Cancellation and Payment Policy

1. Overview

This Cancellation and Payment Policy explains how cancellations and payment obligations are handled for bookings and document translation requests made with Language Pride.

By submitting a booking request, accepting a quote, or asking Language Pride to proceed with a service, you are confirming that you understand and agree to the terms set out below.

2. Interpreting Booking Cancellation Policy

2.1 Confirmed interpreting bookings

An interpreting booking is treated as confirmed once Language Pride has accepted the request and confirmed the booking with you.

This may include bookings for:

  • face-to-face interpreting
  • telephone interpreting
  • video or online interpreting
  • appointments at offices, courts, medical settings, legal meetings, immigration appointments or other venues

2.2 Cancellations with more than 24 hours’ notice

If you need to cancel a confirmed interpreting booking, please let us know as soon as possible.

Where more than 24 hours’ notice is given, Language Pride will review the booking and confirm whether any charge applies.

2.3 Cancellations with less than 24 hours’ notice

If a confirmed interpreting booking is cancelled with less than 24 hours’ notice, the full booking fee willstill be payable.

This is because interpreter time will already have been reserved and it will not be possible to offer that time to another client at short notice.

2.4 Missed appointments or non-attendance

If the interpreter attends, joins remotely, or makes themselves available for the booking at the agreed time, but the appointment does not go ahead due to non-attendance or lack of access, the full booking fee will still be payable.

Examples include:

  • the client does not attend
  • the appointment is cancelled on arrival
  • the interpreter is unable to access the venue or remote meeting
  • the telephone or video call cannot proceed due to missing or incorrect joining details
  • the appointment has already been cancelled but Language Pride was not informed in time

2.5 Changes to date, time or location

If you need to change the date, time, location or format of a confirmed interpreting booking, please contact Language Pride as soon as possible.

Changes requested with less than 24 hours’ notice will be treated as a cancellation and will be subject to the full booking fee.

3. Document Translation Quote and Payment Policy

3.1 Requesting a translation quote

For document translation work, Language Pride may ask you to send the document or provide enough information so that an accurate quote can be prepared.

Providing a document for review does not automatically mean that translation work has started.

3.2 Accepting a translation quote

Once you have sent the document, received a quote, and accepted the quote, you are agreeing to pay the full quoted amount.

Translation work will begin once the quote has been accepted.

3.3 Payment obligation after accepting a quote

After you accept the translation quote and ask Language Pride to proceed, the full agreed payment will be due.

This applies even if you later decide that you no longer require the translated document, unless Language Pride has agreed otherwise in writing.

3.4 Changes after accepting a quote

If you ask for changes after accepting a quote, Language Pride will confirm whether the changes can be made and whether any additional cost applies.

Examples will include:

  • adding more pages
  • requesting a faster turnaround
  • changing the target language
  • requesting certification or additional copies
  • asking for substantial changes after work has started

4. How to Cancel or Change a Request

If you need to cancel, change or discuss a booking or translation request, please contact Language Pride as soon as possible.

Please include:

  • your name
  • the LPITS- Reference number
  • organisation name, if applicable
  • booking or reference number, if you have one
  • appointment date and time, if relevant
  • the service you wish to cancel or change

This helps Language Pride identify your request quickly and respond appropriately.

5. Urgent Requests

For urgent bookings or urgent translation requests, please contact Language Pride directly by phone or email.

Where a booking or translation request is urgent, shorter cancellation timescales will apply because work will need to begin immediately or interpreter availability will need to be secured at short notice.

6. Language Pride’s Right to Review

Language Pride understands that circumstances can change. Where appropriate, each cancellation or change request will be reviewed on a case-by-case basis.

However, Language Pride reserves the right to charge the full fee where a confirmed booking is cancelled late, where an interpreter has already been arranged, or where translation work has already started after a quote has been accepted.

7. Contact

If you have any questions about this policy or need to discuss a booking, cancellation or translation request, please contact Language Pride directly.

Language Pride will aim to respond as soon as possible.