At MisterTranslate we want you to be fully satisfied with the service you have purchased. This Returns Policy explains how to exercise the right of withdrawal and in which cases the amount paid for word packs will be refunded, in accordance with Royal Legislative Decree 1/2007 of 16 November, approving the revised text of the General Law for the Defence of Consumers and Users (TRLGDCU).

1. Nature of the service

MisterTranslate sells word packs that are used as the plugin translates content using artificial intelligence. It is therefore a digital service and digital content not supplied on a tangible medium, the use of which begins from the moment the customer uses the credentials and launches the first translation.

2. Right of withdrawal (14 days)

In accordance with Article 102 of the TRLGDCU, the customer acting as a consumer has a period of 14 calendar days from the conclusion of the contract to withdraw from it without the need for justification and without penalty.

To exercise this right, the customer must notify it by means of an unambiguous statement sent to info@mistertranslate.com within the indicated period. You may use the official model withdrawal form in Annex B of the TRLGDCU, but it is not mandatory.

2.1. Withdrawal template

“To the attention of CAES Marketing SL, info@mistertranslate.com: I hereby inform you that I withdraw from the contract for the provision of the service relating to order [number], contracted on [date]. Name of consumer: […]. Address: […]. Date: […].”

3. Loss of the right of withdrawal

Article 103, letter m) of the TRLGDCU expressly states that the right of withdrawal does not apply to contracts for the supply of digital content not supplied on a tangible medium where performance has begun with the consumer’s prior express consent and with the acknowledgement that they thereby lose their right of withdrawal.

In line with the above:

• In the purchase process, before completing payment, the customer explicitly ticks a box by which they consent to the immediate start of the service and declare that they understand that they lose the right of withdrawal as soon as they use the pack.
• If the customer has not used a single word from the pack and requests withdrawal within 14 calendar days, they will be entitled to a full refund of the amount paid.
• If the customer has partially or fully used the pack (has translated any number of words), it is considered that the service has begun with their express consent and they lose the right of withdrawal for that pack.

4. Refund procedure

Where a refund is due, it will be made without undue delay and, in any case, within a maximum period of 14 calendar days from the date on which CAES Marketing SL is informed of the withdrawal. The refund will be made using the same means of payment used for the purchase, unless the customer expressly authorises another, and in no case will they incur additional costs.

After the refund, the credentials associated with the pack will be deactivated and any remaining balance will be deleted.

5. Defects or lack of conformity of the service

Regardless of the right of withdrawal, if the service shows defects or lack of conformity (for example, the API does not work for a significant period, the credentials are not delivered, words are deducted due to errors attributable to MisterTranslate, etc.), the customer may make a claim in accordance with Articles 115 et seq. of the TRLGDCU and request, at their choice:

• The reinstatement of the balance that was wrongly used.
• An equivalent pack as a replacement.
• A proportional refund of the unused amount.

Claims for lack of conformity must be sent to info@mistertranslate.com providing all the information needed to verify the incident (date, time, screenshots, error messages).

6. How to request a refund

In all cases of return or refund, the procedure is as follows:

• Send an email to info@mistertranslate.com from the same address associated with the account.
• Indicate the order number, the pack purchased and the reason for the request.
• Wait for a response from the support team, usually within 48 working hours.

7. Professional clients

The right of withdrawal under the TRLGDCU is granted only to consumers. Customers who contract within the framework of their business or professional activity do not automatically have this right, without prejudice to their ability to make claims for defects or lack of conformity in accordance with the applicable commercial regulations.

8. Partially used packs

Although the right of withdrawal is lost as soon as the customer uses words from the pack, we understand that exceptional situations may arise (errors in the choice of pack, duplicate purchases, proven compatibility issues). In such cases, and always on a voluntary basis by CAES Marketing SL, we may consider alternative solutions such as:

• Issuing a discount voucher equivalent to the unused balance, applicable to future purchases.
• The transfer of the balance to another account belonging to the same holder.
• The cancellation of the pack with a proportional refund, at the company’s discretion, when extraordinary circumstances arise.

These solutions do not constitute a right that the customer can demand and are assessed on a case-by-case basis. To request them, write to info@mistertranslate.com explaining the situation in detail.

9. Duplicate charges or billing errors

If you detect a duplicate charge for the same order, an incorrect amount or any other anomaly in the billing, report it to info@mistertranslate.com within 30 days of the charge. We will verify the incident with the payment provider and, if confirmed, we will refund the amount within the usual period (generally between 3 and 10 working days, depending on the bank).

10. Out-of-court dispute resolution

If you are not satisfied after our response, you can turn to the European online dispute resolution platform: ec.europa.eu/consumers/odr. Consumers and users residing in Spain can also use the official complaint forms or the consumer arbitration boards of their autonomous community, without prejudice to the legal actions available to them under Article 90.2 of the TRLGDCU.

Last updated: 14 April 2026