Terms and Conditions of Service

Terms and Conditions of Service

General Services

Acceptance of quotation will be taken as acceptance of the following terms and conditions that rule the provision of language services by Chancexpression.

– Object

The present general conditions of sale shall apply to all and any provision of services requested from Chancexpression, by mail, by hand, fax, e-mail or any other electronic means, unless differently agreed in writing, and without requiring express stipulation between the parties or formal acceptance by the client.

– Submission of Texts

Texts shall be submitted by the client, on hard copy, typed, printed, in electronic form or in any other way agreed between the parties.

Every service allocated must be accompanied by a purchase order or by written acceptance of the proposal, including the fees agreed by the parties. Chancexpression reserves the right not to initiate the work should these conditions not be met.

All technical documentation shall be accompanied, where necessary, by reference documents provided by the client and/or drawings or diagrams that facilitate the understanding of such documentation. Terminology shall be standardized according to the definitions included in the technical dictionaries consulted.

In case of difficulties in the understanding of the text, the client commits to providing all necessary information, which will allow Chancexpression to perform the assignment awarded.

Amendments to the texts must be requested in writing and in a precise manner.

– Quality Policy

Our Quality Policy stipulates that all translations are revised by a second translator at no additional cost to the client.

The proofreader will ensure the suitability of the translation, comparing the original document and the translation for terminological consistency, pattern and style.

Translations will not be revised by a second translator, upon written request by the client.

– Delivery Date

The deadlines set by Chancexpression are subject to the date the services were awarded.

Chancexpression will not be liable for delays caused by faxes, modems, e-mail and/or any other means of delivery or carriers which are not under its direct control.

In the event of a late delivery, should the delay exceed one-third of the agreed deadline and be the sole responsibility of Chancexpression, a reimbursement, to be agreed by the Parties, which may come up to 100% of the amount of the late delivery, shall be paid.

– Fees, invoicing and payment

The cost of a translation is calculated by the word count in the source language, except if otherwise stipulated in writing.

Proofreading, editing, creative writing, transcreation and layout services will be calculated on an hourly basis.

Transcription services will be charged by the minute.

The quote value serves as a reference for future orders and is always subject to the availability of suppliers on the date of adjudication.

This amount does not include Value Added Tax (VAT). VAT is applicable to all private client’s resident in the European Union, clients with companies based in the EU which do not have a VAT registration number, as well as to Portuguese private clients/companies.

Should a client request to postpone the delivery of an assignment already carried out by Chancexpression, for reasons unrelated to the company, Chancexpression reserves the right to inform the client within a period of 10 working days that it will proceed with the delivery and invoicing. No assignment will ever be free of invoicing and delivery for reasons under the client´s responsibility and without the prior agreement of Chancexpression, which may accept or decline the request.

Should a service be cancelled by the client, the work already carried out will be charged in full while the suspended work will be charged at 50%.

Unless otherwise specified, all invoices must be paid within five (5) days from the date of issue indicated in each invoice.

Any delay or non-payment shall constitute grounds for immediate claim of the full amount due, without prior notice or further formalities.

Chancexpression reserves the right to charge interest for late payment, calculated using the Bank of Portugal´s reference rate, with effect from the date the payment was due. Any expenses caused by problem solving must be reimbursed by the customer. In the event of late payment, any ongoing work and orders will be suspended.

In case of payment default, full or partial use of the translation not yet paid for will be deemed illegal.

Chancexpression reserves the right to demand immediate payment and compensation for the applicable copyrights, should the client use material which has not been paid for.

– Confidentiality

Chancexpression undertakes to respect the confidentiality of documents submitted and not to disclose any information to third parties either during or after the provision of the service, except to suppliers involved in rendering the service, as these will have mandatorily signed a confidentiality agreement with Chancexpression.

– Business documents

Unless the customer specifically requests otherwise, we will store all business document translations, subject to strict confidentiality, for a maximum of two years in order to ensure future updates requested by the client.

– Documents containing personal data

Pursuant to the General Data Protection Regulation (GDPR) in effect from May 25, 2018, excluding data required for invoicing, any personal data relating to natural persons will, invariably, be deleted after serving the purpose for which they were requested or received.

Any personal data about natural persons provided by the customer will be used exclusively for the purposes for which they were provided, and for as long as necessary to fulfill such purposes, and will not be provided to third parties except in compliance with legal obligations or to fulfil the language service requested by the client.

You must provide us a written consent so that we can quote, translate, review, proofread, adapt and/or transcribe any document containing personal data about you or minors under your care. The consent form will be sent to the client by e-mail. After duly completed, the client must return it by e-mail.

You may withdraw the consent given at any time by e-mail.

– Complaints

Only complaints received by e-mail within fifteen (15) days of the full or partial delivery of the work(s) will be considered. All claims must be accompanied by the original documents, the translations rejected and an explanation. Once the abovementioned period has elapsed, the translation will be considered correct and no claims will be accepted.

Should the client present a complaint within the set deadline, Chancexpression agrees, at its own expense to deliver an edited version of the rejected translation within a period of time equivalent to one third of the period previously established, plus one extra working day. This second document will be used to assess the quality of the translation in order to determine the amount of any refund to be decided by Chancexpression.

Chancexpression will not be held responsible, under any circumstances, for translations which are considered unsatisfactory from a style perspective. Especially as far as advertising and promotional materials are concerned, the services rendered will be translation only, unless otherwise expressly requested. Chancexpression will not be responsible for producing the translated text, in an advertising style significantly different from the source text, for example.

In any event, Chancexpression is liable only for the amount of the invoice corresponding to the services rendered.

Mistakes found in a certain part of the translation shall not constitute, in any circumstances, grounds for questioning the quality of the full translation. Chancexpression reserves the right to carry out changes to the translation in such cases.

– Disputes

Only written agreements between the parties shall be considered. The Court of Appeal of Lisbon has jurisdiction to resolve any disputes.

Special Services

– Translation Services

Chancexpression provides translation services in multiple languages and at competitive prices. All translations are subjected to proofreading by a second translator. This service is already included in the fee proposed to the client.

Note on the Portuguese Language Orthographic Agreement:

Unless expressly requested, translations into Portuguese will be carried out not using the Orthographic Agreement.

– Proofreading/Revision Services

Chancexpression also provides proofreading and revision services for external translations (to understand the differences between these two services, please check our Revision and Proofreading page). Estimates will be made in accordance with the quality of the translation, therefore, it must be sent by the client for prior assessment.

Extremely substandard translations will not be accepted or/and Chancexpression reserves the right to raise the fee proposed so as to carry out a new translation.

– Quality Control/Assurance

In addition to the proofreading services, Chancexpression also provides quality control services (partial verification of a document) or quality assurance (verification of the entire document) according to the LISA model.

This model is based on the metric of the Localization Industry Standards Association, which evaluates the errors based on three severity levels—Minor, Major and Critical—and each of them has a different weight in the evaluation, as well as various types of errors, e.g. accuracy, terminology, style, formatting, and more. In the end, the document can pass or fail, depending on the errors found.

– Layout Services

In the case of PDF documents, scanned documents or images, Chancexpression cannot guarantee the reproduction of the source document layout and formatting if the original files are not received.

If the client wishes to receive a document with the exact original formatting, he/she must request a quote for the graphic work and provide all relevant files in their original graphic format.

Even if the client intends to perform the graphic work him/herself, all assignments which are meant for online publication and/or for printing/distribution must be subject to a final verification by a professional with the appropriate skills in order to avoid typos, errors or omissions. The quote given in such cases includes the time required for the final revision of the work in PDF.

For the revision of the final format, about 1 hour per 2000 words is considered standard—an average that may vary depending on the quality of the insertion of the online content, the type of graphics or the layout carried out by third parties.

This revision differs from linguistic proofreading, since it is meant to check only for typos, omission of words, hyphenation and titles during the content’s online insertion process or layout, as well as their compliance with the images. Chancexpression is not responsible for errors should the content not be subject to a final proofreading.

– Creative Writing or Transcreation

Based on keywords or an original, a touch of creative freedom is added when developing content, that will convey a specific message with clarity, overcoming cultural and linguistic differences. Creative writing can also involve the creation of specific content to make a product/website more commercial (“Call to Action”).

– Transcription

Our transcriptions are carried out by professionals, transcribed word for word according to the audio file and revised by trained proofreaders.

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