Last modification: July 28th, 2024. Policies and/or procedures are subject to change without notice.
Appointment Cancellations and Refund
We understand that unanticipated events will happen in everyone’s life. Therefore, it is our desire to be
effective and fair to all clients.
Please read our Appointment Cancellation and Refund Policy thoroughly before scheduling your appointment. As an
appointment-based service, OPA Technicians rely on maintaining an accurate appointment schedule to
ensure the best service for all our clients.
By making an appointment with OPA, you acknowledge your agreement to our cancellation and no-show policies.
By making an appointment with OPA, you acknowledge your agreement to our cancellation and no-show policies.
OPA requires payment upon scheduling. You are responsible for any applicable fees, including those for cancellations and no-shows. Please note that no refunds will be issued in such cases.
As a courtesy to clients, OPA may issue reminder calls, texts, and emails. In the event, we are unable to place such courtesies
before an appointment will not negate the client of their obligation to adhere to the cancellation and no-show policies in regards to late or missed appointments.
Right To Refuse Service
While our goal is to always accommodate our clients to the best of our ability, we reserve the right to refuse service to anyone. This is not a common right that we regularly exercise, however, in the event of a hostile, aggressive, combative, or non-compliant individual, we will enforce that right. It is our top priority to maintain a safe and secure environment. If an individual has to be escorted off the premises, they will be prohibited from returning for any future service request.
1.0 Appointment Cancellation & Refunds
1.1: Refunds
All OnPointe Alliance services and products are 100% non-refundable. Clients are responsible for managing their time to ensure on-time arrival for appointments and verifying the type of fingerprint submission required with the requesting agency before requesting services and making payments. We are not authorized to give specific instructions on required services or forms for any reason or agency.
1.2: Service Errors and Changes
Any service request made in error by the client or any decision by the client to no longer need the service, for any reason, will not be eligible for a refund. No exceptions.
1.3: Cancellations
Cancellation requests are not eligible for refunds or credits for any reason.
:2.0 Live Scan Services/ Hard Card Scanning Services
2.1: Incorrect Information
OPA is not responsible for any incorrect information submitted by the registrant for LiveScan/Hard Card Scanning services. All fees in such cases are non-refundable, and standard fees will apply for all resubmissions.
2.2: Rejected Fingerprints (Hard Card Scanning)
OPA is not responsible for rejected fingerprints for any reason, including poor quality Ink Cards completed by non-OPA technicians. All fees in such cases are non-refundable, and standard fees will apply for all resubmissions.
2.3: Lost, Stolen, or Damaged Documents
OPA is not responsible for any lost, stolen, or damaged shipped documents without proof of delivery to our centers. It is recommended that all documents be shipped through certified mail with a tracking number, which should be shared with OPA for quality assurance.
2.4: Package Deliveries
OPA accepts packages during business hours (Monday - Friday, 9 am-5 pm CST). Deliveries made outside of these hours may be rescheduled by the carrier, and OPA will not be responsible in such cases.
2.5: Compliance with Instructions (Hard Card Scanning)
Please read and follow the applicable instructions before registering to ensure you understand the process. Failure to comply with the instructions will result in cancellation without a refund or credit. Instructions are provided before and upon registration, as well as on the confirmation page.
2.6: No-Show/Cancellation (Hard Card Scanning)
Packages not received by OPA within 7 business days of the registration date will be considered a no-show/cancellation without a refund or credit. As a courtesy, an exception may be considered if tracking information is provided and the delay is not due to the registrant's fault within 21 business days of registration.
3.0 No-Shows
Anyone who misses their appointment, whether by forgetting or choosing to forgo it for any reason, will be considered a “no-show.” No-show appointments are not eligible for a refund or credit.
4.0 Late Arrivals
Note: Please arrive 10 minutes early for registration.
Arriving after the scheduled appointment time will be considered a "no-show," and payment will be forfeited. Missed appointments are not eligible for a refund or credit. A new appointment must be made, and standard rates will apply.
5.0 Service Requirements
Note: Arriving without proper documentation will result in the appointment being canceled. A new appointment will be required, and standard rates will apply.
5.1: An Acceptable Form of Identification for Notarial Services and Fingerprinting
5.2: An applicant is considered “Unable to be Fingerprinted” for any of the following reasons
5.3: Applicants unable to be fingerprinted for any listed reasons will NOT be eligible for a refund or credit. Expectations are provided before and during registration, as well as on the confirmation page, to avoid such events.
6.0 Weather
6.1: Weather Cancellations
In the event of a weather cancellation, you will receive a call, email, or text message with your options. OPA has the ultimate decision on whether the appointment needs to be rescheduled due to weather conditions.
6.2: Rescheduling
The rescheduled appointment date must be within 90 calendar days from the time of the original purchase.
6.3: No Refund Policy
Inclement weather does not override our no refund policy.
7.0 Limitation On Liability
7.1: Unforeseen Circumstances
If OPA cannot perform the requested services due to fire, other casualties, strike, an act of God, or other causes beyond our control, or due to staff illness or emergency, the fee will be returned to the applicant. OPA shall have no further liability with respect to the requested services.
7.2: Limitation of Liability
This limitation on liability also applies if any customer materials are damaged during processing, lost through LiveScan equipment, software, camera, or other media malfunctions, lost in the mail, or otherwise lost or damaged without fault on the part of OPA.
7.3: Performance Failures
If OPA fails to perform for any other reason, OPA shall not be liable for any amount beyond the overall monies paid.
8.0 Covid-19
Note: We are committed to the safety of our clients and staff. Please stay home if you are sick. For the safety of everyone, the following measures must be adhered to:
8.1: Mask Requirement
All clients and staff are required to wear a protective mask provided by OnPointe Alliance, covering both the mouth and nose at all times while in the office.
8.2: Hand Washing Procedures
Clients must follow the hand washing procedures as directed by OPA staff to ensure optimal hygiene and safety.
8.3: Personal Item Handling
All personal items must be placed in the provided sanitation bin and kept with you throughout your appointment to prevent cross-contamination.
8.4: Health Notifications
Clients must inform OPA immediately if they have been diagnosed with Covid-19 prior to their appointment. If they provide a clearance document from a medical professional or an official testing site stating no detection of Covid-19, they can reschedule their appointment, and a courtesy e-credit will be provided for rescheduling. If no proof is provided, the client must wait 30 days to reschedule, and standard rates will apply.
8.5: Medical Conditions and Compliance
Clients with medical conditions preventing them from following OPA's Safety Policy must contact OPA before scheduling an appointment.
Our staff and facility are not equipped to accommodate or provide services to individuals infected with or exposed to Covid-19.
8.6: Right to Refuse Service
OPA technicians reserve the right to discontinue or refuse services if signs of cold, flu-like, or Covid-19 symptoms are present. If the client provides a clearance document from a medical professional or an official testing site stating no detection of Covid-19, they can reschedule their appointment, and a courtesy e-credit will be provided for rescheduling. If no proof is provided, the client must wait 30 days to reschedule, and standard rates will apply.
8.7: Breaks from Face Covering
If a client needs a break from wearing a face covering, they must leave the lab to do so in a designated area. Hands must be rewashed before re-entering the lab.
9.0 Acceptable Forms Of Identification
Note: We enforce the ID verification rules and regulations of the FBI. All forms of ID must be current, valid, and unexpired. Visit FBI Acceptable Forms of Identification for details not listed here.
9.1: Identification Requirement
A valid US Government-issued photo ID or foreign passport with supporting documentation issued by the US Government is required. Expired documents without proof of extension are not accepted (NO EXCEPTIONS).
Arriving without proper identification will result in your appointment being canceled without a refund. We are a service-based business committed to transparency and ensuring a seamless, stress-free, and efficient client experience.
9.2: An Acceptable Form of Identification for Fingerprinting Services are as follows
9.3: An Acceptable Form of Identification for Notarial Services are as follows
10.0 Service Animals
10.1: Pet Policy
Pets, including service animals, are not allowed in the lab area.
Reason for Pet Policy
Due to the nature of our work, which involves direct contact with hands and the need to maintain a sterile environment, it is not feasible to handle pets without risking cross-contamination of our ink pads, equipment, and workstations. This policy is part of our Covid-19 safety precautions and handwashing procedures.
(ADA Sec.36.302) (OPA Sec.8.0 - 8.1.3)
11.0 Regarding Children
11.1: Child Policy
Due to limited space, safety liabilities, noise control, and accommodations, no children are allowed in the labs. Please make appropriate arrangements before scheduling an appointment at our center.
11.2: Appointment Cancellation
Arriving at an appointment with a child under 8 years old who cannot sit in the lobby alone will result in your appointment being canceled without a refund.
11.3: Disturbance Policy
Any child causing a disturbance in the lobby will result in the appointment being discontinued and classified as canceled by OPA staff without a refund.