Success Notification
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By making a purchase from us you agree to be bound by the following Refund Policy, please read it thoroughly before placing an order.
Last updated October 1, 2026
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.
Acceptance Guarantee
Our certified translations are guaranteed to be accepted by U.S. Citizenship and Immigration Services (USCIS) and by universities, colleges and schools in the United States, or your money back. We have never had a certified translation rejected.
What the guarantee covers. The translation itself: that it is accurate and complete, and that its certification meets the receiving institution's written requirements for translations. Should USCIS or a covered institution ever decline one of our certified translations for one of those reasons, you choose: we correct it free of charge, or we refund the full amount you paid for that translation, including any notarization, shipping or expedited delivery ordered with it.
Who is covered. USCIS, and universities, colleges and schools in the United States, including community colleges, graduate schools, K-12 schools and school districts. The guarantee does not extend to other receiving offices, such as credential evaluation agencies (for example WES or ECE), courts or other government agencies.
What is not covered. Reasons outside the translation, such as: problems with the original document (illegible, incomplete or unofficial copies, or pages you did not send us); a rule that only a specific party may translate, such as the school that issued the document; documents that must be sent directly by the issuing institution; admission, enrollment, evaluation or immigration decisions, and missed deadlines; translations edited after delivery or submitted without their Certificate of Translation Accuracy; and standard (non-certified) translations.
How to claim. Contact us with your order number and a copy of the notice showing that the translation was the reason: the notice from USCIS (for example, a Request for Evidence), or the email or letter from the school's admissions, registrar's, enrollment or international office.
For any other receiving office, it is your responsibility to confirm that our translation meets its requirements. If you have any doubt, contact us with their requirements before you order and we'll tell you whether we can meet them.
Order Changes
You can contact us to request changes to the services you've ordered before the service has been provided. This includes both adding and 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.
Cancellations
You may request a cancellation anytime before your order is completed. 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 $74.85 and request to cancel before the project being assigned to a translator. You will receive a full refund of $74.85.
- You have placed an order for five pages of certified translation totaling $124.75 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 three pages so your prorated refund will be for two pages totaling $49.95.
- You have placed an order for 335 words of standard translation totaling $33.50 and request to cancel after the order is complete. You will not receive a refund.
Secondary services (notarization, shipping, etc.) not provided will be refunded in full. Secondary services that have been provided are not eligible for a refund.
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.
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, issue a refund or offer a re-translation free of charge.
Revision Requests
You may request a revision through your order status page within 30 days of the translation has been made available to you. Revisions are free of charge as long 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.
The most common revision 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.
Shipping Issues
We exclusively ship with the United States Postal Service (USPS). If you become aware of an issue with your shipment, please contact us immediately so we may assist you as possible to resolve. USPS is a third-party service provider, and we do not offer refunds for issues related to their handling of your shipment.
