Refund Policy

This Refund Policy is part of and incorporated into our Terms of Service. Capitalized terms used here have the meanings given in the Terms. To the extent any provision conflicts with the Terms, the Terms control.

Verdacert stands behind every translation we deliver. The sections below describe the only circumstances in which we issue refunds, the conditions that apply, and how to request one. The remedies described in this Policy and in Sections 6 and 7 of the Terms are your sole and exclusive remedies for any claim relating to the timeliness, acceptance, or quality of a translation.

1. Full refund

Pre-translation cancellation. If you ask us to cancel before a human reviewer has begun work, we refund the full order amount. In practice that means contacting support@verdacert.com (or replying to your confirmation email) within about 10 minutes of paying and, in all cases, while the order status still shows “Queued”. By placing an order you ask us to begin work immediately; once work has begun, the partial-refund rules below apply instead.
Translation-related rejection by a recipient. If USCIS, a U.S. court, a U.S. university, or another recipient rejects our translation solely because of an error in the translation, an inadequacy of the certification language, or a failure to translate required portions of the source document, we will, at your option, retranslate at no charge or refund the order in full. To qualify you must provide (i) a written notice from the recipient identifying the translation issue, (ii) the original delivered file, and (iii) submit your request within 90 days of delivery.
Missed turnaround. If we miss a guaranteed turnaround tier you paid for (Standard, Express, or Rush), your sole remedy is, at our option, (a) an upgrade to the next-faster tier at no charge, (b) a credit equal to the difference between tiers, or (c) a refund of the speed premium.
Missed Same-Day window. Same-Day is offered as a best-effort turnaround rather than a guaranteed one: whether an 8-hour delivery is achievable depends on the time of submission and the size and complexity of the documents, and we confirm feasibility before beginning work. If you order Same-Day and we do not deliver within the stated window, we refund the order in full - the entire amount charged, not merely the speed premium - and the preceding “Missed turnaround” remedies do not apply.

2. Partial refund

Mid-translation cancellation. If you cancel after translation has begun but before delivery, we refund the portion of the order corresponding to work not yet performed.
Page-count reduction. If your actual document has fewer billable pages than estimated, we refund the difference. If it has more, we will quote and obtain your authorization for the additional pages before continuing.
Add-ons. A paid hard-copy mailing is refundable in full until it has been mailed; after mailing it is not refundable. Notarization or apostille coordination fees are refundable until the notary or state fee has been incurred.

3. Not eligible for refund

Non-translation rejections. Rejections for reasons unrelated to the translation itself - including but not limited to missing original documents, wrong form versions, expired filing windows, substantive eligibility issues, biometrics, fees owed to a recipient, or recipient-specific procedural rules - are not refundable.
Buyer’s remorse after delivery. We do not refund based on changed preferences or use cases once a translation has been delivered. Free minor revisions (typographic corrections, formatting adjustments, name-spelling alignment to passport) are available for 90 days from delivery.
Out-of-time requests. Refund requests submitted more than 180 days after delivery are not eligible, except where a longer period is required by law.
Force majeure delays. Refunds are not available where delivery was delayed by events beyond our reasonable control (see Section 19 of the Terms).
Fraudulent or unlawful use. Orders cancelled or refused because of suspected fraud, forgery, sanctions concerns, or other unlawful use are not refundable, except where required by law.
Orders placed through the API or a firm account. Orders placed through the Verdacert API or a firm portal account are governed by the API & Platform Terms: refund requests must be made through the API within 30 days of order creation, and refunds for invoice accounts are issued as credits.

4. How to request a refund

Email support@verdacert.com with your order number, the reason for the request, and any supporting documentation (for example, a recipient’s written rejection notice). We respond within one business day. Eligible refunds are processed to your original payment method within 5–10 business days; depending on your card issuer or bank, it can take an additional 1–2 statement cycles for the credit to appear.

5. Chargebacks & payment disputes

If you have a billing dispute, please contact us first: most issues are resolved within one business day, and a chargeback filed before we have had a chance to look typically takes weeks longer to resolve than a refund. Nothing in this Policy limits your rights under the Fair Credit Billing Act or your card network’s rules. Where a dispute is filed, we will provide your card issuer with our records of the order, delivery, and your acceptance of these terms. We may close the account of anyone who files a dispute we determine in good faith to be fraudulent, and fraudulent disputes may be reported to law enforcement.

6. Promotional credits & gift cards

Promotional credits, store credit, and discount codes have no cash value, are non-transferable, expire as stated at issuance or after 12 months if no expiration is stated, and are not refundable in cash.

7. Sole remedy & arbitration

The remedies in this Policy and in the Terms are your sole and exclusive remedies for any claim relating to the Services. Any dispute about a refund is subject to the informal dispute-resolution and binding-arbitration provisions in Sections 20 and 21 of the Terms, including the class-action waiver.