Refund Policy

1. Our Service Fee vs. Government Fees

Our fee covers the review and preparation of your request only. Government fees (paid to Births, Deaths and Marriages or New Zealand Passports) are set and collected independently by those authorities and are not refundable by us under any circumstances, as we do not control or receive those fees.

2. Refund of Our Service Fee

• If you cancel before we have started reviewing your case, we will refund our service fee in full.
• If you cancel after we have started reviewing your case but before submission guidance has been provided, a partial refund may apply, reflecting the work already carried out.
• Once we have provided our review and submission guidance, our service fee is not refundable, as the service has been delivered.

3. Rejections by BDM or New Zealand Passports

We cannot guarantee that BDM or New Zealand Passports will approve or process any request, as this decision rests solely with those authorities. If your request is rejected or delayed due to circumstances outside our control (such as missing official records, eligibility issues, or changes in government requirements), our service fee remains not refundable, since our role (reviewing and preparing your request) was performed. If a rejection is due to an error on our part in reviewing your information, contact us and we will assess the situation individually.

4. How to Request a Refund

Email [email protected] with your order details. We will respond within a reasonable timeframe to confirm whether a refund applies and process it accordingly.

5. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated revision date.