refundable once your application has been submitted to the respective state agency. These fees are set by the state and processed on your behalf.
- Online notary fees are non-refundable once notarization is completed. This is a legal service provided by a third-party notary and cannot be reversed.
- Expedited processing and shipping fees are non-refundable after your application has been marked for rush handling or shipped. These fees cover staffing, carrier costs, and resource allocation that cannot be canceled or recovered.
Third-Party Services
Some services we offer may involve third-party providers. Refunds for such services are subject to the terms and conditions of the respective provider. VRO LLC is not responsible for refund decisions made by third parties.
Policy Changes
We reserve the right to modify this Refund Policy at any time. All changes will take effect immediately upon posting on our website. The updated effective date will be reflected above.
Contact Information
If you have any questions or concerns regarding this policy or your specific case, please contact us through our Contact Us page. We are here to support you and will do our best to resolve your request with transparency and care.
Thank you for choosing Vital Records Online.