Customer satisfaction is our top priority and we are confident each client will be pleased with our services.
Still, if the client tries our service and doesn’t find the product sufficiently meeting their needs or they face any other issues, they should get in touch with our helpful support team. Customer support representatives can either help until the client is satisfied with the final product or issue a swift refund.
Refunds can be issued in the following cases:
100% refund if the client wants to cancel the order and the translator did not start working on it.
70% refund if the client wants to cancel the order but the translator is assigned already.
50% refund if the client wants to cancel the order but half of the deadline has already passed.
A partial refund for a part of the ordered services if the client cancels them. The details will be agreed upon by the company and the client individually.
A partial refund for the whole order is possible if the quality of services was not satisfactory because the client has failed to provide additional materials or other needed information requested by the company. The details will be agreed upon by the company and the client.
100% refund if the final product is not what was requested by the client. This includes, but is not limited to translation done into the wrong language, the wrong part of the document was completed, etc. However, there must be evidence to prove the mistake.
A partial refund if translation contains significant errors. To get a refund or revision, the client must inform the company within the defined period of time.
A full refund is an amount the client spent on services. However, delivery fees or shipping and handling costs may be deducted from the total sum. The refund can be issued only to the card the client used to pay for the services.
To get a refund, the client must complete a refund request via website or email within 10 business days from the date the order was received. The refund request should include the following information: the date when the project was requested; project number, client details (the name on the invoice, email used); payment method used; additional information that proves the mistakes, errors, or omissions in the received order.
Once the refund request is sent, it may take up to two weeks to investigate the issue. After the decision is made, you will be notified of it via email. It usually takes up to 5 business days to receive a refund.
Once the clients receive the refund they will no longer be able to use the product/s for which they have been refunded. In the case of our licenses, they will see an error notice if they try to continue using the product.
Should the clients have any queries regarding this please do not hesitate to use our support form to ask for clarification.
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