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Fair & Transparent Financial Terms

Refund & Cancellation Policy

Effective Date: September 22, 2026 • Last Revised: September 2026

At Brand Localization, we are dedicated to delivering elite-tier audiovisual and text localization. Because our production pipeline involves the immediate allocation of high-end computing/API resources and native linguist scheduling, our refund and cancellation terms are structured as follows:

1Unused Account Funds & Balance Refunds

If you have deposited funds into your prepaid account balance through one of our packages (e.g., Starter, Pro, Enterprise) and have not used them to place any localization orders, you may request a refund within 30 calendar days of the original transaction date.

Deduction of Payment Gateway Fees:

Any refunded balance will be subject to the deduction of actual, unrecoverable payment processor fees charged by the gateway (typically 3% to 5%, or 3.5% + $0.35 per transaction), as well as any applicable bank wire fees.

2In-Progress Orders & Cancellation Stages

Immediate Processing & Cancellation Terms

Due to the nature of our service, automated AI transcription, audio pre-processing, and initial translation pipelines start immediately upon order confirmation.

  • Within 15 minutes of confirmation: You may cancel and receive a full refund (minus actual payment gateway fees).
  • After 15 minutes: Cancellation is still possible, but non-recoverable costs (AI compute, processing fees, and any completed work segments) will be deducted from the refund amount. A full 100% refund will not be provided.

This policy ensures fairness while covering the real costs incurred the moment production begins.

Delivered Orders:

Orders that have been completed and digitally delivered to your client dashboard are strictly non-refundable. Any concerns regarding quality are handled under our Quality Guarantee & Revision Policy below.

3Non-Refundable Situations

  • Bonus & Promotional Credits: Any promotional funds or bonus percentages awarded with package purchases (e.g., +20% Bonus Minutes) have zero cash value and are immediately forfeited upon requesting a cash refund of the underlying purchased balance.
  • Inactive / Expired Balances: Unused prepaid wallet balances that remain completely inactive for a period of twelve (12) consecutive months shall expire and are non-refundable.
  • Prohibited Content Cancellations: If an order is halted due to a client’s willful upload of prohibited, illegal, or infringing content under our Terms of Service, any unearned refund is subject to deduction of operational review costs.

4Quality Disputes & 7-Day Acceptance Window

We stand firmly behind our work. If you identify any objective translation errors, timing desynchronization, or subtitle clipping in the delivered deliverables:

Free Revision Rounds Commitment:

Please notify our support team within 7 calendar days of order delivery with specific timestamps or text line references. Our senior native editors will conduct an immediate Linguistic Quality Assurance (LQA) audit and provide complimentary revisions to meet our certified ISO 17100:2015 quality standards.

Formal Acceptance: If no revision request or quality dispute is raised within 7 calendar days following delivery, the deliverables shall be deemed permanently accepted and approved by the Client.

5Chargeback Prevention & Dispute Protocol

To maintain our merchant standing with international payment networks (Visa, Mastercard) and our authorized payment processors and Merchant of Record partners (including Lemon Squeezy and Stripe), we enforce a strict chargeback prevention protocol:

Mandatory Support Resolution Notice:

Clients expressly agree to contact our customer support desk (info@brand-localization.com) and allow up to 3 business days for amicable resolution prior to filing any bank chargeback, dispute, or PayPal claim.

Initiating an unjustified or fraudulent chargeback without prior consultation will result in the immediate suspension of your account, forfeiture of all promotional credits, and reporting of the disputed transaction to international fraud databases.

6Payment Processor & Merchant of Record

Payments are processed by our authorized payment partners (including Lemon Squeezy and/or Stripe).

  • When Lemon Squeezy acts as the Merchant of Record, they are the legal seller of the transaction and handle the actual refund processing to the customer’s original payment method.
  • We initiate and approve refunds according to this policy, and the refund is then executed by the payment processor.
  • Lemon Squeezy reserves the right to issue refunds at its own discretion within 60 days of purchase to prevent chargebacks.
  • Refunds typically appear on the customer’s statement within 5-10 business days, depending on the bank or card issuer.

7How to Request a Refund

To submit an eligible refund request:

  1. Send an email to info@brand-localization.com strictly from the registered email address linked to your Brand Localization account.
  2. Include your Order Number or Invoice Reference, transaction date, and the specific reason for your request.
  3. Our billing department will acknowledge your request within 24 business hours.
Processing Timeframe: Approved refunds to credit/debit cards are automatically routed back to the original payment method through our authorized payment gateway / Merchant of Record within 5 to 10 business days, depending on your card issuer’s clearing cycle.

8Billing Inquiries & Support

For all billing, invoice, or refund assistance, our dedicated team is at your service:

Billing & Support Email:
info@brand-localization.com
Official Mailing & Legal Correspondence:

26 Mohamed Mahmoud Kassem Street, Heliopolis, Cairo, Egypt
(Attention: Abdullah Alkady)