Refund Policy

VitalCopy charges a service processing fee for preparing and submitting your vital records application to the appropriate government agency. Because our service involves significant manual work and government fees that are paid on your behalf, refunds are subject to the conditions described below.

Please read this policy carefully before placing your order. If you have questions, contact us through our support page before ordering.

Full refund — You are entitled to a full refund if:

• You cancel your order within 24 hours of placement and before your application has been submitted to the government agency
• The government agency is unable to locate the requested record and returns the application without fulfillment
• VitalCopy is unable to process your request due to an error on our part

Partial refund (service fee only) — The VitalCopy service fee may be refunded in the following situations:

• Your application is rejected by the government agency due to an error in our preparation of the documents (not due to inaccurate information you provided)
• You provided valid, complete information but the record could not be retrieved due to state access restrictions

The following fees are non-refundable in all cases:

• Government/state fees — Once we have submitted your application and the state fee has been paid to the government agency, that fee cannot be recovered regardless of the outcome.
• Shipping fees — Shipping charges are non-refundable once a label has been generated or your document has shipped.
• Orders cancelled after submission — Once your application has been submitted to the government agency, we cannot recall or cancel it, and no refund will be issued for the government fee portion.
• Rejections due to customer error — If your application is rejected because you provided inaccurate, incomplete, or false information, no refund will be issued.
• Failure to provide required documents — If you fail to upload required identity verification documents within 7 business days of your order and your order must be cancelled, a processing fee of up to 50% of the service fee may be retained.

To request a refund, contact us through our support page with:

• Your order number
• The email address used when placing the order
• A brief description of your refund request and reason

We will review your request and respond within 2–3 business days. Approved refunds are processed back to the original payment method and typically appear within 5–10 business days depending on your card issuer.

We encourage you to contact us directly before initiating a chargeback with your bank or credit card company. We are committed to resolving disputes fairly and quickly. Unauthorized chargebacks for services that were rendered as described may result in the suspension of your ability to use VitalCopy in the future.

Government agencies control their own processing timelines, which can vary significantly by state, record type, and current demand. Delays caused by government agencies are outside our control and are not grounds for a refund of the government or shipping fee. If you are experiencing unusual delays, contact us and we will do our best to follow up with the agency on your behalf.

Have a question about your order or this policy? Reach out via our support pageand our team will respond within 1–2 business days.