Refund Policy

1. Our Approach

If there is a genuine quality problem with a delivered translation, the first step is always revision. Two revision rounds are included. If revision does not resolve a genuine quality problem, partial or full refund is considered on a case-by-case basis.

2. Cancellation Before Work Begins

Full refund if cancelled before scope confirmation. 80% refund if cancelled after scope confirmation but before translation has begun.

3. Cancellation After Work Has Begun

• Less than 25% complete: 60% refund
• 25–50% complete: 40% refund
• 50–75% complete: 20% refund
• Over 75% complete: no refund (partial delivery provided)

4. Revision Requests

Up to two revision rounds included for genuine translation errors. Requests must be submitted within 14 calendar days of delivery. Style changes and scope additions are additional work, quoted separately.

5. Quality Disputes

If you believe a delivered translation contains systematic errors not resolved in revision, submit a written explanation within 21 calendar days specifying the alleged errors. Response within 5 business days with a remediation proposal or explanation.

6. No-Refund Circumstances

• Source document was incomplete, illegible, or materially different from the brief
• Third-party rejection for reasons unrelated to translation quality
• Revision request submitted more than 14 days after delivery
• Complaints about style preference rather than translation error
• Add-on services already rendered (express delivery, glossary, proofreading)

7. Refund Process

Approved refunds processed to the original payment method via Stripe within 5–10 business days. Contact: billing@josefinetranslates.com with your Stripe receipt reference.