Refund & Cancellation

Right of withdrawal

Consumers have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day the contract is concluded.

To exercise your right of withdrawal, you must inform us — createtranslate, Fürstenrieder Str. 233, 81377 München, Germany, Email: support@createtranslate.com, Phone: +49 155 6009 3428 — of your decision to withdraw from this contract by an unambiguous statement (e.g. a letter sent by post or an email). You may use the model withdrawal form below, though it is not mandatory. To meet the withdrawal deadline, it is sufficient to send your notice before the withdrawal period expires.

Effects of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you without undue delay, and at the latest within fourteen days from the day we receive notice of your withdrawal. We use the same means of payment you used for the original transaction, unless expressly agreed otherwise.

If you have requested that the service begin during the withdrawal period, you must pay us a reasonable amount corresponding to the proportion of services already performed up to the point you inform us of your withdrawal, compared with the total scope of services under the contract.

Early expiry of the right of withdrawal (§356(4), (5) BGB)

A contract to translate a document you have specifically ordered is a custom service produced to your specification. If, during checkout, you expressly request that we begin the translation before the withdrawal period ends, and you acknowledge that doing so means your right of withdrawal ends once we have fully performed the translation, your right of withdrawal ends once the service is fully performed. If the service is only partly performed at the time of withdrawal, the pro-rata payment rule above applies. We collect this express request and acknowledgement via a separate, un-pre-ticked checkbox at the Review step of checkout.

Model withdrawal form

(If you want to withdraw from the contract, please fill in this form and return it.)

To createtranslate, Fürstenrieder Str. 233, 81377 München, support@createtranslate.com:

I/we hereby give notice that I/we withdraw from my/our contract for the provision of the following service: _______________________
Ordered on: _______________________
Order reference: _______________________
Name of consumer(s): _______________________
Address of consumer(s): _______________________
Date: _______________________

Cancellation & refund terms

(contractual policy, in addition to the statutory right above)

• Fixed-price document orders (the eight standard documents): free cancellation with a full refund any time before a translator is assigned. Once translation has started, the completed portion is charged.
• Individually priced projects: cancellation is charged pro-rata for the portion of work completed at the point of written notice.
• Interpreting bookings: free cancellation or rescheduling up to 48 hours before the assignment; inside 48 hours, 50% of the fee; inside 24 hours, 100% of the fee.