This policy explains how Australian Translation & Interpretation Services (ATIS) handles cancellations, change-of-mind requests, duplicate payments and concerns about translation, interpreting or related services. It should be read alongside our Terms and Conditions.
Our services are subject to consumer guarantees that cannot be excluded under the Australian Consumer Law where that law applies. Nothing in this policy limits those rights. If a service does not meet an applicable consumer guarantee, the remedy will depend on the circumstances and on whether the failure is major or minor.
If you request a cancellation before work begins, contact us promptly. We will ordinarily refund amounts paid for services not commenced, less any disclosed and lawful non-recoverable third-party costs that we have already incurred for your order.
Translations and interpreting arrangements are prepared for a specific customer and purpose. If you cancel or change your mind after work begins, we may retain or charge a reasonable amount for work already performed and for any disclosed non-recoverable costs. We will explain the calculation on request.
This change-of-mind position does not affect remedies available for a failure to comply with the Australian Consumer Law.
Changes to documents, language direction, names, formatting, certification requirements, delivery method, appointment details, or receiving-authority instructions may affect the fee and timing. We will seek approval before undertaking material additional work where practicable.
Contact us as soon as reasonably possible and identify the relevant source text, translated text, instruction or service issue. Please include the order reference and any supporting information. We will assess the concern fairly and may ask the assigned practitioner to review it.
Depending on the issue and applicable law, an appropriate remedy may include correcting the work, re-supplying the service, a partial refund, a full refund, or reimbursement of reasonably foreseeable loss where required by law.
A change in preference, preferred transliteration, source document or third-party requirement after delivery is not necessarily a service failure, but we will explain whether any additional work is required.
Under the Australian Consumer Law, a major failure may allow a consumer to cancel the service contract and obtain a refund for the unused portion, or to keep the contract and seek compensation for the difference in value. For a minor failure, the supplier generally has an opportunity to fix the problem within a reasonable time. The legal classification depends on the facts.
A visa, court, university, employer, registration body, or other receiving authority makes its own decision. An adverse outcome does not, by itself, establish that the translation service failed. We will nevertheless review any specific concern about the work or the agreed requirements.
Urgent translations and booked interpreting services may involve reserved practitioner time or work commencing shortly after approval. Any urgency fee, booking condition or disclosed non-recoverable cost will be explained before acceptance. These arrangements do not remove rights that cannot be excluded under the Australian Consumer Law.
If you believe you have paid twice or paid the wrong amount, please send us the payment date, amount, reference and order details. We will investigate and refund any verified overpayment.
Email atis@certifiedtranslator.com.au with the subject “Refund or service review request”.
We will acknowledge and assess the request using the available order records. Approved refunds will ordinarily be made to the original payment method unless another lawful arrangement is agreed.
Please contact us first so we can investigate. Nothing in this request prevents you from exercising rights available through your card provider, payment provider or applicable law. We may give the provider accurate order and service records when responding to a chargeback.
Refund and service concerns may be sent to atis@certifiedtranslator.com.au or discussed by phone on +61 480 030 933.
