Terms of Service

1. Agreement to Terms

These Terms of Service ("Terms") are a legally binding agreement between you ("Client", "you") and the sole trader in the United Kingdom who operates Saintara ("Saintara", "we", "us", "our"), of Office 2069, 60 Tottenham Court Road, Fitzrovia, London W1T 2EW, United Kingdom. By registering for or using Saintara ("the Service"), you agree to these Terms. If you do not agree, do not use the Service.

These Terms cover the Service itself. The features, allowances and prices of each plan are set out on our pricing page, and our handling of personal data is covered by our Privacy Policy and, where we process data on your behalf, by the data processing schedule in section 16. If there is a conflict, these Terms take priority, except that section 16 takes priority on data processing.

Some parts of these Terms apply differently depending on whether you use the Service as a consumer (for purposes mainly outside your trade, business or profession) or as a business. Where that is the case, we say so. Nothing in these Terms affects your statutory rights as a consumer.

2. Description of Service

Saintara is a website translation service. You add a JavaScript snippet (or our WordPress plugin) to your website. When a visitor selects a language, the snippet sends the page's text to the Saintara API, which translates it using a third-party translation provider and returns the result. Translations are cached so the same text is not translated twice.

In these Terms, a Visitor is someone who visits your website and uses the language selector. Visitors are not our customers and have no account with us; your agreement with them, and your own privacy notice, govern their use of your site.

Saintara is offered under two models, which you select when you choose a plan:

• Bring Your Own Key (BYOK) — you supply your own API key from a supported provider (DeepL, OpenAI, Amazon Translate or Google Translate). You pay Saintara for the Service and pay your provider separately for translation usage.
• Managed — Saintara supplies the translation capacity. You do not provide a provider key; translation is included within your plan's allowance.

Each plan includes an allowance of new text translated. When you reach it, content that has already been translated keeps being shown, and new content stays in its original language until your allowance resets or you upgrade. We may also apply reasonable rate limits to protect the Service.

How your allowance is measured. Allowances are measured in characters and shown as words, at six characters per word. Languages that use longer words will therefore use your allowance faster. Only new text counts: text we have already translated for you, and translations you have set yourself, do not use your allowance again, and each language you translate into counts separately. Your allowance resets every month on your billing day, including on annual plans, and unused amounts do not carry over.

We may change how allowances are measured or counted by giving you at least 30 days' notice. A change will not affect a period you have already paid for, and you can cancel before it takes effect.

3. Account Setup and Eligibility

You may register for an account through our website. You must provide a valid email address and verify it before your account is activated, and you must keep your information accurate and up to date.

You are responsible for keeping your account password secure. Tell us immediately at [email protected] if you suspect unauthorised use of your account.

You must be at least 18 years old and have the authority to accept these Terms for yourself or your organisation. The Service is not offered to people in the European Union, and we may decline or close registrations from there.

4. API Keys and Provider Accounts (BYOK)

If you use the BYOK model, you are responsible for your translation provider API key ("Provider Key"), including its security, your account with the provider, and any costs you incur with them. We store your Provider Key encrypted and use it only to send your translation requests to your chosen provider on your behalf.

Your provider's charges, limits and outages are governed by your agreement with that provider, and we are not responsible for them. Managed clients do not supply a Provider Key.

5. Acceptable Use

You agree not to use the Service to:

• Translate content that is unlawful, harmful, abusive, hateful, or infringes anyone's rights
• Attempt to reverse-engineer, scrape, or abuse the Saintara API
• Share your account credentials with anyone you have not authorised
• Circumvent rate limits, usage limits or access controls
• Use the Service in any way that could damage, disable, or impair our infrastructure

Keeping personal content out of translation. Our snippet does not send the contents of form fields (such as text boxes and dropdowns) or editable areas of your pages. You can also exclude an element and everything inside it by adding data-sb-skip="deep" to it, or only the element's own text (not its children) with data-sb-skip="self". You are responsible for deciding what may be sent for translation, and for excluding pages or parts of pages that contain personal or confidential information you do not want sent to a translation provider.

Checking translations. Translations are produced automatically and can be wrong or unsuitable in context. You should check translations that matter, for example legal, safety or pricing information, before relying on them. You can keep content out of translation altogether using the content controls described above.

6. Trial, Subscriptions and Payment

Free trial. New clients receive a 7-day free trial. No payment details are needed and we charge you nothing. The trial ends automatically after 7 days; to continue, you must subscribe to a paid plan. The trial is available for BYOK only, not for Managed plans: you connect your own translation provider key, and your provider may charge you for the translations made during the trial under your account with them.

Subscriptions. Prices are shown in US dollars and exclude any applicable sales tax, which is calculated and shown at checkout. Paid plans are billed in advance and renew automatically (monthly or yearly, as you choose) until you cancel. By subscribing, you authorise us, through our payment processor Stripe, to charge your payment method the plan price on each renewal date. Stripe handles your card details; we never see your full card number.

Changing plan. Upgrades take effect immediately and are charged on a prorated basis. Downgrades take effect at the end of your current billing period.

Cancelling your subscription. You can cancel at any time in the Account tab of the client portal. Cancelling stops future renewals; you keep access until the end of the period you have already paid for. Cancelling your subscription is different from deleting your account (section 9).

Your 14-day right to cancel (UK consumers). If you are a consumer in the UK, you can cancel your subscription within 14 days, ending at the end of the 14th day after the day you subscribed, without giving a reason. To do so, tell us clearly, for example by email to [email protected] or by post, and you may use the model cancellation form at the end of these Terms (you do not have to). If you cancel within this period, we will refund everything you paid for that subscription, without undue delay and no later than 14 days after you tell us, to your original payment method.

Other refunds. Apart from the right above, fees already paid are not refundable when you cancel, except where the law requires otherwise. This does not affect your other rights, for example if the Service is not provided with reasonable care and skill. If you think you are owed a refund for another reason, contact us.

Failed payments. If a renewal payment fails, Stripe may retry it. If payment cannot be collected, your subscription may be cancelled and your account suspended until payment is resolved.

Price changes. We will give you at least 30 days' notice of a price change. It will not affect the period you have already paid for, and you can cancel before it takes effect.

7. Data and Privacy

We handle personal data as described in our Privacy Policy. For the content of your website that you send us for translation, and data about your website's visitors, we act as your processor: we use it only to provide the Service to you. That content may include personal data, and you are responsible for having the right to send it to us and for telling your visitors how their data is used. We do not sell your data.

8. Domain and Site Eligibility

The translation service works only on domains registered to your account. We may review, decline, or remove any domain or site that breaches these Terms or poses a security or legal risk.

9. Deleting Your Account and Termination

By you. You can delete your account at any time using the account deletion feature in the portal, or by contacting us. Deleting your account ends your subscription immediately, without a refund for the rest of the current period (except under your 14-day right in section 6), and removes your data as described in section 7 (Data Retention) of our Privacy Policy.

Suspension for urgent risk. If your account poses an immediate security, legal or technical risk to the Service or to others, we may suspend it straight away. We will tell you as soon as we reasonably can, and restore the Service once the risk is resolved.

Other breaches. For anything else, we will tell you what is wrong and give you a reasonable chance to put it right before we suspend or end your account. We may end your account if you seriously or repeatedly breach these Terms.

Ending the Service. We may end the Service for any other reason by giving you at least 30 days' notice. If we end or suspend your account other than because of something you have done wrong, we will give you a proportionate refund of the fees you have paid for the period after it ends, to your original payment method.

10. The Service We Provide

We will provide the Service with reasonable care and skill. Machine translation is not perfect: translation quality depends on the third-party provider used, and we do not promise that translations will be error-free or that the Service will be uninterrupted.

If you are a business, to the extent the law allows, the Service is otherwise provided "as is" and "as available", without any other warranties, express or implied, including fitness for a particular purpose. If you are a consumer, you have legal rights in relation to services that are not provided with reasonable care and skill, and nothing in these Terms affects them.

11. Limitation of Liability

Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.

If you are a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these Terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

If you are a business, we are not liable for any indirect or consequential loss, or for loss of profits, revenue, data or business, and our total liability to you for all claims arising under or in connection with these Terms is limited to the greater of (a) the total fees you paid us in the 12 months before the event giving rise to the claim, and (b) US$100.

12. Changes to Terms

We may update these Terms from time to time, for example to reflect changes to the Service, to our providers or costs, or to the law. We will tell you about material changes by email or in the portal at least 14 days before they take effect. If you keep using the Service after the updated Terms take effect, including keeping your subscription active or the Saintara snippet on your site, you accept them. We may also ask you to confirm your acceptance when you next sign in. If you do not agree, you can cancel at any time, before or after the change takes effect, and you will not be charged again. If a change materially disadvantages you and you cancel because of it, we will refund the unused part of any period you have already paid for. Previous versions are linked at the top of this page.

13. Governing Law

These Terms are governed by the laws of England and Wales. If you are a business, the courts of England and Wales have exclusive jurisdiction over any dispute. If you are a consumer, you may bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts there.

14. Support, Complaints and Contact

Support. Saintara is run by a small team, and support is by email at [email protected]. We aim to reply within 3 business days. We do not offer telephone support or guaranteed response times.

Complaints. If something has gone wrong, email us with "Complaint" in the subject line and tell us what happened and what you would like us to do. We will acknowledge it within 7 days and aim to resolve it within 30 days.

Contact. Questions about these Terms? Email [email protected] or write to us at Office 2069, 60 Tottenham Court Road, Fitzrovia, London W1T 2EW, United Kingdom.

15. Your Content and Our Service

You keep ownership of your website content. You give us permission to process, translate, cache and display it, and to send it to translation providers, only as needed to provide the Service to you. You confirm you have the rights needed to give us that permission.

We own the Service, including the snippet, plugin, portal and API. We give you permission to use them for your websites while your account is active and you follow these Terms.

16. Data Processing Schedule

This section applies where we process personal data on your behalf, that is, the content of your website that you send us for translation and data about your Visitors. For that data you are the controller and we are your processor. It does not apply to data about you as our customer, where we are the controller (see our Privacy Policy).

• Subject matter and duration — translating and caching your website content for as long as your account is active, and for the retention periods in our Privacy Policy.
• Nature and purpose — receiving page text, sending it to a translation provider, storing translations in our cache, and returning them to your website.
• Types of personal data — any personal data contained in the page text you send us, and Visitors' IP addresses and request details.
• Categories of data subject — your Visitors, and anyone mentioned in your website content.
• Our instructions — we process this data only on your documented instructions, which these Terms and your settings in the portal form, unless the law requires otherwise; we will tell you if we think an instruction breaks data protection law.
• Confidentiality — anyone we allow to process this data is bound by a duty of confidence.
• Security — we take the measures described in our Privacy Policy, including encryption in transit, encrypted storage of provider keys, access controls and keeping readable page text out of our logs.
• Sub-processors — you authorise the providers listed in our Privacy Policy. We will give you at least 30 days' notice before adding or replacing one, and you may object by cancelling your subscription before the change takes effect. We remain responsible for their performance.
• Assistance — taking account of what we know and can do, we will help you respond to requests from individuals, and with security, breach notification and impact assessments.
• Breaches — we will tell you without undue delay after becoming aware of a personal data breach affecting your data.
• Deletion or return — when your account ends we delete this data as described in our Privacy Policy, except where the law requires us to keep it.
• Information and audits — we will give you the information you reasonably need to show we are meeting these obligations, and allow audits, on reasonable notice and no more than once a year unless a regulator requires otherwise.
• International transfers — we only transfer this data outside the UK in line with our Privacy Policy and with safeguards recognised under UK law. If you use your own provider key, your provider processes the content under your own account and agreement with them.

Model cancellation form

(Complete and return this form only if you wish to cancel under your 14-day right. You can also cancel in any other clear way.)

• To Saintara, Office 2069, 60 Tottenham Court Road, Fitzrovia, London W1T 2EW, United Kingdom, [email protected]:
• I/We hereby give notice that I/We cancel my/our contract for the supply of the following service: Saintara subscription ([plan name])
• Ordered on: [date]
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is sent on paper):
• Date: