Appointment Policy

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Appointment Policy

Last Modification: August 05, 2023. Policies and procedures subject to change without notice.

Appointment Cancellation and Refund

We understand that unanticipated events will happen in everyone’s life. Therefore, in our desire to be effective and fair to all clients. Please read our Appointment Cancellation Policy thoroughly. As an appointment-based service, National Live Scan Association® (NLSA) Technicians rely on maintaining an accurate appointment schedule to ensure the best service for our clients.

By making an appointment with NLSA, you acknowledge your agreement to our cancellation and no-show policies. NLSA maintains a record of all payment methods used during checkout at any of our locations and online appointment scheduling. You agree that NLSA may, at its discretion, charge such payment methods without notice to cover accrued cancellation or no-show fees.

As a courtesy to clients, NLSA may issue reminder calls, texts, and emails. The failure to contact a client before an appointment will not negate cancellation and no-show fees due to a client missing an appointment.

1. Appointment Cancellation

1.1 You may cancel your appointment up to ten (10) business days before the scheduled date and request to receive a refund. There’s a cancellation fee of 50% for each appointment.

1.1.1 Eligible Rescheduling: You have one (1) rescheduling allowed. There will be a $47.00 service charge for any additionally approved rescheduling.

The rescheduled appointment date must be within six (6) months (calendar months) from the original purchase.

Note: This fee can be credited (“Customer Credits”) towards a future if the client reschedules the appointment no later than ten (10) business days before the available requested date.

1.1.2 Eligible Customer Credits: Upon approval, these credits can be used by the client, transferred, or gifted within six (6) months (calendar months) from the original purchase date.

1.1.3 Eligible Cancellations: Approved refund request will be issued to the same credit card initially used or by check when cash or check payment that has been used. Allow thirty (30) days for a refund submission.

1.2 If cancellation is made less than ten (10) business days before the appointment date, you will receive the credit to reschedule at a later. There will be no refund.

1.3 Cancellation requests made less than one (1) business date of appointment will not receive a refund nor a reschedule.

1.4 If you need to change your appointment on the day of the service, such as moving the appointment time, there will be a $47.00 service charge due to limited availability.

1.5 All Hard Card Scanning submissions and compliance, the fees paid are non-refundable.

1.6 All Hard Card Scanning services paid to NLSA or its partners are non-refundable, and no credits or partial or complete refunds will be issued.

All cancellation request for applicable refunds MUST be sent immediately via email to ClientSvcs(at) Cancelling online yourself does not refund any amounts or provide applicable credits.

2. Refund Request

2.1 Refund request will require proof of payment with a valid receipt. We may be able to locate and reprint your receipt for you. If we can not find your payment receipt, and if approved, a refund will be credited as an NLSA Gift Certificate.

2.2 The NLSA Gift Certificate will be valid for six (6) months (calendar months) from the original purchase date.

2.3 If eligible for a refund please email your request, please email your request to ClientSvs(at) -OR- mail your written refund request to:

National Live Scan Association
Attn: Refund Request
400 Corporate Pointe, Suite 300
Culver City, CA 90230

Please include the following information as part of the refund request:

  • Your name, phone number, complete address, and email
  • Appointment Registration ID
  • Payment date, the amount, and method of the payment (i.e., credit card, check, money order, cash)
  • If applicable:
    • Credit card payment transaction number
    • The check number and the amount paid
  • Reason for the refund request

2.4 Standard Turnaround Time

2.4.1 Our standard turnaround time to process a refund and approve is thirty (30) days from the date your refund request is received.

2.4.2 Approved refunds will be issued in the original form of payment (i.e., If payment is made with a credit card, NLSA will issue a credit card only to the same credit card)

3.0 No-Shows

3.1 Anyone who forgets or consciously chooses to forgo their appointment for whatever reason will be considered a “no-show.” A no-show appointment will not be eligible for a refund, credit, or reschedule.

4.0 Late Arrivals

If you are running late for the appointment, please call our office so that we can review the schedule and see if there is still time that day or reschedule for another day.

4.1 Arriving at a scheduled appointment more than 10 minutes late without prior notice and approval, we will consider this a missed appointment and forfeit payment. A missed appointment will not be eligible for a refund, credit, or reschedule.

4.2 In some instances, and when our schedule allows, we may be able to accommodate a reschedule. There will be a $47.00 rescheduling fee. The rescheduling fee must be paid immediately to reserve your new date.

4.2.1 The rescheduled appointment date must be within six (6) months (calendar months) from the original purchase.

5.0 Unable To Be Fingerprinted

You are to provide the required documentation to be fingerprinted. A valid and current U.S. Passport or a driver’s license is acceptable. Other acceptable documents are available at

5.1 An applicant is considered “Unable to be fingerprinted” for any of the following reasons: Failure to appear for a scheduled appointment, inability to present proper identification, failure to present (provide) the requested information for LiveScan submission, or the submitted information does not precisely match the information provided during the scheduling process.

5.2 Applicants unable to be fingerprinted may be allowed to reschedule and must pay the $47.00 rescheduling fee.

5.2.1 The rescheduled appointment date must be within 6 (six) months (calendar months) from the original purchase. There will be no refunds.

6.0 Weather

6.1 For weather cancellations, you will receive an email or text message to let you know your options. NLSA has the ultimate decision on if the appointment needs to be rescheduled due to weather conditions.

6.2 If the appointment is canceled due to weather, you will receive a notification with options. Your options may include a list of available dates and locations to reschedule your appointment.

6.2.1 The rescheduled appointment date must be within six (6) months (calendar months) from the original purchase.

6.3 Rescheduling due to weather conditions will not count against your rescheduled credits. There will be no refunds.

7.0 Limitation on Liability

7.1 If NLSA cannot perform requested services due to fire or other casualties, strike, act of God, or other cause beyond the control of the parties, or due to NLSA staff’s illness or emergency, then the NLSA shall return the fee to the applicant but shall have no further liability concerning the requested services.

7.2 This limitation on liability shall also apply if any of the customers’ materials are damaged in processing, lost through the LiveScan equipment, software, camera, or other media malfunction, lost in the mail, or otherwise lost or damaged without fault on the part of the NLSA.

7.3 If NLSA fails to perform for any other reason, NLSA shall not be liable for any amount of overall monies paid.