Cancellation and No-Show Schedule (Annex I)

InSignLanguage Ltd · Document code ISL-LEG-F-I · Annex to the Client / Approved Organisation Terms (ISL-LEG-B01) and the Interpreter Supplier Terms (ISL-LEG-C01) · Governing law: England & Wales

Version 1.0 · Effective 22 August 2026. This schedule is in force and binding, and is incorporated by ISL-LEG-B01 and ISL-LEG-C01. Reviewed annually.

I1. Purpose and how this schedule is used

This is the single source of truth for what happens, and what is payable, when a confirmed Assignment is cancelled, rescheduled, missed or started late. It states both sides in one place: the charges a Client bears for cancelling, and the liability an Interpreter bears for failing to attend an accepted Assignment.

It is referenced by, and forms part of, both the Client / Approved Organisation Terms and the Interpreter Supplier Terms. Where either refers to "the Cancellation & No-Show Schedule" or "Annex I", it means this document at the version in force when the relevant Booking Confirmation was issued.

The two sides are deliberately symmetrical in structure but not identical in legal character. The Client side sets charges payable under the Client contract. The Interpreter side is a cost-recovery mechanism between two businesses; it does not import the Client tiers onto the Interpreter, and nothing in it is to be read as InSignLanguage directing, scheduling or controlling the Interpreter's work.

If a specific Booking Confirmation, framework agreement or Approved Organisation contract sets out different cancellation terms, that document prevails for that Assignment only.

I2. Definitions

Working Day - any day other than a Saturday, Sunday or bank holiday in England and Wales. A notice period expressed in Working Days is counted in clear Working Days: the day notice is received and the day of the Assignment are both excluded. Notice received outside the bookings team's hours of service (08:30-17:30, Monday to Friday) is treated as received at the start of the next Working Day. Notice periods expressed in days, without qualification, are calendar days.

Assignment - a specific booking accepted by InSignLanguage and confirmed to the Client by Booking Confirmation, and (on the Interpreter side) accepted by the Interpreter.

Agreed Fee - for the Client side, the fee in the Booking Confirmation (including VAT at the prevailing rate, and excluding separately itemised travel or disbursements). For the Interpreter side, the Interpreter Fee for that Assignment, not the Service Fee charged to the Client.

Notice - written notice to cancel or reschedule, quoting the job reference. The cancellation clock runs from when InSignLanguage receives the Notice, not when it was sent.

No-Show - failure of the booked party to attend, join or be ready to begin, where attendance is not prevented by a Genuine Emergency or Force Majeure.

Genuine Emergency - a sudden, serious and unforeseeable event outside the affected party's reasonable control that makes attendance impossible or unreasonable, including acute illness or injury, bereavement, a serious accident, or a safeguarding or medical emergency. It does not include double-booking, oversleeping, ordinary travel delay that reasonable planning would have absorbed, or a more attractive booking elsewhere.

I3. Client cancellations

A Client may cancel a confirmed Assignment at any time by giving Notice. The charge depends on the mode and on how much notice we receive before the Assignment start time. The two modes are not the same, because what is lost when a booking falls away is not the same.

I3.1 Face-to-face assignments

15 days or more. No charge.

8 to 14 days. 50% of the Agreed Fee.

7 days or less, including the day of the Assignment. 100%.

No Notice at all - a No-Show on the day. 100%, plus reasonable travel and disbursements incurred or unavoidably committed.

These tiers are graduated by reference to the reducing ability to redeploy reserved interpreting capacity. The closer to the Assignment a cancellation lands, the less chance there is of filling the slot, and the more likely the Interpreter is owed their fee regardless. The charge reflects lost reserved capacity; it is not a penalty for cancelling.

I3.2 Online assignments

More than 7 days. No charge.

7 days or less, including the day of the Assignment. 100% of the Agreed Fee.

No Notice at all - a No-Show on the day. 100%. This includes the case where nobody joins, or the joining link does not work and we cannot reach you.

There is no intermediate band online, and no travel is ever recoverable. Nobody has travelled and no journey has been committed, so the graduated face-to-face ladder does not apply. The cliff sits at seven days because that is also the point at which an online booking can no longer be changed in the booking calendar.

I3.3 Both modes

Where travel or disbursements are charged, they are itemised and supporting evidence is provided on request. Reasonable steps are taken to mitigate, including redeploying the Interpreter to another nearby Assignment where one exists. Charges are subject to VAT at the prevailing rate.

Nothing is payable at the point of booking. No deposit is taken on any service. We invoice after delivery, or after a cancellation charge falls due.

Consumer and Access to Work grant-holder bookings. Where the Client contracts as a consumer (including, in many cases, an individual AtW grant-holder booking directly), these charges are read subject to the Consumer Booking Addendum (ISL-LEG-B02): the statutory 14-day cancellation right and the consumer's express request to begin the service within that period govern.

I4. Rescheduling

What can be moved, and how, differs by mode. This section states what the booking system will actually do.

Online assignments. You may reschedule free of charge up to 7 days before the start. Inside seven days the booking cannot be moved: it is treated as a cancellation of the original Assignment under I3.2, and a new booking.

Face-to-face assignments. Rescheduling is not offered through the booking calendar. Ask us. Unless we agree a move with you in writing, a request to change a confirmed face-to-face Assignment is treated as a cancellation of the original under I3.1, and a new booking.

Where we do agree to move an Assignment, it is reconfirmed by a fresh Booking Confirmation, and the original is released without charge. Interpreter availability cannot be held open indefinitely, and repeated rescheduling of the same Assignment may be treated as a cancellation.

Rescheduling does not extend or reset any Access to Work funding period.

I5. InSignLanguage cancellations

If we have to cancel an Assignment - for example because no suitably qualified Interpreter is available - we give as much notice as practicable and offer alternatives. We do not charge for an Assignment we cancel.

Where we cancel within 24 hours of the start through our own fault and offer no alternative, the Client's remedy is the service credit in the Service Level Agreement (ISL-LEG-F-D). Service credits are the sole financial remedy for an InSignLanguage-side service failure, except where statutory rights apply or liability cannot lawfully be limited. A cancellation caused by an Interpreter's No-Show is dealt with on the Interpreter side; the Client is not charged for it.

I6. Interpreter no-show and late cancellation - basis of liability

Having accepted an Assignment, the Interpreter (a self-employed supplier contracting principal-to-principal) is obliged to deliver that specific Assignment, or to provide a competent substitute. Acceptance creates a commercial obligation in respect of that accepted Assignment only. It creates no obligation to accept future work, no exclusivity, and no mutuality of obligation between Assignments.

A No-Show is failing to attend, join or be ready to begin an accepted Assignment without either providing a competent substitute or giving enough notice to source a replacement, where attendance was not prevented by a Genuine Emergency or Force Majeure.

A late cancellation is withdrawing so close to the start that additional cost is incurred to deliver the Assignment. The Interpreter's first option in any withdrawal is to exercise the substitution right; doing so with a competent substitute discharges the obligation and incurs no Replacement Cost.

Character of the sum. Any sum payable by the Interpreter is a genuine, cost-referenced amount owed as a primary obligation of the supply arrangement - the price of covering an accepted Assignment not delivered - and is not a penalty for breach. It is justified by, and capped at, the actual additional cost of replacement.

Status protection. Nothing in this schedule requires the Interpreter to accept any Assignment, work exclusively, or be available outside an accepted Assignment; fetters the right to provide a competent substitute (the check is limited to objective competence - current registration and, where relevant, competence and DBS status); creates mutuality of obligation between Assignments; or entitles InSignLanguage to fine, dock, discipline or sanction the Interpreter. The mechanism is cost recovery between two businesses for a specific accepted job, nothing more.

I7. Interpreter replacement cost and cap

Reasonable steps are taken to mitigate before anything is charged: first inviting the Interpreter's substitute, then sourcing a replacement at the most reasonable cost available in the time, and redeploying the Interpreter elsewhere where possible.

Replacement Cost. The amount recoverable is the lower of (a) the actual, evidenced additional cost reasonably incurred to cover the Assignment - the amount by which the replacement interpreter's fee and unavoidable extra travel exceed the Interpreter Fee that would have been paid; and (b) a hard cap of 100% of the Interpreter Fee for that Assignment.

If no additional cost is incurred - a substitute is supplied, a replacement is sourced at no extra cost, or the slot is redeployed - the Replacement Cost is nil. The Interpreter is never charged the Client's Service Fee, the Platform Fee, or lost margin.

No double recovery. Additional cost is recovered once. Where the Client is also charged for the same Assignment and it is still delivered through a replacement, only the net additional cost is recovered from the Interpreter after crediting any sum recovered from the Client for the same slot.

A Replacement Cost properly due may be set off against fees otherwise payable, with an itemised statement and the evidence behind it, or invoiced where no offsetting payment is available. Set-off is ordinary account settlement between supplier and principal.

I8. Genuine emergencies and force majeure (both sides)

Neither a Client nor an Interpreter is automatically liable where a Genuine Emergency or Force Majeure event prevents attendance or performance. The affected party must notify as soon as practicable and, where the Interpreter is affected, offer a substitute if one can reasonably be found in the time.

Evidence expectations. A Genuine Emergency is taken in good faith on notification. Proportionate supporting evidence may be requested where circumstances reasonably call for it, particularly on a repeated pattern. Disproportionate or intrusive evidence will not be required, and no evidence at all is required for an obvious, widely-reported event such as a regional transport shutdown or extreme weather. Health information provided is handled under the Privacy Notice and retained only as long as needed to assess the cancellation.

Where established: the Client is not charged (and any sum paid is rescheduled or refunded), and the Interpreter owes no Replacement Cost, with the event not recorded against their reliability.

A pattern of "emergencies" that, taken together, is not credible is not a Genuine Emergency. After a fair opportunity to explain, persistent unevidenced last-minute withdrawals may be treated under the No-Show provisions and, separately, under the conduct provisions of the Interpreter Supplier Terms. That is a reliability matter, kept distinct from cost recovery.

I9. Lateness and the 15-minute rule

Interpreter lateness. An Interpreter is expected to be ready at the agreed start time. If they will be late they must tell us as soon as practicable. We contact the Client and offer to extend the Assignment by the lost time, supply a replacement, or refund or credit the affected part of the fee. Where lateness materially reduces the value of the Assignment, the corresponding part of the Interpreter Fee may be reduced for time not worked; that is payment for time delivered, not a penalty.

Service-user or Client lateness - the 15-minute rule. If the Service-User or another party joins late, the Assignment still ends at the agreed time and is charged in full. An Interpreter is not obliged to wait beyond 15 minutes past the agreed start. After 15 minutes with no attendance and no contact, and after attempting to make contact, the Assignment may be treated as a Client No-Show, and the Interpreter is paid in full for the booked time.

I10. Access to Work funded bookings

Where an Assignment delivers Funded Services under an Access to Work grant, this schedule applies alongside, and subject to, the scheme's own rules on cancellation, claims and what the DWP will and will not fund. Those rules are not displaced.

Access to Work will not always meet a cancellation charge that this schedule makes payable. Where a charge falls due but the DWP declines to fund it because the cancellation falls outside the grant conditions, the unrecovered amount is invoiced to the grant-holder, who remains the contracting Client for this purpose regardless of who pays.

We will not claim from the DWP for an Assignment that did not take place, and will not present a cancellation charge as though the Funded Services were delivered. Cancellation charges are recorded accurately and claimed only where the scheme permits.

Where a Funded Booking is rescheduled within the same funding period, the booking is reconfirmed and re-evidenced so the claim and Support Worker Record of Tasks match the rescheduled session. Nothing in this section restricts the Deaf beneficiary's entitlement or their choice of interpreter.

I11. Cross-references

The cancellation summaries in the Face-to-Face Interpreting Booking Policy (ISL-LEG-B07), the Online Interpreting Booking Policy (ISL-LEG-B08) and the Client Terms are plain-language summaries; this schedule prevails on detail, charge calculation, rescheduling, lateness and Access to Work interaction.

The Interpreter Supplier Terms reference I6 to I9 for the Interpreter's liability and the substitution-first principle.

Cross-references: ISL-LEG-B01 Terms and Conditions of Service · ISL-LEG-B02 Consumer Booking Addendum · ISL-LEG-B07 Face-to-Face Interpreting Booking Policy · ISL-LEG-B08 Online Interpreting Booking Policy · ISL-LEG-C01 Interpreter Supplier Terms · ISL-LEG-F-D Service Level Agreement

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