Effective Date: 20 August 2026

GetCleared.co.za is a private document facilitation service operated by Moto Digital Solutions (Pty) Ltd (Reg. No. 2021/522062/07).

We assist clients with the facilitation of South African Police Clearance Certificates, DIRCO Apostilles and document authentication, criminal record expungement applications, and related document services.We understand that many of our clients require their documents for time-sensitive visa, immigration, employment, study, residency and international travel purposes. Our refund policy is designed to be fair while recognising that certain parts of the process depend on government departments, third-party service providers and courier companies.

1. Service Fees
Payments made to GetCleared cover professional facilitation, administration, document assessment, application preparation, submission, follow-ups, collection and related services, depending on the service selected.Our fees are not simply government application fees. They cover the professional service and resources required to manage your application on your behalf.Government fees, embassy fees, courier charges, payment processing fees and other third-party charges may be non-refundable once paid or incurred.

2. Cancellation Before Processing
If you cancel your order before GetCleared has commenced work on your application, you may be eligible for a refund, subject to any payment processing or third-party costs already incurred.Once document assessment, preparation, submission, courier arrangements or other work has commenced, the amount refundable may be reduced to reflect work already completed.

3. Cancellation After Submission
Once an application has been submitted to SAPS, DIRCO, the relevant authority or another third party, cancellation does not automatically entitle the client to a refund.This is because GetCleared may already have incurred professional, administrative, courier or third-party costs in processing the application.Any refund after submission will therefore be considered based on the stage of the application and the costs already incurred.

4. Turnaround Times and Government Delays
Our expedited services are designed to facilitate faster processing. Standard expedited turnaround periods are generally communicated to the client before the service begins.

Our advertised turnaround time does not constitute a guarantee that SAPS, DIRCO, the Department of Home Affairs, an embassy, a courier company or another government or third-party authority will issue a document within a specific period.Where a delay occurs because of circumstances outside GetCleared's reasonable control, including government backlogs, system failures, public holidays, strikes, operational disruptions, additional verification requirements or courier delays, the delay will not automatically qualify for a full refund.

Where a significant delay occurs beyond the communicated turnaround period and the delay is attributable to circumstances within GetCleared's control, we will communicate the delay to the client and may offer an appropriate partial refund or other reasonable remedy, depending on the circumstances.

5. Incorrect or Incomplete Client Information
GetCleared is not responsible for delays or additional costs caused by:
- Incorrect information supplied by the client;
- Incomplete application forms;
- Incorrect or unusable fingerprints;
- Missing supporting documents;
- Expired or invalid identification documents;
- Failure to respond to requests for additional information;
- Failure to provide documents within the required timeframe; or
- Failure by the client to follow instructions provided by GetCleared.

Where an application must be resubmitted or additional work is required for these reasons, additional charges may apply.

6. Unsuccessful Applications
Payment for facilitation services does not constitute a guarantee that a government authority will issue a particular document or approve an application.

For example, GetCleared cannot guarantee the outcome of a Police Clearance Certificate, Apostille, Authentication or Criminal Record Expungement application where the final decision rests with SAPS, DIRCO, a court, government department or other competent authority.

Where an application is unsuccessful for reasons outside GetCleared's control, service fees are generally non-refundable.

7. Courier Fees
Courier charges are separate from the professional facilitation service unless expressly included in the quotation or invoice.Once a document has been handed to the courier, GetCleared is not responsible for delays, failed delivery attempts, incorrect addresses supplied by the client, customs procedures or other events within the courier's control.Where a replacement shipment or additional delivery is required because incorrect delivery information was supplied by the client, the additional courier cost may be charged to the client.

8. Refund Processing
Approved refunds will generally be processed using the original payment method where reasonably possible.Refund processing times may depend on the payment provider, bank or payment platform used for the original transaction.

9. How to Request a Refund
Refund requests must be submitted to hello@getcleared.co.za and should include the client's name, invoice or order reference, service purchased and reason for the refund request.Each request will be reviewed based on the stage of the application, work already completed, third-party costs incurred and the reason for cancellation or delay.

10. Changes to This Policy
GetCleared reserves the right to amend this Refund Policy from time to time. The latest version published on the website will apply to future orders.

11. Contact Us
For refund enquiries or assistance relating to an existing application:

GetCleared.co.za
Operated by Moto Digital Solutions (Pty) Ltd
Reg. No. 2021/522062/07
37 Bath Ave, Rosebank, Johannesburg, 2196
Email: hello@getcleared.co.za
Telephone: 011 568 8311
WhatsApp: 070 339 8487

GetCleared.co.za is a private document facilitation company and is not a government department or affiliated with SAPS or DIRC