This Refund Policy outlines the terms and conditions under which refunds will be issued for our products and services.
While we are committed to assisting you, it’s important to note that we are not responsible for any errors or inaccuracies in the information you provide on the application, nor for the time taken by the Health Department Office to process your request, as it is at their discretion.
Scope and Overview:
This refund policy applies to all services offered by Vital Records Online through our website at www.vitalrecordsonline.com.
Refund Eligibility:
Refunds are available for the following fees/add-ons if they have not been used AND the application has not been processed or validated by Vital Records Online. After that, any of the following fees/add-ons won’t be refundable, but Vital Records Online will still mail/e-file the application to the proper Health Department Office or to the applicant’s delivery address if a wet signature is required or an in-person notary is selected:
- Preparation/Processing/Service Fee
- Add-on: Printed Money Order
- Add-on: Insurance
- Add-on: Premium Customer Service
Non-Refundable Add-ons or Fees:
The following fees/add-ons are non-refundable if the refund request is placed after 48 hours from the purchase date OR if the application has already been mailed/electronically filed to the Health Department Office or the applicant’s delivery address, whichever occurs first:
- State Fee
- Add-on: Expedited Processing
- Add-on: Expedited Return Envelope
- Add-on: Application Tracking
- Add-on: 2-Day Priority Shipping With FedEx
Refund Process:
To request a refund, please contact our customer support team at [email protected] or contact us here within the specified refundable terms. Provide your order ID number and a detailed explanation of your refund request.
Third-Party Services:
For certain services, Vital Records Online utilizes third-party providers. Refunds and issues related to these services are subject to the terms and conditions of the third-party provider. Vital Records Online holds no responsibility for transactions processed by third parties.
- Online Notary Fee: The online notary service is provided by a third party. Any issues or claims should be addressed directly on the third-party website.
Exceptions or Special Cases:
In certain limited circumstances, Vital Records Online will offer a refund of their preparation/processing/service fee plus any add-ons purchased. Refunds are applicable under the following conditions:
- Service unfulfilled: If Vital Records Online is unable to fulfill the order.
- Duplicate payment: In the case where a user accidentally submits the payment multiple times for the same application, a refund for the duplicate payment could be considered.
Refund Methods:
Refunds will be processed through the original payment method, and the timeframe for processing may vary due to several factors. Different financial institutions and payment processors have their own internal procedures, which can influence how quickly refunds are processed. Additionally, the method used for the original payment and the occurrence of banking holidays or weekends can also impact the processing time. While we strive to process refunds promptly, please be aware that the exact timeframe may vary depending on these external factors. We appreciate your patience and understanding as we work to ensure that refund transactions are completed as efficiently as possible.
Policy Changes:
VRO LLC reserves the right to update or modify this Refund Policy at any time without prior notice. The effective date will be updated accordingly.
Contact Information:
If you have any questions or concerns regarding our Refund Policy, please contact us at:
844-387-0200