1. General policy

Apostille Assist provides independent document coordination, route clarification, assessment summaries, mail-in coordination, and support for Dutch documents intended for international use. Because requests may involve review, planning, communication, document handling, authority submission coordination, third-party steps, or reserved time, refund eligibility depends on the stage of the request.

Any additional handling, specialist work, courier costs, translation, legalisation, referral, government fees, return shipping, or third-party costs are discussed separately before proceeding whenever applicable.

2. Document Route Check

The Document Route Check is designed to help identify the most suitable next step for your document situation before coordination begins.

The route check may generate an assessment summary and indicate whether your situation appears suitable for mail-in document coordination, additional review, authority submission support, referral, or another route.

If a paid review or assessment fee applies, it may be non-refundable once review work has started, a response has been provided, or an assessment summary has been processed.

3. Document Coordination

Document Coordination is intended for prepared Dutch documents that appear suitable for mail-in coordination, dossier presentation, and apostille submission coordination after the Document Route Check.

If Document Coordination is cancelled before planning, communication, document handling, route preparation, authority submission coordination, or other work has started, a refund may be considered.

Once planning, communication, document handling, route preparation, submission coordination, or any related work has started, the starting fee may be partially or fully non-refundable.

4. Additional review or quoted handling

Some document situations require additional review before coordination can begin. This may apply to urgent, unclear, international, embassy-related, notarial, translated, corporate, court-related, or otherwise unusual situations.

Any paid handling, additional review, specialist work, referral, translation, courier, government, or third-party cost will be quoted or discussed before work begins whenever applicable.

5. Cancellations

You may request cancellation by contacting Apostille Assist as soon as possible.

• If no work has started, a refund may be possible.
• If review, planning, communication, document handling, submission coordination, or other work has started, a partial refund or no refund may apply.
• If third-party costs have already been paid, committed, or started, those costs are not refundable by Apostille Assist.
• If the client provides incorrect, incomplete, unsuitable, expired, or late information, this may affect refund eligibility.
• If the client chooses not to proceed after receiving route clarification, quoted handling, or next-step guidance, any work already completed may remain non-refundable.

6. Shipping and document responsibility

For mail-in coordination, the client is responsible for sending documents to Apostille Assist unless otherwise agreed in writing.

Return shipping, courier services, tracked delivery, special delivery requests, and international shipping may be quoted separately. Apostille Assist is not responsible for delays, loss, damage, or delivery issues caused by postal providers, couriers, or third-party delivery services.

7. Third-party costs

Some document situations may involve third-party costs such as courier fees, translation costs, notarial costs, government fees, court fees, specialist handling, legalisation costs, or other external charges.

These third-party costs are generally non-refundable once paid, committed, or started, unless the third party itself agrees to refund them.

8. Incorrect or incomplete documents

Apostille Assist may review information provided by the client and help determine a suitable route, but final requirements can depend on the document type, issuing authority, destination country, foreign authority, embassy, court, notary, government office, or other third parties.

Refunds are generally not provided where delays, rejection, extra costs, or additional steps are caused by incorrect, incomplete, expired, unsuitable, non-prepared, or wrongly issued documents supplied by the client.

9. No guarantee of official outcome

Apostille Assist helps with coordination, route clarification, communication, and submission support. However, decisions by government authorities, embassies, courts, notaries, translators, courier services, postal providers, or other third parties are outside the direct control of Apostille Assist.

A refund is not automatically due if an external authority requires additional steps, rejects a document, changes requirements, requests further information, causes delays, or refuses to accept a document.

10. Refund processing

Approved refunds are normally returned to the original payment method where possible. Processing times may depend on the payment provider, bank, or payment method used.

Any payment processing fees, bank charges, currency conversion costs, or non-refundable provider fees may be deducted where applicable.

11. How to request a cancellation or refund

To request a cancellation or refund, contact Apostille Assist with your name, contact details, payment reference if available, and a short explanation of your request.