When appointments can’t proceed as scheduled.

1. Introduction

This Cancellation Policy explains what happens when a notarial appointment can’t proceed as scheduled. We’ve written it to be operationally clear and reasonable for both parties: respecting your time when circumstances genuinely prevent the appointment, and respecting our time when an appointment can’t proceed for reasons within your control.

This policy applies to all clients — individuals, families, businesses, title companies, healthcare facilities, employers, law firms, and signing service marketplaces — though some service types have specific provisions described below.

This Cancellation Policy is incorporated by reference into our Terms of Service and works alongside our published Fees. When there’s any conflict between this policy and the Terms of Service, this policy controls for cancellation-specific matters.

2. The Four-Hour Standard

Our standard cancellation notice is 4 hours before the scheduled appointment time.

Cancellations with 4 or more hours notice: No charge. We can usually fill the slot or adjust our schedule, and the trip hasn’t been made.

Cancellations with less than 4 hours notice: Standard mobile fee applies. The slot is harder to fill on short notice, and we may already be preparing for the appointment or en route.

This is a guideline, not an arbitrary line. We exercise judgment in genuine hardship situations — see Section 4 below.

3. Cancellation by the Client

3.1 How to Cancel

To cancel or reschedule an appointment, contact us as soon as possible by phone or text at (903) 776-0624, by email at info@dfwnotarypro.com, or by replying to your appointment confirmation message.

The earlier we know, the better — both for you and for us. Even cancellations within the 4-hour window are easier to handle when we have advance notice rather than discovering it at the appointment time.

3.2 Cancellations With 4+ Hours Notice

No charge. We acknowledge the cancellation in writing and (if applicable) refund any prepaid amount per Section 11 of this policy.

3.3 Cancellations With Less Than 4 Hours Notice

The standard mobile fee for the scheduled service applies. Specific service fees are published on our Fees page. Mileage and premium charges (after-hours, hospital, correctional facility, etc.) do not apply to cancellations because the trip wasn’t completed.

The standard mobile fee covers the time blocked off, the operational disruption of a late cancellation, and the work involved in scheduling and preparing for the appointment.

3.4 Rescheduling

Rescheduling is treated as a cancellation followed by a new booking. If you reschedule with 4+ hours notice, no charge for the original appointment; the new appointment is booked at the published fees in effect at the time of the new booking. If you reschedule with less than 4 hours notice, the standard mobile fee may apply to the original appointment, and the new appointment is booked separately. We try to be reasonable about same-day rescheduling when the situation warrants it — see Section 4.

4. Genuine Hardship Situations

We apply judgment in situations that don’t fit neatly into the 4-hour rule. The following are examples of circumstances where we typically waive the cancellation fee even with short notice:

• Medical emergency — the signer or an immediate family member experiences an acute medical event
• Death in the family — particularly when the appointment is for estate planning related to the deceased
• Severe weather or road closures — that make travel unsafe or impossible
• Hospitalization — when the signer is admitted to a hospital between booking and appointment
• Dispatch errors on our end — if we made a scheduling mistake or miscommunicated the appointment

This is not a complete list. If you have a genuine hardship situation, contact us and explain — we’ll work with you. Our goal is fair treatment, not strict enforcement of every minute of the 4-hour rule.

For the avoidance of doubt: this discretion applies only to legitimate hardship. It is not an opt-out from the cancellation fee for circumstances within your reasonable control (changed mind, scheduling conflicts, or general inconvenience).

5. Cancellation by Us

We may need to cancel an appointment in unusual circumstances, including illness (particularly contagious illness affecting our ability to serve clients safely), equipment failure (loss of access to journal, seal, or required technology), vehicle issues, severe weather, personal emergency (death in the family, family medical emergency), or rare schedule conflicts where two appointments are inadvertently double-booked.

When we cancel:

• No charge applies — even if you prepaid, the prepaid amount is fully refunded
• We work with you to reschedule at no additional cost, including any premium that would otherwise apply to a rescheduled appointment within a short window
• We notify you as quickly as possible — usually by phone first, with email follow-up

We try hard not to cancel. We do not cancel for trivial reasons. In the rare event we cancel an appointment that you needed to keep for a deadline-driven matter (closing, legal filing, immigration), we will help you find an alternative — including referrals to other qualified notaries in the area when we can’t be available.

6. At-the-Appointment Scenarios

These are the most operationally complex situations: we’ve arrived at the location, but the appointment can’t be completed. Different reasons get different treatment.

6.1 Identification Missing or Invalid

When the signer doesn’t have valid government-issued photo identification, we cannot perform the notarial act under Texas law (Texas Government Code Chapter 406).

Charge: Standard mobile fee applies. The trip has been made, and identification is something the signer is responsible for having ready.

What we’ll do: Discuss whether alternative verification under Texas law is possible (e.g., credible witness if available), and help you understand what ID will work for the rescheduled appointment.

6.2 Capacity-Based Determinations

When we determine that the signer lacks capacity for valid notarization (heavily medicated, sedated, cognitively impaired, doesn’t understand the document, appears confused), we cannot proceed.

Charge: No charge. This is a Texas Notarial Law requirement, not a discretionary judgment, and the act could not have proceeded under any notary. This is not anyone’s fault.

What we’ll do: Explain our reasoning, recommend that capacity be assessed by the signer’s physician or care team if relevant, and offer to reschedule when the signer’s capacity may be more clearly present (e.g., medication timing, time of day, after rest).

6.3 Coercion or Undue Influence

When we observe what appears to be coercion, undue influence, or pressure on the signer (someone telling the signer what to say, the signer appearing afraid, contradictions between what the signer says and what the document indicates), we cannot proceed.

Charge: No charge. As with capacity-based decisions, this is a legal requirement and the act could not have proceeded under any notary.

What we’ll do: Discreetly leave the situation, follow up with the signer in private if possible, and recommend appropriate resources (legal counsel, social services, law enforcement) when warranted.

6.4 Signer Unwilling to Sign

When the signer is present, has capacity, has valid ID, but decides not to sign at the appointment.

Charge: Standard mobile fee applies. The signer’s right to decide not to sign is absolute — but the trip has been made.

What we’ll do: Confirm the decision, leave the situation gracefully, and offer to reschedule if the signer needs time to consider further or consult others.

6.5 Document Errors or Incompleteness

When the document presented for notarization has significant errors, missing pages, or other issues that prevent valid notarization (such as critical blanks that should have been filled in by an attorney, missing required content, or wrong document type for the situation).

Charge: Standard mobile fee applies. Documents are the client’s responsibility to prepare correctly before the appointment.

What we’ll do: Identify the issue clearly so it can be corrected, recommend appropriate professional resources (attorney, title company) when applicable, and offer to reschedule once corrections are made.

6.6 Witness Issues

When the document requires witnesses (such as Texas wills) and the witnesses are unavailable, ineligible, or fail to appear.

Charge: Standard mobile fee applies. Witness arrangements are the client’s responsibility unless we agreed in advance to coordinate or provide them.

What we’ll do: Help you understand witness eligibility requirements (adults 18+, not parties or beneficiaries) so the rescheduled appointment can proceed.

6.7 No-Show

When we arrive at the agreed location and time, no one is present, and we cannot reach the client by phone within a reasonable wait time (typically 15 minutes).

Charge: Standard mobile fee applies in full.

What we’ll do: Wait approximately 15 minutes, attempt phone contact, send a follow-up message, and depart. The client may reschedule (with the standard fee paid for the no-show plus the standard fee for the new appointment).

7. Service-Specific Provisions

7.1 Loan Signings

For loan signings routed through signing service marketplaces (Snapdocs, NotaryGo, SigningOrder, CloseWise, and similar platforms), the marketplace’s cancellation policy applies to the assignment. This typically includes specific cutoffs for cancellation without fee, partial fee schedules, and rules about borrower-initiated cancellations.

For direct title company assignments outside marketplace platforms, our standard cancellation terms apply unless modified by written agreement with the title company.

Borrower-initiated cancellations of a closing (as opposed to cancellations of just the notarial appointment) are usually addressed through the title company, not directly with us.

7.2 Remote Online Notarization (RON)

When RON becomes available, additional considerations apply:

• Technical issues on the platform side (RON service outage, platform-side identity verification failures): No charge from us. Platform-side fees may or may not be refundable based on the platform’s terms.
• Technical issues on the client side (client’s camera not working, internet too slow, can’t complete identity verification): Treated similarly to identification issues — standard fee may apply because the session time was scheduled.
• Document type not RON-eligible (some loan documents are not eligible for RON under federal regulation): No charge if discovered before the session begins; standard fee applies if discovered during the session.

7.3 Apostille Services

Apostille processing involves coordination with the Texas Secretary of State after we receive your documents.

• Cancellation before document handoff: No charge. Notarization fees are charged separately if a notary appointment was scheduled and not canceled within the 4-hour window.
• Cancellation after document handoff but before submission to SOS: Notarization fees apply (work has been performed); apostille service tier fees do not apply; pass-through fees not yet incurred are not charged.
• Cancellation after SOS submission: Notarization fees and pass-through fees apply (SOS fees are non-refundable); apostille service tier fees apply on a pro-rated basis based on work completed.

7.4 Pro Bono Services

Pro bono services have no fee, so traditional cancellation charges don’t apply. However:

• We still ask for reasonable notice so we can offer the slot to another pro bono request or use the time productively
• Patterns of repeated pro bono no-shows may affect future pro bono eligibility — not because we’re charging you, but because we have limited pro bono capacity and want to serve people who will keep their appointments
• Cancellations due to genuine hardship (which is often part of why pro bono is being provided) are handled with full understanding

7.5 I-9 Verification

For one-off I-9 verifications (single employee), standard cancellation terms apply. For ongoing I-9 verification arrangements with employers, cancellation terms are typically established in the written engagement agreement and may differ from this policy.

8. Force Majeure and Weather

Some circumstances are beyond anyone’s reasonable control:

• Severe weather — ice storms, flooding, dangerous travel conditions
• Natural disasters — hurricanes, tornadoes, wildfires
• Public health emergencies — quarantine orders, pandemic restrictions
• Government actions — road closures, evacuations, mandatory shelter-in-place
• Major utility disruptions — extended power outages, internet outages affecting operations
• Acts of war or terrorism

When force majeure prevents an appointment from occurring, no charge applies to either party. We work together to reschedule when conditions allow. For time-sensitive matters, we’ll help identify alternatives within the constraints of the situation.

We exercise judgment about what counts as severe enough weather to invoke this provision. Light rain doesn’t count; ice on every road in the metroplex does. We err on the side of safety — both yours and ours.

9. Late Arrivals

When we arrive late to an appointment, we will not charge any cancellation or rescheduling fee, even if you decide not to proceed because of the delay. We aim to arrive within the scheduled window and communicate proactively when traffic, weather, or other circumstances cause delay.

When you arrive late to an in-office or pre-arranged meeting location appointment:

• Up to 15 minutes late: We typically proceed with the appointment if our schedule allows.
• More than 15 minutes late without prior communication: We may need to treat this as a cancellation under the no-show provisions in Section 6.7, particularly if it would push us into another scheduled commitment.

For mobile appointments at your location, this is moot — we come to you, and your readiness at the appointed time is part of the booking.

10. Recurring or Volume Engagements

For ongoing arrangements with title companies, employers, healthcare facilities, law firms, and other regular clients, cancellation terms are typically addressed in the engagement agreement and may differ from this published policy. The engagement agreement controls when there’s a conflict.

For high-volume clients (multiple appointments per week), we offer flexibility around individual cancellations within the broader relationship — but we ask that the relationship operate in good faith and not abuse the flexibility.

11. Refunds

When a refund is owed:

Timing: Refunds are processed within 14 business days of the cancellation being confirmed. Most refunds complete sooner — credit card refunds typically appear in 5-7 business days, ACH refunds in 3-5 business days — but we reserve up to 14 business days for processing through banks and payment processors.

Method: Refunds are issued to the original payment method. If the original method is no longer available (expired card, closed account), we’ll work with you to identify an alternative method and may need additional information for processing.

Partial refunds: When partial fees apply (such as for some apostille cancellations), the refund is calculated based on the work completed and pass-through fees incurred. We provide an itemized statement showing how the refund was calculated.

Pass-through fees: Pass-through fees (Texas SOS fees for apostille, courier fees, payment processor fees that aren’t reversible) are generally non-refundable since we’ve already paid them on your behalf to third parties.

12. Disputes

If you believe a cancellation charge was applied incorrectly, contact us within 30 days of the charge:

• Phone: (903) 776-0624
• Email: info@dfwnotarypro.com
• Mail: DFW Notary Professional LLC, 5900 Balcones Dr Ste 100, Austin, TX 78731

Tell us what charge you’re disputing and why. We’ll respond within 5 business days with our review of the situation. If we agree the charge was incorrect, we’ll reverse it. If we disagree, we’ll explain our reasoning. If we can’t resolve it through this process, the dispute resolution provisions in Section 23 of our Terms of Service apply (informal resolution, then arbitration).

13. Modifications to This Policy

We may update this Cancellation Policy as our practices evolve, as legal requirements change, or as we learn from operational experience. When we make material changes:

• The updated policy is posted on this page with a revised “Last Updated” date
• The pricing and cancellation terms in your written quote remain in effect for that specific booking, even if the published policy changes between the quote and the appointment
• For ongoing engagements (recurring B2B relationships), we notify clients of material changes by email

For your specific booking, the version of this policy in effect at the time of your written quote applies.

14. Contact

For questions about this Cancellation Policy or to cancel or reschedule an appointment:

This Cancellation Policy describes how appointment cancellations are handled by DFW Notary Professional LLC. It is incorporated by reference into our Terms of Service. For questions about how this policy applies to your specific situation, please contact us.