Terms and Conditions

1. About us

Asylum Document Translations is based at 33 Willmore Road, Birmingham, B20 3JH, United Kingdom. You can contact us by email at info@asylumdocumenttranslations.co.uk or by phone or WhatsApp on +44 7482 545337.

Our office hours are Monday to Friday 9am–9pm and Saturday and Sunday 10am–6pm (UK time). We reply to quote requests within 1 hour, 8am–10pm UK time, 7 days a week.

In these terms, "you" means the person or organisation that orders from us. A "consumer" is an individual acting for purposes mainly outside their trade, business or profession. A "business customer" includes solicitors' firms, advisers, charities and other organisations.

2. Our services

We provide certified translation of documents. Our translators are based in the UK, and we never use machine translation for certified work. On request, we can also arrange related services, such as notarisation, apostille, embassy legalisation, certified true copies and statutory declarations, through independent third-party professionals.

We do not give legal or immigration advice. We translate documents; we do not advise on asylum claims, appeals, immigration status or any other legal matter, or on which documents you should submit. For advice, please contact a solicitor or an adviser regulated by the Immigration Advice Authority (IAA).

3. Quotes and orders

• Prices on our website are starting prices. Your price depends on the documents you send, so we always give you a written quote before any work starts. The quote sets out the price, the services included and the expected delivery time.
• A contract is formed when you accept our written quote and we confirm your order. We will not start work until you have accepted the quote and, unless we agree otherwise, made the first payment.
• If the documents you later send are different from those we quoted for (for example, extra pages or a different language), we will send you a new quote and will only do the extra work if you accept it.
• We may decline an order, for example if a document is unreadable or outside the services we offer. If we decline after you have paid, we will refund what you paid.

4. Prices

• Prices are in pounds sterling. We are VAT registered, and all prices we show include VAT.
• Prices shown on our website are starting prices. Your final price is the one confirmed in your written quote.
• Third-party fees, such as notary, FCDO, embassy or postage fees, are included in your quote where they apply, and we tell you which parts are third-party fees.

5. Payment

• We accept all common payment methods, including card, bank transfer and PayPal. Payments are taken through third-party payment processors, and we do not see or store your full card details.
• Unless we agree otherwise, payment is due when you accept your quote and before work starts.
• Instalments. For orders over £100, you can pay in 2 or 3 instalments. We start work after the first payment, and release the final certified translation once the last payment is received.
• Business customers with an account with us may be invoiced on agreed terms.

6. Your responsibilities

You agree to:

• send clear, complete and legible copies of every page you want translated, including the back of documents where there is text, stamps or signatures
• tell us the correct spelling of names, places and dates as they appear on your passport, eVisa or Home Office documents, if you want us to follow it
• tell us your deadline and what the translation is for, so we can certify and format it correctly
• answer our questions promptly, as delays in answering can delay delivery
• only send us documents you have the right to share

We translate documents as they are. We do not check, and are not responsible for, whether an original document is genuine.

7. What certification means

• Each certified translation includes a statement that it is a true and accurate translation of the original document, the date, the translator's full name and signature, and our contact details, in line with the guidance published on GOV.UK.
• We translate all text, including stamps, seals and handwriting where legible. Text that cannot be read is marked as illegible.
• We do not add, remove or change information in the original document.

Certification confirms the accuracy of the translation. It does not confirm that the original document is genuine or true. The Home Office, the Tribunal, a court or any other decision-maker decides what weight to give any document. We cannot guarantee that any authority or organisation will accept a document, or the outcome of any application, claim or appeal.

8. Notarisation, apostille and legalisation

Where you ask for notarisation, an apostille or embassy legalisation, we arrange this through a UK notary public, the Foreign, Commonwealth and Development Office (FCDO) or the relevant embassy, as needed. These are independent third parties. Their requirements, fees and processing times are set by them and may change. We will tell you about any extra time needed and include the relevant fees in your quote. We are not responsible for delays or decisions made by these third parties, but we will keep you informed and help where we can.

9. Delivery and urgent service

• We deliver your certified translation by email as a signed PDF. If you order printed copies, we send them by post, and you can choose tracked or special delivery.
• Delivery times are set out in your quote. We aim to meet every delivery time we give, and if a delay is likely, we will tell you as soon as possible.
• Urgent and same-day service. For same-day delivery, please order by 12:00 noon UK time, Monday to Friday, for delivery by 8:00pm the same day. Same-day delivery depends on the length and type of the documents, and we confirm it in your quote before you pay.
• Delivery times start once you have accepted the quote, made any required payment and sent us clear copies of all documents.
• We are not responsible for delays caused by postal services, by unclear or incomplete files, by late answers to our questions or by third parties outside our control.

10. Corrections

Please check your translation as soon as you receive it and contact us promptly if you notice an error. We correct genuine translation errors and certification errors free of charge. We will also update the spelling of a name or date to match your official documents if you did not give us that spelling before. Changes that are not corrections of our errors, such as changes to an original document after we translated it or a different preferred style of wording where our translation is accurate, may be charged, and we will quote first.

11. Cancellation

Your right to cancel as a consumer

If you are a consumer and you order from us online, by email, by phone or by WhatsApp, you have the right to cancel the contract within 14 days of the day the contract is formed, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not need to give a reason. To cancel, tell us clearly by email, phone or WhatsApp using the details in section 1.

If you ask us to start straight away

Most customers need their translation quickly, so we usually start work within the 14-day cancellation period. When you ask us to start work within the cancellation period:

• if you cancel before the service is complete, you will pay for the work we have done up to the time you tell us you are cancelling, and we will refund the rest of what you paid
• once the service has been fully performed, you lose your right to cancel

Third-party fees already paid on your behalf (for example notary, FCDO, embassy or postage fees) may not be refundable. Refunds are made to the original payment method. More details are in our refund policy.

Cancellation by business customers

Business customers may cancel at any time by telling us in writing, and will pay for work done and any third-party costs incurred up to the time of cancellation.

12. If something goes wrong

If we do not provide the service with reasonable care and skill, or as described in our quote, please tell us. We will first try to put things right, for example by correcting the translation. Where we fail to deliver as agreed and cannot put it right, we will discuss a fair remedy with you, which may include a full or partial refund. This is in addition to your legal rights as a consumer under the Consumer Rights Act 2015.

13. Our liability

• Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law. Nothing in these terms affects your statutory rights as a consumer under the Consumer Rights Act 2015.
• If you are a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable. We provide our services for domestic and private use, and we are not liable for business losses.
• We are not responsible for decisions made by third parties, such as the Home Office, a court, the Tribunal, an embassy or any other authority, about your case or your documents.
• If you are a business customer, our total liability to you in connection with any order, whether in contract, negligence or otherwise, is limited to the price paid or payable for that order, and we are not liable for loss of profit, loss of business or any indirect or consequential loss.

14. Confidentiality and data protection

We treat all documents and information you send us as confidential. Everyone who works on your documents is bound by confidentiality obligations. We only share your documents as needed to provide the service you ordered, or where you ask us to or the law requires it. We handle personal data as set out in our privacy policy, and we delete your files 3 days after the service is delivered.

15. Intellectual property

We own the copyright in our translations until you have paid in full. Once you have paid in full, you may use, copy and submit the translation for any lawful purpose connected with your documents, including to the Home Office, courts, tribunals and other authorities. You confirm that you have the right to send us the documents for translation.

16. Complaints

If you are not happy with any part of our service, please contact us at info@asylumdocumenttranslations.co.uk or on +44 7482 545337 and tell us what went wrong. We take every complaint seriously, will look into it fairly and will reply as quickly as we can.

17. Other terms

• If any part of these terms is found to be invalid, the rest of the terms still apply.
• We may update these terms from time to time. The terms that apply to your order are the ones in force when you accepted your quote.
• Only you and we have rights under these terms.

18. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you are a consumer living in Scotland or Northern Ireland, you may also bring proceedings in your local courts.