Please read this policy carefully before placing an order. By purchasing our services, you agree to the terms outlined below.
General Policy
As a service-based business, translation work often begins shortly after an order is placed. Because of this, refunds and cancellations are handled according to the progress made on the project at the time your request is reviewed.
If you have any questions regarding this policy or believe your order may qualify for a refund, please contact our support team with all relevant details.
Order Changes
If you need to modify your order before work begins, such as adding or removing services or updating quantities, please contact us as soon as possible. While we will do our best to accommodate requests after work has started, changes may not always be possible.
Order Cancellations & Refunds
Cancellation requests must be submitted through live chat or email. For security and verification purposes, we cannot process cancellations over the phone. The request must be sent from the same email used when placing the order.
Orders are typically assigned to translators within minutes of being placed. Because work may begin immediately, refund eligibility depends on the progress of the project at the time your request is reviewed.
Refund Eligibility
- Full Refund
- Provided if the project has not yet been assigned or processed.
- Partial Refund
- If work has already started, refunds will be prorated based on the portion of the project completed.
- No Refund
- Once the project has been fully completed.
- For completed secondary services such as notarization, shipping, or certification upgrades.
- For upgrades, which are processed immediately and cannot be reversed.
Refunds are not provided for:
- Changes in personal circumstances,
- No longer needing the translation,
- Uploading incorrect documents,
- Selecting the wrong service or certification option.
Cancellation Processing
Cancellation and refund requests are first received and reviewed by our support team before being forwarded to the assigned translator or project manager.
Please understand that translators may already be actively working on the project at the time the cancellation request is submitted. Translators do not continuously monitor emails or cancellation notifications in real time while working on translations.
Because of this operational process:
- Translation work may continue until the translator receives and confirms the cancellation request.
- Refund eligibility will therefore be determined based on the actual progress completed at the time the cancellation is processed and communicated to the translator.
- We cannot guarantee immediate cancellation of work once a request has been submitted.
We appreciate your understanding that translation services involve coordination between support staff, project managers, and translators, and some processing delays may occur.
Incorrect Page Counts or Word Counts
Customers are responsible for entering the correct page count, word count, and uploading all relevant documents accurately when placing an order.
If a customer uploads more pages than the quantity purchased, our team will begin work only on the number of pages included in the original order.
For example:
- If 10 pages are uploaded but only 2 pages are purchased, translation work will begin for the first 2 pages only.
- Our team will contact the customer to request payment for the remaining pages before continuing the project.
If the customer chooses not to pay the additional amount:
- We will complete and deliver only the pages covered by the original order.
- No refund will be provided in these situations, as translation work has already begun and services have already been partially delivered.
Turnaround Times
Estimated turnaround times are provided during checkout. These estimates begin once the project has been reviewed, confirmed, and assigned to a translator.
Delays may occur if:
- Uploaded documents are unclear or incomplete,
- Incorrect language pairs are selected,
- Incorrect page or word counts are entered,
- Additional information is required from the customer.
While we make every effort to meet all estimated deadlines, turnaround times for specialty services such as NAATI Certified Translations, Sworn Translations, and CTTIC Certified Translations cannot be guaranteed due to the limited availability of qualified translators worldwide.
Refunds or cancellations are not provided for delays related to these specialty services.
Quality Assurance
Translation quality can involve subjective interpretation depending on context, terminology, and language preferences. However, we are committed to maintaining high professional standards.
If a translation does not meet our quality standards and revisions cannot reasonably resolve the issue, we may, at our discretion:
- Provide a revised translation,
- Arrange a retranslation at no additional cost,
- Or issue a refund where appropriate.
Revision Requests
Once your translation is completed, a draft copy may be provided for review.
Customers have:
- 3 days to request revisions before finalization,
- Up to 30 days after delivery to request additional revisions.
Revision requests are free unless the source material itself has changed. Significant changes to the original document may require additional charges or a full retranslation.
To help ensure accuracy, especially for names and locations, we strongly encourage customers to provide preferred spellings when placing an order.
Translation Acceptance Guarantee
Customers are responsible for confirming that our services meet the requirements of the receiving organization before placing an order.
Refunds are generally not provided for translation acceptance issues, except for certified translations submitted to:
For these services, we offer a money-back guarantee if the translation is rejected due to translation quality or certification issues.
Last Updated: 01 May 2026
