Cancellation, No-Show & Refund Policy

1. Cancellations & rescheduling

• 72 or more hours before: Full refund of the service fee and the travel fee, or one free reschedule.
• 72 – 48 hours before: 50% refund of the service fee, or one one-time reschedule used within thirty (30) days; the travel fee is refunded in full.
• 48 – 24 hours before: No refund of any kind. You may reschedule one (1) time at no additional charge to a date within thirty (30) days. Failure to use the reschedule within that window forfeits all remaining funds.
• Inside 24 hours / same day: All service and travel fees are forfeited in full. You may reschedule one (1) time at our discretion within thirty (30) days; no second reschedule will be granted.
• After the service is rendered: All fees are non-refundable under any circumstances, including dissatisfaction with laboratory results, third-party acceptance decisions, or post-appointment changes of mind.

2. No-shows & the 15-minute rule

Our agent will arrive at the agreed meet-up location at or before the scheduled start time. If the client, donor, signer, or any required participant or required document is not present and ready within fifteen (15) minutes of the scheduled start time — whether at a mobile location or at our meet-up point — the appointment is automatically a no-show:

• All service and travel fees are forfeited in full — no exceptions, no refunds, no credits.
• Our agent is not required to wait beyond the 15-minute grace period and will depart immediately to honor other clients on the schedule.
• Any future appointment is treated as a new booking with a new service fee and a new travel fee — prior payments are not credited.
• A second no-show within any rolling twelve-month period may result in a permanent refusal of future service.

3. Right to refuse, cancel & protect our staff

Our team members are professionals and human beings with families to return home to. We treat every client with respect and we expect the same in return. The Company reserves the absolute right to refuse, suspend, terminate, or cancel any appointment without refund if any client, participant, household member, bystander, or third party at the appointment location:

• Threatens, harasses, intimidates, harms, or attempts to harm any of our staff or contractors;
• Engages in verbal abuse, racial or sexual harassment, profanity, or aggressive conduct;
• Is visibly impaired by alcohol, drugs, or other substances;
• Attempts to coerce, bribe, or compromise the integrity of any service, specimen, signature, or notarial act;
• Refuses to comply with our written policies, identity-verification requirements, or applicable law;
• Creates an unsafe, unsanitary, or hostile environment of any kind.

In any of these situations, all service and travel fees are forfeited in full, the client will be permanently barred from rebooking, the appropriate law-enforcement authorities will be notified, and where a legal matter is involved the presiding judge, opposing counsel, employer, court, or requesting agency will also be formally notified of the incident along with all supporting documentation. We have zero tolerance for mistreatment of any kind.

All telephone, text, and email contact with our specialists must remain respectful and professional. We are courteous to your time and we expect the same courtesy in return. Repeated rude, abusive, or harassing communication is grounds for immediate cancellation under this Section with no refund.

4. Travel fee terms

We apply a travel fee to come to you. The amount varies based on distance and is subject to change for locations outside our core service areas. The travel fee is fully refundable when you cancel 48 hours or more in advance. Between 48 and 24 hours before the appointment, the travel fee is non-refundable but may still be rescheduled once. Inside 24 hours, on the day of the appointment, for any no-show, or if you are15 minutes late to the meet-up, the travel fee isforfeited in full. Once our agent is en route, the travel fee is fully earned under all circumstances.

5. Refused or incomplete service

All fees are non-refundable if we cannot complete the service due to any of the following:

• Inability to verify a valid, non-expired government-issued photo ID.
• Refusal to complete or sign required consent, chain-of-custody, I-9, or acknowledgment forms.
• Suspected adulteration, substitution, dilution, or tampering with a specimen.
• Visible impairment, threatening conduct, or behavior that violates our policies, our agent's safety, or applicable law.
• Missing, illegible, or unauthorized supporting documents.
• Inability of the client or signer to demonstrate sound mind, willingness, and awareness as required by Texas notarial law.

6. Weather, emergencies & service interruptions

If the Company must cancel or reschedule due to weather, equipment failure, illness, accident, or other circumstances beyond our control, you will be offered the next available appointment or a full refund — your choice. Client-initiated emergencies are reviewed case-by-case; written documentation may be required for any discretionary exception, and any exception is a courtesy, not a right.

7. Group, employer & multi-person bookings

For bookings that cover more than one person, each individual no-show or late cancellation is treated as a separate appointment under this policy. The party who paid is responsible for all forfeited fees.

8. Quote-only services & deposits

Life-insurance consultations and other quote-based services may require a non-refundable deposit. Deposits are credited toward the final invoice when the service is completed and are forfeited under the same timelines outlined in Sections 1–3.

9. Refund processing

Approved refunds are issued exclusively to the original payment method within 5–10 business days of written approval. We do not issue cash refunds, gift cards, or third-party transfers under any circumstances.

10. Chargebacks

Please contact us before disputing a charge. Chargebacks filed for services rendered, no-shows, late-arrival forfeitures, or fees that are non-refundable under this policy will be contested with full documentation, including timestamps, signed forms, and dispatch records. You may be held responsible for any chargeback fees, collection costs, and reasonable attorney's fees we incur in defending an improper chargeback.

11. How to cancel or reschedule

Contact us as soon as possible using the methods on our contact page. Email or text is required so your request is timestamped — voice messages are not considered received until returned during business hours. The effective cancellation time is the timestamp at which the Company receives your written message.

12. Severability & policy changes

If any provision of this policy is held to be unenforceable, the remaining provisions shall remain in full force and effect. We may update this policy from time to time; the version in effect on the date you booked your appointment is the version that applies. See also our Terms of Service and Disclaimer.

13. Acknowledgment

By booking and paying for an appointment, you affirm that you have read, understood, and agreed to this Cancellation, No-Show & Refund Policy in full, and that this policy — together with our Terms of Service and any service-specific disclaimer — constitutes the entire agreement between you and the Company concerning cancellations, reschedules, no-shows, late arrivals, travel fees, refunds, and the Company's right to refuse service.