Refund & Returns Policy

Policy overview

We want you to receive the VIS product and access you purchased. This Refund & Returns Policy applies to purchases made directly from Veterans Information Service through VetsInfoService.com. Products purchased from another seller are subject to that seller’s policies.

Contact us before returning a physical product or if you believe a charge or order is incorrect. Nothing in this policy limits rights that cannot lawfully be waived.

Print products

Damaged, defective, or incorrect orders

If a printed product arrives damaged, defective, or different from what you ordered, contact us within 30 days after delivery. Include your order number and a description of the issue; we may request photographs. We will provide an appropriate replacement, refund, or other remedy at no additional cost when the claim is verified.

Other returns

Unused print products in their original condition may be returned within 30 days after delivery with prior authorization from VIS. Unless the return results from our error or a defective product, original shipping charges are nonrefundable and you are responsible for return shipping. We recommend using a trackable return method. Items returned without authorization, after the return period, or in used, damaged, or incomplete condition may be refused.

Digital products and subscriptions

Digital access begins when it is activated or otherwise made available. Except where required by law, Digital purchases and subscription charges are generally nonrefundable once access begins. If you experience a duplicate charge, an unauthorized transaction, or a material technical problem that prevents access, contact us promptly so we can investigate and provide an appropriate remedy.

Cancelling a subscription stops future renewal charges but does not ordinarily generate a prorated refund for the current paid term. Unless we state otherwise, access continues through the end of that term.

Subscription renewals

To avoid a renewal charge, cancel through My Account or contact us before the scheduled renewal is processed. Renewal charges are generally nonrefundable. If you believe a renewal occurred in error, contact us within seven days after the charge. We will review the account, usage, and circumstances in good faith, but contacting us does not guarantee a refund.

Bundles and team access

For Digital + Print or another bundled purchase, the return or replacement of a printed item does not automatically cancel or refund Digital access. If a full bundle refund is approved, Digital access may end immediately and any included physical product may need to be returned.

Changes to organization seats, upgrades, downgrades, and related prorations are governed by the terms displayed when the change is made. Unless the checkout or account interface expressly states otherwise, unused seats and partial billing periods are not refundable.

How to request a return or refund

Email help@vetsinfoservice.com or call (309) 757-7760. Include your name, order number, the product involved, and a brief explanation of the request. Do not send payment-card information by email. If a return is authorized, we will provide return instructions.

Approved refunds

Approved refunds are issued to the original payment method unless another method is required by law. Processing typically takes five to ten business days after approval, although your bank or payment provider may require additional time. Shipping charges, taxes, discounts, and bundled amounts will be handled according to the reason for the refund and applicable law.

Chargebacks

Please contact us first if you do not recognize a charge or have a concern about an order. This gives us an opportunity to investigate and resolve the issue promptly. We reserve the right to suspend access associated with a reversed or disputed payment while the matter is reviewed.

Contact us

Veterans Information Service may be reached at help@vetsinfoservice.com, (309) 757-7760, or Veterans Information Service, PO Box 111, East Moline, IL 61244-0111.