Last updated: 28 May 2025
This policy explains when and how Qlanq OÜ (“Qlanq”, “we”, “us”) grants refunds for translation services ordered through qlanq.com. It supplements the rights you already have under the Estonian Law of Obligations Act and the Estonian Consumer Protection Act, which implement the EU Consumer Rights Directive 2011/83/EU.
1. Definitions
- Standard order – any translation that is not flagged as “Urgent”.
- Urgent order – a translation expressly labelled Urgent / Same-Day.
- Delivery time – the deadline shown in your order confirmation e-mail.
- Erroneous translation – objective linguistic errors that alter meaning (mistranslations, omissions, duplicated segments, corrupted formatting). Stylistic preference or terminology choice alone is not an error.
2. Your statutory right to withdraw
Under EU law you normally have 14 days to withdraw from a distance-service contract. However, Article 16 of Directive 2011/83/EU allows that right to be lost once you:
- Expressly request us to start the service during the withdrawal period, and
- Acknowledge that you will lose the right once we have fully performed the service.
Because translation work begins as soon as you confirm the order, every checkout flow includes the above acknowledgment box. If you cancel before we start working, the standard 14-day withdrawal applies and you will receive a full refund.
3. When we grant a full refund
| Situation | Remedy |
|---|---|
| Non-delivery – we miss the agreed delivery time for any translation and you no longer want the service. | 100 % refund. |
| Urgent order guarantee – you place an Urgent order before 12:00 (noon) on an ordinary working day in Estonia and we fail to deliver by 23:59 the same day or you place it after 12:00 and we fail to deliver by 12:00 the next ordinary working day. | 100 % refund. |
4. Quality issues – rectify first, refund second
- Notice period: You must notify us of suspected errors within 14 calendar days of delivery and supply annotated evidence.
- Rectification window: We have 3 working days (or another period agreed in writing) to correct the translation at no extra cost.
- Refund scale after rectification attempt:
| Error rate in final text* | Refund |
|---|---|
| ≤ 2 % of segments | 0 % (industry tolerance) |
| > 2 % – 10 % | 20 % of order value |
| > 10 % – 25 % | 50 % of order value |
| > 25 % | 100 % of order value |
* Calculated on the number of unique translation units (sentences / strings).
5. Exclusions
We do not issue refunds when:
- the translation is delivered on time and free of objective errors but you change your mind about glossary, tone, register or formatting;
- source files are illegible, corrupted or incomplete;
- delays arise from force-majeure events beyond our reasonable control (e.g., national network outage, acts of God), in line with § 103–105 of the Law of Obligations Act.
6. How to request a refund
- E-mail [email protected] with order ID, reason, and supporting evidence.
- We acknowledge your claim within 2 working days.
- We investigate and notify you of the outcome within 14 days (or provide justified reasons for an extension).
- Approved refunds are processed to the original payment method within 14 days of approval, covering the amount you actually paid, including VAT.
7. Alternative dispute resolution
If you are a consumer and we cannot resolve your complaint, you may submit it to the Consumer Disputes Committee at the Estonian Consumer Protection and Technical Regulatory Authority (TTJA) or via the EU ODR platform. Participation in ADR does not affect your right to bring legal action before Estonian courts.
