Frequently asked questions
Here you will find answers to many questions about tolingo
What is tolingo, how does tolingo work?
tolingo is an online translation agency. We make the allocation and processing of translation orders considerably more transparent and flexible for clients and translators than is the case at traditional agencies. Our focus lies on three criteria: quality, speed and cost-effectiveness.
The course of a translation order begins when the client enters the text to be translated. This text will then be processed directly by a suitable translator within the system and then checked by another translator with the same qualifications. After a successful check, the translated text is delivered to the customer.
Does it cost me anything to register with tolingo?
No, an account with tolingo is completely free, both for customers and translators.
Into what languages can I have my text translated?
With over 6,000 certified translators, tolingo offers over 220 language combinations. You will find all sufficiently available language combinations in our cost calculator. If you need a different language combination, give us a call and we will try to fulfil this.
What can I do if the cost calculator doesn’t recognise my text?
If you encounter problems when uploading your file, please send an e-mail to sales@tolingo.com. We’ll then take care of your enquiry as quickly as possible.
Is there a minimum order value at tolingo?
Even translations of just a few words involve administrative work: e-mails and invoices must be written, and money transferred. This is why we have a minimum order value of £ 13.41 in place to cover these costs.
Our tip: in the case of particularly small texts without any content, inform the translator in the briefing about the purpose of the translation and its context in order to obtain an optimal result.
Is the quote from the cost calculator final, or could there be additional costs if the translation is actually longer or more difficult?
We keep to our word: the price that you receive in a quote via the cost calculator or in a personalised offer from us is guaranteed. Please note that these are net prices.
What’s the payment process at tolingo?
Payments for translations must always be made in advance and can be made by credit card, PayPal, bank transfer or direct debit. Payment on invoice is possible for regular and business customers. Please send enquiries regarding this to sales@tolingo.com.
Is it possible to express certain wishes with regard to my translation?
With every order you have the option of leaving the translator a briefing in the comments field. This enables you to inform the translator of particular preferences or notes about the translation in order to obtain the best possible result. Please try to always formulate your information in a compact and clear way. If there should still be questions about your order, the translator can enquire via tolingo. In this case, you will be notified by us immediately.
How is the quality of all translations ensured at tolingo?
tolingo only works with verifiably qualified expert translators when processing your individual order. All translators at tolingo are committed to carefully checking their work. In addition, every translation is proofread by another translator with the same expert qualifications in order to ensure the highest quality standards.
How quickly will my text be translated at tolingo?
The date and time of delivery for your translation is shown in your quotation or offer. If you require a text particularly quickly, you can place an express order for an extra charge.
How do I know when my translation is finished and how do I get the finished document?
As soon as your translation is finished, you will receive an e-mail containing a link which will take you directly to your translation. You can then decide whether you want to receive your text by e-mail or download it directly as a document. If you have special requirements with regard to the delivery of your translations, please discuss these with your personal contact person.
In what file format will I receive my translation?
Documents which have formatting that can be read electronically will be returned to you in the same format after translation. If this is not the case (such as for pdf files), you will receive your translation as pure text. Please note: images and text in images are generally not included in the translation. You are welcome to order this for an extra charge by e-mailing sales@tolingo.com.
Why do I need an account with tolingo and can I delete this later?
The account serves to manage your translation orders at tolingo. There, you can place orders, observe how ongoing translations are developing and download finished documents.
On special request, you can delete your user account at tolingo at any time and without providing justification. Your personal data will then be deleted completely. To request the deletion of your user account, please send an e-mail to info@tolingo.com.
What happens with my personal data?
Naturally, we handle your personal data that is required for the smooth processing of your translation as strictly confidential (you can find more information about this in our data protection statement in the Legal notice).
Your account is protected by a password which is known only by you. This gives you full access to your personal data and you can completely delete it if you wish.
Who guarantees the security of sensitive data in commissioned translations for me?
Your texts are handled as strictly confidential at tolingo. As our translators work on your text directly in the tolingo system and so there is no need to download your document, it’s in good hands with us. In addition, all tolingo translators have agreed to our confidentiality clause and are therefore bound to absolute secrecy.
What happens in the case of a complaint?
If you should be dissatisfied with the quality of your translation, please contact your personal contact person or e-mail support@tolingo.com. We will look into your request as quickly as possible and discuss the next steps required with you.
