Refund policy

RETURNS AND REFUND POLICY
enotary® offers a 30-day refund policy, which means you have 30 days from the date you place your order or receive your notarised documents to cancel the contract and request a refund.
To start the refund process, you can send a request via the contact page or your account portal.

REFUND GUARANTEE
enotary® offers a 100% money-back guarantee in the following circumstances:

  1. Notarisation Errors: If the notarisation process is flawed, leading to the document being rejected, a full refund will be issued; and
  2. Inability to Legalise (an Apostille): If the document cannot be legalised by the Foreign, Commonwealth and Development Office (FCDO) and it is not the fault of the client, the full fee for the apostille will be refunded.

REFUND EXCEPTIONS
Refunds are not provided if the notarised documents are rejected due to incorrect information from the client, or if work has been performed during the cancellation period. Exceptions include:

  1. Incorrect Client Information: If the document is rejected because of incorrect, incomplete, or insufficient details provided by the client, refunds will be denied;
  2. Client Responsibility to Verify: You are responsible for verifying in advance whether the receiving authority accepts documents processed by the notary, as requirements vary significantly; and
  3. Inability to Legalise (an Apostille): If the document cannot be legalised by the Foreign, Commonwealth and Development Office (FCDO), and there is clear guidance available about why it cannot, the full fee for the apostille will be charged.

ADMINISTRATION FEE
An administration fee of 5% will be deducted from any refund to cover payment and transaction costs if:

  1. Outside Cancellation Period: You request cancellation after the 14-day cancellation period; or
  2. Non-performance: Your order is cancelled because we did not receive a signed Client Engagement Letter and Consent Form within 14 days of issuance.

REFUND PROCESS
enotary® will notify you once your refund request is received, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since your return was approved, please contact us via the contact page or your account portal.