Refund and Cancellation Policy

Agency: ALAMI THAMI
Effective date: 2026-01-01
Contact: [email protected]

We aim to provide accurate translations, clear pricing and fair solutions when plans change. This policy applies to written translation, proofreading, formatting, certification and related document services ordered from us. Interpreting bookings are subject to separate cancellation terms supplied with the quotation.

1. Before your project starts

You may cancel for a full refund before any agreed, chargeable work begins and before we incur any separately authorized, non-recoverable third-party costs.

Receiving payment, opening an order or assigning a translator does not, by itself, count as work performed. Chargeable preparation, formatting and other production stages must be identified in your quotation before work begins. We do not deduct an undisclosed administration or cancellation fee.

If you authorize a third-party service before translation starts, only its documented, non-recoverable cost may be deducted, subject to any overriding statutory refund rights.

2. Cancellation after work starts

You may request cancellation while work is in progress. We will promptly instruct our team to stop and calculate the refund using the work completed when your written request reaches our designated customer-service email. A delay in our reading or processing your request will not increase the amount you owe.

Your refund is the amount paid, less:

• Work already completed, calculated at the rates and production stages in your accepted quotation; and
• Separately authorized, documented third-party costs that cannot be recovered.

We will provide an itemized calculation. We will not charge twice for the same work or retain more than the agreed order price. Where relevant, taxes will be adjusted with the refund. Any completed work you have paid for will be supplied to you; an unfinished document will be clearly identified and may not yet qualify for certification.

Example: If a translation costs 2,000 MAD and 30% of the agreed work is completed when cancellation is received, the refund is 1,400 MAD, assuming no separate costs.

3. Completed projects

A change of plans, a cancelled appointment or no longer needing a completed translation does not qualify for a cancellation refund. This does not limit the quality, deadline or statutory remedies described below.

4. Errors and quality concerns

Please report suspected errors, omissions or failure to follow agreed instructions as soon as possible, preferably within 30 calendar days of delivery. Include your order reference and examples of the problem. This reporting target does not shorten any rights or time limits provided by applicable law.

We will review the concern and correct confirmed errors free of charge. Within two business days of receiving sufficient details, we aim to confirm our assessment or explain what further review is needed and propose a correction deadline appropriate to the document and your stated urgency.

If a material defect cannot be corrected within a reasonable agreed period, we will refund the affected service or portion. If the defect makes the entire translation unusable for the purpose we expressly accepted, we will provide a full refund of the affected translation order.

Alternative wording that is equally accurate is not automatically an error. New source text, changed instructions or a new stylistic preference may require an additional quotation. Corrections needed to meet the original agreement remain free.

5. Delivery deadlines and urgent orders

Your order confirmation will identify whether a delivery time is an estimate or an expressly guaranteed deadline, and any information required from you before work can proceed.

If a delay occurs, we will notify you promptly and explain the available options. If we miss a guaranteed deadline for reasons within our control, we will refund the rush surcharge, if one was charged. You may also cancel unfinished services and receive a refund for those services.

If that delay makes the affected translation unusable for a time-critical purpose and deadline that we expressly accepted in writing before starting, we will refund the affected service in full. We will not impose a revised deadline without your agreement where a guaranteed deadline was part of the order.

6. Certified translations and receiving authorities

Before ordering, please identify the receiving authority, destination country and any known requirements for sworn translation, certification, notarization, legalization or physical originals. We will confirm the requirements our quotation covers and disclose any limitations we know of.

If a receiving authority rejects the translation because we failed to meet requirements expressly included in the order, we will correct or reissue it at no extra charge. If we cannot remedy that failure, we will refund the affected service. Please provide the authority's written explanation where available; we will also consider other reasonable evidence.

Acceptance of a translation is separate from approval of a visa, application, court case or other underlying matter. An adverse decision unrelated to our translation does not, by itself, qualify for a refund. New requirements introduced after the order may require a separate quotation.

7. Additional services and physical documents

Unused certification, notarization, legalization and delivery services will be refunded unless an authorized, documented, non-recoverable cost has already been incurred. Dispatch of a physical document does not remove your remedies for an error in our service. We will investigate delivery problems and arrange an appropriate remedy according to the circumstances and applicable rights.

8. Changes to an order

Contact us promptly to change files, names, languages, instructions or scope. We will confirm any effect on price and timing before undertaking additional paid work. We will not treat an order change as automatic permission to increase the price.

9. Requesting and receiving a refund

Email the contact above with your order number, the service concerned and whether you want cancellation, correction or a refund. For quality or acceptance concerns, attach supporting details where available. No reason is required where applicable law allows withdrawal without justification.

We aim to acknowledge requests within two business days and give a decision within five business days after receiving the information reasonably needed. If further assessment is necessary, we will explain why and provide a response date.

Approved refunds will be initiated to the original payment method within five business days. Your bank or payment provider may take additional time to post the funds. We will not substitute store credit without your agreement. Any shorter statutory deadline takes priority and will not be postponed by our review process.

10. Consumer rights and early commencement

Nothing in this policy excludes or restricts mandatory consumer rights, statutory withdrawal rights or remedies that apply to your order. Where those rights require a more favorable outcome, they prevail over this policy and any quotation.

Where a statutory withdrawal period applies, we will obtain any legally required express request or consent before beginning services during that period and explain the effect on your withdrawal rights. Payment or acceptance of this policy alone will not be treated as that express request or consent. Our voluntary cancellation and quality remedies remain available as described above.

11. Resolving a disagreement

If you disagree with our assessment, reply with the reasons and any supporting information. A manager will review the matter and aim to respond within five business days. This internal review does not prevent you from using any external complaint, payment-dispute or legal remedy available to you.

The version supplied when your order is accepted applies to that order. Later changes to this policy will apply to future orders.