The short version
Cancel before we start and you pay nothing. If a submission is returned because of our translation, we correct it free and at the front of the queue — and if it still cannot be accepted, we refund what you paid for it in full. Notary and government fees already paid out on your behalf cannot be recovered.
1 Quotes are fixed
Every order starts with a written quotation. The figure you approve is the figure you pay — translation, certification and delivery within Singapore are included, together with any add-on listed in the quote. There is nothing to refund later for “over-estimates”, because we do not bill by the line or add fees after the event.
If the document turns out to be materially different from what you sent — extra pages, an unreadable section, a different document type — we stop and send a revised quote before doing any further chargeable work. You can accept it or cancel under section 2.
2 Cancelling an order
- Before work begins — cancel at no charge. Anything you have paid is refunded in full.
- After work has started — you pay for the proportion of work already completed, assessed fairly, plus any third-party fee we have already paid on your behalf. The balance is refunded.
- After notarisation, Singapore Academy of Law authentication or an apostille — those fees cannot be recovered, because the act has been performed and the fee paid to the notary or authority.
- Completed and delivered orders cannot be cancelled, but remain covered by our correction promise (section 3) and acceptance guarantee (section 4).
3 Corrections are free
Every translation is prepared by a native speaker of the source language and checked by a second reviewer. If you believe it contains an error, tell us within fourteen days of delivery and point to the passage concerned. Where the objection is well founded we correct and reissue the certified translation at no charge, as a priority.
Matters of style or preference are not errors, and a name, date or number reproduced exactly as it appears on your original is not an error even if the original itself is wrong — we will add a translator’s note where you point out a discrepancy.
4 Acceptance guarantee
If ICA, MOM, ROM or another authority returns or rejects your submission because of the translation we supplied, we correct and reissue it free of charge and at the front of our queue. If it still cannot be accepted, we refund in full what you paid us for that translation.
The guarantee does not cover:
- rejections caused by something other than our translation — a missing supporting document, an expired certificate, an incomplete form, eligibility, or a discretionary decision by the authority;
- requirements you did not tell us about before the work was done, such as notarisation or legalisation;
- source documents that were incomplete, altered or not genuine;
- translations that were edited, retyped or unbound after we issued them;
- appointment fees, travel costs, lost earnings or any other consequential loss.
5 How to ask for a refund
Email hello@icatranslationsingapore.com or message us on WhatsApp with your order number. For a guarantee claim, include the authority’s written reason for the return and send it within thirty days of receiving it. We acknowledge every request within one working day and give you a decision within five.
6 How refunds are paid
Approved refunds go back to the method you paid with — PayNow, bank transfer or card — within seven working days of our decision. Card refunds can take a few more days to show on your statement, depending on your bank. Bank charges on international transfers are not refundable.
7 Same-day and urgent orders
Same-day delivery is free for orders confirmed before 11 AM Singapore time, so there is no rush fee to refund. Where an urgent add-on was quoted and we miss the agreed delivery time because of our own delay, that add-on is refunded automatically. Delays caused by a notary, the Singapore Academy of Law or an embassy are outside our control and do not qualify.
8 Corporate and credit accounts
For accounts invoiced monthly, refunds and adjustments are issued as a credit note against the next invoice unless you ask for a payment instead. Anything else in this policy applies to corporate orders in the same way.
9 Your statutory rights
Nothing in this policy limits any right you have under Singapore law, including the Consumer Protection (Fair Trading) Act. If you are not satisfied with how a refund request has been handled, please contact us first — we would rather put it right ourselves.
10 Contact
Questions about a refund or cancellation: hello@icatranslationsingapore.com, +65 3129 4104 or WhatsApp. Our office is at 7 Temasek Boulevard, #12-07, Suntec Tower One, Singapore 038987, open Monday to Friday 9 AM–7 PM and Saturday 10 AM–3 PM.
This policy should be read together with our terms and conditions, which govern every order.