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Refund and Return Policy

Last updated: January 4, 2026

💡 Policy overview

We are committed to delivering high-quality translation services and your satisfaction. If you are not satisfied, we provide a clear and fair refund policy. This page explains refund conditions, application steps, and processing timelines.

1. Refund eligibility and conditions

1.1 Full refund scenarios

You are entitled to a 100% full refund in the following cases:

  • Late delivery:We did not deliver the translation within the promised time (standard orders: 48 hours).
  • Major translation errors:There are significant, objective translation errors (see details below) that cannot be resolved after correction.
  • Technical failure:Our technical issues caused file loss or severe damage, preventing service delivery.
  • Service cancellation:You cancel the order before we begin processing the file.

What is a “major objective error”?

Major objective errors are verifiable factual mistakes, including:

  • Numeric errors:Incorrect translation of amounts, dates, account numbers, or other numeric data.
  • Critical terminology errors:Mis-translation of professional terms (e.g., translating “debit” as “credit”).
  • Missing critical information:Omission of entire lines or key transaction records.
  • Wrong language:Translating Chinese into Japanese or another incorrect target language.

1.2 Partial refund scenarios

You may be eligible for a partial refund in the following cases:

  • Minor errors:Minor inaccuracies (e.g., less precise wording) remain after free corrections and you are still dissatisfied.
  • Delayed delivery:Delivery exceeded the promised time by no more than 48 hours; refund of 10%–30%.
  • Partial file issues:Only some pages in a multi-page file contain issues.

1.3 Non-refundable scenarios

⚠️ Important: Refunds do not apply in the following cases:

  • Source file quality issues:
    • The source file is blurry or illegible.
    • Watermarks block critical content.
    • Severe skew or distortion in scans.
  • Subjective expression differences:
    • No terminology reference provided, leading to stylistic differences.
    • Different translators express the same content differently (but semantically correct).
    • Specific translation preferences were not stated in order notes.
  • User-side reasons:
    • Trip cancelled or application withdrawn, no longer needed.
    • Refund requested after uploading the wrong file.
    • Refund requested because an institution does not accept non-notarized translations, despite understanding the service nature.
  • Outside the application window:More than 7 calendar days after delivery.
  • Service already used:The translation has been downloaded and used for submission (even if the application was rejected).
  • Violation of terms:User uploaded forged documents or abused the service.

2. Refund request process

2.1 How to apply for a refund

  1. Send a refund request email
    • Recipient: customer@banktranslate.com
    • Subject: Refund Request - Order #[Your Order Number]
  2. Provide required information
    • Order number
    • Payment proof (transaction ID or payment screenshot)
    • Detailed reason for refund
    • If due to translation errors, specify the exact locations
  3. Wait for review
    • We will review your request within 48 hours
    • If additional materials are needed, we will notify you by email
  4. Receive feedback
    • Approved: refund amount and expected arrival time
    • Rejected: reasons and alternative solutions (e.g., free corrections)

2.2 Refund processing timeline

  • Review time:Completed within 48 hours of receiving the request.
  • Refund initiation:Refund initiated within 3 business days after approval.
  • Arrival time:Depends on payment method:
    • WeChat Pay / Alipay: 1–3 business days
    • Bank card payment: 3–7 business days
    • International payments: 5–10 business days

2.3 Refund method

All refunds will be returned to the original payment method:

  • WeChat Pay refunds go back to your WeChat Wallet
  • Alipay refunds go back to your Alipay account
  • Bank card refunds go back to the original card
  • We do not support refunds to a different account

3. Refund alternatives

In some cases, we may offer alternatives instead of direct refunds:

✨ Free re-translation

If there are translation errors, we prioritize free re-translation. The revised version will be delivered within 48 hours.

🎁 Service credit compensation

For minor delays or non-critical issues, we may offer credits of equal or greater value for future orders.

⚡ Expedited service compensation

If delivery is delayed due to our fault, your next order may receive free expedited service.

4. Consumer rights protection

4.1 Cooling-off period

Under consumer protection laws, if you cancel within 30 minutes after payment and we have not started processing your file, you can cancel unconditionally and receive a full refund.

4.2 Dispute resolution

If you are not satisfied with our refund decision, you may:

  • Escalate the complaint:Request a supervisor review of your case.
  • Third-party mediation:Seek mediation through consumer associations or relevant agencies.
  • Legal remedies:According to our Terms of Service

4.3 Your rights

As a consumer, you have the following rights:

  • To receive clear and accurate service descriptions
  • To understand complete pricing and terms before payment
  • To receive services that meet promised quality
  • To receive remedies or refunds if services do not meet promises
  • To have personal information protected (see Privacy Policy)

5. Special circumstances

5.1 Force majeure

Delays or non-delivery caused by the following force majeure factors will result in a full refund, without additional compensation:

  • Natural disasters (earthquakes, typhoons, floods, etc.)
  • War, riots, or terrorist attacks
  • Government actions or legal/regulatory changes
  • Major failures of third-party providers (e.g., cloud services)
  • Large-scale cyberattacks or internet outages

6. Contact us

If you have any questions about the refund policy, please contact us:

  • Support email:support@banktranslate.com
  • Business hours:Mon–Fri 9:00–21:00 (Beijing time)
  • Response time:Reply within 48 hours

Compliance email:compliance@banktranslate.com

Legal entity:Infinite Margin Technology Co., Ltd.

Registered address:Room 1703, Building 6, Tianfu Software Park, Chengdu Hi-Tech Zone, Sichuan 610041, China

Policy updates: We reserve the right to update this refund policy at any time. Material changes will be announced on the website at least 30 days in advance. Continued use of the service indicates acceptance of the updated policy. You may view the latest version on this page at any time.