Refund & Cancellation Policy

1. The short version

You pay one flat price for your order. If you cancel before we submit your documents to the state, we refund what you paid minus a small cancellation fee. Once we have issued your prepaid shipping label, that label cost is not refundable. Once your documents have been apostilled and your order is complete, the service has been performed and the order is not refundable. The details are below.

2. How our pricing works

Keystone Apostille charges a single flat price for your order. That one price already includes the state filing fee and the prepaid inbound shipping label we send you. We do not break the price into separate line items, so you never have to track individual fees. Because of that, the refund rules below are based on how far along your order is, not on itemized costs.

3. Cancelling before we submit to the state

You may cancel your order and receive a refund before we submit your documents to the state or other competent authority. Up to that point, the core work has not been completed, so we can refund what you paid, minus a flat cancellation fee that covers the handling already done.

Placeholder to confirm: set the flat cancellation fee here (for example, around [$35 to $45]) and confirm it with your attorney.

4. Prepaid shipping label

Once we have issued your prepaid shipping label, the cost of that label is not refundable. The label cost is incurred as soon as the label is created, even if you later decide to cancel. If you cancel after a label has been issued, any refund will be reduced by that label cost in addition to the flat cancellation fee described above.

5. Rush orders

If your order included a rush option, special handling can begin as soon as your documents arrive. Once rush handling has started, the rush add-on is only partially refundable. The rest of your order still follows the standard cancellation rule in Section 3 (a refund minus the flat cancellation fee, and minus the label cost if a label has been issued).

Placeholder to confirm: state how much of the rush add-on is refundable once rush handling has started (for example, about [50 percent]) and at what point it becomes non-refundable.

6. If the state declines or rejects a document

Sometimes the state declines to apostille a document, for example because it is not properly notarized or certified, or because it is the wrong type of copy. In that case we made the trip but could not complete the apostille. If that happens:

• We keep a non-refundable trip and handling fee to cover the work we already did, and we refund the remainder of what you paid.
• We will notify you promptly and explain, as best we understand it, why the document was not accepted.
• We will explain your options, which may include correcting the document and resubmitting it. A correction and resubmission may carry its own fee.

Placeholders to set: state the non-refundable trip and handling fee amount [placeholder], and the correction or resubmission fee (or how it is calculated) [placeholder].

7. Completed orders are non-refundable

Once your documents have been apostilled and your order is complete, the order is non-refundable, because the service you paid for has been performed. At that point the apostille has been obtained and your documents are on their way back to you.

8. How to request a cancellation or refund

To request a cancellation or refund, email us as soon as possible with your order number, using the contact details below. Timing matters, especially for rush orders, so please reach out right away. We will let you know how far along your order is and what can be refunded.

9. How refunds are issued

Approved refunds are returned to your original payment method through our payment processor, Stripe. Once we process a refund, it can take several business days to appear on your statement, depending on your bank or card issuer.

10. Questions

If anything here is unclear, please contact us before placing your order. We are happy to explain how refunds and cancellations work for your situation.