Cancelation & Refund Policy

​Effective Date: November 2025

 

1. Shared Policies (Applies to All Clients)

1.1 Commitment to Service

MER Notary Services provides secure, compliant, and professional online notarization services. All Remote Online Notarization (RON) sessions are performed using MISMO-compliant platforms that meet state and federal security standards.

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This policy outlines how cancelations, refunds, rescheduling, payments, and additional fees are handled.

These terms apply to all clients unless a written partnership agreement states otherwise.

 

For direct pay clients, payment is required prior to the notarization session. Sessions will not be conducted without confirmed payment.​

1.2 Additional Fees

Additional fees may apply to your notarization session. These fees are disclosed at the time of booking and are non-refundable once the service has been scheduled or rendered.

 

Common Additional Fees include:

• Cancelations: $50 for cancelation caused by lender/title changes,  

• Rush Service: $50–$75 (for same-day or urgent appointments)

• International Signer Biometric Verification: $25

• Professional Interpreter: $70 per 30 minutes, $120 per hour (100+ languages available)

• Witness Service: $30 per witness

• Wait Time: $15 per 15 minutes (if session is delayed due to client-side issues)

• Extended Session: $15 per 15 minutes (for sessions exceeding the standard time)

 

1.3 Cancelation by MER Notary Services

If MER Notary Services must cancel an appointment due to an emergency or unforeseen circumstance, no invoice will be issued.

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Alternatively, the appointment may be rescheduled at your preference.

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1.4 Technical Issues

1.4.1 Technical Issues on My End

If a session cannot be completed due to a technical issue on my end, I will switch to an alternate RON platform at no additional charge. No refund will be issued if the session is successfully completed after switching platforms.

 

1.4.2 Technical Issues on Client End

Clients are responsible for meeting all technical requirements provided before the appointment.

If technical issues with a device, browser, or internet connection prevent the session from being completed, applicable cancelation or preparation fees may apply.

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1.5 Refund Processing

Approved refunds are processed within 10 business days and issued to the original payment method used at the time of purchase.

Refund requests must be submitted within seven (7) business days of the appointment by contacting:

Email: notary@mernotary.com

Phone: 757.737.5363

Please include:

• Full name and contact information

• Date and time of appointment

• Reason for refund or credit request

• Supporting documentation (if applicable)

 

1.6 Non-Refundable Circumstances

Refunds or credits will not be issued under the following circumstances:

1.6.1 Client-Side Issues

No refund or credit will be issued if the notarization cannot be completed due to:

• Invalid, expired, or missing identification (U.S. driver’s license or state identification card, U.S. passport or passport card, U.S. permanent resident card, or foreign passport).

• Failure to pass Knowledge-Based Authentication (KBA) or biometric verification.

• Incomplete, incorrect, or unsigned documents.

• Technical failures, poor connectivity, or browser incompatibility.

• Failure to appear for a scheduled appointment.

• Signer unavailability, lack of alertness, outside assistance or coaching, or unwillingness to proceed

 

The notary may terminate the session immediately if outside assistance, coaching, or unauthorized prompting is observed.

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Termination under these circumstances does not qualify for refund, and any applicable fees will be retained..

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1.6.2 Completed Services and Re-Signs

Once a notarization session is completed, the service is considered fulfilled and non-refundable.

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Re-sign sessions are treated as new appointments unless the issue resulted from an error by MER Notary Services.

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Because Remote Online Notarization (RON) sessions are recorded and the notarized documents are digitally sealed (document lock), completed notarizations cannot be altered, reissued, or voided once finalized.

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1.6.3 Third-Party Rejection

No refund or credit will be issued if a notarized document is rejected by a third party (government agency, lender, title company, etc.) due to their policies or preferences.

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All notarizations comply with Virginia law and RON standards, but acceptance remains at the discretion of the receiving party.

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1.6.4 Rush Fees and Add-On Services

Rush, interpreter, witness, wait time, and extended session fees are non-refundable once the service has been scheduled or rendered.

 

1.7 Disputes and Questions

All disputes must first be directed to MER Notary Services by phone or email. Most issues can be resolved promptly with respectful communication.

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For unresolved matters, refer to the Dispute Resolution section in the Terms & Conditions. These policies are governed by the laws of the Commonwealth of Virginia, and all services are performed in accordance with applicable notarial statutes.

 

2. Direct Pay Client Policy

(Applies to clients who pay MER Notary Services directly, including clients referred by attorneys or title companies.)

 

2.1 Payment Structure

Clients must submit documents for review prior to scheduling a session.

 

An estimate is provided based on:

• Document type

• Number of notarizations

• Number of signers

• Session complexity or special requirements

 

Full payment is required in advance to confirm and secure the appointment.

 

A written estimate will be provided based on your documents and session details. Appointments are scheduled only after the estimate is approved and payment has been received.

 

MER Notary Services reserves the right to cancel or release any unconfirmed appointment if payment is not received within the required timeframe.

 

Notarization sessions will not be conducted without payment.

 

Completed notarized documents will be released at the conclusion of the session.

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2.2 Cancelation Policy

• 24+ hours’ notice:
  Appointments may be rescheduled once without penalty.

• Less than 24 hours’ notice (including same-day cancelations or no-shows):
  Payment is non-refundable and will be forfeited.

 

When Document Review Begins:

Document review begins once documents are received and opened prior to the appointment.

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Cancelations after review begins may incur preparation or platform fees, even if the session is later rescheduled.

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2.3 Rescheduling Policy

• 24+ hours’ notice: One complimentary reschedule permitted.

• Less than 24 hours’ notice or repeated reschedules: Subject to applicable rush fees ($50–$75).

 

2.4 Special Considerations for Real Estate Loan Signings

Loan signings require extensive advance preparation, including document review, platform setup, and coordination with title or lender.

 

• Cancelation after review begins: $50 preparation fee may apply.

 

Session cannot be completed due to:

• Failed KBA or biometric verification

• Incomplete or incorrect documents

• Signer unavailability

• Client technology issues

 

Result: payment is non-refundable, and any applicable preparation or platform fees will be retained.

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2.5 Refund Summary

• Refunds are issued only if MER Notary Services cancels the appointment or cannot complete the notarization due to an error on my part.

• For refund processing timelines and non-refundable conditions, refer to Section 1: Shared Policies.

3. Business Client Policy

(Applies to attorneys, title and escrow companies, legal document preparers, and other professional service providers.)

 

3.1 Payment Structure

• No Deposit Required.

• Services are invoiced after completion, with payment due per invoice terms (typically NET 15 or NET 30).

• Accepted payment methods include check (business clients only), credit/debit card via Helcim, ACH transfer or check.

 

3.2 Cancelation Policy

• Before document review and preparation: No fee.

• After document review and preparation: $50 cancelation fee.

• Session not completed due to client-side issues: $50 cancelation fee + platform fees (typically $25–$50).

 

Examples of client-side issues: failed ID verification, poor internet connection, incomplete or incorrect documents, signer unavailability, lack of alertness, or unwillingness to proceed.

 

3.3 Rescheduling Policy

• 24+ hours’ notice: Rescheduling permitted without penalty.

• Less than 24 hours’ notice: Subject to rush fee ($50–$75).

 

3.4 Refund Summary

• No invoice issued if MER Notary Services cancels the appointment or cannot complete the notarization due to an error on my part.

• For all other refund eligibility and non-refundable terms, refer to Section 1: Shared Policies.

 

3.5 Partnership Agreements

Business clients with partnership or preferred provider agreements may be subject to modified terms for payment, scheduling, or priority handling.

In case of conflict between this policy and a partnership agreement, the partnership agreement will prevail.

 

End of Policy