Cancellation & Refund Policy

You can cancel a translation order yourself, from the app, for a limited time after you pay. This page explains exactly how much comes back, when, and what happens once the window closes.

The clock starts the moment your payment is captured — not when you created the order, and not when the translator started work. You can see the exact deadline and the exact refund amount on the cancel screen in the app before you confirm anything.

The short version

When you cancel	You get back
Before you pay	Nothing to refund — the order is simply cancelled
Within 15 minutes of payment	Everything, including the delivery fee and VAT
Between 15 and 30 minutes	The full delivery fee plus 85% of the translation charge
After 30 minutes	Self-cancellation is closed — open a support ticket instead

Cancellation is also closed once the translator has delivered the work, even if you are still inside the time window.

Before you pay

While an order is waiting for quotes or waiting for payment, you can cancel it at any time, for any reason, at no cost. No money has moved, so there is nothing to refund and nothing to approve.

Within the first 15 minutes — full refund

Cancel within 15 minutes of payment and the entire charge is reversed: the translation, any urgency charge, the hardcopy delivery fee if you chose one, and the VAT on all of it. You are left where you started.

The order does not count as completed, so the translator is paid nothing for it.

Between 15 and 30 minutes — partial refund

After the first 15 minutes the translator has usually begun work, so the refund is reduced. You receive:

• 100% of the delivery fee, if you paid one. You are never charged for a hardcopy you will not receive.
• 85% of the translation charge, including the VAT on that portion.

Tarjim retains the remaining 15% of the translation charge. That retained amount is split between the translator and Tarjim at the same rate that would have applied had the order run to completion, and it still carries its share of VAT, which we remit to ZATCA. The order closes immediately as cancelled.

After 30 minutes

Self-service cancellation is no longer available. This is the point at which the translator is committed to the work and, in most cases, well into it.

If something has gone wrong — the translator is unresponsive, the deadline was missed, or the delivered work is not what you ordered — you are not out of options, but the route is different. Those situations are handled through the Terms of Use: you can request a revision inside the objection window, and you can open a support ticket under Payment → Refund request for a member of our team to review. Refunds granted that way are decided case by case and are not governed by the time windows above.

A worked example

Say you paid 400 SAR in total, made up of 40 SAR for hardcopy delivery and 360 SAR for the translation itself (both figures VAT-inclusive).

You cancel	Refund	Tarjim retains
At 10 minutes	400 SAR	0 SAR
At 23 minutes	40 + 85% of 360 = 346 SAR	54 SAR
At 45 minutes	Not available self-serve	—

The delivery fee

The delivery fee is always refunded in full when you cancel inside the window, in both tiers. It pays for a physical document to reach you; if the order is cancelled, that never happens, so you are not charged for it.

Ordering a hardcopy after an order has already been completed is a separate, immediate purchase and is not covered by this page.

Does the translator still get paid?

• Full-refund tier: no. The order never finalises, and the translator receives nothing.
• Partial-refund tier: yes. The retained portion finalises immediately, and the translator's share of it appears in their wallet as earned.

This is deliberate. The 30-minute limit exists so that someone who has already started translating your document is not left unpaid.

How the money comes back

Refunds are returned to the original payment method through our payment provider. We issue the refund the moment you confirm the cancellation; how long it then takes to appear on your statement is set by your bank or card issuer, and is typically a few business days.

We never ask you to enter an amount. Every figure is computed on our servers from what you actually paid.

If your situation is not covered here

Open a support ticket in the app and our team will look at it. Cancellations outside these windows, disputed charges and refund requests all go through the same place, and every decision is recorded against your order.

Changes to this policy

The 15-minute and 30-minute windows and the 85% rate are operational settings, and this page always shows the values that are live right now. Any change applies only to orders paid for after the change; an order is always judged by the policy in force when you paid.

This page sits alongside our Terms of Use and Privacy Policy, which govern in the event of any conflict.