✓ The refund request is only valid within 15 days after the output is delivered to the client.
✓ A client may return the order with a quality issue, but will be subjected to additional fees: 30% for proofreading and 50% for rework (calculated based on the total cost).
✓ The returned order with a quality issue will be subjected to a round of proofreading.
✓ Files with Grade A (Excellent) and B (Good) are the ones only entitled for a refund.
✓ Refunds will be approved only if after proofreading, the captions or subtitles do not meet our usual standards for quality. A revised copy will need to be submitted by the client.
✓ Our refund policy does not cover orders that are rush or with Difficult quality videos.
✓ Our refund policy does not cover the returned order if the client approves that transcripts and/or translations first before we begin the captioning or subtitling.
✓ Our accuracy guarantee does not cover orders that are rush or with Difficult quality videos, which are also not eligible for any rework.
✓ The turnaround time starts only upon the completion of the payment, and not from the time of file upload.