Refund Policy

LLC "DataPrime" (46215708)  •  Governing language: English  •  Translations of this document into other languages are provided for convenience. The English text is the authentic version and prevails for the purposes of interpretation. However, where a translation departs from the English text, we shall not invoke that discrepancy to the detriment of the Customer.

This page explains, in plain terms, when money paid to Lingverra is refunded and how to request it. It is a summary: the binding provisions are General Terms and Conditions Sections 6, 12 and 12.1, and in case of any difference between this page and the Terms, the Terms prevail. Nothing here creates rights beyond them.

1. What you are buying

Lingverra sells prepaid balance measured in standard pages (Normseiten), in one-off packages. There is no subscription and no recurring charge. The balance is credited immediately after successful payment, and pages are consumed as documents are translated. Each purchase is valid for 90 days from the date of payment — separately for each purchase, so several purchases have several expiry dates, shown in the “Balance” area. When a period ends, unused pages of that purchase are not forfeited: the corresponding amount is refunded to the card used for it (except a remainder below two standard pages, see Section 4). We e-mail you 30 days beforehand so you can still use the balance.

2. No cooling-off period — and why

Lingverra contracts exclusively with businesses (B2B): our customers are sworn and authorised translators and translation agencies. The statutory right of withdrawal in EU consumer law is available to consumers only, and therefore does not apply here. Purchased balance is non-refundable and non-transferable once the purchase is complete, except in the cases listed in Section 3 below.

This is stated plainly because it is the point most likely to be misunderstood: buying balance is not a subscription you can cancel for a pro-rata refund of what you have already used.

3. When you do get money back

3.1 Unused balance when you close your account

If you delete your account while a significant paid balance remains, that balance is not forfeited. You choose one of two options in the interface:

• Refund — the unused paid balance is returned at the price you actually paid for those pages. Pages are consumed first-in, first-out, so a refund is calculated per purchase lot rather than at an average or current price.
• Waiver — you expressly give up the remaining balance, it is set to zero, and the account is closed straight away.

While a refund request is being processed, further top-ups are disabled and the deletion cannot be reversed.

3.2 If we terminate the agreement

The agreement runs for an indefinite term, and Lingverra may end it by ordinary termination — on 30 days' written notice (Terms Section 12). Where we do so for reasons other than a breach on your side, any unused paid balance is refunded at the price you paid for those pages (first-in, first-out). No request from you is needed.

3.3 Failed or duplicated payments

If a payment is taken but no balance is credited — a technical failure, a double charge — the amount is returned in full. If you notice this before we do, tell us via the “Support” area of your account; we also reconcile payments against credited balance automatically.

3.4 Inactive accounts

In the ordinary course you get the money back earlier than this, and without having to be inactive at all: when a purchase reaches the end of its 90-day validity period, any unused pages of it are refunded to the card you paid with (Section 1 above and Terms Section 6). Your account stays open and the rest of your balance is untouched — it is the purchase that expires, not the account. Separately, an account with no sign-in for six consecutive months is treated as abandoned. If it still holds a significant paid balance not already covered by the above, we do not simply close it: we keep the account, remind you roughly every two months, and you may either sign in and use the balance or reply and ask for it back. We continue to owe you that money and refund it whenever you ask.

4. What is not refunded

• Pages already translated. The service is rendered when the translation is produced; dissatisfaction with the AI output is not a ground for a refund. Please read Terms Section 2 on the known limitations of machine translation and on the review that remains your professional responsibility.
• Free trial pages and gift pages. They are granted at no charge, have no monetary value, and are excluded from any refund calculation.
• Expired trial pages. Trial pages lapse 30 days after they are granted.
• Minor residual balances below the threshold of two standard pages. Such a balance remains on your account and can be used for translations, also after its purchase has expired; it is not refunded in money — neither on expiry of the purchase nor on deletion or closure of the account — because the cost of processing a refund would exceed the amount (Terms Sections 6 and 12.1). A significant paid balance is refunded without you asking — on expiry of the purchase’s validity period (Terms Section 6); a paid balance not covered by that is refunded whenever you ask (Terms Section 12.1).
• Cost estimates (quotes) already produced. Entering the volume manually, and editing or re-opening an estimate, are free of charge in any case.

5. How to request a refund, and how long it takes

For a balance refund on account closure, use the option offered in the interface when you delete the account. In every other case, open a ticket in the “Support” area of your account, stating the invoice number or the date and amount of the payment: the request is then already tied to your account and needs no further proof of identity. If you cannot access your account, write to support@lingverra.com from the e-mail address registered to it.

Processing time: within 14 days of us confirming that the refund is due. How quickly the money then appears on your account depends on your own card issuer.

Refunds go back the way the money came in: to the payment card used for the original purchase. We do not need your card number for this — the refund is sent through the acquiring bank against the original transaction.

The amount credited back to your card may differ from the amount you paid. The price is set in euro, but your card is charged in Ukrainian hryvnia, at the exchange rate applied at the moment of payment (Terms Section 7). A refund returns the same hryvnia amount that was received, to the same card; your own card issuer then converts it back into the currency of your card at its rate on the day it is credited — which is not the rate of the day you paid. Where those rates differ, the sum credited to your card will be correspondingly higher or lower. This currency difference is outside our control and is not a deduction or a fee charged by us. Any conversion fee applied by your own card issuer is likewise set by that issuer, not by us. We refund the full amount due and bear our own acquiring charges; we make no deduction of our own.

6. Invoices and VAT

Where a payment is refunded, the corresponding correction is reflected in your billing records. Invoices themselves are retained as statutory accounting records and are not deleted — see Privacy Policy Section 4.

7. If you disagree with our decision

Open a ticket in the “Support” area of your account and set out why (or write to support@lingverra.com if you cannot access your account). We will review it and respond in writing. As Lingverra serves businesses exclusively, consumer dispute-resolution bodies and the EU ODR platform do not apply; the governing law and jurisdiction are those set out in Terms Section 15.

Raising a chargeback with your bank before contacting us is usually the slower route: it freezes the amount for weeks, and we will in any case be asked for the same information you could send us directly.

8. Contact

LLC "DataPrime"
E-mail: support@lingverra.com