Return and Refund Policy for Translation Services

1. Legal Framework

We are committed to complying with the Consumer Protection Law in the Sultanate of Oman (Royal Decree No. 66/4102) and its executive regulations. Under this law, consumers have the right to claim compensation, refund, or repair of defects after purchasing a service.

This policy outlines your rights and our obligations regarding returns and exchanges of translation services provided through the Mubeen document translation platform. We provide document translation services, not physical goods.

2. Return Period

Customers have the right to request retranslation or refund within 15 days from the date of receiving the translated file in the following cases:

• If the translation contains substantial errors that affect meaning or accuracy
• If the translation does not meet the agreed specifications (translation type, language, etc.)
• If a wrong translation was delivered or for a different document than requested
• If the translation does not serve the agreed purpose
• If the translation was rejected by the reviewer due to non-compliance with standards

Important Note: After the 15-day period expires from receiving the final translation, the right to exchange or return may not apply except in exceptional cases that will be evaluated individually.

3. Cases Where Returns / Retranslation Are Accepted

We accept return and retranslation requests in the following cases:

3.1 Translation Errors

If the translation contains substantial errors in meaning, grammatical and spelling errors that affect translation quality, or errors in technical or legal terminology (in case of legal translation), you have the right to request retranslation or refund.

3.2 Non-Compliance with Specifications

If the translation does not match the agreed specifications at the time of order submission (such as: legal translation type vs. regular, target language, required formatting, etc.), you can request retranslation or refund.

3.3 Wrong Translation Delivered

If a translation for a different document than the one uploaded was delivered, or if the translated file was delivered incorrectly or incompletely, you have the right to return it and request the correct translation.

3.4 Translation Rejected by Reviewer

If the translation was rejected by the reviewer due to non-compliance with required standards, the translation will be automatically redone or you can request a refund.

3.5 Failure to Serve Agreed Purpose

If the translation does not serve the agreed purpose (such as: not suitable for official use in case of legal translation), you can request retranslation or refund.

4. Our Obligations (Service Provider)

4.1 Accepting Returns and Retranslation

We are committed to accepting retranslation or refund requests in the cases mentioned above without charging the customer additional costs in cases of errors or non-compliance on our part.

4.2 Review of Returned Translation

We will review the returned translation (evaluate it) before approving retranslation or refund to ensure the validity of the claim and its compliance with the mentioned terms.

4.3 Conditions for Retranslation Request

To request retranslation or refund, you must:

• Provide evidence of errors or non-compliance (such as: screenshots, detailed description of errors)
• Provide proof of order (order number, invoice, payment receipt)
• Contact us within the 15-day period from receiving the translation
• In case of translation rejection, you can re-upload the original document for retranslation

5. Service Purchases

All translation services provided through our electronic platform are subject to this return policy. We are committed to clearly explaining the return policy as required by the Sultanate of Oman's regulations for electronic services.

We ensure that the return policy is clear and compliant with the Consumer Protection Law in the Sultanate of Oman, especially regarding "distance contracts" (such as ordering translation online).

6. Exceptions

The right to return or retranslation may not apply in the following cases:

• Translations that have been explicitly accepted and approved by the customer
• Translations that have been used or relied upon officially (such as: submitted to official authorities)
• Translations that have been modified or changed by the customer after receipt
• Urgent translation orders that have been completed according to agreed specifications
• Minor errors that do not affect overall meaning or accuracy (such as: minor spelling errors that can be corrected)

In cases of dispute regarding the possibility of return or retranslation, each case will be evaluated individually according to its specific circumstances and translation quality standards.

7. Complaint / Refund Processing Mechanism

7.1 Submitting a Return or Retranslation Request

To request retranslation or refund, please:

• Provide evidence of errors or non-compliance (screenshots, detailed description)
• Provide proof of order (order number, invoice, payment receipt)
• Contact us through available communication channels on the platform
• Fill out the return or retranslation request form (if available)
• In case of translation rejection, you can re-upload the original document directly through the platform

7.2 Processing the Request

After receiving the return or retranslation request, we will review the request and translation within a reasonable period (usually 3-5 business days). You will be notified of the review result through the platform or email.

7.3 Retranslation

In case of approval for retranslation, we will retranslate the document according to the correct specifications. You will be notified when the new translation is completed.

7.4 Refund

In case of approval for refund, the amount will be refunded to the original payment method (e.g., card, bank account) within a specified period (usually 7-14 business days) depending on the payment method used.

7.5 Dispute Resolution

In cases of dispute or dissatisfaction with our decision, you can refer to the Omani Consumer Protection Authority to file an official complaint.

8. Translation Quality and Service Guarantees

We are committed to providing high-quality and accurate translations. In case of any translation quality issues, we guarantee:

• Review of translation by specialized reviewers before delivery (in case of legal translation or upon request)
• Ability to request modifications to the translation in case of minor errors
• Free retranslation in case of substantial errors
• Quick response to repair or retranslation requests

9. Penalties for Violators

We are committed to respecting all consumer rights in accordance with the Consumer Protection Law in the Sultanate of Oman. There are fines and penalties for companies that violate consumer rights, and we affirm our full commitment to applying all relevant laws and regulations.

10. Contact Information

For any inquiries or return/retranslation requests, please contact us through:

• Email: info@mubeen.om
• Phone: +968 77226060
• Address: Muscat, Sultanate of Oman
• Business Hours: 8AM - 1PM & 3PM - 9PM
• Mubeen Platform: Through your account on the platform

11. Policy Updates

We reserve the right to update this policy at any time. You will be notified of any material changes to the return policy through the platform or email. It is recommended to review this policy periodically to stay informed of any updates.