What's covered
If the IRS rejects your ITIN application, you’re covered. So are problems on our side.
Covered
Our guarantee covers
- 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
Not covered
Our guarantee does not cover
- IRS delays: applications delayed by the IRS beyond standard processing times
- Inaccurate information: applications rejected because you provided false or inaccurate information
- User delay: delays caused by your failure to respond to requests for information
- Payment problems: we can't finish because payment wasn't completed
- Optional services declined: you declining optional services or additional steps
- 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
How to claim
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 reason 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 details
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 reason qualifies under our guarantee
If the IRS rejects your application
- You can choose a full refund of our service fee under the guarantee above, or ask us to help you resubmit instead
- 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.