Terms and Conditions

1. Contractual Relationship

These Terms and Conditions ("Terms") govern your access to and use of the websites, applications, and related services (the "Services") provided by Tolk2Go B.V., a company registered in the Netherlands ("Tolk2Go", "we", "us", or "our").

By accessing or using the Services, creating an account, or placing or accepting a booking through the website or app, you confirm that you have read, understood, and agreed to be bound by these Terms.

2. The Services

Tolk2Go provides an online service for requesting, booking, organising, and administering interpreting assignments. Clients book the assignment with Tolk2Go and pay Tolk2Go for the arranged service.

To perform interpreting assignments, Tolk2Go may engage independent, self-employed interpreters. These interpreters carry out the work as independent contractors and are paid by Tolk2Go under their separate agreement with Tolk2Go.

Licence

You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Services for personal or business purposes in accordance with these Terms.

Restrictions

You may not copy, modify, distribute, sell, lease, reverse engineer, or otherwise exploit any part of the Services except as expressly permitted by these Terms or applicable law.

3. User Accounts and Use of the Website and App

User Accounts

To use certain parts of the Services, you must create an account and provide accurate, complete, and up-to-date information. You are responsible for safeguarding your login credentials and for all activities carried out through your account.

User Conduct

You must be at least 18 years old and comply with all applicable laws and regulations when using the Services. You may not misuse the Services, submit misleading booking requests, provide false information, or interfere with the proper functioning of the Services.

Tolk2Go reserves the right to suspend, restrict, or terminate accounts that violate these Terms or otherwise threaten the reliability, integrity, or security of the Services.

Assignment Information

When requesting an interpreter, you are responsible for providing a clear and accurate description of the assignment, including language requirements, location, date, time, duration, subject matter, and any relevant practical details.

Tolk2Go is not responsible for errors, delays, failed assignments, additional costs, or other consequences resulting from inaccurate, incomplete, or misleading booking information provided by the user.

Text Messaging and Notifications

By creating an account, you agree to receive service-related communications, such as confirmations, reminders, updates, alerts, and notifications by email, app notification, or text message.

4. Bookings and Availability

Submitting a booking request through the website or app does not guarantee that an interpreter will be available or that the booking will be confirmed.

Availability depends on factors including, but not limited to, language, dialect, location, date, time, urgency, and interpreter capacity.

A booking becomes final only once it has been confirmed by Tolk2Go via the website or app. If no interpreter is available for the request, no agreement is concluded and no charges will apply.

Tolk2Go does not guarantee response times, interpreter availability, or successful matching for every request.

5. Tolk2Go's Role

Tolk2Go is responsible for organising and coordinating the interpreting assignments booked by its clients, including matching, booking management, invoicing, and collection of payment from the client.

The actual interpreting work may be performed by independent interpreters engaged by Tolk2Go. Tolk2Go establishes rules, procedures, verification processes, communication standards, and enforcement measures to safeguard the proper functioning, reliability, and integrity of its service.

6. Payment and Fees

Prices, service charges, travel time, travel costs, and any other applicable fees are displayed during the booking process or otherwise communicated through the website or app.

Unless stated otherwise, all amounts due in connection with a confirmed booking are payable in full in accordance with these Terms.

Payments are processed using the payment methods offered on the website or app.

Tolk2Go may require advance payment or a deposit, in particular from private clients or clients without an established credit status. A deposit serves solely as security for claims of Tolk2Go against the client, such as charges for assignment overrun. Upon normal completion of the assignment or timely cancellation, the deposit or prepaid amount will be refunded to the client in full.

You authorize Tolk2Go and its payment providers to charge the applicable amounts associated with your booking, including cancellation fees, no-show fees, travel-related charges, and any other fees validly due under these Terms.

Tolk2Go may charge service and booking fees as part of the price for its service.

The client pays the amounts due to Tolk2Go for the service organised and invoiced by Tolk2Go. Payments by clients are payments to Tolk2Go for its own service and are not held by Tolk2Go as client funds or as funds on behalf of interpreters. Any payment to an interpreter is made by Tolk2Go after performance of the assignment, under the separate agreement between Tolk2Go and that interpreter.

7. Cancellation Policy

You may cancel a confirmed booking free of charge up to 48 hours before the scheduled start time of the assignment.

In addition, after confirming a booking, you always have a two-hour cancellation window during which you may cancel without charge.

If a confirmed booking is cancelled outside these timeframes, the full amount of the booking will be charged, including any agreed or applicable travel time and travel costs.

Changes to the date, time, or location of a confirmed booking may be treated by Tolk2Go as a cancellation of the original booking and the submission of a new booking request.

Rescheduling is therefore treated as a cancellation followed by a new booking request.

Cancellations must be made through the Tolk2Go website or app. Cancellation requests made by phone, email, or other communication channels are not considered valid cancellations.

Circumstances such as illness, weather conditions, travel delays, transport disruptions, or other personal or external circumstances do not automatically entitle the user to free cancellation. The standard cancellation terms remain fully applicable unless Tolk2Go expressly decides otherwise in writing.

For certain assignment types, including but not limited to CBR exam bookings, different cancellation rules may apply. Where specific rules apply, those rules will prevail for that booking type as stated on the website or app, in emails, in the FAQ, or during the booking process.

8. No-Show Policy

If the client does not appear at the agreed location, is unreachable, or is otherwise unavailable at the scheduled start time of the assignment, the booking may be treated as a no-show. In that case, the full booked amount will be charged.

If the interpreter does not appear at the scheduled assignment, the client will not be charged for the assignment or will receive a full refund of the amount paid for that booking, unless the assignment was nevertheless performed in another valid manner approved by Tolk2Go.

For remote, phone, or video assignments, the client may be expected to be reachable and available during the booked time window. Failure to answer, connect, or otherwise participate may be treated as a no-show where appropriate.

The scheduled start time of the assignment is the time stated in the booking confirmation. Delays caused by traffic, travel disruptions, technical problems, or other circumstances do not automatically change the scheduled start time.

9. Proof of Presence, Proof of Service, and Verification

To verify attendance, completion, timing, and service-related disputes, Tolk2Go may rely on any information or evidence it reasonably considers relevant, including but not limited to:

• activity and system logs in the website or app;
• app check-ins or status updates;
• timestamped photos;
• screenshots;
• call records or connection attempts;
• messages exchanged through the website or app;
• written confirmations from the client or interpreter;
• digital signatures or missing signatures;
• location or timing data where available and permitted by law.

Tolk2Go may use such information to determine whether an assignment was attended, completed, cancelled, missed, shortened, delayed, or disputed.

Where proof is missing, incomplete, inconsistent, or not submitted in accordance with Tolk2Go's procedures, Tolk2Go may conclude that a claim for payment, refund, compensation, or dispute outcome has not been sufficiently substantiated.

10. Communication and Practical Arrangements

Once a booking is confirmed, the client and interpreter may communicate directly regarding practical assignment details, such as arrival, access, video links, call details, or relevant documents.

Tolk2Go is not responsible for practical arrangements handled directly between client and interpreter unless such arrangements affect the scope of the booking, payment, cancellation status, compliance requirements, or other material provisions of these Terms.

Users remain responsible for ensuring that practical arrangements are clear, timely, and consistent with the confirmed booking.

11. Complaints

Any complaint relating to a booking or interpreting service must be submitted within seven (7) days after completion of the assignment.

After this period, the assignment and related service shall be deemed to have been completed and accepted, unless mandatory law provides otherwise.

Submitting a complaint does not automatically entitle the user to a refund, chargeback, compensation, or suspension of payment.

12. Decision-Making Authority and Enforcement

Tolk2Go reserves the right, at its reasonable discretion, to determine:

• whether a cancellation was valid and timely;
• whether a no-show occurred;
• whether sufficient evidence of attendance, absence, or completion exists;
• whether payment, refund, compensation, or adjustment applies;
• whether a user has violated Tolk2Go's rules or these Terms.

Tolk2Go may take measures it reasonably considers necessary to protect the integrity and reliability of the Services, including warnings, temporary suspension, permanent removal, payment holds, booking restrictions, or other proportionate enforcement measures.

Repeated cancellations, repeated no-shows, abusive conduct, misuse of the Services, fraudulent behavior, or attempts to bypass these rules may result in account suspension or termination.

13. Disclaimers

The Services are provided on an "as is" and "as available" basis.

Tolk2Go does not guarantee that the Services will be uninterrupted, error-free, or available at all times.

Tolk2Go is responsible for organising and performing booked assignments and may engage independent interpreters as its contractors for this purpose. Tolk2Go will use reasonable efforts to ensure assignments are performed properly and on time, but does not guarantee any specific outcome of an interpreting assignment. Tolk2Go's liability is governed by Article 14.

14. Limitation of Liability

To the maximum extent permitted by applicable law, Tolk2Go shall not be liable for any indirect, incidental, special, consequential or punitive damages, including but not limited to loss of profit, loss of business, loss of opportunity, reputational damage, scheduling disruption, costs resulting from missed appointments, or losses resulting from interrupted or unavailable interpreting services.

To the maximum extent permitted by applicable law, the total liability of Tolk2Go arising out of or in connection with the Services or any Booking shall be limited to the total amount paid or payable by the Customer to Tolk2Go for the specific Booking giving rise to the claim.

This limitation applies irrespective of the legal basis of the claim, including breach of contract, tort or otherwise.

Nothing in these Terms excludes or limits liability to the extent that such exclusion or limitation is prohibited by mandatory applicable law.

15. Indemnity

A User shall indemnify and hold harmless Tolk2Go, its directors, officers, employees, affiliates and service providers against claims, damages, liabilities, losses, costs and reasonable legal expenses arising directly from:

• the User's unlawful use of the Services;
• fraud, intentional misconduct or deliberate misrepresentation by the User;
• materially false or misleading information supplied by the User;
• infringement by the User of the rights of a third party; or
• a material breach by the User of these Terms.

Any indemnification obligation of an Interpreter under this Article is subject to the limitations of liability set out in Article 15A, except in cases of fraud, wilful misconduct or where such limitation is prohibited by mandatory applicable law.

16. Liability of Interpreters

An Interpreter performs interpreting assignments as an independent contractor engaged by Tolk2Go.

If an Interpreter fails to perform an accepted Booking, including as a result of cancellation, late cancellation or failure to appear, the Interpreter may be liable to Tolk2Go for direct loss reasonably resulting from that failure, subject to the limitations in this Article.

Except in cases of fraud, wilful misconduct or where limitation is prohibited by mandatory applicable law:

1. the total liability of the Interpreter arising out of or in connection with a specific Booking shall not exceed the amount of the fee that would have been payable to the Interpreter for that Booking;
2. the Interpreter shall not be liable for indirect or consequential loss, including loss of profit, loss of revenue, loss of opportunity, reputational damage, business interruption, scheduling costs, costs of personnel or facilities that could not be used, or claims by the Customer or other third parties for such losses; and
3. Tolk2Go shall not recover from the Interpreter any amount in respect of a Customer claim to the extent that Tolk2Go itself would not have been liable for that claim under Article 14.

Nothing in this Article prevents Tolk2Go from applying separately agreed operational measures relating to cancellations or no-shows, including withholding the Interpreter's fee for an unperformed Booking, credibility or reliability measures, account restrictions, suspension or termination.

Nothing in this Article excludes or limits liability to the extent that such exclusion or limitation is prohibited by mandatory applicable law.

17. Changes to the Services and Terms

Tolk2Go may modify, suspend, or discontinue all or part of the Services at any time.

Tolk2Go may update these Terms from time to time. The most current version will be published on the website with the updated date. Continued use of the Services after such update constitutes acceptance of the revised Terms.

18. Governing Law and Dispute Resolution

These Terms are governed by and construed in accordance with Dutch law.

Any disputes arising out of or relating to these Terms or the Services shall first be attempted to be resolved amicably.

If an amicable resolution is not possible, disputes shall be submitted to the competent court in the Netherlands, unless mandatory law requires otherwise.

These Terms were originally drafted in English. Translations into other languages are provided for convenience only. In the event of any inconsistency or conflict between the English-language version and a translated version, the English-language version shall prevail.

19. Additional Information

• Privacy Policy
• Cookies Policy
• FAQ for Customers
• FAQ for Interpreters