Effective date: September 18, 2026
Last updated: September 18, 2026
This policy explains when a translation or other language-service order may be canceled, when a refund may be available, and how eTranslata handles quality concerns. Each project reserves professional capacity and may require us to commit payment to a translator or other specialist. Please review the source files, scope, deadline, and receiving-authority requirements before authorizing work.
1 Before work begins
You may cancel an order for a full refund if you contact us before the project has been assigned to a language professional and before any work has begun. Send the request immediately to support@etranslata.com with the order number. Approved refunds are issued to the original payment method. Banks and payment providers control posting times.
2 After assignment or work begins
Once a project has been assigned and work has begun, it cannot ordinarily be canceled and the payment is nonrefundable. At that point, eTranslata has reserved professional capacity and the translator or specialist has started compensable work. If you ask us to stop, we may stop further work when reasonably possible, but stopping does not create a right to a refund.
This rule is subject to any cancellation or refund right that applicable law does not allow you to waive. It also does not excuse eTranslata from providing the agreed service or an appropriate remedy if we materially fail to do so.
3 Changes requested after work begins
Changes to source material, language pair, instructions, purpose, certification, format, or deadline may require a revised quote. We will not treat new or changed material as a free revision. If you decline the revised quote, the original order remains payable and we may deliver the work completed under the original scope.
4 Delivery and free correction process
If you believe the delivered translation contains an in-scope error or omission, contact support@etranslata.com within 10 calendar days after delivery. Include the order number, the relevant source passage, the translated passage, and a description of the concern. We may ask you to consolidate comments and provide terminology or recipient instructions.
We will review reported in-scope concerns and make reasonable corrections without additional charge. This correction process is the first remedy for a quality concern. We may use the original translator, an editor, or another qualified reviewer. We will continue reasonable review and correction during the review period until the translation is ready for final acceptance, provided the requests remain within the approved scope.
5 What free revisions cover
- A mistranslation, omission, typographical error, or formatting error within the agreed scope.
- A failure to follow terminology or instructions supplied and accepted before work began.
- A reasonable correction needed to match the approved source text and stated purpose.
6 What free revisions do not cover
- New, corrected, or changed source material supplied after authorization.
- A new audience, purpose, tone, dialect, certification, file format, or receiving-authority requirement not included in the quote.
- Subjective preference changes where the delivered wording is accurate and consistent with the approved brief.
- Edits made by the customer or a third party after delivery, except where needed to identify a reported concern.
- Reformatting or additional services not included in the order.
7 Final acceptance
Final acceptance occurs when you confirm acceptance in writing, use or submit the deliverable without reserving a reported issue, or do not request an in-scope correction within 10 calendar days after delivery. After final acceptance, payments are final and no refund is available except where required by law. We may choose to review a later-reported concern as a customer-service courtesy, but doing so does not reopen acceptance or create an ongoing obligation.
8 When eTranslata may issue a refund
If eTranslata cancels before delivery, cannot provide a material part of the paid service, or confirms a material in-scope defect that it cannot reasonably correct, we may provide a full or proportionate refund for the affected service. The amount will reflect the unprovided or materially nonconforming portion. Nothing in this paragraph limits a remedy required by applicable law.
9 Third party rejection
A court, agency, university, employer, bank, or other recipient may apply requirements outside our control. Rejection does not automatically qualify for a refund. We will review whether the deliverable failed to meet a requirement that you disclosed and we accepted before work began. If we made an in-scope error, we will correct it. A refund or acceptance guarantee applies only if stated in writing in the quote or order confirmation.
10 Rush fees shipping and third party charges
Rush fees and completed service fees are nonrefundable after the related work begins. Shipping, notarization, legalization, apostille, courier, payment-provider, and other third-party charges are refundable only to the extent we can recover them, unless law requires otherwise. A delay caused by incomplete files, changed instructions, unavailable feedback, or a third-party carrier does not create a refund right.
11 Duplicate payment or billing error
Contact us promptly if you believe you were charged twice or billed incorrectly. We will investigate and correct confirmed billing errors. Please give us a reasonable opportunity to resolve the issue before initiating a payment dispute. Nothing in this policy limits rights available through your card issuer or applicable law.
12 How to request cancellation correction or refund review
Email support@etranslata.com and include your name, order number, request type, and supporting details. We may verify identity and request additional information. We aim to acknowledge requests within two business days. Refund decisions are communicated in writing and approved refunds are returned to the original payment method when practicable.
13 Mandatory local rights
This policy does not limit rights that cannot be waived under the law that applies to you. For example, certain consumers outside the United States may have statutory withdrawal rights for distance contracts. If you expressly request immediate performance during a statutory withdrawal period, you may be responsible for the proportion of services performed, and the right may end after full performance where law permits and required consent and acknowledgment were obtained.
Contact
eTranslata, LLC
7901 4th St N Ste 300, St. Petersburg, FL, US 33702
support@etranslata.com
https://etranslata.com