Welcome to HelloGov AI, Inc.
HelloGov is a hand-carry courier company registered with the U.S. Department of State (the “USDOS”). We are not a government agency. As a registered courier company, we are authorized by the USDOS to act on your behalf by hand delivering your passport application to regional passport agencies and retrieving your completed passport. We use AI to simplify the passport application process. Once your application is complete, we either hand deliver it ourselves, or we connect you with other USDOS registered hand-carry couriers with whom we partner. You may also apply directly through the USDOS by scheduling an in-person appointment. Our service fees do not include, and are in addition to, passport processing fees collected by the USDOS, adjudication fees (if applicable), or passport photo costs.
Effective: February 22, 2024
Updated: May 19, 2026
HelloGov AI, Inc. (“HelloGov”) offers a 48-hour refund policy. You are entitled to a full refund if you cancel within 48 hours of purchase and your application packet has not been generated.
1. 48-Hour Trial Period and Refund Eligibility
You are entitled to a full refund within 48 hours of your purchase, provided you have not yet generated your application packet. Once you generate your application packet, we immediately book a meeting slot at a regional U.S. Passport Agency. Because those meeting slots are assigned to registered hand-carry courier companies, they are valuable and must be used or are otherwise subject to cancellation fees and costs.
Once either (i) the 48-hour period elapses or (ii) you generate your application packet—whichever occurs first—you are no longer eligible for an automatic refund.
2. Requesting a Refund
To request a refund, contact us via chat, sms or phone. Each request is reviewed individually to ensure fairness and customer satisfaction. If eligible, you’ll receive an approval by email for confirmation.
3. Refund Conditions
- Within 48 Hours & No Application Packet Generated: Full refund.
- After 48 Hours or Application Packet Generated: No automatic refund. Requests will be reviewed on a case-by-case basis, and refunds may be issued at HelloGov’s sole discretion.
4. Service Commitment and Limitations
HelloGov’s responsibility is limited to preparing and delivering your application materials to a courier. Once transferred, responsibility for processing and delivery passes to the appropriate government agency or a related third-party provider. Refunds cannot be issued for circumstances beyond HelloGov’s control, including but not limited to:
- Government processing delays or closures
- Third-party delivery or handling issues
- Flight cancellations or travel disruptions
- Passport or visa procurement complications, including regulatory or policy changes
- Errors, omissions, or incomplete information submitted by the customer
We stand behind our service and our commitment to deliver your prepared materials, subject to the limitations outlined above.
5. Liability and Dispute Terms
HelloGov’s maximum responsibility to any customer shall not exceed the total amount of fees actually paid to and collected by HelloGov. No guarantees or warranties, express or implied, are provided beyond what is stated in this policy. Under no circumstances shall HelloGov be liable for any direct, indirect, incidental, or consequential damages.
All disputes or claims shall be brought exclusively in the state or federal courts located in Miami, Florida, and governed by the laws of the State of Florida. By using HelloGov’s Services, you agree not to dispute any charges with your bank or payment provider and to resolve all issues directly with HelloGov.
6. Services Covered
This policy applies to all HelloGov Services, including:
- Passport processing
- Travel visa applications
- DMV title & registration
- Immigration services
7. Money‑Back Guarantee
Although we cannot guarantee final decisions or processing timelines, HelloGov offers a money‑back guarantee if a delay in processing prevents you from completing planned travel or receiving required documentation on time.
This guarantee applies to delays caused by a courier, the USDOS, the U.S. Postal Service, or a related third-party provider. If eligible, you may receive a refund of up to the amount you paid for the affected service. HelloGov may, at its sole discretion, offer additional compensation in exceptional cases.
This guarantee does not apply to delays resulting from incomplete or inaccurate information submitted by you, changes in government policies or eligibility, or circumstances beyond HelloGov’s control. All claims under this guarantee are reviewed on a case-by-case basis, and HelloGov’s maximum guarantee is limited to the total amount paid by you for the applicable service.
8. Acknowledgement
By using HelloGov’s services, you agree to this refund policy and acknowledge its terms. Our goal is to provide clear, fair, and transparent service at every stage of the customer journey.