Refund Policy

Cancellations

If you need to cancel your order with Universal Translation Services, we advise doing so promptly. If your project hasn’t been assigned to a translator yet, you’re eligible for a full refund. However, once a translator has been assigned, cancellation requests cannot be accepted, as translators typically begin work promptly upon order placement.

Partial Cancellations:

We accept requests for partial cancellations if the services in question have not already been executed. For instance, if you have paid for hard copies but now only require the electronic version, we can refund the additional charges for the hard copies if the label has not yet been created and mailed. Cancellation requests can be made by email, online chat, or phone.

Delivery Time and Potential Delays

We provide an estimated delivery date with our quote. It is not a guaranteed delivery date and starts when the quote is paid and is assigned to the translator. The delivery date does not account for delays that may arise during the initial quote phase. For instance, if there are issues with the legibility of the source file, payment, when selecting the wrong language pair or words/pages, delays may occur before the estimated delivery time begins. Additionally, if the client submits changes to the translation during the review process, this may also result in delays beyond the initially estimated delivery date.

While we make every effort to meet the estimated delivery date, any delays that may occur do not qualify for a refund, as delivery times cannot be guaranteed.

Review, Editing Requests and Approval

To ensure customer satisfaction, we kindly ask customers to review their translations before the final translation is delivered and any additional services are performed (certification/notarization). We only accept editing requests regarding the spelling of names, word preferences, and synonyms in your translated documents. You have 7 days to review the translation and make as many editing requests as needed until you approve the final version. If you do not approve the translation within this period, the final translation and any additional services will be completed and delivered via email. Approval can be given by phone, text, email, or by clicking the approval button in our online editor. Once approved, new editing requests can be submitted for an additional charge of $10 if the project is still open. If the project has been closed, an additional fee will be required to reopen it.

Please note that while editing requests are promptly addressed, they do not qualify for a refund or chargeback. Requests to edit the original source file will be rejected and are not grounds for a refund. Additionally, we and our translators/proofreaders have the final say regarding the requested edits. We may decline edits if they are determined to misrepresent or inaccurately reflect the intended meaning of the source file.

Quality Concerns

We follow a strict quality control process to ensure your translations are accurately translated and error-free. However, the quality of translations is inherently subjective, influenced by various factors such as linguistic nuances and contextual understanding. While we aim to collaborate closely with clients to ensure satisfaction with the final translation, the translator and proofreader retain the ultimate authority over word choice, recognizing the complexities involved.

If a translation does not meet our quality standards and revisions prove insufficient, we reserve the right, at our discretion, to offer a refund or provide a complimentary re-translation.

Formatting

We strive to maintain the same format as the source file to the best of our ability. However, in cases where poor PDF scans or unclear images are provided, we cannot ensure a flawless replication. Therefore, we are unable to issue refunds for such complaints. If the scanned PDF or image is blurry, we will proceed with a plain text translation.

Acceptance of Translations

Refunds are not offered for translation acceptance issues/rejection, except for USCIS. It is solely your responsibility to ensure that our translations meet the requirements of your receiving party. For instance, DMV Florida and DMV Chicago have distinct certification requirements despite being the same government agency.

We highly recommend contacting us with a list of their requirements before placing your order to ensure compliance if you have any doubts.

For USCIS, we guarantee acceptance for certified translations and provide a money-back guarantee in the rare case of rejection. However, it is important to note that we have never had a certified translation declined, as we consistently meet all the requirements.

Shipping Issues

We ship our translations using FedEx. If there is an issue with your shipment, please contact us so we can assist you. However, we do not offer refunds for issues related to FedEx’s handling of your shipment.