Support Policy

1. Our standard

TranslateThatDoc is built to deliver a usable translated PDF. If the output is unusable or a download is broken, contact us quickly so we can inspect the job and try to repair or rerun the output.

2. Our no-refund policy

Paid translation jobs are non-refundable once submitted for processing. The service uses third-party payment, storage, AI model, and compute providers, and each paid job begins consuming those resources after checkout.

3. When we may rerun or repair

• The translated PDF cannot be opened or downloaded.
• The output is materially incomplete because of a service failure.
• The layout or text quality is so poor that the delivered PDF cannot reasonably be used.
• A paid job fails before producing a translated PDF.

4. What is not covered

• Rejection by a third party because it requires a sworn, notarized, apostilled, or agency-specific translator.
• User-provided source documents that are illegible, incomplete, fraudulent, or not authorized for upload.
• Preference-only wording changes that can reasonably be handled through the included revision pass.
• Requests made after the final translated PDF has already been materially used or submitted.

5. How to request help

Email support@ltgai.com with the document title, the issue you see, and any deadline. We may ask for extra context so we can decide whether a repair or rerun is technically appropriate.

6. Reviewer sign-off

Reviewer sign-off is included at no extra charge when available. It does not make the translation automatically certified by TranslateThatDoc.