Effective Date: 8-20-2020
At CertiTranslate, LLC (“we,” “our,” or “us”), we strive to provide accurate and timely NAATI-certified translation services. This Refund Policy explains the conditions under which we may issue refunds for payments made for our services.
1. Eligibility for Refunds
Refunds may be issued under the following circumstances:
a. Before Work Has Begun
- If you cancel your order before translation work has started, you are eligible for a full refund.
b. Inability to Deliver Services
- If we are unable to complete your translation request due to unforeseen circumstances or internal errors, we will issue a full refund.
c. Service Errors
- If an error occurs on our part (such as incorrect language selection or missing certification), we will either:
- Correct the translation at no additional cost, or
- Issue a partial or full refund depending on the situation.
2. Non-Refundable Situations
Refunds will not be issued in the following situations:
- Once translation work has begun, unless otherwise agreed upon.
- If the translated document has already been delivered and meets the agreed-upon specifications.
- If errors or delays are due to incorrect, incomplete, or unclear information provided by the client.
- For dissatisfaction based on preferences or expectations not clearly communicated prior to the start of the project.
- For urgent or express translations once the order has been accepted and work initiated.
- For certain languages such as Hebrew, Latin, Marathi, and others, there are only a limited number of translators available through NAATI. Because of this, urgent deliveries cannot always be guaranteed. If you place an urgent order, we will prioritise your translation and have it completed as soon as a translator becomes available. However, in these circumstances we are unable to offer a refund.
3. Revision Requests
If you are not satisfied with the completed translation:
- You may request minor revisions within 7 days of delivery at no additional charge.
- Substantial changes or updates due to new information provided after translation completion may incur additional fees.
4. Refund Processing
- Approved refunds will be processed within 7–10 business days of approval.
- Refunds will be issued via the original payment method used for the transaction.
- Processing times may vary depending on your financial institution.
5. How to Request a Refund
To request a refund, please contact us at:
CertiTranslate, LLC
Email: [email protected]
Provide the following details:
- Order number
- Name and contact information
- Reason for refund request
6. Governing Law
This Refund Policy is governed by and construed in accordance with the laws of the country from where the order was placed.
7. Policy Updates
We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with a revised Effective Date.