Appointment Policy

Last modification: February 12, 2022. 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.

OPA maintains a record of all payment methods used during checkout at any of our locations and online
appointment scheduling. You agree that OPA may, at its discretion, charge such payment methods,
without notice, to cover accrued cancellation or no-show fees.

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. Each client is responsible for proper time management to ensure on-time arrival for appointments, and for knowing what type of fingerprint submission they require. This information must be verified with the requesting agency prior to requesting services and submitting payment to request OnPointe Alliance to perform fingerprint services, provide products or services of any kind.  We are not authorized to give specific instructions on required services or forms for any reason or agency.

1.2: Please be advised, any service request made in error by the client or in the event the client decides they no longer need the service "For Any Reason" will not be eligible for a refund of any kind. "No Exceptions"

1.3: Cancellations:  Please know cancellation requests are not eligible for refund or credit of any kind for any reason.  

2.0 Live Scan Services/ Hard Card Scanning Services

2.1: OPA is not responsible for any wrong information submitted to OPA by the registrant for any LiveScan/Hard Card Scanning services whatsoever. All fees in such an event are non- refundable. Standard fees will apply for all resubmissions.

2.2: (Hard Card Scanning) OPA is not responsible for rejected fingerprints, for any reason, including poor quality Ink Cards completed by technicians not associated with OPA and submitted by the registrant for any Live Scan/ Hard Card scanning services whatsoever. All fees in such an event are non- refundable. Standard fees will apply for all resubmissions.

2.3: OPA is not responsible for any lost, stolen, or damaged shipped required documents without proof of delivery to our centers. It is recommended that all required documents be shipped through certified mail by the registrant to obtain a tracking number. Tracking numbers are recommended to be shared with OPA in such an event for quality assurance purposes.

2.4: OPA accepts packages during the business hours of Monday - Friday (9 am-5 pm) CST. Any deliveries made outside of set business hours are subject to be rescheduled for a later date and time by the carrier. In such an event, OPA will not be held responsible in any way whatsoever.

2.5: (Hard Card Scanning) Please read the applicable instructions in their entirety before attempting to register to ensure you understand the process and have proper expectations.  We have taken every measure into creating a positive experience for you. 

We kindly ask that you follow the instructions given in their entirety.  Failure to comply with the instructions will result in the request being canceled without a refund or credit.  Instructions are given before & upon registration, also on the confirmation page.

2.6:  (Hard Card Scanning) Any packages not received by OPA within 7 business days of the registration date will be considered a NO-Show/Cancellation without any refund or credit. As a courtesy, an exception will be considered in the event we have the tracking info and the delay is not due to the fault of the registrant within 21 business days of registration.

3.0 No-Shows

3.1: Anyone who either forgets or consciously chooses to forgo their appointment for whatever reason will be considered a “no-show.” A no-show appointment will not be eligible for a refund or credit.

4.0 Late Arrivals

Note: Please arrive 10 minutes early for registration.

4.1: Arriving at a scheduled appointment late, is considered a"no-show" and forfeit of payment. A missed appointment will not be eligible for a refund or credit.  A new appointment must be made and standard rates will apply.

 

 

5.0 Unable To Be Fingerprinted

Note: You are required to provide proper documentation to receive services.  Arriving at the appointment without proper documentation will result in the appointment being canceled and a new appointment will be required in order to be serviced.

5.1: An Acceptable Form of Identification for Notarial Services and Fingerprinting:

  • A valid Driver’s licenses, U.S. Passport, Concealed handgun license, or Non-Driver Identification issued by any U.S. Federal or State government agency
  • Cards issued by the U.S Citizenship and Immigration Services (Green Card”) with signature and photo
  • U.S. Military Identification cards with signature and photo of the applicant
  • Inmate Identification cards issued in Federal and State Prisons (to identify inmates who are currently in custody)
  • Identity cards issued by Federally recognized Indian tribes

5.2: An applicant is considered “Unable to be Fingerprinted” for any of the following reasons:

  • Failure to appear for a scheduled appointment.
  • Inability to present proper identification.
  • Failure to present (provide) the requested information for LiveScan submission.
  • The submitted information does not precisely match the information provided during the scheduling process.

5.3: Applicants unable to be fingerprinted for any of the listed reasons will NOT be eligible for refund or credit.  Expectations are given before & upon registration, also on the confirmation page to avoid such events.

 

6.0 Weather

6.1: For weather cancellations, you will receive a call, email or text message to let you know your options. OPA has the ultimate decision on if the appointment needs to be rescheduled due to weather conditions.

6.2.1: The rescheduled appointment date must be within 90 days (3) months (calendar months) from the time of the original purchase.

6.3: Inclimate weather does not override our  no refund policy.

7.0 Limitation On Liability

7.1: If OPA cannot perform requested services due to fire or other casualties, strike, an act of God, or other cause beyond the control of the parties, or due to OPA staff’s illness or emergency, then OPA shall return the fee to the applicant but shall have no further liability with respect to the requested services.

7.2: This limitation on liability shall also apply if any of the customers’ materials are damaged in processing, lost through the LiveScan equipment, software, camera, or other media malfunction, lost in the mail, or otherwise lost or damaged without fault on the part of OPA.

7.3: In the event, OPA fails to perform for any other reason, OPA shall not be liable for any amount of overall monies paid.

8.0 Covid-19

Note: We are making every effort to stop the spread of Covid-19. Please stay home if you are sick. For the safety of our clients and our staff, it is required that the safety measures listed below are followed:

8.1: Wear a protective mask and face shield provided by OnPointe Alliance in accordance with CDC guidelines, which includes always covering both the mouth and nose.

8.1.2: All personal items are required to be placed in and must remain in the provided sanitation bin which will remain in your possession until the end of your appointment. This will prevent the cross-contamination of our equipment.

8.1.3: Follow the handwashing procedure of your technician.

8.2 Clients are required to contact OPA if they have been diagnosed with Covid-19 within 14 days after scheduling. They must present a clearance document from a medical physician or an official testing site stating there is no detection of Covid-19 in order to be serviced by OPA. In such an event, the client will be allowed to reschedule and as a courtesy, we will waive the $47.00 convenience fee.

8.3: Clients are required to contact OPA before scheduling their appointment if they have any medical conditions that prevent them from following the CDC guidelines and OPA Safety Policy concerning wearing the proper face covering and properly wearing a face covering.

8.3.1: Please be advised, our staff is not trained to properly accommodate individuals infected or anyone who has been exposed to Covid-19.

8.3.2: Please be advised that our facility is not equipped to provide services to individuals infected or anyone who has been exposed to Covid-19.

8.4: OPA technicians have the right to discontinue services or refuse services if signs of cold, flu-like, or Covid-19 Symptoms are present. The client will be able to reschedule for a later date with a clearance document from a medical physician or an official testing site stating there is no detection of Covid-19 in order to be serviced by OPA. In such an event, as a 1-time courtesy, we will waive the $47.00 convenience fee.  In the event, the client fails to produce an official document stating no detection of Covid-19 will result in OPA being unable to provide any future services until documentation is provided.

8.5: If the client needs to take a break from his or her face covering, it is prohibited for the face-covering to be removed or worn improperly while inside of the lab. The client will be given the opportunity to go to a designated area to get relief. It will be required to re-wash one's hands 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 www.fbi.gov for details not listed here.

 

9.1:  A valid US Government-issued photo ID or foreign passport with supporting documentation issued by the US Gov is required. We are not permitted to accept expired documents without proof of extension (NO EXCEPTION)

Arriving without proper identification will result in your appointment being canceled without a refundPlease understand we are a service-based business and have taken every measure to ensure transparency and to ensure each client experience is seamless, stress-free, and efficient.

 

 

9.2: An Acceptable Form of Identification for Fingerprinting Services are as follows:

  • Driver's license issued by any U.S. Federal or State government agency
  • U.S. Passport or U.S Passport Card
  • Federal Government Personal Identity Verification Card (PIV)
  • Uniformed Services/Military Identification Card
  • Department of Defense common Access Card
  • Foreign Passport with Appropriate Immigration Document(s)
  • USCIS-Permanent Resident/Green Card (I-551)
  • USCIS-Employment Authorization Card (I-766)
  • Federal, state or local government agency ID card with photograph
  • U.S. Coast Guard Merchant Mariner Card
  • Canadian Drivers License

9.3: An Acceptable Form of Identification for Notarial Services are as follows:

  • Driver's license issued by any U.S. Federal or State government agency
  • Concealed handgun license
  • Non-Driver Identification cards issued by any U.S. Federal or State government agency
  • Cards issued by the U.S. Citizenship and Immigration Services (Green Card)
  • U.S. Passport
  • U.S. Military Identification cards
  • Inmate Identification cards issued in Federal and State Prisons (to identify inmates who are currently in custody)
  • Identity cards issued by federally recognized Indian tribes
  • Foreign passport (per Tex. Civ. Prac. & Rem. Code) (acceptable only when notarizing deeds or other instruments relating to residential real estate transactions)

10.0 Service Animals

10.1: Pets (service or otherwise) are allowed in the lab area.

Reason concerning pets: Being that we work directly with the hands, and are making every effort to maintain a sterile environment in light of covid safety and precautions... it is impossible for an individual to adhere to our handwashing procedure, handle a pet and avoid the cross-contamination of our ink pads, equipment, and workstation. 

(ADA Sec.36.302) (OPA Sec.8.0 - 8.1.3)

11.0 Regarding Children

11.1:  Due to limited space, safety liabilities, noise control and accommodations... No children are allowed in the labs.  Please make the proper accommodations before scheduling an appointment at our center.

11.2: Arriving at an appointment with a child that is too young (under 8 yrs) to sit in the lobby alone will result in your appointment being canceled without a refund.

11.3:  Any child that causes disturbance in the lobby and is unable to display acceptable behavior will result in the appointment being discontinued and classified as canceled by the staff of OPA without a refund.