Understand how service confirmation, cancellation and refunds are handled before you proceed with a documentation service.
Certificate attestation and related documentation requirements can vary depending on the document type, issuing country, destination and applicable authorities.
Before processing starts, Guideline Group may review the information provided and explain the service that can be offered.
Where applicable, customers will be informed of the service scope, estimated processing time and applicable charges before confirming the service.
A customer may request cancellation before processing has started.
Where the Guideline Group service fee has already been paid and processing has not started, the service fee is eligible for refund.
Once processing has started, the Guideline Group service fee is non-refundable.
This is because work, staff time and processing activities will already have been committed to the customer's request.
Processing is considered to have started once Guideline Group begins work on the confirmed service.
This may include:
Charges paid to government departments, embassies, consulates, verification providers, couriers or other external parties are non-refundable once paid or incurred. These charges are separate from Guideline Group's own service fee.
Guideline Group cannot guarantee that an authority, embassy, consulate, educational institution or other third party will accept or approve a document. Where processing has started, rejection or an additional external requirement does not automatically make the Guideline Group service fee refundable.
Government and authority requirements may change without prior notice. If a change affects an ongoing service, Guideline Group will explain the available information and any additional steps or charges that may apply.
Processing times provided to customers are estimates unless otherwise specifically agreed in writing. Delays caused by government authorities, embassies, consulates, verification providers, couriers, public holidays or other third parties do not automatically qualify for a refund once processing has started.
Contact us as soon as possible and provide:
Email: info.saudi@guidelinegroup.org
Phone: +966 59 121 3540
Where a refund is approved, Guideline Group will communicate the applicable refund amount and available refund method directly to the customer.
Government, embassy, consular, courier, verification and other third-party charges already paid or incurred will be excluded from the refund.
Yes. You may request cancellation before processing has started. The Guideline Group service fee is eligible for refund if processing has not started.
No. Once processing has started, the Guideline Group service fee is non-refundable.
No. Government, embassy, consular, courier, verification and other third-party charges are non-refundable once paid or incurred.
Authority approval is outside Guideline Group's control. Rejection or additional requirements do not automatically make the Guideline Group service fee refundable once processing has started.
Contact our team before processing starts if you need clarification about charges, processing or the refund terms.