VOG Assist policies
Refunds & cancellations
Clear arrangements for changing or cancelling your document route. VOG Assist is a specialist service by Apostille Assist.
At a glance
What happens when plans change
We confirm your route, included steps and total cost before we begin. If you need to cancel, tell us as soon as possible so we can stop work before further steps or external costs are committed.
Before work starts
We will cancel the route without charge. Any amount paid for services that have not started will be refunded, subject to any external costs already paid at your request.
After work starts
We will stop at the earliest possible stage. Work already completed and external costs already paid or committed cannot normally be refunded.
Send your cancellation request
Email info@vogassist.nl with the subject “Cancellation request”, your name and, if available, your invoice or reference number.
Tell us which step to stop
State whether you wish to cancel the complete route or only a later step, such as Apostille, translation or delivery.
We confirm the position
We will confirm what can be stopped, which work or external costs have already been incurred, and whether a refund is due.
By service stage
How costs are treated
Our work is practical and staged. The position on cancellation depends on the stage reached when we receive your request.
| Route stage | Position on cancellation |
|---|---|
| Route review and preparation | Completed review, form preparation and document handling work remain payable. Unstarted work is not charged. |
| VOG application support | Once an application has been prepared or submitted, the related assistance work remains payable. Justis independently assesses and issues the VOG, so a refusal or delay does not create a refund of completed assistance. |
| Apostille and sworn translation | Once a court appointment, Apostille request or sworn translator has been booked or instructed, the committed external costs remain payable. We will not proceed with later steps after cancellation. |
| Courier delivery | Courier and postage charges remain payable once booked or sent. Before booking, we can stop delivery without charge. |
External costs include official application or court fees, sworn translation charges and courier costs. They are refundable only where the relevant provider returns the amount to us.
No automatic refund
Changes outside our control
A completed service is not refundable simply because you no longer need the document, a receiving authority changes its requirements, or an authority does not accept the document. We always help identify the appropriate route, but the final requirements and decisions belong to the receiving authority, Justis, the court or another relevant body.
Payment correction
Incorrect or duplicate payments
If a payment was made in error or paid twice, please contact us with the payment reference and date. We will verify it and arrange the appropriate correction. Amounts due back are returned via the original payment method unless we agree otherwise.
Consumer rights
Your statutory rights remain protected
If you contract with us as a consumer and a statutory right of withdrawal applies, nothing on this page limits that right. For services, where you expressly ask us to begin during the withdrawal period, you may be required to pay for the part of the service performed up to cancellation. Where a service has been fully performed after your express prior request and acknowledgement, the right of withdrawal may end where the law permits. This policy does not replace mandatory consumer protection rules.
Need to change your route?
Let us know as soon as possible.
We will confirm the practical position and the next step for your case.