Interpretation Booking & Project Policies

1.    Cancellation Policy

a.    If a scheduled interpreter is cancelled within 48 hours or two business days (excluding weekends and holidays), 100% of the scheduled time will be billed for any appointments starting within 48-hour (business days) period. If multiple appointments are booked multiple appointments are cancelled, only the appointments that start within the 48-hour (two business day) period apply.

b.    Appointments that are cancelled in advance of the cancellation period will not be billed and will be fully refunded if paid in advance.

NOTE – Time is calculated starting from 1 hour of receipt of communication (during working hours 8 a.m. – 5 p.m. MST, Monday – Friday).

For example: Cancellation notice is received on Monday at 9 a.m. cancelling a 10 a.m. booking on Wednesday & a 10 a.m. booking on Thursday. Only the Wednesday appointment will fall under the 48-hour cancellation policy. The other will be billable.

Second example – Cancellation notice is received on Monday at 4:30pm cancelling an 8:30am booking on Thursday, this will fall under the 48-hour cancellation. As our working hours conclude at 5pm and start the next day at 8am, the hour allotted after receipt would end at 8am the next business day.

Additional Fees

2.    Evenings, Weekends and Overtime

a.    Evenings, Weekends and Overtime (over 8 hours of service) will be billed at a multiple of 1.5 of base/hourly price. (Up to one hour is excluded for lunch).

3.    Minimum Times

a.    The minimum appointment time/charge for a Scheduled On-Site interpreter assignment is 3 hours per interpreter per day.

b.    The minimum appointment time/charge for a Scheduled Video or Phone interpreter assignment is 2 hours per interpreter per day.

c.     If there is a change of time or date within 48 hours (excluding weekends and holidays), the originally booked time may be charged, depending on the circumstances.

4.     Early Adjournment and Exceeding Scheduled Time

a.    If an interpreter is present for less than the amount of time booked, the client will be billed for the total time requested and the full amount agreed upon will be charged.

b.    If the amount of time of the appointment exceeds the time agreed upon, the client will be billed accordingly:

                              i.        OSI: 30-minute increments after the 1st minute after the scheduled time and after the 30th minute subsequently

                             ii.        OPI/VRI: 15-minute increments after the 1st minute after the scheduled time

c.     Interpreters are obligated to stay for time booked and reserve the right to leave the appointment 15 minutes after the scheduled time unless otherwise agreed upon in writing.

5.     Expedited Fees

a.    Within 24 hours/one business day (excluding weekends and holidays): 50% increase to the “per-hour” rate

b.    Within 48 hours/two business days (excluding weekends and holidays): 25% increase to the “per-hour” rate

NOTE: Time is calculated starting from 1 hour of receipt of communication (during working hours 8 a.m. – 5 p.m. MST, Monday – Friday). For example: Notice is received at 9 a.m. to book a 10 a.m. appointment the next day, this falls under the 24-hour rush charge. However, if a notice was received at 8:59 a.m. for 10 a.m. booking the next day would fall under the 48-hour rush charge.

6.      Travel Expenses

The following travel expenses are applicable if an interpreter is required to attend in-person and resides outside of the corresponding City Limits:

a.    KM driven: 0.55/km

b.    Travel time: ½ of hourly rate

c.     Overnight expenses: Fair value accommodations (hotel). Receipts are required.

d.    Actual meal expenses incurred including tax and gratuity to the following maximum amounts per day. Receipts are required and no alcohol is allowed:

                               i.        Breakfast $15.00

                              ii.        Lunch                   $25.00

                             iii.        Dinner                  $35.00