Quality Guaranteed Free Revisions Fair Refund Policy

Refunds and Delivery Policy

We stand behind our work. Here is exactly what to expect regarding delivery, revisions, and refunds.

Delivery Expectations

What "delivered" means for each service type

Every project type has a specific definition of "delivered." Below is what you can expect to receive when we mark your project as complete. If any deliverable does not match these standards, you are entitled to request a revision or raise a concern.

Document Translation

A completed file in the original format, reviewed by a second linguist for accuracy. Formatting, layout, and terminology are preserved as specified in the project brief.

Transcription

A formatted transcript with timestamps and speaker labels as agreed in the project scope. Delivered in your requested file format (Word, PDF, or plain text).

Subtitling

A subtitle file in the requested format (SRT, VTT, or other), synced to your video. Timing, line breaks, and character limits follow industry standards unless otherwise specified.

Interpretation

An interpreter present and prepared at the agreed time and location (in-person or remote). Pre-session briefing materials are reviewed in advance when provided.

Voice-Over

Audio files in the requested format (WAV, MP3, or other), matching the approved script. Pronunciation, pacing, and tone align with the agreed direction and reference materials.

Revision Policy

Every project includes at least one round of free revisions

What Counts as a Revision

Accuracy corrections (mistranslations, typos, omissions)
Tone adjustments to better match your audience
Formatting fixes (layout, spacing, fonts)
Terminology changes (using your preferred glossary)

What Counts as a New Request

Additional content not in the original source
Changed source material after work has begun
Expanded scope (more pages, longer audio, etc.)
New language pairs not covered in the original quote

How to Request a Revision

Reply to your delivery email or contact us within 7 days of delivery. Describe the changes you need as clearly as possible (with references to specific pages, timestamps, or sections). We will confirm receipt and provide a timeline for the revised deliverable.

When Deadlines Slip

How we handle delays, and what you can expect from us

We Tell You First

If we anticipate a delay, we notify you before the original deadline. You will never be left wondering where your project is. Proactive communication is our standard, not an exception.

Revised Timeline

We provide a new delivery date with a clear explanation of what caused the delay. You will know exactly when to expect the completed work and why the original timeline shifted.

Compensation

For delays caused by us, we may offer a discount on the current project, expedited delivery at no extra cost, or a partial refund depending on the situation. We work with you to find a fair resolution.

Refund Eligibility

Clear rules so you know where you stand

Full Refund

If we cannot deliver the project at all, or if quality is unacceptable after a revision attempt. You should not pay for work that does not meet the agreed standard.

Partial Refund

If delivery is significantly delayed through our fault. The refund amount reflects the inconvenience caused and is determined on a case-by-case basis.

No Refund

If the client changes scope after work has begun, or if the project is completed and approved. Once you confirm satisfaction, the project is considered closed.

Credit

In some cases, we offer credit toward future projects instead of a cash refund. This is discussed with you before any credit is applied, and you always have the option to request a refund instead.

How to Raise a Concern

Four steps to resolution

1. Email Us

Send an email to the address in your delivery confirmation. Use the same thread if possible so we can reference your project details immediately.

2. Describe the Issue

Be as specific as possible: explain what was expected versus what was delivered. Reference page numbers, timestamps, or sections where applicable.

3. We Respond

We respond within 24 hours with a proposed resolution. This may include a revision, a partial refund, or another form of compensation.

4. Escalate If Needed

If the resolution is not satisfactory, escalate to our team lead. We take every concern seriously and will work with you until the matter is resolved fairly.

Frequently Asked Questions

If work has not yet started, we offer a full refund. If work is in progress, we discuss a fair settlement based on work completed. Contact us as soon as possible to begin the cancellation process.

Pricing Turnaround Times Quality Process Document Translation Transcription

Questions About Our Policy?

Reach out to our team. We are happy to discuss your concerns.