Delivery and Fulfilment Policy

When your translation is ready:

• The order status changes to Delivered in your account.
• We send a notification to the email address on your account.
• You download the translation using the "Download Translation" button on the order detail page.

Your deliverables remain available to download from your account for as long as your account is open. We recommend saving a local copy.

You choose a turnaround tier when you place your order. Each tier has a base time, which runs from the point your payment clears and the order is confirmed — not from when you started the quote.

2.1 Larger documents take longer

Volume extends every tier, including Express:

2.2 Business days

Business days are Monday to Friday. Weekends and UK bank holidays are excluded from the calculation. Our support hours are Monday to Friday, 09:00–18:00 GMT, excluding UK bank holidays.

Delivery dates are good-faith estimates based on the information available when you order. They are not guaranteed times unless we have agreed a fixed deadline with you in writing.

Every order moves through a visible sequence of states, shown on the order detail page in your account:

If we become aware that we will miss your estimated delivery date, we will contact you as soon as we know — not after the deadline has passed.

You will be offered the choice of:

• A revised delivery date, which you may accept; or
• Cancellation of the affected order and a full refund of everything paid for it.

Where you paid an expedited-delivery premium and we miss the expedited timescale for reasons within our control, you may cancel for a full refund as above. If you would rather take delivery on a revised date, contact us and we will consider a partial refund of the premium, taking into account the length of the delay and its cause.

Delays caused by events outside our reasonable control are covered by the force majeure provisions in section 18 of our Terms and Conditions. The same choice — wait or cancel for a full refund — applies.

The clock starts when we have everything we need. These will pause it:

• Source material that is illegible, corrupted, incomplete, or materially different from what was quoted.
• A pending question we have asked you about terminology, scope or intended use.
• Reference material, glossaries or style guides you told us to expect but have not yet sent.
• A payment that has not cleared, or that was reversed after the order was placed.

Where we need something from you, we will say so clearly and tell you what effect it has on your delivery date.

You can submit work either by pasting text directly or by uploading a PDF for automatic word counting. Translations are delivered as text through your account.

Formatting is not preserved by default. Where you need the original layout reproduced, add the "Formatting Preservation" option at checkout.

The file formats, platforms and tools listed on our service pages represent the types of content we typically work with. Final compatibility is confirmed once we have reviewed your source files. Where we cannot handle a format, we will tell you and offer an alternative or a full refund.

Because delivery is digital, we can supply clients in most countries. Prices are shown and charged in the currency displayed at checkout, and the amount shown is the total that will be charged.

You are responsible for ensuring that receiving and using the translation complies with the law of the country you are in.

First, check the order detail page in your account — the deliverable is always made available there, and email notifications occasionally land in spam filters.

If the estimated delivery date has passed and the order is not marked Delivered, contact info@translatemax.com with your order number. We will tell you the status and, where we are at fault, offer you a revised date or a full refund under section 4.

Refund entitlements and how to claim them are set out in our Refund and Returns Policy.

This policy is published by Pinkbrainlab Ltd (trading as TranslateMax) and forms part of our Terms and Conditions.

• Order and delivery enquiries: info@translatemax.com
• Billing and refunds: fin@translatemax.com
• Telephone: +44 7391 482 056
• Post: Pinkbrainlab Ltd, 82a James Carter Road, Mildenhall, Suffolk, IP28 7DE, United Kingdom
• Support hours: Monday to Friday, 09:00–18:00 GMT, excluding UK bank holidays