Fairness, with clarity.

You may request a full refund before review of your item begins. Contact us with your case reference and the service you are asking about so we can check its review status.

Once a service review has begun, its fee covers the work for that service and does not guarantee an authenticated result or any particular valuation. Refund requests after that point are considered individually. Authentication and valuation are distinct services, including when selected together.

If we cannot provide a purchased service, or you were charged twice for the same case, we will refund the affected service fee. An unable-to-determine authentication result is not itself a promise of a refund; contact us to discuss additional evidence or a request under this policy.

Approved refunds are returned to the original payment method. Your payment provider’s processing time may vary.

This policy does not limit any rights that apply under consumer law.