FAQ topics
Complaints and refunds FAQs
How to raise a complaint, what we do about errors, rejections and missed deadlines, your 14-day cancellation right under the Consumer Contracts Regulations 2013, and when a refund is due.
If something goes wrong we want to hear about it and put it right. Translation errors are corrected free; a translation rejected because of the format of our certification is re-issued free; a document we cannot translate to the quoted standard is refunded. As a consumer buying a service at a distance you have a 14-day cancellation right under the Consumer Contracts Regulations 2013, and the Consumer Rights Act 2015 entitles you to a service performed with reasonable care and skill, both of which apply to us as a trader directing services to UK consumers. The steps are on the complaints procedure and cancellation and refunds pages; the questions below cover the common situations.
Frequently asked questions
How do I make a complaint?
E-mail or write to us with your order reference and what has gone wrong; the address is on the contact page. We acknowledge the complaint, investigate with the translator and reviser, and reply with what we found and what we will do. The timescales are on the complaints page. Complaints are handled by the company's director, not by the person who did the work.
I found an error in the translation. What happens?
Send the page and the error. We check it against the source and, if it is our mistake, issue a corrected certified translation free of charge, normally the same working day, and apologise. If it is a difference of rendering rather than an error, we explain our choice and can add a translator's note if that helps.
The receiving body rejected the translation. Do I get a refund?
First send us the rejection wording. If the cause is the format of our certification, we re-issue free under our accuracy and acceptance policy. If the cause is a translation error, we correct it free. If the cause is the underlying document (wrong type, too old, no apostille), the translation was performed correctly and no refund is due, but we tell you what to obtain and translate the new document at the ordinary price.
You missed the delivery date. What do I get?
If we miss an agreed fast or same-day deadline through our own fault, we refund the fast surcharge, so you pay the standard price. If we miss a standard deadline by more than a working day, tell us and we agree a fair reduction. Delays caused by unreadable scans or missing pages, which we flag at the time, are not our fault.
Can I cancel after ordering?
Under the Consumer Contracts Regulations 2013 you can cancel within 14 days of the order. Because you ask us to start within that period at checkout, cancelling after work has begun means you pay for the work done up to that point, and once the translation is delivered the right to cancel ends. Before work starts, you receive a full refund. A model cancellation form is on the cancellation page.
How are refunds paid?
To the payment method you used, through the same payment provider, within 14 days of our agreeing the refund. Bank-transfer payments are refunded to the originating account. We confirm the refund in writing, and if it has not appeared after the provider's usual processing time, tell us and we chase it.
Does UK consumer law apply to you as a Turkish company?
Yes. A trader outside the UK that directs its services to UK consumers is covered by the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 in its dealings with those consumers, and our terms are written on that basis. Turkish consumer and distance-selling law applies to us at home as well.
Are you members of a UK trade body with a complaints scheme?
No. We are not members of the ATC or another UK scheme, so there is no external arbitration route through a trade body. Our in-house procedure comes first; if you remain dissatisfied you retain your rights under UK consumer law, including the courts.
Will a complaint affect the confidentiality of my documents?
No. A complaint is handled by the company's director with the same access limits as the order itself. We do not share your documents with anyone outside the company in the course of resolving it, and if you later take the matter further, we release documents only to you or to someone you authorise in writing.