1) Acceptance of Orders
We review each request before accepting it. Submitting a request, providing payment information, or making a payment does not mean your order has been accepted.
We may decline or terminate Orders as set forth in Section 13. If we decline your request before accepting it, we release any payment hold and refund any payment received for that request.
2) Key Principles
Effort-based Services. You purchase the agreed services, including professional effort, reserved time where applicable, and documentation. We do not guarantee a particular outcome. Our agreed service and correction responsibilities still apply.
Once we accept your order, the service fee is nonrefundable. The full-refund exceptions in Section 13 still apply.
3) Definitions
“Order” means a request for Services. An accepted Order is one we have reviewed and agreed to carry out.
“Attempt” means a service effort at an address, including reasonable time on site to assess available information and carry out service or related due diligence, whether or not contact is made.
“Work Begins” when we actually start work on an Order. This includes routing, scheduling or assigning the work; preparing documents; research or address checks; making an Attempt; or incurring authorized third-party or pass-through costs. This definition does not change the acceptance-based cancellation rules or the full-refund exceptions in Section 13.
“Expedited Services” means Rush, Same-Day, or other accelerated handling we agree to provide.
4) Included Attempts (Service of Process)
Your service fee includes at least four good-faith attempts if service remains unsuccessful and the address still appears valid. We vary our visits across mornings, midday, evenings, and a weekend.
The included attempt count applies separately to each address accepted for service, unless we agree with you in writing to a different allocation.
We may pause attempts to investigate information that calls an address into question. Attempts at that address may end sooner if service succeeds, you cancel the order, we have a reasonable basis to determine that the address is invalid, or further attempts would be legally prohibited or present a genuine safety issue. A lack of response alone does not establish that an address is invalid.
Work outside the agreed service scope, including additional stakeout, observation, wait time, or service at another address, requires your approval of the work and any additional charge. Our agreed service and correction responsibilities and the full-refund exceptions in Section 13 still apply.
5) Expedited Services and Timing
Expedited Services follow the timing and priority agreed for your order. First-attempt or first-visit timeframes run from our acceptance of the order under the applicable service schedule. Agreed reattempt schedules still apply.
Expedited handling does not guarantee that a person will be located or served, or that a court will accept a document. Our agreed service and correction responsibilities, and applicable refund and payment-hold release terms, still apply.
6) Client Cancellations & Refund Eligibility
6.1 Before Acceptance
If you cancel your request before we accept it, we release any payment hold and refund any payment received for that request.
6.2 After Acceptance
Once we accept your order, the service fee is nonrefundable. The full-refund exceptions in Section 13 still apply.
7) Unsuccessful or Delayed Service
No refund is owed solely because service is unsuccessful or delayed due to factors outside our control. Examples include:
- Evasion, refusal to cooperate, or avoidance tactics.
- Difficulty locating or contacting the recipient.
- Incorrect, incomplete, or outdated address or identifying information supplied to us.
- Access restrictions at gated properties or secured facilities.
- Third-party refusals, closures, delays, or changing facility policies.
- Defects, missing pages, or other problems in documents supplied to us.
Our agreed service, timing, documentation, and correction responsibilities remain in place, along with the full-refund exceptions in Section 13.
8) Client Responsibilities
You agree to provide the information and documents reasonably needed to perform the requested services, including names, addresses, deadlines, and special instructions. Provide truthful information that is accurate to the best of your knowledge, tell us when requested information is unknown or uncertain, and promptly provide material corrections or updates. Inaccurate or incomplete information may affect our ability to perform the work. Our agreed service and correction responsibilities still apply.
You represent that you have the legal right to provide the documents for the requested Services. Document handling and printing must follow the agreed instructions and applicable authorizations. Submitting documents does not by itself authorize a charge or payment hold. Additional work and charges must remain within your authorization.
9) Address Changes and Repeat Service
We review new addresses and material instruction changes for scope, timing, and any additional charges. Work and charges beyond the agreed scope require your approval, unless already covered by valid advance authorization.
Additional-address work follows the agreed pricing for that work. A new address does not automatically create a second rush fee or change the agreed deadline or priority. Reusing the packet already with us in the field does not create a new printing charge.
Included attempts and any agreed allocation follow Section 4.
We correct declarations at no charge when the correction does not affect the service performed. If incorrect information or documents you supplied require repeating service already performed, a new paid order is required. If our mistake requires repeating service, we do that at no charge.
10) Printing Charges
Service documents are printed single-sided. Black-and-white printing costs $0.30 per printed page, with each copy counted separately.
Color printing is available on request at $1.50 per printed page.
For an accepted Order, printing charges are earned only for authorized pages actually printed. Those charges are nonrefundable, subject to our agreed correction responsibilities and the full-refund exceptions in Section 13.
If there is a page-count dispute, we will verify the count and correct any billing error under Section 11.
11) Billing Errors
We will correct confirmed billing errors, including duplicate charges, incorrect fees, incorrect page counts, and calculation errors. If an error caused an overpayment, we will refund the excess or apply it as account credit under an agreed billing arrangement. You may request the return of unused credit.
This section does not limit the full-refund exceptions in Section 13 or either party’s lawful remedies for a payment dispute.
12) Third-Party & Pass-Through Costs
For an accepted Order, you remain responsible for authorized third-party costs actually incurred that cannot be recovered, subject to the exceptions below. This does not add charges for costs already included in an agreed service price.
If we receive a third-party refund for a cost charged to your order, we reduce that cost accordingly. We do not deduct a separate administrative fee from the amount returned by the third party.
If court fees are refunded, we also recalculate our surcharge on the total court costs remaining for that order: 10% or $10, whichever is greater. If all court costs are refunded, no surcharge applies.
We apply these adjustments to your balance and refund any resulting overpayment or apply it as account credit under an agreed billing arrangement, as described in Section 11. Our agreed correction responsibilities and the full-refund exceptions in Section 13 still apply.
13) Declining, Pausing, or Ending Orders
We may decline a request, pause work, or end an Order for lawful reasons, including when:
- The requested work would be unlawful or unsafe, require misrepresentation or improper conduct, or raise ethical concerns that lead us to decline or withdraw.
- A material problem with the documents or information needed for the agreed work prevents us from proceeding.
- Instructions materially change after Work Begins in a way that prevents us from continuing the agreed work safely or lawfully.
- Client communications are abusive, harassing, or threatening.
Our agreed service and correction responsibilities still apply.
If we cannot complete your accepted order because of a problem on our side, or if we withdraw for ethical reasons, you owe nothing for that order. We refund all payments received and release any payment hold, even if work has already begun.
14) Payment Disputes and Chargebacks
If a payment dispute or chargeback is filed, we may provide documentation demonstrating work performed and fees earned, including assignment and routing records, timestamps, printing logs, communications, receipts, attempt records, and proof documentation. Location information or photographs are included only if they were lawfully and actually collected for that assignment.
Any disclosure is limited to what is reasonably necessary and lawful, as described in our Privacy Policy.
Either party may use lawful remedies available for a payment dispute. We will seek payment only for amounts lawfully owed. A dispute or payment reversal does not override our billing-correction obligations or the full-refund exceptions in Section 13.
15) Severability
If any provision of this Policy is held invalid or unenforceable, the remaining provisions will remain in full force and effect to the maximum extent permitted by law.
16) Non-Waivable Rights
Nothing in this Policy limits rights that cannot be waived under applicable law. Where a refund is required by law, we will comply.
17) Contact
Questions about cancellations or billing:
Paper Monkey Legal Services
Email: service@papermonkeylegal.com
Phone: 509-339-9881
Mail: PO Box 245, Palouse, WA 99161