Customers who wish to cancel a service request must contact our team as soon as possible through our official contact details.
Cancellation requests received before work has started may be eligible for a full refund, subject to any applicable payment processing charges or other disclosed non-refundable fees.
If translation or service work has already started, cancellation may be subject to deductions based on the work completed.
Once the completed service has been delivered, cancellation requests will generally not be accepted.
Services involving third-party authorities, government departments, embassies or external agencies may have additional cancellation restrictions.
A refund may be considered under the following circumstances:
- Duplicate payments for the same order.
- An incorrect payment amount received from the customer.
- A service request cancelled before processing begins.
- A verified failure on our part to deliver the agreed service.
- Other exceptional circumstances reviewed and approved by our management team.
All refund requests are subject to verification and approval.
Refunds may not be available in the following circumstances:
- Translation or other requested work has already been completed and delivered.
- The customer changes their mind after the service has started.
- Delays or rejection caused by incomplete, inaccurate or incorrect documents provided by the customer.
- Rejection by an embassy, university, government authority or other receiving institution due to its own requirements or policies.
- Third-party fees, government charges, courier charges or other expenses that have already been paid or incurred.
- Delays caused by circumstances beyond our reasonable control.
To request a cancellation or refund, customers should contact us using our official email address or contact number.
Please provide the following details:
- Customer name.
- Order or invoice number.
- Registered mobile number or email address.
- Payment transaction reference, if available.
- Reason for requesting a cancellation or refund.
Our team will review the request and may contact you for additional information or supporting documents.
Once a refund is approved:
- We will initiate the refund through the original payment method wherever possible.
- Processing time may depend on the payment gateway, bank or financial institution.
- Refunds may take approximately 7–10 business days after approval to reflect in the customer's account.
- Any applicable payment gateway or bank processing charges will be handled according to the applicable payment terms and disclosed charges.
If a customer identifies an error in a delivered translation that differs from the source document or the agreed requirements, they should notify us promptly.
We will review verified errors and, where appropriate, provide corrections without additional service charges.
Changes requested because of new documents, revised instructions, customer-provided spelling changes or changes in the original source material may be treated as additional work and may involve additional charges.
Some services, including apostille, attestation, embassy-related procedures, courier delivery and government documentation, may involve external authorities or service providers.
Once such services have been initiated or third-party charges have been incurred, refunds may be limited to the extent permitted by the applicable terms and the expenses already incurred.
For questions about cancellations, refunds or service-related concerns, please contact our customer support team.
We are committed to reviewing every genuine customer concern fairly and professionally.
Policy Note
Note: This policy should be read together with the applicable service quotation, invoice and agreed service terms. Where applicable law provides additional customer rights, those rights will remain unaffected.
