Terms and Conditions

These Terms and Conditions govern your use of translatemax.com and the translation and localisation services supplied through it. By placing an order, creating an account or using the site, you agree to be bound by these Terms.

In these Terms:

The supplier of the Services and the merchant of record for every transaction is:

You must be at least 18 years old and legally capable of entering into a binding contract to place an order.

Some Services require a registered account. You must verify your email address before you can sign in. You are responsible for keeping your login credentials confidential and for all activity carried out under your account.

You must provide accurate registration and billing information and keep it up to date. We may refuse, suspend or close an account where we reasonably believe the information given is false, where these Terms or our Acceptable Use Policy have been breached, or where we are required to do so by law.

You may close your account at any time by contacting us. Closing an account does not cancel orders already in progress or extinguish sums already due.

We provide professional human translation and localisation services, including:

• Document translation, including legal, medical, financial, technical and immigration documents
• Certified and notarised translation, where you select those options
• Software and application localisation
• Translation with independent editing and proofreading
• Video and audio translation, including subtitling and voice-over
• eLearning course localisation
• Survey and research translation, including back-translation

Service descriptions on our website indicate the types of content we typically handle. Final suitability, file-format compatibility and scope are confirmed after we review your Source Material. Where we cannot complete an order as specified, we will tell you and offer an amended scope or a full refund.

Certified and notarised translations are prepared to the standard commonly required by UK authorities. We cannot guarantee acceptance by any particular third party, court, university or government body, as acceptance criteria vary and are outside our control. If you have specific acceptance requirements, tell us before ordering.

Prices quoted by our online calculator are based on the word count, language pair, certification level, turnaround tier and any additional services you select. A quote is an invitation to treat, not an offer.

A contract is formed when we accept your order. Acceptance occurs when we confirm your order following successful payment or wallet debit. Until that point, no contract exists and we may decline any order.

We may decline or cancel an order, and will refund any sum paid, where the Source Material falls outside our Acceptable Use Policy, where we do not have the linguistic or subject-matter capacity to complete it to our quality standard, where the quoted price was affected by an obvious error, or where accepting it would breach sanctions or other applicable law.

The price displayed at checkout is the total amount that will be charged to your payment method. There are no additional handling, processing or service charges added after checkout.

The transaction currency is shown next to the total on the checkout screen. Where our site displays prices in a currency other than the one your card is denominated in, your card issuer may apply its own conversion rate and foreign-transaction fee. Those charges are set by your issuer, not by us.

• Minimum order value: USD 15.00 or the equivalent in the transaction currency.
• Payment is due in full before work begins. We do not offer credit terms.
• Accepted methods: Visa and Mastercard debit and credit cards, and TranslateMax wallet credit.

6.1 Payment Processing and Card Security

Card payments are processed by our payment partner on a hosted payment page. We never receive or store your full card number. Card data is tokenised and handled in accordance with the Payment Card Industry Data Security Standard (PCI-DSS). We retain only the last four digits of the card used, so that we can identify the transaction on receipts and in support enquiries.

Every card payment is initiated by you at the time of purchase. We do not store your card for future use, we do not operate subscriptions, and we will never charge your card without you completing a payment at that moment.

6.2 Failed and Incomplete Payments

If a payment is declined or does not complete, your order remains in an unpaid state and no work begins. Unpaid orders may be cancelled automatically. If a payment is later reversed, charged back or otherwise recalled after work has begun, we may suspend delivery and any Deliverable already supplied until the sum due is settled.

You may pre-fund a TranslateMax wallet and pay for orders from that balance.

• Wallet credits are non-transferable virtual credits, usable only on this platform to pay for our Services.
• Credits are not electronic money, not a deposit, not a security, and not cryptocurrency. They are not tradable and cannot be exchanged for cash except by way of a refund under our Refund Policy.
• Credits do not expire and are not subject to dormancy or inactivity fees.
• A wallet is denominated in a single currency, fixed when the wallet is created. A wallet cannot be used to pay for an order priced in a different currency.
• Credits earn no interest.

Unspent wallet credit that you have paid for remains refundable to your original payment method. See our Refund Policy for how to request this and the applicable timescales.

All Services are delivered digitally. We do not ship physical goods. Deliverables are made available for download from your account and you are notified by email when an order is ready.

Base turnaround times run from the point at which payment clears and the order is confirmed:

Business days are Monday to Friday, excluding UK bank holidays. Delivery estimates are estimates and not guaranteed times, unless we have agreed a fixed deadline with you in writing.

If we cannot meet the estimated delivery date, we will tell you as soon as we are aware and offer you the choice of a revised date or cancellation with a full refund of the affected order. Full details are in our Delivery and Fulfilment Policy.

You are responsible for the accuracy, completeness and legibility of the Source Material you submit. We translate what we receive; we do not verify the factual accuracy of the underlying content.

By submitting Source Material you warrant that:

• You own the Source Material or have all rights, licences and permissions necessary to have it translated.
• Translating and returning it to you will not infringe any third party's intellectual property, confidentiality or privacy rights.
• The Source Material is not unlawful and does not breach our Acceptable Use Policy.
• You have provided any reference material, glossary, style guide or context needed for specialised terminology.

You agree to indemnify us against any claim, loss or cost arising from a breach of these warranties.

Your use of our Services is subject to our Acceptable Use Policy, which forms part of these Terms. It sets out the categories of content and conduct that we do not accept, including forged or falsified documents and material that facilitates fraud.

We may refuse or halt any order that breaches that policy. Where we do so, we will refund sums paid for work not yet performed, unless we are prohibited from doing so by law or the breach was deliberate.

We supply translations prepared by qualified linguists and reviewed before delivery. We aim for accurate, complete renderings appropriate to the subject matter and the intended use you have told us about.

Translation involves professional judgement. Where more than one accurate rendering is possible, differences of style or preference are not defects.

11.1 Revisions

• One revision round is included in the price of every order.
• Up to five revision rounds are available in total. Each additional round is charged at a flat fee, shown before you add it.
• Revisions to correct our errors or omissions are free of charge and do not count against your included round.
• Revisions arising from changes to your requirements, or from reference material supplied after work began, are chargeable as new work.

Cancellation rights, the statutory right of withdrawal and its waiver, quality-based refunds, wallet refunds and our chargeback process are set out in full in our Refund and Returns Policy, which forms part of these Terms.

All refund and billing correspondence should be sent to fin@translatemax.com.

You retain all rights in your Source Material. Nothing in these Terms transfers ownership of it to us.

On receipt of payment in full, all rights in the Deliverable transfer to you. Until payment is received in full, we retain all rights in the Deliverable and you may not use it.

We retain ownership of our platform, software, website content, and any translation memories, glossaries and terminology databases we build in the course of our work, save that we will not use your confidential content to service another client.

We will not disclose the contents of your Source Material or Deliverable publicly. If you would prefer that we do not refer to you as a client by name or logo, tell us and we will not do so.

We treat all Source Material and Deliverables as confidential. We will not disclose them to any third party except to those of our personnel, linguists and sub-contractors who need access in order to perform the Services, and who are themselves bound by confidentiality obligations.

This obligation does not apply to information that is already public through no fault of ours, that we already lawfully held, or that we are required to disclose by law, regulation or court order.

How we handle personal data specifically — including retention periods, sub-processors and international transfers — is set out in our Privacy Policy.

Work may be carried out by our internal team, by vetted freelance linguists, or by established language service partners, depending on the language pair, subject matter and volume involved.

All personnel and partners with access to your material are bound by confidentiality obligations no less protective than those in section 14.

We process personal data as a controller in accordance with the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003. Our Privacy Policy explains what we collect, our lawful bases, how long we keep it, who processes it on our behalf, and how to exercise your rights.

Data-protection enquiries and data-subject requests should be sent to info@translatemax.com.

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded — including, for consumers, liability under the Consumer Rights Act 2015.

Subject to that, our total liability arising out of or in connection with any order, whether in contract, tort (including negligence) or otherwise, is limited to the total amount you paid for that order.

We are not liable for indirect or consequential loss, or for loss of profit, revenue, business, contracts or anticipated savings. Where you are a consumer, we are not liable for loss that was not foreseeable to both parties when the contract was formed.

We are not liable for any decision made, or action taken, by a third party in reliance on a Deliverable, including a decision by a court, government department, university or immigration authority to accept or reject a translation.

Where you have purchased the optional "Document Insurance" add-on, the cover it provides is described at the point of sale and applies in addition to the limits in this section.

We are not liable for any delay or failure to perform caused by events beyond our reasonable control, including natural disasters, armed conflict, epidemics, failure of public telecommunications or power networks, cyber-attack, or the acts of governments and regulators.

Where such an event materially delays an order, we will inform you and you may choose to wait for performance or cancel the affected order and receive a full refund of the sums paid for it.

We supply Services digitally and can serve clients in most countries. However, we do not accept orders or billing addresses from certain territories, in order to comply with UK and international sanctions.

You are responsible for ensuring that your receipt and use of the Services complies with the laws of the country in which you are located. We may decline or cancel any order where completing it would, in our reasonable view, breach sanctions or export-control law.

If something has gone wrong, please tell us first. Most issues are resolved quickly and without cost to you.

• Step 1 — Raise it with us at info@translatemax.com, or fin@translatemax.com for billing matters. Include your order number.
• Step 2 — We aim to acknowledge your complaint within 2 business days and to give a substantive response within 14 days.
• Step 3 — If you remain dissatisfied, we will confirm our final position in writing and set out the options open to you.

Where a dispute cannot be resolved directly, both parties may agree to mediation before commencing proceedings. Nothing in this section prevents either party from seeking urgent injunctive relief, or a consumer from bringing proceedings in the courts.

These Terms and any dispute arising out of them are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

If you are a consumer resident elsewhere in the United Kingdom or in the European Union, you retain the benefit of any mandatory consumer-protection provisions of the law of your country of residence, and may bring proceedings in your local courts.

These Terms are published in English. Any translation is provided for convenience only. In the event of any discrepancy or ambiguity between the English version and a translation, the English version governs.

23.1 Changes to these Terms

We may update these Terms from time to time. The version in force at the moment you place an order is the version that governs that order; later changes do not apply retrospectively. The current version, its version number and its date are always shown at the top of this page.

23.2 Severability

If any provision is found to be unenforceable, the remaining provisions continue in full force.

23.3 Assignment

You may not assign or transfer your rights under these Terms without our written consent. We may assign our rights on notice to you, provided your rights are not adversely affected.

23.4 Entire agreement

These Terms, together with our Refund Policy, Delivery and Fulfilment Policy, Acceptable Use Policy, Privacy Policy and Cookie Policy, form the entire agreement between us in relation to the Services.

23.5 No waiver

A delay or failure by us to enforce any provision is not a waiver of our right to enforce it later.

Questions about these Terms can be sent to us at any of the following:

• General enquiries: info@translatemax.com
• Billing, refunds and chargebacks: fin@translatemax.com
• Data protection: info@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