Refund Policy

1) Scope & Who this applies to

This Refund Policy covers all translation/localization Services purchased from iConic Translation World Pvt Ltd by B2C (Individuals in India) and B2B/Enterprise customers, regardless of payment method (Payment Gateways or Direct Bank Transfer).

• Payment Gateways: Cashfree, PayU, Razorpay (as enabled on the checkout page).
• Direct bank transfers: NEFT, RTGS, IMPS, SWIFT.

2) Definitions

Kickoff = when we allocate linguists/reviewers and start any project work. Delivery = when we share the agreed Deliverables. Third-party costs = vendor fees (e.g., reviewers/DTP), courier or attestation fees, and Payment Gateway charges/penalties.

3) General refund principles

• Our Services are bespoke and time-bound. Refunds are available in limited cases as outlined below.
• Where work has started, refunds are typically partial/pro-rata based on completed effort and committed third-party costs.
• Approved refunds are paid to the original payment method (or via bank transfer if agreed) subject to gateway/bank timelines.

4) Eligibility by stage

4.1 Before kickoff (no work started)

Full refund of service fees paid, less any non-recoverable Payment Gateway fee if applicable.

4.2 After kickoff (work started, before delivery)

Partial refund = amount paid minus the value of work already completed and any committed third-party costs. We will share a brief log on request (e.g., hours/word-count allocated).

4.3 After delivery

Refunds are generally not available post-delivery. If a material non-conformity is reported within your review window, we will correct it as per our Terms (Warranties & Remedy).

5) Non-refundable items

• Services fully delivered and accepted (explicitly or by lapse of review period).
• Government/attestation/courier fees already incurred on your behalf.
• Gateway penalties/chargeback fees caused by unauthorized or disputed usage.
• Urgent/rush surcharges for work already performed.

6) How refunds are calculated

• Work done: Pro-rata based on words/hours allocated, DTP/engineering time, reviewer time, and PM effort.
• Minimums: If a minimum project charge applies and work has started, at least the minimum may be deducted.
• Third-party costs: Vetted linguists/reviewers, DTP, courier, or compliance fees already committed are deducted if not recoverable.
• Gateway charges: We do not mark up Payment Gateway fees; where the provider does not refund its fee, that portion may be non-recoverable from the gateway/bank.

7) Payment methods, gateways & timelines

Approved refunds are initiated promptly by iConic Translation World Pvt Ltd and completed subject to the timelines of the Payment Gateway or bank.

*Indicative ranges; actual completion depends on your bank/gateway processing windows, holidays and reconciliation cycles.

7.1 Original method & exceptions

Refunds are sent to the original payment method. If that is not feasible (e.g., expired card or closed account), we may use an alternate method (e.g., bank transfer) after verifying ownership.

8) How to request a refund

1. Email billing@itranslationworld.com with subject “Refund Request — [Order/Invoice #]”.
2. Include: order/invoice number, payer name, payment date & method, reason for request, and any supporting files.
3. We acknowledge within 2 Business Days and share next steps (information, calculation, or a correction plan).

For security, we may request proof of identity/authority before processing the refund.

9) Chargebacks & payment disputes

• If a chargeback is raised, we may pause work/delivery until the dispute is resolved with the Payment Gateway or bank.
• If resolved in our favor, you remain responsible for the project fee and any gateway penalties.
• If resolved in your favor, we will not separately process a duplicate refund.

10) Duplicates, overpayments & failed transactions

• Duplicate debits/overpayments: Fully refundable after reconciliation.
• Failed debits but account charged: We coordinate with the Payment Gateway/bank to reverse the charge.
• Incorrect amounts: We adjust by refund or supplemental invoice/credit note, as appropriate.

11) Currency, GST & adjustments

• Refunds are processed in the original transaction currency. Exchange rate differences or bank conversion fees are outside our control.
• GST: If a tax invoice was issued and a refund is granted, we may issue a credit note as per applicable rules.

12) B2C (Certified) vs B2B (Enterprise) specifics

12.1 Individuals in India (Certified Translations)

• Before kickoff — full refund (less non-recoverable gateway fee, if any).
• After kickoff — partial refund factoring completed work and committed costs.
• After delivery — no refund; corrections provided within review window for material issues.

12.2 B2B/Enterprise

• Refunds/credits align with your SOW/PO and these terms (order of precedence applies).
• Where invoiced on credit, we issue a credit note instead of a payment refund.

13) Exceptions & remedies

If a defect is attributable to iConic Translation World Pvt Ltd and reported within the review period, our primary remedy is correction/rework at no extra cost within a reasonable time. Refunds are considered if correction is not feasible or agreed.

14) Changes to this policy & contact

We may update this policy to reflect legal, technical or process changes. The “Effective date” above will be revised and material changes highlighted here.

Billing/Refunds: billing@itranslationworld.com
Legal: legal@itranslationworld.com
Support: support@itranslationworld.com

Document version: REFUND-2025-09-05