Policies & Procedures

This Privacy Notice explains how InSignLanguage Ltd ("InSignLanguage", "we", "us", "our") collects, uses, shares and protects personal data. It is written to meet our obligations under the UK General

This Cookie Policy explains how InSignLanguage Ltd uses cookies and similar technologies on insignlanguage.co.uk.

These Terms of Use govern your use of insignlanguage.co.uk (the Site).

Client / Approved Organisation Terms and Conditions of Service (ISL-LEG-B01) v1.1 — adds marketplace booking modes, the consumer branch, interpreter qualification tiers (RSLI/TSLI), assignment authorisation, rest breaks, consent-first recording and the Annex G covenant pointer.

This Service Level Agreement (SLA) sets out the minimum service levels you can expect from InSignLanguage Ltd. It supports our Terms and Conditions of Service and is published in line with OPS-010.

You have a number of rights over the personal data we hold about you.

If you are not happy with our service we want to know straight away.

The InSignLanguage accessibility statement: our commitment to WCAG 2.2 level AA, what we know today about how accessible our digital services are, how to get our content in British Sign Language or another format at no cost, and how to report a problem.

What separates interpreting from translation, why InSignLanguage is not taking on new translation work, and what a BSL Video Presentation is: a recorded interpretation rather than a translation.

The sub-processors we use to deliver our services, and where your data goes.

InSignLanguage Ltd is committed to opposing modern slavery and human trafficking.

ISL-LEG-B02 — the consumer overlay to the client Terms. Covers the 14-day cancellation right and early-start request under CCR 2013, the statutory service standards and remedies under CRA 2015, how cancellation charges are applied fairly to consumers, and the business-only terms that do not bind a consumer.

InSignLanguage works with children and adults at risk

Retired 8 September 2026. This Accessibility Conformance Report stated a conformance position that had not been tested, and has been withdrawn. An independent WCAG 2.2 AA audit is being commissioned and its report will replace it. See our Accessibility Statement for our current position.

ISL-LEG-B04 — the Career Network membership agreement: free job-search and interpreter support, the 200-minute VRS allowance, who can join, what we ask of you, and the Access to Work commitment — revocable at any time, no charge to leave, your award and your choice of interpreter untouched. Once you are in work, ISL-LEG-B12 governs the funded support.

Terms for BSL translation work — recorded translation of written content into British Sign Language, and BSL video into written English.

Terms for Deaf awareness training and workshops, delivered in person or online.

How BSL Video Presentations work: you supply final source content, a qualified hearing RSLI interprets it to camera, and we deliver a captioned recording. It is interpreting, recorded — not a translation.

ISL-LEG-B07 - the full booking terms for in-person BSL interpreting across all four staffing tiers (One-to-One RSLI, Co-worked RSLI, One-to-One TSLI, mixed RSLI and TSLI pair) and all three time bands (weekdays, evenings, weekends). Covers what a day means, prices including VAT, the 30-day lead time, preparation material, breaks, lone working and private residences, and where travel, expenses, recording and cancellation are dealt with.

ISL-LEG-B08 - the full booking terms for BSL interpreting delivered over video, across all four staffing tiers and all three time bands. Covers the 14-day lead time, why weekday bookings confirm immediately and evening and weekend bookings do not, what the meeting host must provide, prices including VAT, recording, and why online costs the same as in person.

ISL-LEG-B09 - travel on in-person interpreting bookings. The fee covers the interpreting and the journey; interpreters travel to you and arrive early at no charge. Travel is quoted separately only where nobody is within reasonable reach, at 45p a mile, agreed before we confirm. It is never a checkout add-on and never added afterwards.

ISL-LEG-B10 - parking, congestion and clean-air charges, and overnight accommodation on in-person bookings. Charged at cost with no markup, agreed in writing before we confirm, evidenced on request, and never added afterwards. Not available as checkout add-ons.

ISL-LEG-C01 — the principal-to-principal supply terms between InSignLanguage and a self-employed interpreter. Covers status and unfettered substitution, eligibility, booking acceptance, performance to ISO 18841:2018, scope-of-work boundaries by registration tier, cancellation via Annex I, the reliability and monitoring mechanism, restrictive covenants (Annex G) and confidentiality.

ISL-LEG-C02 v1.2 — the Interpreter Marketplace Terms and Conditions. Covers the three listing permissions, audience choice, co-working and pairing preferences, how Marketplace bookings reach you, your fees, non-circumvention by reference to Annex G, reliability, feedback, and taking your profile down.

ISL-LEG-B11 - recording any part of a live interpreting assignment. Needs the interpreter's agreement in writing; saying yes on the booking form is not permission. GBP 550 a full day, GBP 275 for anything shorter. Registered interpreters only - trainee and mixed-pair services exclude recorded work entirely. Covers platform recording, auto-transcription, licence scope and why a recording of interpreting is not a translation.

Lone Working Policy (ISL-LEG-F-B) - how we protect Interpreters working alone and what Clients must confirm. No lone working with an individual in a private residence, a third party present throughout, the check-in we send before a lone-working assignment and what escalates, and the Interpreter's unqualified right to withdraw.

ISL-LEG-C03 v1.0 — the interpreter-facing service level agreement, the measurable layer beneath the Interpreter Supplier Terms (C01). Distinct from ISL-LEG-F-D, the CLIENT-facing SLA. Response windows (§3.1), DBS currency (§4.1) and monitoring thresholds (§9) were set 24/08/2026. §3.6 carries NO cancellation charges — v0.2 wrongly stated there was no interpreter cancellation regime and that no money was ever payable; Annex I (ISL-LEG-F-I) §§I6–I9 already governs interpreter no-show, Replacement Cost and genuine emergencies, and §3.6 now defers to it.

Remote Interpreting Policy (ISL-LEG-F-F) - when video delivery is appropriate and when it is not, the technical minimum a Client must provide, breaks and duration, and what happens when the connection degrades. Eleven situations are listed where we will normally decline or advise against remote delivery.

DBS and Vetting Policy (ISL-LEG-F-E) - the level of criminal-record check required for each kind of assignment, and how we respond to what a check discloses. Published because ASLI requires an interpreting service provider to make that position available. A disclosure is never an automatic bar; certificates are not retained beyond six months.

What may and may not be done on our website, booking platform and interpreter marketplace.

Annex I (ISL-LEG-F-I) - the single source of truth for cancellation, rescheduling, no-shows and lateness on both the client and interpreter sides. Separate cancellation bands for face-to-face and online, capped interpreter replacement cost, genuine-emergency handling, the 15-minute rule and Access to Work interaction.

ISL-LEG-F-G — the tiered restrictive covenants on both axes (IS-1 to IS-5 interpreter, CL-1 client) plus Schedule G, the Introduction Fee. Replaces the retired INT-001 and the defective legacy Clause 8. Restricted Period and Restricted Client window both set at 6 months; fee on a fixed cost-referenced basis.

ISL-LEG-F-J — Service Fee, Interpreter Fee and Platform Fee defined; interpreter tiers and the TSLI rate (85% of RSLI, mixed pair = sum of both tiers); the Loyalty Reduction (15% off the Platform Fee after 10 marketplace bookings per pairing, history counted); safe first-refusal wording; annual review.

ISL-LEG-F-A — the Article 28 processing agreement cited by B01 §8 and C01 cl.12.3. Sets out the controller/processor split per data set, the processing description, security measures, 48-hour breach notification, sub-processor groups and UK data residency, retention and deletion, and audit rights.

ISL-LEG-F-H — the policy document required by DPA 2018 Schedule 1 Part 4 for processing special category and criminal offence data. Names the Schedule 1 conditions relied on (para 8 equality, para 18 safeguarding, para 1 employment), how each principle is met, and the retention schedule. Closes ROPA item CR-04.

ISL-LEG-B12 — the terms for clients whose interpreting is funded by an Access to Work award: what we provide, the consultation, the monthly claim and the Support Worker Record of Tasks, telling us when your circumstances change, varying your support, and how the agreement ends. No exit charge. Your award, your choice of interpreter and your contact with the DWP are untouched.