Confidentiality and Information Security
How we handle the files you entrust to us: who can access them, which tools we use and how we delete them on request.
Request a Free QuoteOur commitment
The documents, recordings and information you send us for translation, transcription or review are treated as confidential from the quote request onwards, throughout the work and after delivery. This page explains, in plain language, what that means in practice. The contractual commitment is set out in clause 2 of our General Terms and Conditions of Sale and applies to all work, with or without an additional confidentiality agreement.
Who has access to your files
Your files are handled by our project management team and by the linguists assigned to the project. The translators, reviewers and post-editors we work with sign a confidentiality agreement with M21Global that covers all projects, before they receive their first one. Our in-house staff are bound by the same duty of confidentiality. Access to our systems is protected by credentials.
Where our systems are located
Our servers are located in the European Union. We make regular backups, which are also kept in the European Union.
Machine translation and artificial intelligence tools
We use computer-assisted translation tools (translation memories and glossaries) installed on our own servers. For machine translation, optical character recognition and the organisation of incoming email, we use artificial intelligence providers that process the content on our behalf. These providers do not use our data to train or enrich their engines.
Retention and deletion of files
We keep the files of each project so that we can respond to complaints and keep later translations for the same client consistent. At the client's request, made in writing at any time, we delete the files of a completed project from our production systems and confirm the deletion in writing. Billing and project management data (name, contact details, description of the service, amounts) are kept for the periods required by law, as described in our Privacy Policy.
Confidentiality and data processing agreements
We sign the confidentiality agreement the client sends us, before we receive the files. Where the work involves personal data of third parties, in particular health data, and the client requests it, we enter into a data processing agreement under Article 28 of the GDPR, in which we act as processor. This agreement sets out in writing the instructions, the security measures, the authorised sub-processors and the deletion of the data at the end of the contract.
Certification and audit
Our processes are certified by Bureau Veritas to ISO 17100 (translation services) and ISO 18587 (post-editing of machine translation output). Confidentiality and information security are part of the audited system. You can find more on our certification page.
Contact
For any question about confidentiality or information security, or to request a confidentiality agreement before sending us files, write to info@m21global.com.
Last updated: 26 October 2026