Refund Policy

1. Our Approach

If there is a genuine problem with a delivered translation, the first step is always a revision. Each project includes up to two revision rounds. If revision does not resolve a genuine quality problem, we consider partial or full refund 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
• More than 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. Changes reflecting new source content, style preferences, or scope changes are additional work and quoted separately.

5. Quality Disputes

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

6. No-Refund Circumstances

• Source document was incomplete, illegible, or materially different from that described
• Third-party rejection for reasons unrelated to translation quality
• Revision request submitted more than 14 days after delivery
• Complaints about style preferences rather than translation errors
• Add-on services (express delivery, extra revision, glossary, apostille advisory) already provided

7. Refund Process

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