Article 1. Seller and scope
These terms govern every online order placed on theurbantranslators.com with The Urban Translators, 38 Rue Noël Castel, 83200 Toulon, France. Phone +33 4 83 57 75 20, email support@theurbantranslators.com. Registration: [[CLIENT: legal form, SIRET, RCS city]]. VAT number: [[CLIENT: VAT number]]. Opening hours: Monday to Friday 8:00–18:00, Saturday 9:00–16:00.
They apply to consumers (individuals acting outside any business purpose) and to business customers. By placing an order you accept them. We may change them; the version in force on the day of your order applies to that order.
Article 2. What we sell
- Certified translation of documents, at a fixed price per document or per page.
- Specialist translation (legal, medical, technical, business and financial), priced per word.
- Website localization, in packages by word count.
- Interpreting, remote or on site in Toulon and the Var.
- Proofreading and editing, priced per word.
The language pair is English and French, in either direction. Anything else is handled by enquiry.
A certified translation is a translation that we certify, by a signed statement, as complete and faithful to the document supplied. It is not a sworn translation (traduction assermentée) and is not signed by a translator registered as an expert with a court. We do not issue apostilles or legalisations.
Acceptance by a third party. Whether an authority, school, employer or other body accepts a translation is decided by that body. We do not guarantee acceptance. Please check what the body requires before you order. Our Which translation? page and four-question check help.
Article 3. Ordering
You choose your items, options and quantity or word count, enter your details, accept these terms and the privacy policy, and confirm with the button “Order with obligation to pay”. The order is binding on you once you have clicked it and payment has been accepted. You receive an order reference and, with it, instructions for sending your documents. We may refuse or cancel an order if the documents cannot be read, if the language pair is not one we offer, or if the order is clearly unlawful; in that case we refund you in full.
Article 4. Prices
Prices are in euros and include VAT at 20%. For business customers, the price excluding VAT is shown in the price list and on the invoice. A page means 250 words. The minimum fee shown for each service applies when the calculated price is below it. Express turnaround multiplies the price by 1.5. Delivery by tracked post costs €9 in France and €18 elsewhere; delivery of the PDF by email is free. The price shown at checkout is the price you pay. Price changes do not affect orders already accepted.
Article 5. Word count
For per-word services you declare the number of words. When your file arrives we check it. If the real count differs from your declaration by more than 10%, we tell you the new price before we start. You may accept and pay the difference, accept and be refunded the difference if the real count is lower, or cancel the order for a full refund. If the difference is 10% or less, the price you paid stands.
Article 6. Payment
Payment is taken online when you order, through our payment service provider. We never see or store your card number. We issue an invoice for each order and send it by email.
Article 7. Your documents
You must send complete, legible files: every page, both sides, with stamps and notes visible. You are responsible for the accuracy of the names and details you give us and for having the right to send us the documents. If a file is not legible, we ask you for a better one. Our deadline starts when we hold all the pages we need and, for per-word work, when the word count is confirmed.
Article 8. Delivery
We deliver a signed PDF by email to the address you gave. If you chose post, we also send a paper copy by tracked mail. Standard turnaround is 2 working days for documents and about 2,000 words per working day for texts; about 6,000 words per working day for proofreading. Express is 24 hours, for documents and for texts up to 1,500 words. These times run from the moment stated in Article 7. The date we confirm for your order is the delivery date.
If you are a consumer and we do not deliver by the date announced, you may ask us in writing to deliver within a further reasonable period. If we still have not delivered after seven days, you may terminate the contract in writing and we refund the sums paid (Articles L216-2 and L216-3 of the Consumer Code).
Article 9. Right of withdrawal (consumers)
If you are a consumer, you have 14 days from the day the contract is concluded to withdraw, without giving a reason. The conditions, the effect of asking us to start work immediately, and the model withdrawal form are in our Refund and withdrawal policy, which forms part of these terms. Business customers have no statutory right of withdrawal.
Article 10. Cancellation and refunds
Cancellation, refund and withdrawal rules are set out in the Refund and withdrawal policy. In short: before work starts, full refund; after it starts, refund minus the work done; after delivery, no refund but free corrections for 30 days. Interpreting sessions follow a cancellation scale: free up to 72 hours before, 50% between 72 and 24 hours, 100% within 24 hours, with one free rescheduling up to 48 hours before.
Article 11. Corrections and rejection
For 30 days after delivery, we correct for free any error or omission that is ours. Write to support@theurbantranslators.com with your order reference and the point concerned. If an authority rejects a certified translation because of our error and we cannot correct it, we refund that item. A rejection for another reason, for example because the body requires a sworn translation, is not an error on our part.
Article 12. Interpreting
Book at least 3 working days ahead. Interpreting is liaison or consecutive and is neutral: the interpreter renders what is said and does not advise either party. Sessions on site within Toulon and the Var include travel. Elsewhere, price and conditions are agreed beforehand. The cancellation scale in Article 10 applies.
Article 13. Confidentiality
We use your documents only to carry out your order. Only the people working on it can see them. We do not sell or share them. We delete them 90 days after delivery, or earlier at your request, except where the law requires us to keep a record.
Article 14. Intellectual property
You keep all rights in the documents you supply. Once you have paid, you may use the translation for the purpose for which you ordered it. The website, its design and its texts belong to The Urban Translators and may not be copied without permission.
Article 15. Liability
We are responsible for errors and omissions in our work, as set out in Article 11. Our total liability for an order is limited to the price paid for it, except for death or bodily injury, fraud, gross negligence or any other case where the law does not allow a limit. We are not liable for indirect loss, such as a missed deadline set by a third party, except where the law makes us so. Nothing in these terms limits your statutory rights as a consumer.
Article 16. Force majeure
Neither party is liable for failure caused by an event outside its reasonable control, as defined by French law. We tell you promptly and, if the event lasts more than 15 days, either party may end the order and we refund the work not carried out.
Article 17. Personal data
We process personal data as described in our privacy policy.
Article 18. Consumer mediation
If you are a consumer and a dispute remains after you have written to us, you may use free of charge a consumer mediator, in accordance with Articles L611-1 and L612-1 of the Consumer Code. Our mediator is: [[CLIENT: consumer mediator name, postal address and website]].
Article 19. Governing law and courts
These terms are governed by French law. For business customers, disputes go to the courts of Toulon. A consumer may bring a dispute before the courts of Toulon or the courts of the place where the consumer lived when the contract was concluded or when the damage occurred (Article R631-3 of the Consumer Code). The terms are available in English and French; the French version prevails if they differ.