This Refund Policy pertains to all the services offered by PoliLingua Services.
Cancellation Policy
Translation Services
Once your order is confirmed, we engage a translator promptly to do the project within the time required. If something occurred and you wish to cancel your order, please notify us immediately. A full refund will be granted if your project has not yet been assigned. Regrettably, we cannot issue a refund once a translator has been engaged. It's important to take into notice that we typically assign projects immediately upon order receipt.
Partial Cancellation
We do allow partial cancellations for certain services that are no longer required if the following conditions are met:
- The request has not been executed, such as for physical copies when electronic versions suffice. A refund for the hard copy cost can be provided if the translation has not been dispatched.
- The cancellation request is submitted via email to the person in charge of your project.
Interpretation Services
Please be aware of our cancellation policies for interpretation services:
- Cancellations made within 3 days of the project will incur a 50% cancellation fee.
- Cancellations made within 24 hours of the scheduled job will result in a 100% cancellation fee.
Edits
Requests for edits involving name spellings, word preferences, or synonyms not initially provided during the translation order, as well as corrections for unclear words identified during a scan, are accepted. PoliLingua promptly addresses such edit requests. You can request edits for our translations as often as necessary. However, please note that edit requests do not qualify for cashback or refunds.
Mistranslations or Errors
Our commitment is to consistently deliver accurate translations. We maintain a quality control process to ensure our translations are of high quality and free from errors or mistranslations. If you come across any mistranslations or errors in your translated document, please inform us immediately so we can rectify the issue.
Provisions:
- Refunds will not be issued if you did not provide word preferences or name spellings in advance.
- If a mistranslation or error is due to our oversight and failure to meet quality standards, you can reject the translation and request a refund.
- Refunds will be considered if the error resulted from our failure to adequately proofread the translated document. The refund amount will be determined based on the degree of compromised quality. We are not liable beyond correcting errors or providing refunds.
Missing Pages
Despite our rigorous quality control process, instances of missing sections or pages may occur. If you receive a translation with omissions, promptly notify us via phone, email, or online chat. We will promptly rectify the omission. You can choose to reject the translation of the missing part or request a partial refund proportional to the missing content.
Formatting: If you fail to provide a clear scan of the source document or have not opted for desktop publishing (DTP), we cannot ensure an exact format match with the original. In such cases, refunds cannot be provided. Plain text translation will be offered if the scanned image is unclear.
Delivery Delays
To ensure accuracy, each translation project undergoes strict workflow and quality assurance procedures. Our delivery times, based on 2,000 words per day, are specified in each quote. Conditions for refunds due to delivery delays are as follows:
- Less than 12 hours delay from agreed time: 10% refund
- Delays exceeding 24 hours from the agreed submission time: 15% refund
- Projects exceeding 5,000 words are subject to individual discussion.
This policy comprehensively outlines the terms related to cancellations, edits, errors, delivery delays, and various service aspects provided by PoliLingua.
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