Terms & Conditions

These Terms and Conditions ("Terms") govern all orders placed with NZ Translations Ltd ("NZ Translations", "we", "us", "our") for translation and related services. By placing an order with us, you ("the Client") agree to be bound by these Terms in full. Please read them carefully before placing an order.

1. Definitions

• "Services" means certified translation, sworn translation, notarisation, apostille coordination, legalisation coordination, and any related services provided by NZ Translations.
• "Order" means a request for Services accepted by NZ Translations, whether made via our website, email, WhatsApp, or any other channel.
• "Document" means any document, file, image, or content submitted by the Client to NZ Translations for the purpose of receiving Services.
• "Certified Translation" means a translation accompanied by a Certificate of Accuracy signed by a qualified translator.
• "Delivery" means the completed translation being sent to the Client's nominated email address, or by post where agreed.
• "Quote" means a written price offered by NZ Translations for a specific Order, which becomes binding only when accepted by the Client and confirmed by NZ Translations.

2. Our Services

NZ Translations provides translation services for personal, legal, immigration, academic, medical, and business documents. Our services include:

• Certified translations with Certificate of Accuracy
• Sworn translations with Translator's Affirmation (before NZ JP)
• Notarised translations (signed by NZ Notary Public)
• Apostille coordination through the NZ Department of Internal Affairs
• Consular legalisation coordination

We reserve the right to decline any Order at our sole discretion, including where a document is illegible, the requested service is outside our capability, or we determine that accepting the Order would be inappropriate for any reason. We will notify you promptly if we decline an Order.

3. Ordering and Acceptance

An Order is placed when you submit a document and request our Services. An Order is accepted when we confirm acceptance in writing (by email or WhatsApp message). A binding contract between us arises only upon our written confirmation of acceptance.

We may request additional information or clarification before confirming acceptance of an Order. Submitting a document to us does not constitute a guarantee that we will accept the Order.

You represent and warrant that:

• You are authorised to submit the documents provided to us
• The information you provide to us is accurate and complete
• You are not submitting documents for any unlawful purpose
• You are at least 18 years of age, or acting with the authority of a parent or guardian

4. Pricing, Payment & Quotes

All prices are quoted and invoiced in New Zealand Dollars (NZD) and are inclusive of GST at the rate applicable at the time of invoicing.

A Quote provided by NZ Translations is valid for 7 days from the date of issue, unless otherwise stated. Quotes are fixed for the specific document and service described. Changes to the document, language pair, service type, or turnaround after a Quote has been accepted may result in a revised price, which we will notify you of before proceeding.

Payment is required in full before translation work commences, unless a credit arrangement has been agreed in writing with NZ Translations for corporate or law firm clients.

We accept payment by bank transfer (NZ bank accounts), credit card, and debit card. Payment instructions are provided on your invoice.

5. Turnaround Times & Delivery

Turnaround times stated in a Quote or on our website are estimates based on standard working conditions and begin from the time payment is received and all necessary documents and information have been provided by the Client.

Turnaround times are not guaranteed in circumstances beyond our reasonable control, including but not limited to: unexpected document complexity identified after acceptance of the Order, force majeure events, or the unavailability of a specialist translator for a rare language pair.

Where we anticipate a delay to the agreed delivery date, we will notify you as soon as reasonably practicable and propose a revised delivery date.

Standard delivery is by email as a PDF document. Physical hard copy delivery by courier is available as an add-on service and is subject to NZ Post and courier delivery timeframes, which are outside our control.

NZ Translations is not liable for delays caused by courier services, postal disruptions, or failures in the Client's email or receiving systems.

6. Your Responsibilities

You are responsible for:

• Providing clear, legible, and complete copies of all documents to be translated
• Advising us of the specific authority or institution to whom the translation will be submitted, so we can apply the correct format and certification type
• Advising us of any specific format requirements stipulated by the receiving authority before we commence work
• Ensuring that the documents you submit are genuine and not fraudulent, forged, or altered
• Providing original documents where required (e.g. for DIA citizenship applications) in a timely manner
• Checking the completed translation promptly upon delivery and notifying us of any concerns within 7 days of delivery

If a document submitted to us is found to be fraudulent, forged, or deliberately altered, NZ Translations reserves the right to immediately terminate the Order without refund and to report the matter to relevant authorities.

7. Quality, Accuracy & Revisions

NZ Translations is committed to producing accurate certified translations. All translations undergo dual review before delivery.

If you believe the completed translation contains an error or omission attributable to NZ Translations, you must notify us in writing within 7 days of delivery. We will review the matter and, if an error is confirmed, provide a corrected translation free of charge within a reasonable timeframe.

The following do not constitute errors and are not grounds for a free revision:

• Differences in translation style, phrasing, or word choice where the substance is accurate
• Changes to requirements you request after delivery
• Issues arising from information you provided to us that was inaccurate or incomplete
• Rejection by an authority for reasons unrelated to the translation itself (e.g. the authority's general processing decisions, changes in authority requirements after we commenced work)

Revision requests submitted more than 7 days after delivery, or requests for changes that go beyond correcting errors (such as re-translation into a different format or style), may be subject to additional charges.

8. Acceptance by Authorities

NZ Translations produces certified translations in accordance with our understanding of the requirements of NZ immigration authorities, government departments, courts, and institutions as at the date of the Order. We have maintained a 100% acceptance record across 50,000+ documents submitted to INZ, DIA, and NZQA since 2013.

However, NZ Translations does not guarantee that any translation will be accepted by any specific authority, court, or institution. Acceptance decisions are made entirely by those authorities and are outside our control. Factors affecting acceptance that are outside our control include:

• Changes to an authority's requirements or policies after we commenced work
• The authority's internal processing decisions
• Issues with the underlying application or supporting documents other than the translation
• The Client's failure to submit the translation in the correct format or alongside required supporting documents

If a translation produced by us is rejected by an authority specifically due to an issue with the translation itself (as distinct from other aspects of the application), we will investigate and provide a corrected translation at no additional cost. The Client must provide us with the rejection notice or correspondence from the authority to enable us to assess the specific concern.

9. Confidentiality

NZ Translations treats all documents submitted to us as strictly confidential. We will not disclose your documents or their contents to any third party other than the assigned translator, who operates under a confidentiality obligation.

Documents are permanently deleted from our systems within 30 days of Order completion. If you require an NDA, contact us before placing your Order and we will arrange one.

The Client agrees not to disclose any confidential information about NZ Translations' internal processes, pricing structures, or business operations that come to their attention in the course of their relationship with us.

10. Intellectual Property

The completed translation is a work product created for the Client. Upon full payment, the Client owns the translation output for their personal and commercial use.

NZ Translations retains ownership of all templates, methodologies, processes, and tools used in producing the translation. The Certificate of Accuracy and associated translator credentials documentation remain the intellectual property of the issuing translator.

All content on the NZ Translations website — including text, design, graphics, and code — is the intellectual property of NZ Translations and may not be reproduced, distributed, or used without our prior written consent.

11. Limitation of Liability

To the fullest extent permitted by New Zealand law, NZ Translations' total liability to you in connection with any Order — whether in contract, tort (including negligence), breach of statutory duty, or otherwise — is limited to the amount you paid for the specific Order giving rise to the claim.

NZ Translations is not liable for:

• Indirect, consequential, or special loss of any kind, including loss of opportunity, loss of income, or loss arising from delays in immigration or legal proceedings
• Loss or damage arising from the Client's failure to comply with their responsibilities under Section 6
• Loss arising from events outside our reasonable control
• The decisions of Immigration New Zealand, the Department of Internal Affairs, NZQA, NZ Courts, or any other authority in relation to documents we have translated
• Loss of documents submitted to us where the Client has not retained copies

Nothing in these Terms limits our liability for fraud, death or personal injury caused by our negligence, or any other liability that cannot be excluded under New Zealand law including the Consumer Guarantees Act 1993.

12. Cancellations & Refunds

You may cancel an Order at any time before we have commenced translation work and receive a full refund. To cancel, contact us immediately by WhatsApp or email with your Order reference.

Once translation work has commenced, cancellations are handled as follows:

• If the translation is less than 50% complete: a partial refund reflecting the uncompleted portion may be offered at our discretion
• If the translation is 50% or more complete: no refund is available, as the translator's time and effort cannot be recovered
• If the completed translation has been delivered: no refund is available except where the translation contains errors attributable to NZ Translations (see Section 7)

Refunds are processed to the original payment method within 5–10 business days of confirmation.

We do not offer refunds on the basis that an authority rejected an application for reasons unrelated to the translation itself, or that the Client has changed their mind about proceeding with an application.

13. Governing Law

These Terms are governed by and construed in accordance with the laws of New Zealand. Any dispute arising in connection with these Terms or our Services shall be subject to the exclusive jurisdiction of the courts of New Zealand.

Before initiating any formal dispute resolution process, we encourage clients to contact us directly to resolve concerns informally. We are committed to resolving disputes fairly and promptly.

14. Amendments

NZ Translations reserves the right to amend these Terms at any time. The current version of these Terms will always be available on our website. The Terms applicable to your Order are those in force at the time your Order was confirmed.

Continued use of our Services after an amendment constitutes acceptance of the updated Terms.

15. Contact

For any questions about these Terms, or to raise a concern about an Order, please contact us:

• Email: info@nztranslations.co.nz
• WhatsApp: +64 27 267 5539
• Business hours: Monday–Friday 8am–6pm, Saturday–Sunday 9am–5pm (NZT)