This policy applies to document certification/legalisation services (e.g. the Thai MOFA and the embassies/consular sections of France, Belgium, Switzerland and Luxembourg) and translation services provided by SUKO Translation (Le Jardin de Suko Co., Ltd.).
1) No refunds
No refund will be granted in the following cases:
Documents already submitted: we have already filed/submitted the documents to the competent authority (embassy/consular section or Thailand’s Ministry of Foreign Affairs).
Late appointment cancellation: you cancel or request the cancellation or rescheduling of a certification/legalisation appointment with less than 2 working days’ notice before the scheduled appointment time. The cut-off for calculating working days is 17:00 ICT (Thailand time); working days are Monday–Friday, excluding Thai public holidays.
Translation started: any translation order after work has begun (see the definitions in §3). No refund is given for partial deliveries or work in progress.
Change of mind: cancellation due to a change of mind after order confirmation.
Document issues attributable to the client: certification/legalisation cannot be completed because documents are incorrect, incomplete, expired, unofficial or inconsistent; required translations/recognitions are missing; names/dates do not match; or documents/information are provided late.
Non-refundable appointment slots: once a MOFA/embassy slot has been booked (MOFA: generally one slot per person per week), the corresponding administration/preparation part of our service is non-refundable.
Authority disruption/force majeure: delays, rescheduling or refusals caused by embassies/consulates, MOFA, carriers/postal services, system outages or force majeure (we will help you reschedule to the next available slot).
2) Partial refunds (certification services)
In situations other than those listed in §1, we may refund 50% of SUKO Translation’s certification service fees.
Scope: this covers only our fees and excludes third-party/recharged costs: stamp/consular fees, courier/shipping costs, travel, payment gateway/bank charges and non-refundable administration/preparation costs already incurred.
Stamp/consular fees: if we have not yet submitted the documents to the authority, we will refund the stamp/consular fees we hold. If they have already been paid to an authority, any refund is subject to that authority’s policy; amounts returned to us, if any, are passed on at the same amount, less bank/processing charges.
3) Refund Policy — Translation (with definitions)
Full refund: possible only if translation has not yet started.
No refund: once translation work has started, no refund is given in any circumstances, including for partial deliveries or work in progress.
When is translation “started”? Once the order is confirmed and the necessary materials have been received, as soon as any of the following occurs: (a) assignment of the translator/team and file preparation (conversion, segmentation, QA profiles), (b) preparation of terminology/a glossary or style guide, (c) production of a sample/test page or the actual start of translation, or (d) project set-up (TMs, CAT project, QA settings).
When is translation “completed”? After internal QA and generation of the deliverable ready for delivery.
4) Refund method, currency and timescales
Method: refunds are made through the original payment method where possible.
Currency: refunds are processed in THB. If you paid in another currency, exchange rate differences and bank/payment gateway charges are borne by the client.
Timescales: approved refunds are processed within 7 to 14 working days; bank/card issuer processing times may delay receipt.
5) How to request a refund
Email contact@suko-thai-translation.com with your order number, name and reason for the request.
Deadline: submit your request within 7 days of the relevant cancellation/notification.
6) Scope and authority requirements
Requirements and booking rules vary between missions (embassies/consular sections) and may change without notice. We act on your instructions to carry out the procedures, but do not control third-party decisions, system availability or processing times.
7) Precedence over other policies
In the event of any inconsistency between this Refund Policy and other documents, this policy prevails on all refund matters. For other matters, the Payment Terms and User Contract/Agreement apply.