Payment, Cancellation, and Refund Policy

Middlesex Notary Co LLC d/b/a Apostille MA Services

Applies to MiddlesexNotary.com, ApostilleMA.com, and Company Orders

Effective Date: August 18, 2026

This Payment, Cancellation, and Refund Policy (the “Policy”) governs payment, cancellation, rescheduling, earned fees, refunds, and related disputes for services provided by Middlesex Notary Co LLC, a Massachusetts limited liability company doing business as Apostille MA Services (the “Company”), to each person or entity purchasing services (a “Customer”). It supplements the Company’s Client Services Agreement and the accepted quote, invoice, order form, appointment confirmation, payment page, email, text, or other transaction record (the “Order”). If an accepted Order contains clearly disclosed terms that differ from this Policy, those terms control for that Order to the extent permitted by law.

1. Prices, Payment, and Authorization to Begin Work

Customer will pay the amounts disclosed in the Order. Charges may include Company service fees, lawful notarial fees, travel or waiting time, witness arrangements, priority or after-hours service, printing or scanning, government and record fees, translation, courier or shipping charges, taxes, and other disclosed costs. The Company generally accepts credit and debit cards, Zelle, Venmo, Cash App, checks, and other approved payment methods. The Company may extend invoice terms to selected business or repeat customers, but no Customer has an automatic right to credit.

Unless the Order states otherwise, payment is due before work begins. Payment authorizes the Company to begin the accepted work and incur disclosed or otherwise authorized costs. Before incurring more than $25 in additional discretionary government or third-party costs not included in the Order, the Company will ordinarily obtain Customer approval. That approval is not required for commercially reasonable emergency shipping, storage, or similar measures needed to safeguard or return original documents, provided the Customer is notified as soon as reasonably practicable.

2. Appointment Cancellations and Rescheduling

The appointment component of an in-office service may be cancelled or rescheduled without a separate appointment-cancellation charge with at least twelve (12) hours’ notice. The appointment component of a mobile service may be cancelled or rescheduled without a separate appointment-cancellation charge with at least twenty-four (24) hours’ notice. Timely appointment cancellation does not create a right to a full refund of other work already performed, time or capacity already reserved for the Order, or costs already incurred or committed.

If a mobile appointment is cancelled after the notary begins traveling, the disclosed travel or mobile-service charge becomes earned, together with other fees earned and costs incurred. A late cancellation or repeated rescheduling may require a new booking, updated quote, or additional prepayment if the date, location, travel zone, service level, urgency, or scope changes.

3. Missed, Failed, Delayed, or Lawfully Refused Appointments

If the notary arrives but the appointment cannot proceed because of a Customer-controlled circumstance, the disclosed appointment, travel, and applicable waiting-time charges remain earned. Customer-controlled circumstances may include missing or unacceptable identification, a missing signer or required witness, an incomplete document, lack of access, an incorrect address, an unsafe or unsuitable environment, or a signer who is unwilling, unable to communicate, or not sufficiently aware to proceed lawfully.

A fifteen-minute grace period ordinarily applies. Minor delays within that period generally do not carry a waiting charge. If a Customer-caused delay becomes substantial, ordinarily around thirty minutes from the scheduled start time, the Company may impose a waiting charge at a rate disclosed before the charge is incurred or continued. The Customer may end the wait rather than accept the additional charge.

If a notary properly refuses or stops a notarial act because of identity concerns, coercion, lack of awareness or willingness, an incomplete document, suspected fraud, an unlawful request, a disqualifying interest, or another legally permitted reason, the separately disclosed appointment, travel, waiting, and administrative charges may remain earned. No fee will be charged for a notarial act that was not lawfully completed, apart from separately disclosed lawful ancillary charges.

4. When Fees and Costs Become Earned

The Company does not use a blanket “all sales final” rule, but cancellation after work begins does not automatically entitle the Customer to a full refund. Refund eligibility depends on the work completed or committed, time or capacity reserved, travel undertaken, and third-party costs incurred or committed. Amounts reasonably attributable to that work or those costs may remain earned even if the Customer later cancels, changes the Order, or chooses not to continue.

If only part of the ordered service remains unperformed, any refund will be calculated based on the reasonable value of the unperformed portion after deducting earned Company fees and nonrecoverable costs. When an Order has a bundled or package price, the Company may reasonably allocate that price among completed and unperformed components using the accepted quote, ordinary or quoted component pricing, work performed, time or capacity reserved, and third-party commitments. If the Customer cancels before meaningful work begins and no material costs or commitments have been incurred, the Company will provide an appropriate refund, which may be a full refund.

Government, records-custodian, consular, embassy, courier, carrier, translation-provider, contractor, and other third-party amounts already paid or committed are refundable only to the extent the Company actually recovers them. Payment-processing costs actually charged to and not recovered by the Company may also be deducted to the extent permitted by applicable law and processor rules.

Rush, same-day, priority, after-hours, or emergency fees may remain earned once the Company has reserved capacity or provided the priority handling that the fee purchased, even if a government office, carrier, or other third party later causes delay. Shipping purchased, courier dispatch, document handling, retrieval attempts, translation work authorized, and other vendor work may become earned or nonrecoverable as those services are performed or committed.

A Customer-requested cancellation or change does not erase fees earned or costs incurred before the cancellation or change. A separately stated cancellation, administrative, or processing charge may be applied only if it was clearly disclosed before Order acceptance, is reasonable in light of actual administrative work or reserved capacity, is permitted by applicable law, and does not duplicate amounts retained for the same work. The Company will not use such a charge as a punitive cancellation or refund-handling penalty.

5. Apostille, Authentication, Retrieval, and Translation Orders

Apostille, authentication, legalization, and similar document-processing orders often require administrative review, document handling, government submission, courier work, shipping, or other third-party activity. Fees remain subject to the work-performed and cost-recovery rules above. The Company does not guarantee issuance, processing time, or acceptance by a government agency, embassy, consulate, school, employer, court, foreign authority, or other final recipient.

For record retrieval, the disclosed retrieval or coordination fee may compensate the Company for the agreed search, request, follow-up, or retrieval effort rather than a guaranteed record. That fee may remain earned even if a record does not exist, cannot be located, cannot be released, or the custodian requires additional information or authorization. Government, apostille, courier, translation, and shipping costs may be separate as stated in the Order.

For translation coordination, the Customer contracts with the Company, and the Company may use one or more translators or translation companies. The Customer price may include provider cost plus disclosed coordination, administrative, service, rush, or related charges. Separate notarization or certification-related services may carry an additional quoted charge. Cancellation after translation work has begun may result in earned fees based on work already performed or committed.

6. Shipping, Courier, and Return Delivery

Shipping is separate unless the Order expressly includes it. Tracking, signature confirmation, declared value, additional insurance, and similar services apply only when included or separately purchased. A disclosed handling or coordination charge may apply when the Company prepares, prints, purchases, coordinates, or drops off a shipping label or arranges additional shipping services.

Carrier and courier delays, loss, damage, customs issues, incorrect delivery information, and service failures are subject to the carrier’s or courier’s terms and claims process. If a carrier refund or claim payment is available, the Company will reasonably cooperate with the Customer in pursuing it, but the Company does not guarantee recovery from the carrier.

7. Customer Errors, Changed Instructions, and Third-Party Events

A rejection, delay, added cost, or need to redo work is not necessarily a Company error. Additional work or charges may result from inaccurate Customer information, incomplete or ineligible documents, changed instructions, new recipient requirements, government decisions, third-party errors, or outside delays. The Company will disclose material additional charges before proceeding when reasonably practicable.

8. Company Errors and Corrective Work

A Customer who believes the Company made a material error should notify the Company promptly in writing and provide reasonably available supporting information. Where practicable, the Customer should allow the Company a reasonable opportunity to inspect, correct, reperform, resubmit, or otherwise cure the affected service before purchasing replacement work elsewhere.

If a material failure was caused by a confirmed material Company error, the primary remedy is commercially reasonable correction, re-performance, resubmission, or other cure without another Company service fee. If cure is not commercially reasonable, the Company may refund the affected Company service fee. Government fees, shipping, courier charges, translation-provider costs, carrier charges, and other third-party or pass-through costs are not automatically reimbursable merely because corrective work is required, except to the extent recovered, expressly agreed by the Company, or required by applicable law.

9. Refund Requests and Processing

Refund requests should be made promptly and should identify the Customer, Order, amount at issue, reason for the request, and any reasonably available supporting information. The Company may request additional information needed to determine what work was completed and which costs remain recoverable.

Approved refunds ordinarily will be returned to the original payment method. The Company will generally initiate an approved refund promptly. After initiation, posting commonly occurs within three to five business days but may take up to ten business days or longer if required by the bank, card issuer, processor, or payment method. A service credit will be used instead of a monetary refund only with the Customer’s agreement. Nothing in this Policy limits a refund or remedy that applicable law requires.

10. Inactive and Abandoned Orders

The Company may place an Order on hold when the Customer does not respond, provide required documents or information, approve a necessary change or cost, make payment, or arrange delivery. Processing estimates stop while the Order is on hold. An Order may be treated as inactive after fifteen (15) days without a required Customer response. After reasonable documented contact attempts and a final written notice, the Company may close the Order as abandoned after forty-five (45) days without the required response.

Earned fees and nonrecoverable costs remain payable. Reopening may require a new Order or additional service fee depending on elapsed time, changed requirements, new work, or the need to restart the service. If the Company holds original documents and the Customer stops responding, the Customer may be required to provide or pay for an appropriate return-shipping method, and the Company may use a commercially reasonable tracked return method after final notice.

11. Chargebacks and Payment Disputes

A chargeback or payment reversal does not by itself cancel fees validly earned or costs properly incurred. The Company may provide the payment processor with relevant Order records, acceptance records, appointment logs, communications, document-handling records, submission confirmations, vendor authorizations, travel records, and carrier tracking. Nothing in this Policy waives a Customer’s lawful right to dispute an unauthorized or improper charge.

12. Changes to This Policy; Preserved Rights

The Company may update this Policy for future Orders. The version provided with an accepted Order governs that Order unless the Customer later accepts a revised version or applicable law requires otherwise. Nothing in this Policy waives a nonwaivable consumer right or permits an unfair or deceptive practice.

Contact Information

Company: Middlesex Notary Co LLC, a Massachusetts limited liability company d/b/a Apostille MA Services

Mailing Address: 335 Washington St, PMB #1127, Woburn, MA 01801

Email: info@middlesexnotary.com

Phone: 781-226-8331

Fax: 339-999-2182