Before production
You can discard a draft or an unaccepted offer without charge. There is also no customer charge before chargeable production starts; the preliminary document check is at our expense. Closing the browser does not cancel a commissioned order.
After production has started
Use the cancellation action in your order. Processing is stopped in a controlled way; the server-confirmed stopping point determines the completed work. The cancellation rules shown with and accepted as part of your offer apply. Under the current rule, only the highest fully completed milestone is charged: 15% for specialist preparation, 60% for translation, 85% for quality assurance and 100% for a completed result. These percentages are alternatives, not cumulative; before the first completed milestone the charge is 0%. The free document check before you place an order is not a chargeable milestone. The charge never exceeds the accepted order price, and any excess reservation is released or excess deduction refunded. Closing the browser alone does not stop processing. While a subject-matter question is open, you can cancel the order free of charge regardless of the milestone reached.
If an order fails for a reason attributable to us
If we cannot complete your order because of a failure attributable to us or one of our service providers, we refund the full amount charged for that order. No partial charge is retained for work already done. Reserved amounts are released; amounts already deducted are returned in full. A technical retry does not result in a second charge. A temporary interruption that is successfully recovered is not by itself a final failure. If an issue remains unresolved, contact support with your order reference.
Unused prepaid balance and result complaints
If you have concerns about a delivered translation, please contact support with the order reference and affected passages. We investigate and determine any necessary corrections or refunds; statutory rights remain unaffected. On account closure, unused credit from actual payments is refunded in full to the original payment methods; zappmedia bears the payment fees. Pure test and free promotional credit is not paid out. The closed pilot tests this process using test payments only. If a refund encounters problems, a valid refund entitlement remains in place; support will resolve the next steps.