Refund Policy
Thank you for purchasing translated regulatory documents from us. We aim for complete satisfaction with the quality and accuracy of our translations.
1. Nature of Our Products
Our products are non-tangible digital goods (PDF documents) that are delivered instantly upon purchase. Due to the nature of digital information, and the fact that the product cannot truly be "returned," our refund policy is designed to be fair while protecting our intellectual property and translation efforts.
2. General Refund Rule: No Refunds
As a general rule, all sales of downloadable digital products are final and non-refundable. Once a customer has downloaded the translated PDF, the sale is considered complete.
This policy is necessary because:
The product is instantly delivered and cannot be "returned."The value of the product is in the information it contains, which is immediately accessible upon download.
3. Exceptions to the No-Refund Rule
We will provide a full refund only under the following specific circumstances:
A. Technical Failure to Download/Access
If, after multiple attempts and assistance from our support team, you are technically unable to download or access the purchased PDF file.
Requirement:
You must contact our support team within
7 days of purchase to report the issue. We will first attempt to resolve the technical issue (e.g., sending the file directly or providing an alternative link). If the issue persists and you confirm you were never able to open the file, a refund may be issued.
B. Major Translation Error (Material Inaccuracy)
If the translated document contains a significant, verifiable error that renders the content materially inaccurate or unusable for its intended regulatory purpose.
Requirement:
You must provide specific examples and references to the corresponding original regulatory text (in Russian/Kazakh) within 30 days of purchase. We reserve the right to first offer a corrected version of the document as the primary remedy. A full refund will only be processed if we cannot provide a corrected version within a reasonable timeframe.
C. Duplicate Purchase
If you accidentally purchased the exact same document twice within a 24-hour period.
Requirement:
You must contact us within 3 days of the duplicate purchase. We will fully refund the cost of the second, identical purchase.
4. Circumstances Where No Refund Will Be Granted
We will not issue a refund based on the following:
Change of Mind:
You simply decided you no longer need the document.
Purchasing the Wrong Document:
You misread the title or purchased a regulatory document from the wrong year or with the wrong scope.
Misunderstanding of Regulatory Content:
You understood the source regulatory document to mean something other than what the translation accurately conveys.
Claiming a Refund After Successful Download:
If our system logs show the file was successfully downloaded and accessed.
5. How to Request a Refund
To request a refund under the specific exceptions listed in Section 3, please follow these steps:
Please, send an email to info@normsandregulations.com with the subject line:
REFUND REQUEST – Order # [Your Order Number]. Clearly state which exception (A, B, or C) applies to your request. Provide detailed information regarding the issue (including screenshots of errors or specific details of translation inaccuracies, if applicable).
We will review your request and respond within 5-7 business days.