Cancellation & Refund Policy

Appointments may be rescheduled or cancelled at no charge with at least 24 hours notice. Contact us by phone or email and we will move you to the next suitable slot.

Cancellations made with less than 24 hours notice, and appointments missed without notice, may be subject to a missed-appointment fee. Where a fee applies, it is disclosed to you before you book.

Please arrive ten minutes before your appointment time. If you arrive more than fifteen minutes late we may not be able to complete the capture within your slot, and you may be asked to rebook.

Fingerprinting cannot proceed without acceptable government-issued photo identification, or where the purpose of the request is not an eligible civil purpose. If we are unable to proceed for these reasons, the service fee is not charged, or is refunded in full where it has already been taken.

Where fingerprints cannot be captured to an acceptable standard because of the condition of the skin, we will explain the options available to you before any fee is charged.

Fees payable to the RCMP or another government body are collected on your behalf and remitted in full. Once a transaction has been submitted, government fees are not refundable by Acuity under any circumstances.

Acuity charges for the capture and submission of your fingerprints. We do not charge for, and cannot guarantee, a particular result or processing time. Processing is performed by the RCMP and is outside our control, so no refund is available on the basis of the outcome of a check or the time it takes to be returned.

These processing times apply only to the RCMP criminal-record-check component. They do not include mailing time or processing by IRCC, the Parole Board of Canada, a foreign government, an employer, a licensing body or another requesting organization.

If a submission is rejected for a reason attributable to our capture or data entry, we will recapture and resubmit at no additional service charge. Where a rejection results from information you supplied, additional government fees may apply.