REFUND POLICY
The following return policy is applicable to all services offered by Certified Language Solutions. We stand behind our product, and your satisfaction is important to us. However, because our products are mostly digital goods delivered via the internet and email, we generally offer no refunds.
Refund Policy
By making a purchase from us you agree to be bound by the following Refund Policy, please read it thoroughly before placing an order.
Under any circumstance, our liability will always be limited to fixing errors or providing a refund. Certified Language Solutions will not have any other liability or indemnity obligations.
Overview
Below you’ll find the most common reasons for refund requests. Please review this policy to ensure you understand and agree with it before placing your order with us. If you believe your order is eligible for a refund or you have questions about our policy, please contact us with all pertinent details so we can review your request. All cancellations and refund requests must be made ONLY by email in order to review your request. For online payments, we use the PayPal Here system for businesses, we also accept payments via Zelle and CashApp. Regarding PayPal, NO need to have or create a PayPal account, you can always pay directly with your debit or credit card.
Order Changes
You can contact us to request changes to the services you’ve ordered before the service has been provided. This includes either adding or removing services or the quantity of service. Once the service has begun, we typically cannot make changes, but we will accommodate your request if possible. Our quote may change if we offered a discount because of the number of documents or pages confirmed.
Cancellations
Translations Services:
If you wish to request a cancellation after placing an order, you should do this promptly. If we have not assigned your project to a translator, we will issue a 100% refund. But if we have already engaged a translator, then we are unable to accept your cancellation request. In most cases, we engage a translator as soon as we receive your order. If we haven’t, we will do a full refund. In some cases, we will prorate the refund for your primary service (translation) based on the amount of work the translator has completed on your project. For example:
- You have placed an order for three pages of certified translation totaling $90 and request to cancel while the order is in progress. We contact the translator to stop work and get a current word count. The translator has translated two pages so your prorated refund will be for one-page totaling $30.
- You have placed an order for 300 words of standard translation totaling $300 and request to cancel after the order is complete. You will not receive a refund.
Partial cancellations: If you wish to do a partial cancellation for services not required, then we accept these requests if we have not already executed them.
Example:
- Secondary services (notarization, shipping, etc.) not provided will be refunded in full. Secondary services that have been provided are not eligible for a refund.
- If you have paid for extra certified copies but you wish to have only the original certified translation or the e-version, then we can refund the additional charges you paid for the extra certified copies, if we have not already mailed them. You should submit any request for a cancellation by sending an email to info@certranslations.com
Because of the nature of the services we provide, refund requests must be made by email within 7 days after we deliver the translations. We will approve the refund for translations by email. Refunds will be issued in the same way of payment, only if we receive the original certified translation (hard copy) in person or by certified mail within 14 days after the refund was approved, or within 21 days after it was delivered.
Edit Requests
All edit requests must be submitted by the client within a period of 30 days, after we have sent the first translation draft. We will review your request and send an edited file, if applicable, promptly. The most common edit requests we see are for the names of people and places. When placing your order, we request this information, and we urge you to provide it as names can be particularly challenging to translate. This will significantly reduce the need for revisions, which ensure you have your finalized translation as quickly as possible.
You can request edits (synonyms, word preferences, spelling of names not provided when ordering and illegible words in a scan) to your translated documents. All languages allow numerous ways to phrase words and therefore we are open to your feedback. We will edit your translated documents based on your feedback and our certified translators’ approval, but we are unable to issue a refund or do a chargeback. All edit requests and approvals must be made within 30 days after the client receives the first translation draft.
Revisions: You may request a revision within 30 days after the translation has been made available to you. Revisions are free of charge as long as the source material is not being edited. Source material changes will be handled on a case-by-case basis. We might be able to edit the existing translation and charge for the additional translated words, but if the changes are substantial a full retranslation might be required.
Errors or Mistranslation:
We guarantee the highest accuracy on all our translations. We follow a strict quality control process to ensure that your translated documents are error-free and there is no mistranslation. If you spot an error or mistranslation in your document, contact us immediately. We will immediately rectify the errors in your mistranslated document.
Name spellings (if not provided) and word preferences do not construe as mistranslations or errors. No refund will be allowed for name spellings (when not provided earlier) and word preferences.
Quality Concerns
Judging the quality of a translation is subjective as there are often multiple ways to phrase words and word choices will vary based on experience and understanding of the context of the source material. We will make every attempt to work with you to ensure you are satisfied with the final translation, but the translator ultimately has the final determination of word choice. In the rare case that a translator has failed to deliver a translation up to our quality standards and revisions won’t be adequate to bring it up to our standards, we may, at our sole discretion, offer a re-translation free of charge.
Formatting
If you have not paid for DTP or not provided a clear scan, we cannot guarantee a 100% mirror image. We therefore cannot issue a refund for such complaints. If the scanned image is blurry, we only do plain text translation.
Turnaround Times
We provide a turnaround estimate during checkout based on historical order data. This is an estimate of the time it will take from when we assign your project to a translator until they return it translated and you are notified. We only work with human translators so we cannot guarantee a specific turnaround time, only that we’ll put best efforts towards meeting or beating the estimate provided.
The turnaround time starts once the project is assigned to the translator as there can be delays during the initial processing of the order. For example, if you don’t upload a legible source file, select the wrong language pair or choose the wrong number of words/pages you can expect a delay before the estimated turnaround time begins as we’ll have to resolve the underlying issue before assigning the project to a translator. If the wrong number of words/pages are selected at checkout, you can also expect the turnaround estimate to change once the count is corrected.
We strive to complete all our translations as soon as we receive them, in most cases within 24 hours. But we cannot guarantee an exact delivery time for all the orders.
If we have not expressly agreed to a 24-hour delivery, you are not entitled to reject any delivery, citing delays.
If we have expressly agreed to a 24-hour or same day delivery, then you are entitled to receive your order by the agreed deadline, providing you have requested and paid for a rush service.
Translation Acceptance
It is your sole responsibility to ensure we meet the requirements of your receiving party. We strongly suggest you send us an email with a list of their requirements before placing your order to ensure we meet them if you have any doubt.
We have never had a translation declined by USCIS, NJDMV, passport agencies, foreign embassies, schools and many other institutions, after thousands of submissions as we exceed their translation requirements.
Shipping Issues
We exclusively ship with the United States Postal Service (USPS), and FedEx, unless you request an expedited mailing service with a different shipping carrier. If you become aware of an issue with your shipment, please send us an email immediately so we may assist you as soon as possible to resolve the matter. USPS is a third-party service provider, and we do not offer refunds for issues related to their handling of your shipment.
We reserve the right to warn, limit, or decline returns regardless of whether the customer has a receipt. All non-receipt returns are subject to a refund verification process. All decisions regarding returns are subject to applicable laws and we retain the sole authority on all final decisions for all returns.
After you have ordered your translation, paid and it has been delivered to you, and as part of the consideration of services received and payment made, please acknowledge and agree to the refund policy above.