Our accuracy and acceptance policy

What we promise

• Your translation is made with reasonable care and skill, as the Consumer Rights Act 2015 requires of any service supplied to a consumer in the UK.
• It is complete: every stamp, seal, note and page is translated, and nothing is summarised.
• It is checked by a second linguist against the original before it is certified.
• Its certification statement contains everything the gov.uk guidance asks for, and for documents going to Türkiye it is notarised by a notary public in Ankara.
• It is delivered within the turnaround on your quote.

Free re-issue if the format is rejected

If a receiving body in the UK or Türkiye rejects your translation because of its format, wording, layout or certification, we correct it and re-issue it free of charge. This covers, for example, a body that wants a different form of words in the statement, a stamp on each page, a separately signed declaration, or the translator's name in a different place.

To use this policy:

1. Tell us within 12 months of delivery.
2. Send us the body's written reason, such as a letter, an e-mail or a screenshot of the portal message.
3. We issue a corrected PDF, usually within one working day. If you had a hard copy and the correction was our responsibility, we send a new hard copy by courier at our cost.

Errors

If you find a mistake in the translation, such as a misspelt name, a wrong date or a missing item, tell us and we correct it free of charge, as a priority, however long ago it was delivered. If the error was ours and it caused a rejection, we also cover the courier cost of any replacement hard copy.

What we cannot promise

We do not promise that any body will accept your application, and we do not use words like guaranteed or 100 per cent. Acceptance is the decision of the receiving body, and it depends on more than the translation. In particular, this policy does not cover rejections caused by:

• problems with the original document itself, such as an expired certificate, a missing apostille that you chose not to order, or a document the body does not accept in any language
• a document sent to us with pages missing or illegible parts, where we told you at the quote stage
• a change in the body's rules after delivery
• a name spelling you asked us to use that differs from the one on your application

Read why translations get rejected for the common causes and how to avoid them.

Refunds

If we cannot produce a translation that meets the receiving body's stated format after a re-issue, we refund the translation price. Third-party costs already incurred, such as notary and apostille fees, are refunded only where the third party refunds us. Read cancellation and refunds.

Your statutory rights

Nothing in this policy limits your rights under the Consumer Rights Act 2015, including the right to repeat performance or a price reduction if a service is not performed with reasonable care and skill. If you are not satisfied with how we have handled a problem, use our complaints procedure.