Refund, Cancellation & Delivery Policy
1. Delivery & Turnaround Times
Digital Delivery: Certified translations are delivered via email as a digitally signed and stamped PDF within the agreed timeframe (typically 2–3 NZ business days for Regular service, or 1 NZ business day for Urgent service) once payment has been received.
Hard Copy Postage: Physical copies requested with your order are dispatched via NZ Post. Postage times are subject to postal delivery schedules.
2. Cancellations & Refunds
Before Work Begins: If you cancel your order before translation work has commenced, you will receive a full refund of any payment made.
Once Work Has Commenced: Because certified translations are custom-prepared services tailored to your specific documents, cancellations made after translation work has started are eligible for a partial refund proportional to the work not yet completed.
Completed Translations: Once the completed certified translation PDF has been delivered, refunds are not available for change of mind or because a third-party agency changes its document requirements after your quote was confirmed.
3. Accuracy & Revisions
Corrections: Tomlex Translation takes utmost care to ensure accuracy. If you notice any typographical error, mistranslation, or discrepancy compared to the original source document provided, please contact us within 14 days of delivery and we will correct and reissue the translation free of charge.
New Information: Amendments requested due to updated source documents or additional text not included in the original quote will be quoted as a separate job.
Privacy Policy
Last Updated: November 2026
Tomlex Translation (“we”, “our”, or “us”) respects your privacy and is committed to protecting your personal information in accordance with the New Zealand Privacy Act 2020. This policy explains how we collect, use, store, and protect your information when you visit tomlex.co.nz or use our translation services.
1. Information We Collect
To provide quotes and complete your translation orders, we collect:
Contact Details: Your name and email address (and postal address if hard copy delivery is requested).
Source Documents: Personal identification and official records you submit for translation (such as driver licences, birth or marriage certificates, and criminal record checks).
Billing Information: Invoice details and payment confirmation records.
2. How We Use Your Information
We collect and use your personal information strictly to:
Prepare accurate quotes and communicate with you regarding your order.
Complete, certify, and deliver your requested translations.
Issue invoices, process payments, and maintain required business and tax records under New Zealand law.
3. Payment Processing (Stripe & NZ Bank Transfer)
Online payments are processed securely through Stripe. Tomlex Translation does not collect, view, or store your full credit card or bank account details on our website or servers. Stripe processes your payment information in accordance with PCI-DSS security standards and Stripe’s own Privacy Policy. For customers paying from within New Zealand, direct bank transfer is also available upon request, with bank account details provided on your invoice.
4. Confidentiality & Document Storage
Strict Confidentiality: All documents submitted for translation are treated as strictly confidential. We never sell, rent, or share your personal information or documents with third parties, except where required by New Zealand law or necessary to deliver your order (such as NZ Post for physical mail).
Data Retention: Digital copies of source documents and completed translations are stored securely on password-protected systems only for as long as necessary to fulfil your order, provide reissue support, or meet legal record-keeping obligations, after which they are securely deleted. Any documents printed during the translation or certification process are securely shredded once your order is complete.
5. Your Rights (Access & Correction)
Under the New Zealand Privacy Act 2020, you have the right to ask for a copy of any personal information we hold about you, and to ask for it to be corrected if you think it is wrong. You may also request the deletion of your source documents once your order is complete.
Contact Us
If you have any questions about this Privacy Policy or wish to access, correct, or delete your personal information, please contact Esther at:
Email: esther@tomlex.co.nz
Phone: +64 22 126 7558
Location: 6 Rajputana Way, Wellington 6035, New Zealand