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Special Offer: New Clients – 10% Discount for All Translation Services

02/01/2017
VIAX announces a discount for all new customers – now you will receive 10% off your first translation project with us. In order to take advantage of the offer, place your order now. The...

Frequently Asked Questions

 

Services


What services do you provide?

We offer translation (summary, draft, certified), linguistic validation, website and software localization, multilingual desktop publishing (DTP or formatting/layoutting/design), multicultural marketing (international brand check, transcreation/adaptation, copywriting), terminology management (creation and maintenance of translation memories, style guides, glossaries, dictionaries), quality assessment (proofreading, editing, back translation), voiceover, dubbing, subtitling, transcription.


For more information check our Services page.


Which languages do you translate?
We translate from and into more than 100 languages. For a full list of the languages we work with, visit our Languages page.


What is the difference between the translation service levels you provide?
Summary Translations – summarizing and translating the key messages in your text
Draft Translations – low-cost professional translation (no editing or proofreading) suitable for internal purposes
Certified Translations – guaranteed and certified quality (translation-editing-implementation of corrections), best for externally distributed texts


For more information check our Translation Services page.


When do I choose summary translations?

We recommend that you choose this service if your content does not need full translation but rather a summary of the key points. In addition, you can inform us if any parts need full translation.


Case study
We deliver target summaries of press releases and other publications in foreign languages regularly in order to help our client keep track of current events around the globe.


For more information check our Summary Translation page.


When do I choose draft translations?

We recommend this service for company internal use and for information purposes as opposed to publication or external distribution.Your documents are assigned to a professional translator who translates the entire source text into their native languages. This service level does not include editing or proofreading by a second translator.


Draft translations are low-cost professional translations at a reduced price and quick turnaround time.


For more information check our Draft Translation page.


When do I choose certified translations?
Certified translation is your best choice for externally distributed content. Our three-step translation process strives to produce translation of the highest quality. This service level includes translation, editing and implementation of the corrections.


For specialized or other highly sensitive texts you may opt to integrate terminological accuracy check by a native speaking field specialist. Read more about this additional step here.


For more information check our Certified Translation page.


What is terminological accuracy check by a field specialist and what is its purpose?
Terminological accuracy check is bringing a monolingual subject-area practitioner (doctor, engineer, lawyer, etc.) into the process of translation-editing-implementation of the corrections. They further edit the files and ensure that the most relevant and country-specific terminology has been used and that your language version sound like it was written by a target language industry specialist.


We believe that introducing this approach is the key to success in all specialized translations related to your industry.


This crucial step can be applied at your request to all services we offer when dealing with specialized or highly sensitive content – from translation and website localization to transcription and copywriting. This service comes at an additional fee.


For more information check our Innovative QA Approach page.


Why do I need terminological accuracy check by a field specialist? Can’t you simply hire a translator who is also a doctor, lawyer, engineer, etc.?
In the cases where hiring a translator with the relevant professional degree is possible, you will not need a terminological accuracy check by a field specialist. However, for many language pairs such practitioners do not work as translators for various reasons. For example this is the case for countries where the standard of living is high and such specialists are well paid for working in their area.


What is the standard turnaround time for translation?
Our standard turnaround time is 2500 words per language pair in 24 hours for our draft translation service. A project comprising of 10 000 words will normally take 5 working days to complete.  If you require a certified translation, you need to add two more working days. The deadline heavily depends on the nature of the text, level of the service and source file formats.


For large volumes the turnaround time is negotiable.


What is the turnaround time for express translations?
We can accommodate high quality professional translations of:

       10 000+ words into one or multiple languages in 24 hours
       200 000+ words into one or multiple languages in 7 days
       500 000+ words in into one or multiple languages 10 days 
       2 000 000+ words into one or multiple languages in 1 month


You should note that a surcharge of up to 50% applies, depending on the language combination, volume, deadline and file types. However, the terms are negotiable on a per project basis.

 

Is proofreading or editing a part of the translation?
It depends on the service level you choose. Editing is an important integral part of the Certified translations. However, editing and proofreading are not included in the draft and summary translations although they can be incorporated upon request.


What is the difference between proofreading and editing?
In relation to translation, editing refers to comparing the source content against the target in order to examine the linguistic quality, terminological and purpose suitability of the respective domain while proofreading means checking the target text only in terms of accuracy, consistency, grammar, style and punctuation.
If these terms do not refer to translation but rather to content in a single language, then proofreading means a thorough but more superficial reading involving the correction of spelling, grammar and formatting issues. Editing requires more time and effort. It refers to examining your text and improving the style, grammar and the overall quality of the writing.


Do you offer proofreading and editing services separately from translation?

Yes, we offer both proofreading and editing as standalone services.


What makes the difference between translation and localization?

Translation is only one aspect of localization. In addition to translation, localization entails additional tasks, such as management of the localization project, dealing with graphics, adoption of dates and currencies, software engineering and final product testing.


What is the difference between translation and interpreting?
Translation is the process of the written transfer of text created in one language (source language) into another language (target language), while interpreting is the process of verbally transferring the spoken language or sign language into a foreign language. To find more about the stages involved in the translation process, visit our page Work Process.


Do you offer notarized translations?
Yes, we offer notarized/notary translations. You need to specify that you need a notarized translation at the time of placing your order.


What is linguistic validation?
Linguistic validation is following a special methodology to provide a conceptually equivalent and culturally-sensitive adaptation of PRO Instruments intended for clinical trials.


Can you transcribe and translate my content?

Yes, you can choose between the following options:


       Direct translation – the content of your recording will be written directly in the
         target language, without transcribing it into the source language first.
       Full source transcription & translation – your recording will be first
         transcribed into the source language and then translated.
 
What is the turnaround time for transcription?
Our standard turnaround time for this service is normally 48 hours depending on the audio volume and quality. We also accept rush projects with a turnaround time 12-24 hours. In such cases a 10-50% surcharge applies depending on the volume and urgency of your project (negotiable).


Do your services include DTP (formatting)?
Translations of content in simple text formats that do not require a lot of extra DTP work will not be charged extra. However, if your files require substantial layout adjustments in the target language versions, DTP services will be charged separately. This applies to manuals, brochures, booklets in PDF or other formats.
The pricing is determined based on the language pairs and the level of complexity of your project.


Do you translate PDF files while preserving the layout?
Yes, we translate and preserve the layout of PDF files and files in other less common formats. We adjust the layouts of target language versions so that the look and feel of the originals is preserved as much as possible.
We apply an extra charge for this service.


Do you perform test translations?
Yes, we can provide you with sample translations upon request and free of charge. The volume of a test translation should not exceed 250 words per language pair. You will receive several sample translations in order to choose the style and voice that are best suited to your particular needs.


Quality and Confidentiality


Do you offer any quality guarantee?
All services offered by us are accompanied by a Quality Certificate, except for the following:


       Draft translations
       Summary translations (unless you have opted to integrate the additional

         editing step)
       Any other tailored low-budget services that do not include the

         recommended QA steps


How do you assure the quality of the translations and services you offer?
We apply our Work Process, in line with EN 15038 for quality in the translation industry. This ensures the highest industry quality. We make this process easy for you – all you need to do is send us your documents for a price and time estimate and place your order with us. Our professional native translators and project managers will take care of the rest.

What are the minimum requirements about the experience and education of the translators?
We have very strict preliminary eligibility criteria and a testing phase. Translators can work on your projects only after they document their education, experience and identity, and pass successfully our admission tests. To learn more about our requirements, visit this page.

If many translators work on my project, how do you observe consistency?

We extract the terms that are central to your brand or are highly repetitive and translates them (upon request). We then require that our translators use them consistently in all your projects. Additionally, we can create Style Guides upon request to unify your message and use Translation Memories that are exchanged between our translators.


How do you proceed in cases when revisions or corrections are necessary?
In the event that you wish to update your translated or partially translated files, in most cases we will perform this for you as an additional revision service. This is judged on a case-by-case basis and is done at our discretion.


Are translations and other linguistic services provided by native speakers of the target language?
Yes, all translation and linguistic services are performed exclusively by native speakers of the target language(s).


Are your translators professional?
All of our translators are professional and experienced. In order to work with us, each translator must meet certain eligibility criteria. For details, click here.


How can I be sure that the translators that work on my project are reliable?

We work with translators who can provide references and have a proven track of successfully completed projects in their areas of specialization. We have a recruitment process in place in order to ensure that we work with the best professionals in the industry. For more details, click here.


What principles do you apply when choosing the translators for my project?
We assign translators who are native speakers of your target language(s) and specialize in your specific industry field. Additionally, we keep track of the translators who have worked on your projects in the past and give them preference when selecting the translation team.

For example, you order a translation of a medical consent from English to French and we assign a native French translator, who has years of experience in translating medical texts, and more specifically, informed consent forms. Then your translation is edited by a second French linguist whose corrections and suggestions are passed to the first translator for approval.


Can I see the CV of a translator who works on my project?
You can see the CVs of translators who work on your projects upon request. However, according to our company confidentiality policy, we cannot provide you with the contact details and personal data of the translators.


Can I directly contact the translator(s)?

No, contacting our vendors directly is strictly against our company Terms and Conditions.


How do I log in a complaint?
If you have a complaint to make, contact us within 7 days and we will provide feedback and correct your files if we the complaint is justifiable. If you log in a complaint after 7 days from delivery of your order, we will do our best to investigate and solve your issue but do not offer any guarantees that we will be able to do so.


Can you guarantee my company/organization’s confidentially?

Our clients’ confidentiality is a major concern for our company. You can be sure that all your sensitive information is treated with utmost confidentiality. Our technical staff takes the appropriate measures to keep our website and servers safe by utilizing modern technology. All our collaborators sign Non-Disclosure Agreements with us. For more information, you can refer to the VIAX Privacy Policy.

 

Ordering and Delivery

 

How do I request a quote?
To request a non-obligation free translation quote, you can either fill in our online quote form on the right or send us an email at office@viax-translations.com with your documents attached. We need the following information, along with your source files:


       Target language(s)
       Preferred delivery date
       Desired target file format (please, specify if you need desktop publishing services)
       Target audience and intended use of the translation

For a quote on other services we offer, use the Quote Tool on the right or send us an email at office@viax-translations.com with your project specifics. The more information we receive, the more precise our quote will be.
You can normally expect a reply within within the same working day.


How do I place an order?
In order to place an order, you need to confirm our offer in writing, if it is final. Then we will confirm back to you (in writing) that your order had been accepted.


How long does it take to receive a quote?
Generally, it can take anything from 10 minutes up to 2 days to receive a quote with an approximate price estimation depending on the complexity of your query and provided materials. We might need to ask you for additional details in order to give you a final quote. Once you receive the precise project price estimation and accept it, this cannot be changed by any of the parties unless project specifics change.


When do you consider the order effective?
We consider your offer effective, once you have confirmed our final quote. We will confirm back that your order has been accepted.


How long will it take for you to answer my question(s)?
We will do our best to reply to any queries as soon as possible. If your question needs further investigation, we will inform you of this in due time.


How do I count the words in my files?
This depends on your source file format. For MS Word files you can go to “Review”>”Word count”. For other file formats you can simply send us your document(s) for a word count and a quote.


How do you deliver my translation?
We can deliver your translations according to your preference – via email, fax, FedEx (or another shipping agency) or post. This depends on your preference. We do not cover the charges inflicted by the method of delivery.


Can you send me a hard copy of my translation via post?
Yes, we can send you a hard copy via post or FedEx (or another shipping agency). We do not cover the charges inflicted by the method of delivery.

How do I get a quote for documents that are not in electronic format?
You can scan your documents and send them via email to office@viax-translations.com. Alternatively, fax them at +359-52-600960 or send them by post to the following address: VIAX Corporate Language Solutions Ltd., 22 Tsani Ginchev, Floor 2, 9000 Varna, Bulgaria. You can also use FedEx or another shipping agency.

How do I send you my documents?

It is recommended that you send us your documents via email or fax. Alternatively, you can send them to us using FedEx (or another shipping agency) or post. We do not cover the charges inflicted by the method of shipping.


What are your office hours?
We workfrom 8 a.m. to 7 a.m. on weekdays but you are welcome to contact us at any time.


Do you work with individuals?
We primarily apply a business to business model, offering diverse language solutions to small companies to large corporations. However, we do offer services to individuals as well provided that you deposit the payment for your project in advance. For details, see our Terms and Conditions.

 

Pricing and Payment

 

Do you offer free translations?
We offer free samples/tests translations of max. 250 words per project, so that you can assess our quality prior to starting to work with us. For business and marketing texts we can offer you up to 3 samples for free, so that you can choose the translator whose style you prefer.

Do you offer budget translations?

We have tailored a lower-cost translation service for clients with limited budgets. This service is 40% off the regular price of our Certified translations and is called Draft translations. Your content is still translated by a professional native translators but the project does not integrate Quality Assurance in the Project Process.

How do you estimate the price?
The price depends on various factors, such as language pair(s), deadline, nature of the text, file format and other project details, including client requirements. To learn more, please click here. We have a transparent policy regarding prices for each language pair. A pricelist will be made available upon request.


Our minimum charge is €30/$40/£25 and our prices start from €0.9/source word for the least expensive language pairs and for the lowest service level.

 

In what cases do I have to pay in advance?
If you are a private person, we would request full advance payment. Advance payments may apply in other cases if we deem this necessary.


Why are some languages more expensive than others?
Rare languages naturally cost more, especially if the text is highly specialized. Apart from this, there are languages that use other alphabets and special typesetting software, so they require considerably more effort to translate into.

Why are specialized translations more expensive?
If you need to have general correspondence letters translated, this will naturally cost less than the translation of a physics scientific report. For specialized texts, we contract only translators and proofreaders who have either a university degree in the particular subject area or if they have substantial experience in the respective field. Such specialists are rare and more expensive.

Are there any additional costs that may occur?
Yes, there may be additional costs depending on your source files formats, deadline or any details that affects the complexity of your project. However, we will not charge you more than we have specified in our written project offer that both parties have agreed on prior to starting the project.

Do you offer any discounts?
Yes, for most language pairs and subject domains we offer discounts for repetitions and previously translated segments of projects exceeding 5000 words per language pair which substantially reduces your expenses.
Additionally, we have a 5% discount for all projects exceeding 100 000 words per language pair in a given 30-days period. For more information, please visit this page.

What types of payments do you accept?
We accept USD, EUR and GBP via bank transfer, credit card, Paypal and Western Union. At present checks are not accepted.

When do I pay for my translation?
You have to settle the payment in full within 14 days of project delivery. We offer Escrow payments, in which case you need to deposit the full amount before the project has started. However, we reserve the right to request advance payments in some cases.

Can I pay using Escrow?
Yes, Escrow payment is available for amounts exceeding €100/$120/£90.


How do you charge for translation services?

Generally, we charge per source word. However, if your file is uneditable, illegible or a hard copy, we will charge you per target word and will apply additional charges for the processing of such files.

 
How do you calculate the price for hard copies or uneditable files?
If you only have hard copies or uneditable files, the price will be based on the target word count. For the processing of such files, we add a surcharge of 20 to 40% depending on the quality of the files.


How do you charge for proofreading and editing services?
We calculate the price according to the source word count and the quality of the text. Some files need only proofreading, others light editing, thorough editing or heavy editing.


What is the surcharge for express (urgent, rush) translations?
The surcharge on urgent translations might vary depending on the subject area, language combination (there might be a time gap for some language combinations which will make our task even more challenging) and file types to be processed. In general, it is between 10 and 50%.


What discounts do you offer for high volume?
For projects exceeding 100 000 words per language pair in any 30 days period, we offer an additional 5% discount or more. It is applicable only to invoices settled within 14 days of project completion and delivery. Of note, large volume translations are subject to negotiation.


Should I pay VAT?
If you are VAT-registered in the frames of the European Union, you do not pay VAT. All other clients have to pay 20% VAT on all ordered services.


In what currency do you offer your quotes?
You can request a quote in EUR, USD or GBP.

Is project management included in the price?
Yes, all services include full project management and client support.


What if I want to cancel my project?
In most cases it is not a problem to cancel your project 1-2 hours after both parties have confirmed the order. However, if we have already started working on your project, the minimum charge for the respective languages will apply or, in case that the translated volume is higher, you will be charged by the number of translated words.


Do you have rush charges?
Depending on the deadline, we have a surcharge for rush jobs of up to 50% according to the urgency, language combinations and project complexity.


When will you send me your invoice?
For private clients invoices are issued and payable prior to starting the project. In all other cases you will receive an invoice once you have confirmed receipt of the files.


What are your payment terms?

Our standard payment terms are 14 days from the date on which we have sent you our invoice.


What if I need just one monthly invoice for all projects?
We can arrange this if you have placed more than one order in a given calendar month.

 

Technical Questions

 

What is DTP?
DTP stands for Desktop Publishing, i.e. the process of integrating text and graphics (designing, editing, and formatting) with the help of special software tools.

What is a CAT tool?
“CAT tool” stands for “Computer Aided Translation tool”, i.e. software designed to facilitate the translation process carried out by human translators. Such tools help with grammar and spell-checks, terminology storage and management, ease the translation consistency by applying concordance searches, create translation memories that record every word that has been translated, etc. It is important to differentiate CAT tools from MT tools (Machine translation tools). The latter involves translation by a machine rather than human translators. Currently, VIAX does not offer MT translations.

What file formats do you work with?
We work with the formats of all major software applications, such as Microsoft Office Suite (Word, Excel, Power Point, Publisher), Adobe Acrobat, FrameMaker, Illustrator, PageMaker, InDesign, Photoshop, Corel Draw, Corel Ventura, QuarkXPress, Fire Works. If your format of choice is not listed, please do not hesitate to contact us and consult for free with our support staff. We will find a solution for you.

What tools do you use?
We use state-of-the-art translation memory and translation tools (CAT tools), desktop publishing and file management tools that ensure terminological consistency, cost-effectiveness and help us create an exact replica of your original documents. For more information on the specific tools we use, visit our Technology page. 

How do I send you a large file?
You can send us your file via FTP. For more details, please contact us.

 

To receive a customized free quote now, use our Quick Quote tool, the contact form or send an email to office@viax-translations.com

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