Your Guide to Multi Lingua Legal Translation LLC’s Refund Policy
At Multi Lingua Legal Translation LLC (MLT), we want you to feel confident about your purchase with us. We understand that situations can change or things may not always go as planned. That’s why we’ve created a comprehensive refund policy designed to be transparent and fair to all parties involved. Here’s everything you need to know about how our refund process works, broken down into clear sections so you can navigate it easily.
Paying for Your Translation Services: What You Need to Know
When you decide to work with us, one of the first things you’ll notice is that we ask for payment upfront. Why? It helps streamline the process and ensures that we can get started on your project right away without delays. Once we receive your payment, our team will begin working on your translation as per the agreed terms.
However, we also recognize that things can change after you place an order. Maybe you made a mistake, or perhaps your needs shifted. We’re flexible within reason, and we want to be as accommodating as possible. Let’s break down what happens if you need to make a change or even cancel your order.
Can I Cancel or Change My Order?
Sometimes, you may need to adjust your order after placing it. No problem! Here’s how we handle that:
- Before the Project Begins
If you contact us before we’ve started your translation, you can change or cancel your order with no penalties. Just let us know what needs to be updated, whether that’s adding or removing services, or changing the scope of the work. Once we’ve confirmed the changes, we’ll update your order and move forward accordingly.
- After the Project Has Started
If we’ve already begun working on your translation, things get a bit trickier. You may still be able to cancel, but we’ll prorate the refund based on how much work has already been completed. For example:
- You ordered a translation for three pages totaling AED150 and decide to cancel before the project is assigned. In this case, you’ll get a full refund of AED150.
- If the project is halfway done when you cancel (say two out of five pages are translated), we’ll only charge you for the completed work. So if two pages were translated, you’d be refunded the remaining balance for the untranslated pages.
- After Completion
If the translation is already complete, we’re unable to offer a refund. At that point, we’ve already delivered the full service, and the work has been finalized.
What About Turnaround Times?
At MLT, we pride ourselves on fast, reliable translations. During the checkout process, we provide an estimated turnaround time based on similar past orders. However, please note that these are just estimates. While we do everything in our power to meet or even beat the quoted turnaround time, we cannot guarantee exact delivery times. That’s because all of our translations are handled by human experts — no automated systems here! This means there can be unexpected delays due to the complexity of the project, or even logistical issues like file problems.
Here’s what to keep in mind:
- When the Clock Starts
The turnaround time only begins once the project is assigned to a translator. Any delays in submitting files (such as unclear documents or incorrect word/page counts) will push back the start time, and consequently, the completion date.
- Incorrect Information
If you mistakenly provide the wrong details at checkout, like selecting the wrong language pair or inputting the incorrect number of pages, the turnaround estimate may change once the issue is corrected.
Quality Concerns: What If I’m Not Satisfied?
We understand that translation quality can be subjective. There’s often more than one way to say something, and different translators may make different word choices based on the context and their experience. That said, our goal is to make sure you’re satisfied with the final product.
- Working Together
If you’re not happy with the translation, we’re more than willing to work with you to make revisions. The translator has the final say when it comes to word choice, but we’ll do our best to incorporate your feedback and ensure the translation fits your expectations.
- When Revisions Aren’t Enough
In the rare case that revisions can’t bring the translation up to standard, we may offer a refund or retranslate the document free of charge, at our sole discretion. Our priority is making sure you get a quality translation, so we’ll do what it takes to resolve the issue.
How to Request Revisions
If you notice something in your translation that needs tweaking, you can request a revision within 30 days of receiving the translation. We’re happy to make revisions free of charge as long as they’re based on the original source material.
- Changing the Source Material
If you decide to change the source material after the translation is complete, the situation will be handled on a case-by-case basis. Minor changes may be addressed with minimal effort, but if substantial revisions are required, it may involve a complete retranslation (which will incur additional charges).
- Names and Places
The most common revision requests we get involve the names of people or places. To minimize the need for revisions, we encourage you to provide these details upfront when placing your order. This way, we can ensure the correct names are used in the final translation, saving you time and hassle.
Translation Acceptance and Government Submissions
It’s important to note that we don’t offer refunds for issues related to translation acceptance, except in cases involving government entities. It’s your responsibility to ensure that our translation meets the requirements of the party receiving it (unless it’s a legal translation for a government organization).
- Money-Back Guarantee for Government Submissions
While we’re confident in our work, we understand that submitting translations to government bodies can be stressful. That’s why we offer a money-back guarantee for legal translations that are rejected by a government entity. But here’s some good news. In over 10,000 submissions, we’ve never had a legal translation declined! We adhere to strict government standards, so you can trust that our work will meet the necessary requirements.
Final Thoughts
At MLT, we strive to provide a seamless experience from start to finish. We hope this guide to our refund policy has made everything clearer for you. Remember, we’re here to help! If you have any questions or concerns, don’t hesitate to reach out to us. We believe in building long-lasting relationships with our clients, and part of that means making sure you’re comfortable and confident with our services.
If you need to contact us about a refund or any other matter, we’re just an email away:
Multi Lingua Legal Translation LLC
Email: info@multilingua.ae
We look forward to helping you with all your translation needs!