Refund Policy

Thank you for your interest in our services. Below, you will find a detailed refund and cancellation policy. Please make sure you read it thoroughly before placing your order with us. By purchasing from us, you agree to be bound by this refund policy.

General Overview

Here are the critical reasons for refund requests. Kindly review this policy to confirm your understanding and agreement before proceeding with your order. If you believe your order qualifies for a refund or have any questions regarding our policy, please get in touch with us with all relevant details. We will promptly review your request and assist.

Order Changes

Feel free to contact us if you need to adjust the services you’ve ordered before they are provided. This encompasses adding or removing services or adjusting quantities. Once the service has commenced, changes may only sometimes be feasible, but we’ll do our best to accommodate your requests if possible.

Order Cancellations

Feel free to request a cancellation at any point before we send you the draft of your order. Refunds for the primary service (translation) will be prorated based on the translator’s progress. Here are examples for clarity:

• You’ll receive a full refund if you cancel before the project is assigned to a translator.
• If you cancel during the translation process, the refund will be prorated based on the completed work.
• No refund will be provided for canceled orders after completion.

Secondary services (notarization, shipping, etc.) not provided will be fully refunded. However, secondary services already provided are not eligible for a refund.

Upon placing your order, it is promptly assigned to a translator within minutes as part of our commitment to delivering swift translation services. The timing for cancellation or refund requests will be considered from the moment we view your request rather than when you submit it. This is due to the inherent delay in receiving and processing requests until our team actively addresses them.

Turnaround Times

On the checkout page, we offer an estimated turnaround time, indicating the duration from the assignment of your project to a translator until you receive the translated content and notification. Since we exclusively engage human translators, we cannot guarantee an exact turnaround time, but we assure you of our commitment to meeting or surpassing the provided estimate.

The countdown for turnaround time initiates upon project assignment to the translator, considering potential delays in the initial order processing. For instance, issues such as uploading an illegible source file, selecting incorrect language pairs, or word/page counts may need to be corrected. The turnaround estimate will begin once these issues are resolved and the project is assigned. Additionally, the turnaround estimate may be adjusted accordingly if there is a correction in the word/page count.

Please note that turnaround times for urgent specialty translations, including NAATI certified translations, Sworn Translations, ATIO certified translations, and similar services, cannot be guaranteed. This is due to the limited availability of qualified translators worldwide at any given time. While we make every effort to deliver all orders by the specified deadline, we cannot guarantee this for these types of translations. As a result, we are unable to offer refunds or cancellations due to delays in such cases.

Upgrades

All upgrades are non-refundable. Once an upgrade is added to your account, the request is processed immediately, making it irreversible and non-cancelable.

Quality Assurance

Assessing the quality of a translation is subjective, given the varied ways words can be expressed and the influence of experience and contextual understanding. While we strive to collaborate with you for satisfaction, the translator retains the final say in word choices.

In the uncommon instance where a translation falls below our quality standards and revisions are insufficient, we reserve the right, at our discretion, to issue a refund or provide a retranslation at no additional cost.

Revision Requests

Once the translation is complete, we’ll provide you with a draft copy. You’ll have a 3-day window to request any revisions. If no feedback is received within this period, we’ll send you the finalized translated document and the certification.

Even after this stage, you can request revisions by contacting us within 30 days of the translation becoming available. Complimentary revisions are offered unless there are modifications to the source material, which will be evaluated on a case-by-case basis. While minor changes may incur additional charges for translated words, substantial alterations may require a full retranslation.

Frequent revision requests typically pertain to names of individuals and locations. We encourage you to provide this information when placing your order, underlining its significance in ensuring translation accuracy. Furnishing such details upfront helps streamline the process, allowing for the prompt delivery of your finalized translation.

Translation Acceptance Guarantee

Refunds for translation acceptance issues are not provided, excluding cases involving USCIS and NAATI. It is your responsibility to confirm that our services align with the requirements of your receiving party. We recommend contacting us with their needs before placing an order to address any uncertainties.

For added assurance, we offer a money-back guarantee for certified translations declined by USCIS or NAATI. We have yet to encounter a situation where a translation was declined after thousands of submissions, as we consistently surpass their translation requirements.

Last updated: 1st December, 2023.