Last updated: June 2026
This policy explains when a refund may be available for our certificate and passport assistance services. Our fees are made up of two distinct parts: the official government fee (paid to the HSE, GRO or Department of Foreign Affairs) and our service fee (for the assistance we provide). The shipping fee covers the cost of delivery.
If you cancel your request before we have submitted it to the relevant Irish authority, you are entitled to a full refund of our service fee and any government fee or shipping fee already collected but not yet paid out.
Once your request has been submitted to the HSE, GRO or Department of Foreign Affairs, the official government fee becomes non-refundable, as it is paid to and processed by that authority. Our service fee may be partially refunded depending on the work already carried out on your case at the time of cancellation.
If an application is rejected or delayed by the relevant Irish authority due to incomplete or inaccurate information provided by you, the government fee and our service fee already incurred are not refundable. We will, where possible, assist with a correction or resubmission, which may carry an additional fee. Delays caused by postal services or by the issuing authority are outside of our control and are not grounds for a refund.
If a mistake on our part (for example, an error in the information we submitted) causes your application to be rejected or delayed, we will correct it at no additional service fee.
To request a refund, contact us at [email protected] with your name and request details. We aim to respond to refund requests within 5 business days.
We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated revision date.
