Refund & Correction Guarantee
Our promise on accuracy: if a mistake is ours, we correct it free — and here’s exactly how refunds and corrections work.
We stand behind every certified translation we deliver. This policy explains our accuracy guarantee, how free corrections work, and the circumstances in which a refund applies. Our aim is simple: your document should be accepted the first time — and if something is wrong on our side, we put it right.
Our Accuracy Guarantee
Every translation is reviewed for accuracy before it is delivered. We guarantee that your translation is a true and complete rendering of the document you supplied, certified to the standard UK authorities expect. If we make an error, we fix it at no cost to you.
Free Corrections
- ✓If the translation contains an error on our part — a mistranslation, typo, or missing element — we correct it free of charge
- ✓If a UK authority rejects the document due to our error, we correct and re-issue it at no cost
- ✓Corrections are prioritised, especially where you are facing a deadline
How to Request a Correction
Contact us with your order details and a description of the issue. If an authority has rejected the document, include their reason where possible — this helps us identify and resolve the exact problem quickly. We will review and, where the error is ours, correct and re-deliver.
When a Refund Applies
A refund may be issued where:
- ✓We are unable to correct a genuine error on our part to an acceptable standard
- ✓Work has not commenced and you cancel an order (see cancellations below)
- ✓We agree, at our discretion, that a refund is the fairest resolution
What Is Not Covered
Our guarantee covers our translation work. It does not cover:
- ✓Errors that originate in the source document you supplied
- ✓Rejections caused by a receiving authority’s specific requirement that was not communicated to us
- ✓Requests to change correct content (for example, altering a name that matches the original)
- ✓Outcomes decided by third parties, such as a visa or court decision
If you’re unsure whether an issue is covered, just ask — we’ll always look at it fairly.
Cancellations
If you cancel before we begin work, you are entitled to a full refund. If translation has already started, we may retain a proportionate amount reflecting the work completed. We will always explain any deduction clearly.
Timeframe for Requests
Please raise any accuracy concern promptly after delivery so we can resolve it while your deadline still allows. We handle correction requests as a priority and aim to turn them around quickly.
Need a correction?
Send us the issue and the authority’s reason if there is one — we’ll act on it quickly.