We understand the importance of timely access to your GCMS file. If your initial GCMS request experiences a significant delay, you may qualify for a free follow-up request, subject to the conditions outlined below.

Eligibility Requirements

• Delay Criteria: Your initial GCMS request must experience a delay exceeding 15 business days from the original estimated processing date provided at the time of purchase, or the institution’s official extended processing date (if applicable and communicated to you). A delay is defined as any time beyond the estimated processing time, excluding weekends and Canadian public holidays.
• Initial Submission Requirements: You must have met all original submission requirements correctly and on time, including:
  • No errors in submitted information.
  • All required documents provided and valid at the time of the initial submission.
  • No missing or incomplete forms.
• Request Value: The guarantee applies only to one follow-up request of equal or lesser value than the original request. This guarantee is not applicable to requests for additional pages or other add-on services.
• Exclusions: This guarantee does not apply if the delay is caused by:
  • Incorrect information, invalid documents, or missing documentation provided by you.
  • System outages or technical issues outside of our direct control.
  • Force majeure events (e.g., natural disasters, political unrest).
  • Changes in government processing times or procedures.

Required Documentation for Free Follow-Up Request

To claim your free GCMS request, you must provide the following documentation through the Dashboard:

• Family Member Consent: Signed and dated consent form from all family members aged 16 and above, even if they were not included in the original request. This is required to comply with privacy regulations and minimize potential delays due to institutional redactions. GCMS files will only be obtained for individuals whose information was part of the original request.
• Identification Documents: Clear, legible copies of the passport bio-data page for all family members included in the consent form. All passports must be valid at the time of the free follow-up request.
• Complaint Authorization Documentation: A properly completed and signed Complaint Authorization form, available through the Dashboard when a delay is confirmed.

Important Disclaimers

• Processing Time: A free follow-up request does not guarantee faster processing. Government processing times are outside our control and may vary. Delays may still occur due to various factors, including, but not limited to, government backlogs, system maintenance, holiday closures, volume of files/pages requested, redactions, and privacy reviews.
• One-Time Use: This guarantee applies only once per original order. A free follow-up request cannot itself be subject to a further free request.
• Duplicate Requests: A free follow-up request to the same institution may be treated as a duplicate. In such cases, the institution may only provide one file encompassing both the original and follow-up requests. This does not affect the validity or processing of the original request.
• Alternative Institutions: At our discretion, we may request files from a different institution if deemed necessary to fulfill the guarantee.
• Fees and Charges: This guarantee covers the cost of the GCMS request itself. You are responsible for ensuring all required documents are submitted correctly and on time. No cash alternatives are available. This offer cannot be combined with other promotions or discounts.

Disqualifying Conditions

Your free follow-up request may be denied if:

• Any required documentation is missing, incomplete, illegible, or expired.
• Any family member consent or ID is missing.
• The original request contained errors or missing information attributable to you.
• You fail to submit the required documentation through the Dashboard.

Claim Process

1. Initiate your claim by submitting all necessary documents through the Dashboard.
2. Allow up to five (5) business days for review of your claim.
3. Upon approval, your free follow-up request will be initiated, and you will receive a confirmation email with a new tracking number.

Program Terms

We reserve the right to modify or discontinue this program at any time without notice.

Contact Information

For questions about this guarantee program or to submit a claim, please contact us through the Dashboard.

Policy Updated: 2025-02-14