Refund policy
Effective 8 September 2026.
1. The short version
If we have not delivered, you get your money back. If a clinician declines to write a letter, the add-on fee is refunded in full, because you paid for professional judgement and judgement includes no.
2. Digital ID
Refundable in full within 30 days of issue, provided the registration has not been used through the public lookup. Once a card has been presented and looked up, the service has been delivered.
3. Physical card
Refundable in full any time before it ships. After shipping, we refund the card portion of the order if it is returned unused within 30 days of delivery, less shipping. If a card arrives damaged, misprinted or wrong, tell us within 14 days and we replace it at our cost, or refund it, whichever you prefer.
4. Clinician consultation add-on
4.1 Before the consultation
Cancel more than 24 hours before the appointment and the add-on fee is refunded in full. Inside 24 hours, or if you do not attend, half the add-on fee may be charged, because the appointment cannot realistically be filled at that notice.
4.2 If the clinician declines to issue a letter
Full refund of the add-on fee. This is deliberate, and it is the centre of this policy. You are paying for an evaluation, not for a predetermined result, and a service that could not decline would be selling letters rather than clinical judgement. A declined evaluation is a service correctly performed, and nobody should be out of pocket for having received an honest answer.
4.3 If a letter is issued
The add-on fee is not refundable once the clinician has completed the evaluation and issued the letter, because the professional time has been spent and the document delivered. We do not refund on the basis that a landlord or another party did not accept the letter, and nobody can honestly promise that they will. See the disclaimer.
5. What is not refundable
- Registrations cancelled because the information given was false.
- Shipping charges, once a card has shipped.
- A letter that has been issued and delivered, on the grounds of a third party’s decision.
6. How to request a refund
Write to us through the contact page, or call +1 (325) 324-5664, with your order number and what you want refunded. We respond within one business day, and approved refunds are returned to the original payment method within five business days. Your bank may take several days more to show it.
7. Chargebacks
If something has gone wrong, contact us first. We would rather refund you directly than argue with a bank, and we do not make customers fight for a refund this policy covers.
8. Your statutory rights
Nothing in this policy limits rights you have under consumer protection law in your state.