Terms of service

Last updated: 2026-06-06

These Terms & Conditions govern the use of our website and the purchase of certified translation services from our store. By placing an order, you agree to these terms.

1. Services Provided

We provide professional translation and certified translation services, delivered electronically and, where selected, in printed form via postal or courier services.

All translations are produced based on the information and documents provided by the customer.

We do not provide legal advice, unless explicitly stated.

2. Orders and Contract Formation

A binding agreement is formed when:

  • You place an order through our website, and
  • Payment has been successfully authorized, and
  • We confirm acceptance of the order, and payment is successfully completed.

We reserve the right to refuse or cancel any order at our discretion (see Section 10).

3. Customer Responsibilities

By placing an order, you confirm that:

  • All information and documents provided are accurate, complete, and legible;
  • You have the legal right to request the translation of the submitted content;
  • You understand that errors caused by incorrect source material are not our responsibility.

The customer is responsible for responding in a timely manner to any reasonable requests for clarification necessary to complete the service, including but not limited to spelling of names, terminology, handwritten content, or document details. Delays in providing such responses may result in delays to delivery timelines, for which we are not liable.

We are not liable for delays or issues caused by incomplete or incorrect customer submissions.

4. Delivery of Services

4.1 Digital Delivery

Completed translations are delivered electronically to the email address provided at checkout or via an agreed delivery method.

Delivery is considered complete once the files have been sent.

4.2 Delivery Timeframes

We aim to deliver within the agreed timeframe. However, delivery times are estimates and may vary.

If digital delivery exceeds the agreed timeframe by more than 48 hours (excluding any periods where the order is paused under Section 4.3), the customer may contact us for review in accordance with our Refund Policy.

4.3 Suspension of Delivery Timelines

Delivery timeframes are based on the assumption that all required information and confirmations are provided in a timely manner by the customer.

If the completion of an order is delayed due to pending customer responses, clarifications, or approvals, the delivery timeline will be paused until the required information is received.

The revised delivery time will be extended accordingly, and we shall not be liable for delays caused by such suspension.

4.4 Physical Delivery (if applicable)

Printed documents are shipped using third-party carriers after the digital translation is confirmed by the customer. Once an order has been dispatched:

  • A tracking number will be provided;
  • The carrier is responsible for delivery performance;
  • We are not responsible for delays, customs processing, or delivery issues once the order has been handed to the carrier.
  • Any issues arising after dispatch must be resolved directly by the customer with the carrier. We are unable to intervene in carrier operations or file claims on your behalf.
  • If a re-shipment is required, the customer will be responsible for covering all applicable shipping fees for the new shipment.

For shipments to destinations outside the European Union, customs duties, import taxes, and any related fees levied by the destination country's customs authority are the sole responsibility of the customer. These charges are not included in the order price or shipping fee and are determined by the destination country's regulations. We have no control over these charges and cannot predict their amount. If a shipment is refused or unclaimed due to unpaid customs duties, the customer will not be entitled to a refund of the order or shipping costs, and any re-shipment will be subject to additional shipping fees as set out in the clause above.

5. Pricing and Payment

All prices are denominated in EUR (Euro). EUR is the reference currency for all transactions and order processing.

For customer convenience, prices may be displayed and charged in local currencies in certain markets where supported by Shopify Payments or PayPal. In such cases, the applicable exchange rate is determined by the relevant payment provider at the time of purchase.

Final amounts charged are subject to the exchange rate applied by the payment provider and may vary slightly from displayed estimates. Any currency conversion fees applied by the customer’s bank or payment provider are the responsibility of the customer.

Payment is required in full before work begins.

Prices may change at any time, but confirmed orders will not be affected.

6. Revisions and Corrections

Customers may request revisions within 5 business days of delivery if there is an error or inconsistency with the original source text or agreed instructions.

Revision requests must clearly describe the issue and reference the original material.

Revisions do not include changes to the original content or new document versions.

7. Refunds and Cancellations

Refunds and cancellations are governed in full by our Refund Policy, which forms an integral part of these Terms. In summary:

  • Before work starts: You may cancel for a full refund, subject to the 14-day withdrawal right described in the Refund Policy.
  • After work starts: Orders are not eligible for a full refund. A partial refund may be issued at our discretion based on work completed at the time of cancellation.
  • After delivery: Orders are considered completed and non-refundable.
  • Quality issues: If the translation contains an error or does not meet agreed requirements, you may request a free revision within 5 business days of delivery before seeking any refund.
  • Delays: If digital delivery exceeds the agreed timeframe by more than 48 hours (excluding suspended periods), you may contact us for review. Remedies may include a partial refund, store credit, or expedited completion.

Please refer to the full Refund Policy for all applicable conditions, exclusions, and remedies.

8. Intellectual Property

All translations and delivered materials remain the property of the customer upon full payment.

We retain the right to use anonymised work samples for quality assurance and portfolio purposes, unless otherwise agreed. 

If you wish to exclude your order from use as an anonymised sample, please notify us in writing at hello@doctranslate.com.co at the time of placing your order or within 5 business days of delivery. We will honour all such requests.

9. Limitation of Liability

To the maximum extent permitted by law:

  • We are not liable for indirect, incidental, or consequential damages.
  • We are not responsible for decisions made based on translated documents.
  • Our total liability is limited to the amount paid for the specific order.

10. Refusal of Service

Before confirming the acceptance of an order, we reserve the right to refuse or cancel any order if:

  • Fraud or misuse is suspected;
  • Inappropriate, illegal, or unethical content is submitted;
  • Technical or operational limitations prevent completion;
  • The quantity entered by the customer is not correct. 

In such cases, authorized payments will not be charged. 

11. Acceptance by Third Parties

We do not guarantee acceptance of translated documents by any third party, including but not limited to government authorities, embassies, institutions, employers, or legal bodies.

By placing an order, you acknowledge that:

  • Requirements vary between institutions and jurisdictions;
  • It is your responsibility to verify requirements before ordering;
  • We are not liable for rejection if the translation matches the submitted source material and agreed instructions.

12. Force Majeure

We are not liable for delays or failure to perform due to events outside our reasonable control, including but not limited to:

  • Natural disasters;
  • Internet or infrastructure failures;
  • Government restrictions;
  • Postal or courier disruptions.

13. Privacy

We process personal data in accordance with applicable data protection laws, including GDPR.

Customer documents are handled confidentially and used solely for the purpose of fulfilling the order.

14. Governing Law

These Terms are governed by the laws of Portugal and applicable European Union regulations. Any disputes shall be subject to the jurisdiction of Portuguese courts, unless otherwise required by law.

15. Alternative Dispute Resolution

In accordance with EU Regulation No 524/2013, we are required to inform you of the existence of the European Online Dispute Resolution (ODR) platform, accessible at https://ec.europa.eu/consumers/odr. We are not obliged to participate in alternative dispute resolution proceedings, but you may use the platform to submit a complaint.

16. Contact Information

If you have any questions about these Terms, please contact us: 

Trade name: Doc.Translate

Phone number: +351 920821183

Email: hello@doctranslate.com.co

Physical address: Avenida da Igreja 66, 6 DTO, Lisboa, 1700-240 Lisboa, Portugal 

Response time: 48 hours, excluding weekends or holidays 

By placing an order, you confirm that you have read, understood, and agreed to these Terms & Conditions.