Satisfaction Guarantee

Section 1: Satisfaction Guarantee Policy

Bchex offers a Satisfaction Guarantee as part of its commitment to accuracy, reliability, and customer satisfaction. This policy applies to both subscription-based access to the Bchex platform and individual background check services, provided directly by Bchex.

1. Scope of Guarantee

If a client is dissatisfied with the setup, performance, or support of the Bchex software platform, or with the results or handling of an individual background check, Bchex will make commercially reasonable efforts to resolve the issue within thirty (30) calendar days of notification. If Bchex is unable to resolve the matter to the client’s reasonable satisfaction within this resolution period, the client may be eligible for:

• A refund of up to thirty (30) days of subscription fees, and/or
• A refund for the specific background search(es) in question.

Eligibility for a refund is determined solely by Bchex, based on whether the issue was the result of an error, delay, or failure within Bchex’s reasonable control.

2. Exclusions

This Satisfaction Guarantee does not apply to:

• Delays or issues caused by third-party systems or data sources, including but not limited to:
  • Court closures, slow court clerk processing, or manual record searches
  • Weather-related events, natural disasters, strikes, or civil disruptions
  • Service delays from court runners, data providers, or public record retrieval services
• Background check turnaround time disputes not caused by Bchex
• Pricing concerns (addressed separately under our Best Price Guarantee)
• Reports or issues where Bchex has acted in good faith and in accordance with industry norms and turnaround expectations

3. Customer Responsibilities

To invoke the Satisfaction Guarantee:

• The client must explicitly state their intent to use the Satisfaction Guarantee at the time the issue is reported to Bchex.
• The issue must be reported in writing (via email to clientservices@bchex.io or the Bchex support portal) within thirty (30) days of the issue arising.
• The client must allow Bchex a resolution period of up to thirty (30) calendar days to investigate and attempt resolution.

If the client discontinues service prior to the end of the resolution period, the guarantee is void.

4. Resolution Options

If Bchex determines the issue was due to an error or failure within its control, the client may receive:

• A full refund of the affected search(es), and/or
• A refund of up to the most recent thirty (30) days of subscription fees (if applicable)

Refund decisions are at the sole discretion of Bchex and are considered final once issued.

5. Limitation of Liability

Bchex’s total liability under this Satisfaction Guarantee is limited to the refund amounts described above. No other credits, damages, or liabilities are implied, offered, or accepted.

One Business Day Delivery Guarantee

Section 2: One Business Day Delivery Guarantee

Bchex offers a One Business Day Delivery Guarantee for qualifying background screening searches processed through its electronic platform. This guarantee reflects Bchex’s commitment to fast, accurate, and dependable delivery — specifically for searches that are fully automated or electronically retrievable, and within Bchex’s operational control.

Based on recent internal performance data, approximately 85% of eligible electronic searches are returned within 24 hours, and more than 70% are returned within 6 hours. Turnaround times may vary by jurisdiction, search type, data quality, and third-party dependencies.

1. Scope of Guarantee

Bchex guarantees that qualifying searches will be completed and returned within one (1) business day (defined as within 24 hours, excluding weekends and federal holidays), starting from the time the search is initiated and accepted into Bchex’s processing system.

This guarantee applies only to search types and jurisdictions where Bchex maintains direct electronic access or automated processing capabilities.

2. Exclusions

The One Business Day Delivery Guarantee does not apply to searches that require:

• Manual retrieval of court records via court runners or in-person courthouse access
• Searches dependent on court clerk processing or non-electronic jurisdictions
• Non-criminal record searches, including but not limited to:
  • Employment history verification
  • Education and degree verification
  • Professional reference interviews
  • Social media and digital footprint screening
  • Professional license verifications
  • Abuse registry or abuse directory checks
  • International background checks
• Jurisdictions or search types where third-party vendors, agencies, or government bodies cause delays beyond Bchex’s control

3. Additional Exclusions

This guarantee also does not apply to delays resulting from:

• Inaccurate, incomplete, or fraudulent applicant data, including:
  • Incorrect or mismatched name, date of birth, or SSN
  • Fraudulent or unreadable driver’s license scans
  • Undisclosed aliases or identifiers
• Weather events, natural disasters, court closures, technical outages, or any other force majeure event

Bchex maintains an internal list of jurisdictions and search types commonly affected by third-party delays. Where possible, these are shown within the Bchex platform to set appropriate expectations before a search is initiated.

4. Client Responsibilities

To maintain eligibility under this guarantee:

• Clients must provide accurate and complete data when initiating background checks
• Clients should review posted turnaround expectations for specific jurisdictions or search types in the Bchex platform

5. Resolution and Remedies

If a qualifying search is not delivered within one business day due to a delay within Bchex’s direct control, the client may request a refund or credit of the fee associated with that search.

Bchex will investigate the request and determine, at its sole discretion, whether the delay qualifies under the guarantee and if a refund or credit is warranted.

6. Limitation of Liability

Bchex’s total liability under this guarantee is limited to a refund or credit of the specific search fee. No additional compensation, damages, or liabilities are implied or assumed under this policy.

Price Guarantee

Section 3: Price Guarantee Policy

Bchex offers a Price Guarantee on qualifying U.S. background check services to ensure clients receive fair, competitive pricing from a provider committed to compliance, accuracy, and verified screening processes.

1. Scope of Guarantee

If a client receives a bona fide written quote for an identical background check at a lower price from another provider, Bchex will review the quote and, if validated, match or beat the quoted price for that specific background screen.

To qualify under this guarantee:

• The competing quote must be for the exact same background check, including:
  • Search type(s)
  • Jurisdiction(s)
  • Scope, depth, and methodology
• The quote must be current, in writing, and dated within the past thirty (30) days
• The competing provider must be a PBSA-Accredited Background Screening Company, ensuring its processes, data sources, and compliance standards have been independently verified

2. Required Documentation

To request a price match or price beat, the client must provide:

• A copy of the written competitor quote
• Descriptions of the background check(s) being quoted
• Authorization for Bchex to review and compare:
  • The quoted search definitions
  • The resulting reports (if the client is actively using the competing service)

This review is required to confirm that the services are materially identical and that the comparison is valid.

3. Exclusions

This Price Guarantee does not apply to:

• International background checks
• Social media screening services
• Software subscriptions, platform access fees, or SaaS pricing
• Bundled or promotional pricing
• Introductory, trial, or temporary discounts
• Pass-through fees, court costs, or third-party surcharges outside a provider’s control

4. Verification and Adjustment

Bchex will review all qualifying price guarantee requests in good faith and respond within ten (10) business days. If Bchex determines that the competing quote is for an identical background screen from a PBSA-Accredited provider, Bchex will:

• Match or beat the quoted price for that background check, applied prospectively

All pricing adjustments under this policy apply to future orders only. Retroactive credits or refunds are not included.

5. Limitations

Bchex reserves the right to deny any price guarantee request if:

• The competing provider is not PBSA-Accredited
• The services are not materially identical
• The quote lacks sufficient detail or documentation
• The pricing comparison cannot be reasonably validated

The Price Guarantee is intended to ensure fair comparisons between verified, compliant screening providers — not to match unverified, non-compliant, or misleading offers.