服务条款｜Terms of Service

一、服务内容

卓越翻译按照客户下单时选择的服务类型、提交的文件及订单要求提供服务。

具体服务内容以订单页面显示的信息，或卓越翻译与客户确认的报价为准。

二、标准文件与非标准文件

1. 标准文件

标准文件是指卓越翻译已经制定固定价格，并在订单页面或价格表中列明价格的文件。

标准文件按照客户下单时显示的价格及标准交付时间处理。

如客户需要加急服务，可以在下单前联系卓越翻译客服。卓越翻译将根据文件内容及客户要求的完成时间重新报价。客户确认报价并完成付款后，按照双方确认的加急交付时间处理。

2. 非标准文件

非标准文件是指没有固定价格，需要卓越翻译根据文件内容、数量、复杂程度、格式及具体要求单独报价的文件，包括但不限于：

• 法庭文件及诉讼材料；
• 法庭上诉文件；
• 微信或其他聊天软件的截图及聊天记录；
• 大批量文件；
• 内容复杂、格式特殊或需要额外排版的文件；
• 订单页面或价格表中没有列明固定价格的其他文件。

非标准文件的服务费用和交付时间，以卓越翻译提供并经客户确认的报价为准。

客户确认报价并完成付款后，报价所列的服务内容、费用及交付时间即构成订单协议的一部分。

如果客户将非标准文件按照标准文件下单，卓越翻译将重新审核文件并提供报价。客户确认新报价并支付相应费用后，卓越翻译再安排处理。

三、订单与付款

卓越翻译的所有服务价格及报价均以澳元（AUD）计算。

客户可以通过下单页面提供的付款方式完成付款，具体可用的付款方式以下单时显示的信息为准。

订单一经提交并完成付款，即正式成立。

四、客户提交的文件

客户应在下单前确认所提交的文件正确、完整、清晰，并且是需要处理的最终版本。

如果客户提交的文件不清晰、不完整或内容有误，由此产生的问题不属于卓越翻译造成的错误。

如果客户提交了错误的文件，卓越翻译按照该文件完成服务，不承担责任，也不属于免费修改范围。

客户随后提交正确文件并要求重新处理的，将视为新的服务内容。卓越翻译将根据新文件重新报价，客户确认报价并完成付款后再安排处理，交付时间也将重新确认。

五、交付时间

对于标准文件，交付时间以卓越翻译在订单页面公布的标准交付时间为准，该交付时间构成订单协议的一部分。

对于非标准文件，卓越翻译将在报价时告知客户完成时间。客户确认报价并完成付款后，报价中列明的完成时间即为双方约定的交付时间。

除非订单页面或报价另有明确说明，卓越翻译所列的交付时间均按工作日计算。

工作日不包括星期六、星期日及卓越翻译营业所在地适用的公共假期。

交付时间自卓越翻译收到以下内容后开始计算：

• 全部订单费用；
• 完整、正确且清晰的文件；
• 完成订单所需的全部信息。

如果卓越翻译需要客户确认内容、补充资料或回复问题，客户应及时回应。在等待客户回复期间，订单处理及交付时间暂停计算。

因客户未及时回复、未提供完整资料或延迟确认而造成的延期，由客户承担责任，不视为卓越翻译延迟交付。

客户回复或补齐资料后，卓越翻译将根据当时的工作安排重新确认交付时间。

六、加急服务

客户如需早于标准交付时间或报价中约定的交付时间取得文件，应在下单前联系卓越翻译客服提出加急要求。

加急服务必须经卓越翻译确认，并可能收取额外的加急费用。具体加急费用和完成时间，以卓越翻译确认的报价为准。

客户按照普通服务下单后提出提前交付要求，不会自动改变原订单的交付时间。

只有在卓越翻译确认能够安排加急处理，并且客户支付相应的加急费用后，新的交付时间才会生效。

七、交付方式

客户可以在下单时选择电子版交付或纸质版快递交付。

1. 电子版交付

电子版文件将发送至客户在订单中指定的电子邮箱。

客户应确保所提供的电子邮箱准确并且可以正常接收文件。电子版文件发送至客户指定的电子邮箱后，即视为卓越翻译已经完成电子版交付。

2. 纸质版快递交付

客户选择纸质版快递交付时，相关快递费用将在下单页面清楚列明，并计入订单总金额。

卓越翻译会将纸质文件寄送至客户在订单中提供的地址。纸质文件无需客户签字接收。

Australia Post 的快递追踪系统显示文件状态为“Delivered（已投递）”时，即视为卓越翻译已经完成纸质版交付。

如果纸质文件在快递运输过程中确认遗失，卓越翻译将重新制作并再次寄送，客户无需承担重新制作及再次寄送的费用。

客户应确保收件人姓名、联系电话及收件地址准确无误。

如果因客户提供的地址、联系方式或其他收件信息错误而造成退件、无法送达或需要重新寄送，相关费用由客户承担。

八、文件核对与修改

客户应在收到交付文件后的7个自然日内认真核对文件，并将发现的问题告知卓越翻译。

如果问题属于卓越翻译在处理过程中造成的翻译、录入、遗漏或排版错误，卓越翻译将免费进行相应修改。即使客户在七天后才发现此类错误，卓越翻译仍可在核实后免费更正。

以下情况不属于卓越翻译造成的错误，也不属于免费修改范围：

• 客户提交的原始文件不清晰、不完整或内容有误；
• 客户提交了错误的文件；
• 客户要求替换、增加或修改原始文件；
• 客户改变原订单的内容、格式或其他要求；
• 客户提出原订单范围以外的新增服务。

上述情况需要重新处理的，卓越翻译将根据新的文件内容和工作量重新报价。

客户确认新报价并完成付款后，卓越翻译再安排处理，并重新确认交付时间。

是否属于免费修改范围，由卓越翻译根据原始文件、订单要求及已经交付的文件进行核对后确定。

如果问题由卓越翻译造成，卓越翻译将以免费修改或重新处理的方式解决。除《澳大利亚消费者法》规定且依法不得排除的权利和救济外，免费修改不代表客户可以取消订单或要求退款。

九、增加或变更文件

客户在订单确认后增加、替换或修改文件的，新增或变更的内容不包含在原订单费用内。

卓越翻译将根据新的文件内容和工作量重新报价。

客户确认新报价并支付相应费用后，卓越翻译将安排处理新增或变更的文件，并重新确认交付时间。

十、取消与退款

订单一经提交并完成付款，卓越翻译不接受因客户改变主意、误下单、重复下单、修改要求或不再需要服务而提出的取消或退款申请。

本条款不排除、限制或修改《澳大利亚消费者法》规定且依法不得排除的消费者权利和救济。

十一、保密

卓越翻译将按照内部资料管理制度、保密要求及《隐私政策》妥善处理客户提交的文件和相关资料。

除为完成订单所必需、取得客户授权，或澳大利亚法律、法院或仲裁庭命令以及有权机关的合法要求允许或要求披露外，卓越翻译不会将客户资料用于与订单无关的目的，也不会向无关第三方披露。

十二、适用法律

本服务条款及客户与卓越翻译之间的订单适用澳大利亚法律。

十三、条款更新

卓越翻译可以根据业务需要更新本服务条款。

更新后的条款将在网站公布，并自公布的生效日期起适用。已经确认的订单按照客户下单时有效的服务条款处理。

十四、联系我们

如对订单或本服务条款有任何疑问，请通过卓越翻译网站公布的联系方式与我们联系。

1. Services

卓越翻译 provides services according to the service type selected by the customer, the documents submitted and the order requirements.

The specific scope of service is determined by the information shown on the order page or by the quotation confirmed between 卓越翻译 and the customer.

2. Standard and Non-standard Documents

2.1 Standard Documents

Standard documents are documents for which 卓越翻译 has established a fixed price shown on the order page or price list.

Standard documents are processed at the price and within the standard delivery time shown when the customer places the order.

If the customer requires rush service, they may contact 卓越翻译 customer service before placing the order. 卓越翻译 will provide a new quotation based on the document and the requested completion time. Once the customer accepts the quotation and completes payment, the order will be processed according to the rush delivery time confirmed by both parties.

2.2 Non-standard Documents

Non-standard documents are documents without a fixed price that require an individual quotation based on their content, volume, complexity, format and specific requirements. They include, but are not limited to:

• court documents and litigation materials;
• court appeal documents;
• screenshots and chat records from WeChat or other messaging applications;
• large-volume document orders;
• documents with complex content, special formatting or additional typesetting requirements; and
• other documents for which no fixed price is shown on the order page or price list.

The service fee and delivery time for non-standard documents are determined by the quotation provided by 卓越翻译 and accepted by the customer.

Once the customer accepts the quotation and completes payment, the service scope, fee and delivery time stated in that quotation form part of the order agreement.

If a customer places an order for a non-standard document as a standard document, 卓越翻译 will review the document and provide a new quotation. Processing will be arranged after the customer accepts the new quotation and pays the applicable fee.

3. Orders and Payment

All prices and quotations from 卓越翻译 are stated in Australian dollars (AUD).

Customers may pay using the payment methods available on the order page. The payment methods shown at the time of ordering apply.

An order becomes confirmed once it has been submitted and payment has been completed.

4. Documents Supplied by the Customer

Before placing an order, the customer must ensure that all submitted documents are correct, complete, clear and are the final versions to be processed.

Any issue resulting from a document supplied by the customer being unclear, incomplete or incorrect is not an error caused by 卓越翻译.

If the customer submits the wrong document, 卓越翻译 is not responsible when it completes the service using that document, and the work is not eligible for a free revision.

If the customer later provides the correct document and requests that it be processed, this will be treated as new service work. 卓越翻译 will provide a new quotation, and processing will be arranged after the customer accepts the quotation and completes payment. A new delivery time will also be confirmed.

5. Delivery Time

For standard documents, the delivery time is the standard delivery time published by 卓越翻译 on the order page. That delivery time forms part of the order agreement.

For non-standard documents, 卓越翻译 will advise the completion time when providing the quotation. Once the customer accepts the quotation and completes payment, the completion time stated in the quotation becomes the agreed delivery time.

Unless the order page or quotation expressly states otherwise, all delivery times stated by 卓越翻译 are calculated in business days.

Business days exclude Saturdays, Sundays and public holidays that apply at the place where 卓越翻译 operates.

The delivery period begins after 卓越翻译 has received:

• full payment for the order;
• complete, correct and clear documents; and
• all information required to complete the order.

If 卓越翻译 needs the customer to confirm information, provide additional material or answer a question, the customer must respond promptly. Order processing and the delivery period are paused while 卓越翻译 waits for the customer’s response.

Any delay caused by the customer failing to respond promptly, provide complete information or give a required confirmation is the customer’s responsibility and is not a delay by 卓越翻译.

After the customer responds or supplies the missing information, 卓越翻译 will confirm a new delivery time based on its work schedule at that time.

6. Rush Service

If the customer requires a document earlier than the standard delivery time or the delivery time stated in a quotation, they must contact 卓越翻译 customer service before placing the order to request rush service.

Rush service must be confirmed by 卓越翻译 and may incur an additional rush fee. The rush fee and completion time are determined by the quotation confirmed by 卓越翻译.

A request for earlier delivery made after the customer has placed an order for standard service does not automatically change the original delivery time.

A new delivery time takes effect only after 卓越翻译 confirms that rush processing can be arranged and the customer pays the applicable rush fee.

7. Delivery Methods

When placing an order, the customer may select electronic delivery or delivery of a printed copy by post.

7.1 Electronic Delivery

Electronic documents will be sent to the email address specified by the customer in the order.

The customer must ensure that the email address provided is correct and able to receive files. Electronic delivery is complete when the document has been sent to the email address specified by the customer.

7.2 Printed Copy by Post

If the customer selects delivery of a printed copy by post, the postage fee will be clearly shown on the order page and included in the total order amount.

卓越翻译 will send the printed document to the address supplied by the customer in the order. A signature is not required for receipt.

Delivery of the printed copy is complete when the Australia Post tracking system records the document as “Delivered”.

If the printed document is confirmed lost while in transit, 卓越翻译 will reproduce and resend it. The customer will not be charged for reproduction or reposting.

The customer must ensure that the recipient name, telephone number and delivery address are correct.

If incorrect recipient details supplied by the customer cause a return, failed delivery or the need for reposting, the customer is responsible for the resulting costs.

8. Review and Revisions

The customer should carefully review the delivered document and notify 卓越翻译 of any issue within 7 calendar days after receiving it.

If an issue is caused by a translation, data-entry, omission or formatting error made by 卓越翻译 during processing, 卓越翻译 will correct it free of charge. If the customer discovers such an error after the seven-day review period, 卓越翻译 may still correct it free of charge after verification.

The following are not errors caused by 卓越翻译 and are not eligible for free revision:

• the source document supplied by the customer is unclear, incomplete or incorrect;
• the customer submitted the wrong document;
• the customer asks to replace, add to or amend the source document;
• the customer changes the content, format or other requirements of the original order; or
• the customer requests additional services outside the scope of the original order.

If any of these circumstances requires further work, 卓越翻译 will provide a new quotation based on the new document and the amount of work required.

Processing will be arranged and a new delivery time confirmed after the customer accepts the new quotation and completes payment.

卓越翻译 will determine whether a revision is free of charge by checking the source document, the order requirements and the delivered document.

If an issue is caused by 卓越翻译, 卓越翻译 will resolve it by correcting the document or performing the affected work again free of charge. Except for rights and remedies that cannot lawfully be excluded under the Australian Consumer Law, a free revision does not entitle the customer to cancel the order or obtain a refund.

9. Additional or Changed Documents

If the customer adds, replaces or changes a document after the order has been confirmed, the added or changed content is not included in the original order fee.

卓越翻译 will provide a new quotation based on the new document and the amount of work required.

After the customer accepts the new quotation and pays the applicable fee, 卓越翻译 will arrange processing of the added or changed document and confirm a new delivery time.

10. Cancellation and Refunds

Once an order has been submitted and payment completed, 卓越翻译 does not accept cancellation or refund requests because the customer has changed their mind, placed an order by mistake, placed a duplicate order, changed their requirements or no longer requires the service.

These terms do not exclude, restrict or modify any consumer right or remedy under the Australian Consumer Law that cannot lawfully be excluded.

11. Confidentiality

卓越翻译 will handle documents and related information submitted by customers in accordance with its internal information-management procedures, confidentiality requirements and Privacy Policy.

卓越翻译 will not use customer information for purposes unrelated to an order or disclose it to an unrelated third party, except where necessary to complete an order, authorised by the customer, or permitted or required by Australian law, a court or tribunal order, or a lawful requirement of a competent authority.

12. Governing Law

These Terms of Service and orders between the customer and 卓越翻译 are governed by the laws of Australia.

13. Updates to These Terms

卓越翻译 may update these Terms of Service to reflect its business needs.

Updated terms will be published on the website and apply from the published effective date. An order that has already been confirmed remains subject to the Terms of Service in effect when the customer placed the order.

14. Contact Us

If you have any questions about an order or these Terms of Service, please contact us using the contact details published on the 卓越翻译 website.