Refund And Cancellation Policy
Plans can change. This page explains when you can cancel an order and when you can get your money back. It is part of our terms and conditions.
Refunds At A Glance
Here is a quick summary. The details are below.
| Situation | Refund |
|---|---|
| You cancel before a translator is assigned | Full refund |
| You cancel after a translator has started | No refund |
| Notary, SAL or courier costs already paid out | Not refundable |
| Our translation has an error | We correct it free |
| We deliver late, by under 24 hours | 10% refund |
| We deliver late, by 24 hours or more | 15% refund |
| You ask for changes after approving the draft | No refund |
Late delivery is measured against the delivery date we agreed in your quote.
Cancelling Your Order
If you cancel before a translator is assigned, we give you a full refund.
Once a translator has started work, we cannot give a refund. This is because the translator's time has already been used on your document.
To cancel, message us as soon as possible. The sooner you tell us, the more likely it is that work has not started.
Third-Party Costs
Some parts of your order are paid to other people or offices. These include the notary public, the Singapore Academy of Law (SAL) and couriers.
Once we have paid these costs for you, they are not refundable. This is true even if you cancel later.
Errors In Our Translation
If our translation has an error, we correct it free of charge. This includes changes that ICA, MOM or another office asks for because of our translation.
Please send us the details of the error, or the message from the office, so we can fix it quickly.
Late Delivery
We agree a delivery date with you in your quote. If we deliver late, you can ask for part of your money back:
10% refund if the delay is under 24 hours. 15% refund if the delay is 24 hours or more.
This does not apply when the delay is caused by late replies from you, late draft approval, or third parties such as the notary, SAL or a courier.
Changes After You Approve The Draft
We send you a draft so you can check names, dates and numbers. Please check it carefully.
If you ask for a change after you approve the draft, we do not give a refund for that. For example, you might want a different spelling of a name. We can still make the change, but it may cost extra, especially if a new notary stamp is needed.
Steps To Ask For A Refund
It only takes a short message.
- 1
Contact us
Email info@icatranslationservices.com or WhatsApp +65 3129 4104.
- 2
Give your order ID
Include your order ID, your name and the reason for your request.
- 3
We review it
We check your order against this policy and reply to you.
- 4
You get your refund
If approved, we process the refund within 7 working days of approval, using the same payment method where possible.
Get Help With A Refund
If you are not sure whether you can get a refund, just ask. You can reach us through our get in touch.