I used HelloGov today and am extremely disappointed. I believed I was paying standard government passport-related fees, but later learned HelloGov is simply a third-party middleman charging over $200 for documents that are freely available.
I did not complete or submit a DS-82, nothing was mailed, and no passport service was actually performed. I have not sent them any of my personal documents all the way to Miami, FL! Despite this, HelloGov refused to refund the service fee.
Downloading or generating a packet does not constitute providing a completed passport service, and I received no meaningful benefit that justifies a non-refundable fee of this size.
The website is misleading and does not clearly disclose, at the point of download, that you are paying a large, non-refundable service fee for something you can do yourself directly with the government.
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