Completed checks
Completed checks are generally not refundable because credits are consumed to process the file and produce a result. A result does not need to be a pass to be considered completed.
Service failures
If a paid check cannot be completed because of a service-side failure, contact us with the transaction and check details. We may restore credits, rerun the check, or issue a refund where appropriate.
Before a check starts
If a transaction is duplicated or a check clearly has not started, contact us promptly. We will review the available transaction and service evidence.
Not covered
- A destination, reviewer, court, agency, registry, or portal does not accept a submission.
- A result identifies an issue in a file you provided.
- You selected an unsuitable validator, ruleset, or profile when the interface made the scope available.
- A change to an outside requirement occurs after a completed check.
How to request review
Use the contact page and provide the email used at purchase, date, validator, and a concise description. Do not attach sensitive documents unless we ask for a secure support route.