Frequently asked questions
Everything you need to know about official translations online — short, clear answers across 6 categories.
Pricing and payment
How much does a translation cost at tradu.online?
The price depends on the character count, language, complexity and deadline. The base rate for common pairs (ro↔en, ro↔ru) starts from 5 credits per 1,000 characters. As soon as you upload your document you receive a transparent cost breakdown — with no hidden extras.
What is included in the price and what is charged separately?
The base price covers OCR, formatting retention, the translation itself, delivery in the source format and 90 days of storage in your account. Only genuine external costs are charged separately: urgency (×1.5 or ×2.5), notarial certification, apostille, courier delivery and the designer's manual work for print-ready output.
Can I pay by card?
Yes, we accept Visa/Mastercard cards via Stripe (international) and MAIB (Moldova, payment in MDL). A tax invoice is issued automatically. For EU B2B clients we apply reverse charge in line with the VAT directives.
Are there any discounts or loyalty schemes?
For large orders (over 50,000 characters) we offer an automatic 10% discount. B2B clients on a monthly subscription receive preferential rates. Keep an eye on the promotions section for seasonal codes.
What happens if I cancel my order?
If the translation hasn't started — an automatic 100% refund. If it has started but isn't finished — payment in proportion to the volume completed. EU consumers benefit from the 14-day right of withdrawal under Directive 2011/83/EU.
Deadlines and urgency
How long does a standard translation take?
The standard rate is 72 hours (×1.0). For small documents (1-3 pages) we usually deliver within 24-48 hours at this rate. Working hours — 09:00-20:00 EET (Chisinau/Bucharest time).
What do the urgent and express rates mean?
Urgent ×1.5 — delivery within 24 hours. Express ×2.5 — delivery within 4 hours, available 24/7 including weekends and public holidays. Both carry a surcharge on the base rate to compensate the translator for out-of-hours work.
Is the deadline paused while I'm waiting for the client's reply?
Yes. The time spent waiting for your reply (e.g. when we ask you to upload your passport for transliteration) does not count towards the translator's delivery deadline. Fault attribution is transparent in your personal account.
What happens if the translator misses the deadline?
If the delay is the translator's fault, we refund the difference between the rate you paid (urgent) and the actual rate (standard). If it's due to external causes — the Platform's force majeure — we absorb the difference ourselves.
How do I know the status of my order?
In your personal account you can see the status in real time: received → OCR → translation → proofreading → ready. Notifications by email, push and optionally via WhatsApp/Telegram/Viber at every status change.
Quality and translators
Who translates my documents?
Translators authorised by the Ministry of Justice of Moldova or of Romania, depending on where the translation is intended to be used. Each holds a validated specialisation — legal, medical, technical, academic. Allocation is automatic, based on the document's profile.
What happens if I'm not satisfied with the quality?
Free revision is guaranteed for 30 days from delivery. If, after revision, you still consider the translation inadequate — a partial refund or a redo with a different translator, at your choice.
Do you use AI or humans?
The process is hybrid. OCR and pre-translation use AI (for speed), but the final translation, proofreading and legal adaptation are always done by an authorised human. For official documents, AI is merely a working tool for the translator, not a replacement.
Can you preserve the original formatting — tables, columns, diacritics?
Yes. Our algorithm preserves the source formatting (DOCX, XLSX, PDF, PPTX) with tables, margins, fonts and diacritics. For complex PDFs we optionally offer Print-ready with the designer's manual steps.
How do you keep names and terms consistent throughout the translation?
We have a strict name transliteration system based on source documents (see the transliteration guide). For legal/technical terms we build per-client glossaries to maintain consistency across multiple orders.
Notarisation and apostille
What's the difference between a certified, notarial and apostilled translation?
Certified — certified by an authorised translator. Notarial — certified plus authenticated by a notary (for certain authorities). Apostilled — notarial plus a stamp from the Ministry of Justice (for recognition abroad). tradu.online offers all three levels.
Do I need an apostille?
If the document will be used in a country that is a party to the Hague Convention (including the EU, USA, Canada, Japan) and the institution requires an apostille — yes. For countries that are not parties to the Convention, consular legalisation is required.
How long does an apostille take?
In Moldova — 1-3 working days at the Ministry of Justice (100 MDL fee). In Romania — 1-2 days at the Prefect's Office or the Court (20 RON). tradu.online handles the entire process, including the trips involved.
Do I have to travel in person for legalisation or apostille?
No. Order online, and tradu.online coordinates the translation, notarisation and apostille, with delivery by courier to your door anywhere in Moldova or Romania.
Which documents cannot be legalised?
Unwritten documents, severely damaged ones, unclear copies of originals, expired documents (e.g. old passports for current paperwork). We inform you before the order if the document requires replacement or other preliminary steps.
Delivery and final format
Do I receive the translation by email or on paper?
For simple translations — digital format only (PDF/DOCX) by email. For legalised translations — first a scan by email, then the paper original delivered by courier. Choose your option when placing the order.
Which couriers do you work with?
In Moldova — Nova Poshta, DPD, Posta Moldovei. In Romania — Fan Courier, Cargus, Sameday, DHL. For international deliveries — DHL or FedEx. Exact options and rates are shown at checkout.
How long does delivery take?
Moldova — 1-2 working days in Chisinau, 2-3 days countrywide. Romania — 1-3 working days. International — 3-7 days. Express (same-day in Chisinau or Bucharest) — available for urgent orders.
Can I collect the translation in person?
Yes, we have collection points in Chisinau and Bucharest. The option is selected at checkout and is always free. You'll receive a collection code by email.
Which file formats do you support?
PDF, DOCX, XLSX, PPTX, ODT, ODS, ODP, RTF, TXT, CSV, HTML, JPG, PNG, TIFF, BMP, WEBP, HEIC and many more — over 30 formats. We keep the source format on delivery unless you specify otherwise.
Confidentiality and data
What happens to my documents after translation?
Source documents are deleted 30 days after delivery via secure delete (overwrite + unlink). Passport scans and civil-status documents — within 7 days of delivery, with a separate encryption key. Completed translations remain in your account for 90 days.
Who has access to my documents?
Only the authorised translator assigned to the order and, where necessary, the quality moderator. All of them sign a DPA and NDA before being granted access. Access to passport scans is view-only (no download) and every view is recorded in the audit log.
Can I request the deletion of my data?
Yes, at any time. In your personal account — the “delete account and data” button (GDPR Art. 17). Exception: invoices and tax data that we are required to retain for 5 years under MD/RO legislation. For more details, see the Privacy Policy.
Is my data transferred outside the EU?
No. Our servers are in the EU (Germany/Ireland), and payments are processed via Stripe Europe (Ireland) and MAIB (Moldova). No transfer to the USA or other jurisdictions without an adequacy decision.
Are you GDPR-compliant?
Yes — we implement all the GDPR principles: explicit consent, data subject rights (access, rectification, erasure, portability), encryption at rest (AES-256), audit trail, a dedicated DPO and 72-hour breach notification. Law 133/2011 of Moldova is fully observed.
Didn't find your answer?
Message us on WhatsApp, Telegram or email — we reply within 2 hours during working hours.