Terms of Service
Terms of Service last updated: April 19, 2025
1. Definitions
“Company” refers to Langbox (Langbox Ltd), a UK-based translation agency providing professional language services.
“Client” means any individual, company or organisation that commissions services from the Company.
“Services” refers to the translation and language services provided by the Company, including but not limited to document translation, website/application localisation, AI translation, machine translation post-editing (MTPE), transcription, interpreting, and related language tasks.
“Translation Task” means any translation or translation-related assignment undertaken by the Company for the Client, such as translation, editing, proofreading, or localisation (but excluding original copywriting or transcreation services).
“Source Material” means the text, document, audio, image or any content provided by the Client to be translated or processed.
“Deliverables” or “Translated Material” means the final translated content or work product that the Company delivers to the Client as a result of the Services.
“Order” means a request by the Client for the Company to perform Services, following a quotation provided by the Company and the Client’s acceptance of that quotation (whether in writing, by email or via the Company’s online platform).
“Contract” means a binding agreement between the Client and the Company for provision of Services, comprising these Terms of Service together with any specific details agreed in the Order (such as the quotation, service type, language pair, fees and delivery date).
For the purposes of these Terms, the headings are for convenience and do not affect interpretation. The Client’s general terms of purchase (if any) shall not apply to the Contract unless expressly agreed in writing by the Company.
2. Scope of Services
2.1 The Company offers multiple levels of translation Services tailored to the Client’s needs and budget. The Client shall specify the required service type when requesting a quote or placing an Order. The available service levels include, for example:
AI Translation Service – A machine-generated translation produced by advanced artificial intelligence, provided quickly and at lower cost. This service may be suitable for understanding the gist of content or high-volume, less sensitive documents. The Client acknowledges that AI translations are generated without full human review, and while the Company uses state-of-the-art tools, the output may contain inaccuracies or lack the nuance of human translation.
Specialist Human Translation Service – A translation performed by a professional human linguist (or team of linguists) with expertise in the subject matter (e.g. legal, financial, IT, technical, government or retail sectors). This service is designed for high accuracy and quality, suitable for publication or official use. It often includes quality assurance steps such as editing or proofreading by a second linguist.
MTPE (Machine Translation Post-Editing) – A hybrid service where an initial AI translation is subsequently reviewed and edited by a human translator. This offers a balance between speed and quality: quicker than pure human translation but with greater accuracy and consistency than unedited AI output.
2.2 The scope, quality expectation, and turnaround time will depend on the service type selected. The Company will endeavour to advise the Client on the appropriate service level for the intended purpose of the translation. No expedited or “rush” service is offered beyond the standard turnaround appropriate to the chosen service type – all delivery timelines will be agreed based on normal production capacity. The Company does not guarantee any Services to be completed faster than what is offered for the selected service level.
2.3 All Services will be provided using reasonable skill and care, in accordance with industry standards for translation services in the United Kingdom. Unless expressly agreed otherwise, the Company will assign personnel (staff or subcontracted translators) who are adequately qualified and experienced in the relevant language pair and subject matter to perform the Translation Task.
2.4 The Client is responsible for clarifying the intended use of the translation (e.g., whether it is for information only, internal use, publication, legal proceedings, etc.) when submitting the Source Material. If the Client requires a particular style or specialist terminology (such as official lexicons, industry-specific jargon, or client-preferred terms), this should be communicated to the Company in advance. In the absence of specific instructions, the Company will produce the translation to a general professional standard appropriate for “for information” purposes (i.e., to convey the meaning accurately for understanding). The Company shall not be liable if the translation is later used for a purpose other than that originally indicated without the Company’s confirmation of its suitability for that purpose.
3. Quotations and Fees
3.1 Quotation Process: Upon request, the Company will provide a quotation for the requested Services. Quotations are generally based on an assessment of the Source Material (including word count, language pair, complexity, subject matter, format, and the service level required) and any specific instructions provided by the Client. The Company may require the Client to supply the full Source Material and details of the desired service type before issuing a binding quote.
3.2 Non-Binding Estimates: If the Client cannot provide the full Source Material upfront or requests a preliminary estimate, any figure provided by the Company at that stage is an estimate for guidance purposes only, not a firm offer. The Company reserves the right to revise or withdraw an estimate once the Source Material is reviewed in full or if additional information indicates that the scope was initially described inaccurately or incompletely.
3.3 Binding Quotations: A quotation becomes binding when the Company has received and reviewed all Source Material and provided a written quote (for example via email or an official proposal) that explicitly states it is a fixed price quotation. Binding quotations shall remain valid for 30 days from the date of issue (unless another validity period is stated in the quote). If the Client does not accept the quote within this period, the Company may need to re-issue or update the quotation to reflect any changes in rates or availability.
3.4 Scope of Quote: A quotation (or agreed fee) covers the Services as explicitly described (e.g. specific documents, languages, service level, and any included revisions). If during the execution of the Translation Task it becomes apparent that the task entails materially more work or complexity than could reasonably be anticipated from the initial information (for example, hidden text, unforeseen technical difficulties, poor-quality source text, or additional client requirements), the Company will promptly inform the Client. The parties shall negotiate in good faith an adjustment to the fee or scope. No additional fees will be charged beyond the quote without the Client’s prior approval.
3.5 Changes to Requirements: If the Client modifies the Source Material or requirements after a quote is provided or work has begun (such as providing a revised document, adding content, changing the target language or service level, or altering the deadline), the Company reserves the right to adjust the fee, delivery date, and any other terms as needed. The Company will inform the Client of any such adjustments in writing. The Client’s acceptance of the adjusted terms (or continued instruction to proceed with the changed scope) will constitute agreement to the new quote or fees.
3.6 Exclusions: Unless explicitly stated, quotations do not include additional services such as DTP (desktop publishing), printing, certified copies, notarisation, or courier delivery of hard copies. If such services are required, they must be requested and may incur additional charges. The Company also does not charge any premium for “priority” or after-hours work, as it does not offer expedited services; all work is scheduled during normal business hours and timelines are reflected in the quote accordingly.
3.7 VAT and Taxes: All fees and prices quoted are exclusive of VAT (Value Added Tax) or any similar taxes, unless otherwise stated. If VAT (or any other applicable tax or duty) is chargeable on the Services, it will be added to the invoice at the appropriate rate according to UK law. The Client will be responsible for any bank charges, withholding taxes, or other taxes levied in their own jurisdiction (if the Client is outside the UK), such that the Company receives the full invoiced amount net of any deductions.
4. Payment Terms
4.1 Invoicing: The Company will issue an invoice to the Client for the Services, usually upon completion of the Translation Task. For large projects or long-term assignments, the Company may require a deposit before commencing work and/or may issue interim invoices at agreed milestones or time intervals. The schedule of any such payments will be agreed in advance with the Client.
4.2 Payment Deadline: Unless otherwise agreed in writing, payment in full is due no later than 30 calendar days from the date of the invoice (the “Due Date”). If a shorter or longer payment period has been agreed in the Client’s credit terms with the Company, that agreed period will apply. New Clients or private (non-business) Clients may be asked to pay upfront, or to pay immediately upon delivery, at the Company’s discretion.
4.3 Currency and Method: Invoices will be issued in Pound Sterling (GBP), and payments must be made in GBP unless otherwise expressly stated. The invoice will specify acceptable payment methods (e.g., bank transfer, online payment, etc.). The Client is responsible for any bank transfer fees or charges; the amount received by the Company should equal the invoiced amount.
4.4 Late Payment: If the Client fails to pay any amount by the Due Date, the Company reserves the right to charge interest on the overdue amount. Interest will accrue from the day after the Due Date until payment is received in full, at a rate of 4% per annum above the Bank of England’s base interest rate, or at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998 (as amended), whichever is higher. Interest shall accrue on a daily basis. In addition, the Company may charge reasonable costs (including legal fees and debt collection costs) incurred in pursuing overdue payments.
4.5 Suspension of Work: If staged payments have been agreed (for example, an upfront deposit or interim payments for a long project) and a payment is not made by its Due Date, the Company may suspend further work on the project until such payment is received. The Company will inform the Client if work is halted for this reason. Any delivery timelines will be adjusted accordingly, and the Company shall not be liable for any delay in delivery due to suspension for non-payment. This right is without prejudice to any other legal rights or remedies available to the Company.
4.6 No Set-off: The Client shall not be entitled to withhold or set off payment of any amount due to the Company against any claim or dispute with the Company, unless agreed by the Company in writing or as ordered by a court of law.
5. Delivery
5.1 Delivery Method: The Company will deliver the completed Translated Material to the Client by the method and format agreed. By default, delivery will be made electronically (e.g., via email or secure download link) in the file format of the Source Material or another format agreed upon (such as Microsoft Word, PDF, etc.). If the Client requires physical delivery of documents (for example, printed copies or certified hard copies), this must be agreed in advance and may incur additional charges for printing, postage, courier, and handling.
5.2 Delivery Timeline: The delivery date or timeline for completion of the Services will be agreed between the Company and the Client when confirming the Order. A delivery date is binding only after the Company has had the opportunity to review all Source Material and confirm the timeline in the quotation or Order confirmation. The Company will use all reasonable efforts to meet the agreed deadline. However, unless specifically agreed in writing that time is of the essence, the delivery timeline shall be considered an estimate. Slight delays in delivery shall not constitute a breach of contract, provided the Company has exercised due diligence. The Client will be informed as soon as possible of any anticipated delay.
5.3 No Expedited Service: The Client acknowledges that the Company does not offer expedited or rush translation services beyond what is provided under the selected service level. All timelines are set based on normal working capacity and quality assurance processes. The Company will not accept requests to reduce agreed turnaround times once a Contract is formed, unless it expressly agrees and any necessary adjustments in fee or scope are made (and the Company is under no obligation to agree to such changes).
5.4 Client’s Obligations: The Client must provide the Company with all necessary Source Material, reference materials, glossaries, and instructions by any agreed start date or promptly upon request. Any delay by the Client in supplying materials or clarifications may result in a corresponding delay in delivery of the Translation Task. The Company is not liable for delays caused by the Client’s late provision of information or materials.
5.5 Partial Delivery: If the Client and the Company agree on staggered or instalment deliveries (for example, chapters of a report delivered on a rolling basis), each part will be deemed delivered under the Contract upon its delivery. Any review period or acceptance period (if applicable) for each part may begin from the delivery of that part, unless otherwise agreed.
5.6 Delivery Failure: If a completed Translation Task has been sent by the Company (e.g., via email or other agreed means) by the agreed deadline, and the Client does not receive it, the Client should inform the Company promptly. The Company will re-send the Deliverables as necessary. If physical delivery was agreed and the documents are lost or delayed in transit, the Company will cooperate with the Client to trace or replace them, but shall not be liable for delays or losses caused by third-party carriers or postal services beyond its control.
6. Subcontracting and Assignment
6.1 Use of Subcontractors: The Client agrees that the Company may delegate or subcontract the performance of all or part of the Translation Task to qualified third-party linguists or service providers (such as freelance translators, interpreters, editors, or partner agencies) as the Company deems appropriate. The Company shall remain responsible for the quality of the Deliverables produced by any subcontractor and for fulfilling the Company’s obligations under the Contract. All subcontractors engaged by the Company are bound by confidentiality obligations equivalent to those outlined in these Terms to protect the Client’s information.
6.2 Assignment: The Company reserves the right to assign or transfer its rights and obligations under the Contract to a successor entity or affiliate, for example in the event of a business reorganisation, merger or acquisition, provided that such assignment will not detrimentally affect the Service to the Client. The Company shall notify the Client of any such assignment. The Client may not assign or transfer any of its rights or obligations under the Contract to any third party without the prior written consent of the Company.
6.3 Non-Solicitation of Personnel: During the term of the Contract and for a period of 12 months after its conclusion, the Client agrees not to directly approach, engage, or enter into a separate contract with any translator, linguist, or subcontractor that has been made known to the Client through the Company, without the Company’s prior written consent. This restriction is intended to protect the Company’s network of suppliers. If the Client breaches this clause and engages a Company-introduced translator or service provider directly, the Client shall be liable to the Company for an amount equal to the commission or fees that the Company would have earned had the Client not bypassed the Company, and/or other equitable compensation.
7. Cancellation and Termination
7.1 Cancellation by Client: If the Client wishes to cancel or reduce the scope of a Translation Task after a Contract has been formed (i.e., after accepting the quote and instructing the Company to proceed), the Client must notify the Company in writing as soon as possible. Cancellation or scaling back of work is subject to the Company’s consent. In the event of cancellation or substantial reduction of the scope by the Client:
If work has already commenced, the Client shall pay for all work completed up to the point of cancellation, at the agreed rate, and in any case may be liable for a minimum charge to cover project management and resource allocation costs.
If the cancellation occurs after a significant portion of the work has been completed or near the delivery deadline, the Company reserves the right to charge up to 100% of the agreed fee (especially if reserving translator time or turning down other projects means the Company cannot mitigate the loss). The Company will provide the Client with any partially completed translation that has been finished up to the cancellation point.
The Company will endeavour to be reasonable in charging for cancelled work, taking into account the notice given and how much of the task was completed or committed. Any advance payments or deposits are non-refundable to the extent they correspond to work already done or expenses incurred.
7.2 Termination for Breach: Either party may terminate the Contract with immediate effect by giving written notice if the other party commits a material breach of these Terms and, in the case of a breach capable of remedy, fails to remedy that breach within a reasonable period after receiving written notice of it. Non-payment by the Client (without lawful excuse) or unauthorised use or disclosure by the Company of the Client’s Confidential Information would typically be considered a material breach.
7.3 Insolvency: The Company may terminate the Contract immediately upon written notice if the Client becomes insolvent, enters into bankruptcy or liquidation, has a receiver or administrator appointed over its affairs, or enters into any arrangement with creditors, or if the Company reasonably believes such events are imminent. In such cases, the Company shall have no further obligation to perform any remaining work, without prejudice to the Company’s right to claim payment for work already completed and to claim any additional damages or relief permitted by law.
7.4 Consequences of Termination: Upon cancellation or termination of a Contract for any reason, the Client shall promptly pay any outstanding invoices for work completed and any agreed cancellation charges. The Company will return to the Client any Source Material on request (or destroy it, at the Client’s direction, subject to confidentiality requirements). Clauses in these Terms which by their nature should survive termination (such as payment obligations, confidentiality, data protection, intellectual property, liability limitations, and governing law) shall continue to be in effect.
7.5 Force Majeure (Frustration): Neither the Company nor the Client shall be liable for any failure to perform, or delay in performing, any of their obligations under the Contract (except payment obligations) if such failure or delay is due to circumstances beyond that party’s reasonable control. Force majeure events include, but are not limited to: natural disasters, fire, flood, war, terrorism, civil unrest, strikes or labour disputes, power or internet outages, severe illness of key personnel, government restrictions (including those affecting data transfer or work conditions), or other events that could not have been foreseen or avoided with reasonable care. In the event of a force majeure situation:
The affected party shall notify the other party as soon as reasonably practicable, describing the nature of the force majeure and the expected impact on its performance.
The parties will discuss in good faith alternative arrangements or a revised timeline for the Services. The Company will do its best to assist the Client, which may include recommending alternative solutions or providers if the Company is unable to complete the task in a reasonable time due to force majeure.
If the force majeure event continues for an extended period such that it effectively frustrates the purpose of the Contract, either party may terminate the remaining portion of the Contract by written notice. In such case, the Client will pay the Company for any work already completed (or expenses incurred) up to the date of termination, and neither party will have further liability to the other for the incomplete portion of the Services due to the force majeure.
8. Confidentiality
8.1 Confidential Information: The Company understands that the Source Material and any information provided by the Client may be confidential or commercially sensitive. The Company shall treat all documents, files, and information received from the Client in the course of the Services as Confidential Information. The Company will not disclose any such Confidential Information to any third party without the Client’s consent, except to the extent necessary for performing the Services or as required by law.
8.2 Obligation of Confidence: The Company shall take reasonable measures to safeguard the confidentiality of the Client’s materials. This includes restricting access to the Source Material and translations to those within the Company or its subcontractors who need access for the purpose of the Translation Task. All employees, freelance translators, and subcontractors engaged by the Company are subject to confidentiality agreements or duties that encompass the Client’s Confidential Information.
8.3 Permitted Disclosures: Notwithstanding clause 8.1, the Company may disclose certain information from the Source Material in the following limited circumstances:
To assigned translators, editors, or consultants strictly on a need-to-know basis for the purpose of carrying out the Services (and always under obligations of confidentiality as noted above).
To consult with a subject matter expert or reference resource regarding specific terminology or concepts in the text, provided that no sensitive or identifying context is revealed beyond the term or phrase in question. (For example, the Company may seek a second opinion on the translation of a technical term, without disclosing the full sentence or client details.)
If the Company is required by law, court order, or governmental regulation to disclose information, in which case the Company shall (to the extent not prohibited by law) notify the Client of the requirement and only disclose the minimum necessary information to comply.
8.4 Confidentiality Period: The obligations of confidentiality in this section shall continue even after completion of the Services or termination of the Contract, for so long as the information remains confidential (with the exception of information that becomes public through no fault of the Company, or was already lawfully in the Company’s possession or independently known to the Company).
8.5 Safe-keeping of Materials: The Company will exercise due care in the handling and storage of the Client’s Source Material and any translated files. For the duration of the Translation Task, the Company will keep the materials secure (using appropriate technical and organisational measures for digital files, and secure storage for any physical documents). Unless otherwise instructed by the Client, the Company may retain copies of the Source Material and translated Deliverables for reference and record-keeping purposes for a limited time after completion (typically up to 12 months). Thereafter, the Company will securely delete or destroy the Client’s files from its active systems, unless retention is required for legal or compliance purposes. If the Client requests the return of physical documents, the Company will send them to the Client, at the Client’s cost if courier or postage is required (see clause 5.1 and 7.5 regarding transit and insurance).
9. Data Protection
9.1 Compliance with Law: Both the Company and the Client shall comply with all applicable data protection and privacy laws in relation to any personal data processed under the Contract. In particular, the Company, as a UK service provider, shall adhere to the UK Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR), as well as any other relevant legislation governing the handling of personal data.
9.2 Personal Data in Source Materials: The Client is responsible for ensuring that it has the right to disclose any personal data contained in the Source Material to the Company for the purpose of providing the Services. The Client warrants that any personal information of third parties in the materials (such as names, contact details, or sensitive information) has been collected and shared with the Company in compliance with applicable laws. If necessary, the Client should obtain consent from individuals or establish another appropriate legal basis for processing their data in the context of translation.
9.3 Processor Role: To the extent that the Source Material or any Client-provided data contains personal data and the Company processes that data purely on behalf of the Client as part of the translation process, the Company shall act as a Data Processor and the Client as the Data Controller (as those terms are defined in the GDPR). The Company will:
Process the personal data only in accordance with the Client’s instructions (as conveyed by the submission of the Source Material and any specific requests) and for the purposes of performing the Services.
Implement appropriate technical and organisational measures to protect personal data against unauthorised or unlawful processing, and against accidental loss or damage. This includes secure file transfer, encrypted storage where appropriate, and access controls for personnel.
Not transfer personal data to any country outside of the UK or European Economic Area unless adequate safeguards are in place and such transfer is in compliance with data protection laws, or with the Client’s knowledge (for example, if a translator in another country is engaged, the Company will ensure they are either in an approved jurisdiction or are bound by standard contractual clauses or equivalent measures).
Ensure that any subcontractors who may process personal data on behalf of the Company (such as freelance translators) are subject to the same data protection obligations, and only engage such subprocessors with due diligence and, where required by law, with the Client’s consent.
9.4 Data Subject Rights: The Client is responsible for handling any data subject requests (such as access, correction, or deletion requests) related to personal data contained in the Source Material. If the Company receives any communication directly from an individual concerning their personal data in the context of a translation project, the Company will promptly forward it to the Client and, unless required by law, will not respond to such requests without the Client’s direction.
9.5 Data Breach: In the unlikely event of a personal data breach (as defined by applicable law) involving the Client’s data while in the Company’s possession, the Company will notify the Client without undue delay and provide reasonable information and cooperation to enable the Client to fulfil any legal obligations regarding breach notification.
9.6 Privacy Policy: Further details about how the Company handles personal data (such as Client contact information, etc.) are set out in the Company’s Privacy Policy (available on our website). That Privacy Policy is incorporated by reference into these Terms of Service for all general data handling not explicitly covered in this section. In the event of any conflict between these Terms and the Privacy Policy regarding personal data handling for the Services, these Terms shall prevail.
10. Intellectual Property Rights
10.1 Rights in Source Material: The Client confirms that it either owns the copyright and all necessary intellectual property rights in the Source Material, or that it has obtained all required permissions, licences or consents to allow the Source Material to be used, translated, and modified by the Company for the purpose of the Services. The Client agrees to indemnify and hold the Company (and its translators) harmless from any claim of intellectual property infringement or unauthorised use of the Source Material arising from the performance of the Services.
This means that if a third party alleges that the use or translation of the Source Material infringes their copyright, trademark, privacy, or other rights, the Client will be responsible for any resulting damages, liabilities, or legal costs, except to the extent that such claim arises from the Company’s misuse of the material outside the scope of the Client’s instructions.
10.2 Copyright in Translations: Under UK law, a translation is generally considered an original work and the author (translator) initially holds copyright to the translated text. The Company hereby agrees that, upon the Client’s full payment of all fees due for the Translation Task, the copyright in the delivered translation (i.e., the Deliverables) will be assigned to and vest in the Client.
Until such payment is received, the translation and any drafts thereof remain the intellectual property of the Company (or its subcontractor translator, as applicable). The Company reserves all moral rights in the translated work until transfer of copyright (and to the extent such rights cannot be transferred, the Company holds them for the benefit of the Client once payment is complete).
10.3 Licence to Use Before Payment: If the Client receives the Deliverables before making full payment (for example, in situations where payment is on credit terms after delivery), the Client is granted a temporary licence to use the translation solely for the purpose for which it was provided. This licence is revocable if the Client fails to make payment by the Due Date. The Client must not publish, distribute, or otherwise use the translation beyond internal review until full payment is made, unless the Company explicitly permits such use in writing.
10.4 Moral Rights and Alterations: The Company (and/or the individual translator) retains the right to be identified as the author of the translation and the right to object to derogatory treatment of the translation. If the translation is to be published or made public, the Client agrees to credit the Company (or translator, if requested by the Company) in an appropriate manner, such as by a tagline “Translated by [Langbox]” in a publication’s acknowledgments, unless otherwise agreed in writing. The Client shall not modify, abridge, or adapt the translated text in a way that misrepresents the original meaning or reflects poorly on the Company’s professional standard. If the Client or a third party makes any changes to the translation without the Company’s approval, the Company will not be liable for any resulting errors or implications. Furthermore, if the translation is intended for legal purposes or official use, the Client should not amend it at all without the Company’s written consent, to ensure accuracy and preserve the integrity of the work.
10.5 Intellectual Property in Other Deliverables: If the Services include any deliverables other than translated text (for example, glossaries, translation memory files, or software localisation output), the ownership of such deliverables will be addressed in the Order or associated agreement. In the absence of any specific agreement, the Company, upon full payment, assigns to the Client all intellectual property rights in any such deliverable created specifically and exclusively for the Client. The Company may retain ownership of and the right to use any general know-how, methodologies, or tools that are developed or improved in the course of performing the Services, provided that this does not include or reveal the Client’s Confidential Information.
10.6 Third-Party Materials: If the Company uses any third-party copyrighted materials or tools in the course of translation (for example, translation memory databases, AI platforms, or reference works), the Company ensures that it has the necessary rights to use those for the Services. Any third-party software or service used to produce the Deliverables (for instance, an AI translation engine for the AI Translation Service) remains the property of its respective owner; the Client is obtaining the final translated output, not the tool itself. The Company will not incorporate any content in the Deliverables that would require the Client to obtain a licence beyond the scope of the Contract, unless expressly agreed.
11. Service Standards and Quality
11.1 Duty of Care: The Company shall carry out the Translation Task with reasonable skill and care, consistent with the standards of a professional translation service provider in the UK. The Company’s linguists will translate and/or review the Source Material faithfully, accurately, and in a manner that preserves the meaning and intent of the original text, subject to any instructions on style or tone provided by the Client. The Company will make reasonable efforts to ensure the translation is free of errors and omissions. However, the Client should be aware that translation is a human (or AI-assisted) process and there may be minor human errors or stylistic variations, especially for large or complex texts.
11.2 Fit for Stated Purpose: The Company’s obligation is to deliver a translation that is fit for the purpose expressly notified by the Client (see clause 2.4). For example, if the Client requests a translation “for information,” the standard will be to convey meaning clearly and accurately, but not necessarily with polished prose or publication-ready style. If a translation is requested for a marketing brochure or publication, the Company will aim for a fluent and culturally adapted rendering. The Client acknowledges that a translation’s adequacy can be subjective and tied to its intended use. Therefore, it is crucial that the Client communicates any specific requirements or quality expectations beforehand.
11.3 Proofreading and Errors: The Client is encouraged to review the Deliverables upon receipt. While the Company strives for high quality, if the Client identifies any objective errors (such as mistranslations, omissions, or typographical errors) in the delivered translation, the Client should notify the Company as soon as possible and within a reasonable time frame (see Complaints and Dispute Resolution, clause 12.1). The Company will correct, at no additional cost, any mistakes that constitute a deviation from the agreed scope or an error in execution. Minor stylistic preferences or subjective differences (for instance, alternative phrasing that does not change meaning) are not considered errors; however, the Company may agree to incorporate reasonable preference changes if requested.
11.4 Terminology and Consistency: If a particular term or acronym in the Source Material has multiple possible translations or interpretations, the Company will use its best judgment or consult provided reference materials. The Company cannot guarantee that a translation will match a specific previous translation the Client possesses (unless such reference is provided) or that it will use the Client’s preferred in-house terminology if that preference was not communicated. To avoid issues, the Client should supply any existing glossaries, previous translations, or term preferences at the start of the project. The Company will use such resources as guidance to maintain consistency as far as feasible.
11.5 No Certification Unless Agreed: The Company will not provide certified, sworn, or notarised translations as part of the standard Services unless this has been explicitly requested and agreed in the Order (and may involve additional fees). If the Client requires a translator’s certification or notary stamp for official purposes, the Client must inform the Company at the time of requesting a quote. In the absence of such an agreement, any translation delivered is assumed not to require formal certification.
12. Complaints and Dispute Resolution
12.1 Complaints Process: If the Client is dissatisfied with the quality of the delivered translation or any aspect of the Service, the Client should inform the Company in writing within 5 working days of delivery of the Deliverables (or within a reasonable period for other types of services).
The complaint should clearly identify the issues with the translation or service. Upon receiving a complaint, the Company will promptly investigate the matter. The Client agrees to provide reasonable cooperation and detail as needed to help identify and resolve the issue (for example, specific examples or explanation of the perceived errors). Where the complaint is found to be valid, the Company will, at its discretion, either:
Rectification: Correct any errors or deficiencies in the translation at no cost to the Client (for example, revising the translation or re-performing a portion of the Service), and deliver the corrected material as soon as reasonably practicable.
Explanation: If the issues raised are not clear-cut errors but rather relate to style, tone, or word choice, the Company will explain the translation choices and, if appropriate, work with the Client to adjust wording or terminology preferences within reason.
Other Remedy: Propose another remedy or a goodwill solution if correction alone is insufficient or not possible (for instance, a partial refund or a discount on a future project), depending on the nature of the complaint.
12.2 Good Faith Resolution: Both parties shall act in good faith to resolve any complaint or dispute arising out of the Services. The Client should refrain from using any disputed translation (if the issue is quality-related) for its critical purpose until the Company has had the opportunity to address the concerns, to prevent potential harm. The Company, for its part, will treat any Client complaint seriously and aim to resolve it to the Client’s satisfaction where reasonably possible.
12.3 Escalation to Arbitration: If the Company and the Client are unable to resolve a dispute or complaint through discussion and mutual agreement, either party may propose to refer the matter to independent arbitration or mediation. By mutual consent, the parties may refer the dispute to the Arbitration Committee of the Institute of Translation and Interpreting (ITI) or a similar independent arbiter with expertise in translation services. Such referral should ideally occur within one month of the original complaint. The arbitration (or mediation) shall be conducted in English and in the UK (or another jurisdiction agreed by both parties). The parties may agree in advance on how the costs and expenses of the arbitration/mediation will be divided (for example, shared equally or as determined by the arbitrator). Any outcome of arbitration will be non-binding unless both parties agree to be bound by the arbitrator’s decision.
12.4 Legal Proceedings: If a dispute cannot be resolved amicably or through voluntary arbitration/mediation, either party may pursue legal action. Subject to clause 19 (Governing Law and Jurisdiction), any such proceedings shall be brought in the courts of England and Wales. The parties agree that the processes outlined in this section (complaint investigation and optional arbitration) are intended to facilitate resolution but do not prejudice either party’s right to seek legal redress through the courts, especially where urgent relief is required.
13. Limitation of Liability
13.1 Unlimited Liabilities: Nothing in these Terms of Service shall limit or exclude the Company’s liability for:
Death or personal injury caused by the Company’s negligence (or the negligence of its employees or subcontractors).
Fraud or fraudulent misrepresentation.
Any other liability which cannot be limited or excluded by law (such as liability under certain provisions of the Consumer Rights Act 2015, if applicable).
13.2 Overall Cap on Liability: Subject to clause 13.1 above, the Company’s total aggregate liability to the Client for any and all claims, losses, or damages arising under or in connection with the Contract, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall not exceed the total fees payable by the Client for the specific Service or Translation Task in question. If the claim relates to a particular part of the work or a specific deliverable, the Company’s liability will be limited to the portion of the fee applicable to that part.
13.3 Exclusion of Indirect Losses: The Company shall not be liable to the Client for any indirect, special, or consequential losses. In particular, the Company is not liable for:
Loss of profits, business, contracts, or anticipated savings.
Loss of goodwill or damage to reputation.
Business interruptions or lost opportunities.
Loss of data (except where the loss of data is a direct result of the Company’s breach of its data protection obligations).
Any loss or damage that was not reasonably foreseeable by both parties at the time the Contract was formed, whether such losses are characterised as direct or indirect, and even if the Company was advised of the possibility of such loss.
13.4 No Liability for Certain Causes: The Company shall not be liable for any failure, defect or delay in the Services that is caused by:
Client’s Modifications: Changes or edits made to the translation by the Client or any third party after delivery (in such cases, the Company is not responsible for errors introduced by others).
Use for Unintended Purpose: The translation being used for a purpose other than that for which it was supplied, especially if the Client did not inform the Company of the particular intended purpose and seek confirmation of suitability.
Defective Source Material: Any issues in the Source Material itself, such as ambiguity, errors, omissions or illegibility in the original text. The Company will do its best to seek clarification when noticed, but it is not liable for inaccuracies that stem from unclear or erroneous source content.
Third-Party Actions: Delays or failures attributable to third parties outside the Company’s control, including the Client’s own internal processes or other contractors, internet/email service issues on the Client’s side, or delays caused by events covered under force majeure (clause 7.5).
13.5 Timing of Claims: Unless otherwise required by law, any claim by the Client in respect of the Services must be formally raised within 12 months of the date of completion of the Services or delivery of the translation to which the claim relates. The Client acknowledges that this timeframe is appropriate given the nature of translation work and the need to address issues while relevant materials and memories are fresh.
13.6 Indemnity for Third-Party Claims: The Client shall indemnify the Company against any third-party claims, liabilities, damages or costs arising out of the Company’s use of the Source Material or the Deliverables in accordance with the Client’s instructions. This includes, without limitation, claims alleging that the content of the Source Material or its translation is defamatory or otherwise legally actionable, or that the Client lacked rights to use the Source Material as contemplated. This indemnity will not apply to the extent a claim arises due to the Company’s breach of these Terms or its negligence.
13.7 Acknowledgement: The Client acknowledges that the fees charged by the Company for the Services are calculated on the basis that the Company’s liability will be limited as set out in these Terms. The Client is advised to insure against any risks beyond the limitations and exclusions set forth, if needed. Nothing in this clause affects the Client’s duty to mitigate its losses.
14. No Waiver
No failure or delay by either party to exercise any right or remedy under these Terms shall operate as a waiver of that or any other right or remedy. Similarly, no single or partial exercise of any right or remedy shall preclude or restrict the further exercise of that or any other right or remedy. To be effective, any waiver of a breach of the Contract must be given expressly in writing. The waiver by either party of any breach of any provision of this Contract shall not operate as a waiver of any subsequent or other breach.
15. Notices
15.1 Writing Requirement: Any notice or other formal communication required or permitted under these Terms shall be in writing and shall be deemed duly given when delivered by hand, sent by pre-paid first-class post (or international equivalent), or sent by email (with confirmation of sending or receipt) to the recipient’s address as stated in the Contract or as subsequently notified in writing.
15.2 Contact Details: The Company’s contact details for formal notices are as follows:
Address: Langbox Ltd, [Registered Business Address], United Kingdom.
Email: [official contact email address].
The Client’s contact details for notices shall be those provided in its Order or otherwise officially communicated to the Company. Each party shall inform the other in writing of any change to its contact information for notices.
15.3 Deemed Receipt: A notice delivered personally is deemed received at the time of delivery. A notice sent by first-class post within the UK is deemed received on the second business day after posting (or, if sent internationally, on the fifth business day after posting). A notice sent by email is deemed received on the day of transmission if sent before 17:00 (5 pm) UK time on a business day, or otherwise on the next business day, provided no bounce-back or error message is received.
15.4 Informal Communications: Day-to-day communications related to project execution (such as clarifications, queries, or draft deliveries) can be conducted via email or through the Company’s online portals and do not constitute formal notices. The notice requirements in this section apply to significant or legal communications under the Contract (e.g., breach notices or termination notices).
16. Severability
If any provision (or part of a provision) of these Terms is found by a court or other authority of competent jurisdiction to be invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed deleted or modified so as to be enforceable. The validity and enforceability of the other provisions of these Terms shall not be affected. If a provision is so modified, it shall be modified to the minimum extent necessary to make it valid and enforceable, reflecting the original intent of the parties as closely as possible. If such modification is not possible, the relevant provision (or part of it) shall be deemed not to form part of this Contract.
17. Third-Party Rights
A person who is not a party to the Contract shall have no rights to enforce any term of this Contract. The application of the Contracts (Rights of Third Parties) Act 1999 is expressly excluded. This means that only the Company and the Client (and their permitted assignees) have the right to enforce the terms of this Contract. This clause does not affect any right or remedy of a third party which exists, or is available, apart from that Act.
18. Entire Agreement
This Contract (these Terms of Service, together with any quotation and Order details or written variations agreed between the parties) constitutes the entire agreement between the Company and the Client with respect to its subject matter. It supersedes all prior agreements, understandings, or communications (whether oral or written) between the parties relating to the Services. Each party acknowledges that in entering into this Contract it has not relied on any representation or promise not expressly set out in the Contract. Nothing in this clause shall limit or exclude any liability for fraud or fraudulent misrepresentation.
19. Governing Law and Jurisdiction
19.1 Governing Law: This Contract and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter shall be governed by and construed in accordance with the laws of England and Wales.
19.2 Jurisdiction: The courts of England and Wales shall have jurisdiction to settle any dispute or claim arising out of or in connection with this Contract. Both the Company and the Client irrevocably agree to submit to the exclusive jurisdiction of the English courts. Notwithstanding the foregoing, the Company reserves the right to initiate proceedings in the courts of any country in which the Client is domiciled or has assets, for the purpose of enforcing payment or protecting the Company’s intellectual property rights or Confidential Information.
19.3 Consumers: The Services of the Company are primarily intended for business Clients. If the Client is an individual consumer (not acting in the course of business), then nothing in these Terms shall affect the Client’s statutory rights under UK consumer law, and in the event of any conflict between these Terms and any non-excludable consumer rights, the latter shall prevail.
By commissioning Langbox for translation or related services, the Client acknowledges and agrees to these Terms of Service. If you have any questions about these Terms or require any clarification, please contact the Company before confirming an Order.