Refund & Cancellation Policy
Last updated: September 2026
1. Our Guarantee
Every T-NOVA translation is prepared to meet NAATI and Department of Home Affairs requirements. This policy explains exactly when you're entitled to a free correction, a refund, or neither, and how to request one. It supplements our Terms of Service.
2. Cancelling Before Translation Work Begins
You can cancel for a full refund at any time before your translator has started work on your order. If you contact us to cancel, we'll tell you right away whether work has already started.
3. Cancelling After Translation Work Has Begun
Once translation work has started, the order is no longer eligible for a cancellation refund, because payment covers the translator's time and completion of your document. The Acceptance Guarantee below still applies once your translation is delivered.
4. Free Correction (Acceptance Guarantee)
If your translation is rejected by the Department of Home Affairs (or an equivalent authority) because of an error on our part, for example a mistranslation or a missing certification element, we will correct and redeliver it free of charge. To qualify, contact us within 90 days of delivery, which is also when we delete the translated output file (see our Privacy Policy). We may ask you to show the rejection notice or equivalent evidence.
5. Refund Instead of Correction
If we can't correct the error, or the corrected document would no longer be usable for your application (for example, your submission deadline has passed), you can ask for a refund instead of a correction. On orders covering multiple documents, this applies only to the document affected by our error, not the full order.
6. What Isn't Covered
Free correction and refunds under this policy do not apply to:
- Errors, omissions, or illegibility in the document you originally provided to us
- A rejection or refusal for reasons unrelated to the accuracy of our translation
- Delivery delays caused by your late response to our questions
- A correctly delivered translation that you simply no longer need or want
7. Express Surcharge Refund
If you paid for Express (24-hour) turnaround and we deliver later than the confirmed time due to a delay on our side, we refund the express surcharge for that order.
8. How to Request a Refund or Correction
Email tnovatranslate@gmail.com with your order details and the reason for your request. We respond within 3 business days.
9. How Refunds Are Paid
Approved refunds are returned to your original payment method. Processing typically takes 5-10 business days to appear on your statement, depending on your bank or card provider.
10. Chargebacks
If you have a concern about an order, please contact us first. Most issues are resolved faster this way than through your bank. If a payment dispute (chargeback) is filed, we will provide your bank or card provider with evidence of delivery, our correspondence with you, and these policies.