Terms and Conditions

Terms and Conditions of working with Clear Voice

General Provision by Clear Voice

Clear Voice will endeavour to provide the most suitable interpreter in a timely manner.

Clear Voice will regularly review its performance.

Clear Voice will deal with any enquiries or complaints in a swift, impartial and thorough manner.

Clear Voice accepts no responsibility or liability for any loss or damage through the work of the interpreter or translator, or through non supply of service.

Clear Voice takes bookings in good faith and with the intention of providing a good service.

Clear Voice will confirm when a booking request is received.

Clear Voice will send a Booking Confirmation Form to the service user containing all the details about the interpreting session when a suitable interpreter has been confirmed.

If Clear Voice is unable to provide an interpreter / translator then they would source out to a second tier provider. This will clearly be stated with any additional costs before the booking is confirmed.

Clear Voice will always value our client’s opinions and suggestions.

Clear Voice may record calls for quality and training purposes of our telephone interpreters, we do not monitors calls but choose from a sample on regular basis to make sure that our interpreters maintain the high standards our clients deserve.

Allocation and Cancellation of Bookings

We allocate a booking taking into account the information that is given to us by the service user and their requirements.

For face-to-face bookings, we always work to keep an interpreter’s travel time to a minimum and so allocate face-to-face sessions accordingly.

There are no cancellation fees or minimum charges for our Instant Telephone Interpreting Service. It is a pay-as-you-go service and you only pay for what you use.

Minimum charge for face-to-face bookings is an hour.

A cancellation fee applies to all face-to-face bookings that have been cancelled giving less than 24 hours notice. All cancelled bookings falling under these criteria will be paid in full. A further charge will be made if the interpreter has already incurred expenses (e.g. travel ticket purchased).

Service User’s Duties and Responsibilities

Service users should inform Clear Voice if they are aware of any legal or professional requirements or risks related to the service.

Service users shall not request that interpreters undertake any duties other than those agreed at the time of booking. Duties exceeding that originally requested must be agreed with Clear Voice prior to it being carried out.

Service users must take all reasonable steps to safeguard the health and safety of the interpreter.

Service users must not engage interpreters directly or indirectly for interpreting duties other than through Clear Voice.

Service users may terminate the service and their contract at any time.

Service users understand that rates can be reviewed.

Once issued, the security of the unique PIN number(s) becomes the responsibility of the service user.

To notify Clear Voice of any errors in an invoice.

To pay for services in compliance with all payments terms and conditions.

Understanding that Clear Voice may, at its sole discretion, immediately terminate its service should the service user’s conduct fail to conform to these duties and responsibilities.

Service users must provide clear information about the nature of a booked session in a timely manner so that Clear Voice can inform the interpreter(s).

If a pre-booked session over-runs it is both the service user’s and the interpreter’s responsibility to agree the time it over-ran by. A Session Over-run Form must be signed and given to the interpreter.

Clear Voice is not responsible if a client fails to appear for an appointment. The client shall be charged accordingly. (Please see section on cancellation of bookings).

By using our service the client agrees to these Terms and Conditions.