In short
| Situation | What happens |
|---|---|
| You withdraw within 14 days (consumers) | Full refund, or pro rata if you asked us to start at once (see section 2) |
| Work has not started | Full refund |
| Work has started | Refund minus the part already done |
| Translation delivered | No refund. Free corrections for 30 days |
| An authority rejects our work because of our error | We correct it free, or refund that item |
| Interpreting session | Free up to 72 hours before. 50% from 72 to 24 hours. 100% within 24 hours |
1. Who this applies to
This policy forms part of our Terms of sale. Section 2 applies to consumers: individuals who order for purposes outside any business activity. Business customers have no statutory right of withdrawal; sections 3 to 9 apply to them by contract.
2. Right of withdrawal for consumers (14 days)
If you order online as a consumer, you may withdraw from the contract within 14 days, without giving a reason. The period starts the day the contract is concluded, that is the day you place your order.
- If you did not ask us to start at once, we begin work after the 14 days have passed. If you withdraw, you pay nothing and we refund you in full.
- If you asked us at checkout to start at once, we begin immediately. If you withdraw before the translation is delivered, you pay an amount in proportion to the work already done by the time you tell us, compared with the whole order (Article L221-25 of the Consumer Code), and we refund the rest.
- Once the translation is fully delivered within the 14 days, and you have asked us to start at once and acknowledged that you lose your right to withdraw when the service is fully performed, you can no longer withdraw (Article L221-28, 1° of the Consumer Code).
To withdraw, tell us clearly by email to support@theurbantranslators.com or by post to The Urban Translators, 38 Rue Noël Castel, 83200 Toulon, France. You may use the form at the end of this page, but you do not have to. We confirm receipt. We refund you within 14 days of receiving your notice, by the payment method you used.
3. Before work starts
You may cancel an order for a full refund. Write to us with your order reference. We refund you within 14 days, by the payment method you used.
4. After work has started
If you cancel, we refund the price minus the part already done, counted by words or pages completed.
5. After delivery
Completed work is not refunded. Instead, we correct for free any error or omission that is ours for 30 days after delivery. Write to support@theurbantranslators.com with your order reference and the point concerned.
6. If an authority rejects the translation
If a body rejects a certified translation because of an error of ours, we correct it free. If we cannot correct it, we refund that item. This does not cover a rejection for a reason outside our control, for example when the body requires a sworn translation. Our Which translation? page and four-question check help you check this before you order.
7. Word-count differences
On per-word work, if the real word count differs from your declaration by more than 10%, we tell you the new price before we start. You may accept and pay the difference, accept and be refunded the difference, or cancel for a full refund. If the difference is 10% or less, the price stands.
8. Interpreting
- Cancel more than 72 hours before the session: no charge.
- Cancel between 72 and 24 hours before: 50% of the price.
- Cancel less than 24 hours before, or do not attend: 100% of the price.
- Reschedule once for free, up to 48 hours before the session.
For consumers, the right of withdrawal in section 2 also applies; if you asked us to start before the end of the 14 days and the session has taken place, you pay for it.
9. If we cancel
If we cannot carry out your order, for example because a file cannot be read or the language pair is not one we offer, we refund you in full.
10. How we refund
By the payment method you used, within 14 days of agreeing to refund you. If you paid in test mode there is nothing to refund.
11. Consumer mediation
If we cannot settle a dispute, you may use a consumer mediator free of charge: [[CLIENT: consumer mediator name, postal address and website]].
Model withdrawal form
Complete and return only if you want to withdraw from the contract.
To The Urban Translators, 38 Rue Noël Castel, 83200 Toulon, France, support@theurbantranslators.com:
I hereby give notice that I withdraw from my contract for the provision of the following service: ………
Ordered on (date): ……… Order reference: ………
Name of consumer: ………
Address of consumer: ………
Signature of consumer (only if this form is on paper): ………
Date: ………