Introduction
1.1 These terms and conditions ("Terms") govern your use of the website www.philoratranslation.com (the "Website") and the purchase of document translation, website translation, business translation, interpretation and proofreading and editing services ("Services") from Philora Translation ("we", "us", "our"), a service offered under the Philora Global brand.
1.2 By accessing the Website, placing an order, or otherwise using our Services, you agree to be bound by these Terms and by our Privacy Policy. If you do not agree, please do not use the Website or our Services.
1.3 These Terms apply to all clients, whether individuals, companies, or other organisations.
Definitions
2.1 "Client", "you" means any person requesting Services from Philora Translation.
2.2 “Services” means the professional language services offered by Philora Translation, including but not limited to document translation, website translation, business translation, interpretation, proofreading, and editing.
2.3 "Source Document" means the document(s) and/or any material you submit for the purpose of Philora Translation’s Services, including but not limited to written documents, website content, business records, marketing materials, and other texts. For interpretation services, ‘Source Document’ shall include any preparatory materials, scripts, or reference notes supplied by the Client.
2.4 "Translation" means the translated output we deliver.
2.5 “Interpretation” means the oral rendering of spoken communication from one language into another, provided by Philora Translation through qualified interpreters. Interpretation services may be simultaneous, consecutive, or whispered, depending on the Client’s requirements. As interpretation is a live service, no permanent record or intellectual property is created unless expressly agreed in writing.
2.6 “Proofreading and Editing” means the review and improvement of Client-provided written materials. Proofreading focuses on correcting spelling, grammar, punctuation, and typographical errors. Editing involves enhancing clarity, style, tone, and overall readability, while preserving the intended meaning of the original text. Philora Translation does not assume responsibility for the substantive accuracy of the content supplied by the Client.
2.7 "General Translation" means a translation performed to professional standards but not certified for official use.
2.8 "Certified Translation" means a translation performed and certified by a qualified certified translator for official or legal purposes.
2.9 "Payment Gateway" means the third-party provider that processes card payments on our behalf.
2.10 "USD" means United States Dollar.
Our Services
3.1 We provide document translation, website translation, business translation, interpretation and proofreading and editing services for all types of documents and all types of clients, including General Translations and Certified Translations.
3.2 General Translations are provided to professional standards but are not performed in an official capacity.
3.3 Where a certified or official translation is required, we will arrange for a qualified certified translator to perform the official translation. Additional fees and timelines may apply.
3.4 Services are provided for the purpose agreed with you. Unless expressly agreed, a Translation is not legal advice and should not be relied upon as such.
3.5 We take responsibility for managing the transaction, including the sale of Services on this Website, customer service and support, dispute resolution in accordance with these Terms, and delivery of the Translations, subject to the limitations set out in Clause 17.
Eligibility and Acceptable Use
4.1 You must be at least 18 years old, or have the consent of a parent or guardian, to place an order.
4.2 You agree to use the Website and Services only for lawful purposes and in accordance with these Terms.
4.3 You may not misuse the Website, attempt to gain unauthorised access, or use the Services to process unlawful or prohibited content.
Orders and Acceptance
5.1 To place an order, you submit your Source Document and instructions. We will provide a quotation.
5.2 Quotations are valid for 30 days unless stated otherwise.
5.3 Your order is accepted when we send you a written confirmation by email. We may decline or refuse any order at our discretion, including where we suspect fraud or unlawful content. If fraud or illegality is discovered after completion of the order, we reserve the right to cancel the transaction without refund, revoke any rights granted under it, and take appropriate remedial action, subject to applicable law.
5.4 You are responsible for ensuring the accuracy and completeness of the information and documents you provide.
Pricing and Payment
6.1 All prices are quoted in United States Dollar (USD).
6.2 Payment is due in full before work on your order commences, unless we agree otherwise in writing.
6.3 We accept payment by Visa and MasterCard (and such other cards as the Payment Gateway supports) and by bank transfer into our bank account, the details of which will be provided on request.
6.4 Card payments are processed securely through our Payment Gateway. Your card details are entered on the Payment Gateway's secure site and are not stored on our Website.
6.5 The transaction currency is United States Dollar (USD). Where you pay from outside the merchant outlet country, your bank or card issuer may apply currency conversion and fees.
Card Acquiring and Security
7.1 Card transactions are acquired for us via an approved payment gateway for our acquiring banks.
7.2 The Payment Gateway uses industry-standard encryption, including SSL, and no card details are stored on our Website.
7.3 Customer details are stored by us separately from card details, which are entered by you on the Payment Gateway's secure site.
7.4 We and the Payment Gateway comply with applicable payment card industry data security standards (PCI DSS).
Delivery of Services
8.1 Translation Services are delivered electronically by email to the address you provide. For interpretation Services, delivery shall be by oral performance at the agreed time and virtually. Any delivery commitments are subject to the Client’s timely provision of Source Documents, materials, or information necessary for performance.
8.2 Subject to receipt of payment and availability, orders will be processed within the agreed turnaround time, and delivery will be confirmed by email notification.
8.3 Standard turnaround is 5 business days; express turnaround may be available at an additional fee. Turnaround times are estimates and may vary depending on the length, complexity, and language of the Source Document.
8.4 We will notify you of any anticipated delay.
Quality and Revisions
9.1 We perform Services with reasonable skill and care, to professional standards.
9.2 If a Translation Service does not conform to the agreed scope or contains an error, we will correct it free of charge, provided you notify us within 14 days of delivery.
9.3 Requests for revisions beyond the original scope may be quoted separately.
Cancellation Policy
10.1 Cancellations made within 24 hours of order confirmation and before work commences will receive a full refund.
10.2 Cancellations made after 24 hours of order confirmation but before work commences will receive a full refund of any amounts paid, less an administration fee of 15%.
10.3 If you cancel after work has commenced but before the translation is complete, you will be charged proportionally for work partially completed (calculated by page count, word count or agreed project stage) and the balance, if any, will be refunded.
10.4 Cancellations after work has been fully completed are not eligible for a refund, except as provided under Clause 11.
10.5 Certified Translation orders are non-refundable once a certified translator has been engaged.
10.6 Nothing in this clause limits your statutory rights under applicable laws.
Refund Policy
11.1 If we are unable to provide the Services you have paid for, for example due to permanent unavailability, we will refund you in full within the timeframe required by applicable law.
11.2 Refunds are processed to the original payment method. Card refunds may take additional time depending on your bank or card issuer.
11.3 Completed Services are generally not refundable, unless the Service contains an error that we fail to correct in terms of clause 9.
11.4 If you dispute a payment with your bank or card issuer (a "chargeback"), we will cooperate with the Payment Gateway and your bank to resolve the dispute. You agree to contact us first to resolve any issue before initiating a chargeback.
Intellectual Property
12.1 You warrant that you own or have lawful rights to the source materials provided for translation.
12.2 You retain all rights, title, and interest in and to your Source Documents and their content.
12.3 We retain all rights and ownership of our proprietary methods, tools, know-how, processes, methodologies, software, templates, and any materials we used in creating and producing the Service.
12.4 Upon full payment, and where applicable, all intellectual property rights in the completed Service are assigned to you, subject to our right to retain copies for record-keeping and quality assurance.
12.5 Certified Translations may involve third-party translators, and any rights they hold are transferred to you upon completion, subject to applicable law.
12.6 Nothing in this clause affects our confidentiality obligations under Clause 13.
Confidentiality
13.1 We treat your Source Documents and all information you provide as confidential and will not disclose them to third parties except as necessary to provide the Services, for example to translators, subcontractors, the Payment Gateway or service providers engaged to deliver the Services, provided they are bound by confidentiality obligations, and/or as required by law.
13.2 You agree to keep confidential any non-public information we provide to you in connection with the Services.
13.3 These confidentiality obligations continue for five (5) years after termination of the Agreement, or longer where required by law.
13.4 Nothing in this clause limits our obligations under our Privacy Policy.
13.5 We implement reasonable technical and organizational measures to protect your documents and information against unauthorized access, loss, or disclosure. However, we cannot guarantee absolute security against hackers, data breaches, or system failures. In the event of a data breach affecting your information, we will notify you promptly and take reasonable steps to mitigate the impact, subject to applicable law.
Client Obligations
14.1 You must provide accurate, legible Source Documents and complete instructions.
14.2 You must have the right to submit the Source Documents and to authorise their translation.
14.3 You are responsible for reviewing the Translation for your intended use.
Prohibited Content
15.1 Our Services shall not be used to translate, interpret, proofread, edit, or otherwise facilitate any content or communication that is unlawful, infringes the rights of others, promotes fraudulent or deceptive practices, or is intended to further unlawful dealings. This includes, without limitation, the use of interpretation services to conduct or conceal illegal transactions, or the use of translation, proofreading, or editing services to produce materials that violate applicable law. We reserve the right to refuse or terminate Services where such prohibited use is identified or reasonably suspected.
15.2 You remain responsible for ensuring that any order you place does not infringe the rights of third parties or violate applicable law. Your lack of knowledge of such infringement or illegality does not exempt you from liability. We disclaim any responsibility for legal consequences arising from the content of your order, except to the extent liability cannot be excluded under applicable law.
Disclaimer
16.1 Except as expressly stated in these Terms, and to the maximum extent permitted by law, the Services are provided "as is", and we make no warranties, whether express or implied, regarding the Services, including their fitness for a particular purpose.
16.2 Services are provided to assist you and are not a substitute for professional legal, medical, or other expert advice. Where a certified translation is required for official purposes, you should use a Certified Translation arranged in terms of clause 3.3.
16.3 We are not liable for losses arising from factors beyond our reasonable control, including system failures, data breaches, or third-party service interruptions.
16.4 Nothing in this clause limits your statutory rights under applicable law or our obligations under Clause 9 and Clause 17.
Limitation of Liability
17.1 To the maximum extent permitted by law, we will not be liable for any indirect, incidental, special, or consequential loss or damage, including loss of profits, revenue, business, goodwill, or data, arising out of or in connection with the Services.
17.2 Our total liability to you in connection with any order will not exceed the amount you paid for that order.
17.3 Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law.
Force Majeure
18.1 Neither party will be liable for any failure or delay in performance caused by events beyond its reasonable control, including acts of God, war, terrorism, pandemics, strikes, power or network failures, or government action.
Complaints and Dispute Resolution
19.1 If you are dissatisfied with any aspect of our Services, please contact us first so we can resolve the matter.
19.2 These Terms and your use of the Website and Services are governed by the laws applicable in the jurisdiction where we are established.
19.3 Any dispute arising out of or in connection with these Terms will be subject to the jurisdiction of the competent courts of the country where we are established.
Variation
20.1 We may change these Terms at any time. Changes take effect when posted on the Website. Your continued use of the Website or Services after changes are posted constitutes acceptance of the revised Terms. Where required by law, we will notify you of material changes.
Severability and Waiver
21.1 If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions will continue in full force and effect.
21.2 Our failure to enforce any provision is not a waiver of our right to enforce it later.
Entire Agreement
22.1 These Terms, together with our Privacy Policy and any order confirmation, constitute the entire agreement between you and us regarding the Services.
Company Information and Contact Details
23.1 This Website is run by Philora Translation, a service offered by and trading under the Philora Global brand.
23.2 Notices to you may be sent to the email address you provided when placing your order.