Refund, Cancellation and Balance Policy
Last updated: 19 August 2026
Unused paid Balance is refundable at any time. Translation work begins immediately after Order confirmation.
Scope
Coverage. This Policy governs unused paid Balance, Order cancellation, statutory withdrawal, duplicate or unauthorised payments, defective service remedies and the method and timing of refunds.
Mandatory rights. This Policy does not restrict consumer rights that cannot be waived under applicable law.
Balance Refunds
Refundable amount. Only unused Balance created from money actually paid by the user is refundable. Amounts already spent on completed Services are not unused Balance.
Promotional credit. Any bonus, referral, promotional or goodwill credit, if offered, is not paid money, has no cash value and is not refundable unless QueTranslations expressly states otherwise.
Request method. A user may request a refund of unused paid Balance at any time by emailing info@quetranslations.com from the email address associated with the Account and identifying the relevant Account and transaction.
Verification. QueTranslations may request reasonable identity, Account or payment verification to prevent fraud, duplicate refunds, sanctions violations and misdirected payments.
Refund destination. A valid Balance refund is initiated to the original payment method and in the original transaction currency. If several top-ups funded the remaining Balance, QueTranslations may allocate the refund reasonably among the originating transactions.
Timing and fees. QueTranslations will initiate a valid refund within 14 days after receiving the request and any reasonably required verification. QueTranslations charges no refund fee. A card issuer, bank or network may apply its own processing period, conversion method or external charge.
Unavailable payment method. If the original payment method cannot receive the refund, QueTranslations will request verified alternative details and may delay payment until a lawful and secure method is available.
Order Cancellation
Before confirmation. A translation request may be abandoned without charge before the Order is confirmed and the price is deducted from the Balance.
After confirmation. Work begins immediately after confirmation. Cancellation after that point depends on the service type, work already performed and applicable consumer withdrawal rights.
QueTranslations cancellation. If QueTranslations cancels an Order because the service is unavailable, the file is unsupported or QueTranslations cannot meet an adjusted quotation, the amount charged for the unperformed Order will be restored to the Balance or refunded on request.
Prohibited content. If an Order is refused because Customer Content violates the Acceptable Use Policy, QueTranslations may deduct only reasonable amounts already incurred where permitted by law. Unused paid Balance remains refundable unless repayment is legally prohibited or subject to a legitimate fraud investigation.
Consumer Right of Withdrawal
Fourteen-day period. A consumer entering into a distance contract may have a statutory right to withdraw within 14 days from conclusion of the service contract, subject to applicable exceptions and conditions.
Request for immediate performance. Because the user requests translation immediately, checkout must obtain the consumer’s express request to begin performance before the withdrawal period expires and acknowledgement that the right of withdrawal is lost once the service is fully performed.
AI Translation. Where AI Translation is fully performed and delivered after the required express request and acknowledgement, the right of withdrawal may be lost to the extent permitted by applicable law.
Human Translation in progress. If a consumer withdraws after requesting immediate performance but before Human Translation is complete, the consumer must pay a proportionate amount for work provided up to the time QueTranslations receives the withdrawal notice, where permitted by law.
Completed Human Translation. The right of withdrawal may be lost after Human Translation has been fully performed with the consumer’s prior express consent and acknowledgement, without affecting rights relating to non-conforming performance.
Withdrawal notice. The consumer may use any clear statement identifying the consumer and Order and communicating the decision to withdraw. The notice must be sent to info@quetranslations.com before the applicable deadline.
Refund after withdrawal. Any amount due following valid withdrawal will be returned without undue delay and no later than 14 days after QueTranslations is informed, subject to lawful deduction for proportionate performance and use of the same payment method unless the consumer expressly agrees otherwise.
Service Problems
Human Translation remedy. For a substantiated mistranslation, omission or failure to follow accepted instructions, QueTranslations will first offer a reasonable correction or re-performance without additional charge where appropriate.
AI technical failure. For a failed, empty, corrupt, incomplete or wrong-language AI deliverable caused by a technical problem, QueTranslations may rerun the Order, restore the price to the Balance or issue a refund.
Price reduction or refund. Where correction or re-performance is impossible, unsuccessful or not provided within a reasonable period, QueTranslations may provide a proportionate price reduction or refund as required by applicable law.
Evidence. A complaint should identify the relevant source and translated passage, explain the problem and include supporting material reasonably necessary for investigation.
No loss of statutory claim. Encouraging prompt notice does not shorten a mandatory consumer claim period.
Payment Errors and Chargebacks
Duplicate or incorrect charge. A user should report a duplicate, incorrect or unrecognised charge promptly. QueTranslations will investigate transaction records and correct a confirmed error.
Chargebacks. An unjustified chargeback may result in Balance reversal, suspension and recovery of amounts already used. This does not prevent a user from exercising lawful cardholder rights.
Fraud and sanctions. Refunds may be delayed for reasonable verification or where required by sanctions, anti-fraud duties, a payment-network investigation or a binding authority instruction.
Account Closure and Contact
Closure. Before closing an Account, QueTranslations will process a valid refund of unused paid Balance, subject to active Orders, disputes, reversals and legal restrictions.
Contact. All refund, cancellation and withdrawal requests should be sent to info@quetranslations.com. QueTranslations may request the Account email, Order number, transaction date and amount, but users should never send full card numbers by email.