Refund policy

Last updated: November 3, 2026

This policy applies to purchases of Trasload’s one-time subtitle translation packages through our Shopify store. It concerns a digital service, so no physical item needs to be returned. These packages are not recurring subscriptions.

Cancel before work starts

You may cancel your order for a full refund before work on your project starts. Send your cancellation request as soon as possible using the contact details below. We will confirm the status of the project and the refund by email.

If we cannot deliver the agreed service

If Trasload cannot deliver the service agreed for your order, you are entitled to a refund. Contact us with your order number and a description of the issue so that we can review the order and arrange the refund.

Requests after work starts

If work has already started or you have received the deliverable, contact us about any cancellation, quality issue, or other refund request. We will review the agreed scope, work performed, and the issue you report. This does not limit any refund, cancellation, or other remedy you are entitled to under applicable law.

How to request a refund

Email contact@trasload.site with your order number, the email used at checkout, and the reason for your request. Do not include full payment-card details. You can also reply to your order confirmation to reach the store using the contact details provided there.

Refund processing

Approved refunds are issued through Shopify to the original payment method where supported. We will notify you when a refund is processed. The time before it appears in your account depends on your bank or payment provider. Contact us if you need help checking its status.

Your statutory rights

This policy does not exclude or restrict mandatory consumer rights, including any applicable cancellation or withdrawal rights and remedies for services not supplied as agreed. Any exception to a statutory cancellation right for digital content or services applies only when the legal conditions for that exception have been met.

Before purchasing

Please review the plan name and price and contact us about the scope of your project if it is not clear. The subtitle studio on trasload.site currently displays sample captions; it does not automatically translate your video or fulfill a paid order.