1.In short
- Test orders: cancel before your sample reaches our office and you get a full refund.
- Verification checks: you get a full refund if the check hasn't been done. Once it is done, the fee isn't refunded, whatever the result.
- Passports: free, so there is nothing to refund.
2.Refunds by order stage
| Order | Stage | Refund |
|---|---|---|
| Any | Not paid yet | Nothing to refund: the order is just cancelled. |
| Lab test | Paid, sample not received at our office yet | Full refund of the price and GST. |
| Lab test | Sample received or at the lab | Decided case by case, because the lab may already have started testing. We tell you what can be refunded before anything is decided. |
| Verification check | Paid, check not done yet | Full refund. |
| Verification check | Check done (verified or could not be verified) | No refund. The fee pays for the check, not for the result. |
If a supplier or factory doesn't send the sample for a test a buyer paid for, the buyer gets a full refund.
3.Why a check isn't refunded after it's done
A verification check is a person's time spent looking up the certificate on the official registry or with the certification body. That work is the same whether the certificate matches or not, so you pay for the check, not for a Verified label. If a certificate can't be verified, it stays on the passport as you uploaded it. See how verification works.
4.How to ask for a refund
- Write to us from the contact page or by email.
- Include the order ID (it is on the order page and in our emails) and why you want to cancel.
- We confirm what will be refunded and record it on your order.
5.How and when the money comes back
- Paid through a Razorpay payment link: refunded to the same payment method.
- Paid by UPI directly (pilot): sent back by UPI to the account that paid.
- Paid twice by mistake: the duplicate payment is refunded in full.
- We start a refund as soon as we agree it. Your bank or Razorpay may take a few more working days to show it.
- GST on a refunded order is handled with a credit note.
Questions about this page? Write to hello@gettexpass.com or use the contact page.
TexPass is not a lab or a certification body. Accredited labs issue test reports and certification bodies issue certificates; TexPass coordinates tests and checks certificates on official registries.