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 send a Booking Confirmation Form to the service user containing all the details about the face to face interpreting session when a suitable interpreter has been confirmed.
If Clear Voice is unable to provide an interpreter / translator, it may source out to a second-tier provider. Clear Voice will remain the key point of contact for the service user.
Clear Voice will regularly review its performance and will work to the best of its ability to ensure a high-quality service at all times.
Clear Voice records calls for quality and monitoring purposes of telephone interpreters. Calls are randomly sampled to assess the level of service provided by the interpreters.
Clear Voice will deal with any enquiries or complaints in a swift, impartial and thorough manner.
Clear Voice welcomes feedback and will always value client opinions and suggestions.
Clear Voice accepts no responsibility or liability for any accidental loss or damage caused by the work of the interpreter or translator, or through loss of service due to matters beyond the control of Clear Voice.
Allocation and Cancellation of Bookings
There are no cancellation fees or minimum charges for the Instant Telephone Interpreting Service. It is a pay-as-you-go service and service users will only pay for what they use.
Clear Voice will allocate a booking taking into account the information that is given to it by the service user and their requirements.
Service users will be charged for the full time requested on the booking, even if the session finishes early.
For face-to-face bookings, the minimum charge is an hour. After each full hour, we charge in increments of 15 minutes, i.e. if a booking lasts for 2 hours and 10 minutes, we will charge for 2 hours and 15 minutes (the increment element). Clear Voice always work to keep an interpreter’s travel time to a minimum and so allocate face-to-face sessions accordingly.
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
Once issued, the security of their unique PIN number(s) becomes the responsibility of the service user.
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).
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 not engage interpreters directly or indirectly for interpreting duties other than through Clear Voice.
Service users must take all reasonable steps to safeguard the health and safety of the interpreter.
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.
Service users should inform Clear Voice if they are aware of any legal or professional requirements or risks related to the service.
Payment of invoices is due within 28 days from the date of issue. Service users must notify Clear Voice immediately of any errors in an invoice,
Service users understand that rates can be reviewed.
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 may terminate the service and their contract at any time.
By using Clear Voice the client agrees to these Terms and Conditions.