Thank you for choosing our Multilingual Information Retrieval & Translation services. We value your trust and aim to deliver exceptional quality and reliable results tailored to your specific needs. This Refund and Returns Policy outlines the terms and procedures related to refunds, returns, and revisions of the services we provide. Please read carefully to understand your rights and obligations.
1. Nature of Our Services
Our services are digital, custom-made, and involve complex research, translation, and analysis. Deliverables include reports, translated documents, data tables, and other digital files tailored to your requirements. Due to the bespoke and non-tangible nature of these services, traditional returns (physical product returns) are not applicable. Instead, we offer revisions and refunds under specific conditions outlined below.
2. Eligibility for Refunds and Revisions
You may request a refund or service revision if any of the following conditions apply:
- Failure to Deliver: We do not deliver the service within the agreed timeframe without prior notice or valid justification.
- Incomplete or Missing Deliverables: The delivered materials lack major components or sections explicitly promised in the service agreement.
- Substantial Quality Issues: The output contains critical errors, inaccuracies, or omissions that materially affect the usability or validity of the service, provided these issues are not caused by unclear client instructions or scope changes.
- Wrong Service Provided: You receive a service different from what was ordered, such as translation into the wrong language, retrieval of incorrect data categories, or unrelated content.
- Violation of Confidentiality or Data Security: In the unlikely event of a breach, you have the right to request contract termination and refund.
3. Grounds Excluded from Refunds
Refunds or returns will NOT be issued for:
- Minor formatting preferences or stylistic issues that do not impact service quality.
- Requests to alter the project scope or add additional requirements after service commencement.
- Delays or issues caused by the client’s failure to provide necessary data, feedback, or approvals on time.
- Dissatisfaction due to subjective expectations when the deliverable meets the agreed specifications.
- Failure to raise objections within the review period (see Section 4).
4. Review Period and Revision Process
- Upon receiving the final deliverables, you have 7 calendar days to review and notify us of any issues, errors, or missing elements.
- We offer up to two rounds of revisions free of charge to address legitimate concerns related to the original scope and instructions.
- Revision requests must be clear and specific, describing the issues to be corrected.
- If after two revisions the problems persist or cannot be adequately resolved, you may request a refund as outlined herein.
- If no feedback or objections are received within 7 days, the service is deemed accepted and final.
5. Refund Request Procedure
- Submit your refund request by contacting our support team via email or the website contact form, including:
- Order number or service contract reference
- Detailed description of the issue and reasons for refund
- Supporting documents or correspondence if applicable
- We will acknowledge your request within 2 business days and may request additional information for assessment.
- Our investigation and decision will be completed within 5 business days of receiving all necessary information.
- Approved refunds will be processed via the original payment method within 10 business days.
- Partial refunds may be offered if parts of the service were delivered correctly or revisions were completed satisfactorily.
6. Cancellations and Early Termination
- If you wish to cancel an ongoing service before completion, please notify us immediately.
- Refunds for cancellations depend on the amount of work completed and will be prorated accordingly.
- Work already delivered and accepted by the client will not be refundable.
7. International and Digital Service Considerations
- As services are provided digitally worldwide, physical returns do not apply.
- Refunds and revisions apply strictly to digital content and services ordered.
- Payment processing times may vary depending on your financial institution or payment system.
- In case of payment disputes, please contact your payment provider as well.
8. Contact and Support
For any questions, clarifications, or to initiate a refund or revision request, please contact us promptly:
support@ex-act-search.today
9. Final Notes
- This policy is part of our service agreement and applies to all orders unless otherwise specified.
- We reserve the right to update this policy; clients will be notified of significant changes.
- By ordering our services, you agree to the terms outlined here.
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