Just like with any other service, you can also lodge a complaint regarding a translation work, providing that there are justifiable grounds for doing so. Over the last 14 years, we have had only a few such situations, yet those few experiences were enough for us to draw conclusions and define certain rules of conduct.
You have 14 calendar days from the date of receiving a translation to lodge a complaint.
For this period we store copies of the files sent to you after the completion of the task.
Such time constraint was necessary, as there were Customers who came back to us several years later asking for resending the files.
Due to our obsessive approach towards the quality and numerous proof-reading sessions of each text prior to sending to a Customer,
the number of errors is very low. Nonetheless, we are only humans and we made mistakes as well.
We undertake to correct any potential errors within 3 working days, and we will try to do that within 24 hours (if possible),
obviously with at additional cost. However, it is crucial to define an error.
What is considered an error?
– any breach of official linguistic rules documented in reputable sources (dictionaries or grammar books published by PWN/Oxford, etc.).
This includes grammar errors, spelling errors, punctuation errors, etc.
– misinterpretation of the source text, altering its meaning, omissions, additions
– factual errors
– non-compliance with style guides, preferred terminology or form of addressing the recipient (“You/Sir”,
gender neutrality), or any other reference materials provided by the Customer.
These are situations where you can clearly, objectively, and unquestionably prove that the translator made a mistake.
What is not considered an error?
In case of the majority of longer text, it is impossible to get two identical translations from different people.
Translators have their own unique styles, and it shows in their works.
That is why translation is considered to be creative work, which can easily be spotted even in case of highly technical texts.
So What is not considered an error? (Actual examples based on Customers’ feedback.)
– using synonyms
– delivering a text that fully conveys the meaning of the source, yet in a different manner that preferred by the Customer (plus, purely stylistic changes)
– when we are unable to guess that the Customer expects us to change the www.XYZ.pl URL in their booklet to the new www.XYZ.com/pl address, which has been in use since recently (and the Customer has failed to inform us about that).
– leaving a sentence that sounds good, instead of looking for one that would sound very good
(we don’t change good for better, as there’s no end to this)
– sticking to the original content. If the source reads ”Yes”, we treat it as „Yes”, not as „No” (because the author had made an error),
not as „Yes, of course, Sir”.
In other words, any preferential changes that do not breach objective linguistic rules are not considered errors. Naturally, on request we can implement any such edits, but for an additional fee.