Refund Policy

Our promise

Every certified translation we deliver should be accurate and complete, and should include a statement that it is a true and accurate translation of the original document, the date, the translator's full name and signature, and our contact details.

If we get something wrong, we put it right first. If we cannot put it right, we will agree a fair remedy with you, which may include a full or partial refund.

Free corrections

We correct the following free of charge:

• Translation errors. A mistake in meaning, a missed word, stamp or line, or a wrongly converted date.
• Certification errors. A missing date, signature or contact detail on the certificate.
• Name and date spellings. If a name or date does not match your passport, eVisa or Home Office letters, we will update it, even if you did not tell us the spelling before ordering.

Please check your translation as soon as you receive it and contact us promptly if you notice an error. We will send the corrected translation as quickly as we can.

If an organisation does not accept our translation

If the Home Office, the Tribunal, HM Passport Office or another organisation raises a problem with our translation, please send us what they said in writing.

• If the reason is a translation error or a missing certification detail, we will correct it free of charge as a priority. If we cannot fix it, we will refund you for that document.
• If the reason is outside our control, such as a request for notarisation that was not ordered, a problem with the original document, or a decision about your case, a refund will not usually be due. We will still help where we can, for example by quoting for notarisation.

We cannot promise that any organisation will accept a document or make a particular decision. The caseworker or judge decides how much weight to give evidence.

Cancelling an order

Your consumer rights

If you are a consumer, you usually have 14 days to cancel a service contract made online or at a distance, under the Consumer Contracts Regulations 2013. If you ask us to start work within those 14 days, which most customers do, including for urgent orders, you pay for the work done before you cancel. Once the service has been fully delivered, the right to cancel ends.

Instalment orders

If you are paying in instalments and cancel before the work is complete, we work out what is owed for the work already done and refund anything you have paid above that.

If we do not deliver as agreed

If we miss the delivery time we confirmed in your quote because of our own fault, or the service is not provided as agreed, please tell us. We will discuss a fair remedy with you, which may include a full or partial refund. We are not responsible for delays caused by unclear files, late answers to our questions, postal services or third parties such as a notary, the FCDO or an embassy.

What we do not refund

• Differences in wording style where the translation is accurate
• Changes to the original document after we have translated it
• Notary, FCDO, embassy, postage or other third-party fees that have already been paid
• Decisions or rejections for reasons unrelated to our translation

How to ask for a correction or refund

1. Email info@asylumdocumenttranslations.co.uk, or message us on WhatsApp at +44 7482 545337, with your order reference.
2. Tell us what is wrong, and attach any letter or email from the organisation concerned.
3. We will look at your request fairly and reply with a correction or a decision as soon as we can.

Refunds are processed to the original payment method. For business customers on account, we may issue a credit note against the invoice instead.