I. Translation Quality Assurance Terms
1.1 Quality Commitment
We provide professional-grade translation services that meet industry standards. Translations follow ISO 17100:2015 quality control procedures, including but not limited to:
• Dual-proofreading process (initial translation + professional review)
• Terminology consistency checks
• Cultural adaptability evaluation
1.2 Quality Remedies
If a user submits a written quality complaint and it is confirmed by our quality committee:
① Free manual revision will be provided within 72 hours
② Credit refund proportional to the defective portion (up to 100%)
1.3 Quality Dispute Resolution
Disputes are subject to arbitration by a third-party language service industry association. Disputed funds will be frozen during arbitration.
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II. Customer Service Priority Terms
2.1 Response Mechanism
• Urgent needs responded to within 2 hours
• Standard needs receive solutions within 24 hours
• Major needs are assigned a dedicated customer success manager
2.2 Feature Development Priority
For reasonable feature requests from paying users:
① Added to the priority queue for the next dev cycle
② Monthly progress reports provided
③ Early access to beta testing
2.3 Service Continuity Guarantee
We guarantee at least 2 professional technical support staff available within 24 hours.
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III. Transparent Pricing Terms
3.1 Pricing Standards
We use a cost-plus pricing model, with the following pricing factors:
• Base rate (per 1,000 characters)
• Language complexity coefficient
• Rush order fee chart
3.2 No Hidden Charges Commitment
We explicitly do not charge for:
• Account management
• Payment processing fees
• Auto-renewals
• Minimum spending requirements
3.3 Dispute Handling for Fees
A billing details inquiry system is available. Disputes will be reviewed within 48 hours.
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IV. Digital Asset Protection Terms
4.1 Ownership of Translation Results
Users retain full rights to translated content:
• Permanent usage rights
• Rights to reprocess
• Commercial application rights
4.2 Data Retention Policy
Even after service termination, we ensure:
① Dual backups of source and translated files
4.3 Security Measures
We implement GDPR-compliant protocols, including:
• AES-256 encryption for data storage