You see the whole translation before you pay, so there should be few surprises. This page explains what happens when something still needs fixing. To ask for a correction or a refund, write to info@translatura.com with your certificate number or the email address you ordered with.
Corrections are free
If the certified translation contains a mistake — a wrong letter in a name, a wrong date or number, a missing stamp, a mistranslated term — tell us and we will correct it and send you a new package at no charge. We aim to do this within one working day.
If you need a name spelled as in your passport and did not tell us when ordering, we will change it free of charge as well. Send us the spelling exactly as it appears in the passport.
We can make corrections for 90 days after delivery. After that your documents are deleted from our systems, as described in the Privacy Policy, and a correction would require a new order.
When we refund in full
- We cannot complete your order — for example, the document cannot be read and a better photo is not possible.
- The document turns out to be in a language we do not certify.
- You cancel before the package has been delivered.
- The translation contained a mistake that we were unable to correct.
- An authority refused the translation because of an error in it or in the certificate, and a corrected package did not solve the problem. Please send us the refusal or tell us what the authority said.
When we do not refund
- The package was delivered, it is accurate, and you no longer need it.
- An authority requires something other than a certified translation — for example a sworn, notarised or legalised translation, or the original document. We explain what our certificate covers in the Terms of Service.
- The photos you uploaded were of the wrong document.
If you are unsure which of these applies to you, ask us. We would rather fix a problem than argue about it.
How refunds are paid
Refunds go back to the card or payment method you used. We issue them within 14 days of agreeing the refund; your bank may take a few more days to show it.
The free preview
The preview costs nothing, so there is nothing to refund. If you do not order, your photos and the draft are deleted automatically after 7 days.
Your legal rights
This page describes what we offer in addition to the law. It does not limit the rights you have as a consumer when a service is not provided as agreed.