Versatile Languages - 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.
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.
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.
You may request a cancellation any time 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.
Proof of Dissatisfaction
To request a refund, you must provide a valid proof of how and where we failed to maintain the quality. This proof may include:
- A detailed explanation of the specific errors or discrepancies in the translation.
- Proofreading marks or annotations highlighting the issues.
- A re-translation of the same document by another qualified translator, highlighting the differences and demonstrating the original translation’s shortcomings.
- Evidence of the agreed-upon deadline and the actual delivery date.
- Documentation or communication supporting any misrepresentation of services.
The amount of the refund will depend on the nature and severity of the issue. In cases of minor errors, we may offer a partial refund or a free re-translation. For significant errors, a full refund will be issued.
We reserve the right to deny any refund request that we deem unreasonable or not supported by sufficient evidence. We also reserve the right to modify this refund policy at any time without prior notice.
Communication and Feedback
We value your feedback and are committed to resolving any issues to your satisfaction. If you have any concerns about your translation, please contact us immediately so we can address them promptly.
You may request a revision through your order status page within 10 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.
You can request edits (synonyms, word preferences, spelling of names not provided when ordering, and illegible words in a scan) to your translated documents. We will make the edits promptly. 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. But we are unable to issue a refund or do a chargeback.
Except for USCIS, we do not offer refunds for translation acceptance issues. It is your sole responsibility to ensure we meet the requirements of your receiving party. We strongly suggest you contact us with a list of their requirements before placing your order to ensure we meet them if you have any doubts.
If you need translations for schools, colleges, or universities, please check with your educational institution if they have a selected group of providers or preferred translation vendors they use to avoid any issues after translations have been completed, since at that point the services have already been rendered and you will not be eligible for a refund.
We do offer a money-back guarantee for certified translations declined by USCIS for additional peace of mind, though we’ve never had a translation declined after thousands of submissions as we exceed their translation requirements.
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.
If you wish to reject the translation and request a refund due to an error or mistranslation, then we allow such a refund only if it reasonably determines that our quality standards were not met and our proofreading process failed.
After we acknowledge that it fails our quality standards promised to you, we will issue a refund to the extent of the quality compromised. Under any circumstance, our liability will always be limited to fixing the errors or providing a refund. Versatile Languages will not have any other liability or indemnity obligations.
We follow a strict quality control process to make sure we do not miss anything while translating your documents. But if you receive your translations and notice a page or section missing, contact us immediately and we will fix it soon. If we are unable to turnaround the missing sections within our promised timeframe, we will communicate this to you and provide you with the option to refuse the missing translations and instead receive a partial refund, calculated for the missing sections.
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.
Please remember interpreters will always limit themselves to providing verbal interpretations of what is being said. They will not provide further explanation or give opinions. As such, if context is required, it should only be for the purpose of choosing proper terms.
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 our 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 ship with the United States Postal Service (USPS) and FedEx. If you become aware of an issue with your shipment, please contact us immediately so we may assist you as possible to resolve. USPS and FedEx are third-party service providers and we do not offer refunds for issues related to their handling of your shipment.