Return Policy

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At sereneshopeu, we are committed to delivering high-quality translation services that meet your expectations. This Return Policy outlines our policies regarding revisions, refunds, and project cancellations.

Our Satisfaction Guarantee

We stand behind the quality of our work. If you are not satisfied with a translation, we will work with you to make it right. Our goal is to ensure that every translation meets professional standards and fulfills your requirements.

General Legal Requirements

Under UK consumer protection legislation, including the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have certain rights when purchasing services:

• Right to Receive Services as Described: Services must match the description provided and be performed with reasonable care and skill
• Right to Cancel: For services purchased online, you have the right to cancel within 14 days of placing your order, unless the service has been fully performed with your consent
• Right to Request Corrections: If services are not performed with reasonable care and skill, you have the right to request corrections or a price reduction
• Right to Reject: If services cannot be corrected or the failure is significant, you may be entitled to a full or partial refund

These rights apply to consumers only and do not affect your statutory rights. Business customers may have different rights under commercial contract law.

Return Period

For translation services, the following timeframes apply:

• Service Cancellation: You may cancel your order within 14 days of placing it, provided we have not yet begun work on your project with your explicit consent
• Quality Concerns: You must report any quality issues or request revisions within 14 days of project delivery
• Refund Requests: Refund requests must be submitted within 30 days of project delivery, except in cases of significant service failure

These timeframes comply with UK consumer protection legislation. Business customers may have different terms as specified in their service agreement.

Return Conditions

Translation services are considered "returned" or eligible for refund when the following conditions are met:

• The service has not been fully performed, or
• The service was performed but does not meet the agreed specifications or professional standards, or
• You cancel the service within the cancellation period and we have not yet begun work, or
• We are unable to complete the service as agreed through no fault of yours

For digital translation services, "return" means cancellation of the service contract and refund of payments made, rather than physical return of goods. Once a translation has been delivered and accepted, the service is considered complete, though revision rights may still apply.

Return Shipping Costs

As we provide digital translation services, there are no physical goods to return and therefore no shipping costs involved. All deliverables are provided electronically through secure file transfer.

In the event of a refund:

• No shipping or handling fees will be deducted from your refund
• Refunds will be processed to your original payment method
• Any transaction fees incurred will be borne by us, not you

If you have received physical copies of translated documents (such as certified hard copies), you may be responsible for return shipping costs if you cancel after work has begun, unless the cancellation is due to our failure to perform the service.

Return Process

To initiate a return, cancellation, or refund request, please follow these steps:

1. Contact Us: Email us at contactusY3mxs9K1m with your request, including your project reference number
2. Provide Details: Explain the reason for your return or cancellation request, including any specific concerns or issues
3. Review Period: We will review your request within 2 business days and respond with our assessment
4. Resolution: We will propose a solution, which may include revisions, partial refund, or full refund depending on the circumstances
5. Confirmation: Once agreed, we will process your refund or cancellation within 5 to 10 business days

For quality-related returns, please provide specific examples of the issues you have identified to help us understand and address your concerns effectively.

Non-Returnable Items

The following services and circumstances are not eligible for return or refund:

• Services that have been fully performed and delivered, where the quality meets professional standards and agreed specifications
• Customized translations that have been specifically tailored to your requirements and approved by you
• Services where you have changed your mind about needing the translation, after work has begun
• Revisions or additional work requested beyond the original project scope
• Services where you provided incomplete, unclear, or incorrect source material or instructions
• Services cancelled more than 30 days after delivery without prior communication
• Services where the issue is due to your subjective stylistic preferences rather than professional quality standards

If you are unsure whether your situation qualifies for a return, please contact us to discuss your specific circumstances.

Revision Policy

We offer revisions to address legitimate quality concerns or errors in our translations:

Free Revisions

We provide free revisions in the following situations:

• Errors in translation accuracy or grammar
• Terminology inconsistencies within the translated document
• Failure to follow specific instructions provided at the time of project briefing
• Technical formatting issues in the delivered document

Free revisions must be requested within 14 days of project delivery. We will review your concerns and make necessary corrections promptly at no additional charge.

Paid Revisions

Revisions may incur additional charges in these circumstances:

• Changes to the original source document after translation is complete
• Requests for different stylistic approaches not specified in the original brief
• Additional localization beyond the initial project scope
• Revisions requested more than 14 days after delivery

We will provide a quote for paid revisions before proceeding with any work.

Refund Procedure

Our refund procedure is designed to be fair, transparent, and compliant with UK consumer protection legislation:

Eligibility for Refunds

Refund eligibility depends on the stage of your project and the nature of any issues:

Full Refund

A full refund will be issued if:

• You cancel your order within 14 days of placing it and we have not yet begun work
• We are unable to complete your project by the agreed deadline through no fault of yours
• We cancel the project due to our inability to provide the service
• The translation delivered is substantially unusable due to quality issues that we cannot resolve through revisions
• The service does not meet the agreed specifications and cannot be corrected

Partial Refund

Partial refunds may be issued if:

• You cancel the project after work has begun but before completion (refund for uncompleted portion)
• Significant portions of the translation require extensive revision despite our best efforts
• There are documented quality issues affecting a substantial portion of the work
• The service is partially performed but cannot be completed as agreed

Partial refunds will be calculated based on the work completed, costs already incurred, and the proportion of the service that was not performed or did not meet standards.

No Refund

Refunds will not be issued in these situations:

• You simply change your mind about needing the translation after work has begun
• You provided incomplete, unclear, or incorrect instructions for the project
• You disagree with stylistic choices that are within accepted professional standards
• The translation meets professional quality standards but does not match your subjective preferences
• More than 30 days have passed since project delivery without prior communication about quality issues
• The issue is due to changes you made to the source material after translation was completed

How to Request a Refund

To request a refund:

1. Contact us at contactusY3mxs9K1m with your project reference number
2. Clearly state the reason for your refund request
3. Provide any supporting documentation or examples of issues
4. Specify whether you are requesting a full or partial refund

Refund Processing

Once your refund request is approved:

• We will process the refund within 5 to 10 business days
• Refunds will be issued to your original payment method
• You will receive confirmation of the refund via email
• Please allow additional time for your financial institution to process the refund (typically 3 to 5 business days)

If you paid by credit or debit card, the refund will appear on your statement within 5 to 10 business days after we process it. For other payment methods, processing times may vary.

Disputes About Refunds

If you disagree with our refund decision:

• You may request a review of the decision by our management team
• We may arrange for independent third-party quality assessment
• You have the right to seek resolution through alternative dispute resolution or the courts
• As a consumer, you may contact Citizens Advice or Trading Standards for guidance

Order Cancellation Policy

You have the right to cancel your order under the following circumstances:

Cancellation Before Work Begins

If you cancel before we start work on your project, you will receive a full refund of any payments made. This applies to:

• Cancellations made within 14 days of placing your order (for consumers)
• Cancellations made at any time before work begins, regardless of when the order was placed

To cancel, simply contact us at contactusY3mxs9K1m with your order reference number. We will confirm the cancellation and process your refund within 5 to 10 business days.

Cancellation During Service Performance

If you cancel while translation work is in progress, the following applies:

• You will be charged for the work completed up to the point of cancellation
• We will provide a detailed breakdown of completed work and associated costs
• You will receive a refund for any portion of the service not yet performed
• If you have already paid in full, we will refund the difference

We will make reasonable efforts to stop work immediately upon receiving your cancellation request.

Cancellation After Delivery

Once the translation has been delivered and accepted, the service is considered complete. However:

• You may still request revisions under our revision policy if quality issues are identified
• You may be entitled to a refund if the service does not meet professional standards or agreed specifications
• Standard cancellation rights do not apply after delivery, but quality-related remedies remain available

Our Right to Cancel

We reserve the right to cancel your order in the following circumstances:

• We are unable to provide the service due to circumstances beyond our control
• You have provided false or misleading information
• You have failed to make required payments
• The content you have submitted violates our Terms of Use

If we cancel your order, we will provide a full refund unless the cancellation is due to your breach of our terms.

Quality Disputes

If you believe a translation does not meet professional standards:

1. Contact us immediately with specific concerns and examples
2. We will review your feedback with our quality assurance team
3. We will propose a solution, which may include revisions or, in rare cases, a refund
4. If we cannot resolve the issue internally, we can arrange for independent third-party review

Requesting a Refund or Revision

To request a refund or revision:

1. Contact us at contactusY3mxs9K1m within 14 days of project delivery
2. Provide your project reference number and specific details about your concerns
3. Include examples of the issues you have identified
4. We will respond within two business days with our assessment and proposed solution

Processing Time

Approved refunds are typically processed within 5 to 10 business days. Refunds will be issued to the original payment method. Please allow additional time for your financial institution to process the refund.

Contact Us

If you have questions about this Return Policy or need to discuss a specific project, please contact us:

Sereneshopeu
364 Holdenhurst Rd, Christchurch
Bournemouth BH8 8BH
United Kingdom
Email: contactusY3mxs9K1m
Phone: +448453889263