Terms & Conditions

1. Who we are (and who we are NOT)

Documentos.me is a private document management and retrieval company. We are NOT the government of El Salvador, nor the RNPN, nor the Foreign Ministry, nor any consulate, and we have no ties to any public institution. Every document we handle can be requested directly from the State by paying only the official fee, which we display itemized (as an estimate, since it may vary) on each product. What you pay us for is the service: obtaining it for you, reviewing it, completing the authentication chain where applicable, and delivering it with tracking and our guarantee. We do not fill out other countries' forms or give immigration advice.

2. The service

When you place your order you can pay right away by card (PayPal) or choose Zelle/bank transfer and coordinate payment by WhatsApp or email. The service works in one of two ways, and each product states which applies: (a) for immediate-payment procedures, once payment is confirmed we start the work directly; (b) for procedures with document review or prior evaluation, after payment your order remains "Pending requirements verification": we review your documents and your case before starting and, if the procedure isn't viable, we refund 100% of what you paid. The price shows separately the estimated official fees, international shipping where applicable, and our service fee, which already includes administrative costs. Official fees may change without notice: if they do, we tell you before charging the difference and it appears on your receipt with proof. Published timelines are estimates based on official processing times; delays by a State institution are not a breach by us, but we report them on your tracking page. We will never ask for your passwords to any government or banking system.

2 bis. Credential protection and procedure classification

Documentos.me never asks for passwords, OTP codes, recovery codes, private keys or remote access to government accounts. Our forms technically reject that kind of data. Every product displays a classification label clearly indicating whether the procedure is 100% online without authorization, requires an authorization or power of attorney, is an assisted request where the holder performs the sensitive steps, is a hybrid process with in-person steps, or is a personal (consular, notarial or judicial) procedure that we coordinate. For procedures with document review or prior evaluation, the order remains "Pending requirements verification" after payment and, if the procedure turns out not to be viable, it is refunded in full.

3. Guarantee and refunds

If we fail to deliver the document you ordered, we refund your money: 100% of our service fee plus any official fee not yet paid to the State. Official fees already paid to the State and shipping costs already incurred are not refundable; we show you the receipts. For procedures with document review or prior evaluation, if the procedure turns out not to be viable before we start, we refund 100% of what you paid, official fees included. If a delivered document contains an error attributable to us, we redo it at no cost, official fees included. If the requested record does not exist in the State's archives, we deliver the corresponding official certificate of non-existence and the engagement is considered fulfilled; we warn you as soon as we know. On products marked "from", any additional work is quoted and confirmed with you BEFORE charging anything extra.

4. Your obligations

Provide truthful information and authentic documents, and sign the authorization letter when an institution requires it. We reserve the right to reject and refund any engagement showing signs of identity theft or fraud, and to report what the law requires us to report.

5. Personal data

See the Privacy Policy (same version as these terms). In short: we collect only what's necessary; your identity scans are deleted 15 days after delivery and your delivered document stays available for 90 days; we never sell or share your data.

6. Limitation of liability

Our total liability is limited to the amount paid for the service. We are not responsible for third-party decisions (authorities, banks, courts, consulates) regarding the delivered documents.

7. Governing law

Republic of El Salvador. Any dispute will be resolved before the courts of San Salvador, without prejudice to any non-waivable consumer-protection rules of the client's country of residence.

— El equipo de Documentos.me