Our Refund Philosophy
Process serving involves real costs — certified servers dispatched to specific addresses, time invested, GPS documentation generated, and platform resources consumed — from the moment an order is placed. Our refund policy reflects this operational reality while being fair to clients in circumstances outside their control.
1. Pre-Attempt Cancellations (Full Refund Available)
If you cancel your order before any service attempt has been made by your assigned server, you are eligible for a full refund less a $25 order processing fee. To request a pre-attempt cancellation, contact us immediately by phone at (404) 465-4455 — email cancellations may not be processed in time. The pre-attempt window is typically 2–4 hours from order placement on Standard speed, and 30–60 minutes on Next-day Rush or Same-day Rush.
2. Post-Attempt — No Refund
Once any service attempt has been made, no refund is available regardless of service outcome. This is absolute and applies to every order, every serve type, and every speed tier. The costs of server time, transportation, GPS documentation, and platform processing are incurred at the moment a server attempts service. A failed attempt, an evasive defendant, an incorrect address, a missed Same-day Rush window, or any other circumstance once an attempt has begun does not entitle Client to a refund. You receive comprehensive GPS-stamped, photo-documented attempt records as the deliverable.
3. Add-On Services — Non-Refundable Once Initiated
All add-on service fees are non-refundable once the service has been initiated:
- Document printing: Non-refundable once printing has been completed (typically the same business day).
- Special handling: Non-refundable once the elevated handling protocol has begun.
- Next-day Rush / Same-day Rush: Non-refundable once a server has begun any service attempt, regardless of whether service was completed within the rush window.
- Court filing: Non-refundable once filing has been submitted. Court fees are paid directly to the court and are not recoverable.
- Fulton County surcharge: Non-refundable once any service attempt has been made on the Fulton County order.
4. Duplicate Order Refunds
If you accidentally place a duplicate order for the same subject and address, contact us immediately. Duplicate orders cancelled before any service attempt has been made on the second order will receive a full refund less the $25 processing fee. Once an attempt has been made on the duplicate order, the no-refund-after-attempt rule applies.
5. Incorrect Address Provided by Client
If service attempts fail because Client provided an incorrect address, no refund is issued. An attempt report with full documentation is provided. Client may place a new order with a verified corrected address at the applicable serve-type rate. Address research is not automatic or guaranteed. It may be considered only for an existing service matter after eligibility, permissible-purpose, evidence, and compliance review. Availability, timing, price, data sources, and any next service step are confirmed separately. Do not submit sensitive subject data through public forms. Reliant is not responsible for failed serves resulting from inaccurate client-provided information.
6. How to Request a Refund
To request a refund for an eligible pre-attempt cancellation:
- Phone (preferred for time-sensitive): (404) 465-4455
- Email: billing@reliantprocess.solutions with subject line "Refund Request — [Order Number]"
- Include your order number, name, and reason for cancellation.
- Approved refunds are processed within 5–7 business days to the original payment method via Stripe.
7. Billing Disputes
If you believe you were charged incorrectly, contact us within 30 days of the charge. We will review your account records, GPS data, and attempt logs and resolve legitimate billing errors promptly. Do not initiate a credit card chargeback before contacting us — we will work with you to resolve any genuine billing issues, and chargebacks for services properly rendered may result in account suspension and recovery of chargeback fees.
8. Volume Client Credits
Volume clients (50+ serves/month under a custom SLA agreement) may be eligible for service credits rather than refunds for disputed serves. Credits are applied to future orders under the volume agreement. Contact your dedicated account manager to discuss credit eligibility.