Terms and conditions

Receipt and delivery of orders

From Monday to Friday between 9 a.m. and 6 p.m., preferably after prior agreement:

Completed translations are delivered to our customers according to their requirements by one of the above-mentioned methods. We can also save the translations to a CD or DVD.

For orders exceeding CZK 5,000 excl. VAT we do not charge any courier/delivery costs. For other orders, we charge the customer for the courier/delivery costs incurred.

The receipt and delivery of orders outside normal working hours is only possible after prior agreement; for this case, we are available on the mobile phones listed on the Contacts page.

Ordering translations and other services

For each order, we need to receive the exact specifications of the required services, the desired delivery time and billing information (not necessarily in a separate file; the body of the email will do). The agency sends a confirmation of the order together with price specification (unless previously sent).

Delivery time

The standard processing time to complete a translation is 1 working day/8 standard A4 pages/1 translator. The day of the receipt and the day of the delivery of the translated text are not included in the standard processing time. If the customer requires the translation to be completed sooner than the standard time frame, the order is considered urgent or express.

Billing methods

The translation and proofreading services are charged using the billing method chosen by the customer:

The price of the translation includes basic proofreading (checking for typos) delivery of the text in the agreed file format (usually doc, docx, odt, xls, ppt, txt, html, pdf and others) while preserving the original layout of the text. It is recommended that all translations to be published on the Internet, in the media or printed in bulk should be proofread by a native speaker.

For translations that are only available in hard copy (where we cannot determine the number of source words), the billing unit is 1 standard page of the translated text or 1 word of the translated text.

For interpreting services the standard billing unit is:

The minimum billing unit for interpreting is ½ day (4 hours). In simultaneous interpreting, two interpreters take turns so the rate is multiplied by two.

Prices are always agreed in advance on the basis of price calculation. Thus, the total price of the order is fixed and determined in advance. For more information on the prices of our services, please see our Price List.

Payments

Payments are accepted in cash in return for a receipt, or by bank transfer upon receipt of invoice sent as a PDF file by email and payable within 10 days from the date of issue (unless otherwise agreed in writing).

Late payments are subject to a penalty of 0.05% of the invoiced amount for each day of delay.

Our company is a registered VAT payer.

Complaints

In case a customer is not satisfied with the translation, they may file a complaint within 14 days from the receipt thereof. Any complaint made after this period will not be taken into consideration and the services rendered will be considered flawless. The complaint must be made in writing and include a detailed description of the identified deficiencies.

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