Refund Policy

This Refund Policy applies to purchases of Pattrans Standard Words and forms part of our Terms of Service. It reflects how the Service works: you buy Standard Words in advance and consume them as you translate. Paid Plans that include a pack of Standard Words are purchases of Standard Words and are covered by the same rules. Nothing in this Policy limits your mandatory consumer-protection rights.

1. 14-day refund window

You may request a refund of a purchase within 14 days of the purchase date, for any reason and without conditions. You do not need to give a reason, and it does not matter whether you have already used some or all of the Standard Words from that purchase. The refund is returned to the original payment method, and the Standard Words from that purchase cease to be available in your account. Where the purchase was concluded with a Merchant of Record or other authorised reseller, that seller administers the refund under its own process (§10). The remaining sections of this Policy describe how charging, allowance restoration and other remedies work; none of them limits this 14-day right.

2. Standard Words and how charging works

The Service is paid for with Standard Words purchased in advance — a unit of measurement for translation usage that is not transferable, not exchangeable, and cannot be converted into cash; this does not affect the 14-day refund right in §1. Standard Words are consumed only for the translation work actually delivered.

3. Work not delivered is not charged

If a translation job is cancelled, fails, or expires before completion, the Standard Words reserved for the part not successfully processed and included in a usable Output are returned automatically to your translation allowance. You are charged only for the part actually delivered. The return of reserved Standard Words under this section is a restoration of your translation allowance, not a cash refund.

4. Completed translations

Outside the 14-day window in §1, Standard Words validly consumed for a completed, usable Output are final and are not refundable. This does not limit any remedy available for a system error, incorrect calculation of Standard Words, duplicate deduction, unusable Output or other non-conformity, including any remedy required by mandatory law.

5. Unused Standard Words

Outside the 14-day window in §1, purchased Standard Words that you have not used remain available in your account for translation and cannot be exchanged for cash or returned to a payment method, except where a monetary remedy is required by mandatory law.

6. Overpayments and duplicate payments

If you pay more than the amount stated as due for a purchase, or make a duplicate payment for the same purchase, you may choose to (a) receive the excess amount as Standard Words, or (b) request a money refund of the excess or duplicate amount. Errors involving the calculation or consumption of Standard Words are remedied by correcting or restoring the affected Standard Words, unless mandatory law requires another remedy. We will review the available payment and account records to determine whether an overpayment or duplicate payment occurred; where those records reasonably establish an excess or duplicate payment, we will provide the remedy selected under this section. Any unresolved dispute remains subject to the complaint procedure in §11 and to mandatory law.

7. Refund costs

Where a money refund arises from an incorrect charge caused by Pattrans or the systems we use, Pattrans bears the reasonable costs of the refund. Where a refund arises from an overpayment or duplicate transfer you initiated and not caused by Pattrans, the actual bank or other third-party transfer fees may be deducted from the refunded amount, where permitted by law; we will disclose the amount or calculation method before processing the refund. A refund under §1 is returned in full: the deduction described in this section does not apply to it.

8. How refunds are processed and paid

For purchases made directly from Pattrans, eligible money refunds are processed manually by bank transfer. For purchases made from a Merchant of Record or other authorised reseller, that seller processes any eligible money refund using the methods available under its own refund process. We may ask for a receiving bank account in the payer's name to help prevent fraud. We normally initiate an eligible refund within 15 business days after receiving the request and all complete and accurate information reasonably required to verify and process it; if verification or circumstances outside our reasonable control cause a delay, we will inform you of the reason and the expected next step.

9. Account closure and discontinuation of the Service

Outside the 14-day window in §1, if you voluntarily close your account, unused Standard Words are not converted to cash and will cease to be usable after closure, except where mandatory law requires otherwise. During the waiting period after closure (Privacy Policy, §7), if you restore your account your unused Standard Words remain in it. If we close your account without your breach while the Service continues, we will restore access to your unused paid Standard Words through the same account or another account designated by you; unused Standard Words will not be refunded in money unless mandatory law requires otherwise. If we voluntarily discontinue the Service, we will give reasonable advance notice and provide a reasonable period during which you may use your unused Standard Words; any monetary refund required by mandatory law will be processed in accordance with this Policy. If Pattrans becomes subject to insolvency or liquidation proceedings, claims will be handled under applicable insolvency law. Your mandatory consumer-protection rights are unaffected.

10. Purchases through a reseller

If you purchased through an authorised reseller or Merchant of Record (typically international checkout), that party is the seller of record and solely administers any money refund for that sale under its own refund policy and process — please contact it for refunds, billing, tax and invoicing. Pattrans handles Software-related matters, including job failures, restoration of Standard Words and account access, and will provide reasonable product-side information or assistance where needed to identify the responsible party. This allocation does not limit any mandatory consumer right.

11. How to request a refund, and complaints

Email support@pattrans.ai with your account email and the order reference. We aim to acknowledge within 5 business days and to resolve the complaint within 15 business days, including notifying you of the outcome and the reasons; where transaction verification or circumstances outside our reasonable control require more time, we will inform you of the reason and the expected next step. If you disagree, you may escalate to us at the same address or use any dispute mechanism available under applicable law.

12. Your rights

Nothing in this Policy limits your mandatory rights under applicable consumer-protection law.