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Refund & Cancellation Policy

Last updated: September 2026

We want you to be satisfied with our services. This policy explains when and how you can request a refund or cancel an order.

1. Before Processing Begins

Full Refund Available

If you cancel your order before we begin processing, you are eligible for a full refund of all fees paid.

Processing typically begins within 1-2 business days of order placement. To cancel before processing begins, please contact us as soon as possible at support@myglobe.io.

2. After Processing Has Started

Partial Refund May Be Available

Once processing has begun, refunds are partial based on work completed and third-party fees incurred.

Partial refunds account for:

  • Work already completed on your order
  • Government fees already paid on your behalf (these are typically non-refundable)
  • Third-party service fees incurred
  • Administrative processing costs

The exact refund amount depends on how far your order has progressed. We will provide a breakdown if you request cancellation after processing has begun.

3. Non-Refundable Situations

No Refund Available

Refunds are not available for completed services or in certain other circumstances.

Refunds are generally not available when:

  • Services are complete: Authenticated documents have been processed and shipped
  • Government fees have been paid: Fees paid to government agencies are typically non-refundable
  • Shipping has occurred: Once documents are shipped, shipping costs are non-refundable
  • Documents were rejected due to user error: If documents cannot be processed because they were incomplete, inauthentic, or did not meet stated requirements
  • Customer-caused delays: If processing is delayed due to failure to provide requested information or approvals

4. Third-Party Rejections

If a government agency, embassy, or other third party rejects your documents for reasons outside our control, refunds are handled on a case-by-case basis. We will work with you to resolve issues where possible.

We are not responsible for rejections due to document content, issuer requirements, or destination country policy changes.

5. How to Request a Refund

To request a refund or cancel an order:

  1. Email support@myglobe.io with your order number and reason for cancellation
  2. We will review your request and respond within 2 business days
  3. If eligible, refunds will be processed within 5-10 business days

6. Refund Method

Refunds are issued to the original payment method. The time it takes for the refund to appear depends on your payment provider:

  • Credit/Debit Cards: 5-10 business days
  • Other methods: Varies by provider

7. Disputes

If you believe you are entitled to a refund that we have denied, please contact us with additional information. We will review your case and make a final determination.

For unresolved disputes, you may contact your payment provider to file a dispute, though we encourage you to work with us first to find a resolution.

8. Contact Us

For refund requests or questions about this policy:

Email: support@myglobe.io
Include your order number in all communications.