Legal
Refund Policy
Plain English. No surprises. · Last updated: June 16, 2026
Legal entity: GovGo is operated by GOV GO DIGITAL SOLUTIONS LLC, a Florida limited liability company (EIN: 87-2743516), 6735 Conroy Road, suite 309, Orlando, Florida – 32835.
The short version
✓24-hour no-questions-asked refund. Email us within 24 hours of payment and we refund 100% of our service fee — no reason required.
✕Once we start processing, our service fee is non-refundable. The 24-hour window closes as soon as our team begins work — usually within a few hours of payment.
✕Government fees are never recoverable through us. Once paid to TSA, CBP, CLEAR, or any embassy/consulate, those agencies own their own refund policy.
1. The 24-hour no-questions-asked window
From the moment your card is charged, you have 24 hours to request a full refund of our service fee for any reason — change of plans, found a different solution, or simply changed your mind.
How to request a refund within the 24-hour window:
- Email hello@govgo.app from the address you used to pay, or
- Reply directly to your payment confirmation email.
We will confirm the refund within one business day. The credit will appear on your original payment method within 5–10 business days depending on your bank.
Important: the 24-hour period runs continuously from the timestamp on your payment receipt — not 24 business hours.
2. After 24 hours: our service fee is non-refundable
Our specialist team begins work on every paid application promptly after payment. That work includes:
- Pulling your submitted information into the relevant government form
- Reviewing your documents for compliance with government requirements
- A human specialist reviewing the complete file before submission
- For TSA PreCheck and Global Entry: identifying the nearest enrollment center and reserving your appointment slot
Because that work is performed promptly, our service fee is non-refundable after the 24-hour window closes — even if you change your mind, decide not to travel, or are denied by the government.
What we still provide at no additional charge after the window closes:
- We keep your file open for up to 12 months in case you want to resume.
- We can apply 100% of your paid service fee as credit toward a future GovGo application of equal or greater value.
- We provide a complete copy of your prepared application paperwork so you can file directly with the agency yourself.
3. Government fees are separate — and never refundable through us
We collect government fees where applicable and remit them directly to the issuing agency. We have no ability to recover those fees once submitted. If you believe you are entitled to a government fee refund, you must contact the relevant agency directly.
4. If you're determined to be ineligible
We conduct a basic eligibility check before we begin substantive work. If during that check we determine you do not qualify for the program you applied for:
- We will notify you immediately by email.
- We will refund your service fee in full — no deductions, no questions.
- If we have already remitted a government fee on your behalf, refundability of that fee is subject to the agency's own rules.
5. If we make a material error
If GovGo makes a material error in the preparation or submission of your application that directly causes a rejection, we will:
- Correct the error at no charge and resubmit your application, or
- Refund your service fee in full if a resubmission is not possible or you prefer a refund.
A "material error" means an error in information we entered — not information you provided incorrectly or a rejection based on your personal background or government discretion.
6. Government denials & delays
GovGo cannot control and is not responsible for:
- Government decisions to deny, delay, or conditionally approve your application.
- Processing times — these are estimates published by government agencies, not guarantees.
- Changes in government policy that affect your eligibility after submission.
- Technical outages or system issues at government agencies.
In these cases, our service fee is non-refundable because our work was completed correctly. We will, however, assist you in understanding next steps at no additional charge.
7. How to request a refund
- Email hello@govgo.app with subject line: Refund Request
- Include your name, order email address, confirmation number, and the reason for your request
- We will respond within one business day and process eligible refunds within 3–5 business days
- Refunds are issued to the original payment method only
- Email: hello@govgo.app
- Mail: GOV GO DIGITAL SOLUTIONS LLC, 6735 Conroy Road, suite 309, Orlando, Florida – 32835
Mon–Fri, 9am–6pm ET. We typically respond within a few hours during business days.