Terms of Service

1. Scope

These terms apply to all translation, proofreading, localisation, transcreation and interpreting services, and to all fixed-price packages purchased through our online shop, provided by Toro Translations, Eichenweg 9, 22395 Hamburg-Wandsbek, Germany, to consumers and businesses.

2. Contract formation

For quote-based services, your submitted enquiry is an invitation for us to make an offer; a contract is formed once we confirm the scope and price in writing (email) and you accept. For shop orders, placing an order constitutes your binding offer to purchase ("Order with obligation to pay" / Zahlungspflichtig bestellen); our order confirmation email constitutes acceptance.

3. Prices and payment

All prices shown to consumers are gross, inclusive of 19% German VAT (USt) where applicable. Business customers may pay by invoice (Rechnung) on the terms shown at checkout; consumers pay by the payment method offered at checkout. Prices for quote-based work are confirmed in writing before work begins and reflect language pair, subject complexity, certification requirements, turnaround and file format, as explained on the relevant service page and on our pricing page.

4. Delivery and turnaround

Standard turnaround is 2–3 business days for certified documents and 3–5 business days for translation packages, unless otherwise agreed. Express turnaround (24–48 hours depending on service) is available for the surcharge stated on the relevant product or pricing page. Weekend and holiday delivery is available on request at the express rate. Digital delivery is by email as a certified PDF; physical stamped copies are sent by tracked post at the shipping rates shown at checkout.

5. Your duty to supply legible source documents

You are responsible for providing complete, legible source documents or files. Illegible, incomplete, or unclear source material may extend the agreed turnaround or require clarification before work can proceed; we will tell you as soon as we notice this.

6. Certified translations — what a certification is and is not

A certified translation from Toro Translations is prepared for certification by a translator sworn in or authorised before a German court, and is stamped and signed accordingly. It confirms the completeness and accuracy of the translation relative to the source document. It is not legal advice, and we cannot guarantee that every individual authority's internal requirements will be met in every case — if your specific authority has an unusual requirement (e.g. apostille, specific binding, a particular form of words), tell us before we start and we will confirm whether it fits.

7. Cancellation and refunds

See our separate Cancellation & Refunds page for the full policy, including the statutory 14-day consumer withdrawal right and its exceptions.

8. Liability

We are liable without limitation for damage caused intentionally or by gross negligence, and for injury to life, body or health. For damage caused by ordinary negligence, our liability is limited to foreseeable damage typical for this type of contract, and to the value of the order concerned, except where mandatory statutory liability applies (e.g. under the Produkthaftungsgesetz). We are not liable for consequences arising from incomplete, illegible or incorrect source material supplied by the client, or from instructions we were not given.

9. Confidentiality

All documents and information you share with us are treated confidentially and used only to produce your translation, as set out in our Privacy Policy. A non-disclosure agreement is available on request, free of charge, before you send us anything.

10. Complaints

If you believe a delivered translation contains an error, tell us within 14 days of delivery with a specific description of the issue; we will correct genuine errors free of charge. This does not affect your statutory rights.

11. Demo payment disclosure

The card-payment option in our checkout is currently a demonstration ("mock") payment step. No real payment is taken and no card details leave your browser or are stored by us. Business customers can pay by invoice today, which is a fully working payment method.

12. Governing law and jurisdiction

These terms are governed by German law, excluding the UN Convention on Contracts for the International Sale of Goods. Where the customer is a merchant (Kaufmann), a legal entity under public law, or a special fund under public law, the place of jurisdiction is Hamburg, Germany.