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How do I get a refund for a Reciprocity fee?

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A co-worker paid his fee in 2010 and has the document in his passport that shows it is good until 2020. However last week he was required to pay again because they said it had to be 'a sheet of paper', not inside the passport. He didn't argue, paid the fee and has now requested I try to get a refund. Argh. I don't speak much Spanish so any help in getting to the correct web page to request this is appreciated.

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