Consumer Booking Addendum

InSignLanguage Ltd · Document code ISL-LEG-B02 · Addendum to the Client / Approved Organisation Terms (ISL-LEG-B01) · Governing law: England & Wales

Version 0.1 — DRAFT for external consumer-law counsel sign-off. Not yet binding.

1. Who this addendum is for

This addendum applies if you book our services as a consumer — that is, as an individual acting wholly or mainly outside your trade, business, craft or profession.

You are likely to be a consumer if you are booking an interpreter for your own appointment, your own event or your own family matter. You are not a consumer if you book on behalf of an employer, a public body or any other organisation.

Access to Work grant-holders. If you hold an Access to Work grant and book in your own name, you are ordinarily a consumer for these purposes, even though the DWP meets some or all of the cost. This addendum applies to you, and section 11 of our main Terms applies as well, read subject to this addendum.

If you are unsure which applies, ask us at support@insignlanguage.co.uk and we will tell you plainly.

2. How this addendum works with our main Terms

This addendum is read together with our Terms and Conditions of Service. Where the two differ, this addendum prevails.

Nothing in our Terms, this addendum, or any booking confirmation removes or limits your statutory rights as a consumer. Any term that tried to do so would not be binding on you.

3. Your right to cancel within 14 days

The right. Because you book at a distance or away from our premises, you have the right to cancel your booking within 14 days without giving any reason. The 14 days run from the day after we issue your Booking Confirmation.

How to cancel. Tell us in a clear statement before the 14 days end — email support@insignlanguage.co.uk, write to us at the address above, or use the model cancellation form at the end of this addendum. You do not have to use the form. Cancelling in time is enough; you do not have to wait for our reply.

Refunds. If you cancel within the 14 days we refund everything you have paid, within 14 days of being told, by the same payment method you used, subject only to the position below where you asked us to start early.

4. If your appointment falls within the 14 days

Interpreting is often booked for a date sooner than 14 days away. If you want us to hold and prepare an interpreter for a date inside your cancellation period, we need your express request to start the service during that period. We ask for this at booking and record it in your Booking Confirmation.

What your early-start request means:

• You keep your right to cancel during the 14 days.

• If you cancel after the assignment has been fully performed — the interpreter attended and the appointment happened — you lose the right to cancel that assignment, because the service was completed at your request. We tell you this at booking.

• If you cancel part-way, you pay a proportionate amount for what we supplied up to that point, based on the total price of the booking. You pay nothing for what we did not supply.

If you do not ask us to start early, we will not begin preparing or holding an interpreter until the 14 days have passed, and we cannot guarantee availability for a date inside that period.

5. What you are entitled to expect from the service

Under the Consumer Rights Act 2015, we must perform the service with reasonable care and skill; do what we have told you about the service, where you relied on it; charge a reasonable price where none was agreed in advance; and perform within a reasonable time where none was agreed.

We also work to ISO 9001, ISO 18841 and the professional codes described in our main Terms, and we allocate registered interpreters on the basis set out there.

If something goes wrong. If the service is not performed with reasonable care and skill, you are entitled to ask us to put it right at no cost to you and within a reasonable time. If that is impossible, or we do not do it within a reasonable time or without significant inconvenience to you, you are entitled to a price reduction — which, depending on how serious the failure was, can be the full amount you paid. These rights are in addition to anything offered in our Terms or our Complaints Procedure, never instead of them.

6. Cancellation charges after the 14 days

Once your 14-day cancellation period has ended, the charges in our Cancellation and No-Show Schedule apply. In summary: no charge with more than 5 working days' notice; 50% with 2 to 5 working days; 100% with less than 2 working days or a no-show.

How we apply these to consumers. These charges reflect the interpreting capacity we reserve for you and increasingly cannot redeploy as your appointment approaches — an interpreter who has held the slot is owed their fee whether or not the appointment goes ahead. We apply them as follows:

• We charge only what we have genuinely lost. If we redeploy the interpreter to other work, or the slot is filled, we reduce or waive the charge accordingly.

• We do not charge you where you cancel because of a genuine emergency — sudden serious illness, a bereavement, an accident, a safeguarding or medical emergency. Tell us as soon as you can. We take this in good faith and will only ask for proportionate evidence where the circumstances reasonably call for it.

• We do not charge where we cancel, or where the appointment cannot go ahead for reasons beyond your reasonable control.

• We will always tell you the charge before we invoice it, and explain how it was calculated.

7. What does not apply to you

Some parts of our main Terms are written for businesses and do not apply to a consumer booking:

• Late payment interest and recovery costs under the Late Payment of Commercial Debts (Interest) Act 1998 — that Act applies between businesses only.

• Working with our interpreters (the restrictive covenant arrangements in Annex G) — these bind business clients. They do not restrict you as a consumer, and they do not affect your freedom to choose or continue with any interpreter, including under an Access to Work award.

• Any limitation of our liability that cannot lawfully be limited against a consumer. Our liability for death or personal injury caused by our negligence, for fraud, and for breach of the statutory rights above, is not limited.

8. Complaints and dispute resolution

Tell us first — support@insignlanguage.co.uk. Our Complaints Procedure sets out how we handle it and how long we take.

If we cannot resolve it between us, you may be able to use alternative dispute resolution. You also keep the right to bring a claim in the courts of England and Wales. Nothing here affects your right to complain to a regulator, including the Information Commissioner's Office about how we handle your personal data.

9. Accessible formats

If you would like this addendum, your Booking Confirmation, or any part of our terms explained in British Sign Language, ask us and we will arrange it at no cost. We would rather you understood the agreement than signed something you could not read.

Schedule — model cancellation form

Complete and return this form only if you wish to cancel. You do not have to use it.

To: InSignLanguage Ltd, 26 Domum Road, Portsmouth PO2 0QZ · support@insignlanguage.co.uk

I hereby give notice that I cancel my contract for the supply of the following service:

• Booking reference:

• Ordered on / received on:

• Name of consumer:

• Address of consumer:

• Signature (only if this form is notified on paper):

• Date:

InSignLanguage Ltd · 26 Domum Road, Portsmouth PO2 0QZ · Company number 10943637 · VAT registration number GB 298 6629 31 · ICO registration ZC163713