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Refund Policy
By completing a purchase with us, you acknowledge and agree to the terms outlined in this Refund Policy. Please ensure you read and understand the details before placing your order.
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General Guidelines
This policy addresses common reasons for refund requests. It is important to review these guidelines to ensure that you fully understand the circumstances under which refunds are granted. If you believe your order qualifies for a refund, or if you have questions, please reach out to us with the relevant information for us to review your case.
Modifications to Orders
Before the commencement of your service, you can request adjustments, including adding or removing services, or changing the quantity. Once the service has started, we may not be able to make modifications, though we will consider your request if feasible.
Cancellation Requests
You can request to cancel your order at any time before the project is completed. Refunds for the primary service (e.g., translation) will be prorated based on the work completed at the time of cancellation. Here are some examples:
- You cancel a $60 order for four pages of translation before it begins. A full refund of $60 will be issued.
- You cancel a $100 order for five pages after two pages have been translated. You will be refunded $60, representing the three uncompleted pages.
- You cancel after the service has been fully rendered. In this case, no refund will be provided.
Any secondary services (e.g., certification or shipping) that have not yet been provided will be refunded in full. However, if those services have already been completed, they are not eligible for a refund.
Turnaround Time Estimates
Turnaround times provided during the ordering process are estimates, based on our historical data. Since we work exclusively with human translators, we cannot guarantee an exact delivery time, but we always strive to meet or exceed the estimate.
Delays may occur if the provided source files are unclear or if there are errors in the details submitted during checkout, such as the wrong language pair or incorrect word/page counts. These issues will need to be resolved before your project can proceed.
Quality Assurance
Translation quality can be subjective, as there are often multiple ways to convey meaning. While we work hard to meet your expectations, final word choices rest with the translator, based on their expertise and understanding of the material.
In rare instances where the translation fails to meet our quality standards, and revisions are insufficient to correct the issue, we may, at our discretion, offer a refund or a free retranslation.
Requesting Revisions
You may request revisions within 30 days of receiving your completed translation. Revisions are free if the source material remains unchanged. Should the source material change after the translation is complete, we will evaluate the necessary updates on a case-by-case basis, which may incur additional charges.
Common revisions include correcting names or places, which we recommend you provide accurately at the time of your order to minimize the need for changes later on.
Acceptance of Translations
Outside of specific cases like USCIS, we do not offer refunds for translation acceptance issues by third parties. It is your responsibility to verify that our services meet the requirements of the intended recipient. Please contact us before placing your order if you need clarification on these requirements.
However, we do guarantee the acceptance of our certified translations by USCIS and will issue a full refund if your translation is rejected, though this scenario is exceedingly rare.
Shipping Concerns
We use reputable third-party couriers such as USPS and FedEx for shipping. Should any issues arise with your shipment, please notify us, and we will assist you in resolving the matter. However, as these are external service providers, we cannot issue refunds for delivery-related issues beyond our control.