Terms and Conditions
Return and Refund Policy
1. Definitions: In these terms and conditions
1.1 Client is understood to be any natural or legal person (named on the Quote) who instructs translations agency ELITE Translation Services to carry out any translation or interpreting work.
1.2 Agreement means a quote which the client accepts in writing to ELITE Translation Services, including by the client giving written notice to ELITE Translation Services to go ahead with the services or by receiving payment confirmation on ELITE Translation Services system once the client has processed payment (Cash, Card, Bank Transfer etc.)
1.3 Confidential Information means any proprietary information, know-how and data disclosed in confidence by one party to the other party (including in the case of the Client: the assignment), however, it does not include any information which (a) is in the public domain; (b) on receipt by the other party or is already known by that party; (c) is at any time after the date of receipt by the other party, received in good faith by that party from a third party; (d) required by law to be disclosed by the other party
1.4 Contract means a contract comprising an Accepted Quote and these terms and conditions
1.5 Assignment means the text/documents delivered to ELITE Translation Services by the client and from ELITE Translation Services to the client as a result of the services
1.6 Intellectual property includes all copyright, trademarks, designs, patents, domain names, concepts, know-how, trade secrets, logos and all other similar property rights whether registered or unregistered
1.7 Quote/Quotation means a quote issued to the client by ELITE Translation Services
1.8 Services means the services specified on the quote
1.9 ELITE Translation Services means Elite Business Investment W.L.L., certified translation service provider, a company registered in Kingdom of Saudi Arabia.
1.10 Deliverables means the final deliverables produced as a result of the services
2. Quotation and entering into an agreement
2.1 As long as translations agency ELITE Translation Services has not had the opportunity to assess the nature of the entire document to be translated and/or edited, any quotation provided in this respect, including the fee and/or delivery date, will be free of engagement and may be withdrawn or modified at any time.
2.2 An Agreement will have been entered into after the Client accepts, either verbally or in writing, a Quotation issued by translations agency ELITE Translation Services, or if translations agency ELITE Translation Services sends a written confirmation of an Assignment granted by the Client. Written acceptance or confirmation is understood to include an acceptance or confirmation sent message and/or email.
2.3 Translations agency ELITE Translation Services will, in principle, confirm the Assignment in writing to the Client. Failure to send confirmation will not imply that the Agreement has not been entered into.
2.4 Unless the Client granting the Assignment explicitly states that he/she is acting by order of, on behalf of or on account of a third party at the moment the Agreement is entered into and unless he/she states the name and address of this third party, translations agency ELITE Translation Services will consider the person who has granted the Assignment to translations agency ELITE Translation Services to be the Client.
2.5 If translations agency ELITE Translation Services has reasonable grounds to suspect that the Client is not able to meet his/her payment obligations, translations agency ELITE Translation Services is authorized to request additional security of payment.
2.6 ELITE Translation Services reserves the right to decline to issue a Quote or to provide any translation services if the source materials contain any material which ELITE Translation Services at its discretion (and without any obligation on ELITE Translation Services to review the source materials for appropriateness, legality or otherwise) considers to be offensive, obscene, contrary to any law or otherwise considered by ELITE Translation Services to be inappropriate.
3. Provisions of Services
3.1 The Client must provide all information requested by ELITE Translation Services (via the whatsapp or through email) in respect to the services and ensure that all such information is accurate and complete.
3.2 In case a Client orders the translation services on a weekday but doesn’t confirm until the weekend, then it may result in a minor delay in the timeframe to complete. ELITE Translation Services will do everything within its power to ensure this does not occur, however, it will notify the Client as soon as possible on the first business day of any possible delay.
3.3 ELITE Translation Services has no responsibility to review the quality of the source materials for typographical or any other errors and has no liability to review the source material for or to correct any errors or omissions contained in any source materials regardless of the nature of such errors or omissions and regardless of the impact that such errors or omissions may have on the quality of the Deliverables.
3.4 After delivering the Assignment to the Client, ELITE Translation Services will not be held responsible for any consequences deriving from the Client’s own use of the delivered translations.
3.5 ELITE Translation Services will issue the Deliverables to the Client in accordance with ELITE Translation Services’ specifications on the Agreement or Quotation. ELITE Translation Services will use reasonable efforts to issue the Deliverables on or before the agreed delivery date / time, or where no specific delivery date/ time is agreed within a reasonable time following receipt of the accepted Quote, but ELITE Translation Services accepts no liability for any delay in meeting the applicable timing.
4.1 The Client will pay all applicable fees as specified in the Quotation, which will be due for payment or invoiced in accordance with the payment terms found on the invoice, unless alternative timing for payment being due or invoices being issued is specified in the accepted Quotation.
4.2 The currency will be specified in the Quote (such as QAR, SAR, AED, EUR, or USD).
4.3 All payments must be made in full without deduction or set-off.
4.4 Where the Client is required to make a full or partial payment (prior to commencement of the Services), ELITE Translation Services will only accept Cash, Card, Bank Transfer or Cheque.
4.5 The standard rates are stated on the ELITE Translation Services website.
4.6 Besides the standard rate, translations agency ELITE Translation Services calculates fees depending on the nature, complexity, technicality or if it needs to be translated very urgently. The aforementioned list is not exhaustive.
4.7 The rates stated exclude taxes.
4.8 Invoices shall be paid into the account of translations agency ELITE Translation Services, within 7 days after the date stated on the invoice. The client will immediately be in default, without the need for proof of default, in the event of the non-timely payment of an invoice. In case of default, the client is liable to pay the legal interest rate and all other debt collection costs, including translation agency ELITE Translation Services administration costs of 5% of the amount and the administration and/or commission costs of the collection agency, engaged by translation agency ELITE Translation Services.
5. Returns and refunds policy
5.1 ELITE Translation Services will provide a refund to the Client in respect of the affected Services if:
(a) Translation is no longer required: The Client terminates an Agreement 2 hours after accepted Quote;
(b) Non–Delivery of Translation: the translation is not delivered to the Client after 7 Working Days from the delivery date specified in the Accepted Quote, provided that no refund will be made if the Client has not provided all required information to ELITE Translation Services, as requested by ELITE Translation Services, in a timely manner;
(c) Translations not-as-required: The Deliverables as supplied to the Client are significantly different from the deliverables required by the Client as specified in the accepted Quote (for example, the Deliverables are in the wrong target language); or
(d) Translations contain gross errors: The Deliverables contain gross errors, provided that the Client must first, within the stipulated period, request revisions to correct any such errors and identify the errors in the Deliverable. If errors are identified or revisions are requested after the stipulated period, the Client will not be eligible for any refund.
5.2 In the event of any monetary refund, the return payment will be 100% of the amount paid by the Client for the affected services less courier and handling costs, and only if the following actions/conditions have been completed/fulfilled within 10 Working Days of submission of the relevant Deliverable to the Client:
(a) The request for a refund is received by ELITE Translation Services in official notice.
(b) Where applicable the Client has clearly explained why any rectifications proposed by ELITE Translation Services would not be effective.
(d) An undertaking that is endorsed by the Client and submitted to ELITE Translation Services that clearly states that the Client will not use the relevant Deliverables / translations delivered by ELITE Translation Services in part or in whole for personal, business, commercial or any other purposes.
5.3 ELITE Translation Services will aim to investigate and, where it is applicable, process refunds within 5 Working Days of receipt of a refund request, however, refund requests may take up to 2 weeks to investigate and process. A reply will be sent to the Client after ELITE Translation Services has determined whether a refund is necessary. If ELITE Translation Services determines that the refund request meets the requirements of this clause 5, ELITE Translation Services will notify the Client in writing and advise the payment method that will be used to refund the amount paid.