Terms and Conditions for provision of Sign Language Interpreting Services
This is an agreement between terptree ltd and you, for us to provide British Sign Language (BSL)/English Sign Language Interpreting Services as per our Booking confirmation.
1. Booking request:
Once you have made a booking request either over the telephone, text message, textphone, terptree online or via email, terptree ltd will start locating an interpreter to fulfil this booking request.
The fact that the request has been made indicates that terptree ltd terms and conditions and fees have been accepted.
The booking is not complete until a Booking Confirmation has been given.
Should there be a preference for a particular interpreter this should be made clear at the start of the process.
2. Provision of interpreters:
For every booking that is received, terptree will do their utmost to provide an interpreter.
Whilst every endeavor is made to ensure the service is provided, there may be unavoidable circumstances such as illness or lack of availability resulting in terptree ltd being unable to provide an interpreter.
Communication with you is vital in these instances, so please ensure that terptree ltd have the relevant contact numbers i.e. telephone, Mincom, SMS, email; should we need to get in contact with you.
Interpreters provided through terptree will be registered with The National Registers of Communications Professionals Working with Deaf and DeafBlind people (NRCPD) and/or Association of Sign Language Interpreters (ASLI).
The health and safety of the interpreter should be considered at all times.
3. Confirmations:
Once an interpreter has been booked, a Booking Confirmation will be emailed;
This confirmation will state
a. Client name
b. Details of booking: when, where, who, what
c. Interpreters name
Once this Booking Confirmation has been received, in order to confirm the booking, the paragraph at the bottom:
I would like to confirm that I accept that this booking has been made on my behalf by terptree ltd and I am therefore agreeing to the terms and conditions set out by terptree ltd
Should be copied and pasted into a reply email - once this has been received the booking will be confirmed.
4. Preparation:
It is important that the interpreter has as much preparation material as possible.
This could take form of an agenda for a meeting, briefing information, conference day plan, handouts, scripts or meeting minutes. These should be sent to terptree ltd as soon as they are available and within at least 4 working days of the booking.
These can either be posted or emailed to terptree ltd
5. Cancellations:
Seven calendar days or less notice - full fee payable
Eight to fourteen calendar days notice - half fee payable
Fifteen or more calendar days notice - no fee
Should the booking change so much that the original interpreter is no longer available, this will be treated as a cancellation and a new booking request created.
6. Feedback:
terptree ltd appreciate any feedback that is given so that we can continue to provide a high quality interpreting service.
Feedback can be left via terptree online and may be asked for via email after the booking. This is not compulsory, but terptree ltd would encourage clients to give regular feedback in order for services to be continually improved.
7. Payment:
After a booking has been completed, an invoice will be sent either through the post or via email.
The total amount must be paid within 28 days of the date printed on the invoice.
If the payment is not made under these conditions, terptree ltd understands and will exercise the statutory right to interest under the Late Payment of Commercial Debts (Interest) Act 1998. The interest charged will be based upon the charges stated by the Act at that time.
terptree ltd is VAT registered. All fees quoted are excluding VAT.
8. Complaints:
Should terptree ltd receive a complaint about an interpreter, acknowledgement of this complaint will be given within 5 working days. A formal response will then be issued within 10 working days.
If the matter is unable to be resolved by terptree ltd, then the issue will undergo further investigation by an external organisation.