Refund Policy

1. Our Commitment

We believe in fair dealing. If you are dissatisfied with our service or your circumstances change, we will work with you to reach a reasonable resolution. This policy outlines when and how refunds are granted.

2. Cancellation Within 15 Minutes

You may cancel your order and receive a full refund within 15 minutes of payment, provided work has not yet begun. Cancellation is available directly through your order status page. After 15 minutes, or once a translator has accepted the order, cancellation is no longer available.

3. Partial Refunds for Page Discrepancies

If the actual page count of your documents differs significantly from your quoted page count:

• If you undercounted (actual pages > quoted pages), we reserve the right to request additional payment before delivery.
• If you overcounted (actual pages < quoted pages), we will issue a partial refund for the difference.

Page count is determined using our standard measurement: one page equals approximately 250 words. For quarter-page counting, any partial page counts as a full page.

4. Quality Concerns and Disputes

If you believe the translation does not meet our quality standards, please submit a detailed change request through your order portal within 14 days of delivery. We will review your concerns promptly.

If, after review, we determine that the translation contains material errors or fails to meet the agreed specifications, we will:

• Correct the errors at no additional charge, or
• Issue a partial or full refund if correction is not feasible.

This does not cover subjective preferences regarding wording style where the translation is technically accurate.

5. When Refunds Are Not Available

Refunds are not provided in the following circumstances:

• The order has been completed and delivered, and no quality issues are identified
• The client changes their mind after work has begun or been completed
• The client provided incomplete or incorrect source materials
• The receiving institution rejects the translation for reasons beyond our control (e.g., changed requirements)
• The client misses the 14-day change request window

6. How Refunds Are Processed

All refunds are processed to the original payment method via Stripe. Refunds typically appear within 5–10 business days, depending on your bank or card issuer. You will receive an email confirmation once the refund is initiated.

7. Questions About Refunds

If you have questions about this policy or a specific refund request, please contact us at hello@enlatin.net or through your order portal.