Refunds & Cancellations

Because most appointments are same-day and require travel, our policy is based on (1) when you cancel, and (2) the distance zone (travel time) for your appointment.

Definitions

  • Zones (from our Taunton base):
    Zone A ≈ nearby towns (typ. ≤ 30 min each way) — Buffer 45 min
    Zone B ≈ greater South Shore / SE MA (≈ 30–60 min each way) — Buffer 90 min
    Zone C ≈ Boston / inner suburbs / Cape edges (≈ 60–90+ min each way) — Buffer 120 min
  • Buffer = the minimum lead time we must keep to plan and travel to you.
  • Dispatch = the moment your notary/runner is assigned and begins route prep (usually when you receive the “on our way” text/email).

Grace window

10 minutes after booking — cancel free of charge (full refund of any deposit) if we have not dispatched.

Before dispatch (after the 10-min grace)

  • Cancel outside your zone’s Buffer: refund of deposit minus a $25 admin fee, or 100% credit to reschedule within 30 days (your choice).
  • Cancel inside your zone’s Buffer (but before dispatch): 50% of the quoted minimum is due (or your deposit, whichever is greater). The remainder, if any, is credit toward rescheduling within 30 days.

After dispatch (driver en-route or on site)

  • En-route cancellation: travel minimum for your zone + any rush/after-hours premiums + time already spent (waiting billed in 15-min blocks) are due. Your deposit is applied to these amounts.
  • On-site but unable to complete (no-show, invalid ID, unwilling signer, incorrect docs, witness not ready): minimum service fee + travel + waiting apply. If we must return, a new appointment is required.

Same-day / express bookings

For appointments scheduled to start within the Buffer for your zone, a higher non-refundable portion may apply (up to the full minimum including rush premium), because we must dispatch immediately to meet your time.

Rescheduling

  • Free once when requested outside your zone’s Buffer.
  • Requests inside the Buffer are treated like a cancellation + new booking (rush/availability premiums may apply).

Weather, safety, access

If travel or on-site conditions are unsafe or access is denied (lockdowns, facility rules), we’ll reschedule once at no extra charge. If you decline the reschedule, standard cancellation terms apply.

How to cancel

Email admin@kellymobilenotary.com or call 774-826-5193. We use the timestamp of our receipt, and for dispatch we use the system timestamp of the “on our way” message.

Examples

  • Boston (Zone C), 2 hours from now → cancel 30 minutes after booking (inside 120-min Buffer, before dispatch): 50% of minimum due.
  • Taunton (Zone A), 3 hours from now → cancel 2 hours before (outside 45-min Buffer, before dispatch): refund minus $25 admin, or 100% reschedule credit.
  • Brookline (Zone C), driver already en-route → you cancel: travel minimum + rush + time already spent are due (deposit applied).