Policies
The terms that apply to our services. Version 1
Minimums and cancellation by service
- On-demand phone interpreting (OPI): 5-minute minimum Ending the call before an interpreter joins costs nothing.
- On-demand video interpreting (VRI): 5-minute minimum Ending the call before an interpreter joins costs nothing.
- Pre-scheduled in-person interpreting: 2-hour minimum Cancellations made less than 24 hours before the scheduled start time are nonrefundable.
- Pre-scheduled American Sign Language (ASL), in person: 2-hour minimum Cancellations made less than 24 hours before the scheduled start time are nonrefundable.
- Document translation: Minimum charge: $70 (2 pages)
- Pre-scheduled video interpreting (VRI): 1-hour minimum
- Pre-scheduled phone interpreting (OPI): 1-hour minimum
- Certified or specialized legal, court or medical interpreting, in person: 2-hour minimum Cancellations made less than 24 hours before the scheduled start time are nonrefundable.
- Certified or specialized legal, court or medical interpreting, pre-scheduled remote: 1-hour minimum
Service terms
Being finalized. Please contact us before booking if this matters for your request.
Rescheduling and no-shows
Being finalized. Please contact us before booking if this matters for your request.
Waiting time and appointments that run longer
Being finalized. Please contact us before booking if this matters for your request.
Travel, parking and other authorized expenses
Being finalized. Please contact us before booking if this matters for your request.
Technical problems and interrupted sessions
Being finalized. Please contact us before booking if this matters for your request.
If NLS can't provide the service
Being finalized. Please contact us before booking if this matters for your request.
Refunds
Being finalized. Please contact us before booking if this matters for your request.
Preparing for your session and site access
Share the full address, room or meeting link, parking and check-in instructions, and an on-site contact when you book, so the interpreter can arrive or join on time.
Privacy
Being finalized. Please contact us before booking if this matters for your request.
Document uploads
Uploaded documents are stored encrypted and are available only to NLS staff handling your request. Files are checked by their content; PDF, Word, JPG and PNG files up to 10 MB each (5 per request) are accepted.
Payments
Online card payments are processed by Square. NLS Connect never sees or stores your full card number; receipts show only the card brand and last four digits. A payment does not by itself confirm an interpreter.
Translation terms
Languages: any language NLS lists as offered. Formats: PDF, Word, JPG and PNG. Delivery date, certification, notarization and special formatting are included only when NLS confirms them in writing for your order. Scans and photos may need a word count check before the final price is confirmed.