Refund & Cancellation Policy

1. The Nature of the Service

A certified translation is prepared individually for your document and cannot be resold or reused for another client. For this reason, cancellation and refund rights depend on how much of the work has already been performed at the time you contact us. We aim to be fair: you should not pay for work you did not receive, and we should not absorb the cost of work already completed on your behalf.

2. Cancellation Before Work Begins

If you cancel after paying but before a translator has started work on your document, you are entitled to a full refund. Because we begin work promptly after payment, please contact us as soon as possible if you need to cancel, so we can stop the order before it enters production.

3. Cancellation After Work Has Started

If work has already begun, a refund may be issued for the portion of the work not yet performed, less the cost of work completed up to the point of cancellation. Where a translation has been completed and certified, the order is not refundable, as the service has been fully delivered. For notarization and apostille, any third-party fees already incurred on your behalf are non-refundable.

4. Errors on Our Part

If a delivered translation contains a genuine error attributable to us, you are not asked to pay again: notify us within a reasonable period and we will correct the document free of charge as our first remedy. Where a genuine error cannot be satisfactorily corrected, a refund for the affected work will be considered. This does not apply to errors originating in the source document you supplied, or to requirements of the receiving institution that were not disclosed to us at the time of ordering.

5. Rejection by an Institution

Where a document is rejected because our translation did not meet a requirement you communicated to us, we will correct it without charge. Rejections arising from requirements not disclosed to us, from changes in an institution’s rules, or from issues with the underlying source document are outside the scope of a refund, though we will always help you put matters right.

6. How Refunds Are Made

Approved refunds are returned to the original payment method. Processing times depend on your payment provider. We will confirm in writing when a refund has been issued.

7. How to Request

To cancel an order or request a refund, contact us with your order reference and the reason for your request. We will respond promptly and explain exactly how your case is handled under this policy.

Fairness in Both Directions

This policy is written to be even-handed. You should never pay for work you did not receive, and we should never absorb the cost of work completed in good faith on your instruction. That balance is why cancellation rights are tied to the stage of production rather than to an arbitrary cut-off: the earlier you tell us, the more of the work remains unperformed and the fuller your refund. Contacting us promptly is always in your interest.

Our Preference Is Always to Put It Right

Where a genuine error attributable to us occurs, our first response is not a refund but a correction — free of charge and without delay — because in most cases what you actually need is a usable document, not your money back. A refund is the remedy when a correction genuinely cannot resolve the issue, and we handle those cases without argument.

How to Reach Us

To cancel or discuss a refund, contact us with your order reference; we will explain exactly how your case is handled and act on it quickly.