Refund & Cancellation Policy

Understanding refunds starts with the three kinds of charges on a LuroDocs order:

• Our service fee — what you pay LuroDocs for coordinating, verifying, and delivering your case.
• Government fees — charged by the issuing authority (for example, the Florida Secretary of State or U.S. Department of State) and passed through at cost. These are set and collected by the government, not by us.
• Third-party fees — independent notary, certified-translator, and courier/shipping costs.

What’s refundable depends on which of these has already been incurred, and whether your documents have been submitted.

You may cancel any time before we submit your documents to a government agency. We refund our service fee in full, minus any third-party costs already incurred on your behalf — for example, a notary session that already took place or a translation that was already started. If no such costs have been incurred, your refund is complete.

• Government and third-party fees are non-refundable once incurred. State, federal, and foreign authority fees are non-refundable by the issuing authority, and work already performed by a notary or translator has been delivered.
• Our service fee is non-refundable once your case has been submitted, because the coordination and verification work is substantially complete at that point.

Signing appointments follow a commitment-based policy, because a notary sets aside time — and, for a mobile visit, travels to you — specifically for your appointment.

• Free before dispatch. Cancel or reschedule a mobile signing at no charge any time before your notary is dispatched (heads out to your location).
• After your notary is on the way. Once your notary has been dispatched, the travel fee and any same-day / rush fee are non-refundable — they cover the trip already underway — and we refund the remainder of your payment. Your notary is paid a trip fee for the visit.
• Online (RON) sessions. Cancel at no charge before your scheduled session. If you don’t attend a scheduled online session, a $25 no-show fee applies and the rest is refunded.
• Same-day / rush fee. Because a rush booking commits resources right away, the same-day / rush premium is non-refundable once added, even before dispatch.
• If your notary cancels. You are never charged a fee when a notary cancels. We reassign another notary right away, or you can cancel for a full refund — no fee.

The exact amount kept and refunded is shown to you before you confirm any cancellation.

We may decline or cancel a case if we discover a document defect that makes the submission unlawful, fraudulent, or impossible to complete. In that event we refund our service fee, less verifiable third-party costs already incurred.

If the Florida Secretary of State or the U.S. Department of State rejects your submission because of an error we made in preparation, verification, or submission, we redo the work at our cost — including our service fee (waived for the resubmission), the state’s re-submission fee, and standard shipping for the redo cycle.

The redo guarantee does not cover:

• Rejections caused by information you provided that turned out to be inaccurate (wrong destination country, incorrect document status, and the like).
• Rejections by foreign consulates or embassies, which set their own acceptance rules we cannot control.
• Rejections from document defects outside our control (issuing-agency errors, outdated seals, or regulations that changed after we submitted).
• Expedited shipping costs on a redo cycle, or a translation redo where the target language or specification changed after translation.

We publish realistic timelines based on current state and federal processing windows, but actual delivery depends on factors outside our control (processing backlogs, courier delays, weather, holidays, and consulate schedules). A missed estimate is not by itself grounds for a refund. Where we offer a specific service-level commitment on a given order, that commitment governs.

Email hello@lurodocs.com from the address on your account, or use the contact options in your dashboard, and tell us your case reference. We’ll confirm what stage your case is at and process any refund due to your original payment method, typically within 5–10 business days of approval.