Cancellation & Refund Policy

We understand that situations involving digital evidence are stressful and can change quickly. At the same time, our 1-hour rapid response service reserves scarce examiner time on very short notice. This policy balances fairness to clients with the operational realities of providing emergency forensics.

1. Rapid Response Onsite (1-Hour Target)

• 50% deposit is required at the time of booking to reserve the slot.
• Cancellation 24+ hours before scheduled arrival: Full deposit refunded (minus any non-refundable processing fees if applicable).
• Cancellation 4–24 hours before arrival: 50% of the deposit is retained as a late-cancellation fee; the remainder is refunded.
• Cancellation less than 4 hours before arrival or no-show: Deposit is non-refundable. We have already held the examiner slot and turned away other urgent requests.

If we are unable to arrive within the target window due to our error (rare), you may choose a full refund of the deposit or reschedule at no additional charge.

2. Standard Visits (Next-Day or Within 48 Hours)

• Deposits or payments are generally refundable with at least 24 hours’ notice.
• Late cancellations (under 24 hours) or no-shows may incur a $75 administrative fee.
• Rescheduling is usually possible with reasonable notice and subject to availability.

3. Complex / Litigation Engagements

Custom quotes and phased work follow the specific terms outlined in your engagement letter or estimate. Deposits are typically non-refundable once work has commenced (imaging or analysis started).

4. Rescheduling

We will do our best to accommodate reasonable reschedule requests. For rapid response, moving a confirmed slot may be treated similarly to a cancellation depending on timing and our ability to rebook the original window.

5. When We Must Cancel or Reschedule

In the rare event we cannot perform the service (examiner illness, vehicle issue, extreme weather, etc.), you will receive a full refund of any amounts paid or a full credit toward a future visit at your option. We will notify you as early as possible.

6. How Refunds Are Processed

• Refunds are issued to the original payment method within 5–10 business days.
• Any credit card processing fees are non-refundable in most cases.
• Contact us directly if you believe an exception is warranted — we review each situation individually with empathy.

7. Exceptions & Good Faith

Life happens. If you have a true emergency (medical, family crisis, etc.) that prevents the appointment, please reach out. While we cannot guarantee an exception in every case, we aim to be reasonable and human.

This policy is designed to protect our ability to serve clients in true emergencies while remaining fair to everyone.