Terms & Conditions for Business Customers

I. Quotes

1.1. Clients are quoted by default for the service level specified in the quote. Please ensure you have read the quote to understand what is included and what is not. 1.2. The service may be quoted for either AI and MTPE (machine translation post-editing), human-only translation, or a combination of both, depending on the project and client preferences. The service level needs to be agreed upon upfront for each job. 1.3. Turnaround times are quoted for delivery by email only. If requested, hard copies will be sent out after email delivery via 1st class post unless otherwise agreed. 1.4. Quotes will always exclude the translation of non-editable elements unless specifically requested upfront.

II. Placing an Order

2.1. The client places the order via our online portal by creating a quote request and approving the quote online. If the client places the order by email, confirmation to proceed by email constitutes the contract, and LingvoHouse T&Cs are deemed accepted upon confirmation to proceed. 2.2. The client must provide the Billing Entity, Billing Address, Case Reference (where applicable), the full name and email address of the person responsible for the invoice, and any specific instructions, whether formally requested or not. It will not be possible to amend any of these details once the translation is done and the invoice is submitted to the client. 2.3. The client must provide reference materials, TM files, or a dictionary at the point of placing the order. Otherwise, we will translate terms, abbreviations, and expressions at our own discretion and will not accept any complaints about the appropriateness of the translation. 2.4. By placing the order, the client accepts that LingvoHouse may place the client’s logo in the client’s section of our website. If this is not permitted, please let us know before placing the order.

III. Postage of Hard Copies

3.1. Where a hard copy of the translation is required, we can only post within the UK via 1st class Royal Mail or via Next-day Royal Mail for an extra fee. We are not able to organise courier services (client to arrange pick-up if needed) or post the hard copy overseas, unless otherwise agreed before the order is placed.

IV. Cancellations

4.1. Projects can be cancelled at any time by email. If the translator has already started working on the file, LingvoHouse will charge an amount equivalent to the number of words processed and will deliver the partially translated file in return.

V. Payment

5.1. The price for the services shall be quoted upfront (except for ongoing support customers who are on a fixed rate plan, where parties agree on the rate that would apply for any jobs upfront) in line with the project/job scope. 5.2. All prices are subject to UK VAT of 20% for UK clients. 5.3. The services must be prepaid unless a payment on account is agreed upon. In such cases, the payment shall be made strictly within 30 calendar days of the invoice date. 5.4. The Agency reserves the right to charge interest on amounts outstanding for more than 10 working days, for every day of delay at the rate of 4% above the UK base rate. Interest shall accrue on a daily basis.

VI. Legal Aid Agency and Third-Party Payments

6.1. Services are payable by the entity/person who placed the order. If at any time the Legal Aid Agency or any other third party/end client is involved in payment for all or part of LingvoHouse services, this must be explicitly agreed upon before any order is placed. 6.2. Any claims post-completion of translation will not be accepted, and we cannot be requested to provide any information, breakdown of fees, etc., or assist in any other way in getting our invoices paid by the Legal Aid Agency or by any other third party.

VII. Service Levels & Quality

7.1. MT-based Translation: This budget MT/AI-based translation service involves checking and editing the MT output by a human linguist (MTPE). It is designed to produce simple translations quickly, with quality limited to reflecting the original meaning of the source text rather than style and voice. This service may not be suitable for branded or business-critical projects, and the Agency will advise the client accordingly on a case-by-case basis. Clients choosing this service should accept its limitations, including that quality and style are not primary considerations. Small errors can occur due to the lack of a second checking stage. It is implied that the client will fine-tune the translation in-house if a certain style and voice are needed. 7.2. Human Professional Translation Service Level: This is the full end-to-end human native speaker translation, additionally proofread by another human. The second translator will correct grammar mistakes and instances of inaccurate meaning but will not address style and voice unless agreed in the quote. For Creative translation (Transcreation), clients should request a quote upfront. Service Levels Limitations: Claims cannot be made regarding translation of client’s specific terms, abbreviations, or other specific data unless reference material or a terms dictionary was provided beforehand. Translators’ input is not meant to substitute the work of specialist consultants such as marketing, legal, and finance to produce a business-critical document. 7.3. Additional Services: The following add-ons are excluded from the default price and can be requested in addition to the translation service: third-eye quality assurance, expert terminology knowledge, certification, glossary creation and management, terminology management via CAT tools, formatting, DTP, post-implementation checks, multilingual project management, keyword research, transcreation, localisation, and expedited turnaround.

VIII. Formats

8.1. We will not mirror the original format or provide additional layout and formatting work where the source document is in a non-editable format (unless this is paid for extra). However, we will ensure the translation is presented in a way that is understandable to the user and the document is tidy.

IX. Certification

9.1. LingvoHouse certifies translations according to UK standards only. When this service is requested, the translation will come on our official letterhead and include our credentials, details of the translator, confirmation that it is an accurate translation of the original document, our contact details, stamp, date, and e-signature of the translator or an authorised official of our Agency. Special requests must be communicated beforehand. 9.2. Notary, solicitor, or sworn certification should be requested separately before placing your order and comes at an extra cost. LingvoHouse cannot be held responsible for non-acceptance or non-conformity of the chosen type of certification.

X. Use of Translation

10.1. The Client will indemnify LingvoHouse against all liabilities, losses, or costs that the Agency may incur in consequence of any claim made against the Agency due to the use or content of any translation delivered by the Agency. 10.2. The Client agrees that the Agency does not in any way guarantee any specific results deriving from the Agency’s services, and the Client accepts that said services may result in the loss of capital.

XI. Guarantees

11.1. The Agency guarantees that the services will be provided using reasonable care and skill. The Agency expressly does not give the Client any other guarantees whatsoever and excludes any implied warranties to the maximum extent permitted by law. 11.2. The Agency shall not be liable for any representation (unless fraudulent), any implied guarantee, condition, or other term, any duty at common law, any loss of profit, or any indirect, special, or consequential loss, damage, cost, expenses, or other claims (whether caused by the negligence of the Agency, its agents, or employees) which arise out of or in connection with the provision of Services or their use by the Client. 11.3. The Agency will use its best endeavours to deliver the services within any agreed time, but shall not be liable to the Client or be deemed to be in breach of the Terms by reason of any delay in performing, or any failure to perform, any of the services if the delay or failure was due to any cause beyond the Agency’s reasonable control. 11.4. The entire liability of the Agency under or in connection with the provision of the services shall not exceed the amount of the Agency’s charges for the provision of the services, except where liability cannot by law be limited.

XII. Confidentiality

12.1. The Agency shall keep confidential all information and documents delivered by the client and shall not disclose any such information or the contents of such documents to any third party unless compelled to do so by law.

XIII. Document & Data Retention Policy

13.1. Unless requested otherwise in writing before placing the order, the following applies:

• Any copies of any documents/communication received for translation will be deleted after the translation is sent by email or post (documents sent for quotations will be deleted after 1 month since receipt).
• Any copies of translations on file after the translation has been sent to the customer by email may or may not be deleted at our discretion, at any point in time after 1 month since delivery.
• We are not obliged to maintain any detailed account or order data (including rate per word quoted, number of words ordered, etc.) beyond what is required by the HMRC for accounting purposes.
• If the client requires deletion of any data or documents, they must email us.
• Contents of 13.1 relate to orders placed by businesses. Individuals please refer to our Full GDPR Policy, which LingvoHouse is compliant with. 13.2. Should any copies of previously ordered translations be required in the future, a new order for this service will need to be placed.

T&Cs for Intepreting Services

Please confirm your agreement with the below terms upon confirming the booking.

1. Changes in agreed terms. The Agency is required to provide interpreting services at pre-agreed location during pre-agreed dates and time with respect to pre-agreed subject matter and for pre-agreed fee. Any changes to the above should be reported to the Agency as soon as possible and may incurred surcharges.
2. Minimum number of interpreters. For simultaneous interpreting a minimum of 2 interpreters are required according to the EU legislation if the interpreter is required to work more than 20 minutes without break.
3. Preparation material. Client further agrees to provide the interpreters, in good time, with all the preparatory and background materials necessary for interpreters to properly prepare for the job and may be required (to be pre-agreed) to compensate the interpreters for every hour actually spent by interpreters reviewing said materials.
4. The relevant equipment should be provided for by the Client/venue unless agreed upon otherwise. Agency/Interpreters shall not be held liable for any technical malfunction, or human error on the part of engineers retained by Client that may render the equipment inoperable.
5. Over-time. The Client agrees to pay for each interpreter the over-time for work outside pre-agreed time at the rate of £150.00+VAT per hour for any portion of an hour in access of 8 working hours per day including lunch.
6. For assignments outside M25, the Client shall compensate Interpreter’s reasonable expenses including but not limited to travel, terminal expenses and accommodation for the duration of the event, and shall pay Interpreter a per-diem of £30+VAT unless full board is provided. At least 1 hour lunch break should be provided.
7. Payment terms. The fees including expenses shall be payable net within 30 days of the date of the invoice issued by the Agency to Client. The Agency shall retain the right to levy chargeable interest of 4% per day if the payment is outstanding for more than 10 working days from date of issue.
8. Cancellation policy. Should the job or any part thereof be cancelled by the Client two weeks or less prior to the date on which it was scheduled to begin, the full amount of the agreed fee shall be payable. Should the job or any part thereof be cancelled more than 2 weeks but less than 3 weeks prior to the date on which it was scheduled to begin, 50% of the pre-agreed fee shall be payable. The Client understands and hereby expressly agrees that no payments under this clause shall constitute or may be construed as, a penalty clause but represent a fair reflection of the losses actually incurred by the interpreters if the assignment is lost.
9. Change of date policy: Any request to change the date of a booked interpreting service will be treated as a cancellation, and our standard cancellation terms will apply (see para 8). This is because such changes incur costs and scheduling disruptions. However, if the originally assigned interpreter is able to accommodate the new date without incurring additional fees, we will waive the cancellation charges. Clients are encouraged to communicate any potential date changes as early as possible to avoid these charges and to facilitate smooth rescheduling.