General TERMS AND CONDITIONS

Registered office: Vojtecha Tvrdého 8, SK-010 01 Žilina,
registration number: 36 389 845, tax identification number: 2020099191, VAT number: SK2020099191
incorporated by entry in the Commercial Register maintained by the Žilina District Court, Section Sro, File 12911/L
E-mail: tetras@tetras.sk | Tel.: +421 41 5555 430
(www.tetras.sk)

Article I – Introductory Provisions

1. “Translation Company” means TETRAS, s.r.o., having its registered office at Vojtecha Tvrdého 8, SK-010 01 Žilina, registration number: 36 389 845, tax identification number: 2020099191, VAT number: SK2020099191, incorporated by entry in the Commercial Register maintained by the Žilina District Court, Section Sro, File 12911/L.

2. “Consumer Client” ” means a natural person who is not acting within the scope of their business activity or profession in connection with a consumer contract, an obligation arising from such a contract, or a business practice, and to whom the Translation Company provides services pursuant to a purchase order. References to a “Consumer Client” in these Terms and Conditions apply only to this category of client. Consumer contracts are governed by Act No 108/2024 on consumer protection and amending certain acts (the “Consumer Protection Act”).

3. “Business Client” means a natural or legal person acting in the course of business, to whom the Translation Company provides services pursuant to a purchase order. References to a “Business Client” in these Terms and Conditions apply only to this category of client.

4. “Client”means either a Consumer Client or a Business Client, with provisions using this term applying to both categories of customers.

5. These Terms and Conditions (“GTC”) govern the rights and obligations of TETRAS, s.r.o. (the “Translation Company” or “TETRAS”) and its customers (the “Client”, “Consumer Client”, or “Business Client”) in connection with the provision of translation and related services by the Translation Company. These GTC enter into force upon the award of a job and remain valid for the entire duration of this relationship. Any further ancillary agreements made orally require subsequent written confirmation by both parties.

6. These GTC constitute an integral part of every contract between the Translation Company and the Client.

Article II – Subject of Contract

1. The subject of a contract is the Translation Company’s obligation to provide the Client with the agreed services and the Client’s obligation to pay the agreed price for those services. The services cover, without limitation, written translations (including certified translations), linguistic proofreading, software localisation, the graphic and technical preparation of documents, and other translation services chosen by the Client.

2. The Translation Company provides services in compliance with its internal quality procedures, consistent with the requirements of ISO 17100:2015. Translations are produced by translators whose native language is the target language of the translation. Each translation is subsequently revised by a second translator who meets the requirements of the standard. Outputs identified in this document as produced using MT fall under ISO 18587:2017 and therefore not under ISO 17100:2015. Such texts may be used for MT training purposes. TETRAS runs a quality management system certified under ISO 9001:2015.

3. In cases where the Client engages a third party, the Translation Company contracts exclusively with the Client, who remains obliged to comply with the agreed payment terms regardless of the third party’s ability to pay.

Article III – Purchase Orders and Service Delivery

1. The Client sends the Translation Company a non-binding enquiry for the provision of a service, either via the online form or by another agreed method. On receipt of the enquiry, the Translation Company prepares and sends the Client a quotation. The quotation is an offer to enter into a contract and does not oblige the Translation Company to provide the service unless accepted by the Client. TETRAS does not begin providing the service until the quotation has been expressly accepted by the Client.

2. The enquiry must specify the type of service, the target language, the scope, the deadline, and the method of delivery. A purchase order may be placed in person, by email, through the customer portal, or using the online form at www.tetras.sk erteilt werden.

3. A purchase order is deemed placed once the Translation Company has received from the Client a form accepting the quotation by email, post, or fax, and has subsequently confirmed it in writing. These conditions must all be met.

4. If a deadline is expressly specified in the purchase order, the Translation Company is obliged to deliver the service by such agreed deadline. If the Translation Company encounters any impediment, it must inform the Client without undue delay, and a new deadline is agreed in writing between the Client and the Translation Company. If the service cannot be delivered even within an additional reasonable period, the Client is entitled to cancel the contract. Cancellation must be in writing.

5. If the Translation Company is unable to meet the deadline due to force majeure or for other reasons (e.g. if the translator falls ill, has a family emergency, or experiences computer failure) objectively beyond the translator’s control, the Translation Company must inform the Client without undue delay. In such cases, either party is entitled to cancel the contract. Cancellation must be in writing. Any partial work by the translator must be remunerated. All other rights, in particular claims for compensation for damage, are excluded in such cases.

6. The delivery period does not include the time taken to transmit the service.

7. If, when entering into a contract, the Client expressly informs the Translation Company that timely delivery of the service is imperative, the Client is entitled to cancel the contract without granting any additional reasonable period for delivery. TETRAS will refund the Client for any amount already paid for the service without undue delay, and in any event within 14 days, to the specified bank account. Cancellation must be in writing.

8. Delivery of the translation may take place either by collection in person at the Translation Company’s registered office, or by dispatch to the Client by email, courier, or post, with delivery costs to be borne by the Client.

9. The Translation Company’s obligation to deliver a service is deemed fulfilled even if the Client fails to take receipt of a duly delivered consignment or refuses to accept it. In such a case, TETRAS is entitled to reimbursement from the Client of the costs associated with the return of the consignment.

Article IV – Rights and Obligations of the Contracting Parties

1. The Client is obliged to provide all information and materials necessary for performance of the service (for example, glossaries, internal company documents, or images). If such supporting material is not supplied by the Client, technical terms are translated in a general and comprehensible form reflecting the purpose of the translation specified in the purchase order.

2. The Client is obliged to confirm receipt of the translation in writing, including in cases where the translation has been delivered by email.

3. The Translation Company is obliged to inform the Client if the source material or instructions are not helpful.

4. The Translation Company is not liable for deficiencies in the translation arising from unhelpful or defective source material, or from incorrect instructions given by the Client, provided that the Translation Company has previously notified the Client of the issue and the Client has nevertheless insisted on their use despite the Translation Company’s objections.

5. The Translation Company is obliged to maintain confidentiality in respect of all matters that come to its knowledge in the course of fulfilling its obligations.

6. The Translation Company is entitled to cancel the contract if the source material contains unlawful or inappropriate content, or if it is not possible for the service to be performed under the agreed conditions due to an impediment on the part of the Client.

Article V – Cancellation of Purchase Orders and Contracts

1. The Client may cancel a purchase order without charge before it has been confirmed in writing by the Translation Company.

2. Once a contract has been concluded, a Business Client is entitled to cancel a contract for the provision of translation services and services connected with the translation process, subject to reimbursement to the Translation Company for the actual costs incurred, namely the costs of work already performed.

3. If a contract has been concluded and the service has not yet been fully performed, a Consumer Client is entitled to cancel the contract only within the cancellation period (14 days from the date of conclusion of the contract), but is obliged to pay the Translation Company for the value of the work actually performed up to the date on which the Translation Company receives the Client’s notice of cancellation (that is, the cost of the translation produced up to the time of cancellation).

4. A Consumer Client is entitled to cancel a distance contract (the “contract”) within 14 days, without giving any reason, provided that the service has not yet been fully performed. Cancellation must be notified in writing or by email.

5. The cancellation period expires for a Consumer Client 14 days after the Client receives the Translation Company’s written confirmation of acceptance of the purchase order.

6. When exercising the right to cancel, a Consumer Client must inform the Translation Company of the decision to cancel the contract by means of a clear written statement addressed to the Translation Company. For this purpose, a Consumer Client may use the model cancellation form sent to the Consumer Client.

7. The cancellation deadline is met if the Consumer Client sends the notice of cancellation before the cancellation period has expired.

8. The Consumer Client acknowledges that a distance contract for the provision of translation services is a contract for services, the provision of which normally commences immediately upon conclusion of the contract, i.e. before expiry of the cancellation period. Accordingly, the Consumer Client gives express and irrevocable consent to the commencement of service provision before expiry of the cancellation period and confirms having been informed that, in accordance with Section 17(10)(a)(1) of Act No 108/2024 on consumer protection, by granting such consent the right to cancel the contract is lost once the service has been fully performed.

9. Under Section 19(1)(a) of Act No 108/2024 on consumer protection, a Consumer Client is not entitled to cancel a contract for the provision of translation services and services connected with the translation process, whether concluded (i) in writing or (ii) at a distance, if the service has been fully performed before expiry of the cancellation period.

10. If a distance contract has been concluded and the service has not yet been fully performed, a Consumer Client is entitled to cancel the contract only within the cancellation period (14 days from the date of conclusion of the contract), but is obliged to pay the Translation Company for the value of the work actually performed up to the date on which the Translation Company receives the Consumer Client’s notice of cancellation (that is, the cost of the translation produced up to the time of cancellation).

Article VI – Price and Payments

1. The price is determined according to the current price list or an individual quotation, and always includes VAT. If the translation is not delivered electronically, the Client is obliged to pay, in addition to the agreed price, the delivery costs, which are not included in the price.

2. The service price is payable as individually agreed between the Translation Company and the Client. The service price is agreed either per line, per word, or per page, as a fixed amount. In the case of a price per line, the extent is determined on the basis of the source text, with one standard line defined as 55 characters including spaces.

3. For each purchase order, TETRAS is entitled to charge a minimum price in accordance with its current price list.

4. The Translation Company issues a tax document (invoice), which the Client must pay by the due date and in the manner stated in that document. The standard payment term is 14 days. In the event of late payment, a contractual penalty of 0.5% of the outstanding amount may be charged for each day of delay.

Article VII – Confidentiality and Protection of Personal Data

1. All information and materials supplied by the Client are deemed confidential.

2. The Translation Company processes personal data to the extent necessary for contractual performance, in compliance with the GDPR, Act No 18/2018 on the protection of personal data and amending certain laws, and other applicable legislation.

3. The Client acknowledges that machine translations may be carried out using a machine translation tool (MT) provided by a third-party supplier with whom TETRAS has a business relationship, in which case the Client’s data that is the subject of machine translation may remain stored with that third-party supplier. By placing a purchase order, the Client confirms agreement to such processing of data. If the Client does not agree, the Client is obliged to notify the Translation Company of this fact at the time the purchase order is placed.

4. The Client is responsible for ensuring that the materials supplied to TETRAS for the purposes of contractual performance do not breach any third-party rights. Where such materials contain the personal data of natural persons, the Client represents and warrants that the processing of such data by TETRAS complies with applicable data protection law, and that the Client is authorised to disclose such data.

Article VIII – Liability for Defects

1. The service delivered is defective and may be the subject of a complaint by the Client if it has been provided in material breach of the contractual terms agreed and approved by the Client and the Translation Company, and/or if the service has not been performed to the appropriate grammatical, stylistic, or semantic quality in accordance with the requested service and/or with the Client’s requirements communicated to the Translation Company when the purchase order was placed.

Article IX – Complaints and Alternative Dispute Resolution

1. Any complaint the Client may have must be submitted without undue delay, and in any event no later than 30 working days from delivery of the service, in writing – either by post to the registered office of the Translation Company or by email to tetras@tetras.sk. Complaints submitted after this deadline are deemed late, in which case any claims under liability for defects lapse.

2. A complaint must identify the purchase order or contract and include the precise description and nature of the alleged defects, and, where relevant, supporting evidence of their existence. If a complaint is justified, TETRAS shall, at its own expense, provide a remedy within a reasonable period or grant the Client an appropriate reduction in the service fee. If there is a dispute as to the validity of a complaint, it is assessed by independent expert suppliers. The outcome of the assessment will be notified to the Client together with information on how the complaint has been resolved.

3. A Consumer Client who is dissatisfied with the way TETRAS has handled the complaint, or believes that the Translation Company has breached the Consumer Client’s rights, has the right to seek redress from the Translation Company.

4. If TETRAS rejects the Client’s request, it is obliged to notify the Consumer Client in writing of the reasons for refusing liability for defects in the delivered service. The Consumer Client has the right, under Act No 391/2015 on alternative dispute resolution for consumer disputes, to submit an application for the institution of alternative dispute resolution (“ADR”). ADR does not apply to disputes where the quantifiable value of the dispute does not exceed EUR 20.

5. Section 11(1) of Act No 391/2015 on alternative dispute resolution for consumer disputes provides that a Consumer Client is entitled to seek redress from the Translation Company if a dispute arises between the Consumer Client and the Translation Company concerning the exercise of rights under liability for defects, or if the Consumer Client believes that TETRAS has breached other rights.

6. A Consumer Client has the right to submit an application for the institution of ADR (the “application”) to an ADR entity if TETRAS has replied negatively to a request for redress or has not replied within 30 days of dispatch thereof.

7. The competent ADR entity is the Slovak Trade Inspectorate, to which a Consumer Client may submit an application at: Slovenská obchodná inšpekcia, ústredný inšpektorát, Odbor pre medzinárodné vzťahy a alternatívne riešenie spotrebiteľských sporov, Prievozská 32, p. p. 29, SK-827 99 Bratislava 27, or electronically at ars@soi.sk. Other entities authorised to engage in alternative consumer dispute resolution are listed in the online register at: www.mhsr.sk

Article X – Dispute Resolution and Final Provisions

1. Legal relations are governed by the law of the Slovak Republic. Any disputes will be resolved in the first instance by agreement, and failing that, by the competent court of the Slovak Republic.

2. The Translation Company reserves the right to amend these GTC unilaterally; the current version is always published at www.tetras.sk. In all cases, legal relations arising from a contract are governed by the Terms and Conditions in effect at the time the binding purchase order is placed.

3. These GTC take effect on 1 October 2025.