Refund and Cancellation Policy

Last updated: 22 July 2026

This policy explains how cancellations, changes and refunds work for the two shapes of service we sell: document-based translation orders (certified/sworn, legal & financial, medical, technical, localization, transcreation, subtitling) and time-slot interpreting bookings. It should be read alongside our Terms and Conditions, which sets out your EU right of withdrawal in full.

1. Translation orders — before work has started

If you cancel an order before a linguist has been assigned to it, you receive a full refund, with no charge.

2. Translation orders — after work has started

If you cancel after work has begun, you are charged pro-rata for the work already completed at the point you tell us you are cancelling, and the remainder of what you paid is refunded. If you cancel within 24 hours of the turnaround window’s agreed start, a minimum charge of 50% of the order value applies, even if less than half the work is complete, to cover the linguist time already committed and reserved for you.

3. Certified / sworn translations already issued

A certified or sworn translation that has already been stamped, signed and issued is a personalised legal instrument tied to your specific document — it cannot be reused for anyone else. Once a sworn translation has been issued and delivered, it is non-refundable.

4. Interpreting bookings

Interpreting (remote, phone or on-site) is booked for a specific date and time, so it works like an appointment rather than a document order:

  • Free cancellation or rescheduling if you tell us at least 24 hours before the booked session.
  • Cancelling or rescheduling within 24 hours of the booked session may incur a fee of 50% of the booked session price, because the interpreter’s time has already been reserved and is unlikely to be rebookable at short notice.
  • If we have to cancel a confirmed booking on our side, you receive a full refund or a rescheduled session at no extra cost, whichever you prefer.

5. Quality remedy — errors, not preference

If you believe a delivered translation contains a demonstrable error, tell us within 14 days of delivery, describing the issue. We will correct it free of charge. This is separate from cancellation and does not require you to have cancelled anything — it is our standard quality guarantee on every order.

6. Your EU right of withdrawal, in the context of a refund

As set out in our Terms and Conditions §7, EU consumers generally have 14 days to withdraw from an online purchase. Because translation work is typically requested to start immediately, you are asked at checkout to expressly consent to work beginning before that period ends. In that case:

  • If you withdraw before any work has started, you get a full refund.
  • If you withdraw while work is in progress, you pay a proportional amount for the work completed up to that point (see §2), and the rest is refunded.
  • If the service is already fully performed (including a sworn translation already issued, §3) by the time you withdraw, no refund is due for that item, in line with Article 103(a) TRLGDCU.

7. How to cancel or request a refund

Email support@web-translate.com with your order reference and what you’d like to change. We confirm receipt and, where a refund is due, process it to your original payment method within 14 days of confirming your cancellation.

If a stamped paper copy is lost or damaged in transit, tell us and we will arrange a replacement at no extra cost. This does not apply to digital deliveries, which are not subject to postal loss.