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CANCELLATIONS
are a normal
part of doing business. SLR has spent a great deal of time considering the
implications and fairness to all parties involved; customer, consumer,
contractor, and sub-contractor. It is requested that the customer become
familiar with the following cancellation policies prior to the
confirmation of a request to avoid any miscommunication or disappointment.
If you feel that there is any question, or something that is not
specifically outlined, please be sure to discuss this with SLR during
the time that you are making your request, prior to the confirmation of
services. If you need to cancel a request please notify us as soon as
possible by calling 845-566-7951,
anytime day or night. During non-business hours the answering service will
relay your information to the staff.
CANCELLATION BY
CUSTOMER
When you schedule an interpreter, the commodity you
purchase is not only the interpreter's skills, but his or her time. When an
interpreter is confirmed for the time you request, he or she can not do
business with another customer on that particular date and time. In the
event of a cancellation, sometimes the interpreter will not be able to
recoup the time or income lost. SLR needs the customer to understand that, if there is
a cancellation and the customer is to be charged a fee, even though
interpreting services did not occur, the fee is paid to the interpreter for
holding the time. Should SLR receive a cancellation from the customer, SLR
will notify the scheduled interpreters/sub-contractor as soon as the
information is received. The interpreter may or may not invoice SLR for the
contracted time based on certain conditions below, and therefore will
determine if SLR will in turn bill you, the customer.
Part
or one day assignments
Should the customer notify SLR with less than 3 full business days notice
from the date and time of the assignment, then the SLR may invoice the
customer for the hours of the assignment, less any negotiated travel
reimbursement, provided the interpreter has not started the trip to the
consumer's site.
Two to four day assignments
Should the customer notify SLR with less than 5 full business days notice
from the date and time of each of the days of the assignment, then SLR may
invoice the customer for any of the days when notice is insufficient, less
any negotiated travel reimbursement, provided the interpreter has not
started the trip to the consumer's site.
(Ex. An assignment is scheduled for 10AM to 5PM on Monday the 15th through
Thursday the 18th, or four business days. Notification of cancellation by
the customers occurs on Wednesday, the 10th at 9:30AM. SLR may then invoice
for Monday the 15th, and Tuesday the 16th only. Wednesday the 17th and
Thursday the 18th will not be invoiced, as notice is sufficient for the last
two days in this case.)
Five (or more) day assignments
Should the customer notify SLR with less than 10 full business days notice
from the date and time of each of the days of the assignment then SLR may
invoice the customer for any of the days when notice is insufficient, less
any negotiated travel reimbursement, provided the interpreter has not
started the trip to the consumer's site.
(Ex. An assignment is scheduled for 10AM to 5PM on Monday the 15th through
Friday the 26th, or two weeks. Notification of cancellation by customer
occurs on Monday the 8th at 9:30AM. SLR may then invoice for the first week
only.)
OTHER
CIRCUMSTANCES
Possible discounted cancellation fee
SLR makes every
attempt to be fair to our customers. SLR promises its customers, that should
a cancellation occur, they will try to place the interpreters in other work,
lessening the financial burden on them. This can occur with multi-day
assignments as we encourage customers to plan early and book schedules.
We believe that this is just one of the many policies that keeps our
customers coming back. If SLR is invoicing for the time in question, and if
the interpreter is to be paid for cancelled work, and other interpreting
work is requested through SLR for all or part of the same cancelled hours or
days, either by you, the same customer or another, then SLR will request
that the interpreter/sub-contractor perform the other work, under reasonable
circumstances. Reasonable circumstances would mean that SLR will not ask
interpreters to engage in an assignment that is beyond their expertise,
create a professional conflict, travel an unreasonable distance, or incur a
greater expense traveling to the new location than was previously planned. The
amount invoiced by SLR to the customer will be reduced by whatever dollar
amount can be replaced by the other work. Note that travel
will not be invoiced,
provided the interpreter has not started the trip to your site prior to the
cancellation. Likewise, any travel reimbursements allowed to the
interpreter for the new assignment will not further discount the billable hours to
you.
Inclement
Weather
If cancellation
is made on the day of an assignment due to inclement weather such as a snow
storm, hurricane, flood or even a power outage, billing shall be in
accordance with the following.
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If SLR IS NOT notified of the
cancellation in time and the interpreter leaves for the assignment,
then SLR shall invoice the customer for the full contracted time for
that day plus any travel reimbursement that is pre-negotiated.
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If SLR IS notified of the
cancellation in time and the interpreter does not leave for the
assignment, then SLR shall not invoice the customer for any of the
contracted time for that day.
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If there is no cancellation notification,
and the interpreter arrives at the customer's work site, but the
Deaf consumer does not, SLR shall invoice the customer for the full
amount of the contracted time
plus any
travel reimbursement that is pre-negotiated. |
Catastrophic events
In the event of
a cancellation due to a catastrophic event, such as that of September 11,
2001, SLR shall not invoice the customer should the cancellation be received
prior to the interpreter starting the trip to the customer's work site. We
understand it is totally beyond anyone's ability to foresee such events. If,
however, the interpreter has begun the trip, we would make an agreement with
you, the customer, that billing for the relative part of the travel
reimbursement would be fair to the interpreter/sub-contractor.
CANCELLATION BY THE INTERPRETER
In the event
that the interpreter/sub-contractor is unable to fulfill a request due to an
emergency or illness, SLR shall do whatever is necessary in order for a
replacement to be found. Based on the timing of the notification from the
interpreter, the possibility exists that a replacement can not be found that
is a suitable match for the content of the meeting or location. In this
situation, naturally SLR will not invoice the customer for the time in
question, and will work out a re-scheduled date with the customer. |
