If you wish to request for cancellation after placing an order, you should do this promptly. If we have not assigned your project to a translator, we will issue a 100% refund. But if we have already engaged a translator, then we are unable to accept your cancellation request. In most cases, we engage a translator as soon as we receive your order. If we haven’t we will do a full refund.
If you wish to do a partial cancellation for services not required, then we accept these requests if we have not already executed them. For example, if you have paid for hard copies but you would wish to have only the e-version, then we can refund the additional charges you paid for the hard copies, if we have not already mailed them. You should request for cancellation by sending an email to firstname.lastname@example.org. You can also chat with us online or call our phone.
For cancellation of interpretation services: If you cancel within 48 hours of assignment time, we will deduct 50% of the total amount as cancellation charges and refund the remaining amount. If you cancel within 24 hours of assignment time, 100% cancellation fee applies for all cancelled projects.
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. Such edits will be done as many times as requested. 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.
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. Smart Localization 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 strive to complete all our translations as soon as we receive them, in most cases less than 24 hours. But we cannot guarantee an exact delivery time for all the orders. If we have not expressly agreed to a 24-hour delivery, you are not entitled to reject any delivery, citing delays. If we have expressly agreed to a 24-hour delivery, then you are entitled to a refund amount determined by the delay period calculated after the 24th hour. If the delay is less than 24 hours from the committed delivery time, we will issue a 10% refund. If the delay is more than 24 hours from the committed delivery time, we will issue a refund of 15%. Any refund on a project of over $10,000 will be treated on an individual basis.