Refund and Cancellation Policy

This policy applies to all services offered by Singapore Translators.

1. Service Refundability and Cancellations

• Translation Services:
  • If a cancellation request is made promptly after placing an order and the project has not been assigned to a translator, a 100% refund will be issued.
  • Once a translator has been engaged, cancellations are not accepted. Typically, translators are assigned as soon as an order is received.
• Interpretation Services:
  • Cancellation within 48 hours of the scheduled assignment time will incur a 50% cancellation fee; the remaining amount will be refunded.
  • Cancellation within 24 hours of the scheduled assignment time will incur a 100% cancellation fee.

2. Conditions for Refunds, Returns, and Cancellations

• Partial cancellations for services not yet executed are accepted. For instance, if notarization or SAL verification services were added but are no longer required, the associated charges will be refunded, provided these processes have not commenced.

3. Initiating a Refund, Return, or Cancellation

• To request a cancellation or refund, please contact us via email at info@singaporetranslators.com. Alternatively, you can chat with us online or call our phone number.

4. Timeline for Processing Refunds, Returns, or Cancellations

• Refunds will be processed promptly upon approval of the cancellation request. The exact timeline may vary depending on the payment method and financial institution involved.

5. Terms for the Delivery of Hard Copies

• We do not offer hard copies for translated documents. Instead, we provide an online version only, with our company VP Operations’ signature and seal.
• If you wish to get the documents notarized and SAL verified, we can provide you with the location to collect the documents by taking a prior appointment.

6. Edit Requests

• You can request edits to your translated documents for items such as synonyms, word preferences, the spelling of names not provided when ordering, and illegible words in a scan.
• We will promptly make edits based on your feedback, and such edits can be requested as many times as needed.
• All languages allow numerous ways to phrase words, and we welcome your feedback to refine translations.
• Please note that while we are committed to incorporating your feedback, refunds or chargebacks cannot be issued for translation edits.

7. Errors or Mistranslations

• We guarantee the highest accuracy in all our translations and follow a strict quality control process to ensure your documents are error-free and free of mistranslations.
• If you identify an error or mistranslation, contact us immediately. We will rectify the issue promptly.
• Name spellings (if not provided) and word preferences do not constitute mistranslations or errors. Refunds are not applicable for such cases.
• If you wish to reject the translation and request a refund due to an error or mistranslation, we will consider the refund only if it is reasonably determined that our quality standards were not met and our proofreading process failed.
• Refunds for quality issues will be issued to the extent of the quality compromised. Under all circumstances, our liability is limited to rectifying errors or providing a refund. Singapore Translators holds no other liability or indemnity obligations.

8. Missing Pages

• We take stringent measures to ensure no pages or sections are missed during translation. However, if you find any section missing, contact us immediately. We will correct the issue promptly.
• If we are unable to deliver the missing sections within the promised timeframe, you will have the option to refuse the missing translations and receive a partial refund calculated based on the missing sections.

9. Formatting

• If you have not paid for STP or provided a clear scan, we cannot guarantee a 100% mirror image of the document. Refunds are not applicable for complaints related to formatting in such cases.
• For blurry scanned images, we provide only plain text translations.

10. Interpreting Terms

• Interpreters are limited to providing verbal interpretations of what is being said. They will not offer further explanations or opinions.
• Any additional context should only serve the purpose of selecting proper terms.

11. Delivery Delay

• We strive to complete all translations promptly, typically within 24 hours. However, we cannot guarantee exact delivery times unless expressly agreed upon.
• If a 24-hour delivery has been agreed upon and we fail to meet it, refunds will be provided as follows:
  • For delays under 24 hours, a 10% refund will be issued.
  • For delays exceeding 24 hours, a 15% refund will be issued.
  • For projects exceeding $10,000, delays will be reviewed on an individual basis.

Please note that this policy is subject to change, and it is advisable to review it periodically for any updates.