On-demand Interpretation Terms & Conditions
By using Courtpals’ On-demand Interpretation Services you agree to the Terms & Conditions outlined in this page.
Our on-demand interpretation services are available in a variety of languages listed on our website. Services are subject to interpreter availability. We strive to provide immediate connections with interpreters, but in rare cases, delays may occur due to high demand or interpreter availability for specific languages.
- Standard Hourly Rates are applied for assignments between 9:00 a.m. and 5:00 p.m. Pacific Standard Time, Monday through Friday, with more than two full business day’s notice.
- Non-Standard Hourly Rates are applied for assignments occurring before 9:00 a.m. or after 5:00 p.m. Pacific Standard Time, Monday through Friday, or for assignments on Saturdays/Sundays or with less than two full business day’s notice. This rate is set at 25% above the Standard Hourly Rate.
- Emergency/Holiday Rates are applied for assignments with less than one hour’s notice or for assignments on federally recognized holidays. This rate is set at 75% above the Standard Hourly Rate.
- The rates indicated above apply exclusively to consecutive interpretation over the phone. They do not apply to interpretation by video call or simultaneous interpretation. If video call interpretation or simultaneous interpretation is required, please request a specific quote.
- For simultaneous interpretation lasting more than one hour, two interpreters will be assigned to ensure continuous quality and healthy breaks for the interpreters.
- Languages marked in blue are available only from the source language into Spanish. If the final language is required to be English, a Spanish-to-English interpreter must also be hired. Discounts are available when both interpreters are booked simultaneously. Contact your Sales Leader for more information.
Requirements for Interpretation:
The Client agrees to provide Courtpals, LLC with confirmed video or phone platform details ahead of time. Meeting link(s) and/or number(s) must be received and arranged at least 24 hours prior to the scheduled call; otherwise, a late fee of $50 may apply.
Session Booking and Rebooking Policy.
- When booking a session, the client is responsible for ensuring that both parties (client and their intended recipient) are available at the scheduled time. If the client’s recipient fails to join, the session will still be billed for the time the interpreter was available with the option to rebook the session.
- Rebooking Fee: If a session needs to be rebooked due to non-attendance by one of the parties, a $70 administrative fee will be charged per event if for any given circumstances the interpreter assists to the appointment but the interpretation doesn’t happen. By using Courtpals’ On-demand Interpretation Services you agree that you understand that this fee covers administrative, coordination, and interpreter availability costs.
- The rebooking fee applies each time a session is rescheduled. The original payment for the session is non-refundable but can be applied to the rebooked session.
Call Duration:
The Client will be charged for the entire duration of the scheduled call, regardless of whether the call ends earlier than planned. Should the call exceed the scheduled time, charges will apply for the actual duration of the call. For example, if an interpreter is requested for a duration ranging from 1 to 3 hours, Courtpals, LLC will reserve an interpreter for the maximum duration specified (3 hours) to ensure uninterrupted service and to prevent the interpreter from having to leave mid-session. In cases where a session is canceled with less than 24 hours' notice, the total cost for the maximum duration requested (i.e., 3 hours) will be charged.
Cancellations and No-Shows.
- Sessions can be canceled up to 24 hours in advance without incurring additional fees. Cancellations made less than 24 hours before the scheduled time will incur the full session charge.
- In the event of a no-show where neither the client nor the recipient joins the session, the full session cost will be charged, and the client will be responsible for the $70 rebooking fee if they wish to reschedule.
Terms of Payment:
By using Courtpals’ On-demand Interpretation Services you agree to select one of the two specified payment methods for services provided by Courtpals, LLC. Please choose your preferred payment method and communicate your preference to your Sales Leader at least 24 hours before the appointment:
1. Charge the card on file after services are completed: By selecting this option, you authorize Courtpals, LLC to charge the credit/debit card you have on file with us for payment of services rendered upon completion.
2. Send an invoice after services are completed: Selecting this option indicates your agreement to receive an invoice from Courtpals, LLC upon completion of services. The payment term for this invoice will be 7 days after the invoice is processed and sent to the Client. If payment is not received within 7 days from the date of our invoice, you authorize Courtpals, LLC to charge the credit card on file.
Refunds will only be issued in cases of technical failure or interpreter error that prevent the session from proceeding as scheduled. No refunds will be issued for no-shows or cancellations made less than 24 hours before the session. In the case of disputes, please contact our customer support team within 7 days of the session for resolution.
In any case, Courtpals, LLC will send you a breakdown of the actual time used right after the services are completed.
Courtpals reserves the right to update or modify these terms and conditions at any time. Clients will be notified of any significant changes via email or through updates on our website.
By using Courtpals’ On-demand Interpretation Services, you acknowledge and agree to the terms and conditions outlined above. Your continued use of our services constitutes your acceptance of these terms, including any updates or modifications. If you do not agree with any part of these terms, please refrain from using our services.