Frequently Asked Questions ― Customers
March 18, 2019

Frequently Asked Questions ― Customers

What happens If I can’t find a translator for my language?

We are creating opportunities for anyone to become a translator. We are always reaching out to find translators for every possible language to provide you a better service. If you can’t find a translator for a language you can contact us and we may be able to help you some other way.

Why do I have to pay before the project is completed?

We are charging your payment method when you schedule the project to make sure that there are no problems with the payment in the future. With us, you have the ability to schedule a project months ahead. If you encounter any problems with our service, we will refund the money to your credit card and it will be processed in 5 to 7 days depending in your financial institution you work with.

What happens if the translator doesn’t deliver?

We have a strict rule for our translators to inform you of any problems that may interfere with the project ahead of time. So in case of a problem, the translator will reach to you and inform you of the issue. In that case the translator can send a delay request. But in case of an unexpected problem, we reach out to the next available translator for you and help finish your project. So no matter what happens you can trust us to deliver.

What happens if the translator does not respond to my project request?

Depending on the urgency of your project, a translator will have a limited time window to respond to the request. In case they do not get back to you, you will be notified so that you can pick a new translator for your project.

What happens when I delay a project? What happens if the delay request is not accepted?

With document translation projects translator may send you a delay request in case of a delay. If you do not accept the delay request, we will assign the project to a new translator to make sure of its completion on time.

For an on-site interpretation, a customer can ask for a delay of the project. If the translator is not available at the date of the delay, you’ll have an option to assign a new translator to your project as a customer.

Why is it important that I choose the translator? Why can’t you assign one for me?

It is important for you as a customer to always ensure a consistent quality in your translations. Each translator may have different skill set and domain knowledge for a translation and when you get a different translator for the same type of translations you may get differences between the quality of the translations. This is why it’s important to work with the same person who has the right domain knowledge for the type of translation you require. We let you choose the translators you want to work with for this specific reason.

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