We Provide Live Scan Fingerprinting Services Through A Certified & FBI Approved Channeler

Appointment Policy

Clear expectations to help ensure a smooth and efficient appointment experience.

Last modification: 06/13/2026 Policies and/or procedures are subject to change without notice.

Appointment Cancellations and Refund

We understand that unexpected events can arise in everyone's life. Therefore, we strive to be both fair and accommodating while maintaining the integrity of our appointment schedule.

Please review our Appointment Cancellation and Refund Policy carefully before scheduling your appointment. As an appointment-based service, OPA technicians rely on an accurate schedule to provide timely and efficient service to all clients.

By scheduling an appointment with OPA, you acknowledge and agree to our cancellation, no-show, and refund policies.

Payment is required at the time of scheduling. Clients are responsible for all applicable fees associated with their appointment, including cancellation and no-show fees. Please note that payments are non-refundable in these situations.

As a courtesy, OPA may provide appointment reminders by phone, text message, or email. However, failure to receive a reminder does not relieve clients of their responsibility to arrive on time, cancel within the required timeframe, or otherwise comply with our cancellation and no-show policies.

Right To Refuse Service

While our goal is always to accommodate our clients to the best of our ability, OPA reserves the right to refuse service when necessary.

Although this right is rarely exercised, it may be enforced in situations involving hostile, aggressive, threatening, combative, disruptive, or non-compliant behavior.

Maintaining a safe, secure, and professional environment for our clients and staff is our highest priority. Individuals who are required to leave the premises due to inappropriate conduct may be prohibited from returning for future services at OPA.

1.0 Appointment Cancellation & Refunds

1.1 Refunds:

All OnPointe Alliance services and products are non-refundable.

Clients are responsible for arriving on time for their appointments and confirming the fingerprinting service, submission type, and/or required forms with the requesting agency before scheduling services and submitting payment.

OnPointe Alliance is not authorized to provide agency-specific instructions or determine which service, form, or submission type is required by any agency, employer, licensing board, or organization.

1.2 Service Errors and Changes:

Services requested in error by the client, or services that are no longer needed for any reason after purchase, are not eligible for a refund, credit, exchange, or transfer. No exceptions.

1.3 Cancellations:

Cancellation requests are not eligible for refunds, credits, transfers, or rescheduling credits for any reason.

2.0 Live Scan Services/ Hard Card Scanning Services

2.1 Incorrect Information:

OnPointe Alliance is not responsible for inaccurate, incomplete, or incorrect information submitted by the registrant for Live Scan or Hard Card Scanning services. All fees are non-refundable, and standard fees will apply for any required resubmissions.

2.2 Rejected Fingerprints: (Hard Card Scanning)

OnPointe Alliance is not responsible for fingerprint rejections resulting from poor-quality fingerprint cards, including cards completed by individuals or agencies not affiliated with OnPointe Alliance. All fees are non-refundable, and standard fees will apply for any required resubmissions.

2.3 Lost, Stolen, or Damaged Documents:

OnPointe Alliance is not responsible for documents that are lost, stolen, delayed, or damaged during shipping unless proof of delivery to our office is available.

For your protection, we strongly recommend shipping all documents using a trackable delivery service and providing the tracking number to OnPointe Alliance.

2.4 Package Deliveries:

OnPointe Alliance accepts package deliveries during normal business hours, Monday through Friday, 9:00 AM to 5:00 PM CST.

Packages delivered outside of these hours may be delayed, returned, or rescheduled by the carrier. OnPointe Alliance is not responsible for carrier-related delivery issues.

2.5 Compliance with Instructions (Hard Card Scanning)

Registrants are responsible for reviewing and following all applicable instructions before registering for service.

Failure to comply with provided instructions may result in cancellation of the request without a refund or credit. Instructions are provided before registration, during registration, and within the confirmation materials.

2.6 No-Show/Cancellation: (Hard Card Scanning)

Packages not received by OnPointe Alliance within seven (7) business days of registration will be considered a cancellation/no-show and will not be eligible for a refund or credit.

As a courtesy, an exception may be considered when valid tracking information demonstrates that the delay was outside of the registrant's control.

Any exception request must be submitted within twenty-one (21) business days of the registration date.

3.0 No-Shows

Any individual who fails to appear for a scheduled appointment, regardless of the reason, will be considered a no-show.

No-show appointments are not eligible for a refund, credit, or transfer.

4.0 Late Arrivals

Please arrive at least 10 minutes before your scheduled appointment to allow sufficient time for registration and document review.

Clients who arrive after their scheduled appointment time may be required to reschedule and will be treated as a no-show. In such cases, payment will be forfeited, and a new appointment will be required at the current standard rate.

No-show and missed appointments are not eligible for a refund or credit.

5.0 Service Requirements

Clients are responsible for arriving with all required documentation and identification.

Failure to present the required documentation at the time of service will result in cancellation of the appointment. A new appointment will be required, and standard rates will apply.

5.1 Acceptable Identification for Notarial Services and Fingerprinting:

The following forms of identification are accepted:

• Valid driver's license issued by a U.S. state or territory

• Valid U.S. Passport

• Valid concealed handgun license issued by a U.S. state

• Valid state-issued identification card

• Permanent Resident Card (Green Card) issued by U.S. Citizenship and Immigration Services containing a photograph and signature

• U.S. Military Identification Card containing a photograph and signature

• Inmate Identification Card issued by a federal or state correctional institution for individuals currently in custody

• Identification cards issued by federally recognized Indian tribes

5.2 Applicants Considered Unable to Be Fingerprinted:

An applicant will be considered unable to be fingerprinted for any of the following reasons:

• Failure to appear for a scheduled appointment

• Failure to provide acceptable identification

• Failure to provide the information required for Live Scan submission

• Information presented at the appointment does not match the information submitted during registration

5.3 Applicants Unable to Be Fingerprinted:

Applicants determined to be unable to be fingerprinted for any of the reasons listed above are not eligible for a refund, credit, or transfer.

Requirements and expectations are provided before registration, during registration, and within appointment confirmation materials to help avoid these situations.

6.0 Weather

6.1 Weather-Related Cancellations:

In the event that weather conditions impact scheduled services, OnPointe Alliance will contact affected clients by phone, email, or text message regarding available options.

For the safety of our clients and staff, OnPointe Alliance reserves the sole right to determine whether weather conditions require an appointment to be rescheduled.

6.2 Rescheduling:

Any appointment rescheduled due to weather-related conditions must be rescheduled within ninety (30) calendar days of the original purchase date.

6.3 No Refund Policy:

Weather-related delays, cancellations, or rescheduling do not alter or override OnPointe Alliance's refund policy.

7.0 Limitation of Liability

7.1 Unforeseen Circumstances:

If OnPointe Alliance is unable to perform the requested services due to fire, natural disaster, severe weather, labor disputes, acts of God, staff illness, emergencies, or any other circumstances beyond our reasonable control, the applicant will receive a refund of fees paid.

OnPointe Alliance shall have no further liability with respect to the requested services.

7.2 Limitation of Liability:

OnPointe Alliance shall not be liable for customer materials that are lost, delayed, damaged, or destroyed due to equipment failure, software malfunction, camera malfunction, shipping carrier issues, mail service interruptions, or other circumstances beyond the control of OnPointe Alliance.

7.3 Performance Failures:

In the event OnPointe Alliance fails to perform services for any reason other than those outlined above, the maximum liability of OnPointe Alliance shall be limited to the total amount paid by the client for the requested services.

8.0 Health & Safety Protocol

At OnPointe Alliance, the health, safety, and well-being of our clients and staff remain a top priority. We maintain professional hygiene, sanitation, and safety standards and reserve the right to implement additional safety measures when necessary.

8.1 Masks & Protective Measures:

Masks and other protective measures may be recommended or required at the discretion of OnPointe Alliance based on health concerns, service requirements, or other circumstances impacting the safety of clients and staff.

8.2 Hand Hygiene & Sanitation:

Clients may be required to wash or sanitize their hands before the start of service. Sanitized containers or designated areas may be provided for personal belongings to help maintain a clean and professional environment.

8.3 Illness & Appointment Policy:

Clients who are experiencing symptoms of illness, including fever, flu-like symptoms, respiratory illness, or other potentially contagious conditions, should reschedule their appointment.

OnPointe Alliance reserves the right to postpone or decline service when visible signs of illness may pose a risk to clients or staff.

8.4 Medical Conditions & Accommodations:

Clients with medical conditions that may affect their ability to comply with safety procedures should contact our office before scheduling so that reasonable accommodations can be discussed when appropriate.

9.0 Acceptable Forms Of Identification

Please Note: OnPointe Alliance is required to follow the identification requirements established by the FBI and other governing agencies. All identification documents must be current, valid, and unexpired.

For additional information regarding acceptable identification, To learn more click here (see pg 4-7): FBI Acceptable Forms of Identification.

9.1 Identification Requirement:

A valid U.S. government-issued photo identification card or a foreign passport accompanied by appropriate U.S. government-issued supporting documentation is required.

Expired identification documents, including those without proof of an approved extension, cannot be accepted under any circumstances.

Clients who arrive without acceptable identification will be unable to complete their appointment and will be subject to the cancellation and refund policies outlined herein.

9.2 Acceptable Identification for Fingerprinting Services:

The following forms of identification are accepted for fingerprinting services:

• Driver's license issued by any U.S. Federal or State government agency

• U.S. Passport or U.S. Passport Card

• Federal Government Personal Identity Verification (PIV) Card

• Uniformed Services/Military Identification Card

• Department of Defense Common Access Card (CAC)

• Foreign Passport with appropriate immigration documentation

• USCIS Permanent Resident Card (I-551)

• USCIS Employment Authorization Card (I-766)

• Federal, State, or Local Government Agency Identification Card containing a photograph

• U.S. Coast Guard Merchant Mariner Credential

• Canadian Driver's License

9.3 Acceptable Identification for Notarial Services:

The following forms of identification are accepted for notarial services:

• Driver's license issued by any U.S. Federal or State government agency

• Concealed Handgun License

• Non-Driver Identification cards issued by any U.S. Federal or State government agency

• Permanent Resident Card (Green Card)

• U.S. Passport

• U.S. Military Identification Card

• Inmate Identification Card issued by a federal or state correctional institution for individuals currently in custody

• Identification Card issued by a federally recognized Indian tribe

• Foreign passport (per Tex. Civ. Prac. & Rem. Code) (acceptable only when notarizing deeds or other instruments relating to residential real estate transactions)

10.0 Service Animals

10.1: Pet Policy:

Pets and animals are not permitted in the lab area, including service animals.

Reason for Pet Policy:

Due to the nature of our services, which require direct contact with clients' hands and the maintenance of a clean and sanitary work environment, animals are not permitted in designated lab areas where fingerprinting services are performed.

This restriction is necessary to minimize the risk of cross-contamination involving ink pads, fingerprinting equipment, work surfaces, and other service-related materials.

This policy supports OnPointe Alliance's health, safety, hygiene, and sanitation standards.

(ADA Sec. 36.302) (OPA Sec. 8.0 - 8.4)

11.0 Regarding Children

11.1 Safety & Space Limitations:

To maintain a safe, professional, and efficient environment, children are not permitted in the lab area.

Due to space limitations, safety considerations, and the nature of fingerprinting services, clients are encouraged to make appropriate childcare arrangements before their scheduled appointment.

11.2 Appointment Cancellation:

If a client arrives with a child under the age of eight (8) who cannot remain in the lobby under appropriate supervision, the appointment may be canceled and treated as a missed appointment.

In such cases, standard cancellation and no-show policies will apply.

11.3: Disturbance Policy:

If a child causes a disturbance in the lobby or disrupts other clients, the service may be discontinued at the discretion of OPA staff. In such cases, the appointment will be classified as canceled by OPA, and no refund will be provided.