Last updated: 17 September 2026.

Key points in plain English. We transcribe, and where agreed translate, the recordings you send us. You pay the total price shown in your quote or on the online order form. If the recordings turn out to be different from what you told us (for example longer or shorter, more or fewer speakers, or less clear), the price may change, and you can accept the new price or cancel and pay only for any work already completed. Our Guarantee: if we miss the agreed delivery date, or a clear recording is transcribed at less than 99% word accuracy, we refund the price of the project and give you a credit for the same amount (clause 4). If you are a consumer you can usually cancel within 14 days, but you pay for any work we have done at your request before you cancel (clause 12). We keep your recordings confidential, process them only on your instructions under UK GDPR, and delete them on a set schedule (clause 10). Please read clauses 5 (your responsibilities), 12 (cancellation) and 13 (our liability) in particular.

1. About us

1.1 We are Transcript Divas Limited, a company registered in England and Wales under company number 08785529. Our registered office is 27 Old Gloucester Street, London, WC1N 3AX. Our VAT number is 177137100.

1.2 You can contact us by email at projects@transcriptdivas.co.uk, by phone on 020 3422 8027, or through https://transcriptdivas.co.uk/contact/. If we need to contact you, we will use the email address you gave us when ordering.

1.3 In these terms, “we”, “us” and “our” mean Transcript Divas Limited. “You” and “your” mean the person or organisation placing the order.

2. Words we use

2.1 Business client means a university, company, public body, charity or any individual acting for purposes relating to their trade, business, craft or profession, including a researcher whose project or institution is paying. We will treat an Order placed from an organisation’s email address and invoiced to that organisation as a business Order.

2.2 Consumer means an individual acting wholly or mainly outside their trade, business, craft or profession, for example a student paying personally for their own dissertation work, or an individual having a family history interview transcribed or translated and ordering work through a non-business related email address.

2.3 Materials means the audio or video recordings, documents, glossaries and instructions you give us.

2.4 Deliverables means the transcripts, translations and other outputs we produce for you.

2.5 Order means your request for services, whether made through our website, by email or on a purchase order, as accepted by us under clause 3.

2.6 Data Protection Law means the UK GDPR, the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003, as amended from time to time.

2.7 Some clauses apply only to business clients or only to consumers. They are marked [Business clients] or [Consumers]. Everything else applies to everyone.

3. How the contract is formed

3.1 A quote is valid for 30 days unless it says otherwise. It shows the total price, states whether VAT is included, and lists any extras such as rush turnaround, difficult audio, verbatim style or timestamps. Prices shown to consumers will detail VAT. 

3.2 The contract starts when we confirm your Order by an “Order Confirmation” email. By placing an Order you confirm that you have read and accept these terms. If we cannot accept your Order, we will tell you and will not charge you. 

3.3 These terms, your Order Confirmation, and for business clients any signed Data Processing Agreement or statement of work, make up the whole contract. If they conflict, the order of priority is: (a) the Data Processing Agreement on data protection matters, (b) a signed statement of work, (c) the Order Confirmation, (d) these terms.

3.4 [Business clients] Your own purchase order terms do not apply unless we have both signed a written agreement saying so. Where a university uses its own supplier agreement and we have signed it, that agreement takes priority over these terms.

3.5 Nothing we said before the contract changes it unless it is written into the Order Confirmation. This does not limit liability for fraudulent misrepresentation.

3.6 [Consumers] Your Order Confirmation email will include a copy of, or a link to, these terms and the cancellation information in clause 12, so that you have them in a form you can keep. 

4. Our services and our Guarantee

4.1 We will provide the services described in your Order with reasonable care and skill, using trained human transcribers, and in line with good industry practice.

4.2 Our Guarantee. We guarantee that (a) we will deliver by the date confirmed in your Order Confirmation, and (b) on clear recordings, your transcript will be99% accurate or more. If we miss either guarantee, we will refund the price of the affected Order in full and give you a credit for the same amount to use on future work. To claim, email us within 14 days of delivery, saying which guarantee was missed and, for accuracy, giving the timestamps of the errors. Accuracy is measured as correctly transcribed words as a percentage of the audible words in a recording. 

4.3 What the Guarantee does not cover: delay caused by late or missing Materials, incomplete instructions or late payment (clause 5); events outside our control (clause 15); recordings we told you were below the clear-audio standard before we started (clause 4.5); passages marked [unintelligible] or [crosstalk]; and the spelling of names and specialist terms you did not supply. [Business clients] The Guarantee is your only remedy for late or inaccurate delivery, except where clause 13.1 applies. [Consumers] The Guarantee is in addition to your legal rights in clause 13.5. 

4.4 How we produce transcripts and translations. You send us links to recordings or upload recordings to our website. All work is produced by human transcribers based in the UK. We never upload your recordings or transcripts to any automated transcription or generative AI service. 

4.5 Accuracy. Where parts of a recording cannot be heard reliably we mark them [unintelligible] or [crosstalk] with a timestamp so that you can check them. We will not guess. Recordings with strong accents, overlapping speakers, background noise or specialist terms may fall below the clear-audio standard. Where we reasonably can, we will tell you before we start if your recording is likely to fall below it, and the Guarantee will not apply to the affected parts. 

4.6 Changes. We may make minor changes to our services to reflect changes in law or security practice, as long as they do not materially affect the quality or price of your Order. Any other change needs your agreement.

4.7 Subcontractors. We may use vetted subcontractors to deliver the services. Every subcontractor is bound by written confidentiality obligations at least as strict as ours and by written data protection terms equivalent to clause 10, and we remain responsible for their work. All work is produced in the UK under UK GDPR.

5. Your responsibilities

5.1 Right to record and share. You confirm that you have a lawful basis, and any consent, ethics approval or notice required, to record the people in your Materials and to send the recordings to us for transcription. For research interviews this usually means your participant information sheet or consent form covers the use of a professional transcription service.

5.2 Accurate instructions. You will be clear and accurate about anything that affects the work, including the length, number of speakers, specialist terms, the transcription style you need (for example intelligent verbatim or full verbatim) and any deadline. We are not responsible for delay or errors caused by missing or inaccurate instructions.

5.3 Secure upload. You will send Materials only through our secure upload portal, or by links to secure cloud storage (for example OneDrive, SharePoint, Google Drive or Box) that we have agreed by email. Please do not send recordings as ordinary email attachments or through public links. 

5.4 Special category and sensitive data. You will tell us before upload if the Materials contain special category data (for example health information), criminal offence data, or recordings of children or vulnerable adults, so we can apply any extra safeguards.

5.5 Lawful content. You will not send Materials that you know are unlawful to possess or process.

5.6 [Business clients] You will make sure that everyone who places Orders on your account is authorised to do so.

6. Price and payment

6.1 Price. The price is set out in your quote or Order Confirmation and is in pounds sterling. We will not add any compulsory charge that was not shown to you before you ordered. Optional extras are only charged if you choose them. [Consumers] All prices shown to you include VAT at the current rate. 

6.2 Price per audio minute. Where pricing is per audio minute, it is based on the actual length of the recording. If the length or the quality of the recording (for example more speakers, or less clear than you indicated) turns out to be materially different from what you told us, we will confirm the revised price before continuing. You can accept the revised price, or cancel and pay only for work already done at your request. 

6.3 Difficult audio. If audio quality is significantly worse than expected, we will contact you before continuing. You can then accept a revised price, ask us to stop and pay only for work done, or cancel without charge if we have not started.

6.4 [Consumers] You pay in full when you place your Order, unless we agree otherwise. If you cancel under clause 12, any refund is made under that clause.

6.5 [Business clients] Accounts and invoicing. We invoice monthly in arrears. To open an account we need a named contact at a named organisation, using an email address on that organisation’s domain. If we cannot verify this, we will ask for payment before we release the Deliverables.

6.6 [Business clients] Payment terms. Invoices are due within 30 days of the invoice date, unless your Order Confirmation says otherwise. Payment is by bank transfer in pounds sterling to the account shown on the invoice, and you pay any bank or currency charges so that we receive the full invoice amount. We will never change our bank details by email alone; if you receive a request to do so, call us on a number from our website before paying. 

6.7 [Business clients] Late payment. If you pay late, we may charge interest under the Late Payment of Commercial Debts (Interest) Act 1998 at 8% a year above the Bank of England base rate, plus the fixed recovery sum set by that Act (£40, £70 or £100 depending on the invoice amount) and any further reasonable recovery costs. We may also pause work on open Orders after giving you 7 days’ written notice.

6.8 Disputed invoices. If you dispute part of an invoice in good faith, please tell us within 14 days and pay the undisputed part. We will work with you to resolve the rest promptly.

7. Turnaround and delivery

7.1 When the clock starts. Turnaround runs from when we have sent the Order Confirmation email and have access to all Materials required and, where required, payment or account verification. Materials received after 3pm UK time may count as received on the next working day. Turnaround is counted in working days (9am to 5pm UK time, Monday to Friday, excluding UK bank holidays) unless your Order says otherwise. Deliverables are due by 5pm UK time on the delivery date. 

7.2 Delivery. We deliver through links to our secure portal or by another method agreed by email. The Deliverables are delivered when they are made available to you.

7.3 Delays. If we expect to miss a delivery date, we will tell you as soon as we reasonably can and give a revised date. Agreeing a revised date does not affect your rights under the Guarantee in clause 4.2. 

8. Checking the Deliverables and corrections

8.1 Please review the Deliverables and tell us about any errors within 14 days of delivery.

8.2 We will correct any errors that are our fault free of charge, usually within 3 working days of your request. Corrections do not include changes to your instructions made after delivery, or passages we marked [unintelligible] because of recording quality, although we will re-check those on request. 

8.3 [Business clients] If you do not report errors within 14 days, the Deliverables are treated as accepted. This does not affect errors you could not reasonably have found by then.

8.4 [Consumers] The time limit in clause 8.1 is a request to help us fix things quickly. It does not reduce your legal rights if the services were not performed with reasonable care and skill.

9. Confidentiality

9.1 We will keep your Materials, Deliverables and any information about your work confidential. We will only use them to provide the services and will only share them with our staff and subcontractors who need them for that purpose and are bound by written confidentiality obligations.

9.2 We may disclose confidential information if required by law, a court or a regulator. Where the law allows, we will tell you first.

9.3 [Business clients] We understand that you may be subject to the Freedom of Information Act 2000 or the Environmental Information Regulations 2004 and may need to disclose information about this contract. Where reasonably practicable, you will consult us before doing so. 

9.4 We will not mention you or your project in marketing, case studies or client lists without your written permission.

9.5 These obligations continue after the contract ends.

10. Data protection

10.1 Roles. For personal data in your Materials and Deliverables, you are the controller and we are your processor under Data Protection Law. For personal data we collect to run your account (such as your name, email and billing details), we are the controller, and our Privacy Notice at https://transcriptdivas.co.uk/privacy-policy/ explains how we use it.

10.2 Our commitments as processor. When we process personal data for you, we will:

• process it only on your documented instructions, which are set out in these terms and your Order, unless the law requires otherwise (in which case we will tell you, unless the law prevents it)
• make sure everyone who handles it is bound by confidentiality
• keep it secure using appropriate technical and organisational measures, including encryption in transit and at rest and access controls
• store and process it in the UK
• use other processors (sub-processors, such as our hosting and email providers) only with your general authorisation. Our current sub-processors are listed in our Data Processing Agreement and available on request, and we will give you at least 30 days’ notice before adding or replacing one, so that you can object  
• help you respond to requests from individuals exercising their rights, and with security, breach notification and data protection impact assessments, taking into account the information available to us
• tell you without undue delay, and in any event within 48 hours, after becoming aware of a personal data breach affecting your data
• delete your Materials and Deliverables within 60 days of delivery, including backup copies within a further 30 days, unless you ask us to delete them sooner, instruct us in writing to keep them longer, or the law requires us to keep them. You are responsible for downloading and keeping your own copies before then 
• give you the information you reasonably need to show compliance with Article 28 UK GDPR, and allow and contribute to audits, including inspections, by you or an auditor you appoint, on reasonable notice

10.3 Processing details. The subject matter of the processing is the transcription or translation of your Materials. It lasts for the length of the Order plus the retention period in clause 10.2. The nature and purpose is transcription, translation and related quality checking. The personal data is whatever is contained in the recordings and documents you send, which may include special category data. The data subjects are the people recorded in, or referred to in, your Materials. 

10.4 Data Processing Agreement. Clause 10.2 sets out our standard processing terms. Business clients can also sign our full Data Processing Agreement, available on request, or ask us to sign their own. A signed DPA takes priority over this clause.

10.5 Your commitments as controller. You are responsible for having a lawful basis to share the personal data with us, for the notices and consents described in clause 5.1, and for making sure your instructions to us comply with Data Protection Law.

10.6 No use of AI. We will not process your recordings or transcripts using automated transcription or generative AI tools. We will not use your Materials or Deliverables to train, test or improve any artificial intelligence or machine learning model, and we will not allow any sub-processor to do so. 

11. Intellectual property

11.1 You keep all rights in your Materials.

11.2 Once you have paid for the relevant Order in full, all intellectual property rights in the Deliverables pass to you, or to your organisation if you are a business client. Until then you have a licence to use them for internal review only.

11.3 We keep ownership of our own templates, style guides, software and working methods, and nothing in these terms transfers them to you.

11.4 You give us a limited licence to copy and process your Materials only as needed to provide the services, which ends when we delete them under clause 10.2.

12. Cancelling your Order

12.1 [Consumers] Your 14 day right to cancel. If you order online, by phone or by email, you can cancel within 14 days of the day we confirm your Order, without giving a reason. 

12.2 [Consumers] Starting work early. We will only start work within the 14 day period if you expressly ask us to, for example by ticking the box on the order form asking us to complete work in two days or five days. If you then cancel, you must pay for the work done up to the time you tell us, in proportion to the full price. Once we have fully completed the services, you lose the right to cancel. 

12.3 [Consumers] How to cancel. Tell us that you want to cancel by any clear statement, for example by replying to your Order Confirmation email or emailing projects@transcriptdivas.co.uk. You can use the model cancellation form below, but you do not have to. We will refund anything you have paid, less any amount due under clause 12.2, within 14 days of the day you tell us, using the same payment method you used.  

Model cancellation email. To; projects@transcriptdivas.co.uk: I hereby give notice that I cancel my contract for the supply of the following service: [Order number].

12.4 [Business clients] You may cancel an Order by replying to your Order Confirmation email. You must pay for work already done and any non-refundable costs we have reasonably incurred, up to the full price of the Order.

12.5 Cancellation by us. We may cancel an Order before we start work if we reasonably believe we cannot deliver it, for example because the Materials are unusable or unlawful. We will refund anything you have paid for that Order.

13. Our liability

13.1 What we never limit. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded by law.

13.2 [Business clients] Losses we are not responsible for. We are not liable for loss of profit, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss.

13.3 [Business clients] General cap. Subject to clauses 13.1 and 13.4, our total liability arising from or in connection with each Order is limited to 200% of the price paid or payable for that Order.

13.4 [Business clients] Data protection and confidentiality cap. Our total liability for breach of clauses 9 or 10 is limited to £1,000,000 in total in each contract year, which is in line with our professional indemnity and cyber insurance. This is a separate cap from clause 13.3. 

13.5 [Consumers] Your rights. If our services are not performed with reasonable care and skill, or as described, the Consumer Rights Act 2015 gives you the right to ask us to fix the problem, or if that is not possible or not done within a reasonable time, to a price reduction, which may be a full refund. Nothing in these terms affects those rights. For advice, contact Citizens Advice or Trading Standards.

13.6 [Consumers] We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable when the contract was made. We supply our services for domestic and private use only, and are not liable for business losses if you use them for a business purpose.

13.7 Insurance. We hold professional indemnity insurance and cyber insurance. Details are available on request.

14. Ending the contract

14.1 Either of us may end the contract by written notice if the other (a) seriously breaches it and does not fix the breach within 14 days of being asked to, or (b) becomes insolvent or stops trading.

14.2 [Business clients] We may also end the contract, or pause work, if an invoice remains unpaid 14 days after we have sent a written reminder.

14.3 When the contract ends, you must pay for work completed and we will return or delete your Materials and Deliverables in line with clause 10.2. Clauses 6, 9, 10, 11, 13, 17 and 18 continue to apply.  

15. Events outside our control

15.1 We are not responsible for delay or failure caused by events outside our reasonable control, such as a major internet or power outage, a cyber attack despite our reasonable security measures, extreme weather, pandemic or government action.

15.2 If this happens, we will tell you as soon as possible and take reasonable steps to minimise the effect. If the delay lasts more than 14 days, either of us may cancel the affected Order and we will refund any payment for work not done.

16. Complaints

16.1 If you are unhappy, please contact the Director at accounts@transcriptdivas.co.uk. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 days. Complaints about how we handle your personal data can be sent to the same address; we will acknowledge them within 30 days at the latest, and you can also complain to the Information Commissioner’s Office at ico.org.uk. 

16.2 If we cannot resolve a dispute, we may both agree to try mediation before going to court. Mediation is voluntary and does not affect your right to go to court.

17. General

17.1 Changes to these terms. We may update these terms from time to time. The version in force when your Order is confirmed applies to that Order. For business clients with an ongoing account, we will give at least 30 days’ notice of material changes by email, and you may close your account before they take effect.

17.2 Transfer. We may transfer our rights under the contract to another business, and will tell you if we do. If you are a consumer and are unhappy with the transfer, you may end the contract and receive a refund for services not provided. You may only transfer your rights with our written agreement.

17.3 Notices. Notices under these terms may be given by email to projects@transcriptdivas.co.uk.

17.4 Third parties. No one other than you and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.

17.5 Severability. If a court finds part of these terms invalid, the rest will continue to apply.

17.6 No waiver. If we delay enforcing these terms, we can still enforce them later.

17.7 Governing law and courts. These terms are governed by the law of England and Wales. [Business clients] The courts of England and Wales have exclusive jurisdiction. [Consumers] You can bring proceedings in the courts of England and Wales, or if you live in Scotland or Northern Ireland, in your local courts, and the mandatory consumer law of the country where you live will still protect you.

18. Certified transcripts and translations

18.1 Only some of our team are certified. If you need a certified transcript or translation, you will need to inform us via email before you order and we will confirm whether we can provide it within the timeframe and at what price.