Refunds and Cancellations

Every job is quoted in writing before any work begins, so you know exactly what you are paying for. Once a job has started, we do not give refunds — instead, we complete the work, and if a document needs to be redone because of our error, we reissue it free of charge. Official fees paid to a notary, SAL or an embassy are never refundable, because those bodies do not refund them.

A job starts when you accept our quotation and we have done any of the following: booked a notary for your visit, collected your documents, paid an official fee on your behalf, or begun a translation. Before that point, nothing is payable.

• Before the job has started: if you have paid in advance, we hold the amount as credit for any future job for 6 months, or, at your request, return it to the original payment method.
• After the job has started: no refund is given. We will complete the work already in progress if you wish, or hand back your documents at the stage they have reached, and official fees already paid cannot be recovered.

• 24 hours’ notice or more: free rescheduling, as many times as you need within 30 days.
• Less than 24 hours’ notice: we will try to move the visit without charge; if the notary has already set out or cannot be released, the visit fee is charged and a new visit is booked at the standard visit fee.
• If the visit can’t go ahead on arrival — for example a signer is absent, has no valid ID, or the document has already been signed — the visit fee is charged, and we will help you fix the issue and book a new visit.

If a document has to be redone because of something we did wrong — for example it was filed in the wrong form, or SAL or an embassy rejects it because of our error — we fix it and resubmit at no extra charge for our work, and we also cover any repeat official fee that our error caused.

Where a recipient or an official body rejects a document for a reason outside our control — the content of the document, a signer’s ID, or a change in the recipient’s requirements — we will review the reasons with you and quote the next step.

Overseas authorities, employers, banks and universities make their own decisions. If a document that was correctly notarised, apostilled or legalised is still rejected abroad, that is not something we can refund, but we will review what the recipient said and tell you the options.

Nothing in this policy affects any rights you have under Singapore law that cannot be excluded, including under the Consumer Protection (Fair Trading) Act. Questions about this policy? WhatsApp +65 3129 4104 or email info@attestationrunner.sg.