Refund policy

Last updated: 2026-05-26

Thank you for choosing us for your certified translation services. Due to the nature of certified translation services, our refund policy is designed to reflect the custom and irreversible work involved in each order.

1. Digital Services (Certified Translations)

By placing an order and requesting that work begins immediately, you explicitly acknowledge and agree that your right of withdrawal under EU Directive 2011/83/EU is waived once the service has commenced. If you do not wish to waive this right, please do not request immediate commencement of work. For orders where work has not yet started, you retain the right to cancel within 14 days of purchase for a full refund.

All translation services are custom-made and delivered electronically. As such:

  • Once work has started, orders are not eligible for a full refund. However, we may, at our discretion, issue a partial refund based on the work completed at the time of cancellation.
  • Once the translation has been delivered, the order is considered completed and non-refundable.

However, we stand behind the quality of our work:

If you believe your translation contains an error or does not meet the agreed requirements, you may request a revision free of charge within 5 business days of delivery.

Revision requests must clearly describe the issue and refer to the original source content.

2. Digital Delivery Timeframes

We aim to deliver all certified translation orders within the estimated timeframe communicated at the time of purchase.

If delivery of the completed digital translation exceeds the agreed timeframe by more than 48 hours (excluding any periods where the order is paused under Section 4.3 of our Terms & Conditions), you may contact us to review your case.

Depending on the circumstances, we may, at our discretion:

  • Offer a partial refund for the delay;
  • Provide a discount or store credit for future use;
  • Expedite completion of the order at no additional cost.

Exclusions:
Delays caused by factors outside our reasonable control are not covered under this clause. This includes, but is not limited to, the events described under the Force Majeure clause of our Terms of Service, as well as customer delays in responding to clarification requests, incomplete or illegible source documents, and carrier or postal disruptions.

Delivery is considered complete once the final translation has been sent to the email address provided at checkout or made available via the agreed delivery method.

3. Order Cancellations

You may request a cancellation before work has started for a full refund.

If work has already started, we reserve the right to issue a partial refund based on the work completed at the time of cancellation.

4. Refund Processing

Approved refunds will be processed within 5 business days of confirmation. Refunds will be issued to the original payment method used at checkout. Processing times may vary depending on your bank or payment provider and are outside our control.

5. Physical Delivery

If you order physical copies of your certified translation:

  • A tracking number will be provided;
  • The carrier is responsible for delivery performance;
  • We are not responsible for delays, customs processing, or delivery issues once the order has been handed to the carrier.
  • Any issues arising after dispatch must be resolved directly by the customer with the carrier. We are unable to intervene in carrier operations or file claims on your behalf.
  • If a re-shipment is required for any reason, the customer will be responsible for covering all applicable shipping fees for the new shipment.
  • Shipping fees are non-refundable once an order has been dispatched. 

For shipments to destinations outside the European Union, customs duties, import taxes, and any related fees levied by the destination country's customs authority are the sole responsibility of the customer. These charges are not included in the order price or shipping fee and are determined by the destination country's regulations. We have no control over these charges and cannot predict their amount. If a shipment is refused or unclaimed due to unpaid customs duties, the customer will not be entitled to a refund of the order or shipping costs, and any re-shipment will be subject to additional shipping fees as set out in the clause above.

6. Incorrect Information Provided by Customer

We are not responsible for errors resulting from:

  • Incorrect or incomplete information submitted by the customer;
  • Poor-quality, illegible, or incomplete source documents;
  • Delayed or missing customer confirmations during the clarification process.

In such cases, refunds will not be issued. Revisions may still be offered at our discretion.

7. Alternative Dispute Resolution 

In accordance with EU Regulation No 524/2013, we are required to inform you of the existence of the European Online Dispute Resolution (ODR) platform, accessible at https://ec.europa.eu/consumers/odr. We are not obliged to participate in alternative dispute resolution proceedings, but you may use the platform to submit a complaint.

8. Contact Us

If you have any questions about your order or this policy, please contact us: 

Trade name: Doc.Translate

Phone number: +351 920821183

Email: hello@doctranslate.com.co

Physical address: Avenida da Igreja 66, 6 DTO, Lisboa, 1700-240 Lisboa, Portugal 

Response time: 48 hours, excluding weekends or holidays 

By placing an order, you confirm that you have read, understood, and agreed to this Refund Policy.