Refund policy

The short version

• Before work starts on an item: full refund.
• After work starts on an item: we keep 30% of that item’s price, you get 70% back.
• Add-ons we haven’t started: full refund.
• After delivery: no refund. Errors are fixed free within 14 days. If we can’t fix one, that item is refunded.
• If we miss a rush date: the rush fee is refunded.
• If a standard delivery is more than 5 business days late: you can have the undelivered item refunded.
• If we can’t deliver what you ordered: you get a refund for what we didn’t deliver.
• Refunds go to your original payment method, usually in 5 to 10 business days after we approve.

Billing and refunds: finance@ellatranslations.com

The stages, one by one

Before work starts. No linguist has been assigned to the item. You get a full refund. Email us with your order number.

After work starts. A linguist has started on the item. We keep 30% of that item’s price and refund the rest. This is per item, so an order with several items is handled one line at a time. An add-on whose work hasn’t started is refunded in full.

After delivery. The item isn’t refundable. If it has errors, we fix them free (see below). If we can’t fix an error, we refund the affected item.

Rush add-on. If we miss the rush date, we refund the rush fee. If we also miss the standard date by more than 5 business days, you can also have the undelivered item refunded.

If we can’t deliver. If we can’t deliver what you ordered, including a job that, once we see the files, doesn’t fit the package and you decide not to go to a quote, you get a refund for what we didn’t deliver.

What counts as a revision

A revision fixes a mistake on our side: a mistranslation, an omission, a wrong term, a formatting slip, or a result that doesn’t match your brief. Send one consolidated list within 14 days of delivery and we fix it free.

Changes of preference aren’t errors: a different tone, wording you’d rather have, new or edited source text, extra files or another language. We’ll quote those or treat them as a new order.

How to ask

Email finance@ellatranslations.com with your order number and the item you mean. Tell us what stage you think it’s at. We’ll confirm the stage and the amount before we process anything.

Please talk to us first

If something’s wrong with your order, write to us before you dispute the charge with your bank. Most things we can fix directly.

Nothing here limits rights you have under law that can’t be waived.

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