The 24-hour window
Cancel an appointment more than 24 hours before its scheduled start time and there is no charge — it simply does not appear on your statement.
Cancel within 24 hours of the scheduled start time and the appointment is still billed. Interpreter time is reserved for you once an appointment is booked, and at that point it can no longer be offered to another organization.
Rescheduling
Appointments can be rescheduled. Move one more than 24 hours before its scheduled start time and there is no charge for the change.
Reschedule within 24 hours of the scheduled start time and the original appointment is still billed, on the same basis as a late cancellation. The new time is then booked as a separate appointment.
No-shows
An appointment nobody attends is billed in full. If you are running late, keep the appointment open and let us know rather than leaving it unattended, and the interpreter will wait.
How to cancel
Cancel through your account on our scheduling platform, or email us. The cancellation takes effect when we receive it, so the timestamp on your message or account action is what determines which side of the 24-hour window it falls on.
How charges appear
We bill weekly in arrears, so nothing is taken at the time of booking. Appointments and any charges from this policy are gathered into a single statement covering the week just ended.
Because you are charged after the fact rather than in advance, cancelling in good time means no charge is raised at all, rather than a charge being raised and then refunded. Where a refund or credit is genuinely due — for example if we have already invoiced an appointment we then cancelled — it is issued as a credit against your statement, or returned to the original payment method where the statement is already settled.
Changes we make
If we ever have to cancel an appointment, you are not charged for it, regardless of how much notice we manage to give, and we will offer the earliest alternative we can cover. If it has already been invoiced, we credit it.
Questions
If something about a cancellation is unclear, or your circumstances are unusual, write to southbridgeinterpreting@gmail.com and we will look at it with you.