Terms and Conditions
These Terms and Conditions apply to all orders placed with TOUCANADA SERVICES LTD., operating as Toucan Translation (“Toucan”). By confirming an order, submitting payment or authorizing us to begin work, the client agrees to the following terms.
Personal Information and Confidentiality: Toucan respects the privacy and confidentiality of its clients. Personal information and documents will only be used to prepare, certify, deliver and administer the requested services, process payments, maintain business records and comply with legal or professional obligations. Information will not be sold or used for unrelated purposes. Reasonable measures will be taken to protect client information, although no electronic transmission or storage system can be guaranteed to be completely secure.
File Retention and Deletion: Source documents, working files and completed translations may be retained after completion. If a client requests the deletion of their files, Toucan will delete the relevant source documents and translation files. Certain limited records, such as invoices, payment records and information required for legal, tax or professional purposes, may still be retained as required. Once translation files have been deleted, replacement copies may no longer be available. If a translation must be recreated, it will be treated and charged as a new order.
Quotations and Payment: Quotations are based on the documents and information provided at the time of assessment. Prices and turnaround times may change if clearer or additional pages are later provided, the source documents are replaced, the scope of work changes or additional certification, printing, mailing or rush service is requested. Unless otherwise agreed in writing, full payment is required before work begins. Where several documents are submitted but payment is made for only some items, only the paid items will be processed.
Source Documents: Clients must provide complete, legible and final versions of all documents to be translated. Toucan is not responsible for errors, omissions or delays caused by blurred, cropped, incomplete, altered or illegible documents, missing pages or incorrect information supplied by the client. Visible handwritten notes, corrections, stamps, seals or other markings may be reproduced or described in the translation where appropriate. Any document replaced or modified after work has begun may result in additional charges and a revised completion time.
Names and Personal Information: Clients are responsible for providing the official English spelling of names and other personal information where required, preferably as shown on a passport or other identification document. If no official spelling is provided, Toucan may use a reasonable transliteration. Changes requested after completion because the official spelling was not originally supplied are not considered translation errors and may be subject to an additional fee.
Certified Translations: Toucan is responsible for the accuracy and completeness of the translation it produces, not for the authenticity, accuracy, legality or validity of the original document. Certification of a translation does not certify the original document or guarantee its acceptance by any immigration authority, court, educational institution, licensing body, employer or other organization.
The certified translator retains professional control over the final wording and certification of the translation. Client comments and terminology preferences will be considered, but Toucan will not adopt wording that is inaccurate, misleading or inconsistent with the source document or applicable professional standards.
Receiving-Organization Requirements: Clients are responsible for confirming the requirements of the organization receiving the translation, including the required translator association, certification format, affidavit, notarization, paper copy, original signature or delivery method. General information provided by Toucan does not constitute legal, immigration, licensing or other professional advice. Rejection resulting from undisclosed or incorrectly understood submission requirements does not entitle the client to a refund.
Corrections: Confirmed translation, typographical or formatting errors attributable to Toucan will be corrected without charge if reported within 30 days of delivery.
Changes based on personal preference, newly supplied information, alterations to the original document, revised instructions or requirements that were not disclosed when the order was placed are not considered errors and may be charged separately.
All Sales Are Final: All sales are final. Once payment has been received and an order has been confirmed, payments are non-refundable and non-transferable.
No refund will be issued because of a change of mind, accidental or duplicate order, client delay, incorrect or incomplete information supplied by the client, a change in application requirements, dissatisfaction based solely on wording preference or rejection by a receiving organization.
If Toucan is unable to provide the purchased service, an appropriate refund or credit may be issued for the uncompleted portion. This policy is subject to any rights and remedies available to consumers under applicable law.
Turnaround Times: Turnaround times begin only after payment, complete documents and all required information have been received. Completion dates are estimates unless a guaranteed deadline is expressly confirmed in writing. Toucan is not responsible for delays caused by incomplete information, client revisions, technical problems, certification-platform interruptions, postal services or other circumstances beyond its reasonable control.
Electronic and Paper Delivery: Electronic files will be sent to the contact information provided by the client. Clients requesting paper delivery must provide a complete and accurate mailing address. Before mailing, Toucan will photograph the addressed envelope with the required postage affixed. Toucan is not responsible for loss, damage or delay caused by postal or courier services, customs authorities or an incorrect address. Regular mail does not include tracking, and the client accepts the associated delivery risk when choosing an untracked service. If a mailed item is not received and the client requests another copy to be sent, the applicable mailing fee must be paid again before the replacement is mailed.
Force Majeure: Toucan will not be liable for delays or inability to complete an order due to circumstances beyond its reasonable control, including serious illness, personal emergencies, power or internet outages, labour disruptions, natural disasters, government actions, postal interruptions or third-party service failures. If an order cannot be completed, any refund will be limited to the portion of the service not performed.
Refusal or Termination of Service: Toucan reserves the right to refuse, suspend or terminate an order where documents or instructions appear fraudulent, altered, unlawful or misleading; payment or necessary information has not been provided; the client requests an inaccurate or deceptive translation; or communications become threatening, abusive, discriminatory, harassing or otherwise unreasonable. Any amount retained will reflect work already completed and expenses incurred.
Limitation of Liability: To the extent permitted by law, Toucan’s total liability for any order will not exceed the amount paid for the affected service. Toucan is not responsible for indirect or consequential losses, including missed deadlines, lost opportunities, application outcomes or decisions made by third parties.
Updates: Toucan may revise these Terms and Conditions from time to time. The version in effect when an order is confirmed will apply to that order.
By confirming an order, submitting payment or instructing Toucan to begin work, the client acknowledges that they have read and accepted these Terms and Conditions.