📋 Cancellation & Rescheduling Policy

🔑 Key Definitions

• Scheduled start time: The beginning of your confirmed appointment window
• Dispatch: We have begun travel, coordination, printing, or on-site preparations for your service
• No-show: You/your contact are unavailable within 10 minutes of scheduled arrival time, or required access/documentation isn't provided
• Business hours: Monday–Friday 8 AM–6 PM; After-hours services incur additional fees

⚠️ Specific Notary Scenarios

Hospital/Senior Living Facility Notarizations:

Cancellations within 2 hours of scheduled time require full payment due to facility coordination requirements and potential medication/capacity timing constraints. Rescheduling within 24 hours is permitted at no additional charge if the patient remains available.

Loan Signings (Real Estate Closings):

Cancellations within 24 hours require $75 cancellation fee due to extensive document review, printing costs (often 100-200 pages), and title company coordination. Cancellations with 24-48 hours notice incur $50 fee. Cancellations 48+ hours in advance: no fee.

I-9 Employment Verifications:

Cancellations within 90 minutes follow standard policy. However, if employer has coordinated multiple employees for batch processing, 24-hour notice is required to avoid $50 coordination fee.

After-Hours/Emergency Notarizations:

Evening (6 PM–10 PM), weekend, or holiday appointments require minimum 24-hour cancellation notice to avoid full after-hours premium charge due to schedule disruption and premium staffing costs.

⚠️ Specific Inspection Scenarios

Auto Collateral Inspections (Credit Unions/Lenders):

Cancellations with less than 4 hours notice require full payment due to borrower coordination requirements. If borrower is unavailable or vehicle is not accessible at scheduled time, a $50 trip charge applies plus full re-inspection fee for rescheduling.

Property Inspections (REO, Occupancy Verification, Vacant Property Monitoring):

Cancellations follow standard 2-hour policy. However, if property access requires lockbox codes, key pickup, or third-party coordination that has already occurred, a $35 coordination fee is non-refundable.

Business Verification Inspections (SV0001/SV0002 for SBA Lenders):

Cancellations within 24 hours of scheduled inspection require minimum 50% payment due to business-hours-only availability and potential business owner scheduling conflicts. Same-day cancellations: full payment retained.

Construction Draw Inspections:

Cancellations within 24 hours require full payment due to contractor coordination, milestone documentation preparation, and lender reporting timelines. Rescheduling within 48 hours permitted at no additional charge if contractor remains on-site.

Recurring Monitoring Services (Monthly Vacant Property Inspections):

Individual inspection cancellations within a recurring service agreement follow standard 2-hour policy. However, canceling the entire recurring agreement requires 30-day written notice to avoid charges for the following month's scheduled inspections.

⚠️ Specific Courier Scenarios

Same-Day Delivery:

Cancellations after courier is en route to pickup location incur full delivery charge regardless of timing. Same-day delivery logistics require immediate resource allocation and cannot be easily reassigned.

Express Delivery (Under 2 Hours):

Cancellations within 30 minutes of requested pickup time are non-refundable due to express routing requirements and priority scheduling displacement of other deliveries.

Rush Delivery (1-Hour Service):

Rush deliveries are 100% non-refundable once confirmed due to immediate dispatch and premium resource allocation. Cancellation requests will be evaluated case-by-case but typically denied.

Medical Courier Services (HIPAA-Compliant):

Medical specimen or confidential medical document deliveries require minimum 2-hour cancellation notice due to specialized handling, chain-of-custody requirements, and temperature-controlled transport preparation. Cancellations with less notice: 75% of delivery fee retained.

Legal Document Courier (Court Filings):

Court filing deadlines create time-sensitive commitments. Cancellations within 4 hours of filing deadline are non-refundable. Cancellations with 4–24 hours notice before deadline: 50% fee applies.

Long-Haul Corridor Deliveries (Las Vegas → Los Angeles, Phoenix):

Interstate corridor deliveries require 24-hour cancellation notice to avoid full payment retention. These routes involve significant fuel costs (270–300 miles), dedicated driver time (6–8 hours round-trip), and displacement of local delivery capacity. Cancellations with 24–48 hours notice: 50% fee. Cancellations with 48+ hours notice: $100 administrative fee only.

⚠️ Client-Side Emergencies

If you experience a genuine emergency (medical emergency, family crisis, sudden hospitalization, death in family), please contact us immediately at (702) 748-7444.

We evaluate emergency cancellations case-by-case with compassion and flexibility. Documentation may be requested for refund consideration (e.g., hospital admission records, obituary, police report for vehicle accidents).

Emergency cancellations typically result in:

• Full refund of prepayment (minus non-refundable costs already incurred)
• Free rescheduling when circumstances allow
• Waiver of standard cancellation fees

⚠️ Payment Processing Fees

Credit card processing fees (3.5% of transaction) are non-refundable when refunds are issued. This fee is retained by payment processors, not Lake Mead Mobile Notary.

Example: $100 service paid by credit card → $3.50 processing fee deducted → $96.50 maximum refund even if full refund policy applies.

To avoid processing fees, pay via Zelle, Venmo, or cash (no processing fees charged for these methods).

⚠️ Limitation of Liability

Lake Mead Mobile Notary's liability for any cancellation disputes is limited to:

• Maximum liability: Refund of prepaid service fees (no consequential damages)
• No liability for indirect losses: We are not responsible for missed deadlines, lost opportunities, or business losses resulting from service cancellations (yours or ours)
• Client responsibility: Clients are responsible for maintaining backup plans for time-sensitive services (e.g., court filing deadlines, real estate closing dates)

For critical time-sensitive services, we strongly recommend booking with 48+ hours advance notice and confirming service 24 hours prior to scheduled time.