CANCELLATION POLICY

CANCELLATION OVERVIEW

TranslateWise understands that circumstances change. This policy outlines how you can cancel services and orders, along with any applicable terms and conditions.

TRANSLATION ORDER CANCELLATIONS

AI Translation:
• Cancel anytime before download
• Full credit refund if not processed
• No cancellation after download
• Processing typically instant

Verification Service:
• Cancel within 30 minutes: Full refund
• Cancel before assignment: Full refund
• After assignment: 50% cancellation fee
• No cancellation once work begins

Editorial Service:
• Cancel within 1 hour: Full refund
• Before translator assignment: Full refund
• After assignment: Case-by-case basis
• Partial refund based on completion

HOW TO CANCEL

Online Cancellation:
1. Log into your account
2. Navigate to Orders
3. Select "Cancel" option
4. Confirm cancellation
5. Receive confirmation email

Email Cancellation:
• Send request to cancel@translatewise.me
• Include order ID
• State reason (optional)
• Confirmation within 24 hours

Live Chat:
• Available Monday-Friday, 9 AM - 6 PM GMT
• Have account details ready

CANCELLATION DEADLINES

Service-specific deadlines:

• Rush Orders: No cancellation once started
• Scheduled Deliveries: 24 hours notice required
• Bulk Projects: 48 hours notice required
• API Services: Current month non-refundable
• Custom Glossaries: Setup fees non-refundable

CANCELLATION FEES

Fees may apply based on timing:

• 0-30 minutes: No fee
• 30 minutes - 2 hours: 25% fee
• 2-24 hours: 50% fee
• After 24 hours: Case-by-case
• Work started: Based on completion percentage

ACCOUNT CLOSURE

To close your TranslateWise account:

• Cancel all active orders first
• Download any needed translations
• Use or transfer remaining credits
• Request data export if needed
• Email closure request to support
• Account deleted after 30 days

Note: Account closure is permanent and cannot be reversed.

REACTIVATION

After cancellation:

• Orders: Contact support to reactivate
• Previous settings preserved
• Credits remain valid
• Translation history maintained
• Same login credentials
• New member benefits may not apply

EXCEPTIONS

Cancellations not permitted for:

• Completed and delivered work
• Downloaded translations
• Used API calls
• Consumed credits
• Past order periods
• Special promotional offers (terms may vary)

DISPUTE RESOLUTION

If you disagree with a cancellation decision:

1. Contact support within 7 days
2. Provide order details and reason
3. Management review within 48 hours
4. Final decision communicated
5. Escalation to senior management available

CONTACT FOR CANCELLATIONS

For cancellation assistance:

Email: cancel@translatewise.me
Live Chat: Available on website
Support Hours: Monday-Friday, 9 AM - 6 PM GMT

Emergency cancellations outside business hours:
Email with "URGENT" in subject line