Refund Policy

At Goally Translations, we provide customized services tailored to the specific needs of each client. For this reason, our translations cannot be considered generic or reusable products. However, we understand that exceptional situations may arise, and we have therefore established the following refund conditions to ensure clarity, accountability, and fairness in every case.

1. Customized Translations and Administrative Charges

All translations are prepared by accredited professionals following specific instructions and formatting requirements. In the event of a cancellation, an administrative fee of 4 % of the total order value may be deducted to cover payment gateway processing fees, where applicable.

2. Order Errors or Incorrect Service Requests

If the client has made an error when selecting the service type, page quantity, or has provided incorrect information, they may request the cancellation of the order provided that processing has not yet commenced. In such cases, Goally Translations may refund up to 100 % of the amount paid or make the necessary adjustments upon agreement with the client.

3. Cancellation Within the Initial Period

• For orders placed directly through our website, if a cancellation request is submitted within the first hour after the documents have been received, and work has not yet commenced, a full refund of the service fee will be issued, less the applicable 4 % administrative charge.
• For orders placed through a direct quotation, the same conditions apply: a full refund will be granted if the order is cancelled within the first hour following order confirmation, provided that work has not yet begun.

4. Cancellation During the Translation Process

• If the order is already in progress and the translation has reached up to 50 % completion, Goally Translations may suspend the work and refund 50 % of the total order value. In such cases, the partially completed translation produced up to that point will be provided to the client.
• If the translation has exceeded 50 % completion at the time the cancellation request is received, no refund will be available.

5. Requests Related to Style or Presentation

Refunds will not be granted based on subjective preferences regarding writing style or the visual presentation of the translated document, provided that the translation meets appropriate technical, terminological, and linguistic standards. Goally Translations undertakes to make reasonable revisions at no additional cost, provided that such requests are submitted within two (2) business days following delivery.

6. Refund Request Process

To request a refund, the client must send an email to hello@goallytranslations.com, including the order or ticket number, the translated document received, and a detailed explanation of the reason for the request. Upon receipt, our customer service team will review the case and communicate a decision within a maximum of seventy-two (72) business hours.

7. Refund Processing

Once a refund request has been approved, the finance department will process the refund within an estimated period of five (5) to seven (7) business days. This timeframe may vary depending on the processing times established by the client's financial institution or payment provider.

8. Final Statement

Goally Translations reserves the right to reject refund requests that do not comply with this policy or where misuse of the service is identified. Our priority is to provide accurate and reliable translations within a framework of mutual respect, transparency, and professional conduct.