Client Cancellation & Changes Policy  – Standard Assignments

DHHS bookings are subject to the following cancellation policies:

Length of Assignment Cancellation Notice Required To cancel a request, the Booking Coordinator must receive and   confirm receipt of notification during business hours via email or fax. All   cancellations are confirmed by email or fax.
Less than five (5) hours 2 full business days[1]
Five (5) hours to four (4) consecutive full-days 3 full business days
More than four (4) consecutive full-days 7 full business days
  1. Appointments not cancelled in advance of the cancellation period will incur a cancellation fee for the full fee associated with booking as Interpreters must be paid for their booked time. If DHHS is able to book the Interpreter into another assignment in replacement of the cancelled assignment a lesser cancellation fee may apply.
  2. Cancellations from either the Deaf or hearing client are treated equally and are both subject to the cancellation period above.
  3. No shows by either the Deaf or hearing client are treated as ‘cancellations without notice’ and are both subject to full cancellation fee.
  4. Changes to an assignment are subject to the same timelines as cancellations. In the case of appointment times changing outside (earlier or later than) the original times, the appointment is also subject to confirmation with Interpreter(s) availability.
  5. Interpreter no shows will not be billed.
  6. In the event that DHHS is required to change a booking due to Interpreter unavailability, DHHS will make every effort to replace the Interpreter with a suitable alternate. In the event that a suitable alternate cannot be found, the assignment will be cancelled by DHHS and the client will not be billed.

Court Cancellation Policy

DHHS bookings are subject to the following cancellation policies:

Length of Assignment Cancellation Notice Required To cancel a request, the Booking Coordinator must receive and   confirm receipt of notification during business hours via email or fax. All   cancellations are confirmed by email or fax.
½ Day 2 full business days[1]
1 to 2 Full Days 5 full business days
More than two (2) full days 10 full business days
  1. Appointments not cancelled in advance of the cancellation period will incur a cancellation fee for the full fee associated with booking as Interpreters must be paid for their booked time. If DHHS is able to book the Interpreter into another assignment in replacement of the cancelled assignment a lesser cancellation fee may apply.
  2. Cancellations from either the Deaf or hearing client are treated equally and are both subject to the cancellation period above.
  3. No shows by either the Deaf or hearing client are treated as ‘cancellations without notice’ and are both subject to full cancellation fee.
  4. Changes to an assignment are subject to the same timelines as cancellations. In the case of appointment times changing outside (earlier or later than) the original times, the appointment is also subject to confirmation with Interpreter(s) availability.
  5. Interpreter no shows will not be billed.
  6. In the event that DHHS is required to change a booking due to Interpreter unavailability, DHHS will make every effort to replace the Interpreter with a suitable alternate. In the event that a suitable alternate cannot be found, the assignment will be cancelled by DHHS and the client will not be billed. 


[1] Full Business Day – is calculated from the time the appointment starts (i.e.: 2 Full business Days prior to 9am Friday is 9am Wednesday).  Time Stamps are calculated based on DHHS Email/Booking System.

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