Any individual or corporate body (“the Client”) that submits text for translation, localisation, revision, editing, or any other professional language service enters into a binding contract with The Word Hub Limited (“TWH”).
Unless TWH expressly agrees otherwise in writing, TWH contracts only on the terms and conditions set out below. Every contract to which TWH is a party incorporates these terms. TWH provides all translations and services subject to these terms, regardless of any conflicting terms in the Client’s own conditions. However, if the Client specifically draws TWH’s attention to its own terms at the time of placing an order, or if TWH signs the Client’s terms and conditions, those terms will prevail.
1. Specification of Requirement
1.1. When ordering a language service, the Client must provide full and detailed instructions covering all relevant aspects of the assignment. For translation assignments, the Client must clearly state the target audience and intended use, for example:
• information only
• publication and advertising
• legal purposes or patent proceedings
• any other purpose where the translator’s wording may have significant consequences
1.2. If the Client does not disclose the intended purpose, TWH will complete the translation according to its professional judgement, treating it as if it were required for one of the purposes listed above.
1.3. If the Client wishes to use a translation for a purpose other than the one originally stated, the Client must obtain confirmation from TWH or another competent authority that the translation is suitable.
1.4. TWH reserves the right to amend and adapt such a translation previously supplied (if necessary) for the new purpose and make a further charge for such work.
1.5. If the Client uses a translation for a different purpose and it fails to meet expectations, the Client is not entitled to compensation from TWH. The Client must indemnify TWH for any resulting loss, including loss of goodwill.
1.6.The Client must provide all necessary documents and, where possible or required, supporting materials such as previous translations, terminology lists, publications, reference materials, background information, and expert assistance. The Client must also respond to TWH’s queries about the text, including any unclear or defective content.
1.7. TWH has no obligation to identify or correct errors in materials supplied by the Client and accepts no liability for any resulting loss or damage.
2. Pricing, Quoting and Time of Delivery
2.1. TWH calculates costs according to its applicable scale of charges or any framework agreement in place with the Client. When preparing a quotation, TWH may depart from its standard rates but will explain the reasons on request.
2.2. All quoted costs are exclusive of VAT. VAT is only applicable within the UK.
2.3. In the event that the Client cancels an assignment placed with TWH, TWH shall be entitled to make a cancellation charge not exceeding the value of the full assignment, had it been completed.
2.4. Binding quotations shall not be given against documents not seen by TWH. Quotations for material not seen shall be subject to confirmation of price on receipt of the documents for translation.
2.5. The Client must clearly state delivery requirements when submitting texts. TWH will make every reasonable effort to meet those requirements. However, late delivery does not entitle the Client to withhold payment for completed work.
2.6. If a delivery date is critical, the Client must state this at the outset.
2.7. TWH will take reasonable care in selecting carriers and transmission methods. However, TWH is not liable for loss of dispatched documents, consequential loss or damage, or errors arising from electronic transmission, including email, FTP, or other methods.
2.8. TWH reserves the right to sub-contract all or part of the assignment to a contractor of its choice in order to meet the Client’s requirements.
3. Quality of Work at TWH
3.1. TWH follows the principles of the ISO 17100 translation services quality standard where applicable. If our work falls below this standard or other reasonable expectations, we will address the issue systematically with the Client.
4. Corrections and Alterations, Checking and Approval
4.1. The Client must notify TWH within seven (7) working days of delivery if it believes the work is defective. TWH may correct confirmed defects within an agreed timeframe.
4.2. If the Client wishes to make any alterations to the translation which are not directly attributable to any defects noted, the Client should make these alterations in cooperation with TWH, otherwise TWH shall not be responsible for any alterations made after delivery to the Client.
4.3. If the Client or the Client’s customer requests changes after delivery and asks TWH to implement them, TWH may charge an additional fee unless the changes correct objective defects in the original translation.
4.4. If TWH submits a translation for review before final delivery, the Client must provide feedback within the agreed timeframe so TWH can finalise the assignment.
5. Liability
5.1. TWH accepts no liability for defects, errors, or omissions in texts supplied by the Client, including issues relating to wording, grammar, punctuation, or any other aspect. TWH is also not liable for transmission errors by telephone, email, or other communication methods. The Client must provide legible materials. If materials are unclear, TWH may decline or discontinue the assignment without liability for resulting loss or damage.
5.2. TWH shall not be liable for any errors in its translation of non-standard abbreviations or for errors resulting from illegibility of any material supplied by the Client or for any consequential loss or damage.
5.3. TWH’s liability for damages shall be limited to the agreed or invoiced fee for the assignment. TWH shall not be responsible for any indirect or consequential damages attributable to the translation.
6. Copyright
6.1. Title to the copyright embodied in any translation produced by TWH shall pass to the Client when all monies owed by the Client to TWH in respect of that translation, including any interest payable in respect of late settlement of account, are paid in full.
6.2. Nothing within these terms and conditions shall be construed as giving the Client any intellectual property rights to any material, including computer software and systems, whether developed by TWH or by third parties, that TWH may use in the execution of translations or transmission of data to the Client.
6.3. TWH is not liable for any copyright infringement in materials supplied by the Client. The Client must indemnify TWH against any related claims, costs, or losses.
6.4. The Client shall remain liable under the contract and for the contractual price notwithstanding any inadvertent breach of copyright on the part of TWH.
7. Mutual Confidentiality
7.1. TWH is fully aware of the highly sensitive nature of some of the work we undertake and information we acquire in the course of our relationships with our clients. We therefore undertake to maintain strict confidentiality in all aspects of our work carried out for our clients.
7.2. TWH will not disclose, copy, or use confidential information relating to the Client’s business or the business of the Client’s customers. This includes information about employees, subcontractors, pricing, and other non-public matters.
7.3. If TWH provides the Client with know-how or information, including the identity of subcontractors, the Client must treat that information as confidential and must not disclose or use it for other purposes.
7.4. If the identity of one of TWH’s subcontractors becomes known to the Client in connection with an assignment from the Client which the subcontractor in question is working on, the Client shall be prohibited from contacting the subcontractor in question for any future translation assignments.
8. Force Majeure
8.1. If a Force Majeure event occurs, TWH will notify the Client without delay and explain the circumstances. Either party may withdraw from the assignment. However, the Client must pay for work completed up to that point. TWH will assist the Client, where possible, in placing the assignment elsewhere.
8.2. Force Majeure shall be Strike, Lockout, Industrial Dispute, Civil Commotion, Natural Disaster, Acts of War and any other situation which can be shown to have materially affected TWH’s ability to complete the assignment as agreed.
9. TWH Payments
9.1. Unless otherwise agreed, payment terms are net 45 days from the invoice date. If the Client fails to pay on time, TWH may suspend work without prejudice to its rights. TWH may charge interest on overdue amounts at 2% per annum above the Bank of England base rate.
9.2. If the Client suspends work for more than 60 days, TWH will invoice all costs incurred up to that point and any materials ordered for the project.
9.3. TWH reserves the right to charge payment for work in progress where the production time is in excess of 60 days. TWH also reserves the right to request payment, in part or in full, in advance or on receipt of goods for work undertaken.
10. Disputes and Applicable Law
10.1. If a Client raises a complaint about TWH’s services or a specific assignment, TWH will respond and correspond with the Client to resolve the matter amicably. Both parties agree to use reasonable efforts to settle disputes. If they cannot resolve the dispute directly, they will refer it to arbitration.
10.2. These general Terms and Conditions of Service shall be interpreted in accordance with English law.
