This page sets out what is covered, what is not and how to claim. It is the guarantee in our Terms of Service, set out plainly.
What the ITIN guarantee covers, and what it does not.
Our guarantee covers
- An IRS rejection of your ITIN application, when the information and documents you gave us were true and complete
- We fix and resubmit the application at no extra cost
- If the IRS still rejects it, we refund our service fee
- If we can’t complete and submit your request for any reason within our control, we refund our service fee
- Nolly.com’s failure to complete document preparation
- Nolly.com’s failure to properly prepare required forms
- Nolly.com’s failure to submit documents within the agreed timeframe (due to our error)
- Nolly.com’s system failures, website downtime, or technical issues
- Nolly.com’s staff error or negligence that prevents service completion
Our guarantee does not cover
- IRS delays: applications delayed by the IRS beyond standard processing times
- False, incomplete or misleading information or documents: rejections caused by information or documents you provided that were false, incomplete or misleading
- User delay: delays caused by your failure to respond to requests for information
- Payment problems: we can't finish because payment wasn't completed
- Change of mind: deciding you no longer want the service
- Missed deadlines: you can no longer file because a legal deadline has passed
- Court orders or legal holds: a legal matter stops us finishing the service
Asking for your money back
Write to us. Put “Refund Request” in the subject line and we'll take it from there.
info@nolly.comWrite to us
Contact us in writing at info@nolly.com with the subject line “Refund Request”.
Give us the details
Include your case number and the reason for your refund request.
We look into it
We look into your claim within 5 business days and confirm the rejection is covered by the guarantee.
If it's approved
The refund is processed within 10 business days, and goes back to the original payment method.
It reaches your account
How long it takes to appear depends on your financial institution, typically 5 to 10 business days.
The conditions, and what if the IRS says no
Refund conditions
- Refund requests must be submitted within 60 days of payment or within 60 days of the IRS rejection notice, whichever is later
- We must confirm that the rejection is covered by our guarantee
If the IRS rejects your application
- If the information and documents you gave us were true and complete, we fix and resubmit your application at no extra cost
- If the IRS still rejects it, we refund our service fee
- Resubmission does not guarantee IRS approval
- For appeals or disputes with the IRS, you should consult a tax attorney or enrolled agent
Except for this guarantee, Nolly.com makes no warranties or guarantees about service outcomes, IRS decisions, processing times or results. This page summarises section 6 of the Terms of Service, which is the full text.
Guarantee questions, answered
It covers an IRS rejection of your ITIN application when the information and documents you gave us were true and complete. We fix and resubmit the application at no extra cost, and if the IRS still rejects it we refund our service fee. You also get a full refund of our service fee if we can’t complete and submit your request for any reason within our control, such as staff error, a failure to prepare required forms or to submit them in the agreed timeframe because of our error, or a system failure on our side. It does not cover rejections caused by false, incomplete or misleading information or documents.
Refund requests must be submitted within 60 days of payment or within 60 days of the IRS rejection notice, whichever is later.
No. Applications delayed by the IRS beyond standard processing times are not covered. The IRS sets the timing and makes the decision.
Write to info@nolly.com with the subject line "Refund Request", and include your case number and the reason for your request. We investigate within 5 business days and process an approved refund within 10 business days.