By purchasing a Crest service, you agree to the applicable refund terms below, subject to your written order and rights under applicable law.
Refund Due to Rejection
If the translation Crest provides is rejected by the receiving agency, we will issue a full refund upon receiving that agency’s rejection notice identifying the rejected translation. Send the notice and your order number to support@crestls.com so we can locate the work and process the request. A rejection of an underlying application for a reason unrelated to the translation is different from rejection of the translation itself. This promise is not restricted to USCIS submissions.
Overview
Below are the most common reasons for refund requests. Please read, understand, and agree to this policy before placing an order. If you believe your order is eligible for a refund or have any questions about our policies, please contact us with all relevant details. We will confirm your request.
Order Changes
Contact Crest before work begins to add or remove services, quantities or source pages. Once work starts, changes may require a revised quote and delivery estimate. We will explain what can still be changed and seek confirmation before undertaking additional paid work.
Cancellations
You may request cancellation before completion. Reimbursement for translation work is prorated according to the work already completed and the agreed order price.
• Two pages ordered for $50 and canceled before assignment: $50 refunded.
• Four pages ordered for $100, with three pages completed before cancellation: $25 refunded for the remaining page. If your actual order used a different page rate, the refund uses that agreed rate.
• Completed translation work is not refunded solely because it is no longer needed; quality concerns and agency rejection are handled under the relevant sections below.
Ancillary services not yet provided are refunded. Completed ancillary services are generally non-refundable, except where the rejection promise, written agreement or applicable law requires otherwise.
Turnaround Times
At checkout, we will provide an estimated processing time based on historical order data. This is the estimated time between assigning your project to a translator and sending back the translation. Since we only work with human translators, we cannot guarantee a specific turnaround time, but we will do our best to exceed the quoted estimate. Processing time begins when the project is assigned to a translator. This is because there may be delays in the initial processing of your order. For example, if you fail to upload a readable source file, select the wrong language pair, or select the wrong number of words/pages, you must fix the underlying issue before the estimated duration starts. Once the project is assigned, the processing time will proceed.
Quality Concerns
Different wording choices may communicate the same meaning. If you believe the translation has a substantive problem, identify the passage and explain the concern so Crest can review it against the source. We will work with you on appropriate corrections. If the work does not meet the agreed quality standard and correction is insufficient, we may provide a free retranslation or an appropriate refund, without limiting rights available under applicable law.
Errors & Mistranslation
Report missing meaning, inaccurate terminology, names or other suspected errors as soon as possible and preferably within seven days of delivery. Crest will review the source and correct confirmed errors promptly. A reasonable transliteration or wording preference is not automatically a mistranslation, but spellings you supplied with the order should be followed. The thirty-day revision window below remains available; neither reporting period removes non-waivable legal rights or the rejection-refund promise.
Revision Requests
Request revisions through your order account or support@crestls.com within thirty days after delivery, including the order number and the passages to review. Corrections to the agreed translation are reviewed against the source version originally submitted. New source material, extra pages or substantially changed content may require an additional quote. Provide preferred personal and place-name spellings before translation whenever possible.
Translation Acceptance
Ask the recipient for its translation, signature and certification requirements before ordering, and share them with Crest. Acceptance decisions belong to the recipient. If the translation is rejected and you receive an agency notice, the Refund Due to Rejection section above applies. A USCIS certified translation is not automatically a sworn translation under another country’s system.
Shipping Issues
Contact Crest promptly if printed documents are delayed, lost, damaged or incorrectly addressed. USPS, FedEx or another agreed carrier may handle delivery under its own service terms. Crest will help investigate and discuss an appropriate replacement, carrier claim or refund where applicable. Carrier practices do not remove statutory consumer rights or Crest’s obligations for its own fulfillment errors.
Missing Pages
We follow a strict quality control process to make sure we do not miss anything while translating your documents. However, if you receive your translations and notice a page or section missing, please contact us immediately. We will fix it as soon as possible. If we are unable to return the missing sections within our promised timeframe, we will communicate this to you and provide the option to refuse the missing translations and instead receive a partial refund, calculated for the missing sections.
Formatting
Unless an agreed desktop-publishing or layout service is included, the translation may reproduce the source’s structure without matching every visual detail. Unclear or damaged source material can limit layout reproduction and legibility. Send the clearest copy available and describe any exact formatting requirement before ordering. This section does not excuse missing content or an incorrectly delivered service.
Interpreting Terms
Interpreters convey what participants say rather than providing their own opinions, legal advice or independent explanations. Background information is used to prepare terminology and support accurate communication.
Cancel at least twenty-four hours before the confirmed start time to avoid the standard cancellation charge. Cancellations with less than twenty-four hours’ notice are charged for the entire scheduled time because the interpreter has reserved that appointment.
For a connection problem or interpreter issue, contact Crest customer support immediately so a substitute or other remedy can be discussed. Charges for service Crest cannot provide are handled under the applicable booking terms and law.
Larger projects may have different cancellation arrangements only where those terms are disclosed and agreed in writing before confirmation. Otherwise, the standard cancellation policy above applies.
How to request a refund
Email support@crestls.com with your order number, contact information, reason for the request and any supporting rejection notice or delivery details. Do not email full payment-card information. Approved refunds are normally returned through the original payment method; the payment provider’s processing time may affect when the credit appears. Mandatory legal rights take precedence over any conflicting restriction in this policy.
