Prose

Quality & policies

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How do you ensure my information stays safe and confidential?

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At Prose, your privacy and data security are paramount. Here’s how we protect your materials and ensure their confidentiality:

Controlled access: Only authorized personnel handle your documents. All translators and staff are bound by confidentiality agreements, ensuring your information is managed with the utmost care and discretion.
Custom NDAs: Our translators adhere to strict confidentiality policies. If needed, we can also arrange for them to sign a client-provided NDA for additional assurance.
Data protection compliance: We follow rigorous data protection protocols aligned with industry standards to safeguard your sensitive information throughout the translation process.
Regular security audits: Routine security audits are conducted to continually assess and enhance our systems, ensuring your data remains secure and protected from any potential risks.

Rest assured, any information or materials you provide will be handled with the utmost discretion and used solely for generating quotes and completing your project. From start to finish, we take every precaution to ensure your documents are safe and secure.

Do you use human translators or machine translation?

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We believe in the power of the human touch when delivering high-quality translations. However, in certain cases, we thoughtfully incorporate technology where it makes sense.

For the vast majority of our projects, we use traditional human translators—and do so by default. Our expert linguists are native speakers with industry-specific knowledge, ensuring your content is accurate, culturally relevant, and resonates with your audience.

For clients who explicitly request it, we also offer:

Machine translation (MT): Used as a starting point, followed by thorough post-editing by our human translators to ensure quality.
Post-editing machine translation (PEMT): Your content is run through advanced machine translation tools, then refined by our human translators to meet high standards.

We only use MT or PEMT with your explicit request and permission. Human translation is our core service, but we’re flexible and can adapt based on your specific needs.

Do you charge for small words?

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Yes, we charge for all words, big or small, as per industry standards. Even small words like “the” and “and” are essential for sentence structure and meaning, so our translators carefully review and translate them to ensure accuracy. Charging for the full word count helps us maintain consistent, high-quality translations while keeping our pricing competitive.

What's your refund policy?

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At Prose, your satisfaction is our priority. We pride ourselves on personalized customer service, quick response times, and a commitment to exceeding expectations. While we aim to ensure you’re happy with our work, we also strive to respect the hard work of our translators. Here’s how our refund policy works:

Initial satisfaction guarantee: If you're not satisfied with the translation, let us know immediately after receiving the document. We’ll collaborate with you to understand the issue and offer revisions to address your concerns.
Revisions: We offer up to two rounds of revisions at no extra charge, as long as the changes are within the original scope. Substantial changes beyond the initial brief may incur additional fees.
Cancellation policy: If a project is canceled before a translator is assigned or work begins, there’s no charge. If work has started but hasn’t progressed significantly, a partial or full refund may be considered based on the circumstances.
Partial or full refunds: By default, we are unable to honor refund requests once work is underway or post-delivery. In the rare event that the translation doesn’t meet expectations after revisions, we may offer a partial refund depending on the situation. Full refunds are generally reserved for cases where the translation significantly deviates from the original brief. In such cases, we may also offer to replace the translator at no additional cost.

We strive to balance client satisfaction with fair compensation for our translators, ensuring they’re rewarded appropriately for their skills and dedication. This approach allows us to attract and retain top talent, ultimately benefiting our clients. We’re committed to delivering a final product that meets your expectations.

Bottom line: We stand behind our work and are dedicated to providing translations that exceed your expectations. If something isn’t right, we’ll make it right.