Terms & Conditions
Our Promise to You
The team at Total Communication (TC) are committed to providing you with an exemplary service. Our staff will follow and abide by Codes of Conduct relevant to our profession (NRCPD and Total Communication’s own). You have our assurance that our staff are all appropriately qualified and / or registered for any assignment they undertake. The member of staff will use the preferred method of communication for the client and the situation.
Our Contract with You
A contract between TC and you (the purchaser) will be effective when you provide either verbal or written confirmation of an assignment you wish us to fulfil. The exchanging of a booking confirmation and Terms and Conditions is deemed the written contract and that you accept these Terms and Conditions in their entirety.
In the instance when a last minute or emergency booking is made a verbal contract will often need to suffice and the written contract sent retrospectively. In any case a verbal contract is deemed as being subject to these Terms and Conditions in their entirety.
TC requires you to provide accurate information outlined on the booking form and will not take responsibility for any information provided incorrectly.
TC will always provide you with an appropriately qualified member of staff for each assignment and environment. If the staff member is changed after the booking is confirmed, TC will notify you of any changes.
The purchaser will not make any attempt to secure the services of any member of staff directly.
Assignment Good practice and Working Conditions
If, when the member of staff arrives the assignment is considerably different from that described at the time of booking, the member of staff has a right to withdraw their services. This may only take effect if the assignment has any unexpected or stressful aspects or if to continue would be detrimental to the member of staff and / or not in the best interests of the client.
Clients Responsibility and Working Hours
The Client will provide TC with any material relating to the assignment 7 days before the date of the assignment if the client is new to TC.
The member of staff from TC will receive adequate rest breaks and this should be ‘planned in’ to the assignment. If it is not the member of staff has the right to stop the proceedings to ask for a break. No demands shall be made on the member of staff during rest breaks.
Failure to Arrive
The member of staff will aim to arrive before the start of the assignment. In the event of the client not turning up, the member of staff will wait 30 minutes after the start time before departing. The member of staff will not leave without consultation from the organiser.
Clients should pay within 28 days of the invoice being raised.
Electronic Payments should be made to:
Sort Code: 40-47-39
Account No: 11542257
Prices vary depending on the nature, length, timing and distance of assignment.
All charges quoted are exclusive of VAT.
If the payment is not made under these conditions, Total Communication Interpreting Services Ltd will exercise the statutory right to percentage interest under the Late Payment of Commercial Debts (Interest) Act 1998 as amended and supplemented by the Late Payment of Commercial Debts Regulations 2002. The interest charged will be based on the Bank of England base rate plus 8.
Once TC has been booked, either by email. Text or phone, a cancellation fee will be immediately applicable. In the event of an assignment being cancelled the following charges apply: There is a 3 hour minimum booking fee.
Cancellation within 7 working days, 100% of the fee.
Between 8 and 14 days, 50% of the fee.
Over 14 days, a £25.00 administration fee will be charged.
Fees will not be waived for postponed or rescheduled assignments.
In the instance a booked co-worker does not arrive, we may charge between 50% and 100% for the extra workload.
If necessary, these will be discussed with individual clients at the time of booking. Travel time may need to be negotiated if the distance prevents the member of staff from undertaking any other work that day / or part of that day. This will be discussed and agreed at the time of booking. TC will choose the method of transport. Car parking will be payable at cost and mileage at 45p per mile. Only standard rail / air fares will be booked.
In some situations it is necessary for there to be 2 interpreters. This is usually for assignments with a duration lasting more than 1.5 hours. This will be the choice of TC and the necessity will be discussed at the time of booking.
Weekend / Evening Working
On Saturdays the number of hours worked is multiplied by 1.5, on Sundays it is multiplied by 2. Hours after 5.00pm are based on weekend rates.
All TC staff have, or are in the process of obtaining, DBS checks. Staff also have Safeguarding Young People and Vulnerable Adults Certificates.
TC does not share mobile numbers, emails, addresses, or any other contact/personal details, with any outside organisations.
131-133 Cardiff Road, Reading, RG1 8JF
Phone: 0118 327 1013
Company Registration No: 7189662
VAT No: 798 0431 00
Should for any reason, you wish to make a complaint for any service which you have received we ask you send an email to our administration team at the following address: firstname.lastname@example.org
If you mark your email with the subject 'complaint' one of our team will get back to you within a maximum of 48 hours. The full procedure can be found here.