We want you to order with confidence. This policy explains when cancellations and refunds are available, how turnaround estimates work, and how we handle corrections. It forms part of, and should be read together with, our Terms of Service.
1.Cancellation before work begins
If you cancel before a translator has started work on your order, you are eligible for a full refund. If your translator has already begun, any refund is prorated based on the portion of work completed at the time of your cancellation request.
2.Turnaround times are estimates, not guarantees
All turnaround and delivery times shown on our website, in a quote, or at checkout are good-faith estimates only and are not guaranteed. Timing can be affected by document length, complexity, legibility, language pair, translator availability, and, for physical copies, by carriers, customs, and destination. Because these times are estimates and not guarantees, a delay in delivery is not, by itself, grounds for a refund, cancellation, or chargeback. We will always try to notify you in advance of any significant delay and to complete your order as quickly as possible.
3.Accuracy and corrections
We stand behind the quality of our work. If a completed translation contains a substantiated error or omission caused by us, we will correct it free of charge. Corrections related to accuracy or formatting are not subject to a separate fee. Where we are unable to correct a substantiated error, a partial or full refund may be issued for the affected portion.
4.After electronic delivery
Refund requests must be submitted before your completed translation is delivered electronically. Once the translation has been delivered electronically, the order is considered complete and is eligible for correction of substantiated errors rather than a refund. Certified translations that have already been delivered electronically or dispatched by mail are non-refundable.
5.Circumstances outside our control
Refunds do not apply to delays or issues caused by circumstances outside our control, including carrier or postal delays (for example UPS or USPS), customs processing, or incorrect, incomplete, or illegible information or documents provided by the customer. You are responsible for confirming the specific requirements of the authority or institution that will receive your translation; acceptance is ultimately decided by that authority and is outside our control.
6.How refunds are processed
If a refund is approved, we process it within 5–7 business days to your original payment method. Depending on your bank or card issuer, the refunded amount may take additional time to appear in your account.
7.Physical copies and shipping
Standard delivery is by digital copy. Printed and mailed copies are available on request and may carry additional fees. Shipping times depend on the carrier and destination and are outside our direct control. If physical materials arrive damaged, notify us within 7 days of receipt and we will arrange a replacement.
8.How to request a refund
To request a cancellation or refund, or to raise any concern about your order, contact us at contact@officialtranslations.com before your translation is delivered. Please include your order details so we can assist you quickly.
9.Customers in the United Kingdom
If you are a consumer in the United Kingdom, you can cancel your order within 14 days of placing it, without giving any reason, by emailing us at contact@officialtranslations.uk. We refund you within 14 days of receiving your cancellation, using the same payment method you used to pay.
Most clients want their translation quickly, so when you place an order you ask us to start work straight away, within the 14-day cancellation period. This means: (a) once your translation has been fully delivered, the right to cancel no longer applies, and (b) if you cancel while we are still working, you pay a proportionate amount for the work already done, and we refund the rest. Add-ons that have already been completed or dispatched, such as an apostille or a posted hard copy, are counted as work done.
Nothing in this policy affects your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015.