Terms and Conditions
These Terms, together with our Refund, Cancellation and Money-Back Guarantee Policy and our Privacy Policy, form the entire agreement between you and us, and replace any earlier terms, discussions, or arrangements on the same subject.
1. Our services
We arrange and provide translation, interpreting, transcription, and related language services, delivered online and, where relevant, by post. We work with qualified translators and interpreters, including NAATI-certified practitioners where certification is available for the language and purpose required.
We provide our services with due care and skill. However, translation and interpreting services can involve professional judgement around terminology, tone, and phrasing, and more than one accurate rendering of a text may be possible.
2. Quotes and orders
Quotes are based on the information and documents you provide at the time of enquiry. If the actual scope differs — for example, the document is longer, the language pair is different, or the source material is unclear — we may need to revise the quote before proceeding, and we will contact you to confirm any change before continuing.
An order is accepted once payment (or, for approved account clients, a confirmed purchase order) is received and we have confirmed the assignment.
3. What counts as a “page”
For pricing, one page = up to 250 words (including numbers) on a single sheet. If a document exceeds 250 words, an additional page applies for each further 250 words. Please choose an accurate number of pages when ordering; our project managers may contact you to revise your quote if the estimate is not accurate.
Guide for common documents:
| Document Type | Page Count / Calculation |
| Driver’s Licence / ID Card (front & back) | 1 page |
| Birth / Death Certificate | 1 page |
| Marriage / Divorce Certificate | 1 page |
| Police / Clearance Certificate | 1 page |
| Degree / Diploma | 1 page |
| Academic Transcript (per page) | 2 pages |
| Other Documents | Number of words ÷ 250 |
4. Your responsibilities
To help us deliver accurate work on time, you agree to:
- provide clear, complete, and legible source documents;
- enter an accurate page or word count and select the correct language pair, service, and certification option;
- upload the correct documents, and confirm they are the final versions;
- provide preferred spellings of names, addresses, and places at the time of ordering; and
- respond promptly to any questions we raise (for example about unclear text or spellings).
Delays, errors, or additional charges that arise from inaccurate or incomplete information you provide are not our responsibility, though we will always try to work with you to put things right.
5. Payment and charges
Orders from individuals are payable in full in advance, before work begins. Approved business and government clients may apply to be invoiced on account; where credit is approved, payment is due within the terms stated on the invoice (for example, 14 days from the invoice date).
Any work outside the agreed scope will be quoted and charged separately. If additional pages, translation services, or components are required, the final amount may differ from the original quote, and we will confirm this with you before proceeding.
6. Turnaround and delivery
Estimated turnaround times are shown at checkout and start once your order has been reviewed, confirmed, and assigned to a translator — not from the moment of payment. Turnaround may be extended where we need further information from you, where documents are unclear or incomplete, or where the details entered do not match the documents provided.
Completed work is delivered by the method chosen in your order (typically email, with express post available for hard copies). Please check your completed work promptly on delivery and raise any concerns within the timeframes set out in our Refund, Cancellation and Money-Back Guarantee Policy.
Delivery timeframes for NAATI-certified translations cannot be guaranteed, as accredited translators for some languages are in limited supply. Late delivery, on its own, does not entitle you to cancel; the remedies available for delay are set out in our Refund Policy.
7. Certified and NAATI translations
Where a certified translation is required, the work is completed and certified by an appropriately qualified translator. NAATI certification applies to individual translators, not to agencies — we arrange NAATI-certified translators where certification exists for the relevant language and direction.
For some languages, NAATI certification does not exist. In those cases, we engage a suitably qualified native translator, and we will tell you where this applies so you can confirm it meets the requirements of the organisation receiving your documents.
8. Acceptance by third parties
While we take care to produce accurate, professionally certified translations, we cannot guarantee that any third party — such as a government department, court, university, embassy, or other authority — will accept a translation, as acceptance depends on that organisation’s own requirements, which are outside our control. Before ordering, please confirm that the service and certification you select meet the requirements of the organisation receiving your documents.
Where a certified translation is rejected because of an error in our translation or certification, our money-back guarantee applies, as set out in our Refund Policy.
9. Revisions and change requests
We want you to be satisfied with your translation. If you would like changes:
- you have 3 days from delivery of a draft to request revisions before finalisation; and
- a further 15 days after final delivery to request additional revisions.
Revisions are provided at no charge, provided the source material has not changed. Material changes to the original document after work has begun may incur additional fees or require a full re-translation.
Please note that certified translators can only make changes that are in line with professional and NAATI guidelines. They cannot add to, or remove information from, a document at a client’s request where doing so would breach those guidelines. A revision or quality request of this kind does not, by itself, entitle you to a cancellation or refund.
10. Quality assurance
We hold every piece of work to a high professional standard. Where a translation does not meet that standard, and the issue cannot reasonably be resolved through revision, we will first correct or re-translate the work at no additional cost, and, where appropriate, issue a refund. The specific remedies, and how the Australian Consumer Law applies, are set out in full in our Refund Policy.
11. Cancellations and refunds
Cancellation and refund terms — including full, partial, and no-refund scenarios, expedited-upgrade refunds, interpreting cancellations, and our money-back guarantee — are set out in full in our Refund, Cancellation and Money-Back Guarantee Policy. In summary:
- If work has not yet begun, you receive a full refund.
- If work is already underway, a pro-rata refund applies to the portion not yet completed.
- No refund applies once an order is completed, for secondary services already performed (such as certification, notarisation, or shipping), or for change-of-mind, wrong documents uploaded, or the wrong option selected at ordering.
Cancellation requests must be sent by email to info@australiantranslationservices.com.au from the address used to place the order. We cannot accept cancellations by phone. Nothing in these Terms or that policy limits your rights under the Australian Consumer Law.
12. Interpreting bookings
Interpreting bookings reserve an interpreter’s time in advance and have their own cancellation, rescheduling, and no-show terms, set out in our Refund Policy. In summary: cancel 7 or more days before the booking for a full refund; less than 7 days before, no refund applies (subject to the Australian Consumer Law).
13. Confidentiality and privacy
We treat the documents and information you provide as confidential and use them only to deliver your order and as described in our Privacy Policy. Our translators and staff are bound by confidentiality obligations.
14. Copyright and intellectual property
You confirm that you own, or are authorised to use, the source material you send us, and that translating it will not infringe any third party’s copyright or other rights. Copyright and other intellectual property rights in the translated work remain with us until your order is paid in full, at which point you are free to use the translation for your own purposes.
15. Indemnity
You agree to indemnify and hold us and our translators harmless from any claim, loss, or liability — including claims for infringement of copyright or intellectual property, or for defamation — arising from the content of the source material you provide, or from your use of the translation, except to the extent caused by our own negligence or breach of these Terms.
16. Limitation of liability
To the maximum extent permitted by law, and always subject to the Australian Consumer Law and the guarantees that cannot be excluded under it, our total liability to you for any claim arising out of or in connection with an order is limited to the amount you paid us for that order. We are not liable for indirect or consequential loss, or for loss of profit, business, or opportunity.
17. Your rights under the Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these Terms excludes, restricts, or modifies those rights. Where our services fail to meet a consumer guarantee, you may be entitled to a remedy, as described in our Refund Policy.
18. Circumstances beyond our control
We are not responsible for delays or failures caused by events beyond our reasonable control, including but not limited to natural disasters, power or internet outages, illness, industrial action, or the unavailability of a certified translator for a specialist language. Where such an event occurs, we will let you know as soon as possible and work with you on a reasonable solution.
19. Third-party links and services
Our website may link to, or rely on, third-party services (for example, payment processors). We are not responsible for the content or practices of third-party websites, and your use of them is subject to their own terms.
20. Changes to these Terms
We may update these Terms from time to time. The current version will always be available on our website, with the “Last updated” date shown at the top. The Terms that apply to your order are those in force when your order is accepted.
21. Governing law
These Terms are governed by the laws of New South Wales, Australia, and you and we submit to the non-exclusive jurisdiction of the courts of that State.
22. Contact us
Australian Translation Services (Mindtree Digital Pty Ltd, ABN 44 691 175 863) Room 7, Suite 6, Level 8, 11 The Boulevarde, Strathfield NSW 2135
Phone: +61 468 131 218
Email: info@australiantranslationservices.com.au
Web: australiantranslationservices.com.au