Clear expectations
before you proceed.

Appointments, availability and quotes

Contacting Gillstar or submitting an inquiry does not book an appointment. We confirm availability, service scope, meeting location, access requirements, pricing and any advance payment before an appointment or assignment is accepted. Evening, weekend and overnight appointments are subject to confirmation.

Our written quote identifies the agreed services and any separately charged travel, printing, processing, courier, government or return-delivery costs. We obtain your agreement before adding services or charges outside the approved scope. A deposit or advance payment, if required in your quote, is applied toward the agreed charges.

For loan-signing or business assignments covered by a separate written agreement, we identify the applicable assignment terms before accepting the work. These website policies do not silently replace an existing agreement.

Cancellations and rescheduling

Please call 205-675-0566 as soon as you need to cancel or reschedule. We ask for at least two hours' notice when possible. If you email a time-sensitive change, please also call so we can address it before travel begins.

We do not charge a separate cancellation penalty under this policy. You remain responsible for services already performed at your authorization, the reasonably incurred portion of a previously disclosed travel charge, and authorized third-party charges that cannot be recovered. Once Gillstar has completed the agreed travel to your appointment, the disclosed and agreed travel fee remains payable, even if the appointment is canceled or the notarization cannot be completed. We refund any remaining unearned advance payment. We do not charge for work or travel that did not occur.

Rescheduling depends on availability. Any additional travel or changed service costs must be explained and agreed before the new appointment. If Gillstar cancels and cannot offer a suitable alternative, we refund the unearned Gillstar portion of your payment and explain any third-party refund process separately.

When a notarization cannot be completed

A notarization may not be completed if identification, signer participation, document requirements, facility access or other necessary conditions are not satisfied. We do not charge a notarization fee for a notarial act that was not performed. Once Gillstar has completed the agreed travel to your appointment, the disclosed and agreed travel fee remains payable. Authorized work already completed, partial travel reasonably incurred and previously disclosed, or nonrecoverable third-party charges may also apply.

Gillstar does not provide legal advice, select the facts for your statement, investigate an incident or guarantee acceptance by a government agency, lender, shipper, receiver or overseas organization. We discuss document and appointment requirements before you proceed, but the relevant recipient or authority makes its own acceptance decisions.

Refunds and service concerns

Contact support@gillstargroup.com with your name, service date and invoice or inquiry reference. Do not email card numbers, identification documents or other sensitive records with a refund request.

We acknowledge refund requests within two business days and explain any information needed to review them. Once the refundable amount is resolved, we initiate an approved refund within ten business days, normally to the original payment method. Posting time depends on your bank or payment provider. We provide an itemized explanation of any amount retained.

Government, embassy, courier and carrier charges are subject to the actual provider's refund rules and whether the charge can be recovered. They are not automatically nonrefundable merely because they appeared in a quote. A later rejection or changed requirement does not automatically refund correctly completed services, but we review service problems individually, including errors attributable to Gillstar. Nothing in this policy removes rights or remedies that applicable law provides.

Shipping and returning original documents

Contact us before sending originals. We first confirm the document requirements, receiving address, agreed assistance, authorized fees, return address and delivery instructions in writing. Do not treat an address in a directory or on the website as shipping authorization.

Use the agreed tracked shipping method. Keep your tracking receipt and a copy of documents when appropriate. Signature confirmation and any carrier coverage should be considered for important originals; coverage availability and exclusions must be checked with the carrier rather than assumed.

We use the agreed delivery method and provide available outbound tracking information. Government processing, customs, recipient requirements and carrier delays can affect timing. We do not guarantee an official completion date or carrier delivery date.

Report missing, damaged or delayed documents promptly. We review the facts and cooperate with reasonable tracing or claim steps. This policy does not broadly waive responsibility for Gillstar's own errors.

We return originals promptly after the agreed work is complete or obtain other written instructions. If return instructions are missing, we contact you and arrange secure temporary storage while resolving the return. We do not automatically destroy, discard or treat original documents as abandoned after a website deadline.

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