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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

TranslateWise

AI-powered translations refined by native speakers. Get perfect translations for your global business.

SYNAPSE SPARK STUDIO LTD

Company Registration: 16576922

We accept:

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Support

Customer Support:

support@translatewise.me

Card Payment Support:

payments@translatewise.me

Registered Address:

Office 13464, 182-184 High Street North,
East Ham,
London, E6 2JA,
United Kingdom


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TranslateWise is a trading name of SYNAPSE SPARK STUDIO LTD, registered in England and Wales.