Cancellation & Refund Policy
Effective Date: June 2, 2026
This Cancellation and Refund Policy governs all bookings made through the InterpAssist platform. By scheduling an appointment, both Clients and Independent Interpreters agree to these binding terms.
1. Client-Initiated Cancellations
Clients may cancel an upcoming scheduled appointment exclusively through the InterpAssist platform dashboard. The timing of the cancellation is determined by the system timestamp at the moment the request is submitted. Refunds are structured dynamically based on proximity to the appointment start time:
| Cancellation Window | Client Refund | Interpreter Payout |
|---|---|---|
| More than 24 hours before appointment | 100% Refund (Net of payment processor fees) | $0.00 |
| Between 24 hours and 2 hours before | 50% Refund | 50% of Net Base Fee* |
| Less than 2 hours before appointment | 0% Refund (No Refund) | 100% of Net Base Fee* |
*Interpreter payouts for late cancellations are calculated from the booking's base service fee, less standard InterpAssist platform marketplace commissions.
1.1 Payment Processing & Surcharge Handling
In accordance with payment industry standards and the rules established by our primary payment infrastructure provider (Stripe), credit card processing fees from the initial transaction are non-refundable. Consequently, when a client initiates an early cancellation qualifying for a 100% refund, the transaction processing fee assessed by the payment processor (typically 2.9% + $0.30) will be deducted from the returned amount. InterpAssist does not retain platform margins on early cancellations; this deduction covers external banking fees exclusively.
2. Interpreter-Initiated Cancellations
Independent interpreters are expected to honor all accepted bookings. If an interpreter must cancel an appointment due to unforeseen circumstances:
- Client Protection: The Client immediately receives a 100% refund to their original payment method, inclusive of all processing fees.
- Platform Assistance: InterpAssist will make reasonable operational efforts to assist the client in sourcing an alternate, qualified interpreter, subject to provider availability. Replacement is not guaranteed.
- Account Accountability: Because last-minute cancellations damage marketplace trust, repeated cancellations by an interpreter will trigger an automated administrative account review, resulting in reduced platform visibility, tier downgrades, or temporary account suspension.
3. No-Show Policy
- Client No-Show: If a client fails to enter a virtual session or arrive at a designated on-site physical location within ten (10) minutes of the scheduled start time, the appointment is declared a Client No-Show. The client is billed 100% of the assignment fee (no refund), and the interpreter receives full payment.
- Interpreter No-Show: If an interpreter fails to attend an appointment within ten (10) minutes of the scheduled start time, the session is flagged as an Interpreter No-Show. The client receives an immediate 100% refund. The interpreter receives $0.00 and faces immediate penalty points, up to and including permanent platform deactivation.
4. Late Arrivals & Pro-Ration
- Client Late Arrival: If a client is late but arrives within the 10-minute grace period, the session will still terminate at the originally scheduled end time. The interpreter is not obligated to extend the session. If the client is more than 10 minutes late, the interpreter may formally end the session and log it as a Client No-Show.
- Interpreter Late Arrival: If an interpreter is late but connects within 10 minutes, the client may choose to proceed with the session. If they proceed, the final billing will be automatically pro-ratedto deduct the missing minutes from the interpreter's payout. Alternatively, the client may immediately terminate the delayed session and receive a 100% refund.
5. Technical Issues & Verification
- Interpreter-Side Issues:If a virtual session cannot proceed or is abruptly cut short due to verified hardware, software, or internet connectivity issues on the interpreter's side, the client will receive a 100% refund.
- Client-Side Issues:If the technical failure occurs on the client's side (e.g., local firewall blocks, poor cellular reception, unconfigured microphones), the appointment will be handled under standard Section 1 client cancellation rules.
- Dispute Verification: To claim a technical issue refund or payout protection, the impacted party must upload clear, time-stamped screenshots or an error log report to InterpAssist support within forty-eight (48) hours.
6. Dispute Resolution Process
In the event of a disagreement regarding a cancellation, no-show, or technical fault, users may submit a formal dispute through the InterpAssist Resolution Center.
- Deadline:All disputes must be filed within forty-eight (48) hours of the appointment's original scheduled start time.
- Adjudication: InterpAssist will independently audit platform metadata, chat histories, session logs, and user-submitted evidence. InterpAssist retains sole, final, and contractually binding authority to determine fault and distribute or refund payments.
7. Florida Consumer Disclosures & Financial Terms
InterpAssist operates in compliance with State of Florida electronic commerce and payment processing laws:
- Payment Authorization & Capture: To prevent fraud and secure professional schedules, a payment authorization (hold) is placed on your card via our third-party payment infrastructure when an interpreter accepts your booking. Funds are captured (charged) after the session is completed and confirmed; if the booking is cancelled or declined before capture, the authorization is released. InterpAssist does not store raw credit card numbers or payment credentials on its local servers.
- Processing Timelines: Eligible marketplace refunds are initiated instantly upon administrative approval. Due to regional banking networks and credit card issuer processing cycles, please allow 5 to 10 business days for funds to clear back onto your payment method.