When a refund may apply
A refund may be considered when payment has been successfully captured but an eligible technical or system failure prevents the paid verification from being completed.
When a refund does not apply
- The verification completed and returned a valid response.
- The submitted information was incorrect, invalid, incomplete or did not match source records.
- The result was negative, inactive, not found, unavailable or otherwise not the outcome expected by the user, where the verification request itself was successfully processed.
- The user changes their mind after a paid verification has been initiated or completed.
How to request review
Keep the order ID shown after payment. Email verification@lexaltis.com or use the Contact Us form with the order ID. Our internal dashboard records paid technical failures for review. Marking an order internally as approved or refunded does not itself initiate a gateway refund; refund processing is handled separately.
Processing time
Once a refund is approved and initiated, the final credit timeline depends on the payment method, payment gateway and the customer's bank or payment provider.