Refund Policy

1. Management software subscriptions

The 7-day free trial costs nothing, so there is nothing to refund. Please use it to decide whether the Software suits your office before you pay.

Once a subscription period has been activated, its fee and any setup fee are not refundable, in whole or in part, except in these cases:

• We do not activate your subscription: if we decline it, or do not activate it within 5 working days after confirming your transfer, we refund the full amount, including any setup fee.
• Duplicate or mistaken payment: an amount paid twice, paid in excess or paid for a plan you did not order is refunded, or credited to your next renewal if you prefer.
• A serious fault on our side: if the Software, or a core feature of your plan, is unavailable for more than 7 days in a row because of a fault on our side and we have not fixed it within 14 days after you reported it, you may end your subscription and receive a refund for the unused part of the period you paid: the remaining full months of a yearly payment, or the remaining days of a monthly one.
• We discontinue the Software or remove a core feature of your plan during a paid period: you receive a refund for the unused part of that period, calculated in the same way.

No refund is due when you stop using the Software during a paid period, when you move to a smaller plan, or when we suspend or close a workspace because of a breach of the Software Terms of Service.

2. Directory listing plans

Paid listing plans for translators and companies are paid from the marketplace wallet and start as soon as they are paid. Their fee is not refundable once the plan has started, except:

• an amount charged twice or by mistake, which is refunded in full;
• where we reject or remove the listing for reasons that are not a breach of our Terms of Use, or cannot provide the plan’s benefits because of a fault on our side, in which case we refund the unused part of the year.

These refunds are credited to your available wallet balance, which you can withdraw as described in the Terms of Use.

3. Marketplace orders and wallet

Marketplace orders follow the Terms of Use. In short:

• before the provider starts work, either party may cancel the order and the full reserved amount returns to the buyer’s available balance;
• after work has started, a disagreement is settled between the parties or through a dispute, in which our team may release, refund or split the reserved amount;
• our team may refund an order that is not completed and not under dispute, for example if the provider cannot be reached;
• no commission is charged on refunded amounts.

Order refunds are credited to the buyer’s available balance; they are not sent to a bank account automatically. Any available balance that is not reserved for an order can be withdrawn by bank transfer, subject to the minimum shown on the wallet page. A top-up transfer that cannot be matched to your account may be returned to the bank account it came from.

4. How to ask for a refund

Write to us through the help desk, the contact form or by e-mail to info@translationcenters.com within 30 days of the event, giving your workspace or account name, the payment reference, the amount and the reason. We reply within 5 working days, and we may ask for proof of payment.

5. How refunds are paid

Software refunds are paid by bank transfer, in the currency of the payment, to the account that made it — or to another account in the office’s name after we verify it — within 14 days after we approve the refund. We pay our own bank’s charges; your bank’s charges and exchange-rate differences are not refunded.

Listing-plan and marketplace refunds are credited to the wallet, as described above.

6. Contact

Questions about this policy can be sent through the help desk, the contact form or by e-mail to info@translationcenters.com.