1. The 24-hour no-questions-asked window
From the moment your card is charged, you have 24 hours to request a full refund of our service fee for any reason — change of mind, found a different solution, eligible for a free benefit through your credit card, or no reason at all.
How to request it:
- Email support@propassport.org from the address you used to pay, OR
- Reply to your welcome email.
We'll confirm the refund within one business day. The credit appears on your original payment method in 5–10 business days, depending on your bank.
Calendar matters: the 24 hours runs continuously from the timestamp on your Stripe receipt — not 24 business hours.
2. After 24 hours: our service fee is non-refundable
Our small specialist team begins work on every paid application as soon as it lands — often within an hour, always within the same business day. That work includes:
- Pulling your data into the relevant government form (DS-11, DS-82, TSA Universal Enrollment, CBP TTP application, CLEAR enrollment).
- Running AI validation against your uploaded documents (passport photo, ID, supporting evidence).
- A human agent reviewing the complete file before submission.
- For PreCheck and Global Entry: identifying the right enrollment center near you and reserving an interview slot when applicable.
Because that work has already been performed, the Professional Passport service fee is non-refundable after the 24-hour window closes — even if you change your mind, decide not to travel, or are denied by the issuing agency.
What we will still do for you, free of charge, after that point:
- Hold your file open for 12 months in case you want to restart.
- Apply 100% of what you paid as credit toward a future Professional Passport application of equal or greater value.
- Provide a complete copy of your prepared paperwork so you can file directly with the agency yourself.
3. Government fees are separate — and never refundable through us
Several services involve a government fee that goes directly to the issuing agency. We're transparent about which is which:
| Service | Gov fee | Who collects it |
|---|---|---|
| Passport (new) | $165 + execution | U.S. State Dept — paid by you at the acceptance facility |
| Passport (renewal) | $130 | U.S. State Dept — mailed with your DS-82 form |
| TSA PreCheck (new) | $85.25 | TSA — paid at the enrollment center |
| TSA PreCheck (renewal) | $58.95 | TSA — charged by us at the wizard step, sent through to TSA |
| Global Entry | $120 | CBP — charged by us at checkout |
| CLEAR Plus | $209/year | Alclear — charged by us at checkout |
If a government agency denies, delays, or cancels your application after their fee has been paid, refunds (if any) are governed by that agency's policy — not ours. We can't recover government fees on your behalf, and we'll always tell you upfront when an agency's policy is "no refunds."
4. Specific scenarios
You're denied by the agency (e.g., TSA disqualifying offense, CBP background fail)
Government denials are not refundable on our end after the 24-hour window. Most agencies allow you to apply for a waiver — we'll help you understand your options. If our wizard's eligibility questionnaire flagged your situation upfront and you elected to proceed, that's on you; if we missed an obvious disqualifier and processed the file anyway, contact us — we'll review the case individually.
You miss your interview / acceptance facility appointment
Reschedule directly with the agency (or, for TSA PreCheck booked through us, ask us to rebook). The Professional Passport fee covers the application work — not appointment attendance.
Your travel plans change
If you cancel within 24 hours of payment: full refund.
If you cancel after we've started work: see "credit toward a future application" above.
Duplicate or accidental charge
Always refunded in full, regardless of the 24-hour window. Email us with the duplicate Stripe receipt and we'll fix it the same business day.
Service interruption on our side
If we fail to deliver the service we promised — e.g., we miss a stated deadline through our own fault — we refund our fee in full. The bar here is "we screwed up," not "the agency was slow."
5. How refunds are processed
All refunds go back to the original payment method via Stripe. We can't refund to a different card, account, or wallet. Bank posting times: typically 5–10 business days, sometimes faster for the same-bank-as-issuer case.
You'll receive an email confirmation when the refund is initiated and a separate Stripe email when it lands.
6. Disputes
If you believe a charge was incorrect or you didn't get what you paid for, please email us first — we resolve nearly every issue within one business day. Filing a chargeback before contacting us costs everyone time (and may forfeit your eligibility for the courtesy options above).
7. Questions
This policy is intentionally short and plain. If a scenario isn't covered, write to support@propassport.org — we'll give you a straight answer.