Last updated: September 28, 2026

These terms of sale and cancellation govern the services offered by DOCUGO. By submitting an order or a service request to DOCUGO, the client acknowledges having read these terms and accepts them. Transactions and billing relating to DOCUGO’s services are carried out by Azur Média inc., a corporation incorporated under the laws of Québec.

1. DOCUGO contact information

DOCUGO
Case postale 3002
Saint-Apollinaire (Québec) G0S 2E0, Canada
Téléphone : 1-844-760-3434
Courriel : info@docugo.ca

2. Nature of the services offered

DOCUGO offers administrative support services related to the steps to be taken following a death, including will searches. This is not the sale of a tangible good in a store, but rather the provision of administrative support and verification services.

As part of a will search, DOCUGO may, in particular:

  • collect and verify the information provided by the client;
  • verify the presence and compliance of the required documents;
  • prepare the necessary forms, powers of attorney and authorizations;
  • carry out administrative steps with the relevant organizations;
  • ensure rigorous administrative follow-up of the file;
  • receive the results provided by the relevant organizations and communicate them to the client.

Will searches are carried out with the official registries of the Chambre des notaires du Québec and the Barreau du Québec.

DOCUGO is not a law firm

DOCUGO is a company specialized in administrative support for will search procedures. As such, DOCUGO is neither a law firm, nor a notarial office, nor an official registry.

DOCUGO does not provide any legal opinion or advice, does not draft, amend or interpret a will, does not determine heirs’ rights, does not settle an estate, and does not replace the services of a notary or a lawyer. DOCUGO does not represent the Chambre des notaires du Québec, the Barreau du Québec, or any other official registry, and does not represent a client before a court or judicial authority. Any question of a legal nature or requiring an analysis or interpretation of the law must be addressed to the notary or lawyer chosen by the client.

3. Result of a will search

A will search makes it possible to verify the entries appearing in the official registries covered by the request. DOCUGO cannot guarantee that a will exists, that a will has been registered in an official registry, that the search results will meet the client’s expectations, or that an unregistered will can be found.

The service offered relates to the client’s administrative support in connection with the search. A result indicating that no entry was identified in the relevant official registries does not mean that the service was not provided. When an entry is identified, the official search certificate makes it possible to identify the relevant professional or custodian in order to undertake the appropriate steps.

4. Required documents and information

The client is responsible for providing complete, accurate and up-to-date information and documents.

For a will search after a death, the client must, in particular, provide a death certificate or a copy of a death act issued by the Directeur de l’état civil du Québec so that the steps may begin. The documents provided must be complete, legible and compliant with the requirements of the relevant organizations.

DOCUGO may suspend the processing of a file when required information, an authorization, a signature or a required document is missing, illegible, incomplete, contradictory or non-compliant. The client undertakes to notify DOCUGO of any change that may affect their file (change of address, email or phone number). No refund will be granted when a file remains suspended or blocked due to the client’s failure to respond after processing has begun.

5. Client authorization and mandatory power of attorney

By asking DOCUGO to carry out a step on their behalf, the client declares that they are authorized to mandate DOCUGO and authorizes it to carry out the administrative steps necessary to perform the requested service.

The client must sign the power of attorney provided by DOCUGO. This power of attorney authorizes DOCUGO to carry out the administrative steps as well as the exchanges of information and documents necessary to process the file. Failing receipt of the duly signed DOCUGO power of attorney or any other required document, DOCUGO will suspend processing of the file until they are received.

6. Prices and payment terms

All prices are indicated in Canadian dollars, unless otherwise stated. The applicable price is the one displayed on DOCUGO’s website or communicated to the client at the time the order is confirmed. Applicable taxes as well as fees related to the selected service are indicated before the order is confirmed.

Unless otherwise agreed, no steps will be undertaken before receipt of full payment. A refund may be granted in the event of a proven payment error (duplicate payment, amount charged in error, or an administrative anomaly verified before processing).

7. Service levels: regular and expedited

DOCUGO offers two service levels for will searches:

  • Regular service: the usual processing time is 20 business days (approximately 4 weeks), calculated from receipt of a complete file (information, documents, signed power of attorney and required payment).
  • Expedited service: provides priority processing of your file. The usual processing time is 3 to 5 business days (approximately 1 week), calculated from the business day following receipt of a complete file.

Saturdays, Sundays and statutory holidays recognized in Québec are not considered business days. The announced processing times correspond to usual internal timelines under normal circumstances and do not include postal forwarding or third-party delivery times.

The surcharge paid for an expedited service is non-refundable when DOCUGO has processed the file on a priority basis in accordance with the requested service level.

8. Timelines dependent on third-party organizations

Certain processing steps depend directly on the Chambre des notaires du Québec, the Barreau du Québec, the Directeur de l’état civil du Québec, a carrier, or any other external organization or supplier.

DOCUGO cannot be held liable for a delay attributable, in particular, to a missing or non-compliant document, a transmission error, an outage of an external system, an exceptional delay imposed by a public or professional body, or any circumstance reasonably beyond its control. Nothing in this section has the effect of limiting DOCUGO’s obligations under applicable laws.

9. Document delivery and returns

Documents and search certificates are sent to the client using the method selected at the time of the order (email or postal address). As DOCUGO provides an administrative service, certificates and documents that have already been issued and delivered are not returnable products for the purpose of obtaining a refund.

If a postal shipment must be resent due to an incorrect address, a move, a prolonged absence, a failure to pick up, or any other situation attributable to the client, reshipping fees may be charged.

10. Cancellation and refund

A client who wishes to cancel a request must contact DOCUGO as soon as possible at info@docugo.ca. To facilitate processing, please specify the applicant’s name, the name of the deceased person concerned, and your reference number.

Before processing begins: when no administrative steps have been undertaken and no fees or disbursements have been incurred in relation to the file, a full refund may be granted.

After processing begins: once processing has started, amounts paid are generally non-refundable, in particular when DOCUGO has already:

  • analyzed or verified the file;
  • prepared the required documents, forms, powers of attorney or authorizations;
  • undertaken administrative steps;
  • submitted a request to a relevant organization;
  • followed up with an organization or the client;
  • incurred fees with a third party.

The fact that a will search does not identify an entry in an official registry or does not locate a will does not, in any case, constitute grounds for a refund.

When a refund is authorized, it is issued directly using the original method of payment. Actual crediting timelines depend on your financial institution or payment provider.

Nothing in these terms or this policy has the effect of limiting the rights of a consumer under Québec’s Consumer Protection Act or any other applicable law.

11. Error in the information provided by the client

DOCUGO carries out the steps based on the information and documents provided by the client. When inaccurate, incomplete or contradictory information requires verifications, corrections, a new request or additional administrative steps, additional fees may be charged. The client will be informed in advance. DOCUGO cannot be held liable for consequences arising from inaccurate information provided by the client.

12. Administrative error attributable to DOCUGO

If an administrative error attributable to DOCUGO is identified, the client is invited to contact us without delay. Depending on the nature of the error, DOCUGO will take the appropriate measures: correction of the file, resumption of steps at no additional cost, or a refund of the fees concerned when the situation so warrants.

13. Confidentiality and electronic communications

Personal information collected in connection with processing the request is managed rigorously in accordance with DOCUGO’s Privacy Policy and applicable laws in Québec.

The client agrees that exchanges, notices and delivery of documents relating to their file will be carried out electronically. The client is responsible for providing a valid email address and for checking their messages regularly, including junk mail.

14. Governing law

These terms are governed by and interpreted in accordance with the laws in force in the province of Québec and the applicable federal laws of Canada.

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