Refund Policy

At The Common Platform, we are committed to providing high-quality translation services that meet or exceed our clients' expectations. We understand that sometimes concerns may arise, and we have established this refund policy to address such situations fairly and transparently.

1. Service Satisfaction Guarantee

We stand behind the quality of our translations. If you are not satisfied with the quality of our work, we offer the following remedies:

1.1 Revision Requests

If you believe the translation does not meet your requirements, you may request revisions within 7 calendar days of delivery. Revision requests should be specific and detail the exact issues with the translation. We will address these issues promptly at no additional cost if they fall within the scope of the original project specifications.

1.2 Quality Verification

If concerns persist after revision, we offer third-party quality verification by another qualified translator to assess the quality of the translation. If objective errors are found, we will rectify them at no additional cost.

2. Refund Eligibility

While we primarily aim to resolve issues through revisions, refunds may be provided under the following circumstances:

2.1 Full Refunds

Full refunds may be issued in the following cases:

• If The Common Platform cancels the project before work has begun
• If there is a severe and demonstrable failure to meet professional translation standards, as confirmed by independent third-party verification
• If we miss an explicitly agreed-upon deadline by more than 3 business days without prior notification, making the translation no longer useful for its intended purpose

2.2 Partial Refunds

Partial refunds may be considered in the following cases:

• If only a portion of the translation fails to meet professional standards, a partial refund proportional to the affected content may be offered
• If a deadline is missed by less than 3 business days, making the translation less valuable but still usable
• If some aspects of the project specifications were not fulfilled despite revision attempts

2.3 Non-Refundable Circumstances

Refunds will generally not be provided in the following situations:

• Subjective preferences regarding style or word choice that were not specified in the original brief
• Issues arising from unclear or incomplete instructions provided by the client
• Requests for refunds made after the 7-day review period has expired
• Projects that have already been used, published, or distributed
• Cancellation requests made after work has begun (see Cancellation Policy below)

3. Cancellation Policy

3.1 Cancellation Before Work Begins

If you cancel a project before our translators have begun work:

• 100% of your payment will be refunded if you've already paid in advance
• Any administrative fees related to project setup or file preparation may be deducted

3.2 Cancellation After Work Has Begun

If you cancel a project after our translators have begun work:

• You will be charged for the portion of work already completed
• A cancellation fee of 15% of the remaining project value may be applied to compensate for resource allocation
• Any remaining balance will be refunded

4. Refund Process

5. Deposits and Advance Payments

For projects requiring deposits or advance payments:

• Deposits are generally non-refundable once work has begun
• If you cancel a project after paying a deposit but before work begins, an administrative fee of 10% may be deducted
• For large projects with milestone payments, each completed milestone is considered delivered and is not eligible for full refunds

6. Certified Translations

For certified translations used for official purposes:

• Factual or terminology errors will be corrected at no charge and a new certified translation will be provided
• Refunds may be issued if the certification is rejected by the relevant authority due to errors in the translation itself (proof of rejection required)
• We cannot provide refunds if a certification is rejected due to requirements not communicated to us before the translation

7. Force Majeure

In cases of force majeure events (natural disasters, severe illness, etc.) that prevent the completion of a project, we will:

• Notify you as soon as possible
• Offer to resume the project when possible or refer it to a partner agency
• Provide a full refund for work not yet completed

8. Dispute Resolution

If we cannot reach a satisfactory resolution regarding a refund request:

• We may suggest mediation through a professional translation association
• For UK clients, disputes may be referred to the UK European Consumer Centre or similar consumer protection bodies
• As a last resort, disputes will be resolved according to the dispute resolution provisions in our Terms and Conditions

9. Contact Information

Policy Updates: This refund policy may be updated from time to time. The latest version will always be posted on our website with the effective date clearly indicated.

Thank you for choosing The Common Platform for your translation needs. We value your business and are committed to your satisfaction.