Refund and Returns Policy

Last Updated: August 04, 2025

At CertOf™, we are committed to delivering fast, accurate, and trustworthy certified translation services. We stand confidently behind our technology and results, backing our service with a robust guarantee to ensure your complete protection and satisfaction. This policy outlines our refund conditions and our unique “Beyond-Refund Compensation Guarantee.”

1. 30-Day Money-Back Guarantee

Within 30 days from the date of your payment, you are entitled to a full refund if you encounter any of the following situations:

Conditions for a Full Refund:
  • Official Rejection: The certified translation document provided by us is formally rejected by a government agency (e.g., USCIS), academic institution, court, or other official body.
  • Critical Content Errors: The final translated document contains significant, objective errors in critical information, such as names, dates of birth, addresses, passport numbers, or other key personal data.
  • Technical Delivery Failure: You are unable to download the final, non-watermarked certified document after successful payment due to a technical failure on our part.
How to Request a Refund:
  1. Send your refund request to our support team at: [email protected].
  2. In your email, please include your Order Number or the email address used for the purchase.
  3. Attach a proof corresponding to your reason for the refund:
    • For Official Rejection: Please provide a clear screenshot or a photograph of the official rejection notice. The notice should indicate that the rejection is related to the translation.
    • For Critical Errors: Please clearly point out the errors in your email.
    • For Delivery Failure: Please briefly describe the issue you encountered.

We promise to review your complete application and provide a resolution within 48 hours. Once approved, the refund will be processed to your original payment method.

2. Industry-Leading “Beyond-Refund” Compensation Guarantee

We understand the critical importance of an accurate translation for your vital applications (e.g., visa, legal proceedings). To demonstrate our commitment and accountability, we offer our exclusive “Beyond-Refund” Compensation Guarantee.

Triggering Condition for Compensation:

This guarantee is triggered only under a specific and severe circumstance:

The document we translated contains a clear quality error that directly causes the rejection of your official application, resulting in a direct financial loss for you (e.g., non-refundable application or visa fees).

Compensation Details:
  • Standard Users: We will compensate you for your documented financial loss, up to a maximum of 10 times the translation fee you paid.
  • Premium Users: We will compensate you for your documented financial loss, up to a maximum of 20 times the translation fee you paid.

Example: A standard user pays a $9.99 translation fee for a visa application. The application is subsequently rejected due to a translation error on our part, resulting in the loss of a $150 visa fee. After meeting the conditions, we will compensate the user $99.90 ($9.99 x 10).

How to Apply for Compensation:
  1. Send your compensation claim to [email protected].
  2. You must provide the following two pieces of evidence:
    • Proof of Official Rejection: The official notice explicitly stating that the application was rejected or terminated due to errors in the translation document.
    • Proof of Financial Loss: The official receipt or payment record for the fees lost as a direct result of the rejection (e.g., visa application fee receipt).
  3. Our team will review your claim. Upon approval, we will confirm the compensation amount and process the payment to you via PayPal within 48 hours.

Please Note: This compensation is intended to cover your consequential losses and is separate from a refund of the original translation fee. An approved compensation claim does not automatically include a refund of the translation fee.

3. Exclusions from This Policy

To ensure fairness, our Refund & Compensation Policy does not apply to the following situations:

  • Source Document Issues: The user uploaded an incorrect, incomplete, blurry, or otherwise illegible source document, leading to translation inaccuracies.
  • Change of Mind: The user requests a refund for personal reasons (e.g., “I no longer need it,” “I changed my mind”) after successfully paying for and downloading the document.
  • Stylistic Preferences: The user is dissatisfied with the style, tone, or wording of the translation, but the translation is objectively accurate in its meaning.
  • User Error: Any issues arising from the user’s own actions, such as submitting the wrong file to an agency or missing an application deadline.

4. Premium Subscription Refunds (Monthly Plan)

Premium is an optional monthly plan that includes a 10-page allowance and does not auto-renew.

Eligibility & Calculation
  • Unused Premium: If you have not used any pages under Premium in the current month, you may request a full refund of the Premium fee you paid.
  • Used Premium: Refund = Premium price paid − (US $19.99 × number of pages used in the current month). If you have used 5 pages or more, the Premium plan is not refundable.
  • Rollover: The 10-page allowance resets at the end of each month; unused pages do not roll over.
What “pages used” means

“Pages used” refers to the total number of pages processed under your Premium allowance for which a certified deliverable (e.g., final stamped PDF and/or its convenience DOCX) has been generated in the current month.

Examples
  • If you paid $99.90 for Premium and used 3 pages, your refund would be $99.90 − (3 × $19.99) = $39.93.
  • If you used 5 pages or more, the Premium plan is not refundable.
How to request a Premium refund
  1. Email [email protected] with the subject line “Premium Refund”.
  2. Include your Order Number (or purchase email) and the number of pages used this month.
  3. We will review and respond within 48 hours. Once approved, the refund will be issued to your original payment method.
Relation to other policies

This Premium-specific refund term is separate from our 30-Day Money-Back Guarantee and our Beyond-Refund Compensation Guarantee. The compensation guarantee covers documented consequential losses arising from translation errors and does not automatically include a refund of the Premium fee.

CertOf™ reserves the right to the final interpretation of this policy and may update it as our business evolves. We are committed to handling every customer request with fairness and transparency. If you have any questions, please do not hesitate to contact us at [email protected].

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