Terms of Service & Localization Agreement

1. Scope of Services

Hi Translate provides professional translation, machine translation post-editing (MTPE), linguistic proofreading, website/app localization, and multimedia translation services (collectively, the "Services").

Orders placed on the Platform are processed either through automated intelligence systems, professional verified native linguists, or a collaborative hybrid workflow as selected by the Customer during checkout.

2. Pricing, Billing & Payment Terms

All quotes and invoices are determined based on word/character count, language pair rarity, turnaround requirements, domain complexity, and selected service tier.

• Currency & Processing: All transactions are billed in USD unless explicitly stated otherwise. We accept major international credit/debit cards, digital wallets, and authorized third-party payment gateways (e.g., Stripe, PayPal, Apple Pay).
• Prepayment & Milestone Orders: Standard orders require full upfront payment. Enterprise accounts and custom volume projects may be subject to milestone billing as defined in a separate Statement of Work (SOW).
• Taxes & Duties: Fees do not include any applicable value-added taxes (VAT), goods and services taxes (GST), or withholding taxes required by local authorities. The Customer is responsible for all applicable taxes unless a valid tax exemption certificate is provided.
• Chargebacks: Unwarranted chargebacks or payment disputes initiated without prior contact with our support team will result in immediate suspension of account privileges and cancellation of pending deliveries.

3. Quality Standards & Service Level Agreement (SLA)

We are dedicated to maintaining the highest linguistic standards aligned with international metrics (including ISO 17100 and MQM frameworks).

Acceptance Period (7 Calendar Days)

Upon delivery of the translated files, the Customer is granted an Acceptance Window of seven (7) calendar days to review the deliverables. If no dispute, correction request, or revision request is filed within this window, the deliverable will be automatically deemed accepted and finalized.

4. Revision & Refund Policy

Due to the customized nature of language intelligence and translation deliverables, digital products are generally exempt from general right-of-withdrawal once execution has commenced. However, we provide clear remedies for quality non-conformity.

4.1 Free Revision Policy

If the delivered work deviates substantially from the source content or contains objective linguistic defects, the Customer is entitled to free revisions within the 7-day Acceptance Window under the following criteria:

• Objective Defects: Mistranslations altering original meaning, grammatical errors, mistranslated glossary terms, or omissions.
• Stylistic Adjustments: If specific brand voice or terminology glossaries were provided prior to translation commencement, non-adherence will be rectified promptly.

4.2 Refund Eligibility

• Cancellation Before Kick-off: 100% refund if the order is canceled before linguist assignment or automated pipeline execution begins.
• Failure to Deliver: If Hi Translate fails to deliver the project within the agreed turnaround deadline (plus an authorized 24-hour grace buffer for complex projects) without force majeure, the Customer may request a full refund or order credit.
• Unresolved Quality Defects: If, after two (2) rounds of revision, the deliverable still fails to meet agreed baseline quality criteria, an independent linguistic evaluation will be conducted. If validated, a partial or full refund will be issued.

4.3 Non-Refundable Scenarios

• Subjective stylistic preferences where the translation is linguistically accurate and grammatically sound, but no brand guidelines were supplied beforehand.
• Errors arising directly from ambiguous, illegible, or grammatically deficient source text provided by the Customer.
• Orders requested to be canceled after the translation has already been substantially completed.

5. Intellectual Property & Confidentiality

• Customer Ownership: The Customer retains sole ownership of all original source materials, intellectual property, and resulting translated deliverables upon full payment of the invoice.
• Non-Disclosure (NDA): Hi Translate treats all Customer documents and files as strictly confidential. We do not disclose, sell, or distribute your materials to unauthorized third parties.
• AI Training Safeguard: Source materials submitted for commercial localization will not be used to train public generative AI foundation models without the Customer's explicit written authorization.

6. Limitation of Liability

To the maximum extent permitted by applicable law, Hi Translate shall not be liable for any indirect, incidental, punitive, or consequential damages (including loss of profits, business interruption, or loss of reputation) resulting from translation inaccuracies or delivery delays.

In all cases, our aggregate liability arising out of or relating to any specific order shall not exceed the total fees paid by the Customer for that specific order.

7. Governing Law & Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of [Insert Jurisdiction, e.g., Singapore / California, United States / Hong Kong SAR], without regard to its conflict of law provisions.

Any controversy or claim arising out of or relating to this agreement shall first be resolved through friendly, good-faith negotiation. If unresolved within thirty (30) days, the dispute shall be submitted to binding arbitration in the agreed jurisdiction.

8. Contact & Legal Inquiries

For questions regarding these terms, payment status, or quality disputes, please contact our compliance and operations team:

• Entity Name: [Hi Translate Operating Legal Entity]
• Support Email: support@hitranslate.com
• Legal Inquiries: legal@hitranslate.com