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Book an Interpreter

TERMS AND CONDITIONS

Welcome to InSignLanguage Ltd. These Terms and Conditions govern the booking of British
Sign Language (BSL) and related Interpreter/Translator services. By confirming a booking, you
agree to these terms. These Terms apply to Approved Organisations using our multi‑channel
booking system and to ad‑hoc clients unless superseded by a signed contract.

1. Definitions

  • Client: The organisation or individual making the booking.

  • Interpreter: The professional delivering the service (BSL/English interpreter, lipspeaker, notetaker etc.), registered and guided by the NRCPD Code of Conduct. 

  • Assignment: The specific booked session(s), including date(s), time(s), location, and modality (onsite or remote).

  • Meeting: An assignment typically involving up to five participants (including the Deaf client). One
    interpreter is usually sufficient; however, two may be required depending on the context. Meetings are typically 1 hour and may extend to 2 hours.

  • Event: Any assignment with more than two participants or with structured activities (e.g., presentations, panels, performances, speakers). Events generally require two interpreters working as a team.

  • VRS: Video Relay Service (remote interpreting).

  • Short / Half‑day / Full‑day: Time bands used for sessional charging. NUBSLI guidance recognises these increments in typical UK practice.

2. Interpreter Booking Process

  1. Access the System: Log in to our secure booking portal to begin your request.

  2. Submit Your Request: Complete the form with date, time, location/virtual link, and interpreter requirements.

  3. Manual Approval & Compliance Checks: Our team reviews your request and performs necessary compliance checks.

  4. Receive Confirmation: You will receive a confirmation email from bookings@insignlanguage.co.uk and an invoice from finance@insignlanguage.co.uk.

  5. Live Status Tracking: Monitor your booking status in real time and receive updates.

  6. Service Delivery: Qualified, registered interpreters deliver the service as scheduled.

  7. Feedback & Payment: Share feedback and complete payment per the invoiced terms.

3. Booking System & Support Overview

  • Multi‑channel ordering: Book via 24/7 telephone, email, secure online portal, or a web order form.

  • All bookings receive a unique reference and written confirmation with assignment details and the allocated Interpreter/Translator.

  • System resilience: Our platform uses cloud redundancy and continuous monitoring. In rare downtime, trained staff will process bookings manually via telephone and email.

  • Cancellations & rescheduling: If an Interpreter/Translator cancels, we notify you immediately and prioritise a replacement. Organisations may amend or cancel via any channel; records are logged for audit.

  • Training & support: We provide live demos/webinars, user guides and tutorials, a dedicated helpdesk, and regular process updates and best‑practice tips.

  • Value & efficiency: AI‑assisted scheduling matches skills and location; batch bookings can group sessions; the portal offers transparent pricing, cost monitoring, and performance analytics for continual improvement.

4. Payment Terms

  • Deposit: A 50% deposit is required at the time of booking.

  • Balance: Unless otherwise agreed in writing, the remaining balance is due 7 days before the assignment.

  • For organisations operating on post‑event invoicing, payment may be due within 7 days after the scheduled appointment date, as specified on your invoice.

  • Post-event invoicing: Only if agreed in writing; payment within 7 days after the appointment.

  • Payment methods: Credit/debit card, bank transfer, or other methods stated on invoices from finance@insignlanguage.co.uk.

  • Invoices: Issued by finance@insignlanguage.co.uk with clear instructions and deadlines.

  • Non‑payment: Failure to pay by the due date may lead to cancellation and applicable cancellation fees.

  • Refunds & adjustments: Refunds are processed in accordance with the Cancellation Policy and completed within 10 business days.

  • ​Overpayments/adjustments are resolved within 10 business days of identification.

5. Cancellation Policy

Cancellations by the Client:

  • 15+ days before the appointment: No charge; deposit refunded in full.

  • 8–14 days before the appointment: 50% cancellation fee (equivalent to the deposit).

  • 7 days or less before the appointment: Full booking fee applies.

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Cancellations by InSignLanguage:

  • If we cannot fulfil your appointment due to unforeseen circumstances, we will notify you immediately and offer a full refund or reschedule at no additional cost.

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Rescheduling:

  • Requests must be made at least 7 days in advance to avoid charges; within 7 days, rescheduling is treated as a cancellation.

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No‑show:

  • If the client/attendees fail to attend without prior notice, the full fee is charged and no refunds issued.

6. Face‑to‑Face Interpreter Booking Terms

  • Interpreter qualifications: Interpreters are professionally trained and registered (e.g., NRCPD/SASLI) and follow high standards of conduct.

  • Booking options & hours: Book at normal hours (9:00–17:00) or unsocial hours (07:00–09:00 & 17:00–22:00). Sessions may be morning‑only, afternoon‑only, or unsocial‑only; sessions spanning both morning and afternoon are treated as separate.

  • Team interpreting: Most events require two interpreters; bookings of 2 hours or longer are typically costed for two co‑working interpreters. Our team assesses needs and will advise if more than two are required.

  • Breaks: For bookings over 1 hour, interpreters may request 10–15 minute breaks. For full‑day (up to 6 hours), interpreters are entitled to three 10‑minute breaks and a 1‑hour lunch. No demands are made on the interpreter during breaks.

  • Long, uninterrupted events: If a meeting/event exceeds 1 hour, two interpreters must be booked to protect quality and wellbeing, aligning with best practice guidelines.

  • Out‑of‑hours bookings are limited to 3 hours. Availability: We recommend booking at least 2 weeks in advance.

  • If an allocated interpreter becomes unavailable, we will inform you and propose alternatives.

7. Client Responsibilities

  • Provide accurate event details (date, time, venue/virtual, agenda) and any preparation materials needed.

  • Ensure the venue is accessible with suitable space and sightlines for visual communication.

  • Respect interpreter breaks and working conditions; no demands are made during rest periods.

  • ​Inform us promptly of any changes to the booking.

8. Data Protection & Privacy

InSignLanguage complies with GDPR. Personal data is used only to process and manage bookings and related communications. We do not share data with third parties without consent, except where required by law. You may receive communications from our CRM or directly from our bookings and finance teams regarding your booking.

9. Liability

InSignLanguage is not liable for loss, damage, or inconvenience caused by factors beyond our control (e.g., transport issues, weather, force majeure). Interpreters provide accurate and impartial interpretation between spoken English and British Sign Language to the best of their ability; they are not responsible for meeting content.

10. Amendments

We may amend these Terms and Conditions from time to time. Any changes will be communicated prior to booking confirmation.

11. Contact Information

For questions or further information:
📧 bookings@insignlanguage.co.uk

📧 finance@insignlanguage.co.uk

📞 Phone support: +44 808 502 0226 (Mon–Fri, 9:00 AM – 5:00 PM)

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