General Terms & Conditions

Last updated: 07th July 2025

IMPORTANT — Acceptance of any quotation, purchase order, or invoice issued by NN Translations EOOD constitutes the Client’s full acceptance of, and agreement to be bound by, these General Terms and Conditions (the “Terms”). If the Client does not agree to these Terms, the Client must not proceed with the order.

1. Scope

These Terms govern the provision of all language and related professional services—including translation, editing, proofreading, transcreation, localization, linguistic validation, cognitive debriefing, readability testing of patient-information leaflets (PILs), project management, regulatory support, and consulting/outsourcing, as well as other services as may be agreed between the parties—(collectively the “Services”) supplied by NN Translations EOOD (hereinafter “NN Translations,” “we,” “us,” or “our”) to any individual or entity (the “Client,” “you,” or “your”), unless superseded by a separate written agreement signed by an authorised representative of NN Translations.

Information about the provider of the Services:

NN TRANSLATIONS EOOD

UIC 203333535

VAT registration: BG203333535

Registered seat and addresses of management: Republic of Bulgaria, Sofia 1000, Krasno selo Municipality, 26 Smarch Street, entrance A, fl. 4, app. 22

Address for correspondence: Republic of Bulgaria, Sofia 1000, Krasno selo Municipality, 26 Smarch Street, entrance A, fl. 4, app. 22

E-mail: info@nntranslations.com

Phone: +359 878 690 333

By using our Services, you agree to these Terms. Please read them carefully before you start using the Services.

If you are using our Services on behalf of a company or other legal entity, you represent and warrant that you have the legal authority to bind that entity to these Terms and Conditions (in which case, the term “you” as used in these Terms refers to that entity). If you do not have this authority, or if you do not agree with these Terms, you must not accept them or use the Service. Any attempt to use our Services on behalf of an entity without proper authority is prohibited, and we reserve the right to hold you personally responsible for any obligations arising from such unauthorized use.

By using our Services you represent that you are 18 years of age, or of the age of majority in your place of residence or jurisdiction.

2. Definitions

Term	Meaning
Original Work(s)	Any documents, files, data, or other materials provided by the Client for the purpose of receiving the Services.
Translated Work(s)	Any deliverable produced by NN Translations from the Original Work(s) in the course of performing the Services.
Quote / Quotation	The written commercial offer (including price, scope, deadlines, and any special conditions) issued by NN Translations in response to a Client request.
Project	A distinct assignment comprising one or more Services, performed under an accepted Quote.

3. Order Acceptance & Precedence

3.1 Project Workflow Overview

The assignment and acceptance of each Project generally follows the following sequence:

1. The Client shall submit the Original Work(s), instructions, and any reference materials (e.g., glossaries, deadlines) to NN Translations;
2. NN Translations shall review the request and issue a written quotation—typically within 24 hours. Quotations for complex or large assignments shall be issued within 96 hours. NN Translations has no obligation to provide the requested Services and may, at its sole discretion, refuse to accept any request and choose whether or not to issue a written quotation for any reason;
3. Upon written and emailed confirmation of the Quotation, NN Translations shall proceed with the Services in accordance with the agreed scope and timeline;
4. NN Translations will notify the Client promptly of any changes or delays and request a reasonable extension, if necessary.
5. Quotation Validity. Written Quotations remain valid for 30 calendar days unless otherwise stated in them. Oral quotations are non-binding.
6. Formation of Contract. NN Translations will only proceed with the execution of a Project after receiving a signed Acceptance Form for these Terms and Conditions and a valid Purchase Order from the Client, sent by email. A binding contract is considered concluded when the Client expressly accepts the Quote in writing by email, and by issuing a Purchase Order. Any such acceptance constitutes full agreement to these Terms. The Client’s Purchase Order must include the full legal entity name, registered and billing addresses, official company identification number (e.g., VAT number, tax ID, or company registration number), purchase order number, date of issue, project or quote reference, description of services, total agreed amount and currency, and the contact details of the responsible person.
7. Precedence. If these Terms conflict with any Client-supplied terms, these Terms shall prevail unless NN Translations expressly agrees otherwise in writing in a separate signed document. The Client accepts these Terms even if they differ from its own general or specific purchase conditions. If there is a conflict between these Terms and a Quote, the Quote shall control for that conflict.
8. The Client accepts that the Quote is formulated by NN Translations based on the preliminary information provided by the Client and that, therefore, NN Translations reserves the right to modify costs and/or delivery times upon receipt and evaluation of the final Original Work(s).

4. Services & Methodology

1. The Services will be performed in accordance with recognised industry standards and (where applicable) ISO 17100 (translation services) and ISO 9001 (quality management).
2. Unless agreed otherwise, our ISO 17100-compliant workflow includes: translation by a subject-specialist linguist; independent revision; translator reconciliation; in-house validation; and final project management quality check.
3. However, NN Translations is not obligated to provide revision, proofreading or any additional linguistic services unless the Client has explicitly requested these services in writing at the time of Quote request.
4. The Client bears sole responsibility for the accuracy of the Original Work(s) and for providing clear instructions, reference materials, specialised glossaries, and desired formatting or style conventions.

5. Fees & Quotations

1. Prices are stated in the Quote and are exclusive of VAT, banking fees, and delivery costs beyond standard electronic delivery.
2. Translation projects are generally priced per source-word; hourly or fixed fees apply to other Services. Projects under 350 words may be subject to a minimum charge which is stated in the relevant Quote.
3. NN Translations may adjust the Quote if the scope changes (e.g., additional language pairs, accelerated delivery) subject to Client’s prior approval.

6. Payment Terms

1. Invoicing. Invoices are issued upon completion of each Project (or monthly for ongoing work). NN Translations may issue interim invoices for phased Projects or engagements longer than 60 days. For first-time Clients, a 50% advance payment is required before the start of the first Project, regardless of the total cost. For long-term Projects (e.g., those lasting 2 months or more), NN Translations requires a 50% advance payment upfront and will invoice monthly for the remaining balance as the work progresses. For any Project where the total cost exceeds EUR 10,000 (ten thousand euro), NN Translations reserves the right to request a 50% advance payment to ensure smooth project execution, no matter how long it will take to complete the project.
2. Due Date. Invoices are payable within 30 days of the invoice date unless otherwise stated in the Terms and Conditions Acceptance form.
3. Late Payment. Amounts unpaid after the due date accrue interest at 10% per annum, calculated daily, after a 15-day cure period following a written notice from NN Translations to the Client.
4. All payments shall be made in full, without set-off or deduction. Taxes, duties, or bank charges are borne by the Client.
5. In case of non-payment or late payment within the terms agreed and accepted by the Client, NN Translations shall have the right to terminate the contract.

7. Delivery & Deadlines

1. Delivery dates are indicative. NN Translations gives an estimated time for Service completion, but cannot guarantee an exact delivery time. NN Translations will use reasonable endeavours to meet agreed deadlines. If delays become likely, we will inform the Client promptly and request a mutually acceptable extension, which the Client shall not unreasonably withhold. Unless otherwise expressly agreed by NN Translations, time is not of the essence for delivery or performance, and no delay shall entitle the Client to reject any delivery.
2. Delivery is deemed complete when the Translated Work(s) are sent electronically to the Client’s designated email or file-sharing location, or despatched by other agreed means.

8. Changes, Cancellation & Suspension

1. Changes. Any Client-requested changes to the scope after Quote acceptance may result in revised fees and/or deadlines. Any modification and/or addition to the Original Work(s) must be submitted by the Client to NN Translations with clear instructions regarding the change and its position relative to the previously delivered materials.
2. Cancellation.
   • If the Client cancels within 24 hours of Quote acceptance, the Client shall pay to NN Translations 30% of the quoted amount.
   • For cancellation after 24 hours, NN Translations may invoice the full Project amount plus any external costs incurred.
3. Suspension. If a Project is suspended or postponed by the Client for more than 15 days, NN Translations may invoice all completed work to date and any additional costs reasonably incurred.

9. Confidentiality

1. Obligation of Confidentiality. NN Translations treats all Original Work(s) and related information as confidential and will ensure that employees and subcontractors are bound by confidentiality obligations at least as stringent as those herein.
2. Use and Protection. Confidential information shall be used solely for performing the Services and protected with the same degree of care NN Translations applies to its own confidential data.
3. No Disclosure. NN Translations shall not disclose Confidential Information to any third party without the Client’s prior written consent, except to personnel or subcontractors who need access to such information to perform the Services and who are bound by confidentiality obligations.
4. Return or Destruction. Upon completion of the Services or termination of the Agreement, NN Translations shall, upon written request, return or securely destroy all Confidential Information provided by the Client, except where retention is required by law or for audit/compliance purposes.
5. Exceptions. The obligations in this clause shall not apply to Confidential information that (a) is or becomes publicly known through no breach by NN Translations; (b) is lawfully obtained by NN Translations from a third party not bound by confidentiality; or (c) is independently developed by NN Translations without use of the Client’s Confidential Information; or (d) NN Translations is forced to disclose because of legal regulations or a legal decision of a competent court, arbitral tribunal, National Revenue Agency, National Insurance Institute, State Agency for National Security, or of another comparable authority.

10. Personal Data (GDPR)

1. Where the Original Work(s) contain personal data, the Client acts as data controller and must inform NN Translations accordingly. NN Translations acts as data processor and will sign a separate data-processing agreement where required.
2. NN Translations implements appropriate technical and organisational measures to safeguard personal data in compliance with its internal data protection policies and applicable data protection legislation, including Regulation (EU) 2016/679 (GDPR).
3. The Client acknowledges its responsibilities under GDPR and confirms that any personal data provided to NN Translations has been collected and shared in compliance with applicable data protection laws, with all necessary consents and legal bases in place, and that NN Translations is lawfully permitted to process such data for the purposes of providing the Services.

11. Confidentiality of Operational and Reference Documents

NN Translations may, at its sole discretion, share internal documentation such as Standard Operating Procedures (SOPs), Project Workflows, Quality Manuals, Quality Procedures, Guidelines, Internal Glossaries, and other reference materials with the Client to support the execution of specific services.

All such documents are the exclusive intellectual property of NN Translations and are provided solely for the Client’s internal use during the term of the collaboration. These materials are strictly confidential and may not be copied, disclosed, distributed, or used for any other purpose, including sharing with third parties, without NN Translations’ prior written consent.

Any unauthorized use or disclosure will be considered a material breach of these Terms and Conditions and may result in immediate termination of the agreement and legal action.

12. Intellectual Property & Ownership

1. Subject to full payment, the Client obtains all intellectual-property rights in the Translated Work(s). Until payment is received, NN Translations retains title and may withhold or revoke the licence to use the Translated Work (s). Unauthorized use without complete payment is prohibited and may lead to legal actions to protect our rights and recover damages.
2. NN Translations may retain secure copies of Original and Translated Work(s) for quality, backup, and legal-compliance purposes.
3. The Client warrants that it owns—or has secured lawful rights to use—any Original Work(s) and shall indemnify NN Translations against all claims arising from their content.
4. Third party content and trademarks displayed on the Services are owned by their respective owners and may not be reproduced in whole, or in part, without the express written permission of the owner.
5. If the Client submits feedback or suggestions about our Services, we may use your feedback or suggestions without any obligation to you.

13. Quality & Complaints

1. The Client shall review all deliverables upon receipt. Any complaint regarding quality must be made in writing within 15 calendar days after delivery, referencing specific sections in the Original and Translated Work(s).

   Any change requests or corrections during this period will be handled in accordance with our Procedure for Handling Poor Translation Quality and Missed Deadlines.

   This procedure can be provided upon request or sent in advance for review prior to signing the Client Acceptance Form, if preferred.

   Feedback received after the 15-day period may still be reviewed at our discretion; however, any corrections, revisions, or retranslation work requested after this period may be subject to additional fees.

   • Corrections refer to minor fixes, such as spelling or formatting issues.

   • Revisions involve more extensive edits for style, tone, terminology, or consistency.

   • Retranslation applies when large sections or entire files need to be translated again due to scope changes or rejected quality.

   The scope and cost of such rework will be assessed based on the nature and volume of the requested changes.

   2. Complaints concerning purely stylistic preferences are invalid unless the Client supplied explicit style guidelines in advance.
2.  
3. If the Client does not raise a complaint within the 15 calendar day period after delivery, the Services shall be deemed “Approved” and once “Approved”, no alterations, revisions, or refunds of the Services shall be provided.
4. If a complaint is substantiated within 15 calendar days, NN Translations will correct the deliverable at no additional cost within 30 business days (or as otherwise agreed). Complaints do not postpone or cancel payment obligations.

14. Liability & Indemnification

1. NN Translations’ liability will be limited to correcting errors or providing refund.
2. The Service and the Translated Work (s) are provided “as is”. Other than as expressly set out in these Terms or additional terms, neither NN Translations nor its translators, contractors, or suppliers make any specific promises about the Services. We don’t make any commitments about the content within the Services, the specific functions of the Services, or their reliability, availability, or ability to meet your needs. We provide the Services “as is”.
3. The Client is solely responsible for ensuring that all provided Original Work(s) are legible, accurate, and complete. NN Translations shall not be held liable for errors, omissions, or delays resulting from defective source materials.
4. NN Translations’ total aggregate liability for any claim arising out of the Services shall not exceed the amount of the invoice for the Project in question, except in cases of gross negligence or wilful misconduct.
5. NN Translations is not liable for indirect, incidental, consequential, punitive, or exemplary damages, including but not limited to, loss of profit, data, or business, business interruption, arising from the performance of Services.
6. The Client agrees to indemnify, defend, and hold harmless NN Translations and its officers, employees, and subcontractors from and against any and all claims, losses, liabilities, costs, expenses and damages (including reasonable legal fees) arising from:
   • Any alleged or actual infringement based on the Original Work(s), or
   • The Client’s breach of these Terms, or
   • The Client’s negligent, reckless or intentionally wrongful act or by its employees, contractors or agents, or
   • The Client’s failure to perform its obligations or exercise its rights in accordance with all applicable laws, rules and regulations.

15. Subcontracting

The Client acknowledges that NN Translations may engage and use qualified subcontractors or freelance linguists to perform all or part of a Project but remains responsible for the quality and timely delivery of the Services.

16. Client Materials & Risk

The Client is responsible for providing the Client Materials to be translated, materials describing the context of the translation, and all other necessary materials (glossary guide, etc.) when placing the request. NN Translations may make recommendations on which source materials and in what format to provide source materials, but ultimately the quality of the results will depend on the clarity, accuracy, and comprehensiveness of the Client’s source materials and instructions provided.

Client-supplied materials are provided at the Client’s risk. NN Translations accepts no liability for loss, corruption, or damage of such materials. Physical materials not collected within 12 months may be securely destroyed.

We disclose the Client Materials to potential translators and contractors, in order to provide you the Service (e.g., previewing the content in order to decide whether to engage the request). You are solely responsible for editing or removing any confidential or personally identifiable information in the Client Materials if you do not wish to disclose that information.

The Client represents and warrants that it has all necessary right, title, and interest in the Client Materials, and that the Client Materials will not and do not infringe or violate any third party’s rights, do not violate any law, and do not contain any offensive or unacceptable content.

17. Non-Solicitation of Personnel

If the Client (or its affiliates) directly or indirectly solicits, employs or contracts any linguist, project manager, or other service provider who, in the previous 12 months, performed work for the Client via NN Translations, the Client shall pay NN Translations a fee equal to 15% of that person’s gross annual remuneration or €2,500 (whichever is higher).

18. Prohibited Content

NN Translations reserves the right to refuse, suspend, or cancel any Project containing material that is illegal, defamatory, obscene, or otherwise infringing. The Client warrants that all content supplied complies with applicable law.

19. Force Majeure

Neither party shall be liable for failure or delay in performance caused by events beyond reasonable control (including natural disasters, war, strikes, power failure, severe disruptions in digital communication networks or cyberattacks, state or local bans or restrictions or pandemics). The affected party shall notify the other promptly. Outstanding work already performed will be invoiced and payable.

20. Severability

If any provision of these Terms is held unenforceable, the remaining provisions shall continue in full force and effect. The unenforceable provision shall be replaced by a valid one that most closely reflects the original intent of the parties.

21. Amendments

NN Translations may revise and modify these Terms from time to time. The version in force on the date the Client accepts a Quote will apply to that Project. The latest version is available at https://nntranslations.com/terms-conditions/. You should look at the Terms regularly. If you do not agree to the modified Terms for a Service, you should discontinue your use of that Service.

22. Governing Law & Jurisdiction

These Terms are governed by, and construed in accordance with, the laws of Bulgaria. Any claims or disputes arising from or related to these Terms and/or the Services, including their interpretation, application, or execution, shall be resolved by the competent court in the city of Sofia, Bulgaria.

23. Termination of the Contract

1. Either party may terminate the contract with immediate effect by giving a written notice to the other party if: (i) the other party commits a material breach of any of its obligations under these Terms, and, if such breach is capable of remedy, fails to remedy the breach within 10 (ten) business days of receiving a written notice specifying the breach and requiring its remedy; (ii) the other party becomes insolvent, files for bankruptcy, or enters into any arrangement with its creditors that affects its ability to perform its obligations under these Terms; or (iii) the Client violates the provisions governing intellectual property rights or any other proprietary rights as set out in these Terms.

2. NN Translations reserves the right to terminate the contract immediately in the event of non-payment or late payment by the Client as set out in clause 6.5. In such cases, any work completed by NN Translations up to the date of termination will be provided to the Client, subject to full payment of the outstanding amounts.

3. In the event of termination for any reason: (i) the Client shall pay NN Translations for all Services rendered up to the effective date of termination, including any applicable interest or fees for late payments as set out in these Terms; (ii) NN Translations shall return any Original Work (s) provided by the Client that has not yet been translated, unless the Client requests otherwise; (iii) the obligations related to confidentiality, non-solicitation, and indemnification shall survive the termination.

4. Each contract shall automatically terminate upon NN Translations delivery of the Translated Work(s) and the Client’s full payment, unless otherwise agreed in writing.

24. General

These Terms control the relationship between NN Translations and you. They do not create any third-party beneficiary rights.

If you do not comply with these Terms, and we do not take action right away, this does not mean that we are giving up any rights that we may have (such as taking action in the future).