Refund Policy
At DOCUGO, we offer administrative services related to post-death procedures, including will searches and assistance with certain formalities. Our goal is to provide a clear, compassionate, and professional service, while avoiding any ambiguity regarding cancellations, refunds, and returns.
This policy applies to services purchased from DOCUGO, subject to the rights provided by law.
1. Nature of the services offered
DOCUGO offers administrative and request processing services. This does not involve the sale of a returnable physical good like a retail product.
Once a request is transmitted, analyzed, prepared, or submitted to the relevant organizations, administrative work is performed and certain fees may be incurred. For this reason, refund possibilities vary depending on the progress of the file.
DOCUGO does not offer any legal services or legal advice. For any questions of a legal nature, we invite you to consult a notary, a lawyer, or any other competent professional.
2. Cancellation before processing begins
If you wish to cancel your request before the processing of your file has begun, you can contact us promptly.
When the request has not yet been processed, prepared, or submitted to the relevant organizations, a full refund may be granted.
To request a cancellation, please write to us at info@docugo.ca indicating:
- the name of the person who made the request;
- the name of the deceased person concerned by the file;
- the file number or transaction reference, if available;
- the reason for your cancellation request.
3. Cancellation after processing begins
Once the processing of the file has begun, the fees paid generally become non-refundable.
This notably includes situations where DOCUGO has already:
- analyzed or prepared your file;
- verified the information provided;
- prepared the necessary documents or powers of attorney;
- submitted a request to the relevant organizations;
- performed administrative follow-up;
- incurred fees with a third party or an external organization.
As the service is primarily based on processing time, administrative steps, and external fees, no refund is generally granted once the work has already begun.
4. Incomplete file or missing information
The client is responsible for providing complete, accurate, and up-to-date information.
If a file cannot be processed due to missing, inaccurate, or contradictory information, DOCUGO will contact the client to obtain the necessary clarifications.
No refund is guaranteed when a file remains incomplete or blocked due to a lack of information, a missing document, or a lack of response from the client after processing has begun.
5. Error in the information provided by the client
DOCUGO processes requests based on the information provided by the client.
If an error in the information provided leads to a delay, a refusal, a correction, or the need to redo a request, additional fees may apply.
No refund is generally granted when the error originates from the information provided by the client.
6. Regular service and express service
The announced timelines for regular or express services are based on standard processing times, from the moment the file is complete and all required documents have been received.
The express service aims for priority processing of the file. However, certain delays may depend on external organizations, missing documents, information to be corrected, or circumstances beyond the control of DOCUGO.
The surcharge paid for an express service is generally not refundable when DOCUGO has processed the file as a priority in accordance with the requested service.
If DOCUGO is responsible for an administrative error that prevented priority processing of the file, a correction, a partial refund, or a full refund of the express surcharge may be evaluated depending on the situation.
7. Refund in case of payment error
A refund may be granted in case of an obvious payment error, for example:
- a duplicate payment;
- an amount billed in error;
- a transaction completed without a valid service request;
- an administrative error attributable to DOCUGO.
Any request will be verified before a refund is issued.
8. Result of the search or service
The result of a search or procedure may vary depending on the information available in the registers or from the relevant organizations.
A negative, incomplete result or one that does not meet the client’s expectations does not, in itself, constitute a ground for a refund if the requested service was performed correctly.
For example, in the context of a will search, the fact that no will is found in the consulted registers does not mean that the service was not rendered.
9. Returns
As DOCUGO primarily offers administrative services and not physical products, returns generally do not apply.
If documents are sent to you by mail or delivery service, these cannot be returned for a refund once the service has been rendered.
If you receive an incorrect document due to an error attributable to DOCUGO, please contact us so that we can correct the situation.
10. Refund timelines
When a refund is approved, it is generally made using the same payment method as the one used during the initial transaction.
The time to receive the refund may vary depending on the financial institution or payment provider.
11. How to make a refund request
For any cancellation or refund request, please contact DOCUGO by email:
Your request must include the information necessary to identify your file and understand the situation. We will analyze your request and respond to you as soon as possible.
12. Changes to this refund policy
DOCUGO reserves the right to modify this policy at any time. The applicable version is the one published on the website at the time of the transaction, subject to the rights provided by law.
Last updated: July 9, 2026