Questions people ask before they order
Not here? Email payments@rabbittranslate.com or call (305) 240-7555.
Buying and pricing
Why are the prices fixed?
Because most documents fit a size. Each package has a price and a word cap, and you pick the one that holds your text. Nobody has to wait for a quote to find out whether it's $199 or $1,999.
How is a word counted?
We count words in the source document, the one you send, not the translation. Word processors and PDF readers disagree by a few percent, so if you're close to a cap, pick the next package up. The word-count helper on the prices page gives you a quick read.
My document is longer than the cap. Now what?
We won't bill you for the overage automatically. Ask for a quote with the document type and roughly how long it is. If it splits cleanly, say into separate contracts, you can also buy more than one package.
I need two languages, or three documents. How does that work?
Set the quantity. Quantity = another target language or another document of the same size, each up to the word cap. Write what each unit is in the language-pair field on the cart line.
Can you do it faster than the listed days?
Sometimes. Rush is a quote, not a button, because it depends on what else is in the queue. Tell us the date.
Files and privacy
When do I send the files?
After you pay. The page you land on has a short brief form, and you send the files by replying to your confirmation email or sharing a link. There's no upload box on this site.
Are my documents kept confidential?
We treat client files as confidential, and we'll sign a mutual NDA if you ask. Translators and reviewers who handle files are bound by confidentiality obligations. Email attachments aren't encrypted by default, so if that matters to you, tell us before sending.
Can I send patient or health information?
Please don't, not yet. Medical documents can contain protected health information. If you're a covered entity or business associate and need a Business Associate Agreement, contact us before sending files. Wherever you can, remove names, dates of birth and ID numbers first.
Quality and revisions
Who translates and who checks?
One linguist translates, and a different one reviews the result against your source before it reaches you. That's the second-linguist step on every package.
What if I find a mistake?
Tell us within 14 days of delivery. If it's an error compared with your source, we fix it free. If you'd simply prefer different wording, or the source file changed, that's quoted separately.
Will it look like my original?
We match the formatting of your source where possible: Word stays Word, headings and tables stay put. Heavy layout work in design files is different, and the larger medical and technical packages include a limited amount. If your file is a scan, it may need text extraction first, which is a quote.
What we don't do
Is this a certified translation?
No. In the US, “certified translation” means a translator signs a statement that the translation is complete and accurate. Packages don't include that statement. Notarization is something else: a notary confirms who signed, not that the translation is good. We don't offer certified or notarized personal-document translation, and we can't guarantee that any authority will accept a translation.
Do you do apostilles, interpreting or legal and medical advice?
No to all three. We translate documents. If you need someone to speak in a room, sign off clinically or advise you legally, you need a different professional.
Do you translate immigration papers, birth certificates, school records?
That's personal-document work, and it's usually where certification comes in. It's outside what we sell. We'd rather say so than take your money for something the receiving office may reject.