Terms of Service

1. Accounts and eligibility

• Provide accurate account, language, document, contact and payment information.
• Keep account credentials and email access secure and tell LodgeHQ promptly about suspected misuse.
• You must be authorised to upload and arrange translation of every document and personal detail you provide.
• Translator applicants must supply practitioner, credential, language-direction and certificate information for platform review. Approval by LodgeHQ is not NAATI endorsement.
• LodgeHQ may suspend access where reasonably necessary to protect users, investigate misuse, comply with law or enforce these terms.

2. Quotes and orders

Quote uploads are automatically analysed to estimate document type, pages, language and complexity. Some documents are assessed through an additional automated quote process or referred to a LodgeHQ administrator for manual review. Automated labels are quote inputs, not legal or professional conclusions about the document.

• The current AUD total is displayed before payment. The checkout total, not an older example or advertisement, is the amount offered for that order.
• Quote results depend on the uploaded files, language direction, page count, number of documents, complexity, selected tier and current pricing logic.
• A quote does not guarantee immediate translator assignment or acceptance by a receiving organisation.
• Do not alter, replace or omit relevant pages after quoting without obtaining a revised quote.

Prices are displayed as a total in AUD. These terms do not make a general representation about GST treatment. Review the checkout total and the receipt issued for that transaction, and contact LodgeHQ if they appear inconsistent.

3. Delivery targets and assignment

The quote interface displays a target turnaround calculated from the selected tier and page count, with extensions for larger bundles. The platform records a due date during checkout. These are service targets rather than unconditional guarantees. Translator availability, unreadable or incomplete files, customer responses, revisions, technical interruptions and events outside reasonable control can affect delivery.

If a deadline is essential, tell LodgeHQ before payment and do not make an irreversible filing, travel or commercial decision based only on the displayed target. Any rights that arise under applicable law because of delay remain unaffected.

4. Translator and marketplace roles

• LodgeHQ provides the online workflow, pricing process, payment handling, matching, messaging, administration and digital delivery tools.
• The assigned translator reviews the source material, performs the translation and applies their own practitioner and certification details.
• Eligible work is shown only to marketplace profiles approved for the matching language pair, but credential status can change. Customers may independently check the official NAATI Online Directory.
• Depending on the workflow, approved matching translators may see limited job details or a watermarked preview before assignment. The assigned translator can access the full source file.
• Translators must keep all client and order material confidential and use it only as needed to assess or complete permitted marketplace work.

5. Certification and receiving-body requirements

NAATI grants credentials to individual practitioners; it does not certify LodgeHQ as a translation marketplace. LodgeHQ is independent of NAATI and is not a government body, court, law firm, migration adviser, university or licensing authority.

The customer must check the receiving organisation's current requirements, including the required credential or language direction, whether a scan or original is acceptable, stamp or declaration requirements and the submission method. Neither LodgeHQ nor a translator can guarantee that Home Affairs, a court, government agency or any other recipient will accept every translation in every circumstance.

6. Review, revisions and disputes

Review the delivered translation promptly against the source and any spellings or instructions supplied with the order. Where the order interface offers a revision action, use it to identify the specific issue. For another service or consumer-law concern, contact [email protected] with the order number, source reference and requested resolution.

LodgeHQ will review available order records and may seek information from the translator and customer. Nothing in this section makes a refund, replacement or other remedy purely discretionary where applicable law provides a non-excludable remedy.

7. Cancellation and refunds

• An order can be cancelled through the available cancellation workflow while it remains unassigned.
• If payment has been captured for an unassigned order, the platform initiates a full refund to the original payment method. Bank and payment-provider processing times are outside LodgeHQ's control.
• Once a translator has been assigned, automatic cancellation is unavailable. Contact LodgeHQ so the circumstances and any applicable rights or remedies can be assessed.
• A failed automated refund is logged for administrative follow-up; contact support if the order shows cancelled but the refund has not appeared after a reasonable payment-provider processing period.

9. Documents, privacy and permitted use

You keep any rights you already hold in source documents. You give LodgeHQ and the participating translator permission to copy, analyse, preview, transmit, translate, store and deliver the material only as reasonably needed to quote, provide, support, audit and protect the service. LodgeHQ does not claim a right to use client document content for unrelated publication.

You must not use the service to infringe another person's rights, facilitate unlawful conduct, upload malicious code, evade receiving-body rules or misrepresent a translation or practitioner credential. The Privacy Policy explains automated processing, file access, providers, overseas processing, retention and deletion.

10. Liability and service availability

To the extent permitted by law, LodgeHQ is not responsible for losses caused solely by a receiving organisation's independent decision, inaccurate or incomplete customer instructions, an unauthorised upload, or use of a translation for a purpose not disclosed before ordering. This qualification does not limit liability or remedies that cannot lawfully be limited.

The platform may be interrupted for maintenance, security or technical reasons. LodgeHQ will not describe the service as always available and does not guarantee a particular translator, outcome or uninterrupted access.

11. Changes, governing law and contact

These terms are governed by laws applicable in Victoria, Australia. Nothing in that statement removes a right to use a court, tribunal or complaint body made available by applicable law. Material changes to these terms will update the date at the top and apply prospectively unless law or an agreed order requires otherwise.

Contact [email protected] for questions, complaints or notices about these terms.