1. Introduction & Scope
At Pro Translation Service, we strive to provide exceptional translation services and ensure complete customer satisfaction. This Refund Policy outlines our commitment to fair and transparent refund practices.
Before placing an order, please review this policy carefully to understand our terms regarding refunds, cancellations, and quality guarantees.
2. Order Changes
We understand that needs can change. You can request modifications to your order under the following conditions:
- Before Translation Begins: You may add or remove services, change language pairs, or adjust document specifications before our translators start working on your project.
- After Work Begins: Once translation work has started, changes are typically not possible. However, we will make every reasonable effort to accommodate your request when feasible.
- Change Requests: Submit change requests through your order dashboard or by contacting our support team directly.
3. Cancellations & Refunds
3.1 Before Work Begins
If you cancel your order before our translators start working on it:
- You will receive a full refund of any amount paid
- Refunds are processed within 5-7 business days
- The refund will be issued to your original payment method
3.2 During Translation Work
If a translator has already started working on your project:
- We calculate a pro-rated refund based on work completed
- Example: If you ordered 5 pages and 3 pages are completed, you receive a refund for the remaining 2 pages
- The calculation considers translation time, complexity, and resources used
3.3 After Completion
Once your translation order is complete and delivered:
- No refunds are typically issued for completed work
- Quality concerns are addressed through our revision process (see Section 6)
- Exceptions may be considered on a case-by-case basis for exceptional circumstances
4. Turnaround Times
Our stated turnaround times are estimates based on previous similar projects:
- Estimates vs. Guarantees: We strive to meet or beat our estimated completion times, but these are not guaranteed completion dates.
- Human Translation: As we work with professional human translators, timelines may vary based on complexity and specialist requirements.
- Customer Responsibilities: Delays caused by incorrect files, incomplete instructions, or late responses to translator queries may extend the turnaround time.
- Communication: We maintain transparent communication about any timeline adjustments throughout the translation process.
5. Quality Concerns
We understand that translation quality is paramount. Our approach to quality concerns includes:
- Quality Standards: All translations must meet our internal quality standards before delivery.
- Resolution Process: If you're dissatisfied with the quality, we will work with you to understand and address your concerns.
- Resolution Options: Depending on the situation, we may offer:
- Free revisions by the original translator
- Review by a senior translator
- Partial or full refund (at our discretion for legitimate quality issues)
- Documentation: Please provide specific feedback about quality concerns to help us resolve them effectively.
6. Revision Requests
6.1 Standard Revisions
We offer free revisions under these conditions:
- 30-Day Window: Request revisions within 30 days of receiving your translation
- Same Source Text: Revisions are free if the source text remains unchanged
- Clarification-Based: Revisions to address misunderstandings or clarify instructions
6.2 Paid Revisions
Revisions may incur additional charges when:
- Source Text Changes: You modify the original material after translation begins
- Additional Content: Adding new words, paragraphs, or sections
- Style Preference Changes: Requesting different terminology or style after approval
Important Tip: For translations requiring specific names, places, or specialized terminology, provide this information when placing your order to minimize revision needs.
7. Certified Translation Acceptance
Our approach to certified translation acceptance includes:
- USCIS Guarantee: We offer a money-back guarantee if your certified translation is rejected by USCIS, provided you followed our submission guidelines.
- Organization Requirements: We don't offer refunds for rejections by other organizations unless you contact us beforehand with their specific requirements.
- Pre-Submission Consultation: We recommend consulting with us before submission if you have specific institutional requirements.
- Success Rate: With thousands of successful submissions, we have an excellent acceptance record across various institutions.
8. Digital Delivery
As we provide digital translations, our delivery process includes:
- Email Delivery: Completed translations are delivered to the email address provided during order placement.
- Delivery Confirmation: You receive delivery confirmation with download instructions.
- File Access Issues: If you encounter problems receiving or accessing files, contact us immediately for assistance.
- Technical Support: We provide support for common file format issues and download problems.
- Re-Delivery: If delivery fails due to technical issues on our end, we will re-send the files at no additional charge.
9. Contact & Support
We're here to help with any refund-related questions or concerns:
- Refund Qualification: If you believe your situation qualifies for a refund, contact us with your order details and explanation.
- Support Contact: Reach us at support@protranslationservice.com
- Response Time: We aim to respond to all inquiries within 24 hours during business days.
- Documentation: Please have your order number and relevant details ready when contacting us about refunds.
- Fair Assessment: We commit to reviewing each refund request fairly and transparently, considering all circumstances.
Our goal is to ensure you're satisfied with our services while maintaining fair business practices for both our customers and our translation team.