Frequently asked questions
Do you employ translators who are native speakers?
Each of our translators is a native speaker, and a majority continue to live in their country of origin. We take great care to guarantee that every translator is a native speaker.
Which language translations are included in the plans/subscriptions?
The pay-as-you-go credit packages/monthly subscriptions include translations between the following languages:
English, French, German, Italian, Spanish, Chinese, Arabic, Portuguese, Japanese.
If you need a translation from/to another language, please contact the Sales Team.
English, French, German, Italian, Spanish, Chinese, Arabic, Portuguese, Japanese.
If you need a translation from/to another language, please contact the Sales Team.
I have paid for a pay-as-you-go credit package/subscription. What next?
After your purchase, you will receive an email confirming your payment. Within 1 business day, a personal manager will contact you to clarify the details of your order and to receive the files for translation. Once the files are received, the number of words will be calculated and the files will be forwarded to our professional translators for translation. If a personal manager has not contacted you within 1 business day, please write to us.
What is the duration for translation tasks?
The completion time for translations varies based on the total number of words. Generally, our translators can handle around 2500 words of general text daily. For proofreading tasks, we can cover approximately 4000-6000 words each day. The shortest typical duration for a project is around three days, but we can expedite the process if urgent delivery is needed. We are always open to discussing faster timelines to suit your requirements.
What happens if I'm not satisfied with the translation?
We understand that sometimes errors or misinterpretations can occur. To safeguard our clients, we offer comprehensive protection through our full professional indemnity insurance, in line with recommendations from the Association of Translation Companies.
This insurance offers extensive protection in situations involving errors or miscommunications. It provides legal and financial security against any potential disputes or claims related to the translated material, ensuring your business operations remain unaffected. Additionally, our insurance extends to previous projects, helping maintain your business's forward progress.
Furthermore, we have a 14 Day Money Back Guarantee policy for all subscriptions. If you're not satisfied with our service, you can receive a full refund within the first 14 days.
This insurance offers extensive protection in situations involving errors or miscommunications. It provides legal and financial security against any potential disputes or claims related to the translated material, ensuring your business operations remain unaffected. Additionally, our insurance extends to previous projects, helping maintain your business's forward progress.
Furthermore, we have a 14 Day Money Back Guarantee policy for all subscriptions. If you're not satisfied with our service, you can receive a full refund within the first 14 days.
Can I cancel/upgrade/downgrade my subscription?
Certainly, you have the flexibility to cancel, upgrade, or downgrade your subscription at any time by reaching out to your personal account manager.
Please be aware that if you decide to cancel your subscription, any remaining subscription credits will be valid only until the end of your current billing cycle.
Please be aware that if you decide to cancel your subscription, any remaining subscription credits will be valid only until the end of your current billing cycle.
Can the cost be estimated using the number of pages instead of the word count?
Yes, although our pricing is typically calculated on a per-word basis, we can provide an estimate based on the number of pages. If we don't have access to the actual document, we generally assume an average of 300 to 500 words per page. This estimate takes into account factors like text density and the inclusion of photos or images. Contact our Sales Team for more information.
How is the word and character count determined, and how can I trust its accuracy?
We continuously refine our system to ensure precise counting of words and characters in your documents. However, challenges may arise if the character count can't be determined electronically, particularly with diagrams or images. Should such a situation occur, necessitating adjustments in pricing or delivery timelines, we'll promptly inform you before starting the translation process.
If you notice a discrepancy between our system's word count and your own calculations, please don't hesitate to bring it to our attention. We're committed to accuracy and transparency in our word count assessments.
If you notice a discrepancy between our system's word count and your own calculations, please don't hesitate to bring it to our attention. We're committed to accuracy and transparency in our word count assessments.
Should I get Pay-as-you-go credits or a subscription?
What are credits? Credits are essentially the currency used for translating your documents. Every 10 words translated equate to the use of 1 credit.
Our subscription plans come with a monthly allotment of credits, which you can utilize within the respective month. These credits can also be carried over to the following month, provided you maintain your subscription. Additionally, we offer a pay-as-you-go option, where purchased credits remain valid for up to two years from the date of purchase.
Our subscription plans come with a monthly allotment of credits, which you can utilize within the respective month. These credits can also be carried over to the following month, provided you maintain your subscription. Additionally, we offer a pay-as-you-go option, where purchased credits remain valid for up to two years from the date of purchase.
How do the subscription plans operate?
Our subscription plans are designed to offer the most value for translation services. When you subscribe, you receive a fixed number of credits every month. It's important to note that your subscription plan is tied to a monthly commitment and will expire at the end of each month's cycle.
Can I get a refund if I cancel my plan?
We have a 14 Day Money Back Guarantee policy for all subscriptions. If you're not satisfied with our service, you can receive a full refund within the first 14 days.
Do you offer a system for automatic billing?
Yes, we have an auto-renewal feature which serves as an automated billing option. This feature ensures continuous service by automatically renewing your existing plan. Auto-renewal is activated by default for all our subscription plans, facilitating uninterrupted access to translation services. However, if you wish to manage or disable this feature, you can do so by reaching out to your personal account manager.
How can I find out how many credits I have in my account?
At the moment, a personal account section, where you can track your balance, is under development and will soon appear on the website. We apologize for any inconvenience this may cause.
While the personal account is still in development, you can always inquire about the remaining number of credits with your personal manager.
While the personal account is still in development, you can always inquire about the remaining number of credits with your personal manager.
What happens if I exhaust my credits?
If you use up all your available credits, you won't be able to access further translations until the next month's allotment becomes available. However, if you require additional credits before then, you have the option to opt for a pay-as-you-go package.