Gengo Quality Policy

Gengo is designed for dynamic, everyday content, whether for personal or business use.

Translation quality is influenced by many factors. The best translations are achieved when translators work with clear instructions and easily understandable text. Context is also crucial, especially for shorter texts, such as tweets, app strings or website localization.

Which quality level should I use?

The difficulty of the content will decide which tier that content is ordered at.

TYPE OF CONTENT

Everyday use

Email
Letter
Internal communication
General translation
STANDARD BUSINESS ADDITIONAL SERVICES
Recommended

Dynamic, online

Product descriptions
User-generated content
Social media posts
Video captions
STANDARD BUSINESS ADDITIONAL SERVICES
Recommended

Business

Presentations
Articles
Reports
STANDARD BUSINESS ADDITIONAL SERVICES
Recommended

Market-entry app/web localization

App descriptions
App/Website UI strings
STANDARD BUSINESS ADDITIONAL SERVICES
Recommended

Media publishing

Guides
Articles
Static web copy
STANDARD BUSINESS ADDITIONAL SERVICES
Recommended

* Contact us to discuss with our sales team.

What we are good at

Here’s what you can expect from Gengo:

  • Translations with a human voice
  • Quick results, usually within 24 hours
  • Metrics-based assessment of translation quality
  • If we are not right for you, we’ll say so and point you to a solution that is

What we don’t support

We do not offer translation for the following types of content:

  • Gist or summary translation
  • Legal, medical, technical or other specialist texts
  • Texts that require creativity or where brand image is at stake
  • Safety-critical texts or material where human life may be at risk in case of error

How are the quality levels different?

LEVEL

Recommended content

 STANDARD Casual, Dynamic BUSINESS Professional ADDITIONAL SERVICES Any supported content

What you get

 STANDARD Largely accurate translation with a human voice by a translator who passed our Standard-level test BUSINESS Translation for professional use with an even higher accuracy level by a translator who passed our more rigorous, Business-level test ADDITIONAL SERVICES Further boost to quality, consistency or terminology accuracy. Only available for customers with sales support

Gengo quality score

The scores represent our error tolerance 		STANDARD 7.0+ BUSINESS 7.0+ ADDITIONAL SERVICES –

Approvals & rejections

All customers have the opportunity to review translations before approving them. If a translation is not reviewed by the customer within 120 hours, the translation will be automatically approved.

If you feel that there are quality issues with the translation, you can request corrections from the translator. If there are severe problems with the job, you have the option of rejecting it and requesting a full refund or passing the job to another Gengo translator, for free. A rejection request is approved if we find that the job does not meet Gengo quality standards.

Unsupported content

If you submit content that is not supported by Gengo, you lose your right to rejection or corrections. Gengo does not guarantee, and accepts no legal liability whatsoever arising from or connected to, the accuracy, reliability, or completeness of any material translated through Gengo.com. View our legal terms and conditions for more information.

Flagging

Our translators may flag jobs that appear to be too specialist for Gengo. You’ll receive an email letting you know that a translator has found a problem with your job, and an invitation to review the issue or provide more information to help. Translators also flag jobs that appear to have an incorrect word count or have other problems that prevent translation.

Gengo quality at your service

By using Gengo’s quality guidelines, you can help us ensure your Gengo experience is as satisfying as possible. We are excited to work with you and contribute to your global communications success!