Our Refund, Cancellation & Money Back Guarantee Policy
In Short
- We haven’t started yet? You get a full refund.
- Work is already underway? You get a refund for the portion not yet completed (pro-rata).
- Is a certified translation rejected because of our error? We fix it free — and if we can’t get it accepted, you get your money back.
- Changed your mind, no longer need it, or uploaded the wrong document? We’re unable to refund those.
This summary is a guide only. The full terms below govern your order.
Overview: How This Policy Works
Translation work generally begins shortly after an order is placed. For that reason, whether a consolation, refund, or money-back applies — and how much — depends on how far the work has progressed when your request is reviewed, not simply on the date you submit it.
If you have any questions about this policy, or believe an order may be eligible for a refund, contact our support team at info@australiantranslationservices.com.au with your order number and details.
Our Money-Back Guarantee — Certified Translations
For certified translations submitted for official purposes in Australia — including submissions to the Department of Home Affairs and other visa or immigration processes — we provide a money-back guarantee if the translation is rejected because of an error in our translation or certification.
We keep rejections rare by sending you a draft to review and approve before we finalise, so you’re part of the process from the start.
What this guarantee covers. The accuracy and certification of the translated document. It does not cover rejections based on the source document you provided — including its authenticity, validity, legibility, or completeness — as those matters are outside our control.
How to make a claim. Send us the official notice of rejection from the receiving authority, confirming the rejection relates to the translation, within 7 days of receiving it.
What we’ll do. Where a claim is eligible, we will first correct or re-translate the document at no charge so that it is accepted. If we are unable to produce an accepted translation, we will refund you in full. Where the failure is major under the Australian Consumer Law, you may choose between a refund and a resupply of the service.
Before ordering, please confirm that the service you select meets the requirements of the organisation receiving your documents.
Quality Assurance
Translation can involve an element of professional judgement around terminology, tone, or phrasing. That said, we hold every piece of work to a high professional standard.
Where a translation does not meet that standard and the issue cannot reasonably be resolved through revision, we will:
- Provide a corrected translation;
- Re-translate the work at no additional cost; or
- Issue a refund, where appropriate.
Under the Australian Consumer Law, where the failure is minor, we may choose which of these remedies to provide. Where the failure is major, you may choose between a refund and a resupply of the service.
Amendments to an Order
If you’d like to amend an order — for example changing services, language pairs, or quantities — please tell us as early as possible, ideally before translation work has begun.
Once work has started, we’ll make reasonable efforts to accommodate changes, but this can’t be guaranteed. Some changes may require the affected part of the work to be redone, and where a requested change increases the scope of work, an additional cost may apply. We will confirm any additional cost with you before proceeding.
Order Cancellations & Refunds
Cancellation requests must be submitted by email to info@australiantranslationservices.com.au. For verification and security, we can’t accept cancellations by phone, and the request must come from the email address used to place the order (this is the address on your order confirmation).
Orders are usually assigned to a translator within minutes, so work may begin soon after purchase. The refund amount, if any, is determined by how far the project has progressed when the cancellation is processed.
Refund eligibility:
- Full refund — where the project has not yet been assigned to a translator and no work has begun.
- Partial refund — where work has begun. The refund is calculated pro-rata, based on the proportion of the project still incomplete.
- No refund — where:
- the project has been completed in full;
- it relates to secondary services already performed, such as certification, notarisation, or shipping; or
- it relates to an upgrade, such as expedited turnaround (see below).
Expedited (rush) upgrades. Upgrades such as faster turnaround are processed immediately and are generally non-refundable. However, if you’ve paid for a faster delivery window and we miss it for reasons within our control, we’ll refund the expedited (premium) portion of the fee. For example, if you pay AUD 40 to upgrade a 24-hour order to 12-hour delivery, and we deliver within 24 hours, but after the 12-hour window, we refund the AUD 40 premium (the base fee stands, because the standard service was still delivered).
We’re unable to provide refunds for:
- a change in your personal circumstances;
- the translation no longer being required;
- incorrect, outdated, or incomplete documents being uploaded; or
- an incorrect service, language pair, or certification option being selected at the time of ordering.
In every case, nothing above limits your rights under the Australian Consumer Law.
Cancellation Processing
All cancellation and refund requests are received and reviewed by our support team first, then forwarded to the assigned translator.
A translator may already be actively working on your project when a cancellation arrives, and translators don’t monitor incoming requests while translating. As a result:
- work may continue until the assigned translator receives and acknowledges the cancellation;
- refund eligibility is based on the progress actually completed at the point the cancellation is processed and communicated to the translator; and
- we can’t guarantee that work stops the instant a request is submitted.
Delivering a translation service involves coordination between support staff, project managers, and translators, so a short amount of processing time should be expected. We appreciate your understanding.
Revision Requests
On completion, we may provide a draft translation for your review. The following timeframes apply:
- 3 days from delivery of the draft to request revisions before finalisation; and
- a further 15 days after final delivery to request any additional revisions.
Revisions are provided at no charge, provided the source material hasn’t changed. Material changes to the original document after work has commenced may incur additional fees or require a full re-translation.
To help us get names, addresses, and locations exactly right, please provide preferred spellings at the time of ordering.
Inaccurate Page or Word Counts
You’re responsible for entering accurate page and word counts and uploading the correct documents when you order.
If you upload more material than you’ve paid for, we’ll translate only the portion covered by your order. For example, if ten pages are uploaded but two are purchased, we’ll translate the first two pages only. Where we identify a discrepancy of this kind, we will contact you directly by email and will proceed with any additional pages, words, or charges only once we have your written confirmation by reply.
If you choose not to pay for the additional pages, we’ll complete and deliver only the portion you paid for. As work has already begun and part of the service has been delivered, no refund applies in these circumstances (subject always to your rights under the Australian Consumer Law).
Turnaround Times
Estimated turnaround times are shown at checkout. These estimates begin from the moment of checkout, once your order and payment are confirmed.
Delays may occur where:
- uploaded documents are unclear or incomplete;
- an incorrect language pair has been selected;
- the page or word count entered doesn’t match the documents provided; or
- we need further information from you.
While we make every effort to meet estimated turnaround times, delivery timeframes for NAATI-certified translations can’t be guaranteed, because accredited translators for some languages are in limited supply. We’re unable to refund or cancel for delays caused by the availability of certified translators for this specialist service, except where required under the Australian Consumer Law.
Rush orders (24 hours or less, non-standard documents). For orders with a turnaround of 24 hours or less involving documents outside our standard document categories, no refund or money-back claim is available if that deadline is missed — whether due to a technical issue or any other cause — except where required under the Australian Consumer Law. This limitation applies to lateness (delay) only. It does not affect your rights where the translation is of unacceptable quality, or is not accepted by the receiving authority due to our error — in those cases our Quality Assurance and Money-Back Guarantee terms above continue to apply.
Interpreter Services
Interpreting bookings reserve an interpreter’s time in advance, so their cancellation, amendment, and refund terms differ from those for translation.
Cancellations
- 7 or more days before the booking: full refund.
- Less than 7 days before the booking: no refund — at this point the interpreter is confirmed for your booking and generally can’t be reassigned to other work for that slot (subject to your rights under the Australian Consumer Law).
Amendments (rescheduling). Please request any reschedule as early as possible. If you request it 7 or more days before the original booking, we’ll make reasonable efforts to accommodate a new date at no extra charge, subject to interpreter availability. Requests made less than 7 days before the booking may not be able to be accommodated and will be treated as a cancellation under the terms above.
No-shows and late access. Where an interpreter attends a confirmed booking and the client or relevant party is not available, doesn’t attend, or doesn’t provide access (for example to the venue, call, or video link), no refund is issued.
Service quality. If an interpreting service doesn’t meet a reasonable professional standard, please contact our support team with details as soon as possible. Claims are assessed case by case, and remedies may include a partial or full refund, or a replacement interpreter for any outstanding sessions, where appropriate and in accordance with the Australian Consumer Law.
Your Rights Under the Australian Consumer Law
Nothing in this policy limits any rights or remedies you may have under the Australian Consumer Law, including in circumstances beyond your control. Our goods and services come with guarantees that cannot be excluded under that law.