1. Cancellation Before Human Review
A customer may request cancellation before human review begins. An eligible cancellation receives a full refund to the original payment method. Account and payment status must allow us to identify and safely process the transaction.
2. Requests After Review Begins
Self-service cancellation is unavailable once human review begins because professional service work has started. This does not limit remedies for duplicate charges, service failure, unauthorized payment, or rights required by law.
3. Inconclusive Outcomes
If the initial evidence is insufficient, one additional-photo request may be offered without another service fee. If the evidence remains insufficient after the permitted additional-photo review, Get Identify issues an Inconclusive report and a full refund under the current service rule.
4. Duplicate or Incorrect Charges
Contact support promptly if the same order appears to have been charged more than once or the amount differs from the confirmed order. We will review payment-provider records and correct verified billing errors.
5. Service Failure
A full or partial refund may be appropriate if Get Identify cannot provide the purchased service because of an internal error, unsupported order accepted by mistake, or another failure attributable to the company. Available remedies depend on the circumstances and applicable law.
6. Non-refundable Situations
Except where required by law or stated otherwise in this policy, a completed Authentic or Not Authentic assessment is not refundable merely because the customer disagrees with the result, a third party declines the report, the item has limited resale value, or the customer provided incomplete, inaccurate, manipulated, or misleading information.
7. Refund Request Information
Include the order reference, account email, reason for the request, and relevant payment information that does not include a complete card number. We may request identity or account verification before changing a payment record.
8. Original Payment Method
Approved refunds are returned through the original payment method when supported by the payment provider. We do not normally redirect a card refund to another person, bank account, wallet, or payment method.
9. Processing Time and Bank Delays
We submit approved refunds to the payment provider after internal processing. The provider, card network, wallet, or bank controls when the credit appears. Display time varies and is not guaranteed by Get Identify.
10. Chargebacks
Contact support first when possible so we can investigate. A chargeback does not automatically cancel review work or erase valid records. We may provide order, service, communication, and refund records to the payment provider when responding to a dispute.
11. Mandatory Legal Rights and Contact
This policy does not limit refund, cancellation, billing-error, or consumer rights that applicable law does not permit parties to waive.
Questions or requests may be sent to support@getidentifyusainc.com or mailed to Get identify USA Inc., 8 The Green, Suite B, Dover, DE 19901, United States.