Refund Policy

General principle

Panda Translation is committed to delivering accurate and complete translations in line with the client brief. If you are dissatisfied, we invite you to contact us before initiating any formal dispute.

Before work begins

If payment has been made but no briefing session has been held and no document file has been received, the client may request a full refund within 14 days of purchase. The refund will be processed minus Stripe transaction fees (approximately 1.4-2.9% + EUR 0.25).

After work begins

Once the translation project has started (documents received, briefing complete, translation work commenced), the payment covers work already performed and is non-refundable. If cancelled after start, work completed to the point of cancellation is considered delivered.

Quality not matching brief

If the delivered translation materially does not match the signed brief or contains substantial errors, notify us within 14 days of delivery at hello@panda-translation.com. We will carry out necessary corrections at no extra charge or issue a partial refund proportional to the non-conforming portion.

Support hours

Support hours are non-refundable once delivered. Purchased but unused hours expire without refund after 90 days.

How to request a refund

Write to hello@panda-translation.com with subject "Refund - [order number]". We will respond within 2 business days.