The scope of services governed by these Terms and Conditions includes translation and language services, including certification by court interpreters, AI visibility services, graphic processing, transcription, and other related professional and digital services provided by VERBA CENTAR d.o.o. (hereinafter: VERBA).
The specific scope and type of service shall be determined by the quotation or another written agreement with the Client. Services shall be provided in accordance with applicable professional standards and industry rules and, where applicable, the requirements of ISO 9001:2015, ISO 17100:2015 and ISO 18587:2017.
By accepting a quotation in writing (a signed copy of the quotation or a notice of acceptance / purchase order sent by e-mail or another written channel), the Client shall be deemed to have placed an order for the performance of the service specified in the quotation.
Where necessary for the performance of a specific service, the Client shall make available their personal data and/or the data of the company they represent for the purposes of proper delivery, payment collection and compliance with applicable legal obligations, including, where applicable, entry into the Register of Translations and Certifications in accordance with the Ordinance on Court Interpreters. Please also see our Privacy Policy.
An ordered service may be cancelled subject to a fee agreed on a case-by-case basis, taking into account the work performed by VERBA and the costs incurred up to the time of cancellation.
Clients who have the status of consumers shall be subject to the relevant provisions of the Croatian Consumer Protection Act, including the provisions on the right of unilateral withdrawal from contracts concluded at a distance or away from business premises.
All personal data, texts, oral and written agreements and all other materials made available to VERBA for the purpose of performing the agreed service shall be treated as confidential and shall not be disclosed to third parties, except where this is necessary for the performance of the agreed service and subject to appropriate confidentiality and data protection measures. All collaborators and partners of VERBA are contractually bound to comply with the same confidentiality and data protection obligations.
All materials owned by the Client shall be returned upon request. Project materials and data shall be retained and deleted in accordance with applicable regulations, contractual obligations and VERBA’s data retention and protection rules. At the Client’s request, materials that VERBA is neither required nor authorised to retain may be permanently deleted or destroyed.
At the Client’s specific request, VERBA may issue a Confidentiality Statement signed by VERBA, while all collaborators involved in the project are separately contractually bound to treat the materials provided as confidential. VERBA shall not be liable for the disclosure or use of information that is already publicly available, subsequently becomes publicly available without a breach of confidentiality obligations, or must be disclosed pursuant to law or at the request of a competent authority.
In all cases, VERBA treats all documents received as confidential. If certain documents require a specific protection regime (e.g. restricted access or additional security measures), the Client shall inform VERBA thereof when submitting the materials so that appropriate protective measures can be taken. For document transfer, the use of secure and verified channels is recommended (e.g. official domain e-mail addresses or protected cloud systems). VERBA does not recommend using open public file-sharing services (e.g. free platforms without agreed data protection safeguards).
VERBA processes and stores personal data and documents in accordance with applicable personal data protection regulations, including Regulation (EU) 2016/679 (GDPR), while applying appropriate technical and organisational safeguards. Documents received and created as part of a project are stored electronically on secure systems with access restricted to authorised persons, while certified translations, where applicable, are stored in physical form in a locked archive. Documentation is retained in accordance with applicable legal and contractual obligations and established retention periods, after which it is deleted, anonymised or otherwise appropriately disposed of, depending on the type of documentation and the applicable obligations.
In the performance of the agreed services, VERBA may use professional translation, AI, analytics, SEO/AEO/GEO, project management, cloud and other specialised tools and third-party systems, while applying appropriate confidentiality and data protection measures and in accordance with applicable regulations and contractual obligations. The use of such tools shall be carried out in compliance with the agreed terms, the Client’s restrictions and applicable regulations. Separate approval from the Client for the use of an individual tool shall be required where this follows from the agreed terms, the Client’s instructions or applicable regulations.
Where VERBA acts as a processor in relation to personal data contained in project materials, such data shall be processed in accordance with the documented instructions of the controller and the applicable data processing agreement.
If the Client requires the service to contain specific terminology, names, technical or internal terms, style guidelines or other specific language requirements, the Client shall inform VERBA thereof in a timely manner and, where necessary, make the relevant materials available and enable consultation.
If the Client does not make available existing terminology resources, special dictionaries, glossaries, style guidelines, reference materials or other data required to ensure consistency, VERBA shall select the appropriate terms and wording based on its professional judgement, using publicly available and its own internal dictionaries, glossaries, materials and other relevant sources.
If the Client does not have their own terminology or language resources, they may request the creation of a terminology database, glossary, style guidelines or other appropriate language resources as an additional service.
Deadlines and the method of delivery shall be agreed before or during the ordering of the service and shall be stated in the quotation or another written agreement with the Client. If no delivery deadline has been determined, VERBA shall deliver the service according to its capabilities, internal priorities and following all necessary checks.
If the performance of the service depends on the provision of information, materials, access, feedback, approvals or other elements by the Client, their late or incomplete provision may result in a corresponding adjustment of the agreed deadlines. Where necessary, VERBA shall coordinate a new delivery deadline with the Client, taking into account the duration of the delay and the availability of the necessary resources.
Force majeure shall justify a delay in delivery for a period proportionate to the duration of the circumstances caused by force majeure. In the event of force majeure, an additional delivery deadline shall be agreed. Force majeure shall include, among other things, natural disasters, weather conditions preventing work, war and war-related events, strikes, protests, fire, flooding, serious disruptions in the supply of electricity, the operation of communication networks or other key technical infrastructure that are beyond VERBA’s control and prevent the performance of the service, epidemics and other comparable circumstances beyond VERBA’s control.
Fees for VERBA’s services shall be calculated in accordance with the accepted quotation, taking into account the type and scope of the service, agreed delivery deadlines and other requirements of the individual project. For services that are not calculated according to the rules applicable to translation services set out below, the method of calculation and the billing unit shall be determined in the quotation, depending on the type and scope of the specific service.
For services calculated on the basis of standard pages or hours, the minimum billing unit shall be one (1) standard page of 1,450 characters including spaces, or one (1) hour, unless otherwise agreed with the Client.
For orders involving translation in CAT tools, the calculation may be based on the number of words in the source text. Calculation shall be carried out using specialised software for counting and calculating characters. If calculation using software is not possible, the amount of text shall be determined based on the project manager’s discretionary estimate.
VERBA reserves the right to apply a different calculation method and to determine minimum charges for a specific service. Before placing an order, the Client shall receive a quotation specifying, depending on the nature of the service and the information available, the total price, unit prices, an estimated amount or another applicable method for determining the fee.
If the final scope or quantity of the service cannot be determined at the time the quotation is issued, the final amount shall be determined according to the actual confirmed and completed scope of the service, in accordance with the calculation method specified in the quotation. VERBA shall inform the Client in a timely manner of any significant deviations of the final amount from the initial estimate.
Prices shall be determined according to VERBA’s applicable internal price lists, taking into account the type of service, the scope of the project and any special conditions agreed with the Client, while the final calculation terms shall be determined by the accepted quotation or another written agreement.
Additional services and activities not included in the confirmed project scope shall be agreed and charged separately.
For the review, correction and/or proofreading of third-party translations, including machine-translated and AI-generated texts, VERBA reserves the right to propose a charge equivalent to the full translation fee if the scope of the work required involves a comparable amount of time and effort to producing a new translation. Such calculation shall be agreed with the Client.
Services shall be paid for upon collection or delivery or according to the due dates stated on the invoice, in the quotation and/or in the Business Cooperation Agreement, if one has been concluded.
If, under the agreed terms, payment is required before delivery of the service, the Client shall make the payment in a timely manner and, where necessary, provide VERBA with proof of payment. If payment is not made within the agreed period, VERBA shall have the right to suspend delivery until payment has been made.
A delay in an agreed advance payment may affect the commencement of the service and the agreed delivery deadline, of which VERBA shall, where necessary, inform the Client.
Statutory default interest and other amounts to which VERBA is entitled under applicable regulations shall be charged on overdue payments.
All complaints and claims shall be sent to the following e-mail address: info@verba.hr. VERBA shall respond to each complaint received within the statutory time limit, taking into account the Client’s interests.
The Client should submit a written complaint within 15 days of receiving the completed service or an individual agreed deliverable and state the reasons for the complaint. Complaints received after the stated deadline shall be considered by VERBA on a case-by-case basis, taking into account the nature of the defect, the time elapsed and the circumstances of the specific case, without prejudice to the Client’s statutory rights.
A complaint shall be considered justified if the service performed objectively deviates from the agreed scope or requirements set out in the quotation or another written agreement with the Client, or if it contains an objective error attributable to an act or omission on the part of VERBA.
VERBA undertakes to translate texts in accordance with professional standards, using appropriate available sources to determine technical and internal terminology, while the Client shall enable consultation regarding terms specific to their field and internal terminology. VERBA shall not be liable for an incorrect translation of specific technical or internal terms and abbreviations if the Client has not provided the necessary explanations and their meaning could not be reliably determined from the available sources.
A complaint concerning a written translation shall be considered justified if:
a) the translation contains less or more information than the source text;
b) the translation contains incorrect information compared to the source text;
c) the meaning of a translated sentence does not correspond to the meaning of the sentence in the source text;
d) the translation contains grammatical or spelling errors that affect its meaning, comprehensibility or suitability for the agreed purpose;
e) the document, after layout processing, contains obvious errors resulting from incorrect entry or transfer of text (e.g. cut, duplicated or incorrectly positioned parts of the translation), provided that VERBA was engaged for final processing.
A complaint concerning a written translation shall generally not be considered justified if:
a) it concerns a synonym or stylistic difference that does not affect the meaning;
b) the term used is confirmed in relevant dictionaries or other reliable professional sources and is appropriate to the context of the source text;
c) it concerns an individual typographical error that does not change the meaning of the sentence;
d) the error results from an unclear, illegible or grammatically incorrect source text, and the ambiguity could not be reliably resolved through professional judgement or consultation with the Client;
e) the error results from unclear specific technical or internal terms or abbreviations for which the Client did not provide the necessary explanations and whose meaning could not be reliably determined from the available sources;
f) errors in layout, formatting or technical preparation arose during processing performed by the
Client or a third party, and VERBA was not engaged for the final document check (PDF check).
For AI visibility services and other services whose results depend on third-party systems, platforms or data, a complaint shall not be considered justified solely because of:
a) failure to achieve a particular position, display, citation or presence in search engines or AI systems;
b) failure to achieve a particular level of traffic, number of enquiries, conversions, sales or other business results;
c) changes in the algorithms, rules, functionality or methodology of third-party systems;
d) changes or discrepancies in data displayed by external tools and platforms;
e) consequences of incomplete or inaccurate information provided to VERBA by the Client;
f) subsequent changes to content, materials, technical settings or implementation made by the Client or a third party.
Stylistic improvements or changes to specific technical terms or abbreviations arising from the Client’s preferences or internal rules shall not be considered defects in the translation if the original translation is professionally and linguistically correct. Such changes may be agreed as an additional service, and VERBA reserves the right to charge for them separately, particularly if the Client did not provide the relevant technical or internal terminology resources before the work commenced.
A difference in professional judgement, approach or Client preference shall not in itself constitute a defect in the service if the service has been performed in accordance with the agreed scope, requirements and professional standards.
In the event of a justified complaint, the Client shall allow VERBA a reasonable period to remedy the identified defect. VERBA shall make any correction required as a result of its own omission within the shortest possible period and at its own expense. If the complaint is not justified, VERBA shall inform the Client thereof and provide an explanation.
VERBA shall not be liable for indirect or consequential damage or loss of profit that may arise from the use of the delivered service, content, materials, recommendations or other results of VERBA’s work, nor for delays in delivery caused by circumstances beyond its control.
Except in cases of intent or gross negligence, VERBA’s total liability for all claims for damages arising from or related to an individual service shall be limited to the amount of the fee paid or payable for the service concerned. This limitation shall apply to the extent permitted by applicable regulations, unless expressly agreed otherwise with the Client.
If the harmful event is covered by VERBA’s professional liability insurance policy, the claim for damages may be submitted to the insurer and handled in accordance with the terms of the policy and the procedure prescribed by the insurer.
To the extent that translations, texts, graphics, documentation or other results of work created within the scope of the ordered service constitute copyrighted works, VERBA shall ensure that it holds the rights necessary for their use and for granting the relevant rights of use to the Client.
Upon payment of the fee for the service concerned, the Client shall acquire the right to use copyrighted works created specifically for them without limitation as to time, territory or quantity and on all media, including the right to reproduce, distribute, publish and communicate them to the public, as well as the right to modify and adapt them to the extent necessary for the purpose for which they were created and for their customary use, in accordance with applicable regulations.
The fee for the rights of use referred to in the preceding paragraph is included in the fee agreed for the service concerned, unless expressly agreed otherwise for an individual project.
Notwithstanding the preceding paragraphs, VERBA’s methodologies, know-how, processes, templates, analytical models, internal databases, tools, workflows and other materials or knowledge that were not created specifically and exclusively for the Client shall remain with VERBA and shall not be transferred or assigned to the Client merely by the performance of the service. Rights relating to translation memories, terminology databases and other language resources made available to VERBA by the Client or created specifically for the Client shall be governed according to their origin and the agreed terms.
If a result of work created for the Client contains elements of VERBA’s methodology, templates or other pre-existing materials, the Client shall have the right to use them within the delivered result for its business purposes, including sharing the result with third parties, but shall not thereby acquire the right to separately obtain, use or commercially exploit VERBA’s methodology, know-how, internal databases or tools, unless otherwise agreed.
VERBA may publicly display the Client’s name or logo as a business reference on its websites, social media and other publicly available promotional materials with the Client’s prior approval, unless expressly agreed otherwise.
If any provision of these Terms and Conditions is or becomes unenforceable or invalid, this shall not affect the validity of the remaining provisions. Such provision shall, where necessary, be replaced by a provision that most closely corresponds in meaning to the unenforceable or invalid provision.
These Terms and Conditions shall be interpreted and applied in accordance with Croatian law. VERBA and the Client shall endeavour to resolve all disputes amicably, and if this is not possible, the court with subject-matter jurisdiction in Zagreb, Republic of Croatia, shall have jurisdiction, unless a different jurisdiction is prescribed by applicable mandatory law.
hrvatski
English
Deutsch