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 refund what you paid, minus a flat $35 cancellation fee that covers the handling already done and the prepaid shipping label we have already sent you.

4. Prepaid shipping label

We create and email your prepaid inbound shipping label right after you check out, so its cost is incurred immediately. That label cost is already included in the flat $35 cancellation fee in Section 3, so if you cancel before we submit to the state, we will not charge you for it a second time.

5. Rush orders

If your order included the Rush service level, your prepaid label is an expedited (express) shipping label, which costs more, and that cost is incurred as soon as you check out. So if you cancel a rush order, we keep an additional $30 on top of the $35 cancellation fee (a total of $65) to cover the more expensive express label. Everything beyond that is refunded under the standard rule in Section 3.

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 $65 trip and return-shipping fee, which covers our trip to the state office and a new prepaid label to ship your documents back to you, 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.
• You are welcome to correct the document and place a new order to try again.

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. 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.