Refund Policy

Overview

The following sections outline our policies on changes, cancellations, turnaround times, quality concerns, revisions, translation acceptance, and shipping issues. Please review this information carefully before placing your order to ensure you understand and agree with our terms.

If you believe your order is eligible for a refund or you have questions about any part of this policy, contact us with all relevant details so we can review your request and assist you promptly.

Order Changes

You may contact us to request changes to your order at any time before work has begun. This includes adding or removing services, changing the quantity of a service, updating file uploads, or correcting information such as the target language or spelling of names. Once a translator has started work on your project, changes are typically not possible as it may disrupt the workflow or require restarting the translation. However, we'll do our best to accommodate your request if work is still at an early stage. Please note that significant changes may result in adjusted pricing or turnaround time.

Cancellations

You can request a cancellation anytime before your order is complete. Refunds for translation services are prorated based on how much work has been completed. For example:

• Full refund if the project hasn't been assigned.
• Partial refund if work is in progress based on completed pages or word count.
• No refund if the translation is complete.

Unprovided secondary services (e.g., notarization, shipping) will be fully refunded. Services already provided are non-refundable.

Turnaround Times

Estimated turnaround times are provided at checkout based on past data. Since all translations are completed by humans, we can't guarantee specific timelines—only our best effort to meet or beat the estimate.

Turnaround starts once the translator is assigned. Delays during order processing (e.g., unreadable files, incorrect word/page counts, wrong language pair) can impact the start time and may change the original estimate. If a translator becomes unavailable after assignment, we'll reassign the project as quickly as possible, which may also affect the turnaround time.

Quality Concerns

Translation quality can be subjective, as there are often multiple valid ways to translate a word or phrase depending on context, tone, and linguistic nuance. Our translators use their professional judgment to produce accurate and natural translations, but word choices may vary based on their experience and interpretation of the source material. We are committed to working with you to ensure you're satisfied with the final result. If a translation falls short of our quality standards and cannot be corrected through revisions, we may, at our sole discretion, issue a refund or offer a re-translation free of charge.

Revision Requests

You can request revisions within 30 days of delivery through your order page. Revisions are free if the source material hasn't changed. Edits to the source will be reviewed on a case-by-case basis—minor changes may be billed; major ones may require a new translation.

Most revision requests involve proper nouns—names of people, places, organizations, or official titles. These can be difficult to translate accurately without your input. Please provide correct spellings when placing your order to avoid delays and help ensure a faster, accurate final translation.

Translation Acceptance

We don't offer refunds for acceptance issues unless your recipient is included in our list of guaranteed organizations. It's your responsibility to confirm that our certified translations meet your recipient's requirements. If you're unsure, please contact us before placing your order.

We offer a 100% money-back guarantee for certified translations submitted to organizations on our Guaranteed Acceptance List. If your translation isn't accepted, we'll work with you to make any necessary adjustments. If it still isn't approved, we'll issue a full refund.

Shipping Issues

We ship via FedEx. If you experience any issues with your shipment, please contact us right away so we can help resolve the problem. While FedEx is third-party provider and we do not offer refunds for delays, mishandling, or lost shipments, we will work with you to correct the issue whenever possible. This may include sending a replacement shipment, though additional shipping or service fees may apply depending on the situation.