JHBRIDGE Translation Services provides professional interpretation services in a variety of formats to meet the diverse needs of our clients. Our interpretation offerings include onsite (in-person) interpretation, phone (telephonic) interpretation, video remote interpretation (VRI), and conference interpretation. These services are available across a wide range of language pairs and can be arranged for both common and less frequently spoken languages.

Onsite interpretation involves a JHBRIDGE interpreter physically attending the client's location to provide real-time spoken language interpretation. This format is commonly used for medical appointments, legal proceedings, business meetings, parent-teacher conferences, government agency interactions, and other settings where in-person communication is preferred or required.

Phone and video interpretation services provide real-time interpretation through telephonic or video conferencing connections. These remote formats offer flexibility and faster availability compared to onsite services, and are suitable for consultations, customer service interactions, telehealth appointments, and situations where in-person attendance is not feasible or necessary.

JHBRIDGE provides both consecutive and simultaneous interpretation modes. In consecutive interpretation, the interpreter listens to a segment of speech and then renders it in the target language during natural pauses. In simultaneous interpretation, the interpreter renders the message in the target language in real time, speaking at nearly the same time as the original speaker. The appropriate mode depends on the setting, and JHBRIDGE will recommend the best format based on the client's specific needs. Simultaneous interpretation may require specialized equipment and additional interpreters.

All interpretation services are subject to interpreter availability. JHBRIDGE will make reasonable efforts to fulfill interpretation requests, but cannot guarantee availability for every request, particularly for less commonly spoken languages, highly specialized subject matters, or requests made on short notice. Clients are encouraged to schedule interpretation services as far in advance as possible to improve the likelihood of securing their preferred time and language pair.

JHBRIDGE does not guarantee the assignment of a specific interpreter. While we will accommodate interpreter preferences when possible (for example, when continuity is important for ongoing legal or medical cases), the specific interpreter assigned to a session is at JHBRIDGE's discretion. All JHBRIDGE interpreters are qualified professionals, and clients can expect a consistent standard of quality regardless of which interpreter is assigned.

A scheduling request is not confirmed until JHBRIDGE sends written confirmation of acceptance, which may be via email or through our booking system. Until confirmation is received, the session should not be considered scheduled. Clients should not make commitments to third parties (such as court dates or medical appointments that depend on interpreter availability) based solely on a submitted scheduling request that has not yet been confirmed.

JHBRIDGE reserves the right to reschedule or reassign an interpreter if circumstances require, including but not limited to interpreter illness, transportation issues, or safety concerns. In such cases, JHBRIDGE will notify the client as promptly as possible and make every effort to provide a suitable replacement or alternative arrangement.

To ensure the best possible interpretation experience, clients should provide JHBRIDGE with context and subject matter information in advance of the scheduled session wherever possible. This may include the nature of the appointment (medical, legal, educational, etc.), relevant documents or materials that will be discussed, specialized terminology that may arise, and any background information that would help the interpreter prepare effectively.

For onsite interpretation, the client is responsible for ensuring a safe and appropriate working environment for the interpreter. This includes a physical space that is reasonably comfortable, well-lit, and free from hazards. The client must ensure that the interpreter is not exposed to unsafe conditions, hostile environments, or situations that could compromise the interpreter's physical safety or well-being. Additional guidelines regarding interpreter safety are detailed in the Safety and Environment section of these terms.

For phone and video interpretation, the client is responsible for providing the necessary technology and connectivity to support the session. This includes a reliable phone connection for telephonic interpretation, or a computer or device with a working camera, microphone, and stable internet connection for video interpretation. Technology setup and testing should be completed before the scheduled session time to avoid delays. JHBRIDGE is not responsible for technology failures on the client's side.

Clients are expected to be on time for scheduled interpretation sessions. Late arrivals reduce the effective session time, as interpretation sessions are billed based on the originally scheduled start time, not the time the client actually begins participating. If the client is more than fifteen (15) minutes late without prior communication, the interpreter may leave the session at JHBRIDGE's discretion, and the full session fee will still apply.

Clients and all participants in the interpreted session are expected to treat the interpreter with professional courtesy and respect. Interpreters are communication professionals and are not parties to the conversation. They should not be asked to perform tasks outside their professional role, such as filling out forms on behalf of a party, providing personal opinions, making phone calls as an individual, or running errands.

JHBRIDGE interpreters are bound by professional standards that require them to convey the meaning of all spoken communication faithfully, accurately, and impartially. Interpreters render messages from the source language into the target language without adding, omitting, or altering the content of what is said. The interpreter's role is to facilitate communication between parties, not to participate in the conversation as an independent party.

Interpreters do not provide legal advice, medical advice, financial advice, or any other form of professional counsel. They do not explain legal rights, medical diagnoses, financial implications, or other substantive content to any party. If a participant asks the interpreter to explain something that was said, the interpreter may re-interpret the statement but will not provide their own explanation or interpretation of the meaning or implications.

JHBRIDGE interpreters maintain strict neutrality in all interactions. They do not act as advocates for any party, do not take sides in disputes or disagreements, and do not express personal opinions about the subject matter being discussed. If any party attempts to use the interpreter as an advocate or asks the interpreter to represent their interests, the interpreter will decline and may explain their professional obligation to remain neutral.

Interpreters reserve the right to decline or withdraw from an assignment if they are asked to act outside their professional role, if the session involves content or activities that conflict with professional ethics, or if conditions arise that compromise their ability to interpret accurately and impartially. In such cases, JHBRIDGE will work with the client to find an appropriate resolution, which may include assigning a different interpreter or rescheduling the session.

Cancellations of scheduled interpretation sessions must be submitted at least twenty-four (24) hours before the scheduled start time of the session. Cancellation requests must be submitted in writing via email to contact@jhbridgetranslation.com. Cancellations received prior to this window are eligible for a full refund or rescheduling at no additional charge.

Late cancellations -- defined as cancellations submitted after the minimum notice period has passed -- are subject to a cancellation fee. The cancellation fee reflects the cost of the interpreter's reserved time and preparation efforts, as well as the opportunity cost of declining other engagements for the reserved time slot. The specific cancellation fee amount or percentage will be communicated to clients at the time of booking.

If the client fails to appear for a scheduled interpretation session without any prior notice (a "no-show"), the full session fee will be charged. This policy applies to onsite, phone, and video interpretation sessions. The interpreter has been assigned, has prepared for the session, and has traveled to the location (for onsite sessions) or made themselves available at the scheduled time (for remote sessions). The no-show fee compensates for the interpreter's time and JHBRIDGE's operational costs.

In the event that a JHBRIDGE interpreter fails to appear for a confirmed session, JHBRIDGE will immediately take action to arrange a replacement interpreter. If a replacement cannot be arranged within a reasonable timeframe, the client will receive a full refund for the missed session. JHBRIDGE's liability in the event of an interpreter no-show is limited to the refund of the session fee and does not extend to any consequential, incidental, or indirect damages the client may incur as a result of the missed session.

All interpretation sessions are subject to minimum billable time requirements. For onsite (in-person) interpretation, the minimum session duration is two (2) hours. For phone and video remote interpretation, the minimum session duration is thirty (30) minutes. Even if the actual session ends before the minimum time has elapsed, the client will be billed for the full minimum duration.

The minimum billable time reflects the interpreter's preparation, travel (for onsite sessions), setup, and availability costs, which are incurred regardless of the actual session length. Interpreters prepare for each session by reviewing subject matter, familiarizing themselves with relevant terminology, and in the case of onsite sessions, traveling to and from the client's location.

Time beyond the minimum duration is billed in increments. The specific increment (e.g., fifteen-minute or thirty-minute blocks) will be communicated to the client at the time of booking or in the service agreement. Partial increments are rounded up to the next full increment. For example, if the minimum is one hour and the session lasts one hour and ten minutes, the client would be billed for one hour and one additional increment.

Clients should plan their sessions accordingly and communicate the expected duration at the time of scheduling so that JHBRIDGE can ensure the interpreter's availability for the full anticipated session length. If a session runs significantly longer than originally scheduled, JHBRIDGE will make reasonable efforts to accommodate the extended time, but cannot guarantee interpreter availability beyond the originally confirmed duration.

JHBRIDGE is committed to the safety and well-being of its interpreters. For onsite interpretation assignments, the client must ensure that the interpreter is not placed in an environment that is unsafe, hazardous, or threatening. This includes environments where there is a risk of physical harm, exposure to hazardous materials or substances, hostile or violent individuals, or any other conditions that could reasonably be considered dangerous.

JHBRIDGE reserves the right to withdraw an interpreter from any assignment at any time if the interpreter's safety is at risk or if conditions arise that are inconsistent with a safe and professional working environment. If an interpreter is withdrawn due to safety concerns, the client will remain responsible for the full session fee, including any minimum charges and applicable no-show or cancellation fees. The safety of our interpreters is non-negotiable.

Clients are responsible for providing reasonable accommodations for onsite interpreters, including access to the meeting or session location, a seating arrangement that allows the interpreter to hear and communicate effectively, and basic amenities such as access to restrooms and drinking water for sessions of extended duration. For long sessions, reasonable breaks should be scheduled to allow the interpreter to maintain the quality of their performance.

If an interpreter encounters an unsafe situation during an onsite assignment, they are instructed to remove themselves from the situation immediately and contact JHBRIDGE. JHBRIDGE will work with the client to assess the situation and determine whether the assignment can continue under modified conditions. JHBRIDGE will not reassign an interpreter to a location where a previous safety incident has occurred without first confirming that the underlying safety concern has been resolved.

JHBRIDGE Translation Services does NOT provide emergency interpretation services. Our services are not designed to serve as a substitute for 911, emergency language access lines, hospital-based emergency interpretation services, or any other emergency communication resources. JHBRIDGE interpreters are not trained or equipped to handle life-threatening emergencies, and our scheduling and dispatch processes are not designed for immediate emergency response.

Clients and the general public should not rely on JHBRIDGE for interpretation in situations that are life-threatening, involve imminent danger to any person, or require immediate emergency response. In any emergency situation, individuals should call 911 or the appropriate local emergency number. Many emergency services have their own language access resources, including telephonic interpretation lines, that are designed for rapid deployment in emergency situations.

If an interpretation session facilitated by JHBRIDGE involves an unexpected emergency (such as a medical emergency occurring during an appointment), the interpreter will follow standard emergency protocols, including calling 911 if necessary. However, the interpreter's primary professional obligation in such situations is to ensure that emergency services are contacted, not to serve as an emergency interpreter. JHBRIDGE assumes no liability for outcomes arising from emergency situations that occur during or in connection with an interpretation session.

Interpretation sessions facilitated by JHBRIDGE may not be recorded (audio, video, or any other medium) without the prior written consent of all parties involved in the session, including the interpreter. This policy applies to onsite, phone, and video interpretation sessions. Recording without consent may violate applicable laws, including state and federal wiretapping and eavesdropping statutes, and may result in legal liability for the recording party.

JHBRIDGE does not record interpretation sessions as part of its standard service delivery. If a client requires that a session be recorded for their records, legal proceedings, or any other purpose, this must be communicated to JHBRIDGE in advance of the session. JHBRIDGE will coordinate with the interpreter and all parties to obtain the necessary consent. Additional fees may apply for recorded sessions.

Massachusetts, where JHBRIDGE is headquartered, is a two-party consent state, meaning that all parties to a conversation must consent to any recording. Clients operating in other jurisdictions should be aware of and comply with the recording consent laws applicable to their location. JHBRIDGE is not responsible for advising clients on recording consent requirements in their jurisdiction, and clients assume all legal responsibility for ensuring compliance with applicable recording laws.

If JHBRIDGE becomes aware that a session is being recorded without proper consent, the interpreter may pause or terminate the session until the recording is stopped and consent issues are resolved. Continued recording without consent after being asked to stop may result in immediate termination of the session, with the full session fee remaining due.

For phone and video interpretation sessions, JHBRIDGE is not responsible for connection quality issues originating from the client's equipment, internet service provider, phone carrier, or local network. This includes but is not limited to poor audio quality, dropped calls, video freezing, latency, echo, and disconnections caused by the client's hardware, software, or internet connection.

Clients are responsible for ensuring that their technology setup is adequate for the interpretation session. For video interpretation, JHBRIDGE recommends a minimum internet bandwidth of at least 5 Mbps download and 5 Mbps upload for stable video and audio quality. A wired ethernet connection is preferred over Wi-Fi where possible. Clients should test their equipment, including microphone, speaker or headset, and camera, before the scheduled session time.

Technology failures on the client's side do not waive session fees. If a session cannot proceed due to the client's technology issues, the session time will still be billed from the scheduled start time. JHBRIDGE and the interpreter will make reasonable efforts to troubleshoot connection issues, but extended troubleshooting time is counted as part of the session duration.

If connection issues originate from JHBRIDGE's side or from the interpreter's equipment, JHBRIDGE will take responsibility for resolving the issue. If the session cannot proceed due to issues on JHBRIDGE's side, the client will not be charged for the affected portion of the session. JHBRIDGE will offer to reschedule the session or provide a partial refund as appropriate.

If the client requires the interpretation session to take place on a specific third-party platform (such as Zoom, Microsoft Teams, Google Meet, Webex, Skype, or any other communication platform), the client is responsible for providing access to the platform, including meeting links, access codes, and any required software licenses or accounts. JHBRIDGE interpreters will join the session using the platform and credentials provided by the client.

JHBRIDGE is not responsible for outages, service disruptions, technical limitations, or other issues affecting third-party platforms. If a third-party platform experiences downtime or technical difficulties during a scheduled session, JHBRIDGE will work with the client to find an alternative platform or communication method. However, fees for the interpreter's reserved time will still apply, as the interpreter has made themselves available regardless of platform issues.

Clients should ensure that the third-party platform they select supports the features needed for effective interpretation. This may include the ability to have multiple audio channels (for simultaneous interpretation), breakout rooms, screen sharing, or other features depending on the session requirements. JHBRIDGE can provide guidance on platform features that support effective interpretation, but the ultimate responsibility for platform selection and configuration rests with the client.

Some third-party platforms may have their own terms of service, privacy policies, and recording settings that affect how session data is handled. JHBRIDGE is not responsible for the data handling practices of third-party platforms and recommends that clients review the privacy and security settings of their chosen platform before the session. Clients should disable any automatic recording or transcription features unless recording has been separately agreed upon by all parties in accordance with the Recording Policy section of these terms.