Cancellation & Refunds

1. Your statutory right of withdrawal (consumers only)

If you are a consumer (i.e. acting for purposes outside your trade, business or profession), you have the right to withdraw from a distance contract within 14 days without giving any reason.

2. Exceptions to the right of withdrawal

Two statutory exceptions are directly relevant to our services:

• §356 Abs. 4 BGB — where you have expressly requested that we begin performing a service before the 14-day withdrawal period ends, and confirmed that you know this means your right of withdrawal will lapse once the service has been fully performed, your right of withdrawal ends once we have completed the service. At checkout you will see and must actively tick this statement before your order can proceed with immediate work.
• §312g Abs. 2 Nr. 1 BGB — the right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised. A certified translation is prepared specifically for you, your document, and your named recipient authority, and falls into this category once production has begun.

3. How to withdraw

Where your right of withdrawal applies, you may exercise it by sending us a clear statement (by email to support@toro-translations.com, or by post to Toro Translations, Eichenweg 9, 22395 Hamburg-Wandsbek, Germany) before the 14-day period expires. You may use the model form below, but you do not have to.

4. Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)
To Toro Translations, Eichenweg 9, 22395 Hamburg-Wandsbek, Germany, support@toro-translations.com:
I/we hereby give notice that I/we withdraw from my/our contract for the provision of the following service: [describe order/service] — Ordered on: [date] — Name of consumer(s) — Address of consumer(s) — Date.

5. Our commercial cancellation policy — translation orders

Beyond the statutory right above, this is how we handle cancellations in practice: you can cancel any translation order free of charge, with a full refund, at any time before production starts (i.e. before a linguist has been assigned to your order). Once production has started, we charge pro rata for the work already completed. Certified translations that have already been produced, signed and stamped are individually made to your specification and cannot be refunded — this mirrors the statutory exception in §2 above and applies from the point of completion, not before.

6. Our commercial cancellation policy — interpreting bookings

Interpreting is booked against a specific date, so our cancellation schedule reflects that:

• 14 days or more before the assignment: free cancellation, full refund.
• Between 48 hours and 14 days before the assignment: 50% of the agreed fee is payable.
• Less than 48 hours before the assignment: 100% of the agreed fee is payable.
• Any non-recoverable travel costs already committed on your behalf are payable in addition, regardless of when you cancel.

Your statutory withdrawal right under §1 above takes precedence wherever it applies to a consumer booking.