Refund Policy

1. Our Approach

If there is a genuine quality problem with a delivered translation, the first response is always revision. Two revision rounds included. If revision does not resolve a genuine quality problem, partial or full refund is considered case by case.

2. Cancellation Before Work Begins

Full refund if cancelled before scope confirmation. 80% refund if cancelled after scope confirmation but before translation has begun.

3. Cancellation After Work Has Begun

• Less than 25% complete: 60% refund
• 25–50% complete: 40% refund
• 50–75% complete: 20% refund
• Over 75% complete: no refund (partial delivery provided)

4. Revision Requests

Up to 2 revision rounds for genuine translation errors, submitted within 14 calendar days of delivery. Style preference changes and scope additions are additional work quoted separately.

5. Quality Disputes

Submit a written explanation within 21 calendar days specifying alleged errors. Response within 5 business days.

6. No-Refund Circumstances

• Source document was incomplete, illegible, or different from the brief
• Third-party rejection for reasons unrelated to translation quality
• Revision request submitted more than 14 days after delivery
• Complaints about style preference rather than translation error
• Add-on services already rendered

7. Refund Process

Approved refunds processed via Stripe to the original payment method within 5–10 business days. Contact billing@storylinetranslations.com with your Stripe receipt reference.