Refund and Returns Policy

This policy applies to all orders placed with Pinkbrainlab Ltd (trading as TranslateMax) through translatemax.com, and to wallet top-ups. It forms part of our Terms and Conditions.

We supply digital services, not physical goods. Nothing is shipped, so nothing needs to be returned. References to a "return" in this policy mean a refund of money paid.

Consumers ordering online normally have 14 days to withdraw from a contract without giving a reason. Because our services are digital and we begin work immediately, that right is affected by the consent you give at checkout.

Before you can pay, you are asked to tick a box confirming the following:

This is the express request for immediate performance, and the acknowledgement of loss of the right to cancel, required by regulation 37(1) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Your agreement is recorded against your order.

The practical effect is:

If you did not tick that box, no payment was taken and no contract was formed.

You may cancel at any time before we begin translating, for any reason or none. You will receive a full refund of everything you have paid for that order.

Orders sit in an "Under Review" state after payment and before a linguist is assigned. If your order is still in that state, cancellation is always free.

Once a linguist has started, we can still cancel your order, but a full refund is no longer automatic. We will refund the portion of the fee that relates to work not yet performed.

In assessing what to refund we take into account:

• How much of the translation has been completed at the point you tell us to stop.
• Any certification, notarisation or third-party fee we have already committed to and cannot recover.
• Any expedited-delivery premium already consumed by prioritising your order.

We will tell you the amount before processing it, along with the reasoning. If you disagree, raise it with us under the complaints procedure in our Terms and Conditions.

Under the Consumer Rights Act 2015, services must be carried out with reasonable care and skill. If a delivered translation falls short of that standard, you are entitled to a remedy.

Tell us within 30 days of delivery, and give specific examples — the passage, the problem, and what you believe it should say. Vague dissatisfaction is difficult for us to act on; specifics let us fix things quickly.

5.1 How we resolve quality claims

We aim to acknowledge a quality claim within 2 business days and to give you our assessment within 14 days of receiving the details you provide.

Money you add to your TranslateMax wallet remains yours until you spend it.

• Unspent wallet credit can be refunded to the original payment method on request, at any time. There is no fee and no expiry.
• Where credit has been spent on an order, the refund position is governed by that order — sections 3 to 5 of this policy apply.
• Where a refund is due on an order that was paid from wallet credit, we refund it to your wallet by default. Tell us if you would rather have it returned to your card, and we will do that instead.

Wallet credits are not electronic money and earn no interest. See section 7 of our Terms and Conditions.

Email fin@translatemax.com with the following. Sending it from the email address on the account speeds things up considerably.

• Your order number (in the format TRN-YYYYMMDD-NNN) or, for a wallet refund, the date and amount of the top-up.
• The name on the account.
• What you are asking for — cancellation, partial refund, full refund or wallet withdrawal.
• The reason, with specific examples where you are raising a quality claim.

We aim to acknowledge refund requests within 2 business days.

• Refunds are always made to the original payment method. We cannot refund to a different card, a different person, or by bank transfer.
• Approved refunds are submitted to our payment processor within 14 days of approval, and usually much sooner.
• Once submitted, the time for the money to appear on your statement is set by your card issuer — typically 3 to 10 business days. That part is outside our control.

A refund appears on your statement against the same descriptor as the original charge, "TRNMAX".

If the original card has expired or been cancelled, tell us — your issuer will normally still route the refund to the replacement account, but we may need to confirm details with you.

If you do not recognise a charge, it will appear on your statement as "TRNMAX". Please check your order history before contacting your bank — most unrecognised charges are simply the descriptor not matching the trading name.

If you do raise a chargeback, we will respond to your card issuer with the order record, the delivery record and the consent you gave at checkout. We may suspend the account and withhold delivery of any affected order until the dispute is resolved.

Nothing here removes your right to dispute a transaction with your card issuer or your bank. We simply ask you to talk to us first.

We may cancel an order where we cannot complete it to our quality standard, where the material breaches our Acceptable Use Policy, where a sanctions or legal restriction applies, or where a pricing error was obvious.

Where we cancel, you receive a full refund of everything paid for that order, except where the cancellation follows a deliberate breach of our Acceptable Use Policy by you.

Where a delay caused by circumstances beyond our control means we cannot meet your deadline, you may choose to wait or to cancel for a full refund. See section 18 of our Terms and Conditions.

• Refunds, billing and chargebacks: fin@translatemax.com
• General enquiries: info@translatemax.com
• Telephone: +44 7391 482 056
• Post: Pinkbrainlab Ltd, 82a James Carter Road, Mildenhall, Suffolk, IP28 7DE, United Kingdom
• Support hours: Monday to Friday, 09:00–18:00 GMT, excluding UK bank holidays