At LingoTrust, we want every plan to deliver real value. This policy explains how plan commitments, pausing, upgrades, quality concerns and billing errors are handled.
Plan commitment
Plans cannot be cancelled or downgraded once purchased.
Pause anytime
Put your plan on hold and keep your credits safe.
Upgrade instantly
Move to a larger plan anytime, effective immediately.
Quality guarantee
Major errors corrected free, or credits returned.
Billing errors
Duplicate or incorrect charges refunded in full.
1. Plan Commitment
2. Pausing Your Plan
3. Upgrades
4. Quality Guarantee
5. Non-Refundable Items
6. Billing Errors
7. How to Submit a Request
8. Changes to This Policy
Plan Commitment
When you subscribe to a monthly or annual plan, you commit to that plan for its full term. Plans cannot be cancelled, and payments are non-refundable except in the cases described in this policy.
If your translation needs change, you can pause your plan or upgrade to a larger one, as explained below.
Pausing Your Plan
If you don’t need translation for a while, you can request to put your plan on hold instead of losing value.
- Pause for up to 2 months in total per year.
- Send your request at least 7 days before your next billing date.
- No charges during the pause.
- Unused credits are frozen, and the rollover period stops until your plan resumes.
- Pause once per year for up to 2 months.
- Your plan’s end date is extended by the length of the pause.
- Unused credits are frozen and become available again when your plan resumes.
Your plan resumes automatically at the end of the pause, or earlier if you ask us to reactivate it.
Upgrades
You can upgrade to a higher plan at any time. Upgrades take effect immediately. You pay only the difference for the current billing period, and the additional credits are added to your account right away.
Downgrading to a lower plan is not available during your plan term.
Quality Guarantee
Every translation is delivered according to the review level you selected and the instructions you provided. If a delivered translation contains a major error, let us know within 14 days of delivery and point out the affected sections.
- A mistranslation that changes the meaning of the source.
- Missing or untranslated content.
- Incorrect numbers, dates, names or figures.
- Terms that don’t follow your approved terminology.
- Changes to the source text, instructions or terminology after delivery.
- Style preferences that were not included in the original brief.
- Errors that come from the source document itself.
- Content translated at a lower review level than it required, such as a legal contract translated with AI + Human Touch instead of AI + Human Review.
We will correct major errors free of charge. If the issue is still not resolved after revision, we will return the credits used for the affected content to your account.
Minor issues, such as stylistic preferences, word choice or punctuation that don’t change the meaning, are not eligible for credit returns. Our team is still happy to adjust them on request.
Non-Refundable Items
Billing Errors
If you are charged twice, charged the wrong amount, or charged during an approved pause, contact us and we will refund the incorrect amount in full.
How to Submit a Request
To pause your plan, report a quality issue or a billing error, email us at billing@lingo-trust.ai and include:
- The email address on your account.
- Your invoice or order number.
- The details of your request. For quality concerns, include the specific sections affected.
Email us with your account and invoice details.
Within 5 business days.
Approved billing refunds go to your original payment method within 10 business days.
Your bank may need additional time to show the refund on your statement.
Changes to This Policy
We may update this policy from time to time. Any changes will be posted on this page with an updated date, and they will not affect plans purchased before the change.
Questions about your plan?
Our team is happy to help before you subscribe or at any time during your plan.
