Refund & Cancellation Policy

This Policy applies to fees paid to CERTA ITIN LLC for Certa services. ITIN and tax work begins soon after payment, and much of it is personalized and cannot be reused. Refund eligibility therefore changes as the case reaches clear work milestones.

The IRS alone decides ITIN approval and processing time. An IRS denial, delay, request for information, or a tax result you did not expect does not by itself create a refund right. Certa will correct an error caused by Certa at no additional professional fee and will continue the included support described in your order.

A major milestone occurs when any of the following has been substantially completed for the affected applicant: CAA document authentication, federal return preparation, required-signature coordination or recording, or generation of the filing package. We will identify the milestone and any nonrecoverable case cost when deciding a request.

Some countries or states give consumers a longer cooling-off or cancellation period for services purchased online. Those rights apply despite the standard schedule above. If you ask Certa to begin personalized work during a statutory cancellation period, you may still cancel where the law allows, but we may deduct a lawful, proportionate amount for work completed at your express request. A statutory right may end after the service is fully performed only when the law permits and you gave the required prior acknowledgement.

Certa will not treat a delay in sending identity documents as a waiver of a non-waivable cancellation right. Contact support promptly so we can stop avoidable work and costs.

If Certa determines it cannot perform the purchased service for a reason not caused by your ineligibility, inaccurate or missing information, non-response, fraud risk, or failure to follow required steps, we will refund the unperformed portion. If no material professional work was completed, we will refund the full service fee. This does not limit any remedy the law requires.

• You normally pay tracked inbound delivery of an original identity document unless Certa expressly provides a label.
• Certa's service fee includes the tracked return of the original after authentication and the standard mailing of the filing package when those services are included in your order.
• Expedited delivery, address corrections, re-delivery, or replacement shipments caused by an incorrect address, missed delivery, or customer request may be charged separately.
• Carrier charges already incurred and other disclosed, nonrecoverable case-specific costs are not refundable unless the law requires otherwise or Certa caused the cost.

You may reschedule before the appointment starts. Certa permits two reasonable reschedules without a fee. A missed interview or delayed document shipment does not reset work already completed or extend a refund window.

If you do not provide a required document, answer, signature, authorization, or funded tax amount, we may pause the case. After at least 30 days of inactivity and reasonable notice, we may close it. Refund eligibility remains based on the milestones and costs already reached.

Your service fee is separate from any federal tax you owe. Certa does not fund your tax liability. When a Certa-prepared return shows a balance due, you must provide the exact tax amount through the approved process before Certa purchases or records a money order. Certa may cover the money-order purchase fee, payment-voucher preparation, standard postage, and handling when your order says they are included.

Tax funds are restricted to the stated tax payment. If the amount changes before purchase, we will reconcile the authorization and funding. Any unused tax funds must be returned through the lawful funding route and are not forfeited under the service-fee refund schedule. After purchase, cancellation, replacement, loss, or refund of a money order is subject to the issuer's procedures, fees, timing, and evidence requirements. Tax funds are not treated as Certa service revenue.

Email support@certaitin.com from the address on your account. Include your name, case number, and reason. Do not email identity documents, full tax records, card details, or account passwords.

We aim to decide complete requests within five business days. Approved card refunds are sent to the original payment method. Stripe and your bank control final posting time, which is commonly five to ten business days. We will explain any deduction for completed work or a case-specific cost.

Please contact us before filing a payment dispute so we can investigate and resolve the concern. Fraudulent chargebacks do not erase payment obligations or professional records. Nothing in this Policy limits a cancellation, cooling-off, refund, consumer-protection, or payment right that applies to you and cannot lawfully be waived. Where mandatory local law provides a more favorable remedy, that law controls.

The version acknowledged at checkout applies to that purchase unless a later version is more favorable or law requires otherwise. We may update this Policy prospectively and will display the effective date.