Refund Policy

Last updated: October 2, 2026

Overview

The following outlines our policy regarding order changes, cancellations, delivery times, quality assurance, revision requests, and refunds. Please read it carefully before placing an order to make sure you understand and agree to our terms.

If you believe your order qualifies for a refund, or have any questions about this policy, please submit your request via our Contact Us page, and we will review it and respond promptly.

1. Order Changes

Before translation work has begun, you may contact us to modify your order, including adding or removing files, changing the target language, or updating the spelling of names in a file.

Once translation has begun, changes are generally not possible, as they may interrupt the workflow or require re-translation. However, we will do our best to accommodate your request if the work is still in an early stage. Please note that significant changes may result in adjustments to the price or delivery time.

2. Cancellations and Refunds

How to Apply

While an order is in "Processing" or "Completed" status, you may click "Request Refund" on the order detail page, state your reason, and submit a ticket. Our operations team typically reviews requests within 1–2 business days, and you will be notified of the outcome by email.

Refund Amount

Refunds for translation services are determined proportionally based on work progress:

  • Full refund — the translation has not yet been assigned to a translator
  • Partial refund — translation is in progress; the refund is reduced by the completed portion
  • No refund — the translation has been completed and delivered; if you have quality concerns, please first submit a revision request

Refund Destination

Payment for an order may consist of cash, main account balance, and bonus account balance, and refunds are processed for each component separately:

  • The cash portion (WeChat Pay / Alipay) is refunded via the original payment channel; Alipay refunds arrive in real time, WeChat Pay refunds typically arrive within 1–5 business days
  • The main balance portion used is refunded back to your account's main balance, proportional to the refund, and can be used for future orders or, where eligible, withdrawn
  • The bonus balance portion used, being a promotional credit, is not refundable

If your order was paid entirely from account balance (no cash), the refund will be credited entirely to your account's main balance.

Referral Cashback Clawback

If you placed your order through someone else's referral link and that order generated a referral reward, we will claw back the corresponding portion of the previously issued cashback from the referrer's main balance, in proportion to your refund. This rule is disclosed to referrers when they register a referral relationship.

3. Delivery Time

The estimated delivery time is provided at the time of order based on historical data. Because all translations are performed by professional human translators, we cannot guarantee an exact timeline, but we make every effort to deliver on time or early.

Delivery time is calculated from when the translator begins work. Delays during order processing (such as unrecognizable files, discrepancies in word count, or an incorrect language pair) may affect the start time and change the original estimate.

4. Quality Assurance

Translation quality can be somewhat subjective, as the same phrase may have multiple reasonable translations depending on context. Our translators apply professional judgment to produce accurate, natural translations, but word choice may vary based on a translator's experience and understanding of the source text.

We are committed to ensuring your satisfaction with the final result. If a translation does not meet our quality standards and cannot be resolved through revision, we may, at our discretion, issue a refund or provide a free re-translation.

5. Revision Requests

You may submit a revision request via the order page within 24 months of order completion.

Free Revisions (unconditional, within 24 months):

The following three categories of issues are considered translation quality issues and are eligible for unlimited free revisions:

  • Minor errors (spelling errors, grammar errors, incorrect numbers/dates, missing paragraphs)
  • Accuracy issues (omissions, mistranslations, misunderstanding of the source text)
  • Formatting and compliance (not following the glossary, non-compliant layout, not meeting USCIS-Ready formatting standards)

Not Covered by Free Revisions (may require additional payment or may be declined):

  • Changes to the content of the source file — re-quoted based on the additional word count
  • Preference-based changes — the translation itself is not incorrect, but you'd like a different style; handled at our discretion
  • Requests beyond the scope of the original order — additional layout work or services not included in the original order; we recommend placing a new order

Most revision requests involve proper nouns (personal names, place names, institution names). Please provide the correct spelling at the time of ordering to avoid delays and ensure translation accuracy.

6. USCIS Acceptance Guarantee

Our immigration translation documents are prepared to meet USCIS requirements (USCIS-Ready), including a complete Certificate of Translation Accuracy and translator qualification information. If your translated document is rejected by USCIS due to a formatting or certification issue (not an issue with the content of the file itself), we will provide a free revision or a full refund.

7. Contact Us

If you need to request a refund or have any questions, please contact us: