General Terms and Conditions

1.1. These General Terms and Conditions (hereinafter: Terms) are used by the following service provider (hereinafter: Service Provider):

Company name

Trawell Hivatalos Fordítóiroda Korlátolt Felelősségű Társaság [Private Limited Company]

Short company name

Trawell Kft.

Registered foreign-language name

Trawell Official Translations Ltd.

Registered office, postal address

1191 Budapest, Katica utca 4. 4. em. 9. ajtó [4th floor, door 9], Hungary

Company registration number

01-09-405371 (Company Registry Court of the Budapest-Capital Regional Court [Fővárosi Törvényszék Cégbírósága])

Tax number

32072372-1-43

EU VAT number

HU32072372

Telephone

+36 20 590 7083 (every day from 9 am to 8 pm, Hungarian time: UTC/GMT +1, in summer UTC/GMT +2)

E-mail

info@trawell.ltd

Hosting provider

Silicium Network Kft. [Private Limited Company], 1065 Budapest, Révay köz 4., Hungary, support@silicium.eu

2.1. These Terms apply to the translation, interpreting and audio transcription services provided by the Service Provider (hereinafter together: Services).

2.2. Any natural person, legal person or other organisation that requests an Offer from the Service Provider and accepts it is the Client; a natural person acting for purposes outside their trade, business, craft or profession is also a Consumer (hereinafter: Client, Consumer). Where these Terms lay down a different rule for the Consumer, this is expressly stated.

2.3. The Service Provider and the Client together: the Parties.

2.4. Offer: the Service Provider's offer sent by e-mail, stating the subject matter of the Services, their fee and the deadline for their performance.

2.5. For translations, the Service Provider supplies — as stated in the Offer — an electronically sealed PDF (a document bearing a qualified electronic seal and a time stamp), a printed copy bearing a certification statement and a stamp, or both together (hereinafter: Package).

2.6. Standard page: 2,200 characters. Every letter, digit, punctuation mark and space counts as a character; for editable text, the "Characters (with spaces)" count shown by Microsoft Word applies.

2.7. Where the Offer contains a condition that differs from these Terms, the Offer prevails.

2.8. These Terms do not apply to interpreting or translation for which a court or an authority appoints the Service Provider or its interpreter; such work is governed by the applicable legislation.

3.1. The Client may request an Offer through the request forms on the Service Provider's website or by e-mail. The Offer is free of charge and does not commit the Client to anything. If the Service Provider cannot work from the document sent, it says so instead of making an Offer.

3.2. The Offer states the fee and the deadline; for interpreting, also the date, the venue, the interpreter's name and qualifications, the fee for the expected duration, the fee for additional time and the cancellation terms; and where these Terms can be accessed.

3.3. The price stated in the Offer is valid for 30 days from the date of the Offer. The deadline applies if payment arrives within the time stated in the Offer; if payment arrives later, the Service Provider may set a new deadline.

3.4. The contract is concluded when the amount stated in the Offer is paid: for bank transfers, when the amount is received; for cash payments, upon payment. By paying, the Client accepts the Offer and these Terms.

3.5. If the text actually to be translated is substantially longer than stated in the Offer, the Service Provider makes a new Offer; if the Client does not accept it, the Service Provider refunds the fee paid.

3.6. The Client communicates any special requests — e.g. its own glossary of technical terms, how gender is to be indicated, or the formatting — before work begins. A request communicated later counts as a new order.

3.7. The Service Provider does not verify the authority of a person acting on behalf of a business.

3.8. The language of the contract is the language of the Offer: Hungarian, German or English. The Service Provider keeps the Offer and the invoice and sends them again at the Client's request.

3.9. The Parties record any amendment of the contract in writing, by e-mail. If the Parties agree orally — e.g. on site, about the duration of the interpreting — the Service Provider confirms the agreement by e-mail.

How to order

4.1. Every price stated is the amount payable — the Service Provider does not add VAT to it.

4.2. For translations, the fee payable is the amount stated in the Offer. For translations charged by the length of the text, the Service Provider charges at least the fee for 1,500 characters per order — roughly two thirds of a standard page.

4.3. For translations charged by the length of the text, if the Service Provider has to translate 7–8 standard pages per working day, the fee is 15% higher; for 9–10 pages, 20% higher; for 11–12 pages, 25% higher.

4.4. For interpreting, the Service Provider charges at least two hours per order and bills per half hour or part thereof. The duration of the interpreting is counted from arrival at the venue until departure; for longer breaks and standby time, the Offer applies. For venues outside Budapest, travel costs are HUF 200 per kilometre, calculated for the round trip from the Service Provider's office in Budapest-Kispest. For full-day assignments or assignments involving an overnight stay, the Parties agree in the Offer on working and standby time, travel, accommodation and meals, and their costs; the cost of accommodation is borne by the Client.

4.5. The price of the Package includes sending the printed copy by post once within Hungary. The cost of sending it by post abroad depends on the destination zone and the number of pages and is stated in the Offer.

4.6. If the Client does not indicate in advance the currency in which it will pay, the Offer states the price in several currencies: for Hungarian–German translation and for interpreting, in forints and euros (for Clients in Switzerland, also in Swiss francs); for Hungarian–English translation, at least in forints, euros, pounds sterling and US dollars (for Clients in Canada, also in Canadian dollars).

4.7. For interpreting, the Client sends, when requesting the Offer, everything that will help with the interpreting — e.g. the materials for the meeting or hearing, a description of the company, the products or the matter, a glossary of the technical terms used. The fee stated in the Offer includes the preparation, on the basis of these materials. If the Client sends further material during the preparation, the scope of the assignment may grow: the Service Provider may charge for the additional work and makes a new Offer for it.

Translation and interpreting prices

5.1. The Client may pay by bank transfer or in cash at the Service Provider's office in Budapest-Kispest, by prior appointment. The Service Provider does not accept card payments.

5.2. The Client may pay in forints, euros, Swiss francs, pounds sterling, US dollars or Canadian dollars, for any language pair. Payments in forints are to be made to the Service Provider's forint account, payments in all other currencies to its foreign currency account; both account numbers are stated in the Offer.

5.3. At the Client's request, the Service Provider sends a pro forma invoice. A Client that is a business provides the company details required for invoicing; a business registered in another EU Member State also provides its EU VAT number.

5.4. For interpreting, the Client pays the fee stated in the Offer in advance, on the basis of a pro forma invoice; for venues abroad, at the latest before the journey begins. The Service Provider invoices additional time afterwards.

5.5. If the Client requested a pro forma invoice, it automatically receives the final invoice when the transfer arrives. If not, the Service Provider sends the final invoice (marked as paid) a few days after the work is delivered, at the latest within two weeks. If the Client pays the translation fee in cash at the Service Provider's office, it receives the invoice (marked as paid) immediately. The Service Provider issues electronic invoices and sends them by e-mail. Any amount invoiced afterwards is due within 8 days of the invoice date; in the event of late payment, the Client pays default interest under the Hungarian Civil Code.

6.1. The deadline starts with payment: from the receipt of the transfer or, for transfers from a foreign account, from the sending of the bank confirmation. In that case, the Service Provider starts work when the confirmation arrives, but is only obliged to send the finished translation once the amount has been credited.

6.2. The deadline does not include any period during which the Service Provider cannot work because the source document is illegible or incomplete, or for any other reason not attributable to it. If the Service Provider announces an expected delay, the Parties may agree on a new deadline.

6.3. The date and venue of the interpreting are set out in the Offer.

6.4. The Service Provider sends the electronically sealed PDF by e-mail; on request, it can also be collected at the office on a USB storage device brought by the Client. The Service Provider sends the printed copy by registered priority post, or the Client collects it, by prior appointment, at the Service Provider's office in Budapest-Kispest. Delivery by post may take as long as 1–2 working days within Hungary and 3–4 working days to other EU Member States. If the printed copy is lost or damaged in the post, the Service Provider replaces it free of charge.

6.5. The Client confirms receipt of the translation sent and notifies the Service Provider without delay if it does not arrive.

6.6. The Service Provider also undertakes partial translations of official documents: it marks the omission in the translation and attaches the complete original.

6.7. If the Service Provider misses the deadline for a reason attributable to it, the Client is entitled to a price reduction of 5% of the fee for every 24 hours past the deadline, up to 50%. If the delay exceeds 48 hours and the Parties have not agreed on a new deadline, the Client may rescind the contract in writing (including by e-mail). In the event of rescission, the Service Provider refunds the fee paid, and the Client may not use any parts already delivered.

6.8. If the conditions of the interpreting do not permit professional work, the interpreter points this out and asks for a break or for the conditions to be improved.

7.1. The Service Provider is liable for the faithfulness of the translation: for its content matching the attached original.

7.2. The Service Provider is not liable for whether the authority or organisation receiving the translation accepts it: only that authority or organisation can tell. It is the Client's responsibility to make sure that its recipient accepts the Service Provider's document. If the recipient does not accept it, the Service Provider does not refund the fee; this does not affect the Consumer's right of withdrawal and termination (Clause 10).

7.3. If the receiving authority or organisation specifies the wording of the declaration or certification statement it expects, the Service Provider issues it, as long as the wording essentially states that the translation is the Service Provider's work, that it matches the attached original in content, and that the Service Provider is competent to translate it.

7.4. The Service Provider is not liable for the authenticity and completeness of the original document sent; for the translation of ambiguous wording in the source text; for company-specific terminology if the Client has not provided a glossary; or for the consequences of formal, technical or substantive errors in the source text.

7.5. The Client warrants that it is entitled to have the source text translated. If a third party asserts a claim against the Service Provider on this ground — e.g. for infringement of its copyright — the Client indemnifies the Service Provider.

7.6. The Service Provider's liability to the Client for damages is limited to the fee for the Services; this limit does not apply to breaches of contract committed intentionally, with gross negligence or by a criminal act, or to breaches of contract causing harm to human life, physical integrity or health.

7.7. If the translation is associated with a higher than usual value or a deadline — e.g. because it is needed for a high-value transaction or for time-limited official or court proceedings — the Client indicates this when requesting the Offer. The Service Provider compensates damage other than damage to the subject matter of the Services itself, and lost financial gain (consequential loss) only to the extent that the damage was foreseeable as a possible consequence of the breach at the time the contract was concluded; in the case of an intentional breach, it compensates the full damage (Section 6:143(2)–(3) of Act V of 2013 on the Civil Code [2013. évi V. törvény a Polgári Törvénykönyvről (Ptk.)]).

7.8. For interpreting, the Service Provider is liable for the interpreter rendering faithfully what is said. It is not liable for the content of what is said or for how well the person making the statement is prepared; the interpreter does not represent the position of either side.

7.9. The Service Provider is liable for the translation rendering the content of the document. It is not liable for whether the receiving authority, employer or educational institution recognises the Client's educational or professional qualifications.

What to ask the receiving authority

8.1. If the translation is defective, the Client notifies the Service Provider in writing (by e-mail) — whenever the defect is discovered — stating the passage objected to and the reason for the objection. If the objection is justified, the Service Provider corrects the defect without delay and free of charge, replaces the printed copy and, to avoid delay, also issues an electronically sealed copy.

8.2. The Client also has the statutory warranty rights under the Hungarian Civil Code: primarily, it may require the defect to be remedied; if this is not possible or would cause the Service Provider disproportionate additional costs, it may request a price reduction, remedy the defect itself or have it remedied by another person at the Service Provider's expense, or, as a last resort, rescind the contract.

9.1. As long as the Client has not paid the amount stated in the Offer, no contract has been concluded (Clause 3.4), so there is nothing to cancel.

9.2. The Client may cancel the order at any time, in writing: by e-mail or by post. A cancellation made by telephone or orally is not valid.

9.3. Translation

9.3.1. If the Client cancels after payment but before the translation is completed, the Service Provider retains the proportionate fee for the work done up to that point and refunds the rest within 14 days.

9.3.2. The fee for a completed translation is not refunded.

9.4. Interpreting

9.4.1. If the Client cancels at least 96 hours before the agreed start, the cancellation is free of charge and the Service Provider refunds the fee paid in advance within 14 days. For a later cancellation, the Service Provider charges 50% of the fee; for a cancellation within the 24 hours before the start, and once the interpreting has begun, the full fee.

9.4.2. The Client notifies a cancellation made within the 24 hours before the start by telephone or SMS to the Service Provider's telephone number, as well as by e-mail.

9.4.3. On cancellation, the Client reimburses any non-refundable costs already incurred up to the cancellation — e.g. a ticket purchased or accommodation booked — within 8 days of the invoice date.

9.4.4. If the Consumer cancels the interpreting within 14 days of the conclusion of the contract, the rules of Clause 10 apply instead of Clause 9.4.1: the Consumer bears the proportionate fee for the work done up to the cancellation — e.g. the preparation.

9.4.5. If the interpreting does not take place for a reason within the Service Provider's sphere of responsibility, the Service Provider notifies the Client without delay and refunds the fee paid in full within 14 days.

9.4.6. If the interpreting does not take place or is interrupted for a reason outside the Service Provider's sphere of responsibility — e.g. because, in court or official proceedings, the court or authority was not notified of the person making the statement or of the interpreter, or the court or authority conducting the proceedings does not allow the interpreting, or the hearing does not take place at all — and the interpreter was available at the agreed time, the Service Provider is entitled to the fee stated in the Offer. Notifying the court or authority of the person making the statement and of the interpreter is the task of the Client or of its legal representative.

9.5. If the Client breaches the contract or acts contrary to the Offer or to these Terms, the Service Provider may terminate the contract and break off the interpreting; it remains entitled to the fee already due.

9.6. The Consumer also has the right of withdrawal and termination under Clause 10.

10.1. If the Consumer concludes the contract at a distance — through the website's request forms or by e-mail — the Consumer may withdraw from the contract within 14 days of its conclusion without giving any reason. If the Service Provider has already begun performance at the Consumer's request, the Consumer may terminate the contract (Section 20 of Government Decree No. 45/2014 (II. 26.) on the Detailed Rules of Contracts between Consumers and Businesses [45/2014. (II. 26.) Korm. rendelet a fogyasztó és a vállalkozás közötti szerződések részletes szabályairól]).

10.2. By accepting the Offer, the Client expressly requests the Service Provider to begin performance immediately after payment, before the 14-day period expires, and acknowledges that they lose their right of termination once the translation has been completed or the interpreting has taken place (Section 19, Section 29(1)(a)). If the Client does not want performance to begin immediately, they say so before paying; in that case, the Service Provider begins performance after the 14-day period has expired.

10.3. If the Client terminates the contract after performance has begun, they bear the proportionate fee for the services provided up to that point; the Service Provider refunds the rest (Section 26).

How to withdraw or terminate

10.4. The Client communicates their decision to withdraw or terminate by an unequivocal statement: by e-mail (info@trawell.ltd) or by post to the Service Provider's registered office (1191 Budapest, Katica utca 4. 4. em. 9. ajtó, Hungary). They may use the model below for this purpose.

To: Trawell Hivatalos Fordítóiroda Kft., 1191 Budapest, Katica utca 4. 4. em. 9. ajtó, Hungary, info@trawell.ltd

I hereby exercise my right of withdrawal/termination in respect of the contract for the provision of the following service: [description of the translation or interpreting assignment]

Date of conclusion of the contract (date of payment):
Name:
Address:
Signature (only if this notice is given on paper):
Date:

10.5. The Client may also withdraw using the website's withdrawal function. The Service Provider acknowledges receipt of a statement sent in this way without delay, by e-mail, stating its content and the time it was sent (Section 22).

10.6. To meet the deadline, it is sufficient for the Client to send their statement before the period expires.

10.7. The Service Provider refunds the amount due at the latest within 14 days of receiving the statement, using the same means of payment as the Client used — unless the Client has expressly agreed to a different means. The refund does not cause the Client any additional costs (Section 23).

11.1. A document uploaded through the request form does not remain on the website's server.

11.2. The Service Provider treats as confidential the documents sent, the information it learns in connection with the order and the interpreting, and its correspondence with the Client. It discloses to third parties only what is necessary for performance or for compliance with its legal obligations.

11.3. The Client may publish an audio or video recording of the interpreting only with the Service Provider's permission and for a separately agreed fee. Interpreting is spoken text delivered live, not edited written text.

11.4. The processing of personal data is described in the Privacy Notice. By accepting the Offer, the Client declares that it has read the Privacy Notice.

12.1. The Client may submit a complaint by e-mail (info@trawell.ltd), by telephone (+36 20 590 7083, every day from 9 am to 8 pm, Hungarian time: UTC/GMT +1, in summer UTC/GMT +2) or by post to the Service Provider's registered office.

12.2. The Service Provider examines an oral complaint immediately and resolves it where necessary. If this is not possible, or if the Client does not agree with how the complaint has been handled, the Service Provider makes a written record of the complaint and of its own position. It gives a complaint made by telephone a unique identification number and sends a copy of the record at the latest with its substantive reply.

12.3. The Service Provider gives a substantive written reply to a written complaint within 15 working days of its receipt. If it rejects the complaint, it gives reasons.

12.4. If the Service Provider rejects the Consumer's complaint, the Consumer may turn to the conciliation board competent for the Consumer's place of residence or stay, or to another conciliation board named in the application. If the Consumer has no place of residence or stay in Hungary, the Budapest Conciliation Board, which covers the place of the Service Provider's registered office, is competent (Section 20 of Act CLV of 1997 on Consumer Protection [1997. évi CLV. törvény a fogyasztóvédelemről]). The Service Provider cooperates in the conciliation board's proceedings.

Budapest Conciliation Board [Budapesti Békéltető Testület]

Registered office

1016 Budapest, Krisztina krt. 99. I. em. 111. [1st floor, door 111], Hungary

Postal address

1253 Budapest, Pf. 10., Hungary

Telephone

+36 1 488 2131

E-mail

bekelteto.testulet@bkik.hu

Website

bekeltet.bkik.hu/en

12.5. The Parties seek to settle their disputes amicably in the first instance. The Client may also enforce its claim in court. In disputes with a Client that is a business, the court competent for the Service Provider's registered office has jurisdiction: the District Court of Budapest XVIII and XIX [Budapesti XVIII. és XIX. Kerületi Bíróság] or — if the dispute falls within the jurisdiction of the regional court — the Budapest-Capital Regional Court [Fővárosi Törvényszék].

13.1. These Terms apply from 22 October 2026. The Service Provider may amend the Terms; an amendment does not affect contracts already concluded: they are governed by the Terms in force when the contract was concluded. The Service Provider keeps earlier versions and sends them on request.

13.2. The invalidity of any provision of these Terms does not affect the validity of the other provisions.

13.3. Matters not governed by these Terms are subject to Hungarian law, in particular the Hungarian Civil Code. If the Consumer's habitual residence is in another country, this choice of law does not deprive the Consumer of the protection of the mandatory provisions of the law of that country.