Refund & Cancellation Policy
Effective Date: April 2026 · Peak Document Services
Quick Reference — Cancellation by Stage
| Stage | Charge Status | Result |
|---|---|---|
| Order placed, application not yet started | Auth hold only — no charge | Full void, no fee |
| Documents uploaded, application in progress | Auth hold only — no charge | Full void, no fee |
| Application submitted | Captured on completion | Service fee non-refundable |
| Document complete and delivered | Charge captured | Service complete |
How Our Payment Model Works
When you place an order, we place an authorization hold on your payment method for the full service fee. This hold reserves the funds but does not charge your account. Your payment method is only charged when your completed travel document is confirmed ready for delivery. This model ensures you are never charged for a service we have not completed.
Cancellation Before Application Initiated
If you cancel your order before your application documents have been uploaded and your application has been initiated in our platform, you will receive a full cancellation. The authorization hold will be voided in full. No charge will be made and there is no cancellation fee at this stage.
Cancellation After Application In Progress
If you cancel after your documents have been uploaded and your application is in progress but before submission has been initiated, the authorization hold will be voided in full. No charge will be made. Any materials provided will be handled per our data retention policy. No cancellation fee applies at this stage.
After Submission — Non-Refundable
Once your application has been submitted through our platform, the service fee is non-refundable. At the point of submission, our service has been substantially performed — document review, preparation, and application coordination are complete. Submitted orders are not eligible for service fee refund.
Third-Party Fees
Any applicable third-party fees — including government filing fees, visa fees, or carrier fees — are not included in our service fee, are your responsibility, and are non-refundable regardless of circumstances as they are outside our control.
Application Issues Due to Customer Error
If your application is delayed or cannot be processed due to an error, omission, or inaccuracy in information or documents you provided, our service fee is non-refundable. Our platform review process identifies the most common issues prior to submission; however, we cannot guarantee successful processing when incorrect information or documents are provided by the customer.
Application Issues Due to Our Error
In the rare event that an application is delayed or cannot proceed due to an error made by Peak Document Services, we will reprocess your application at no additional service charge. If reprocessing is not possible or not desired, we will issue a full refund of our service fee.
Processing Delays
Peak Document Services is not responsible for delays caused by third-party processing times or factors outside our platform's control. Processing timeframes provided at order are estimates and are not guaranteed. Such delays do not entitle the customer to a service fee refund, as our service has been performed. If a significant delay affects your travel plans, please contact us and we will evaluate your situation individually.
Document Delivery
Completed documents are delivered to the customer via the applicable method — electronic delivery or physical shipment as appropriate. In the event of a confirmed delivery failure attributable to our process, we will take appropriate corrective action and will waive our service fee for any required reprocessing.
Inactive Orders
If your application has been initiated and we are unable to reach you after three documented contact attempts over 30 days, your order may be placed on hold. If communication is not re-established within an additional 30 days, we reserve the right to close the order and void the authorization hold.
Chargeback Policy
We encourage customers to contact us directly at (650) 292-3040 or support@docuneed.com before initiating a chargeback with their card issuer. Most issues can be resolved quickly. Initiating a chargeback without first contacting us may result in suspension of service and reporting to applicable fraud prevention networks. We maintain detailed records of all transactions, communications, and service delivery for dispute resolution purposes.
How to Request a Cancellation or Refund
To cancel your order or request a refund, contact your assigned consultant directly or reach us at support@docuneed.com or (650) 292-3040 with your order number and a brief description of your request. We respond to all requests within one business day. Authorization hold voids typically clear from your account within 3-7 business days depending on your card issuer.
Governing Law
This Refund & Cancellation Policy is governed by applicable law. Any disputes arising from this policy shall be resolved in accordance with the dispute resolution provisions of our Terms of Service.
Questions About Your Order?
Contact us before initiating a dispute — most issues are resolved same day.