Refund Policy

Last updated: April 1, 2026

Our Promise

We charge only when the Service delivers. If a translation job fails due to our error, you will not be billed, or you will be refunded promptly.

What Is Eligible for a Refund

1. Failed Translation Jobs

If you paid for a translation and the Service failed to produce a valid output file (e.g., server error, corrupted output, processing timeout on our end), you are entitled to a full refund of that transaction.

2. Duplicate Charges

If you were charged more than once for the same job due to a billing error, the duplicate charge will be fully refunded.

3. Service Outage During Processing

If the Service went down mid-processing and your job was lost, you are entitled to a full refund or a free retry — your choice.

What Is Not Eligible for a Refund

• Translation quality: Machine translation is imperfect by nature. Refunds are not issued for stylistic preferences, minor inaccuracies, or results that require light post-editing.
• Completed jobs you do not use: If your file was successfully translated and made available for download, the charge stands regardless of whether you downloaded it.
• Unsupported file structures: If your IDML file contained non-standard elements that prevented translation, this is not a Service error. We recommend testing with the free preview before purchasing.
• User errors: Incorrect language selection, uploading the wrong file, or other user-initiated mistakes are not refundable.

How to Request a Refund

1. Email refunds@translateindesign.com with the subject line: Refund Request — [your job ID]
2. Include: your email address, the date of the charge, and a brief description of what went wrong.
3. We will respond within 2 business days and process approved refunds within 5–7 business days to your original payment method.

Chargebacks

If you initiate a chargeback before contacting us, your account may be suspended pending investigation. We encourage direct resolution first — it's faster for everyone.

Contact

For refund questions: refunds@translateindesign.com