Refund and Returns Policy

Last Updated: December 15, 2025

At CertOf™, we aim to deliver fast, accurate, and trustworthy certified translation services. This Refund and Returns Policy (the “Policy”) explains when you may be eligible for a refund, revision, or compensation, and the evidence required for each request. Certain sections of this Policy describe a “Beyond-Refund” compensation commitment.

This policy is incorporated into and should be read together with our Terms of Service. If this policy offers a specific commitment that differs from the general limitations in our Terms of Service, this policy will control for that specific commitment.

1. 30-Day Money-Back Guarantee

Within 30 days from the date of your payment, you may request a full refund if you encounter any of the situations below and you provide the required evidence.

1.1 Conditions for a Full Refund

Official rejection related to the translation. The certified translation deliverable is formally rejected by a government agency, academic institution, court, or other official body, and the rejection indicates that the issue relates to the translation (for example, translation content, completeness, or the certification statement) rather than unrelated submission requirements.
Critical content errors. The final deliverable 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 deliverable after successful payment due to a technical failure on our part.

1.2 How to Request a Refund

Send your refund request to [email protected].

Please include:

Your order number or the email address used for the purchase.
A brief explanation of the issue.
Supporting evidence corresponding to your reason for the request, as described below.

Supporting evidence:

For official rejection: A clear screenshot or photograph of the official rejection notice. The notice should indicate that the rejection relates to the translation.
For critical errors: A clear description of the errors and where they appear in the deliverable.
For delivery failure: A brief description of the issue and, if available, screenshots of the error.

Refund requests must be submitted within 30 days of payment. If an official rejection occurs after this period, you may still be eligible for a free correction or replacement deliverable under Section 2.1 where applicable, but a refund may not be available unless required by law.

We aim to review complete requests promptly and typically respond within 48 hours (or 2 business days on weekends/holidays). Complex cases or incomplete evidence may require additional time. If a refund is approved, it will generally be issued to the original payment method or original payment path where feasible, subject to the processing time of the payment provider and your financial institution. If a refund is issued, access to the affected deliverables and any related online verification feature may be disabled where feasible, and you must not use refunded deliverables for any official submission.

1.3 Free Corrections (or Revisions)

If you identify objective errors in critical information (for example, names, dates of birth, passport numbers, or addresses), please contact us with clear references to the issue. Where the issue is verified and caused by our deliverable (and not by the source document or your instructions), we will provide a correction or replacement deliverable at no additional charge, where feasible.

2. “Beyond-Refund” Compensation Guarantee

We understand that accurate translations can be critical for time-sensitive applications (for example, visas or legal proceedings). To demonstrate accountability for verified quality failures, we offer the “Beyond-Refund” Compensation Guarantee described below.

2.1 Triggering Condition for Compensation

This guarantee may apply only under the following specific and severe circumstance:

The deliverable contains a clear, objective translation quality error that directly and solely causes the rejection of your official application, and that rejection results in a documented, non-refundable official fee loss for you.

Compensation under this section is limited to documented, non-refundable official fees that are directly and solely attributable to a verified translation quality error in our deliverable. It does not cover indirect or incidental losses (for example, travel expenses, legal fees, lost wages, missed deadlines, business interruption, or opportunity costs).

Where feasible, we may first offer a free correction or replacement deliverable before processing compensation, unless an official deadline makes correction impracticable.

2.2 Compensation Amount

Standard users: Up to a maximum of 10 times the translation fee paid for the affected order.
Premium users: Up to a maximum of 20 times the translation fee paid for the affected order.

Example (illustrative only): A standard user pays a $9.99 translation fee. An official application is rejected due to a verified translation error, resulting in a documented, non-refundable $150 official fee loss. After meeting the conditions, the maximum compensation cap would be $99.90 ($9.99 × 10). All prices, currencies, and any applicable taxes are as shown at checkout; examples are illustrative only.

2.3 How to Apply for Compensation

Compensation claims must be submitted within 30 days after you receive the official rejection notice (or within any shorter deadline imposed by the relevant authority), and you must provide the required evidence described below.

Send your compensation claim to [email protected].

You must provide:

Proof of official rejection: An official notice explicitly stating that the application was rejected or terminated due to errors in the translation deliverable.
Proof of financial loss: An official receipt or payment record for the non-refundable fees lost as a direct result of the rejection.

We will review your claim and may request additional information to verify causation and eligibility. If approved, we will confirm the compensation amount and issue the payment via an available payout method (for example, the original payment method where feasible, or another method we agree with you), subject to applicable law and provider processing times.

This compensation is separate from a refund of the original translation fee. An approved compensation claim does not automatically include a refund of the translation fee unless separately approved under Section 1. If compensation is approved, we may require you to accept a corrected replacement deliverable where feasible as part of the resolution.

3. Exclusions from This Policy

To ensure fairness, this Policy does not apply to the following situations:

Source document issues: You uploaded an incorrect, incomplete, blurry, or otherwise illegible source document, leading to translation inaccuracies.
Change of mind: You request a refund for personal reasons (for example, “I no longer need it” or “I changed my mind”) after successfully paying for and downloading the deliverable.
Stylistic preferences: You are dissatisfied with the style, tone, or wording of the translation, but the translation is objectively accurate in meaning and critical information.
User error: Issues arising from your own actions, such as submitting the wrong file to an agency, altering the deliverable before submission, or missing an application deadline.
Recipient-specific requirements or policy changes: Rejection or non-acceptance due to recipient-specific requirements (for example, notarization, legalization, apostille, sworn translator requirements, NAATI certification, ATA certification, or a specific certification format) or policy changes that are not caused by an objective translation quality error.
Altered deliverables: Deliverables that have been edited, modified, or re-formatted by you or any third party after delivery.
Payment disputes: If you initiate a chargeback or payment dispute, we may pause review or processing until the dispute is resolved, to the extent permitted by law.

4. Premium Subscription Refunds

If you purchase a Premium plan, the Premium-specific refund terms in this section apply in addition to, and separately from, the 30-Day Money-Back Guarantee and the “Beyond-Refund” Compensation Guarantee.

4.1 Plan Basics

Monthly plan. Premium is an optional monthly plan that includes a page allowance as shown at checkout.
Non-renewal. Premium is a monthly plan and does not automatically renew unless explicitly stated at checkout.

4.2 Eligibility and 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 monthly allowance resets at the end of each month; unused pages do not roll over.

4.3 What “Pages Used” Means

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

Page counting is based on the page count displayed in the Services at the time of processing. If your file contains multiple documents, pages are counted across all processed pages under the Premium allowance for that billing month.

All prices, currencies, and any applicable taxes are as shown at checkout. The examples below are illustrative only.

4.4 Examples (Illustrative Only)

If you paid US $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.

4.5 How to Request a Premium Refund

Email [email protected] with the subject line “Premium Refund”. Please include your order number (or purchase email) and the number of pages used in the current month.

We aim to review complete requests promptly and typically respond within 48 hours (or 2 business days on weekends/holidays). Once approved, the refund will be issued to your original payment method or original payment path where feasible, subject to provider processing times.

5. Updates and Statutory Rights

To the extent permitted by applicable law, CertOf™ reserves the right to interpret and apply this policy in good faith and may update it as our business evolves. We will post updates on this page and revise the “Last Updated” date.

This policy does not affect any statutory rights you may have under applicable law.

6. Contact

If you have questions about this policy or want to submit a request, please contact us at [email protected].

You may also find additional contact options on our Contact page: https://certof.com/contact/.