Put plainly
The analysis is free before you pay, so nobody buys blind. Until we begin work you can have your money back in full, for any reason or none. Once a person has started reading and translating your conversation, that work has been done and cannot be returned.
See it before you buy it
The whole analysis of your conversation is free and on screen, including the figures and the parts that tell you something you did not expect. You only pay when you want the printed pages. This is deliberate: it means nobody buys blind, and it is why the refund position below can be as clear as it is.
Before we start work
Full refund, no reason needed. Write to contact@bonafiles.com and say so. Nothing has been produced, nothing has been read by anybody, and there is nothing to argue about.
Once we have started
We cannot refund work that has been performed. What you buy is bespoke: a person reads your conversation, translates it line by line against the original, and signs a Certificate of Translation Accuracy in their own name. That cannot be returned to us or sold to anybody else, and it is done whether or not the outcome is the one you hoped for.
This is not a way of keeping money when something has gone wrong. If the work itself is defective — a mistranslation, a missing exhibit, an error on a certificate — tell us and we will put it right at no charge, with no deadline. That is a correction, not a refund, and the two should not be confused.
Charged in error
If a payment was taken in error, or for a period you did not intend and have not used, tell us and we will return it. That is true whenever you notice.
Firm arrangements
One case and Matter are charged once and do not renew. This section applies only where we have agreed a recurring arrangement with a firm in writing.
You can end it at any time and it runs to the end of the period already paid for. There is no cancellation fee.
Your statutory rights
Where you live may give you stronger rights than this policy, including a statutory cooling-off period for consumers. Nothing here reduces those rights. Where such a right applies and you ask us to begin work before it has expired, you are asking us to start early, and the position above applies to what has been done by then.
The rest of the billing terms
How plan changes are priced, when you are charged, what happens to your billing date and what we do about a disputed charge are set out in the payments policy.
Questions about this document? Write to legal@bonafiles.com and a person will answer.
Contact us