Clear terms for every request.

01 Agreement to these terms

CCIS Interpretation & Translation Services ("CCIS", "we", "us") is a service of the Calgary Catholic Immigration Society. By creating an account, submitting a request, or accepting a quote, you ("you", "the client") agree to these Terms & Conditions and to our Privacy Policy, which forms part of them.

If you are booking on behalf of an organization, you confirm that you are authorized to bind that organization, and "you" includes it. If you are booking on behalf of another person, you confirm that you are entitled to do so.

Where a written service agreement exists between CCIS and your organization, that agreement prevails over these terms to the extent they conflict.

02 Accounts and guest requests

• Guest requests. You may submit a request without an account. We will email you a private link to follow that request; anyone with the link can view it, so keep it to yourself.
• Individual accounts. You must give accurate contact details and keep them current. You are responsible for everything done under your sign-in, and for keeping your password confidential. Tell us at once if you believe your account has been used without your permission.
• Business accounts. The person who registers a business account is its owner and may add team members. Each member has an access level set by the owner or by CCIS. The organization is responsible for all requests made by its members and for the charges they incur, regardless of internal approval processes.
• You must be at least 18 years old to create an account or submit a request.

03 Requests, quotes and confirmations

Submitting a request is an offer to purchase services. A booking becomes binding when we confirm it:

• Interpretation is confirmed when we email you the assigned interpreter's name and the appointment details.
• Translation is confirmed when you accept the written quote we send after reviewing your documents.

We may decline any request, for example where no qualified interpreter is available, where the content falls outside our expertise, or where a previous invoice remains unpaid. Prices shown on the Pricing page are indicative; the confirmed price is the one in your confirmation or quote.

Please submit interpretation requests at least two to three business days ahead. We do our best with shorter notice, and may apply an expedited-service fee where we can accommodate it. Same-day bookings cannot be made online; call us.

04 Interpretation bookings

• Minimum booking. Each interpretation method carries a minimum billed duration, shown on the booking form when you choose the method. In-person appointments are booked for a minimum of two hours; phone and virtual appointments for a minimum of one hour. Appointments are booked in 15-minute increments.
• Overtime. If an appointment runs past its booked end time, the additional time is billed in 15-minute increments at the confirmed hourly rate, provided the interpreter is able to stay.
• Waiting time. Time the interpreter spends waiting at your request, including late starts, counts toward the appointment.
• Travel. Appointments outside Calgary city limits are booked under the "In-Person (Outside City Limits)" method, which includes travel. Parking or other out-of-pocket costs incurred at your location may be added to the invoice at cost.
• Virtual and phone. You are responsible for providing a working meeting link or phone number and a connection of adequate quality. Time lost to technical problems on your side is billable.
• Recording. Appointments may not be recorded without the prior written agreement of CCIS and the interpreter.

05 Translation orders

• Quotes. Translation is quoted from the type and number of documents you upload. If a document proves materially longer or more complex than it appeared, or you send additional pages, we will issue a revised quote before continuing.
• Delivery dates in a quote are calculated from the date you accept it. If acceptance is delayed, the delivery date moves accordingly. Most translations are completed within two to three business days of acceptance.
• Source documents. You confirm that you have the right to have the documents translated, and that copies are legible and complete. We translate what is in the document; we cannot alter, add to, or omit content, including on certified translations.
• Certified translations are prepared by translators certified by the Association of Translators and Interpreters of Alberta (ATIA) or an equivalent body. Whether a particular authority accepts a certified translation, or requires a commissioner for oaths or notarization, is that authority's decision; tell us the intended use when you order.
• Revisions. If you believe a translation contains an error, tell us within 30 days of delivery and we will review and correct it at no charge. Changes to the source text after delivery are a new order.
• Ownership. Once the invoice is paid, you own the delivered translation. CCIS retains the right to keep a copy for the period described in the Privacy Policy.

06 Cancellations, changes and no-shows

• No-shows. If the client, patient or other party does not attend, the appointment is billed in full. The interpreter will wait a reasonable time before the appointment is treated as a no-show.
• Changes. Changing the date, time, location or method of a confirmed appointment is treated as a cancellation and a new booking if the change is requested with less than 48 business hours' notice and we cannot reassign the interpreter.
• Translation. A translation order cancelled after the quote is accepted is billed for the work completed up to the time of cancellation.
• Cancellation by CCIS. If an interpreter becomes unavailable we will find a replacement wherever possible. If we cannot deliver a confirmed service, we will tell you as soon as we know and you will not be charged for it. Our liability in that case is limited as set out below.

07 Pricing, invoicing and payment

• All prices are in Canadian dollars and are subject to GST where applicable. Our GST number appears on every invoice.
• Individuals and guests are invoiced per request. Translation orders may require payment before the translation is released.
• Business accounts receive a consolidated invoice at the end of each month covering every booking completed in that month, unless the agreement with your organization provides otherwise.
• Invoices are due 30 days from the invoice date. Overdue accounts may be charged interest at 1.5% per month (19.56% per year) and may have further requests declined until the balance is paid.
• Disputes about an invoice must be raised within 30 days of the invoice date; the undisputed portion remains payable.
• You are responsible for any bank or payment-processor fees charged on your side.

08 Working with our interpreters

Our interpreters follow a professional code of ethics: they interpret everything that is said, faithfully and completely, without adding, omitting or advising, and they remain impartial. To help them do that, we ask that you:

• speak directly to the person you are communicating with, not to the interpreter;
• do not ask the interpreter for opinions, advice, or to perform tasks outside interpreting, such as filling in forms or driving;
• provide a safe, respectful environment, and any briefing material or terminology that will help the interpreter prepare; and
• raise any concern about an interpreter with CCIS, not with the interpreter directly.

Interpreters and translators assigned to your requests are engaged through CCIS. For twelve months after any assignment you agree not to engage them directly, other than through CCIS, for the same kind of work.

09 Confidentiality and personal information

CCIS and every interpreter and translator we assign keep the content of assignments and documents strictly confidential, and handle personal information as described in our Privacy Policy, in accordance with the Personal Information Protection and Electronic Documents Act and Alberta's Personal Information Protection Act.

By submitting a request you consent to the personal information in it, and in any documents you upload, being used to deliver and bill for the service and shared with the assigned interpreter or translator for that purpose. If you upload information about other people, you confirm you are entitled to share it with us.

Where you are bound by additional obligations, for example under the Health Information Act, and need CCIS to sign a specific confidentiality or information-sharing agreement, contact us before booking.

10 Accuracy and limitation of liability

We select qualified interpreters and translators and take care to deliver accurate work. Interpretation is a real-time, human service and translation reflects the source document; neither is a legal, medical or financial opinion, and you remain responsible for decisions made on the basis of the interpreted or translated content.

To the fullest extent permitted by law:

• our total liability for any claim arising from a request is limited to the amount you paid CCIS for that request;
• we are not liable for indirect or consequential loss, including lost profits, missed deadlines, or decisions of any court, government body or other third party; and
• we are not liable for delays or failures caused by events outside our reasonable control, including illness, weather, transit disruption, or failures of your telephone or video systems.

Nothing in these terms limits liability that cannot be limited by law.

11 Use of this website

• You may use this website only to request and manage services from CCIS and to learn about them. You may not attempt to gain access to other users' information, interfere with the site's operation, or submit false or automated requests.
• The content of this website, including text, logos and design, belongs to the Calgary Catholic Immigration Society or its licensors and may not be reproduced without permission. The 45th-anniversary and CARF marks are used with permission and may not be copied.
• The site is provided as is. We aim to keep it available but may take it offline for maintenance without notice.

12 Suspension and termination

We may suspend or close an account, or decline further requests, where an invoice is overdue, where these terms are breached, or where an interpreter has been treated abusively. You may close your account at any time by contacting us; bookings already confirmed remain subject to the cancellation terms, and any outstanding balance remains payable.

13 Governing law and general terms

• These terms are governed by the laws of the Province of Alberta and the federal laws of Canada applicable there. The courts of Alberta, sitting in Calgary, have exclusive jurisdiction over any dispute, after the parties have first tried in good faith to resolve it between themselves.
• We may update these terms from time to time. The effective date at the top of the page shows the current version. Changes apply to requests submitted after the effective date; we will notify account holders by email of material changes.
• If any part of these terms is found unenforceable, the rest continues to apply.
• These terms, the Privacy Policy, your confirmation or accepted quote, and any written agreement with your organization make up the entire agreement between you and CCIS for the services.

14 Contact

Questions about these terms, an invoice or a booking:

CCIS Interpretation & Translation Services

1111 — 11 Avenue SW
Calgary, Alberta T2R 0G5

Phone: 403-606-6985

Email: translation@ccisab.ca