Refund & Cancellation Policy
Effective Date: November 10, 2026
At Silver Bay Translations LLC ("Silver Bay Translations," "SBT," "we," "our," or "us"), we understand that circumstances can change. This Refund & Cancellation Policy explains how cancellations, refund requests, and concerns about completed services are handled.
Because our translation projects are assigned to designated translators shortly after payment is received, our cancellation window is limited. We encourage customers to carefully review their quote and service details before submitting payment.
1. Upfront Payment
Payment is required in full before translation or other requested services begin. Once payment has been received, Silver Bay Translations proceeds with the order and arranges for the documents to be assigned to a designated translator or appropriate service provider.
This assignment process begins promptly so that we can maintain our turnaround times and coordinate the requested services. By submitting payment, customers acknowledge that work may be assigned and production may begin shortly afterward.
2. Cancellation Requests
Customers who wish to cancel an order must contact Silver Bay Translations as soon as possible by email at info@silverbaytrans.com. Cancellation requests are considered based on the stage of the order when the request is received.
Before translator assignment or commencement of work:
If a cancellation request is received before the documents have been assigned to a translator or work has otherwise begun, a refund may be available, subject to any applicable payment processing costs and legal requirements.
After translator assignment or commencement of work:
Once documents have been assigned to a designated translator or work has begun, cancellation requests generally will not qualify for a full refund. Depending on the circumstances, charges may be retained for work completed, translator commitments, administrative processing, and other costs already incurred.
After completion or delivery:
Orders that have been completed or delivered are generally nonrefundable, subject to the provisions in Section 4 of this policy concerning serious issues with our work and any rights provided by applicable law.
Because assignments are made promptly after payment, the opportunity to cancel before work begins may be very short.
3. No Refunds for Completed Services
Silver Bay Translations does not provide refunds simply because a customer changes their mind, no longer needs a translation, decides not to submit the documents, or is dissatisfied with a completed service for reasons unrelated to a material error attributable to us.
Once translation, notarization, document processing, or another requested service has been completed, the associated charges are generally nonrefundable. This applies even if a customer subsequently decides not to use the completed documents or does not proceed with the application, transaction, or other purpose for which the documents were ordered.
4. Serious Issues with Completed Work
We take the quality of our services seriously. If a customer believes that a completed translation or other service contains a serious issue attributable to Silver Bay Translations, the customer should contact us promptly with an explanation of the concern and supporting information where available.
We will review the matter and determine whether the issue is attributable to our work.
Where a material translation error or other significant service issue is confirmed, we will make reasonable efforts to correct the problem or provide an appropriate remedy.
Depending on the nature and severity of the issue, and whether it can reasonably be resolved, an appropriate remedy may include a corrected translation, replacement service, partial refund, or full refund. Minor preferences, stylistic differences, changes to the original source document, customer-provided errors, or requirements that were not communicated before the order do not automatically constitute grounds for a refund.
5. Receiving Agency Rejections
Silver Bay Translations prepares translations according to the information and requirements available to us at the time of the order. However, government agencies, courts, educational institutions, employers, and other receiving organizations make their own decisions regarding document acceptance.
A rejection or refusal by a receiving authority does not automatically qualify a customer for a refund.
If a document is rejected because of a specific error attributable to our work, we will review the issue and determine an appropriate correction or other remedy where warranted.
Customers are responsible for confirming any special translation, certification, notarization, formatting, or apostille requirements with the receiving organization before placing an order.
6. Notarization and Apostille Services
Notarization and apostille-related services may involve additional processing steps, third-party providers, and costs.
Once a notarization, document processing service, or other related service has been completed, the associated charges are generally nonrefundable.
Apostille services coordinated through our partner may also be subject to the partner's own cancellation, processing, and refund terms. Any refund request involving third-party services will be reviewed based on the work performed, costs incurred, and the applicable provider's policies.
7. Printing and Shipping
Printing, document preparation, and shipping may involve costs that are incurred before physical documents are delivered. Once documents have been printed, prepared, or dispatched through FedEx, those associated costs may not be refundable.
Shipping delays, delivery estimates, and carrier-related issues are subject to the shipping provider's terms and operating conditions. If a shipment is lost or damaged, customers should contact us promptly so that we can review the circumstances and determine what assistance may be available.
8. How to Submit a Cancellation or Refund Request
All cancellation and refund requests must be submitted in writing.
Please email:
Include the following information:
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Customer name
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Order or invoice number
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Date of payment
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Description of the request
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Relevant supporting information, if applicable
For cancellation requests, customers should contact us immediately after deciding to cancel. Waiting may reduce or eliminate the opportunity to cancel before work begins.
For concerns about completed work, please identify the specific issue so that we can investigate it.
We will review requests individually and communicate our decision after considering the status of the order, work already performed, costs incurred, and applicable requirements.
9. Applicable Consumer Rights
Nothing in this policy is intended to waive, exclude, or restrict any consumer rights or remedies that cannot legally be waived or restricted under applicable federal or state law. Where applicable law provides a customer with rights beyond those described in this policy, those legal rights will apply.
10. Contact Information
For questions concerning cancellations, refunds, or concerns about completed services, please contact:
Silver Bay Translations LLC
Website: https://www.silverbaytrans.com
Email: info@silverbaytrans.com
Phone: 877-300-4126
Business hours:
Monday–Friday: 9:00 AM–9:00 PM ET
Saturday: 9:00 AM–1:00 PM ET
Sunday: Closed
Silver Bay Translations LLC is organized in New Jersey and registered as a foreign limited liability company in Ohio.