Introduction
Our translation service is available non-stop from 8.30am to 7.00pm, Italian time, every weekday.
Time differences: New York - 5 h / Moscow + 3 h / Beijing + 8 h / Tokyo + 9 h.
Our translators are qualified active native speakers of the language into which the translation is requested, with expertise and specific experience in the translation subject.

Definitions
CHARACTER: this refers to any keystroke made by the translator when typing the text (letters, punctuation marks, spaces, indents, etc.). For files in electronic format, this is displayed in MS Word under "Statistics - Characters (with spaces)".
WORD: this refers to any word, preposition, article, verb or adverb that appears in the text. For electronic files in Word, it is displayed under "Statistics" - "Words".
LINE: this refers to a text composed of a maximum of 55 characters as described above. Any line that is incomplete due to layout, content and/or indent requirements imposed by the text will be counted as a complete line.
FOLDER: this refers to a block of text composed of 1375 characters as described above.

Rates
• Rates apply to commercial and specialist documents and technical manuals as specified in the business proposal.
• To allow the client to estimate the cost, prices are calculated according to the size of the original text (i.e. in the source language) to be translated.
• Prices exclude VAT.
• VAT is applied at the rate of 20% in Italy and to all private citizens residing in the European Union. Non-Italian companies and professionals with a VAT number in another EU member state are exempt. For non-EU states, VAT is not applied.
• The minimum price charged for each translation is € 7.50.
• Payments in advance or on delivery are NOT subject to a minimum billable amount and a discount is applied.
• For payments following delivery, the minimum billable amount for each order is 100 euros / 150 USD in order to minimise management and/or administrative costs. It is possible to choose a prepaid decremental solution with immediate billing.
• For large volumes (over 100 folders / 20,000 words), please contact us to discuss the possibility of a discount on the order.

Discounts and promotions
Check for promotions and/or discounts.

Delivery times
We guarantee delivery within:
• 1-2 working days for commercial jobs of 1-2 folders;
• 1-4 working days for commercial/specialist jobs of 4-5 folders;
• 2-8 working days for jobs of 10-15 folders;
• for jobs over 15 folders, the delivery deadline shall be agreed according to the requirements of the client;
• urgent jobs shall be agreed on an individual basis and shall not normally involve extra charges.

Consignment
Ex our premises in Biella, Italy, or c/o the consignee if sent by e-mail.

Payment
For online orders, payment in advance is required and a discount is applied.
1. For accredited clients:
• Small-sized jobs shall be paid for "on receipt of invoice" when the sum of 100 euros + VAT is reached or at quarterly intervals.
• Medium-sized jobs (from 100 euros to 500 euros) shall be paid for on completion and on receipt of invoice.
• Jobs costing over 500 euros, long-term and ongoing projects shall be paid for on a monthly basis according to the amount of work delivered, within 30 days of end-month invoice date.
2. For non-accredited clients, the first payment shall be made on delivery for small jobs, and a deposit of 50% shall be requested for medium and large jobs (> 500 euros).
To become accredited, please contact us.

Price validity
The above prices are valid, fixed and not subject to change for 12 months.

Guarantees
Any service provided shall be of a professional nature and, as such, shall be entirely subject to compliance with the Professional Secrets Act (see Italian Penal Code, art. 622) and the Law on Privacy (Italian Legislative Decree 196/03).

Placing assignments / orders
This must be carried out in writing, by fax / e-mail / post.

Confirmation of acceptance of the assignment
This shall always be carried out in writing, by fax / e-mail / post. Assignments shall be considered tacitly approved after 24 hours of the customer placing the order.

Declination of the assignment
Within 24 hours of the Client placing the order, we reserve the right to decline the assignment, providing detailed reasons. In this case, we pledge to return any advance payments received for the order within the following 24 hours.

Invoicing
This will take place on delivery of the entire translation, with the exception of large jobs or on-going, long-term projects which will be invoiced on a monthly basis for the sum of the work carried out and delivered.

Right to reconsider
With the exception of explicit requests made in writing by the Purchaser and accepted in writing by our company, it will not be possible to exercise the right to reconsider because delivery times for translations are normally less than the 7 days required by law in order to be able to exercise the right to reconsider.
If you wish to be able to exercise the right to reconsider a specific order, you must advise us in writing (by clicking here). The translation work shall begin 8 days later and agreed delivery dates shall be calculated from that day.

Guarantees
We shall be responsible for the confidentiality of the documents to be translated and protecting data they containfrom the moment they come into our possession to the moment they are returned to the client (in accordance with Italian Penal Code art. 622).
We offer our "Satisfaction or your money back" guarantee for payments in advance or on delivery. Click here for information on the guarantee.

Objections / complaints
These must be submitted within 15 days of receipt of the translated text. We guarantee that all complaints will be dealt with immediately and, in the event of justified objections, any necessary corrections will be made to the texts.
The "Satisfaction or refund" guarantee remains valid at all times.