Refund Policy

Canceling

After that the order runs. There is no partial cancellation once work has started, and we do not offer one on request: the window is stated at checkout and repeated in your confirmation email, and a philologist has by then begun reading your document. What you can still do is ask for changes, which is a different remedy and a more useful one.

If you never complete payment, the order expires after two hours and is canceled automatically. You will receive an email telling you so; nothing is charged, and you are welcome to order again.

If the work is wrong

Raise it through your order portal within fourteen days of completion. Tell us what is wrong and, where an authority is involved, what they told you. We answer within the hour on urgent matters and within a day on everything else.

Where the fault is ours — an inaccuracy, an omission, the wrong certification form for the destination — we:

• Correct it at no charge, in the time the correction actually needs; or
• Refund the order in full where correction cannot serve the purpose.

What this does not cover is preference. Where a rendering is accurate and the register is right, a different word you would have chosen is not an error, and we will explain the choice rather than change it silently.

If we miss a deadline

If a receiving authority refuses the translation

This is where most disputes actually arise, so it is worth setting out precisely. Refusals fall into three kinds.

• Caused by our work. An inaccuracy, an omission, a certification in the wrong form for that office. Corrected free, or refunded in full. This is the remedy above and it is unconditional.
• Caused by an instruction you gave us. Clients sometimes ask for a rendering that departs from what the source says — most often a document title. A Greek ληξιαρχική πράξη γάμου is an extract from the marriage register, not a marriage certificate, and rendering it as the latter makes the translation say something the original does not. Where you instruct us to do so anyway, we tell you in writing before delivering and note the departure on the order. If that rendering is later refused, the work stands as instructed and no refund arises.
• Caused by neither. The office changed its requirements, wants an apostille on the original, wants a sworn translator registered with a particular court, or will not accept the underlying document at all. Not a translation fault — but tell us what they said and we will tell you what the document actually needs, at no charge, whether or not that means further work from us.

We would rather none of this happen, which is why we say so before starting when a document looks likely to be refused — a missing page, a name that will not match, or the wrong document for the form you are filing.

If the page count changes

Pages are counted from the document itself when you upload it, and the price is fixed at checkout. Where the count turns out to be wrong:

• Fewer pages than charged — we refund the difference without being asked. This includes pages that need no translation: An annex in English or any other desired target language attached to a Latin diploma, or a page already in the target language. You have liberty to deduct these pages from the total page count when ordering your translation.
• More pages than charged — we tell you before continuing and you decide whether to add them. We do not translate pages you have not agreed to pay for, and we do not withhold a finished translation over a page.

Free page tickets

A ticket applied to an order that is later refunded returns to your balance. Refunding an order never consumes a ticket, and a ticket has no cash value in either direction — it comes back as what it was.

When no refund arises

Stated plainly, so nothing here is a surprise:

• The translation was delivered as ordered and is accurate.
• You changed your mind after work began, past the fifteen-minute window.
• The source you sent was incomplete or illegible in a way we flagged before starting.
• The fourteen-day change window has passed without a request.
• The rendering you object to is the one you instructed, noted on the order at the time.

How a refund is paid

To the card you paid with, in the currency you were charged. It typically appears within five to ten business days depending on your issuer — that part is the bank’s timing, not ours. You get an email when we initiate it.

Asking

Through your order portal, which is fastest, or by writing to salve@enlatin.net with your order code. Always a real person reads it. We would rather settle a complaint than win one.