Our cancellation and refund conditions. Clear and straightforward.
Betty Translation GbR ("we", "Betty Translation") provides professional translation and language services delivered digitally. This Refund Policy sets out the conditions under which refunds, partial refunds, or cancellations are available. By placing an order, you agree to these terms.
All services provided by Betty Translation are custom professional services involving skilled specialist labour. Translation of a document is a bespoke deliverable: once a translator has commenced work on your project, material costs have been incurred that cannot be recovered. This is why our refund policy distinguishes between cancellations made before work starts and those made after commencement.
Pursuant to Section 356(4) of the German Civil Code (BGB), the statutory right of withdrawal for contracts for digital content or bespoke services is excluded once performance has commenced with your explicit consent, which you give at checkout.
You may cancel your order for a full refund at any time before we have sent you an order confirmation and the project has been assigned to a specialist translator. To cancel before work starts, contact us at hello@betty-translation.com with your order reference as soon as possible after placing your order. We will confirm cancellation and process a full refund within 5-10 business days to your original payment method.
Once a specialist has been assigned and translation work has commenced (typically within one business day of order confirmation), cancellation results in a partial refund based on the proportion of work remaining. For example, if 40% of the word count has been completed at the time of cancellation, you would receive a refund of approximately 60% of the project fee, minus any applicable processing fees. We will calculate the partial refund fairly based on documented work progress and notify you of the refund amount before processing.
If you believe the delivered translation contains errors, inaccuracies, or does not meet the agreed specification, please contact us within 14 days of delivery. We take quality complaints seriously. Your first step is to raise the issue in writing with specific examples. We will review the complaint and, where errors are confirmed, provide corrections at no charge within the included revision rounds. If you believe the quality is fundamentally below professional standard, we will commission an independent review. Where errors are confirmed as significant, we will offer additional corrections or a partial refund at our discretion, up to the full order value.
Refunds are not available for: style preferences not communicated before project start; changes requested to the source text after translation has begun; corrections resulting from errors or ambiguities in the source document supplied by the Client; or dissatisfaction with the subject matter of a translation that is otherwise accurate.
If a payment is declined or fails, no contract is formed and no work begins. You will not be charged. If a duplicate charge occurs due to a technical issue, we will refund the duplicate amount in full within 5 business days.
To request a refund or raise a quality dispute, email hello@betty-translation.com with: your full name, order confirmation number, date of order, and a clear description of the issue. We respond within 2 business days and aim to resolve all disputes within 10 business days. Refunds are processed to the original Stripe payment method. Stripe processing fees (€0.25 + applicable percentage) may be deducted where the refund results from circumstances outside our control.
If you are a consumer resident in Germany, your statutory rights under German law (including BGB) apply in addition to and are not limited by this policy. Where this policy is more restrictive than applicable mandatory consumer law, the statutory rights take precedence. Our registered address for service is: Betty Translation GbR, Siedlerweg 3, 01809 Heidenau, Germany.
The European Commission provides an Online Dispute Resolution (ODR) platform accessible at https://ec.europa.eu/consumers/odr/. We are not obliged to participate in alternative dispute resolution proceedings but will consider reasonable mediation proposals. Our email for ODR purposes is hello@betty-translation.com.