Refund Policy

Last updated July 2026

This Refund Policy explains when and how CertifyTranslate provides refunds, cancellations, or remedies for orders placed on our platform. By placing an order, you agree to the terms of this policy. Please read it before ordering. Contact us at support@certifytranslate.org with your order number if you have questions about your specific situation.

Overview of Refund Eligibility

You may be eligible for a full or partial refund in the following circumstances:

  • You cancel your order before work has begun (full refund of translation fee).
  • You cancel your order after work has begun but before completion (prorated refund based on work completed).
  • We fail to deliver your translation within the stated turnaround time window through no fault of yours.
  • The translation quality falls significantly below our standards and cannot be resolved through revisions.
  • Your USCIS submission is rejected due to a translation error and a revised translation is also not accepted (full refund — see USCIS Acceptance Guarantee below).

Non-Refundable Situations

We do not issue refunds in the following situations:

  • The translation has been completed and delivered to you.
  • USCIS rejected your application for reasons unrelated to our translation (such as missing forms, eligibility issues, or incomplete applications).
  • Your document was rejected by an institution other than USCIS, unless you purchased the Order Protection Plan and the rejection qualifies under its terms.
  • Errors in the original source document you provided (such as incorrect names, dates, or information in the original).
  • You provided incomplete or inaccurate instructions about the purpose of the translation or the requirements of the receiving institution.
  • Notarization has been completed and signed.
  • Shipping fees once a package has been dispatched.
  • Same-day or priority service fees once the order has been processed at that priority level.
  • The Order Protection Plan fee once an order has been submitted.

Order Cancellations

Once an order has been accepted and assigned to a translator, it generally cannot be cancelled. If you wish to cancel before work begins, contact us at support@certifytranslate.org as soon as possible with your order number. We will review your request and apply the following refund structure:

  • Not yet assigned to a translator: Full refund of the translation fee.
  • Work in progress: Prorated refund based on the number of pages or words completed at the time of cancellation.
  • Work completed: No refund of the translation fee.

Add-on services that have not yet been initiated are fully refundable when an order is cancelled. Add-ons already started or completed are non-refundable.

Order Changes

If you need to change your order — such as correcting a language pair, updating uploaded files, adjusting page count, or changing a delivery option — contact us as early as possible. Changes are easiest to accommodate before a translator is assigned. Once translation work has begun, changes to source material may not be possible without restarting the project, which may involve additional cost or affect your delivery estimate. We will do our best to accommodate reasonable requests at any stage.

Turnaround Times and Delivery Delays

Estimated turnaround times are provided at checkout based on historical performance. They are calculated from the time a translator is assigned — not from the time of payment. These estimates are not guaranteed delivery times.

Turnaround time may be affected by: illegible or incomplete source documents, incorrect language pair selection, high order volume, or translator unavailability after assignment. We will notify you of any significant delay and reassign your order as quickly as possible.

If we fail to deliver your completed translation within the stated turnaround time window through no fault of yours, and the delay materially affects your ability to use the translation for its intended purpose, please contact us. We will review delay-related refund requests on a case-by-case basis.

Translation Quality and Revision Requests

We stand behind the quality of our translations. If you are not satisfied with the accuracy or quality of your completed translation, contact us within 30 days of delivery with specific details about the errors or concerns. We will review your feedback and, where valid, provide free revisions.

Free revisions are provided when: the source document has not changed, the errors are attributable to our translator's work, and the request is submitted within 30 days of delivery. Revisions are not free when the source document has been updated, the customer's requirements have changed, or the concern is a stylistic preference rather than a translation error. Requests of the latter type will be reviewed and may be subject to additional fees.

Translation involves professional judgment. Different translators may make different but equally valid word choices, particularly with proper nouns, technical terms, and idiomatic expressions. If you have specific terminology requirements, please include them in the Additional Details field when placing your order.

If a translation error is significant and cannot be adequately resolved through revisions, we may at our discretion offer a full or partial refund or a re-translation.

USCIS Acceptance Guarantee

Every certified translation we deliver is prepared in accordance with USCIS requirements under 8 CFR 103.2(b)(3). We guarantee acceptance by USCIS for all certified translations submitted to USCIS for immigration purposes.

If your USCIS submission receives a rejection or Request for Evidence (RFE) due to a translation error or certification issue attributable to our work, we will revise your translation at no additional cost. To initiate a claim, contact us at support@certifytranslate.org with a copy of the USCIS rejection notice or RFE within 90 days of receiving it.

If a corrected translation is still not accepted by USCIS, we will issue a full refund of your order total.

To be eligible for a refund under this guarantee, you must: (1) clearly state at the time of ordering that the translation is for USCIS submission, and (2) provide documentation from USCIS confirming rejection or the RFE.

This guarantee covers USCIS only. For other institutions — courts, universities, foreign governments, employers — verify their requirements before ordering. We are happy to answer questions before you place your order.

Order Protection Plan Claims

Customers who purchased the Order Protection Plan ($9.99/order) may submit claims for the following:

  • Lost or damaged shipments: Contact us within 90 days of original delivery with documentation of the shipping issue. We will re-process and reship at no additional cost.
  • RFE due to translation error: Contact us within 90 days of receiving the RFE with a copy of the notice. We will re-process at no additional cost.
  • Translation errors after delivery: Contact us within 90 days of delivery with details. We will re-translate the affected content at no additional cost.

Claims are reviewed on a case-by-case basis. The plan does not cover cases where the customer submitted illegible or incomplete source documents, selected an incorrect language pair or document type, or where changes to the document were made by the customer after delivery. The plan covers re-processing only — not monetary compensation.

Notarization Policy

Notarization is an optional add-on service available for an additional fee. A notarized translation includes a signed and stamped Certification of Translation document completed by a licensed Notary Public, confirming the translator's identity and attestation. The notary verifies who signed the document — not the accuracy of the translation itself.

Once a notarization has been completed and signed, the notarization fee is non-refundable. If the underlying translation requires revision, we will re-notarize the corrected translation at no charge when the need for revision is attributable to our error.

Shipping Issues

We ship via USPS and other carriers. Once a package is handed to a carrier, CertifyTranslate is not responsible for delays, damage, or loss caused by the carrier. If you experience a shipping issue, contact us immediately at support@certifytranslate.org. We will assist you in filing a claim with the carrier and exploring available solutions.

Customers with the Order Protection Plan are covered for lost or damaged shipments — we will re-process and reship at no additional cost. Customers without the plan may be offered a replacement shipment at an additional fee, at our discretion.

Refund Eligibility for Volume and Business Orders

For business customers who have arranged deferred payment terms, refund requests must be submitted before payment is due. If a refund is approved, it will be applied as a credit against any outstanding balance or refunded to the payment method on file.

How to Request a Refund

Contact us at support@certifytranslate.org with: (1) your order number, (2) the email address used to place the order, (3) a description of the reason for your refund request, and (4) any supporting documentation. We will review your request and respond within one to two Business Days. Approved refunds are processed to the original payment method and may take three to ten Business Days to appear, depending on your bank or card issuer.