Refund Policy

1. Order Cancellations

If you cancel your order before a translator has been assigned to it, you'll receive a full refund. If you cancel after a translator has started work but before it's complete, you'll receive a prorated refund based on the portion of the document not yet translated (for example, a partial page count or word count). Once your translation is complete and delivered, the order is non-refundable, since it reflects work already performed in full.

2. Our 100% Acceptance Guarantee

Every order carries our 100% acceptance guarantee: if your certified translation is rejected by the receiving agency specifically on accuracy grounds, we will correct it at no additional cost, as fast as possible. This guarantee is a correction guarantee, not a cash-back guarantee — we don't offer a refund in place of a correction when a translation is rejected for accuracy reasons; we fix it. See Section 3 below for what falls outside this guarantee entirely.

3. What's Not Covered by a Refund

Refunds and the acceptance guarantee don't apply in the following situations:

• A completed and delivered translation you've simply changed your mind about.
• An error that originates in your source document rather than in our translation of it.
• A rejection by the receiving agency for a reason unrelated to translation accuracy, such as that agency's own formatting requirements, a problem with your original document, or a change in that agency's own policy.
• A document rejected by an organization or agency that has its own separate, unrelated requirements our Certificate of Accuracy wasn't designed to satisfy.
• Delivery delays caused by a shipping carrier, once your completed translation has left our hands for physical mail delivery.

4. Expedited and Rush Fees

If you paid for expedited or same-day turnaround and your order is later canceled after that rush processing has already begun, the expedited fee itself may be non-refundable even where a prorated refund applies to the base translation cost, since it reflects the priority resourcing we've already committed to your order.

5. Notarization and Other Add-On Services

If you purchased notarization or another add-on service that hasn't yet been performed at the time you cancel or your order is otherwise adjusted, that add-on fee is refunded in full. Once notarization has been completed, it can't be refunded, since it reflects a service already performed.

6. Free Revisions

This is separate from, and broader than, the acceptance guarantee in Section 2 — you don't need an official rejection letter to request a revision, just a specific, genuine correction.

7. How to Request a Refund

Contact us through our contact page with your order number and the reason for your request. If your request relates to a rejection by a receiving agency, include a copy of the rejection notice if you have one, this helps us resolve it faster.

8. Refund Processing Time

Depending on your bank or card issuer, it may take a few additional days to appear in your account or statement after that.

9. Disputes and Chargebacks

If you have a concern about a charge, please contact us through our contact page first, we resolve most issues directly and quickly. Filing a chargeback with your bank or card issuer without contacting us first can delay resolution and may affect your ability to use our Services in the future.

10. Changes to This Policy

We may update this Refund Policy from time to time. Changes apply to orders placed after the "Last Updated" date above; they don't apply retroactively to an order you already placed.

11. Related Policies

This Refund Policy is part of our Terms of Service. For how your payment information is handled, see our Security & Privacy Practices page; for how your personal information is used, see our Privacy Policy.

12. Contact Us

Questions about a refund or cancellation? Contact us through our contact page any time.