QUALITY GUARANTEE AND REFUND CONDITIONS

1. Guarantee Conditions

The quality of services provided by our Company is guaranteed by us under the following conditions: You must check the work when it is delivered to you. For the guarantee conditions to apply, any errors must be notified in writing to the projects@referansceviri.com e-mail address with 3 (three) days of the delivery date at the latest.

Within translation or related services, any changes made to the source or target text , changes in the media where the text has been placed (file, file type, design format, multimedia or code, etc.), or targeting the service at a region or community other than that previously specified shall invalidate the service guarantee. Context and purpose are very important in organizing translations; therefore, our Company cannot guarantee that a delivered translation is going to be appropriate for the newly stated purpose or context if is it used in a context or purpose different from that stated when the order was made.

2. Quality Criteria

Therefore, aware that it is conducting a business that is extremely sensitive and vulnerable to error, Referans Çeviri has developed the most detailed quality procedures in the sector. Specially developed processes cover details ranging from the fundamental points of the agreement made with the customer, through how it is possible to create quality in translation services, to the qualifications of the experts participating in the production process, and adopt the following criteria as targeted outcomes:

• Accuracy: The translated texts are accurate in terms of content and terminology considering the functionality of the text.
• Completeness: The source text has been translated completely into the target text with no gaps or anything missing, etc.
• Consistency: The target text is consistent from start to finish with respect to both narrative and terminology.
• Fluency: The target text's language is fluent and uses a style that is easy to understand.
• Punctuation and Spelling: The target text contains no errors in punctuation or spelling.
• Timely Delivery: A deadline agreement for the translation is made with the customer at the start and the translation is delivered in full at the time stated in the agreement.

Our Company guarantees the aforementioned quality criteria as a minimum; in addition to this, if there are any criteria developed mutually with the customer or specific to the project, they are recorded in writing and an agreement or an inseparable annex to an agreement is made.

3. Scope of Guarantee, Objections, and Refund

      3.1 Our Company guarantees that the translation services it provides shall meet the quality criteria stated above. In the event that any violations of these stated quality criteria are found in the delivered work or deficiencies in their quality or any defects within the scope of the specified criteria are identified and reported as explained below, the necessary correctional work will be carried out as soon as possible.

      3.2 The customer may object to translated texts that are completed and delivered. Quality Objections: If a provision of service agreement mutually arranged with the customer exists and if said agreement clearly states an objection period, corrections shall be made within this period; if there is no such agreement or if there no objection period stated in the agreement, corrections shall be made within 3 (three) working days.

      3.3 Any objections must be submitted in writing along with examples of the alleged errors and a request to check the translated text and correct it in accordance with these examples. Any objection to the delivered text is deemed as not having been made if it is not submitted on time, presented in writing, or made without inclusion of justification and shall not stop the payment accrued or to be paid for the service in question.

      3.4 The Company reserves the right to file a counter objection to the customer's quality objection on grounds that the objection is unfair. The period for filing a counter objection is the same as the objection period offered to the customer. If counter objections are not made on time, in writing, or with justifications, they shall be deemed as not being made and as approval of the customer's objection.

      3.5 If the customer's objection is justified or if the counter objection is not submitted in accordance with the procedure specified here, the request for correction is approved and the necessary correction work is carried out. The period granted for correction work is half the period granted to complete the translation in question.

      3.6 Failure to fulfill an approved correction request on time means refraining from making the correction and removes any payments accrued or to be paid for the translation work in question. Payments made for the said translation work are returned to the customer within three (3) working days at the latest, identical to the amount entered into our bank account or safe.

      3.7 If a counter objection is not accepted, the opinion of an expert on the subject is sought. It is the Supplier's responsibility to prove that the counter objection filed by the Supplier is justified. The expert whose opinion on the justification or otherwise of the counter objection is to be sought shall be determined by the Supplier and approved by the customer. The expert to be proposed must be a reputable professional with at least 10 (ten) years of experience in the field of translation and at least a bachelor's degree in language and literature or translation sciences.

      3.8 All parties agree and pledge that the expert's opinion is final and binding.

      3.9 If in the opinion of the expert the customer is right, the customer is relived of the obligation to pay for the work, and in addition

      3.9.1 If an official invoice has been made for the work in question and if 8 (eight) days have not passed since the invoice date, the invoice is canceled and any down payment or similar payments that have been made are refunded in kind;

      3.9.2 If an official invoice has been made for the work in question and if more than 8 (eight) days have passed since the invoice date, a refund invoice to the same amount is made by the customer and in addition any down payment or similar is refunded in the same way in kind;

      3.9.3 If no official invoice has yet been made for the work in question but down payments or similar amounts have been received, the amounts in question are refunded in kind;

      3.9.4 If no official invoice has yet been made for the work in question and no down payment or similar amount has been received, any amounts accrued for the translation work in question are eliminated.