1. Before work begins
If you cancel before we start personalized translation work, you may be eligible for a refund of amounts paid for that work, excluding any non-refundable third-party costs already incurred and disclosed to you.
2. Personalized work after it begins
Our translations are prepared to the customer's document and language instructions. Once personalized work begins with your request or consent, a full cancellation refund may no longer be available. If work is partially complete, we may deduct a reasonable amount reflecting work already performed, where allowed by law.
3. Situations that may qualify
- we cannot complete the confirmed service;
- we materially miss the confirmed scope and cannot correct it;
- you cancel before personalized work begins;
- mandatory consumer law gives you a right to a refund.
Situations that generally do not qualify
- a third party refuses to accept a private translation;
- you needed a different service type but did not disclose that requirement before ordering;
- the source material or instructions were inaccurate, incomplete or unreadable;
- you no longer need the delivered personalized translation;
- you missed a deadline because of late or incomplete information supplied by you.
4. Corrections
If we make a translation or formatting error within the confirmed scope, contact us promptly. We may correct the translation at no additional charge. Changes to the source material, language pair, format or instructions may require a new quote.
5. Processing time
Approved refunds are returned to the original method where possible. Banks and service providers control when funds appear, commonly within 5-10 business days after processing.
6. Requesting a refund
Email hello@firstidp.com with your name, reference, reason and relevant details. Do not send full card information. We may request information needed to verify the order.
7. Disputes
Please contact us first so we can investigate. Nothing here prevents you from exercising rights available to you by law, but providing accurate information helps avoid unnecessary delay.