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FAQ
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Frequently Asked Questions ― Customers
November 5, 2019
FAQ

Frequently Asked Questions ― Customers

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

We are creating opportunities for every professional and qualified individual to become a translator. We are always reaching out to find exceptional translators for every possible language in order to provide you with better service. However, in the rare case that you cannot find a translator for a specific language, you can contact us and we will assist you as best we can.


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 the financial institution you work with.


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 frame to respond to the request. In case they do not get back to you, you will be notified as soon as possible so that you can pick a new translator for your project.


What happens if the translator doesn’t deliver?

We have a strict rule for on-time completion of projects that have been accepted by translators, or to inform the clients of any problems that may interfere with the completion of the project ahead of time. So in case of a problem, the translator will reach out to you by sending a delay request and inform you of the issue. But in case of an unexpected problem where a delay request is not accepted by the client, we reach out to the next available translator to help finish your project. No matter what happens, you can trust us to deliver!

What happens if the delay request is not accepted? What happens if I (client) delay a project?

With document translation projects, a 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 that it is completed on time.

For an on-site interpretation, a customer can ask for a delay of the project. If the interpreter is not available at the date of the delay, you’ll have an option to assign a new interpreter 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 have control over your projects and to ensure consistent quality in your translations. Each translator may have a different skill set and domain knowledge of a project, so if you require translations for a specific field of work, it would be in your best interest to choose a translator that will best meet your needs. Also, if you require various translations over a period of time, you may want to work with a specific translator to ensure the quality of your work. 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.


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