Refunds and Money Back Policy

This policy sets out the terms and conditions for warranty, adjustments and returns for translation services provided by Translators.co SAS, in strict compliance with Law 1480 of 2011 (Consumer Statute of Colombia) and other applicable regulations.

1. Quality Assurance and Availability for Corrections

To make this inspection and adjustment guarantee effective, the following conditions will apply:

• Fidelity to the original document: The requested adjustments must strictly adhere to the content, meaning, and format of the original source document submitted for translation. No additional or different information from the base text may be included.
• Reasonableness and timeliness: Requests for correction must be reasonable, justified, and submitted within the 10 business days following the date of delivery of the final translation.
• Prior correction: In accordance with Article 11 of the Consumer Statute, in the event of a justified complaint with the service, the first obligation of Traductores.co SAS is the free correction of the text or the provision of the service under the agreed optimal conditions, before proceeding to any type of refund.

2. Exceptions to the Refund

Given that document translation services (including official translations) constitute a highly personalized and commissioned service, No refunds or returns will be issued. in the following scenarios, which are covered under current Colombian legislation:

• Services already executed or in execution: In accordance with the exceptions to the Right of Withdrawal (Article 47, paragraphs 2 and 3 of Law 1480 of 2011), the right of withdrawal and the refund of money do not apply to service contracts whose execution has begun with the consumer's agreement, nor to services tailored to the consumer's specifications (highly personalized). Once the team has begun the translation process, the service is considered to be in progress.
• Stylistic or subjective preferences: If the translation is grammatically, terminologically, and contextually correct and faithful to the source document, returns based on personal style preferences or synonyms used subjectively by the client or third parties will not be accepted.
• Subsequent modifications to the source document: No refunds or free adjustments will be accepted if the client modifies, alters, or updates the original document after it has been quoted and the translation process has begun. Any new text will require an additional quote.
• Errors, ambiguities or illegibility in the original: Traductores.co SAS translates the text exactly as presented. We are not responsible for, nor do we process returns for, inconsistencies, grammatical errors, illegible stamps, or unreadable fragments present in the source document provided by the client.
• Rejection due to external procedures: No refunds will be issued if the translation is rejected by a destination entity due to administrative requirements unrelated to the accuracy of the translation (e.g., lack of prior apostilles on the original document, expiration of the document's terms, or consular requirements not communicated at the time of contracting the service).
• Delays attributable to the customer: There will be no refund if the service is delayed due to the customer's failure to respond to clarifications of terminology, delays in sending final documents, or outstanding payments.

3. Cases in which a Refund DOES apply

The customer will have the full right to request a refund of their money only under the following circumstances:

• Failure to deliver: If Traductores.co SAS does not deliver the translation and the agreed deadline has expired without justification of force majeure, fortuitous event or causes attributable to the client.
• Impossibility of correction: If, after applying the warranty (correction of the document), the service continues to present serious technical deficiencies or verifiable critical omissions that prevent its original purpose.
• Double or unauthorized charges: When it is proven that the payment system or collection gateway has generated a duplicate debit or a debit exceeding the quoted and accepted amount, the excess will be refunded.
• Cancellation prior to start: If the customer cancels the service before that our team of translators has not started any translation work on the document. (In these cases, transactional or financial costs generated by the payment gateway may be deducted).

4. Complaint Procedure

To request a warranty repair or to evaluate an exceptional case for a refund, the customer must follow these steps:

1. Send a formal request to the email address contacto@traductores.co (or by replying to the email where you received your translations), indicating your full name and the invoice or quote number.
2. Specify in detail the fragments of the translation that are the subject of disagreement, comparing them precisely with the original source document.
3. Traductores.co SAS will issue a formal and technical response within a period not exceeding 5 business days, determining the origin of the free adjustment or the steps to follow.
4. If approved and a refund is issued, it will be processed via transfer to the bank account of the original payment holder within a maximum of 15 business days, as stipulated by law.