If you paid for a screening and the applicant never finished the application, you can usually get a refund, use it as an account credit, or reuse the fee on a new order. That window is 120 days from the day you paid. After the applicant submits a completed application, the report is in motion and we do not refund it because someone changed their mind.
This is the same policy as My applicant didn't fill out his background check information. We do not start a screening report until you give us the applicant’s contact information, we send them the application, and they submit a completed application with the required authorizations.
If you are the employer (the customer who paid)
You can request a refund, account credit, or reassignment when:
The applicant has not submitted a completed application (including authorizations).
You ask within 120 days of paying the fees for that screening report.
You want either (i) a full refund of those fees to the original payment method or as account credits, or (ii) those paid fees reassigned to a new screening order.
You can also reassign an unused application yourself by sending the order to a new email. That disables the old link. See I typed the wrong email address for my applicant and How can I manage unused application links.
We will not refund when:
The applicant erroneously or mistakenly completed the application. After we receive and process a completed consumer application, we will not refund because the consumer completed it by mistake.
The screening report is a completed report on a completed consumer application.
The charge is a passthrough surcharge (federal, state, or county courts, employers, educational institutions, or state DMVs) that we have already been billed for.
Under 18: We do not run reports on people under 18. If you already paid for someone who is a minor, use the options in Can you run reports on people under 18? — reassign the unused link within 120 days, or request a refund.
How to ask support
Email [email protected] or call 1-800-942-1366. Say you want to cancel, refund, or reassign a paid unused order. Include the email address on the original order so we cancel the right instance.
Do not open a card chargeback to “cancel” an unused application. Ask support first. A charge you do not recognize is also support. A dispute about report accuracy is a different process — see How can a dispute be opened? and email [email protected].
If you are the applicant
You cannot cancel the employer’s paid order from the application link. Ask the employer who sent you the invitation. If your concern is incorrect information on a completed report, that is a consumer dispute, not a cancel/refund. See My employer ran a background check on me. What if there is incorrect info? and Dispute the Accuracy of Your Background Report.