Refund Policy

1. Introduction & Scope

This Refund Policy explains when you can change or cancel an order, when Pro Translation Service issues a refund, and how revisions work.

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:

Rejection by the authority: If the authority your certified translation was prepared for rejects it because of a translation problem, send us the rejection notice and we will refund your order in full (see Section 7).
Corrections: Errors and change requests are handled through our revision process, free for 14 days after delivery (see Section 6).
Other requests: Completed work is not otherwise refundable, but we review exceptional circumstances case by case.

4. Turnaround Times

Delivery times depend on the length of your document and the speed you choose at checkout:

Standard Delivery: Certified translations of documents up to 3 pages are delivered within 24 hours. Longer documents receive a delivery time with the quote.
Rush Delivery: 12-hour delivery is available for $7 more per page. This is our fastest option.
Difficult Source Files: Handwritten, faded or very technical documents can need more time. If so, we tell you the delivery time before work starts.
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 (within 14 days after delivery)
- 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

Free revisions are included for 14 days after delivery under these conditions:

14-Day Window: Request revisions free of charge within 14 days after delivery. After that, a small revision fee applies.
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 acceptance guarantee for certified translations works as follows:

Full Refund if Rejected: If the authority your translation was prepared for rejects it because of a translation problem, send us the rejection notice and we will refund your order in full. This applies to any authority, including USCIS, UKVI, IRCC, courts, universities and credential evaluators.
How to Claim: Email a copy of the rejection notice and your order number to support@protranslationservice.com.
Other Reasons for Rejection: The guarantee covers problems with the translation. It does not cover a rejection caused by something else, such as a missing document or an ineligible application.
Special Instructions: If the receiving body asks for a particular format, tell us when you order so we can follow it.

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, including weekends.
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.