Refund Policy
Last updated: 10 June 2025
1 · Our 14-Day No-Risk Window
We want you to sign up with complete confidence. For the first fourteen (14) calendar days after purchase you may cancel for any reason—no explanations required—as long as we have not created your prepaid shipping label. We refund your full concierge fee within 5–7 banking days, and the credit shows under descriptor DOCUHELPONLINE* PASSPORT.
2 · Why We Charge a Partial Fee After Label Creation
Ordering a shipping label triggers immediate carrier fees and staff time for address verification. If you cancel at this point we deduct:
- $5 USD to cover labour and admin costs, plus
- The exact postage charge we have already paid to USPS or FedEx.
The remainder goes back to your original card automatically—no store credit, no voucher codes.
3 · Non-Refundable Milestone
Once your packet has been physically accepted by the U.S. Department of State, DocuHelp’s part of the process is finished. From that moment we cannot retrieve or alter the packet, so the concierge fee becomes non-refundable. We will, however, continue to track progress and troubleshoot at no extra cost.
4 · How to Request a Refund—Step by Step
- Email billing@docuhelp.online with:
- Your order ID (found in your confirmation email).
- The last four digits of the card used.
- Our support team confirms eligibility within one business day.
- Stripe processes the refund; we email a PDF receipt.
5 · Common Scenarios
| Scenario | Outcome |
|---|---|
| You realised you qualify for an emergency in-person passport appointment and no longer need our service. | Full refund if within 14 days and no label created. |
| You uploaded the wrong photos and decide to cancel rather than retake them. | If no label yet, full refund; if label created, partial refund. |
| Government processing exceeds the published timeline. | No refund (our fee covers pre-submission services) but we continue status tracking. |
6 · Chargebacks—Why Email Is Faster
Opening a chargeback with your bank freezes funds for up to 90 days and triggers a $5 dispute fee. In almost every case emailing us first resolves the issue in under 24 hours without penalties.
7 · Legal & Statutory Rights
This policy supplements any consumer rights you enjoy under state or federal law. Where local regulations grant a longer cooling-off period, we honour the longer period.
8 · Need Help?
Email billing@docuhelp.online or call +1-347-714-8892 (Mon–Fri 9 a.m.–5 p.m. ET). Friendly humans—not bots—answer every enquiry.