If you acquire your record independently, not as a result of our efforts, ordering it from the Government or another company AFTER having placed your order with us AND receiving it before we can deliver the record to you, we will provide you with a full refund. If, however, you order your record from the Government or some other company BEFORE placing your order with us, and that record comes in first – that earlier order had a head-start; it wouldn’t be a fair race, so our guarantee wouldn’t apply. In fact, an earlier request placed with the Government may actually hinder our ability to get you your record quickly (see FAQ No. 9, below). Also, you must apply for this refund BEFORE we deliver to you your record. Our Guarantee applies only to records which are in existence. If your record was created by the Government AFTER you had placed your order with us, we cannot be expected to retrieve a record which was not even in existence at the time you placed your order. In order to qualify, you would simply have to provide a copy of your record and the details of your acquisition – when and with whom did you request your record and when did you receive it, and we’ll then confirm. This information allows us to improve our service, so a refund, once we have the details, is an investment for us.