Refund Policy

1How the wallet works

VerifyDocs is prepaid. You top up your wallet through the dashboard, and that balance is drawn down as you use the API — there are no invoices, credit lines, or post-paid billing cycles.

2When you're charged

A fee is deducted from your wallet only when a verification request completes and returns a result — whether that result is a match or a no-match. Both outcomes reflect a real check that was actually performed against the underlying data source, so both are billable events.

3When you're not charged

• Your wallet balance is insufficient to cover the request — the call is rejected before any check is run, and nothing is deducted.
• The request fails due to a technical error on our end (timeout, malformed response, an outage on our side) before a result is returned.
• Sandbox/test-mode requests, which never touch your live wallet balance.

4Completed verifications are not refundable

Once a verification request has completed and returned a result, the fee for that request is final and non-refundable — this applies even if the result was a no-match, or if the outcome wasn't what you expected. The fee covers the cost of performing the check itself, not a guarantee of a particular result.

5Withdrawing your balance

Any balance sitting in your wallet that hasn't been used for a verification remains yours. You can request a withdrawal of your remaining balance at any time, for any amount up to your current balance — there is no minimum holding period, no lock-in, and no condition you need to meet to become eligible to withdraw.

• Withdrawals are initiated from the dashboard or by contacting support.
• Funds are returned to the same payment method or bank account used for top-up, or another verified account on file.
• We may carry out a standard identity/account check before releasing a withdrawal, to confirm the request is coming from the account holder.

6Withdrawal processing time

We process withdrawal requests promptly on our end, but the time funds actually take to reach your account depends on your bank and our payment gateway partner, not on us — this can range from the same day to a few business days depending on the rail used and your bank's own processing schedule.

7Duplicate or erroneous charges

If you believe your wallet was deducted for a request that did not actually complete, or was deducted twice for the same request due to a technical fault, contact support with the relevant reference ID. Once verified against our logs, any confirmed erroneous deduction is credited back to your wallet balance.

8Chargebacks

Please contact us before initiating a chargeback with your bank or card issuer — most billing questions can be resolved faster directly. Wallet top-ups disputed as chargebacks without first contacting us may result in a temporary hold on the account while the dispute is investigated.

9Account closure

If you close your VerifyDocs account, any remaining wallet balance can still be withdrawn per the process above — closing an account does not forfeit an unused balance.

10Changes to this policy

We may update this policy from time to time. Material changes will be communicated via email or dashboard notice before they take effect. The "Effective date" at the top of this page reflects the latest revision.

11Contact

For withdrawal requests or billing questions, reach out using the details below.