REFUND POLICY
Last updated: July 28, 2025
OUR REFUND COMMITMENT
At TranslateWise, we stand behind the quality of our services. We offer a fair and transparent refund policy to ensure customer satisfaction while maintaining the sustainability of our business.
REFUND ELIGIBILITY
AI Translation Services:
• Full refund if translation not started
• 50% refund if unsatisfied with quality (within 24 hours)
• No refund after 24 hours or if translation downloaded
Verification Services:
• Full refund if work not assigned to verifier
• 50% refund if quality issues reported within 48 hours
• No refund after final delivery accepted
Editorial Services:
• Full refund if translator not assigned
• Partial refund based on completion percentage
• Quality disputes handled case-by-case
Credit Purchases:
• Unused credits refundable within 14 days
• Used credits are non-refundable
• Minimum refund amount: €10
REFUND PROCESS
1. Request Submission: Email refund@translatewise.me with order details
2. Review Period: We review requests within 48 hours
3. Decision: You'll receive approval or explanation
4. Processing: Approved refunds processed within 5-7 business days
5. Confirmation: Email confirmation when refund is issued
NON-REFUNDABLE ITEMS
The following are not eligible for refunds:
• Completed and delivered translations
• API usage fees
• Subscription fees (pro-rated cancellation available)
• Rush delivery fees
• Custom glossary setup fees
• Credits used for any service
• Services completed more than 30 days ago
QUALITY DISPUTES
If you're unsatisfied with translation quality:
1. Report issues within specified timeframes
2. Provide specific examples of quality concerns
3. Allow us to review and potentially revise
4. Independent review available for Editorial services
5. Partial refunds based on verified issues
REFUND METHODS
Refunds are issued via:
• Original payment method (preferred)
• Account credits (instant processing)
• Bank transfer (for amounts over €100)
Processing Times:
• Credit/Debit cards: 5-7 business days
• Bank transfers: 7-10 business days
• Account credits: Immediate
SPECIAL CIRCUMSTANCES
We may offer full refunds in cases of:
• Service outages preventing delivery
• Duplicate charges or billing errors
• Significant delays beyond promised timeline
• Technical errors affecting translation quality
• Force majeure events
CHARGEBACKS
We encourage customers to contact us before initiating chargebacks. Accounts with chargebacks may be suspended pending resolution. We reserve the right to dispute unwarranted chargebacks.
CONTACT FOR REFUNDS
To request a refund or discuss concerns:
Email: refund@translatewise.me
Support Hours: Monday-Friday, 9 AM - 6 PM GMT
Please include:
• Order/Transaction ID
• Date of purchase
• Reason for refund request
• Supporting documentation