My great-grandfather died in the 1960s in Puerto Rico and PR's rules for who can order a death certificate is that you need to either be immediate family (uh, they're kind-of all dead now), an "heir, " or otherwise have a documented legal right, such as presenting a will or some such thing. To reiterate, these are PR's rules, not VitalChek's. I called customer service before placing the order to see if I count as an "heir" to my great-grandfather. He's my great-grandfather. The woman said yes, definitely. Great! I placed the order, and it turns out that I do not count as an "heir" and they can't fill the order, and guess what--they won't reimburse the $9 fee. I agreed to the terms and conditions, they say. You have got to be KIDDING me. I don't believe that the customer service rep intentionally misled me, I assume that she had her own misunderstanding. It happens. So just refund the fee which your rep should not have led me to submit an order for to begin with. This is outrageous. (I know it's only nine dollars, but it's the principle of the thing, what is this nonsense??)