Last Updated: September 16, 2026

At CertOf™, every paid translation includes unlimited free human revisions. This policy separately explains eligibility and evidence requirements for refunds and compensation, including our Beyond-Refund compensation commitment.

Our normal resolution path is revision-first: if a verified issue can be corrected, we will usually provide a corrected or replacement deliverable before a refund or compensation review is completed. Refunds and Beyond-Refund compensation remain available only when the conditions below are met.

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. Refunds, Corrections and Acceptance 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.

Ordinary refund requests must be submitted within 30 days of payment. For the USCIS/UKVI acceptance guarantee in Section 1.4, contact us within 30 days of receiving the rejection notice, including when the notice arrives more than 30 days after payment. Statutory rights are unaffected.

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 Unlimited Free Human Revisions

Every paid CertOf translation includes unlimited free revisions by a professional translator. Request changes to translation content, name spellings, dates, terminology, formatting, layout, certification wording, or recipient-specific requirements for the original document. There is no limit on revision requests, and free revisions are not restricted to verified errors caused by CertOf. They also cover spelling preferences and clarifications needed to match your official records. Revision requests do not need to meet the eligibility requirements for refunds or compensation. The 30-day refund request window does not limit the number of free revisions.

1.4 USCIS/UKVI Acceptance Guarantee

100% USCIS/UKVI accepted (10x Compensation). Our acceptance guarantee covers our translation and certification: if either causes non-acceptance, we correct it free of charge. If we cannot resolve the issue, we refund the affected translation fee. Qualifying documented losses are also covered up to 10 times the applicable translation fee under our guarantee terms. This is a service guarantee, not a claim of a 100% historical acceptance rate, official endorsement, or a guarantee of visa or application approval.

Contact us with the official rejection notice within 30 days of receiving it. If our translation or certification caused the rejection and cannot be corrected, we refund the fee allocated to the affected translation, even if the notice arrives after the ordinary 30-day payment-based refund window. Qualifying documented losses are additionally covered under Section 2. Package-funded translations use the actual prepaid amount allocated to the redeemed coupons. Existing purchases retain the terms and benefits promised when purchased.

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

• Pay-per-Use: compensation up to 10 times the actual translation fee paid for the affected translation, excluding taxes, limited to the qualifying documented loss.
• 10x Package: the same 10x maximum applies, using the actual package payment allocated to coupons redeemed for the affected translation, plus any cash translation balance paid, excluding taxes. Each coupon is allocated one tenth of the price paid for its package; a $99.90 package allocates $9.99 per coupon, not its $14.99 face value. Amounts already refunded are not paid again.

Example (illustrative only): A standard user pays a $14.99 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 $149.90 ($14.99 × 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.

Qualifying compensation is separate from the refund of the affected translation fee. Under the acceptance guarantee, if our translation or certification issue cannot be resolved, we refund the affected translation fee; qualifying documented official fee losses may additionally be compensated under this section. A loss cannot be reimbursed twice.

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.
• Other requirements: visa eligibility, missing source documents, legalization, apostilles and other requirements outside the translation service are not covered. This does not exclude a USCIS/UKVI rejection caused by a defect in our translation or certification.
• 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. 10x Package Refunds

The 10x Package is a prepaid coupon package, not a membership. The package refund rules below are separate from the acceptance guarantee and translation-error remedies, which also apply to package-funded translations.

4.1 Plan Basics

• One-time purchase. Pay $99.90 for 10 single-use coupons worth $14.99 each. All coupons expire one year after successful payment. There is no monthly reset.
• Same translation service. Quality, certified PDF delivery, verification and up to 10x error coverage match Pay-per-Use. There is no recurring charge or separate membership tier.

4.2 Eligibility and Calculation

• Unused package: request a full refund within 30 days of purchase if none of its coupons have been used.
• Used package: within 30 days of purchase, refund = package price paid minus (US $19.99 × pages used), with a minimum refund of zero. If 5 or more pages have been used, no package refund applies. This does not remove separate remedies for our translation or certification errors.
• Coupon conditions: each coupon has a fixed $14.99 value and can be used once, by the purchase email address, on translation services only. Coupons may be combined, but cannot buy another package or be exchanged for cash. Unused value within a redeemed coupon is not carried forward. If prices change, any remaining balance and applicable taxes are shown before payment. Refunds cancel the remaining coupons associated with the refunded package.

4.3 What “Pages Used” Means

“Pages used” means the physical pages funded by redeemed package coupons for which a certified PDF has been delivered. At the current $14.99 page price, one fully redeemed coupon funds one page. We review the relevant redemptions and delivered page counts for a refund; unused coupons are not treated as used pages.

For a multi-page translation, only pages funded by the package are included in the package refund calculation. Other separately paid pages are not counted again. There is no monthly allowance or reset.

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 a package and used 3 pages, the package refund is $99.90 − (3 × $19.99) = $39.93, if requested within 30 days.
• If you used 5 pages or more, there is no package refund; eligible translation-error remedies remain available.

4.5 How to Request a 10x Package Refund

Email [email protected] with the subject “10x Package Refund”, your order number or purchase email, and the relevant coupon redemptions.

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/.