Refund Policy

• Conditions
• Timeline & 90-Day Guarantee
• Documentation Required

Conditions

Timeline & 90-Day Guarantee

Documentation Required

Quick reference for Billing & CSR. The full, canonical SOP lives in the Onboarding Operations book — see Onboarding Requirements — Documents & Verification Guide. Always defer to that page if anything below conflicts with it.

What every client must send before dispute work begins

1. Government-issued photo ID — Driver's License (FRONT only), State ID, or US Passport. Must be unexpired and show full legal name clearly.
2. Social Security verification — Social Security Card (preferred), W-2, or 1099 showing the full SSN.
3. Proof of Address (POA) — utility bill, bank statement, government letter, or lease agreement. Must be dated within the last 60 days and show the client's full legal name + current address.

Quality standards (reject if any of these fail)

• Clear and fully readable — no blur, no crop, no cut-off corners.
• All four corners visible — no folded or hidden edges.
• JPG, PNG, or PDF only — no screenshots of screenshots.
• Driver's License: FRONT side only.
• POA dated within 60 days of submission.

Common client questions billing/CSR will hear

• "Do I need to send the back of my license?" No — front only.
• "My utility bill is 3 months old, can I use it?" No — must be within 60 days. Ask for a current bank statement instead.
• "I just moved and have no bills here yet — what do I do?" Send a signed copy of the lease agreement at the new address.
• "Can I use a Passport instead of a Driver's License?" Yes — US Passport or Passport Card is fully accepted.
• "I lost my Social Security Card." A W-2 or 1099 showing full SSN is accepted as a substitute.
• "I don't have any bills in my name — only a PO Box." Escalate to Team Lead for approval before accepting a PO Box.

If client refuses to send POA

Client must still provide current address verbally or in writing. Notify the Dispute Team — they will generate the POA internally. Log it in GHL notes: "Client declined POA submission — address confirmed verbally. Dispute Team notified."

If client has no supporting documents at all

Escalate to Team Lead before proceeding. Do not start dispute work without verified docs.

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For full details, edge cases, and the legal reasoning, read the master guide: Onboarding Requirements — Documents & Verification Guide.