Refund Policy

Overview: Your refund rights in plain language

When a document matters enough to translate, the last thing you want is a refund policy written to confuse you. So here is the plain version. This policy sets out our 30-day money-back guarantee, how changes and cancellations work, how we handle quality concerns and revisions, when an accepted recipient triggers a full refund, what the guarantee does not cover, and how turnaround and shipping are treated. Placing an order counts as your acceptance of these terms, so please read them first.

This policy forms part of our Terms of Service and should be read together with it. Where this policy makes a specific promise that is more generous than the general terms, this policy controls for that promise. Nothing here affects any statutory rights you may have under the law that applies to you.

If you think your order may qualify for a refund or you have a question about these terms, send us the details and we will review your request quickly.

Money-Back Guarantee: A full refund within 30 days, three clear ways

For 30 days from the date you pay, you can ask for a full refund in any of the three situations below, as long as you send us the matching evidence.

An accepted recipient rejects the translation. Your certified translation is formally turned down by a recipient on our Guaranteed Acceptance List, and the rejection points to the translation itself rather than to a separate submission requirement. We revise first based on the reviewer's feedback, and if acceptance still fails, you get a full refund. See Translation acceptance below for how this list works.

A critical content error. The final translation contains a clear, objective mistake in key information such as a name, date of birth, address, passport number, or similar personal detail. We will correct it at no charge, and where the error is ours you may request a full refund instead.

A technical delivery failure. Your payment goes through, but a fault on our side stops you from downloading the final, watermark-free file. If we cannot deliver it, you get a full refund.

Sending your request and evidence

Email our support team within 30 days of payment and include:

• Your order number, or the email address used for the purchase.
• A short description of the problem.
• Evidence that matches your reason, as listed below.

The evidence we need:

• For a rejection: a clear photo or screenshot of the official rejection notice, showing that the issue relates to the translation.
• For a critical error: a short note on what is wrong and where it appears in the file.
• For a delivery failure: a short description and, if you have one, a screenshot of the error.

We aim to review complete requests quickly and usually reply within 48 hours, or within 2 business days on weekends and holidays. Complex cases or missing evidence can take a little longer. Approved refunds go back to your original payment method where possible, on the timeline set by your payment provider and your bank. Once a refund is issued, we may switch off access to the affected files and any related online verification, and those files must not be used for any official submission.

If a recipient rejects your translation after the 30-day window, you may still qualify for a free correction or a replacement file under the acceptance and revision terms below, even though a cash refund may no longer apply unless the law requires it.

Order Changes: Adjust your order before work begins

You can ask us to change your order any time before work has started. Changes can include service additions or removals, quantity edits, new uploaded files, target-language corrections, or name-spelling fixes. Once a translator has begun, changes usually are not possible because they disrupt the work or force a restart. Early-stage projects give us the best chance to make the requested change. Keep in mind that significant changes may adjust the price or the turnaround time.

Cancellations: How prorated refunds work

Up until your order is finished, you can ask to cancel at any time. For translation work, refunds are prorated by how much is done:

• A full refund if the project has not been assigned to a translator yet.
• A partial refund once work has begun, based on the pages or word count finished so far.
• No refund once the translation is complete, except where the 30-day money-back guarantee above applies.

Secondary services that have not been provided yet, such as notarization or shipping, are refunded in full. Services already delivered are non-refundable.

Corrections & Revisions: Free fixes when a critical detail is wrong

Through your order page, you have 30 days after delivery to ask for revisions, and they cost nothing as long as your source material stays the same. When the source itself is edited, we look at each case on its own: small adjustments might be billed, while large ones might call for a fresh translation.

If you spot an objective error in critical information such as a name, date of birth, passport number, or address, send us a clear reference to it. Where the issue is verified and caused by our work, rather than by the source document or your instructions, we will provide a corrected or replacement file at no extra charge wherever possible.

Revisions often involve proper nouns such as personal names, place names, organization names, or official titles, where your input matters. Confirming correct spellings at checkout helps you avoid delay and makes the final translation faster and more accurate.

Quality Concerns: When the wording does not feel right

Judging a translation is partly a matter of opinion, since a single word or phrase can often be expressed in more than one correct way once context, tone, and subtle meaning come into play. Our translators use professional judgment to create natural, accurate work, and wording can vary based on source interpretation and experience. We keep working with you until the result is satisfactory. Should a translation miss our standards and revisions prove unable to correct it, we reserve the right, entirely at our own judgment, to refund you or to re-translate the work for free.

Standards & Certifications: The quality benchmark behind this guarantee

The refund and correction rights above turn on whether a translation contains an objective error, not on a matter of style or preference. We measure that against recognized industry standards rather than opinion, so you know where the line sits and what we are accountable for.

ABC Translations is certified to ISO 9001, the quality management standard for meeting customer and regulatory requirements, and to ISO 17100, which sets the core processes, resources, and translator competencies required to deliver a quality translation. We also work in line with ISO 13611 (community interpreting), ISO 18587 (human post-editing of machine translation output), ISO 13485 (quality management for medical devices), and the ASTM F2575 guide to quality assurance in translation. Where this policy refers to a critical content error or a translation quality error, we assess it against these standards.

Our translators include members of leading professional bodies, among them the American Translators Association (ATA), the International Federation of Translators (FIT), the Institute of Translation and Interpreting (ITI), the International Association of Conference Interpreters (AIIC), the Translation Automation User Society (TAUS), the Polish Society of Sworn and Specialized Translators (TEPIS), and the Italian Association of Translators and Interpreters (AITI).

These certifications and memberships describe the standards we hold ourselves to and the competence of our teams. They are not, on their own, a promise that any particular government agency, court, university, or other recipient will accept a given translation. Acceptance-based refunds are governed by the Guaranteed Acceptance List and the money-back terms in this policy, and nothing in this section widens, replaces, or adds to them.

Translation Acceptance: Guaranteed acceptance, or your money back

Confirming that our certified translations satisfy your recipient's rules falls to you, so reach out before placing an order if anything is unclear. Acceptance-related refunds apply only when the recipient appears on our Guaranteed Acceptance List.

When certified translations go to organizations named on our Guaranteed Acceptance List, a 100% money-back guarantee applies. If a recipient rejects the translation, we help make the requested corrections first. If it still is not approved, we issue a full refund. For recipients that are not on the list, confirm their requirements with us before you order, because acceptance-based refunds do not apply there.

What's Not Covered: Where the guarantee does not apply

To keep the guarantee fair and meaningful for everyone, it does not apply in these situations:

• Source document issues. You uploaded a file that was incorrect, incomplete, blurry, or otherwise hard to read, and that led to the inaccuracy.
• Change of mind. You ask for a refund for personal reasons, such as no longer needing the translation, after you have paid for and downloaded the file.
• Stylistic preferences. You are unhappy with the style, tone, or word choice, but the translation is accurate in meaning and in every critical detail.
• User error. Problems caused by your own actions, such as submitting the wrong file to an agency, changing the file before submission, or missing an application deadline.
• Recipient-specific requirements. A rejection caused by a recipient's own requirement or a policy change rather than a translation error, for example notarization, legalization, an apostille, a sworn or NAATI translator, ATA certification, USCIS formatting, or a specific certification format.
• Altered files. Deliverables that you or a third party edited, reformatted, or modified after delivery.
• Payment disputes. If you start a chargeback or payment dispute, we may pause our review until that dispute is resolved, to the extent the law allows.

Turnaround Times: Why your delivery date is an estimate

At checkout you see an estimated turnaround based on our past data. Every translation is done by a human, so we cannot guarantee an exact timeline. Our promise is that we will do everything we can to hit the estimate or come in ahead of it.

Timing begins the moment a translator picks up your project. Problems that surface mid-process, like files we cannot read, a miscounted number of words or pages, or a mismatched language pair, can delay that start and shift the figure you were quoted. Should an assigned translator drop off, we hand the work to someone else as quickly as possible, and that handoff can move the timeline too.

Shipping Issues: Hard copies and USPS delivery problems

We ship hard copies by USPS Priority Mail and Express Mail. Should any problem come up with your shipment, get in touch with us at once and we will help sort it out. Because USPS is an outside carrier, refunds are not available for delayed, mishandled, or lost shipments, yet we will partner with you to resolve the matter wherever possible. This might mean shipping a replacement, although extra fees for shipping or service could apply based on the circumstances.

Updates & Rights: Policy updates and the rights you keep

To the extent the law allows, ABC Translations applies and interprets this policy in good faith and may update it as our business changes. We post updates on this page and revise the date below. None of this affects any statutory rights you may have under the law that applies to you.

Last updated: June 2, 2026.

Contact: Reach a real person about your order

Questions about this policy, or ready to send a request? Email us at our support team or call +1 888 669‑9599, and our support team will help.