Refund policy

Last updated: 20 September 2026

You may cancel an instruction and receive a full refund within fourteen (14) calendar days of purchase. No questions asked. You do not need to give a reason, complete a questionnaire, or return a physical product.

1. Commercial 14-day promise

This is a commercial guarantee offered by NovaTranslate on Basic (£179.99) and Priority (£189.99) instruction fees paid through this website. It applies whether or not work has started, and whether or not a file has already been delivered, provided the request is made within fourteen days of the purchase date.

We will not require you to justify the cancellation. “No questions asked” means we will not condition the refund on an explanation. We may still ask for the payment reference and the email used at checkout so we can identify the transaction.

2. How to request a refund

1. Open the contact form.
2. Select topic Refund.
3. State the name and email used at payment, the date if known, and any payment or order reference.

A refund request is treated as received when it arrives through that form (or another channel we have confirmed in writing).

3. Timing of repayment

We aim to process approved refunds promptly and, in any event, within fourteen days of receiving a valid request. Repayment is made by the original payment method unless that method is no longer available, in which case we will agree an alternative with you.

4. After a refund

Once the fee is refunded, the instruction is cancelled. You should not rely on, file, publish or represent as current any translation delivered under a cancelled instruction. We may disable further delivery of that file. Confidentiality of material already received continues to apply.

5. After fourteen days

Once the fourteen-day period has ended, this commercial no-questions refund no longer applies. We may still offer a discretionary refund or a revision of the file where there is a demonstrated linguistic defect. Statutory rights, where they apply, are unaffected.

6. Statutory cancellation (consumers)

If you instruct us as a consumer, you may also have a legal cooling-off right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Our 14-day commercial promise is intended to meet or exceed that period for the instruction fee. If you ask us to begin work during a statutory cooling-off period, you may be asked to acknowledge that, for any remaining statutory right, a reasonable charge could apply — except that under this policy we still refund the full fee if you cancel within fourteen days of purchase, no questions asked.

Nothing in this policy reduces your rights under the Consumer Rights Act 2015 if the service is not performed with reasonable care and skill.

7. Chargebacks

Please contact us before raising a card dispute so we can refund under this policy. Duplicate recovery (refund plus chargeback of the same fee) will be contested.

8. Contact

Contact form — topic “Refund”.