Translation Services - Terms & Conditions
These Terms & Conditions apply to translation and related language services supplied by Korwen Ltd, trading as Korwen.
Korwen Ltd is registered in England and Wales under company number 09038909.
Registered office:
124 City Road
London
Greater London
England
EC1V 2NX
United Kingdom
Email: contact@korwen.uk
WHICH TERMS APPLY TO YOU?
CONSUMERS
Part A — Consumer Terms & Conditions applies if you are an individual purchasing our services wholly or mainly for purposes outside your trade, business, craft or profession.
BUSINESS AND PROFESSIONAL CLIENTS (B2B)
Part B — Business Terms & Conditions applies if you are purchasing our services wholly or mainly for your trade, business, craft or profession, including where you order on behalf of a company, organisation, agency or other business.
PART A — CONSUMER TERMS & CONDITIONS
Version 12.7
Effective date: 11 September 2026
1. About us
Korwen is a trading name of Korwen Ltd, a company registered in England and Wales under company number 09038909, with its registered office at 124 City Road, London, Greater London, England, EC1V 2NX.
You can contact us at:
Translation services offered through the Luciana Paquet website are provided by Korwen Ltd, trading as Korwen.
2. Your contract with us
These Consumer Terms & Conditions apply when you purchase translation or related language services from us wholly or mainly for personal purposes.
Before you place an order, we will normally provide or confirm the relevant information about the service, including:
- the translation or other service requested;
- the price;
- the estimated completion date;
- the proposed delivery method; and
- any special requirements agreed with you.
A contract is formed when we confirm receipt of your payment and confirm your order.
These Terms, together with the quotation or order confirmation and any expressly agreed requirements, form the contract between you and Korwen Ltd.
3. Our standard of service
We will provide our services with reasonable care and skill.
Nothing in these Terms excludes, restricts or reduces any statutory rights you have as a consumer.
4. Your responsibilities
You must:
- provide the complete and correct document or source material required for the service;
- ensure that the source material is sufficiently clear and legible for the requested work;
- provide accurate instructions;
- tell us about any relevant or essential deadline before work begins;
- tell us the intended purpose or audience of the translation where relevant;
- tell us before work begins about any mandatory terminology, certification, formatting, notarisation, apostille or receiving-organisation requirement that you know about;
- respond reasonably promptly if we need clarification, information or approval;
- ensure that you are entitled to provide us with the source documents and any personal, confidential or otherwise protected information contained in them; and
- check that the particular requirements of the organisation or authority receiving the translation are suitable for your purposes, unless we have expressly agreed in writing to undertake that check as part of the service.
We are not responsible for requirements of a receiving organisation or authority that were not disclosed to us before the relevant service requirements were agreed.
You should not treat a translation, or certification of a translation, as authentication of the underlying source document itself.
Nothing in this section reduces your statutory rights as a consumer.
5. Certified translations and source-document authenticity
Unless we expressly agree in writing to provide a separate verification or authentication service, our role is to translate the source material presented to us.
A translation, including a certified, stamped or signed translation, does not by itself prove that the underlying source document:
- is genuine;
- is legally valid;
- has not been altered;
- was properly or validly issued;
- contains factually true information;
- has a verified provenance; or
- contains genuine signatures, seals, stamps or other authentication features.
Unless expressly agreed in writing as a separate service, we do not undertake forensic examination, authentication, provenance verification or verification of signatures, seals, stamps, factual statements or the legal validity of a source document.
Our certification relates to the translation and does not constitute authentication or forensic examination of the underlying source document.
Please also see our Document Authenticity Disclaimer.
Nothing in this section reduces or removes any statutory rights you have as a consumer.
6. Prices and payment
We will tell you the price of the service before you are bound by the contract.
Korwen Ltd is not VAT registered and VAT is not charged.
Unless we expressly agree otherwise in writing, payment is due in full before translation or other chargeable work begins.
Payment by itself does not constitute a request or authorisation for us to begin providing the service during any applicable statutory cancellation period, and does not by itself waive or end any cancellation right.
Where an express request or acknowledgement is required before we may begin work during a statutory cancellation period, we will obtain it separately in accordance with Section 7.
Any delivery charge or other optional additional charge will be disclosed before you agree to it.
We will not add an optional additional payment without your express agreement where such agreement is required by law.
Where prices are displayed on our website, prices for standard documents are indicative of the stated service. We will confirm the final price applicable to your particular order before you place it.
If you subsequently request a change or additional service that may involve an additional charge, we will tell you about any material additional charge before carrying out the chargeable additional work.
Nothing in this section reduces or removes any statutory rights you have as a consumer.
7. Your right to cancel a distance or off-premises contract
If you are a consumer and enter into a distance or off-premises contract with us, you will normally have a statutory cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where those Regulations apply.
For a service contract, the normal cancellation period ends at the end of 14 days after the day on which the contract is formed.
You do not need to give a reason for cancelling during the statutory cancellation period.
If applicable law extends the cancellation period because required cancellation information was not provided, any extended statutory cancellation period will apply.
Starting work during the cancellation period
We will not begin providing the service during an applicable statutory cancellation period unless you expressly request that we do so.
Where required by law, that request must be made on a durable medium. As an operational practice, Korwen will normally obtain your early-start request in writing or through another record capable of being retained.
Payment, acceptance of a quotation, urgency, a requested completion date or other general instruction does not by itself constitute an express request for us to begin work during the cancellation period.
Cancelling after work has started
If you expressly request that we begin providing the service during the cancellation period and you then cancel before the service has been fully performed, you may be required to pay a proportionate amount for the service already supplied up to the time you inform us of your decision to cancel, where permitted by law.
No such charge will be made where applicable law provides that you are not required to bear that cost, including where the legally required information or early-start request has not been provided or obtained as required.
When your cancellation right ends
Your statutory cancellation right in relation to the service will end once the service has been fully performed where:
- you expressly requested that we begin providing the service during the cancellation period;
- before performance began, you acknowledged that you would lose your statutory cancellation right once the service had been fully performed; and
- we then fully performed the service.
Early-start request and acknowledgement
Where applicable, we will ask you actively to confirm wording substantially as follows:
“Yes, please start my translation now. I understand that once the service is fully completed, I will lose my 14-day cancellation right. If I cancel before completion, I may have to pay a proportionate amount for the work already done.”
Merely reading or accepting these Terms, making payment or asking for a particular completion date does not replace any separate express request or acknowledgement that applicable law requires us to obtain from you.
Nothing in this section reduces or removes any statutory rights you have as a consumer.
8. How to cancel
If you have a statutory right to cancel and wish to exercise it, you must clearly tell us that you have decided to cancel the contract.
You may do this by any clear statement. For example, you may contact us by:
Email: contact@korwen.uk
or write to:
Korwen Ltd
124 City Road
London
Greater London
England
EC1V 2NX
United Kingdom
If your order has been handled through WhatsApp or another messaging service, you may also send a clear cancellation message through the Korwen contact used for your order.
You may use the Model Cancellation Form at the end of these Consumer Terms, but you do not have to use it.
Where a cancellation communication is sent before the end of the applicable cancellation period, it will be treated as having been made within that period in accordance with applicable law.
We recommend that you keep a copy or other record of your cancellation communication.
Nothing in this section reduces or removes any statutory rights you have as a consumer.
9. Refunds following cancellation
Where you validly exercise a statutory cancellation right, we will reimburse any payment that applicable consumer law requires us to refund.
Any refund due following the exercise of a statutory cancellation right will be made without undue delay and, in the case of a service contract, normally no later than 14 days after the day on which we are informed of your decision to cancel.
Unless you expressly agree otherwise, we will make the refund using the same means of payment that you used for the original transaction. We will not charge you a fee for making the refund.
Where applicable law requires us to refund a delivery payment, and you expressly chose a delivery method costing more than the least expensive common and generally acceptable delivery method offered by us, we are not required to refund the additional cost of the more expensive delivery method.
If you expressly requested that we begin providing the service during the cancellation period and you cancel before the service has been fully performed, we may deduct or require payment of a proportionate amount for the service already supplied where, and only to the extent that, applicable law permits us to do so.
If the service has already been fully performed after the required express early-start request and acknowledgement, your statutory cancellation right may already have ended in accordance with Section 7.
Nothing in this section affects your rights where the service is defective, has not been provided with reasonable care and skill, or otherwise does not conform to the contract.
10. Delivery and completion
We will use reasonable care and skill to meet any agreed or estimated completion date.
Unless we expressly agree otherwise in writing, any completion or delivery date stated in a quotation, order confirmation or other communication is an estimate based on the information, source material and instructions available at the relevant time.
If a particular completion or delivery deadline is essential to you, you must tell us before the order is confirmed and we must expressly agree to that deadline in writing before it becomes an essential term of the contract.
An estimated or agreed completion date may need to be revised where:
- the source material is incomplete, unclear or illegible;
- you provide additional or replacement material;
- you request changes to the scope or instructions;
- necessary clarification, information or approval is delayed;
- you do not fulfil an agreed dependency on time; or
- circumstances outside our reasonable control affect performance.
Where reasonably practicable, we will tell you if we become aware of a material delay affecting an agreed or estimated completion date.
Delivery may be made electronically, by post, by courier or by another method agreed with you.
Electronic delivery will normally be treated as made when we send the completed translation to the agreed email address, messaging service, download location or other agreed electronic destination, unless we receive a clear failure notification or another written agreement applies.
Where you request postal or courier delivery, we will use the delivery service agreed with you. Any applicable delivery charge will be disclosed before you agree to it.
Unless we expressly guarantee a particular physical-delivery date in writing, an estimated postal or courier arrival time is not a guarantee by Korwen.
We are not responsible for a delay caused solely by a third-party postal, courier or communications provider after we have correctly dispatched the item using the agreed service, except where applicable consumer law makes us responsible or where we have failed to exercise reasonable care and skill.
Nothing in this section excludes, restricts or reduces any statutory rights you have as a consumer, including any rights that apply where the service is delayed or not provided within the time required by law.
11. Corrections and problems with the service
We will provide the contracted translation or other language service with reasonable care and skill and in accordance with the contract.
If you believe that a translation contains an error or that the service has not been provided in accordance with the contract, please contact us as soon as reasonably practicable and provide sufficient information for us to investigate the issue.
Where reasonably necessary, we may ask you to identify the particular wording, passage or other issue that you believe requires correction and to provide any relevant supporting information.
Where appropriate, we will investigate the issue and, if the service does not conform to the contract, provide any remedy required by applicable consumer law.
Depending on the circumstances, your statutory remedies may include repeat performance or an appropriate reduction in price.
Where you are entitled to repeat performance under applicable consumer law, it will be provided within a reasonable time, without significant inconvenience to you and without requiring you to bear the necessary costs of that repeat performance.
Where repeat performance is impossible, or where applicable law otherwise gives you the right to a price reduction, any price reduction or refund will be provided in accordance with the applicable statutory requirements.
Giving us a reasonable opportunity to investigate or correct an issue does not remove, delay or restrict any statutory right or remedy that you are entitled to exercise.
Nothing in these Terms excludes, restricts or reduces your rights under applicable consumer law.
12. Changes requested after work begins
If you ask us to change:
- the source document or source material;
- the target language;
- the scope or nature of the service;
- certification requirements;
- formatting requirements;
- the intended purpose or receiving-organisation requirements;
- the completion deadline;
- delivery arrangements; or
- other material instructions
after work has begun, the requested change may affect the price, scope and/or completion date.
We are not required to accept a requested change where it is not reasonably practicable, is outside the service we are able to provide, would prevent us from meeting an agreed requirement, or would otherwise materially alter the original order.
Where we can accept the requested change, we will tell you about any material effect on the price, scope or completion date before carrying out additional chargeable work arising from that change.
We will not impose a material additional charge for a requested change without your express agreement where your agreement is required by law.
Where a requested change materially alters the agreed service, we may confirm the revised requirements with you in writing before continuing the affected work.
A change to the agreed service does not affect work already properly carried out before the change was requested.
Nothing in this section excludes, restricts or reduces any statutory rights you have as a consumer.
13. Data protection and confidentiality
We handle personal information in accordance with our Privacy Notice and applicable data-protection law.
Documents supplied for translation may contain personal, confidential or sensitive information about you or other people. We take proportionate technical and organisational measures to protect information supplied to us.
We treat translation material as confidential and disclose it only where reasonably necessary to provide or administer the service, where you have authorised the disclosure, or where disclosure is otherwise required or permitted by law.
Where reasonably necessary to provide the service, information may be processed by approved translators, proofreaders, subcontractors, technology providers, cloud-storage providers or other service providers, subject to appropriate confidentiality, security, contractual and data-protection arrangements.
We may use approved artificial-intelligence, computer-assisted translation and other business technology where appropriate. We do not knowingly place client translation material into unapproved consumer AI systems for translation work.
Some approved technology providers may process, store or make information accessible outside the United Kingdom. Where the rules governing restricted international transfers apply, we will use an appropriate lawful transfer mechanism or safeguard.
Project information is retained in accordance with our Privacy Notice. Source documents, translations and related project material are not ordinarily retained for more than five years and may be securely deleted substantially earlier where there is no continuing operational, contractual, legal or evidential reason to retain them.
Different retention periods may apply to communications, accounting records, payment information, complaints, disputes or other records. Normal deletion periods may also be suspended where information must be preserved for a complaint, legal claim, regulatory matter, investigation or other documented Legal Hold.
Current information about our approved technology, service providers, retention practices, international transfers and your data-protection rights is available in our Privacy Notice.
Nothing in this section reduces any rights you have under applicable data-protection or consumer law.
14. Intellectual property and your documents
You confirm that you are entitled to provide the source material to us for translation or any other requested service.
You remain responsible for any third-party intellectual-property rights or other rights relating to the source material you provide.
Providing source material to us does not transfer ownership of that material or any underlying intellectual-property rights to Korwen.
Subject to full payment and any rights belonging to third parties, you may use, reproduce and submit the commissioned translation for the purpose for which it was supplied and for reasonably related personal purposes.
Korwen retains ownership of its pre-existing materials and intellectual property, including its:
- methods;
- systems;
- templates;
- processes;
- terminology resources;
- know-how; and
- other proprietary business materials.
Providing a translation to you does not transfer ownership of those pre-existing materials or give you any right to use them separately from the translation supplied to you.
Where we provide a certified, signed or stamped translation, the certification relates only to the version supplied by Korwen. If the translation is subsequently altered by you or another person, Korwen is not responsible for the altered version, and the original certification must not be represented as applying to changes that we did not make or approve.
Nothing in this section excludes, restricts or reduces any statutory rights you have as a consumer.
15. Our liability to consumers
We are responsible for providing the contracted translation or other language service with reasonable care and skill and in accordance with the contract.
Nothing in these Terms excludes or restricts liability where it would be unlawful to do so, or excludes, restricts or makes more difficult to exercise any statutory right or remedy that cannot lawfully be excluded or restricted.
In particular, nothing in these Terms excludes or restricts liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation; or
- any other liability that cannot legally be excluded or restricted.
We are not responsible merely because we translated, certified, signed or stamped a document for defects, falsity, illegality, lack of authenticity, inaccurate information or other problems inherent in source material supplied to us, unless we expressly agreed in writing to provide a separate verification or authentication service covering the relevant matter.
We do not guarantee that a court, government department, embassy, consulate, university, employer, professional body or other receiving organisation or authority will accept a translation unless we have expressly agreed otherwise in writing.
Where you have told us before the service was agreed about a specific requirement of a receiving organisation or authority and we have expressly agreed to provide the translation in accordance with that requirement, nothing in these Terms excludes our responsibility for failing to exercise reasonable care and skill in meeting that agreed requirement.
We are not responsible for loss or damage to the extent that it is caused by:
- incomplete, inaccurate, unclear, illegible or misleading source material or instructions supplied to us;
- a relevant requirement or intended purpose that you did not tell us about before the service requirements were agreed;
- changes made to the translation after it was supplied by Korwen without our approval; or
- an act or omission of a third party that is outside our reasonable control,
except to the extent that applicable consumer law makes us responsible or the loss or damage was caused by our failure to exercise reasonable care and skill or otherwise comply with the contract.
We are responsible for loss or damage that you suffer as a legally recoverable consequence of our breach of contract or failure to exercise reasonable care and skill, subject always to applicable law.
Nothing in this section limits or removes any remedy or protection available to you under mandatory consumer law.
16. Events outside our reasonable control
We are not responsible for delay or failure to perform the service to the extent that it is caused by circumstances genuinely outside our reasonable control.
Such circumstances may include, where relevant, serious disruption to communications, utilities, postal or courier services, widespread technology or infrastructure failure, natural disasters, severe weather, fire, flood, epidemic or pandemic restrictions, civil disorder, government action or other comparable events that we could not reasonably prevent or overcome.
Where such circumstances affect the service, we will take reasonable steps to:
- minimise their effect;
- keep you reasonably informed of any material impact on the service;
- resume performance as soon as reasonably practicable; and
- where appropriate, discuss a revised completion or delivery arrangement with you.
We remain responsible for matters within our reasonable control and for exercising reasonable care and skill in responding to an event affecting the service.
Nothing in this section excludes, restricts or reduces any statutory rights you have as a consumer, including any right you may have where performance is seriously delayed or can no longer reasonably be completed.
17. Complaints
If you are dissatisfied with any aspect of our service, please contact us so that we can investigate the matter and, where appropriate, put things right.
Email: contact@korwen.uk
You do not need to use any particular wording or form to make a complaint.
Where reasonably possible, please provide sufficient information for us to understand and investigate the matter, such as your order or project reference, the service concerned, a description of the problem and any relevant supporting information.
We will consider complaints fairly and objectively and will aim to deal with them as promptly as reasonably practicable, taking account of the nature and complexity of the matter.
The appropriate outcome will depend on the circumstances. Where applicable, this may include correcting a substantiated error, repeating part of the service, supplying an amended document, providing clarification, or providing any price reduction, refund or other remedy required by law or the contract.
Our full complaint-handling arrangements are set out in our Complaints Procedure.
If your complaint concerns personal information or data protection, you may also have the right to complain to the Information Commissioner's Office. Further information is provided in our Complaints Procedure and Privacy Notice.
Where applicable law or the contract requires us to participate in an alternative dispute resolution or other complaint-resolution arrangement, we will provide any information about that arrangement that we are legally required to provide.
Making a complaint to Korwen does not prevent you from exercising any statutory right or other legal remedy available to you.
Nothing in this section excludes, restricts or reduces any statutory rights you have as a consumer.
18. Governing law and jurisdiction
These Consumer Terms and any contract between you and Korwen are governed by the law of England and Wales.
However, this choice of law does not deprive you of any mandatory consumer protection that applies to you under a law that cannot validly be excluded by agreement.
If you are a consumer resident outside England and Wales, you may also have rights to bring proceedings in the courts of your place of residence or in another court having jurisdiction under applicable mandatory law.
Subject to those mandatory rights, disputes relating to these Terms or the services provided by Korwen may be dealt with by the courts of England and Wales.
Nothing in this section excludes, restricts or reduces any statutory rights or protections you have as a consumer.
Model Cancellation Form
Complete and return this form only if you wish to cancel the contract. You do not have to use this form; you may instead send us any other clear statement informing us of your decision to cancel.
To:
Korwen Ltd
124 City Road
London
Greater London
England
EC1V 2NX
United Kingdom
Email: contact@korwen.uk
Notice of cancellation
I/We hereby give notice that I/we cancel my/our contract for the supply of the following service:
Service: __________________________________________
Ordered on: ______________________________________
Name of consumer(s): ______________________________
Address of consumer(s): ____________________________
Signature of consumer(s) (only if this form is sent on paper):
Date: _____________________________________________
Related documents
PART B — BUSINESS TERMS & CONDITIONS (B2B)
Version 12.7
Effective date: 11 September 2026
1. Parties and contract formation
These Business Terms & Conditions apply between Korwen Ltd, trading as Korwen (“Korwen”, “we”, “us” or “our”) and the business, professional, agency, institution or other commercial customer identified in the quotation or order (“Customer”).
These Terms apply where the Customer is acting wholly or mainly for purposes relating to its trade, business, craft or profession.
Before the Customer places an order, Korwen will normally provide or confirm the relevant information about the service, including the agreed scope, price, estimated completion date, proposed delivery method and any special requirements expressly agreed.
Unless Korwen expressly agrees B2B credit terms in writing, a contract is formed when Korwen confirms receipt of the Customer’s payment and confirms the order.
Where Korwen expressly agrees B2B credit terms in writing, a contract is formed when Korwen confirms the order in writing.
Acceptance of a quotation, provision of a purchase order or an instruction expressing an intention to proceed does not by itself form the contract unless Korwen expressly agrees otherwise in writing.
The quotation or order confirmation, these Terms and any expressly agreed order-specific requirements together form the contract between the Customer and Korwen Ltd.
2. Scope of services
Korwen will provide the translation, proofreading, certification or other language service described in the quotation or order confirmation.
The services will be performed in accordance with the requirements expressly agreed between the Customer and Korwen, subject to these Terms.
Any service outside the agreed scope requires separate agreement and may incur additional charges.
If the Customer asks Korwen to change:
- the source document or source material;
- the word count or number of pages;
- the source or target language;
- the scope of the work;
- certification requirements;
- formatting requirements;
- delivery arrangements;
- an agreed or estimated deadline; or
- other material instructions
after the order has been confirmed, the change may affect the price and/or completion date.
Korwen will notify the Customer of any material additional charge before carrying out additional chargeable work.
3. Customer responsibilities
The Customer must:
- ensure that any person placing an order, approving instructions, requesting changes or otherwise acting on behalf of the Customer in relation to the order is authorised to do so;
- provide the complete and correct document or source material required for the service;
- ensure that the source material is sufficiently clear and legible for the requested work;
- provide accurate instructions;
- identify any relevant or essential deadlines before work begins;
- tell Korwen the intended purpose or audience of the translation where relevant;
- identify any mandatory terminology, certification, formatting, notarisation, apostille or receiving-authority requirements known to the Customer before work begins;
- respond reasonably promptly where Korwen requires clarification, instructions or approval;
- ensure that the Customer is entitled to provide Korwen with the source documents and any personal, confidential or otherwise protected information contained in them; and
- check that the particular requirements of the organisation or authority receiving the translation are suitable for the Customer's purposes unless Korwen has expressly agreed in writing to undertake that check as part of the service.
Korwen is not responsible for requirements of a receiving organisation or authority that were not disclosed to Korwen before the relevant service requirements were agreed.
The Customer must not treat a translation, or certification of a translation, as authentication of the underlying source document itself.
4. Certified translations and source-document authenticity
Unless Korwen expressly agrees in writing to provide a separate verification or authentication service, Korwen's role is to translate the source material presented to it.
A translation, including a certified, stamped or signed translation, does not by itself prove that the underlying source document:
- is genuine;
- is legally valid;
- has not been altered;
- was properly or validly issued;
- contains factually true information;
- has a verified provenance; or
- contains genuine signatures, seals, stamps or other authentication features.
Unless expressly agreed in writing as a separate service, Korwen does not undertake forensic examination, authentication, provenance verification or verification of signatures, seals, stamps, factual statements or the legal validity of a source document.
Korwen's certification relates to the translation and does not constitute authentication or forensic examination of the underlying source document.
Please also see our Document Authenticity Disclaimer.
5. Professional standard, accuracy and corrections
Korwen will perform the contracted translation or other language service with reasonable professional care and skill and in accordance with the requirements expressly agreed for the order.
If the Customer believes that a translation contains an error or that the service has not been provided in accordance with the contract, the Customer should notify Korwen promptly and provide sufficient information for the matter to be investigated.
Where reasonably necessary, Korwen may ask the Customer to identify the specific wording, passage or issue believed to require correction and to provide any relevant supporting information.
Where reasonably appropriate, Korwen must be given a reasonable opportunity to:
- investigate the alleged error or problem;
- determine whether a correction is required; and
- correct any substantiated error for which Korwen is responsible
before the Customer incurs avoidable third-party remedial costs.
This does not prevent the Customer from taking reasonable urgent steps where genuinely necessary to mitigate loss.
Nothing in this section affects any right or remedy available to either party under the contract or applicable law.
6. Fees and payment
Korwen will confirm the price of the services before the order is confirmed.
Korwen Ltd is not VAT registered.
Unless Korwen expressly agrees B2B credit terms in writing, 100% of the agreed price is payable in cleared funds before translation or other work begins.
Korwen is not obliged to commence work before payment has been received.
Where Korwen expressly agrees B2B credit terms in writing, payment must be made within the agreed payment period.
If B2B credit is expressly granted but no other payment period is expressly agreed, payment is due within 14 days of the invoice date.
Where B2B credit terms are agreed and payment remains outstanding, Korwen will issue an invoice setting out the amount due and the applicable payment due date.
A receipt records payment actually received and will not be treated as evidence that an outstanding amount has been paid.
Any delivery charge or other agreed additional charge will be confirmed before it is incurred.
Korwen may suspend further work where an undisputed payment is overdue, subject to applicable law and any contrary written agreement.
If a payment becomes overdue, Korwen may claim statutory interest, fixed compensation and any additional reasonable recovery costs to which it is entitled under the Late Payment of Commercial Debts (Interest) Act 1998 and other applicable law.
Where the statutory late-payment regime applies, statutory interest is calculated at the rate prescribed by law from time to time.
7. Purchase orders and conflicting customer terms
A Customer purchase order, vendor-onboarding document, procurement form or similar administrative document is treated as an administrative document unless Korwen expressly agrees otherwise in writing.
Terms printed on, incorporated into or referred to in a Customer's purchase order, procurement system, supplier portal or other document do not form part of the contract merely because Korwen receives, acknowledges, processes or refers to that document.
If there is any conflict between these Terms and a Customer's standard terms, these Terms prevail unless Korwen expressly agrees in writing that a specified order-specific term overrides an identified provision of these Terms.
Korwen's acceptance or use of a purchase-order number or other administrative reference does not constitute acceptance of the Customer's terms.
Any variation of these Terms must be expressly agreed in writing by an authorised representative of Korwen.
8. Confidentiality and data protection
Each party must protect the other party's confidential information and comply with applicable data-protection law in relation to personal data processed under its control.
The Customer confirms that it has an appropriate lawful basis or other lawful authority to disclose personal data to Korwen where required for the contracted service.
The parties' respective roles as controller or processor are determined by the nature and circumstances of the relevant processing and not merely by the description used by either party.
Where Korwen processes personal data as a controller for its own legitimate business purposes, including client administration, contractual administration, billing, accounting, security, legal compliance and the handling of enquiries or complaints, that processing will be carried out in accordance with applicable data-protection law and Korwen's Privacy Notice.
Where Korwen processes personal data solely on the documented instructions of a business Customer and acts as a processor on that Customer's behalf, a written controller-processor agreement satisfying the applicable requirements of Article 28 of the UK GDPR must be in place for that processing. This may take the form of Korwen's B2B Data Processing Schedule or other equivalent written terms expressly agreed between the parties.
Where such processor terms are legally required but have not yet been put in place, Korwen may decline or suspend the relevant processor-only processing until appropriate terms are agreed.
Korwen may use appropriately vetted translators, subcontractors and service providers where reasonably necessary to perform the service, subject to the applicable contractual, confidentiality, security and data-protection requirements.
Where Korwen acts as a processor, any appointment of a sub-processor will be subject to the authorisation and contractual requirements applicable under data-protection law and the relevant controller-processor agreement.
Any restricted international transfer of personal data will be handled in accordance with applicable data-protection law and Korwen's Privacy Notice.
Further information is available in our Privacy Notice.
9. Technology, CAT and AI-assisted tools
Korwen may use approved document-processing, terminology, quality-assurance, computer-assisted translation (CAT), machine-translation, artificial-intelligence-assisted, cloud-storage and other business technology where its use is compatible with:
- the agreed scope of the service;
- applicable confidentiality requirements;
- contractual restrictions;
- applicable data-protection requirements;
- any applicable controller-processor agreement; and
- Korwen's internal information-security and technology-approval requirements.
Korwen will not knowingly enter confidential client material into an unapproved public or consumer artificial-intelligence service for translation work.
Where a Customer requires a particular technology, provider or category of technology not to be used for an assignment, the Customer must tell Korwen before the order is confirmed. Any such restriction forms part of the contract only where Korwen expressly agrees to it.
Current information about technology and service providers used by Korwen is available in our Privacy Notice.
Korwen remains responsible for ensuring that technology used in providing the contracted service is used consistently with the contract and applicable law.
10. Retention, deletion and Legal Hold
Korwen retains personal information, project records and related material only for as long as reasonably necessary for the relevant operational, contractual, legal, accounting, regulatory or evidential purpose, subject to applicable law and Korwen's Privacy Notice.
Source documents, translations and related project content are not ordinarily retained for more than five years and may be securely deleted substantially earlier where there is no continuing reason to retain them.
Different retention periods may apply to different categories of information. In particular, accounting, payment, contractual, tax, complaint, dispute, insurance, regulatory and other records may be retained for the period required or reasonably justified by their purpose and applicable law.
Normal deletion may be suspended where information is relevant to an actual or reasonably anticipated complaint, dispute, legal claim, court proceeding, insurance matter, regulatory enquiry, investigation, subject access request or other matter requiring preservation of evidence. Relevant information may then be placed under a Legal Hold and retained until that hold is released.
Where Korwen acts as a processor on behalf of a business Customer, retention, return and deletion of personal data processed in that capacity will also be governed by the applicable controller-processor agreement and data-protection law. A general Korwen retention period does not override any applicable obligation to return or delete processor-held personal data, except where applicable law requires continued storage.
Information that has been securely deleted at the end of its applicable retention period will not ordinarily be restored from backup or provider-recovery systems for routine business purposes, although restoration may exceptionally be necessary for genuine disaster recovery, security investigation, legal compliance or an applicable Legal Hold.
Further information about Korwen's retention arrangements is available in our Privacy Notice.
11. Intellectual property and rights to use the translation
The Customer confirms that it has sufficient rights, permissions or authority to provide the source material to Korwen and to instruct Korwen to use that material for the contracted service.
The Customer remains responsible for any third-party intellectual-property rights in the source material and for ensuring that the requested use of that material does not infringe those rights.
Subject to full payment of all amounts due for the relevant order and to any rights belonging to third parties, the Customer may use, reproduce, store, submit and distribute the commissioned translation for the purposes for which it was supplied.
Where additional or different intellectual-property rights are required by the Customer, those rights must be expressly agreed in writing.
Korwen retains all rights in its pre-existing:
- tools;
- methods;
- processes;
- templates;
- terminology resources;
- systems;
- know-how; and
- other proprietary business materials.
Unless expressly agreed otherwise in writing, the Customer does not acquire rights in those pre-existing materials merely because they were used in providing the service.
Nothing in this section transfers to Korwen any intellectual-property rights in the Customer's source material except for the limited rights necessary to provide the contracted service and comply with applicable legal, regulatory or evidential obligations.
12. Liability
Korwen will perform the contracted translation or other language service with reasonable professional care and skill.
Nothing in these Terms excludes or restricts liability that cannot lawfully be excluded or restricted, including liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation; or
- any other liability that applicable law does not permit the parties to exclude or restrict.
Korwen is responsible for the translation or other language service contracted for, subject to these Terms and applicable law.
Korwen is not responsible merely by virtue of translating a document for:
- defects in the source material;
- false or inaccurate information contained in the source material;
- illegality inherent in the source material;
- lack of authenticity of the source document;
- invalidity of the source document; or
- forged, invalid or inaccurate signatures, seals or stamps,
unless Korwen has expressly agreed in writing to provide a separate service covering the relevant verification.
Where a specific financial limit on contractual liability has been expressly agreed for an order, that limit will be stated in the quotation, order confirmation or another written agreement forming part of the contract.
Nothing in these Terms creates or implies a financial liability cap where none has expressly been agreed.
Any exclusion or restriction relating to indirect or consequential loss, loss of profit, loss of opportunity or similar business loss applies only to the extent permitted by law and subject to any applicable legal requirement of reasonableness.
The Customer must take reasonable steps to mitigate any loss and must not knowingly cause or increase avoidable loss after becoming aware of an alleged error or other problem.
Nothing in this section limits Korwen's obligation to correct a substantiated error for which it is responsible in accordance with Section 5.
13. Third-party and receiving-authority decisions
Government departments, embassies, consulates, courts, universities, banks, employers, professional bodies, regulators and other public or private organisations may impose their own requirements concerning translations, certification, originals, copies, notarisation, apostilles, signatures, stamps, formatting, translator credentials or other formalities.
Those requirements may vary between organisations and may change from time to time. The final decision whether to accept a translation or source document is made by the relevant receiving organisation and may depend on matters outside Korwen's control.
Unless Korwen expressly agrees otherwise in writing, Korwen does not guarantee that any particular organisation or authority will accept a translation or the underlying source document.
The Customer is responsible for confirming any organisation-specific requirements before the order is confirmed unless Korwen expressly agrees in writing to check specified requirements as part of the contracted service.
Where Korwen expressly agrees to check specified receiving-organisation requirements, Korwen will use reasonable professional care and skill and will rely on information reasonably available at the relevant time. Such a check does not by itself constitute a guarantee that the receiving organisation will accept the translation.
Subject to applicable law, Korwen is not responsible for rejection arising solely from:
- a requirement that was not disclosed to Korwen before the relevant service requirements were agreed;
- a requirement or policy changed by the receiving organisation after the relevant requirements were agreed;
- an issue concerning the authenticity, validity or suitability of the underlying source document that Korwen had not agreed to verify;
- a matter outside the agreed scope of the service;
- alteration, incomplete submission or misuse of the translation after delivery; or
- a discretionary decision of the receiving organisation that is not caused by Korwen's breach of contract.
Nothing in this section removes Korwen's responsibility where a rejection results from Korwen's failure to meet an expressly agreed requirement for which Korwen was responsible or from Korwen's failure to provide the contracted service with reasonable care and skill.
Please also see our Document Authenticity Disclaimer.
14. Deadlines and delivery
Korwen will use reasonable professional care and efforts to meet any agreed or estimated completion date.
Unless Korwen expressly agrees otherwise in writing, any completion or delivery date stated in a quotation, order confirmation or other communication is an estimate based on the information, source material and instructions available at the relevant time.
A deadline will be treated as guaranteed or as an essential contractual deadline only where Korwen expressly agrees this in writing.
If the Customer has an essential deadline, including a filing, court, immigration, academic, employment, regulatory or other submission deadline, the Customer must inform Korwen before the order is confirmed and Korwen must expressly agree to that deadline in writing before it becomes an essential contractual term.
An estimated or agreed completion date may need to be revised where:
- source material is incomplete, unclear or illegible;
- the Customer supplies additional or replacement material;
- the Customer requests changes to the scope or instructions;
- required clarification, information or approval is delayed;
- the Customer does not fulfil an agreed dependency on time; or
- circumstances outside Korwen's reasonable control affect performance.
Where reasonably practicable, Korwen will inform the Customer if it becomes aware of a material delay affecting an agreed or estimated completion date.
Delivery may be made electronically, by post, by courier or by another method expressly agreed for the order.
Electronic delivery is treated as made when Korwen sends the completed translation to the agreed email address, messaging service, download location or other agreed electronic destination, unless Korwen receives a clear failure notification or another written agreement applies.
Where the Customer requests postal or courier delivery, Korwen will use the delivery service agreed for the order. Unless Korwen expressly guarantees a particular physical-delivery date in writing, the estimated arrival time of a postal or courier service is not a guarantee by Korwen.
Korwen is not responsible for delay, loss or failure caused solely by a third-party postal, courier, communications or delivery provider after Korwen has correctly dispatched the item using the agreed service, except to the extent that Korwen remains responsible under applicable law or has failed to exercise reasonable care in arranging the delivery.
Any applicable delivery charge will be confirmed before it is incurred.
Nothing in this section excludes or restricts any liability that cannot lawfully be excluded or restricted.
15. Events outside reasonable control
Neither party is liable for delay or failure to perform an obligation to the extent that performance is prevented or materially delayed by circumstances genuinely outside that party's reasonable control.
The affected party must:
- take reasonable steps to minimise the effect of the circumstances;
- notify the other party as soon as reasonably practicable where the circumstances materially affect performance; and
- resume performance as soon as reasonably practicable.
Any agreed or estimated deadline may be reasonably extended to reflect delay caused by such circumstances.
If circumstances outside reasonable control prevent a material part of the service from being performed for such a period that continued performance becomes unreasonable, either party may terminate the affected unperformed part of the service by written notice.
The Customer remains liable for services properly performed and agreed non-recoverable costs properly incurred before such termination.
Nothing in this section excludes or restricts liability that cannot lawfully be excluded or restricted.
16. Cancellation, suspension and termination
The statutory 14-day cancellation right that may apply to consumer distance contracts does not apply to a genuine business-to-business contract.
The Customer may request cancellation or suspension of an order by contacting Korwen in writing and identifying the relevant order.
Unless the Customer has a separate contractual or legal right to terminate, a request to cancel or suspend does not itself terminate or suspend the contract. Korwen will confirm in writing whether the request is accepted and, where applicable, the effective date.
Where Korwen agrees to cancellation before work has begun, Korwen will refund any amount paid for the unperformed service, less any agreed or properly incurred non-recoverable costs.
Where Korwen agrees to cancellation after work has begun, the Customer remains liable for:
- a reasonable amount for services properly performed up to the effective date of cancellation; and
- any agreed non-recoverable costs properly incurred in connection with the order.
Where the contracted service has already been fully performed, the full agreed price remains payable.
Either party may terminate the contract where the other party commits a material breach that cannot be remedied or, where the breach is capable of remedy, fails to remedy it within a reasonable period after being asked to do so.
Korwen may suspend or terminate the service where:
- an undisputed payment is materially overdue;
- continuing the work would be unlawful;
- the Customer requires Korwen to act unlawfully, fraudulently or unethically;
- necessary source material, instructions, clarification or authorisation is not provided;
- continuing the work would create a material confidentiality, data-protection, security or professional-integrity risk that cannot reasonably be resolved; or
- another serious circumstance makes continued performance unreasonable,
subject to applicable law and any expressly agreed order-specific terms.
Where reasonably practicable, Korwen will notify the Customer before suspending or terminating the service and explain the reason.
Suspension or termination does not affect rights, liabilities or payment obligations that accrued before the effective date.
Nothing in this section limits any right of either party to terminate or obtain another remedy under applicable law.
17. Complaints and disputes
If the Customer is dissatisfied with the service, it should contact Korwen as soon as reasonably practicable at:
Where reasonably possible, the Customer should provide:
- the relevant order reference or sufficient information to identify the order;
- a clear description of the issue;
- the particular wording, passage, service requirement or other matter complained about, where applicable;
- any relevant supporting information or evidence; and
- the outcome or remedy the Customer is seeking.
Korwen will investigate complaints fairly and reasonably and may request further information where reasonably necessary to investigate the matter.
Where a complaint concerns an alleged translation error or failure to meet an agreed service requirement, Section 5 also applies.
Where a complaint concerns rejection by a receiving organisation, source-document authenticity or another matter governed by a specific provision of these Terms, the relevant provision of these Terms also applies.
The parties should, where reasonably appropriate, attempt in good faith to resolve a dispute before commencing legal proceedings.
This does not require either party to:
- delay urgent action where reasonably necessary;
- allow an applicable legal time limit to expire;
- give up any legal right or remedy; or
- refrain from commencing proceedings where an attempted informal resolution would not reasonably be appropriate.
Making, investigating or responding to a complaint does not by itself constitute an admission of liability by either party.
Please also see our Complaints Procedure.
Complaints concerning personal-data processing are also handled in accordance with Korwen's applicable data-protection procedures. Nothing in this section affects a person's right to raise a matter with the Information Commissioner's Office where that right applies.
Nothing in this section prevents either party from exercising any legal right or remedy available under the contract or applicable law.
18. Variations
No variation of these Business Terms or of a confirmed order is binding unless it is expressly agreed in writing by an authorised representative of Korwen, except where applicable law provides otherwise.
A variation applies only to the specific order or provision identified in the written agreement unless Korwen expressly agrees that it will apply more generally.
Agreement to an order-specific variation does not amend these Terms for any other order.
19. Severability
If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be treated as modified to the minimum extent necessary to make it valid and enforceable where legally possible.
If modification is not possible, the affected provision will be treated as deleted.
The remaining provisions will continue in effect.
20. No waiver
A failure or delay by either party to exercise a contractual right does not waive that right.
A waiver on one occasion does not constitute a waiver on another occasion.
21. Third-party rights
Unless these Terms expressly state otherwise, a person who is not a party to the contract has no right under the Contracts (Rights of Third Parties) Act 1999 or otherwise to enforce any provision of the contract.
22. Entire agreement
For business-to-business contracts, these Terms, together with the applicable quotation or order confirmation and any order-specific requirements or other written terms expressly agreed by Korwen, constitute the entire agreement between the parties concerning the contracted service and supersede previous discussions, correspondence, negotiations or understandings relating to that service.
Subject to applicable law, each party acknowledges that it has not relied on any statement, representation or assurance that is not contained in the contractual documents identified above.
Nothing in this section excludes or restricts liability for fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or restricted.
23. Governing law, jurisdiction and language
These Business Terms, the contract and any non-contractual obligations arising from or connected with them are governed by the law of England and Wales.
Subject to any mandatory legal rule that cannot validly be displaced, the courts of England and Wales have exclusive jurisdiction.
Where both an English-language version of these Business Terms and a translated version are supplied or made available in connection with the same contract, the versions are intended to have the same meaning.
If there is any inconsistency between them, the English-language version will prevail unless Korwen expressly agrees otherwise in writing or applicable mandatory law requires otherwise.
CONTACT
Korwen Ltd
Trading as Korwen
124 City Road
London
Greater London
England
EC1V 2NX
United Kingdom
Company number: 09038909
Email: contact@korwen.uk