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Terms of Service

Last updated: 28 March 2026

1. About the Platform

LodgeHQ Translations ("the Platform") is an online marketplace operated by LodgeHQ Pty Ltd (ABN 52 696 192 677) that connects clients with NAATI-certified translators. The Platform facilitates the upfront pricing, payment, first-come acceptance, and delivery of certified translation services.

2. User Accounts

  • You must provide accurate information when creating an account
  • You are responsible for maintaining the security of your account credentials
  • Translators must hold valid NAATI accreditation and provide proof upon registration
  • We reserve the right to suspend or terminate accounts that violate these terms

3. How the Marketplace Works

For Clients:

  • You upload your document and select source/target languages on the Platform
  • The Platform displays a fixed price across three urgency tiers (Standard, Express, Urgent) based on document type, page count, and language pair
  • You select a tier and pay the displayed price upfront via Stripe (cards, Apple Pay, Google Pay)
  • The first available NAATI-certified translator approved for your language pair accepts the job
  • Your translated document is delivered digitally through the platform within the tier's turnaround window

For Translators:

  • You browse available pre-paid instant jobs matching your approved language pairs
  • You accept any job on a first-come, first-served basis — the first translator to tap Accept owns the work, exclusively
  • You complete the translation and upload the certified document inside the tier's turnaround window
  • Payment is released to you after the client approves the delivered translation, less the Platform's service fee

4. Pricing and Fees

  • Client pricing is fixed and displayed before payment, calculated from a published rate card based on document type, page count, urgency tier, and language pair
  • The Platform retains a 15% service fee plus 10% GST on that fee (a 16.5% effective deduction) from the gross order value; the remainder is paid to the translator
  • All prices are in Australian Dollars (AUD) and inclusive of GST where applicable
  • Payments are processed securely via Stripe

5. Quality and Certification

All translators on the Platform must hold valid NAATI accreditation. Translations produced through the Platform are certified by the assigned translator and are accepted by the Australian Department of Home Affairs, courts, and government bodies.

The Platform verifies translator credentials but does not guarantee the accuracy of individual translations. Disputes regarding translation quality should be raised through the Platform's dispute resolution process.

6. Confidentiality

Translators agree to maintain strict confidentiality of all client documents and information accessed through the Platform — including documents viewed at the inbox stage before a job is accepted, not only those received after assignment. Translators must not download, store outside the Platform, redistribute, screenshot, or otherwise reproduce client documents except as required to complete the translation work for which they have been engaged. Unauthorised disclosure, redistribution, or misuse of client documents will result in immediate account termination, may be reported to NAATI, and may result in legal action.

7. Refunds and Disputes

  • Clients may raise a dispute if the translation does not meet the specified requirements
  • Disputes are reviewed by Platform administrators
  • Refunds may be issued at the Platform's discretion for quality issues
  • Orders cancelled before a translator is assigned are eligible for a full refund

8. Intellectual Property

Clients retain ownership of their original documents. Translated documents are the property of the client upon payment. The Platform retains no intellectual property rights over translated content.

9. Limitation of Liability

The Platform acts as a marketplace connecting clients and translators. To the maximum extent permitted by Australian law, the Platform is not liable for any indirect, incidental, or consequential damages arising from the use of translation services.

10. Governing Law

These terms are governed by the laws of Victoria, Australia. Any disputes will be subject to the exclusive jurisdiction of the courts of Victoria.

11. Contact

For questions about these terms, contact us at [email protected]