Translation Services - Terms & Conditions
Version 12.5
Effective date: 10 August 2026
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
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
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 you accept our quotation or otherwise instruct us to proceed on the agreed basis.
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 that you want translated;
- provide source material that is sufficiently clear and legible for the requested work;
- tell us the intended purpose of the translation and any specific requirements of the receiving organisation that you know about before work begins;
- respond reasonably promptly if we need clarification;
- ensure that you are entitled to provide us with the source documents and personal information contained in them; and
- check that the receiving organisation's particular certification, formatting, notarisation, apostille or other requirements are suitable for your purposes before ordering.
We are not responsible for requirements of a receiving organisation that were not disclosed to us before the work was agreed.
5. Certified translations and source-document authenticity
Unless we expressly agree in writing to provide a separate verification 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 issued;
- contains factually true information; or
- contains genuine signatures, seals, stamps or other authentication features.
Our certification relates to the translation and does not constitute forensic examination or authentication of the source document.
Please also see our Document Authenticity Disclaimer.
6. Prices and payment
We will tell you the price of the service before you are bound by the contract.
Unless we expressly agree otherwise in writing, payment is due in full before translation work begins.
Any delivery charge or other optional additional charge will be disclosed before you agree to it.
We will not add optional additional charges without your agreement where consent 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.
7. Your right to cancel a distance contract
If you are a consumer who orders our services at a distance, for example by email, telephone or online, you will normally have a statutory 14-day cancellation period where the Consumer Contracts Regulations apply.
For a service contract, this period normally expires 14 days after the day on which the contract is entered into.
You do not need to give a reason for cancelling during the statutory cancellation period.
Starting work during the cancellation period
Translation work is frequently required before the 14-day cancellation period has expired.
If you want us to begin work during that period, we will ask you to expressly request that we begin providing the service before the cancellation period ends.
If you request an early start and then cancel before the service has been fully completed, you may be required to pay an amount proportionate to the services that have already been supplied, where permitted by law.
When your cancellation right ends
If:
- you expressly ask us to begin providing the service during the 14-day cancellation period;
- you acknowledge that you will lose your statutory cancellation right once the service has been fully performed; and
- we then complete the service in full,
your statutory right to cancel that service will end when the service has been fully performed.
Early-start acknowledgement
Where applicable, we will ask you to actively confirm wording substantially as follows:
“I expressly request Korwen Ltd to begin providing the translation service before the end of the 14-day cancellation period. I understand that if the translation service is fully performed during that period, I will lose my statutory right to cancel once the service has been completed in full. If I cancel after work has started but before completion, I understand that I may be required to pay a proportionate amount for the services already provided, where permitted by law.”
Merely reading these Terms does not replace any express request or acknowledgement that the law requires us to obtain from you.
8. How to cancel
If you have a statutory right to cancel and wish to exercise it, you must clearly tell us that you wish to cancel the contract.
You may do so by contacting:
Email: contact@korwen.uk
or by writing to:
Korwen Ltd
124 City Road
London
Greater London
England
EC1V 2NX
United Kingdom
You may use the model cancellation form at the end of these Consumer Terms, but you do not have to use that form.
9. Refunds following cancellation
Where you validly exercise a statutory cancellation right, we will make any refund required by applicable consumer law.
If you expressly asked us to begin providing the service during the cancellation period and cancel before the service has been completed, we may charge a proportionate amount for work already performed where the law permits us to do so.
If the service has already been fully performed following the required express request and acknowledgement, your statutory cancellation right may already have ended.
Nothing in this section affects your rights where the service is defective or has not been provided with reasonable care and skill.
10. Delivery
We will use reasonable care to meet the agreed or estimated completion date.
The method of delivery will be agreed with you and may include electronic delivery, postal delivery or another agreed method.
Where postal or courier delivery is requested, any applicable delivery charge will be confirmed before you order.
An estimated completion or delivery date is not a guarantee unless we expressly agree in writing that a particular deadline is an essential term of the contract.
If a delay occurs, your statutory rights remain unaffected.
11. Corrections and problems with the service
If you believe that a translation contains an error or that the service has not been provided correctly, please contact us promptly and provide sufficient information for us to investigate.
Contact:
Where appropriate, we will review the issue and provide any remedy required by applicable consumer law.
Depending on the circumstances, statutory remedies may include repeat performance or an appropriate price reduction.
Nothing in these Terms restricts your rights under applicable consumer law.
12. Changes requested after work begins
If you ask us to change:
- the source document;
- the target language;
- the scope of the work;
- certification requirements;
- formatting requirements;
- delivery arrangements; or
- other material instructions
after work has begun, the change may affect the price and/or completion date.
We will tell you about any material additional charge before carrying out chargeable additional work.
13. Data protection and confidentiality
We handle personal information in accordance with our Privacy Notice.
Translation documents may contain personal, confidential or sensitive information. We take proportionate steps to protect information supplied to us.
Where necessary to provide the service, information may be processed using approved service providers, translators, subcontractors or technology providers subject to appropriate confidentiality, security and data-protection arrangements.
Our translators and subcontractors who currently process client translation material are UK-based.
Current approved work tools include:
- ChatGPT Business;
- Microsoft Word; and
- Microsoft Excel.
We also use approved cloud storage and business systems where reasonably necessary.
Project content is handled in accordance with our retention arrangements. Translation project material is 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 it.
Further information is available in our Privacy Notice.
14. Intellectual property and your documents
You confirm that you are entitled to provide the source material to us for translation or other requested services.
You remain responsible for any third-party intellectual-property rights in the source material.
Subject to full payment and any rights belonging to third parties, you may use the commissioned translation for the purpose for which it was supplied.
Korwen retains ownership of its pre-existing:
- methods;
- systems;
- templates;
- processes;
- terminology resources;
- know-how; and
- other proprietary business materials.
15. Our liability to consumers
We are responsible for providing the contracted translation or language service with reasonable care and skill.
We do not exclude or restrict liability where it would be unlawful to do so.
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 a document for defects, falsity, illegality, lack of authenticity or factual inaccuracies inherent in source material supplied to us, unless we expressly agreed to provide a separate verification service covering the relevant matter.
Nothing in these Terms 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 caused by circumstances genuinely outside our reasonable control to the extent that those circumstances prevent performance.
We will take reasonable steps to minimise the effect of such circumstances and resume performance as soon as reasonably practicable.
This does not affect rights that applicable consumer law gives you where performance is delayed or cannot be completed.
17. Complaints
If you are dissatisfied with our service, please contact:
We will investigate complaints fairly and reasonably.
Please also see our Complaints Procedure.
Data-protection complaints are handled in accordance with our applicable data-protection complaints procedure.
18. Governing law
These Consumer Terms are governed by the law of England and Wales.
However, if you are a consumer resident elsewhere in the United Kingdom, you retain any mandatory consumer protections and court rights that applicable law gives you in your home jurisdiction.
MODEL CANCELLATION FORM
You may use this form if you wish to cancel a contract during an applicable statutory cancellation period. Use of this form is optional.
To:
Korwen Ltd
124 City Road
London
Greater London
England
EC1V 2NX
United Kingdom
Email: contact@korwen.uk
I hereby give notice that I cancel my contract for the following service:
Service ordered:
Date ordered:
Name of consumer:
Address of consumer:
Signature of consumer (only if this form is sent on paper):
Date:
PART B — BUSINESS TERMS & CONDITIONS
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.
A contract is formed when the Customer:
- accepts our quotation;
- issues a purchase order that we accept;
- gives written instructions to proceed; or
- otherwise accepts the agreed scope and price.
The quotation or order confirmation and these Terms together form the contract unless otherwise expressly agreed in writing.
2. Scope of services
We will provide the translation, proofreading, certification or other language service described in the quotation or order.
Any service outside the agreed scope requires separate agreement and may incur additional charges.
Changes to:
- source material;
- word count;
- target language;
- delivery requirements;
- certification requirements;
- formatting;
- deadlines; or
- other material instructions
may require a revised price and/or deadline.
3. Customer responsibilities
The Customer must:
- provide complete, legible and lawful source material;
- provide accurate instructions;
- identify relevant deadlines before work begins;
- identify the intended audience or purpose where relevant;
- identify any mandatory terminology, certification, formatting or authority-specific requirements before work begins;
- confirm that it has sufficient authority to provide personal, confidential or other protected information to Korwen;
- respond reasonably promptly to queries or proofs where requested; and
- not treat a translation or certification of a translation as authentication of the source document itself.
The Customer is responsible for checking any specific requirements imposed by the organisation or authority to which the translation will be submitted unless Korwen has expressly agreed in writing to undertake that check as part of the service.
4. Source-document authenticity
Unless expressly agreed in writing as a separate service, Korwen does not undertake:
- forensic examination;
- authentication;
- provenance verification;
- verification of signatures;
- verification of seals or stamps;
- verification that a document was validly issued;
- verification of factual statements contained in the document; or
- verification of the legal validity of a source document.
Translation or certification of a translation does not authenticate the underlying source document.
Please also see our Document Authenticity Disclaimer.
5. Professional standard, accuracy and corrections
Korwen will perform the contracted service with reasonable professional care and skill.
If the Customer believes that a translation contains an error, it must notify Korwen promptly and provide sufficient information to allow the matter to be reviewed.
Where reasonably appropriate, Korwen must be given a reasonable opportunity to:
- investigate the alleged error;
- determine whether a correction is required; and
- correct a substantiated error
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.
6. Fees and payment
Unless Korwen expressly agrees otherwise 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 grants a business Customer credit terms, the agreed payment period will be stated in writing.
If credit is expressly granted but no other payment period is stated, payment is due within 14 days of the invoice date.
Korwen may suspend further work for overdue undisputed sums, subject to applicable law and any contrary written agreement.
Additional work outside the agreed scope may be charged separately where agreed with the Customer.
7. Purchase orders
A Customer purchase order is an administrative document unless Korwen expressly agrees otherwise in writing.
Terms printed on or incorporated into a Customer's purchase order or procurement system do not replace or amend these Terms merely because Korwen receives or processes the purchase order.
Any variation must be expressly agreed by Korwen in writing.
8. Confidentiality and data protection
Each party must protect the other party's confidential information and comply with applicable data-protection law for processing 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.
Where Korwen acts as a processor on behalf of a business Customer, the parties will ensure that appropriate controller-processor terms are in place where legally required.
Korwen may use appropriately vetted translators, subcontractors and service providers where reasonably necessary to perform the service, subject to appropriate confidentiality, security and data-protection controls.
Korwen's translators and subcontractors who currently process client translation material are UK-based.
Further information is available in our Privacy Notice.
9. Technology, CAT and AI-assisted tools
Korwen may use approved document-processing, terminology, quality-assurance, CAT, machine-translation or AI-assisted tools where their use is compatible with:
- the agreed scope;
- applicable confidentiality requirements;
- contractual restrictions;
- data-protection requirements; and
- Korwen's internal information-security requirements.
Current approved work tools include:
- ChatGPT Business;
- Microsoft Word; and
- Microsoft Excel.
Confidential client material must not knowingly be entered into unapproved public AI services for translation work.
10. Retention of records and project material
Project information is handled in accordance with Korwen's retention arrangements.
Source documents, translations and related project content are not ordinarily retained for more than five years and may be deleted substantially earlier where there is no continuing operational, contractual, legal or evidential reason to retain them.
Accounting, commercial, dispute, insurance or other records may be retained for longer where legally required or reasonably necessary.
Normal deletion may be suspended where relevant information is subject to a legal hold, complaint, dispute, investigation or actual or reasonably anticipated legal proceedings.
11. Intellectual property
The Customer warrants that it has sufficient rights or authority to provide the source material to Korwen for the contracted service.
Subject to full payment and any third-party rights, Korwen grants or transfers to the Customer such rights in the commissioned translation as Korwen is legally able to grant or transfer.
Korwen retains all rights in its pre-existing:
- tools;
- methods;
- processes;
- templates;
- terminology resources;
- systems;
- know-how; and
- other proprietary material.
Unless expressly agreed otherwise, the Customer does not acquire rights in those pre-existing materials merely because they were used in providing the service.
12. Liability
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.
Korwen is not responsible merely by virtue of translating a document for:
- defects in the source material;
- false 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 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 contractual financial liability limit applies to an order, that limit will be stated in the quotation, order confirmation or another written agreement.
Nothing in these Terms creates or implies a different 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 losses and must not knowingly create or increase avoidable loss after becoming aware of an alleged problem.
13. Third-party and receiving-authority decisions
Unless expressly agreed otherwise in writing, Korwen does not guarantee that a particular:
- government department;
- embassy or consulate;
- court;
- university;
- bank;
- employer;
- professional body;
- regulator; or
- other public or private organisation
will accept a translation.
Requirements vary between receiving organisations and may change.
Korwen will prepare the translation according to the agreed instructions, but the Customer remains responsible for confirming any organisation-specific requirements before ordering unless Korwen expressly agrees to do so.
14. Deadlines and delivery
Korwen will use reasonable professional efforts to meet an agreed or estimated deadline.
Unless expressly stated in writing to be guaranteed or an essential contractual deadline, completion dates are estimates based on the information and materials available when the quotation is issued.
Korwen is not responsible for delays caused by:
- incomplete or illegible source material;
- changes requested by the Customer;
- late responses to necessary queries;
- circumstances outside Korwen's reasonable control; or
- failures or delays by third-party postal, courier or communication services,
except to the extent applicable law provides otherwise.
15. Force majeure
Neither party is liable for delay or failure to perform to the extent performance is prevented by events outside its reasonable control.
The affected party must take reasonable steps to mitigate the effect of the event and resume performance when reasonably possible.
Payment remains due for services already properly performed.
16. Termination
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 work where:
- an undisputed payment is materially overdue;
- continuing the work would be unlawful;
- the Customer requires Korwen to act unlawfully or unethically;
- necessary source material or instructions are not provided; or
- another serious circumstance makes continued performance unreasonable,
subject to applicable law and the particular contract.
Termination does not affect rights and liabilities that accrued before termination.
The Customer remains liable for services properly performed and agreed costs properly incurred before termination.
17. Complaints and disputes
Complaints should be sent to:
The parties should, where appropriate, attempt in good faith to resolve a dispute before commencing proceedings.
Please also see our Complaints Procedure.
Data-protection complaints are handled under Korwen's applicable data-protection complaints procedure.
18. Variations
No change to these Business Terms or to an agreed order will be binding unless it is agreed by Korwen in writing, except where applicable law provides otherwise.
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 expressly stated otherwise, a person who is not a party to the contract has no right to enforce its terms.
22. Entire agreement
For business-to-business contracts, these Terms together with the applicable quotation, order confirmation and any other written terms expressly agreed by Korwen constitute the agreement concerning the contracted service.
The Customer acknowledges that it has not relied on a representation that is not contained in those documents, but nothing in this clause excludes liability for fraud or fraudulent misrepresentation.
23. Governing law and jurisdiction
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.
CONTACT
Korwen Ltd
Trading as Korwen
124 City Road
London
Greater London
England
EC1V 2NX
United Kingdom
Company number: 09038909
Email: contact@korwen.uk
Terms & Conditions — Version 12.5
Effective date: 10 August 2026