At Prime Apostille Services (PAS), we aim to provide transparent and reliable apostille, attestation, and document legalization services. This Cancellation & Refund Policy explains when cancellations and refunds are allowed and how refund requests are handled.

1. Cancellation of Orders

Before Processing Begins

You may request to cancel your order if:

• Your documents have not yet been submitted for processing.
• Government or embassy procedures have not started.
• PAS has not incurred high costs on your behalf.
  
  

If your cancellation request is approved before processing begins, you may be eligible for a refund after deducting any administrative or processing charges, if applicable.

After Processing Begins

Once any of the following actions have occurred, your order may no longer be eligible for cancellation:

• Documents have been submitted to MEA.
• Documents have been submitted to an embassy or consulate.
• SDM or HRD verification has started.
• Government fees have been paid.
• Courier pickup has been completed.
• Translation or notarization work has begun.
• PAS has started substantial processing work.
  
  

In such cases, refunds may be partial or unavailable depending on the stage of processing and costs already incurred.

2. Refund Eligibility

Refund requests are reviewed on a case-by-case basis.

A refund may be considered if:

• PAS is unable to provide the requested service due to internal reasons.
• A duplicate payment has been made by mistake.
• An order is cancelled before processing begins.
• A service cannot be completed due to circumstances within PAS’s control.
  
  

The amount refunded, if any, will depend on:

 

• The stage of processing.
• Administrative work completed.
• Government or embassy fees already paid.
• Courier charges incurred.
• Third-party expenses already incurred.
  
  

3. Non-Refundable Charges

The following charges are generally non-refundable:

• Government fees
• Ministry of External Affairs (MEA) fees
• Embassy or consulate fees
• HRD or SDM charges
• Translation fees
• Notary charges
• Courier and shipping charges
• GST and applicable taxes
• Payment gateway fees
• Charges paid to third-party service providers
  
  

These expenses are often paid immediately and cannot be recovered by PAS.

4. Rejected or Ineligible Documents

Refunds will generally not be issued if:

• The submitted documents are fake, forged, or invalid.
• The documents do not meet government or embassy requirements.
• Incorrect information was provided by the customer.
• A government authority or embassy rejects the application.
• The destination country changes its requirements.
• The customer fails to provide additional documents requested during processing.
  
  

Prime Apostille Services acts only as a facilitator and cannot guarantee approval by any government authority or embassy.

5. Our Refund Process

1. Contacting Customer Support

If you wish to request a refund or cancel your order, please contact your assigned Relationship Executive via email. Kindly provide your order details, including the document attestation or apostille request information, along with the reason for your refund or cancellation request. This will help us review your request more efficiently.

2. Refund Evaluation

Once we receive your request, our team will carefully evaluate it in accordance with our Cancellation & Refund Policy. The evaluation may include reviewing the current status of your application, checking for any errors or omissions, and contacting you if additional information or clarification is required.

3. Refund Issuance

If your refund request is approved, Prime Apostille Services (PAS) will process the refund within 7 working days. The refund amount will generally be credited through the original payment method used at the time of purchase, unless otherwise agreed upon by both parties.