Refunds and cancellations

1. Your statutory cooling-off period

If you are a consumer and you order online or by email, the Consumer Contracts Regulations 2013 give you 14 days from the day the contract is made to cancel without giving a reason.

Translation work is personalised to your documents, so we do not start work within the cooling-off period unless you expressly ask us to. When you choose a turnaround that requires us to start straight away (which is almost always), you are asking us to begin within the cooling-off period, and you acknowledge that once the work is fully performed, the right to cancel is lost. If you cancel after asking us to start but before we finish, you pay for the proportion of the work done, and we refund the rest.

2. Cancelling a translation order

Before work has started: full refund, no questions, usually processed within 2 working days and always within 14 days, to the original payment method.

After work has started at your request: you pay for the proportion completed at the time your cancellation reaches us; the remainder is refunded.

After delivery: the work is complete and no refund is due, but if anything in the translation is wrong, we correct it free of charge at any time. That commitment does not expire.

3. Cancelling an interpreting booking

Interpreting reserves a specific person for a specific time, often with travel. The fee schedule reflects that reality and applies to consumers and businesses alike unless your written booking confirmation says otherwise.

More than 48 hours before the booking: no charge.

Between 24 and 48 hours before: 50% of the booked fee (travel not charged).

Less than 24 hours before, or non-attendance by your side: 100% of the booked fee, plus travel already reasonably incurred.

If a court hearing or official appointment is adjourned by the court or authority rather than by you, we will always try to rebook the same slot first, and we apply the schedule above only where the time genuinely cannot be refilled.

4. Family support packages and employer retainers

Fixed-fee packages can be cancelled before the first session for a full refund. After work begins, unused defined sessions are refunded pro rata.

Employer retainers run monthly and can be ended with one month's written notice. Inclusions do not roll over unless the retainer agreement says they do.

5. If we cancel

If we ever have to cancel or cannot meet a confirmed commitment for reasons within our control, you receive a full refund of anything not delivered, plus the express uplift refunded on any late express order. Where we can, we will also help you find an alternative provider quickly, because your deadline matters more than our pride.

6. How to cancel

Email hello@amberlinguistics.com from the address you ordered with, and tell us the order or booking reference. Cancellation takes effect when it reaches us. We confirm every cancellation in writing.