Refund, Cancellation & Withdrawal Policy

1. Cancelling before work begins

You may cancel any order free of charge, for a full refund, at any point before translation work has started — meaning before a translator has been assigned and begun the source document. Contact us with your order reference to cancel.

2. Cancelling after work has started

Once translation work has started, cancellation is still possible, but a pro-rata charge applies for the work already completed at the time you cancel, calculated against the proportion of the document translated or the interpreting preparation already carried out. The remaining balance is refunded.

3. Sworn and certified physical deliveries

Once a sworn or certified translation’s physical hard copy has been dispatched (posted or handed to a courier), that delivery is non-refundable, since the signed and stamped original cannot be recalled once it has left our office. Digital deliverables not yet sent remain cancellable under Sections 1–2 above.

4. Interpreting bookings

Interpreting is booked for a specific date and time, and cancellation terms reflect how close to that booking you cancel:

• 48 hours or more before the booked session: free cancellation, full refund.
• Within 48 hours of the booked session: 50% of the booking value is charged; the remainder is refunded.
• Within 24 hours of the booked session: the full booking value is charged, reflecting the interpreter’s reserved and non-reassignable time.

Rescheduling to a new date is offered wherever possible as an alternative to cancellation, subject to interpreter availability.

5. Right of withdrawal (EU consumers)

Under Royal Legislative Decree 1/2007, consumers ordering from within the EU generally have 14 days to withdraw from an online purchase without giving a reason. However, this right does not apply once the performance of a service has begun with your prior express consent and acknowledgement that the right of withdrawal is lost once performance is complete (Art. 103.a) — which, for a custom translation, typically happens promptly once you confirm your order and provide your source document, since work usually begins the same or the next working day. By placing an order and confirming you want work to begin, you expressly request that we start before the 14-day period ends and acknowledge that your withdrawal right is correspondingly limited once translation work has started, as set out in Sections 1–2 above. Where work has not yet started, you retain the full right of withdrawal.

6. How to request a cancellation or refund

Contact support@overtranslate.com or call +34 647 92 85 20 with your order reference. We confirm the applicable amount before processing any refund, using the original payment method wherever possible.

7. Rejected sworn/certified translations

A rejection by the receiving institution on formal grounds relating to our translation is handled under the acceptance guarantee in our Terms of Service (free correction and re-issue), not under this refund policy.