Terms and Conditions

Carolina Translation Center LLC

These Terms and Conditions, including the Refund Policy below, govern orders placed with Carolina Translation Center LLC ("we," "us," or "our") through translation.center, by email, or through another method we accept, when the customer is presented with and accepts these terms as part of placing an order. Our Privacy Policy is a separate document.

1. Orders and services
We provide document translation, certified translation, and related services agreed upon in the order. Notarization, apostille processing, physical copies, shipping, and rush service are included only when expressly confirmed in your quote or order. A certified translation includes a signed certification of translation accuracy; notarization, when ordered, concerns the signature on the certification and does not independently verify the translation's accuracy.
Before work begins, we review the materials you submit and confirm the scope, price, delivery format, and estimated turnaround. A request for a quote does not place an order. Unless we agree otherwise in writing, work begins after we receive your documents, the information needed to complete the order, and payment. If we discover that the materials differ materially from those used to prepare the quote, we will contact you about any proposed change to price or schedule before proceeding with the additional work.

2. Your documents and instructions
You are responsible for submitting complete, legible documents and for telling us the intended purpose and any specific requirements of the receiving institution before work begins. Please provide all pages to be translated, including the backs of documents when relevant. We translate the information shown in the materials provided; we do not independently verify or change the facts in the source document.
Spelling of names. When submitting your documents, you must provide the exact spelling of each first name and last name that you want used in the translation, as shown in the relevant person's official documents. If different official documents show different spellings, tell us which spelling to use and identify the document it should match. Provide these spellings and any supporting documents or instructions before we begin work. If you do not do so, we reserve the right to render names according to the translator's professional judgment based on the source document and available information. A later request to substitute a different spelling that was not provided before work began is a change to the order and may require an additional fee. We will correct at no charge a spelling error that we made despite having received the correct spelling and instructions before work began.
If part of a source document is blurred, cropped, illegible, or missing, we may ask for a clearer copy or identify the affected text as illegible in the translation. We do not invent missing information. Delays in receiving requested materials or instructions may affect the delivery date.

3. Delivery and additional services
Unless your quote states otherwise, we deliver the completed certified translation as a PDF by email. Printed copies, notarized originals, shipping, and apostille processing must be ordered separately. We do not print certified translations unless notarization has been ordered. Pickup of physical originals is by appointment when offered for the order.
An estimated delivery date depends on timely payment and receipt of complete, legible materials and all necessary instructions. We will notify you if an issue affects the agreed schedule.

4. Corrections and changes
If you believe the completed translation contains an error, email us the order details and identify the passage or name in question. If we confirm that our translation does not accurately reflect the source document or the instructions you gave us before work began, we will correct it at no additional charge. A correctable error, including a name spelling error attributable to us, is addressed by providing a corrected translation rather than automatically refunding the order.
Requests based on newly supplied documents, a change to the source document, a different spelling or terminology not supplied before work began, or new requirements from the receiving institution may require a new quote or an additional fee. We will tell you the price before performing chargeable changes.

5. Receiving institution requirements
Requirements differ among immigration offices, courts, schools, credential evaluators, licensing bodies, and other institutions. Please tell us your receiving institution and provide any institution-specific instructions before work begins. We will prepare the service ordered according to the confirmed requirements, but the institution makes the final decision about accepting a document.
If a translation is rejected, send us the institution's written explanation. We will review the stated reason. If the rejection results from an error in our work or from our failure to meet requirements that you provided and we accepted before work began, we will correct the affected work at no additional charge. A rejection for reasons outside the translation, or for requirements not provided to us before work began, does not by itself qualify the order for a refund. This does not limit any rights you may have under applicable law.

6. Refund Policy

6.1 How to request cancellation or a refund
Email order@translation.center with your name, order reference if available, and the change or cancellation you request. The stage of your order when we receive your request determines which provision below applies. Sections 6.2 and 6.3 apply when you cancel your order as a whole. If you cancel only notarization, apostille processing, or shipping, the specific rule for that service applies. Any amounts retained for a separately priced service are included in, and not added twice to, an order-wide cancellation calculation. We will review the status of the work and respond with the amount, if any, eligible for refund. If a refund is approved, we will generally send it back through the original payment method when possible; the time it takes to appear depends on the payment provider and your financial institution.

6.2 Cancellation before work begins
If you cancel before we begin work on your order, we will retain a cancellation charge equal to 20% of the amount paid for the order and refund the remaining 80%.

6.3 Cancellation after work begins
If you cancel after work on your order has begun, we will determine the value of the work already performed. We will retain that amount, but no less than 50% of the amount paid for the order, and refund any remaining balance. The amount retained will never exceed the total amount paid for the order. When explaining the calculation, we will identify any third-party costs already incurred for services you ordered; those costs will not be added twice. This rule is subject to applicable law.

6.4 Completed and delivered translations
Once a translation has been completed and delivered, a change of mind or a decision not to use it generally does not qualify for a refund. Please contact us if you believe the work contains an error or does not match the confirmed order; Sections 4, 5, and 6.5 explain how we review those requests.

6.5 Errors in our work
We will correct confirmed errors in our work at no additional charge and provide a corrected translation. This also applies to a name spelling error if you supplied the correct spelling before work began and we did not follow it. A correctable error does not automatically entitle the order to a refund. If we cannot reasonably correct a material error or provide the service agreed upon, we will review an appropriate refund for the affected service. This section does not restrict any remedy available under applicable law.

6.6 Translation not accepted by an institution
Nonacceptance alone does not automatically entitle an order to a refund. Please send us the institution's written explanation so we can determine whether the issue concerns an error in our work, requirements supplied and accepted before work began, or a matter outside the ordered translation. When the issue is attributable to us, we will provide a correction at no additional charge. If we cannot reasonably resolve it, we will review a refund for the affected service.

6.7 Cancellation of notarization
You may ask to remove notarization before the notarization has been completed. The certified translation and its signed certification of translation accuracy remain part of your order. We will retain a processing charge equal to 20% of the notarization fee and refund the remaining 80% of that fee. Once notarization has been performed, its fee generally is not refundable solely because you no longer need that service. If the notarized document contains an error attributable to us, contact us so we can review a correction or another appropriate remedy.

6.8 Cancellation and refusal of apostille service
If you cancel apostille service before we submit your document to the authority responsible for issuing the apostille, we will retain 20% of the amount paid for apostille service and refund the remaining 80% of that amount. Once we have submitted the document for an apostille, the apostille service fee is nonrefundable if you cancel the request.
If the authority refuses to issue an apostille because the document was improperly prepared or executed by someone other than us, the apostille service fee is not refundable. If the refusal is caused by an error in preparing the document that is attributable to us, we will refund the amount paid for apostille service. These rules apply to the apostille service fee; separately ordered translation and other services are governed by their respective terms. Applicable law may provide additional rights.

6.9 Cancellation of shipping
If you cancel shipping before we hand the physical documents to the carrier, we will retain 20% of the amount paid for shipping and refund the remaining 80% of that amount. Once the documents have been handed to the carrier, the shipping charge is nonrefundable if you cancel the request. This rule applies only to the shipping charge. It does not limit any rights you may have under applicable law.

6.10 Use of a translation after a refund
If we issue a full or partial refund for the translation of a particular document, you agree not to use, submit, or distribute any version of that translation delivered by us after the refund is issued, unless we expressly agree otherwise in writing when confirming the refund. This restriction applies only to the translated document covered by the refund. It does not affect your ownership or use of your original documents, other translations not covered by the refund, or a translation for which only an optional add-on, such as notarization, was refunded. Nothing in this section limits rights you may have under applicable law.

7. Questions and changes to these terms
If you have questions about an order or these Terms, email order@translation.center or call (704) 569-4216. We may update these Terms from time to time and will post the updated version on this page. For an order already accepted, we will apply the version in effect when that order was placed unless we and the customer agree otherwise or applicable law requires otherwise.
Carolina Translation Center LLC
8501 Tower Point Dr, Suite A202
Charlotte, NC 28227
https://translation.center