LiveScan Refund, Rescheduling & No-Show Policy

Our appointment-based LiveScan service ensures dedicated time, equipment, and staffing
for each applicant. This page explains how cancellations, late arrivals, reprints, and
employer responsibilities are handled—clearly, fairly, and without surprises.

Ordering Paths

Two Ways to Schedule

Individuals (Prepaid Online)

You pay at checkout, and the appointment becomes fully reserved.

Employers / Agencies (Invoiced)

When scheduling through the employer portal, the organization is invoiced after the order unless prior arrangements specify otherwise.

Cancellations

Cancellations & Rescheduling

Individuals (Prepaid)

  • Cancel 24+ hours before: Full refund.
  • Cancel within 24 hours: 50% refund.
  • If you still need printing, you’ll need to schedule a new appointment.
  • Rescheduling before the appointment time is free.

Employers / Agencies

  • Cancel before the appointment—no charge.
  • No cancellation + applicant doesn’t show → see no-show rules.

No-Shows

No-Shows & Late Arrivals

Individuals (Prepaid)

No refund for no-shows. A new appointment must be purchased.

Employers / Agencies

If an applicant does not show and no notice was given:

A 50% no-show fee is billed to the employer.

Rescheduled appointments are billed as new full-rate services.

Late Arrivals

  • 15-minute grace period.
  • If you call ahead: We may extend the grace period.
  • More than 15 minutes late without calling: If we’re booked tight, it becomes a no-show.

Reprints

Reprints & Rejections

  • Our error: Unlimited free reprints.
  • Natural fingerprint issues: One free resubmission per FDLE/FBI rules.
  • Employer errors (wrong ORI, wrong purpose, missing authorization): No refund; new transaction required.

Identification

ID Requirements & KYC (Know Your Customer)

KYC (Know Your Customer) is a federally recognized identity-verification standard.
In LiveScan, it means confirming that the person being fingerprinted is who they claim to be
using biometric checks and government-issued ID.

All KYC identity verification occurs in person at the appointment.
This protects the applicant, the employer, and the accuracy of their background screening.

Applicants should bring a valid government-issued ID. If they forget it, they are not penalized
for showing up — mistakes happen.

If an applicant arrives without proper ID:

  • They may reschedule for the same day or the next business day at no charge.
  • No-show or late-cancellation rules apply only if they miss the second appointment.

Quick Summary

  • 24+ hours notice → Full refund.
  • Under 24 hours → 50% refund and must reschedule.
  • No-show → Individuals lose full fee; employers billed 50%.
  • 15-minute grace period (extended if you call).
  • Unlimited reprints for our errors.
  • One FDLE/FBI reprint for natural print issues.
  • Forgot your ID? No penalty. Reschedule same/next day.
  • No-show policy only applies if the rescheduled appointment is missed.