Refund Policy
This policy explains when you get your money back. It sits alongside our Terms of Service and does not limit any right you have as a consumer under the law of your country.
Who pays the refund
Your order is sold by the Paddle entity applicable to your locationas Merchant of Record, so refunds are paid out by Paddle — on our instruction, or on Paddle's own decision if you dispute a charge with them directly. The money goes back to the payment method you used. We can recommend or agree a refund, while Paddle retains the decision and issues it under its Refund Policy as seller.
When we refund in full
- You withdraw within 14 days, before delivery. As a consumer you can withdraw from a distance contract within 14 days without giving a reason. Because you ask us to start immediately when you order, this right ends once the translation has been made available to you — that is the moment the service is fully performed. Until then, a full refund. A model withdrawal form is at /withdrawal.
- We failed to deliver. If a job fails for technical reasons on our side and cannot be completed, you get the full amount back. You do not have to ask — we write to you when a job fails.
- We missed the deadline. within 2 hours from confirmation of payment is the deadline we commit to. If we miss it through our own fault, you can set a short additional period and, if that passes too, withdraw and get the amount back.
- You were charged twice for the same order, or charged an amount that does not match the quote you accepted. The quote is binding; a mismatch is our error.
Quality complaints
A translation that does not conform to what we promised is a complaint, not automatically a refund. Write to support@translateincontext.com with the order identifier and what is wrong. We answer within 14 days.
If the complaint is justified, we first offer to put it right — usually by re-running the job with the problem you identified taken into account, at no charge. If we cannot bring the translation into conformity within a reasonable time and without significant inconvenience to you, you can ask for a price reduction or withdraw from the contract and get your money back, unless the problem is minor.
What we do not treat as a defect: a stylistic preference that differs from a correct translation, a term you would have translated differently but which the decision report explains and justifies, or a place the report explicitly flagged as needing a human decision. The report exists precisely so that these cases are visible before you rely on the text.
What we cannot refund
- A translation that has been delivered and is correct, ordered by mistake — the right of withdrawal has already expired at that point.
- Files you did not download within for 7 days of delivery. The service was performed; the deletion afterwards is the retention rule we promise, not a failure.
- Consequences of using a translation without the human review our Terms require for high-stakes contexts.
How to ask
- Email support@translateincontext.com from the address on the account, with the order identifier and a short description.
- We answer within 14 days, and usually much sooner.
- If a refund is due, we instruct Paddle to issue it. The money is returned by the same means you paid, no later than 14 days after we accept the request. How quickly it appears on your statement is then up to your bank or card issuer.
You will get an email from us when the refund is issued, and a credit note from Paddle as the seller of record. The refund is also visible on the order page.
Chargebacks
If something looks wrong on your statement, please write to us first — most cases are resolved the same day, and a chargeback takes weeks. You are of course free to dispute a charge with your bank; Paddle handles those disputes as the seller of record.