This policy explains how to cancel an order and when refunds are available. It is part of our Terms of Service. It does not limit any rights you have under applicable consumer law.
How to request a cancellation or refund
Use Get help with this order on your order page, or our contact form and choose "A question about my order". Tell us the order number and what happened. We aim to respond to cancellation and refund requests within two business days. This is a target for our first reply, not a promise that a refund will be completed within two days. We review each request against your order's recorded status, reply by email with our decision, and explain any refund amount.
Before work starts
If you cancel before work has started, we refund the full amount you paid.
- Professional and Certified: work starts when a translator begins working on your documents. Having a translator assigned to your order does not by itself count as work starting.
- AI Translation: work starts when automated translation processing actually begins.
After work has started
You may still ask to cancel after work has started.
- Work that is complete or already underway is generally not refundable.
- Any document in your order that has not been started yet is refunded in full (the part of your order price allocated to that document).
- In some situations, for example a partially completed document, we may approve a partial refund at our discretion when the circumstances justify it. We don't calculate partial refunds automatically from a translator's estimate of how much is done.
- We do not charge cancellation fees.
If we can't meet your delivery time
If we can't deliver by the time we confirmed, for reasons within our control, we will tell you promptly and you can choose either to:
- accept a revised delivery time, which only replaces your original deadline if you approve it, or
- receive a full refund if the order can't be delivered as committed.
Delays caused by missing information, unreadable documents, changes you request to the scope of the order, or other reasons outside our control are reviewed individually and are not automatically refunded. Express delivery: if we miss the express delivery time confirmed at checkout for reasons within our control, we refund the express fee.
If we decline or can't complete your order
If we decline your order (for example, because the receiving office requires a sworn translator) or can't complete it for reasons not caused by you, we refund the full amount paid.
Translation errors
Professional and Certified orders include 30 days after delivery to request free corrections through our corrections process. AI-only translations don't include free human corrections. If we can't reasonably correct a verified translation or certification error, we will offer an appropriate refund, which may be a full refund for the affected document.
Duplicate or incorrect charges
If you were charged twice or charged an incorrect amount, contact us. We investigate and correct confirmed duplicate or erroneous charges.
Rejection by a receiving office
We do not guarantee acceptance by USCIS, courts or other institutions. If a receiving office rejects your translation because of a translation or certification error by SurePage that we verify, we will correct it promptly. If the verified error can't reasonably be corrected, we will provide an appropriate refund, which may be a full refund for the affected document. Rejections for reasons unrelated to our translation or certification (for example missing originals, an apostille requirement, a sworn-translator requirement or form errors) are not automatically eligible for a refund, but please contact us and we will review your situation.
How refunds are paid
Approved refunds, full or partial, are issued to your original payment method through Stripe, and we email you a confirmation. How long it takes for the refund to appear depends on your bank or card issuer, and processing times vary.
Notarization
If we can't complete a notarization you ordered, we refund the notarization fee. Notarization can add up to 24 hours to delivery; your certified translation is delivered as soon as it is ready and the notarized copy is added when complete. Once a notarization has been completed, a receiving organization's decision not to accept a remote online notarization is not a reason for a refund of the notarization fee.