TerpComm Service Terms and Conditions

Last updated: January 6, 2026

These Service Terms and Conditions (the “Service Terms”) describe how TerpComm, LLC (“TerpComm”, “we”, “us”) provides sign language interpreting and related services (“Services”). By requesting Services, approving a quote or proforma invoice, or paying an invoice for Services, you agree to these Service Terms.

These Service Terms are for general information and contract use. They are not legal advice. You should consult your own attorney for legal review and any required modifications.

Website Terms vs Service Terms

TerpComm has two types of terms that work together:

  • Website Terms – apply when you browse or use our websites (including privacy, cookies, and acceptable use).
  • Service Terms – apply when you request, schedule, receive, or pay for sign language interpreting or related services.

Website use is also governed by our Privacy Policy, Cookies Policy, and our Website Terms of Use.

If there is any conflict between:

  • Website Terms and these Service Terms about services, these Service Terms control for services.
  • Any signed master services agreement, statement of work, or Business Associate Agreement and these Service Terms, the signed agreement controls for the relationship and services it covers.

Who these Terms apply to

In these Terms:

  • “Client” means the organization or person that contracts with TerpComm for Services, including schools, hospitals, clinics, courts, agencies, businesses, and individuals. In this Policy and in our booking materials, the term “Client” may also include the Requestor who submits an appointment request on behalf of that organization or individual.
  • “Assignment,” “Appointment,” “Job,” or “Service Request” means a specific interpreting engagement, including its date, time, time zone, location or meeting link, and scope of services. On Client-facing forms and email templates, TerpComm typically uses the term “Appointment” or “Service Request”. Internally, TerpComm may refer to the same engagement as a “Job” or “Assignment.”
  • “Services” means sign language interpreting and related services (for example, on-site or remote interpreting) provided by or through TerpComm under a confirmed Assignment.
  • “Deaf / Hard of Hearing Participant(s)” means the Deaf or hard of hearing individual(s) involved in an Appointment, such as a patient, customer, client, student, or employee whose communication access needs are the primary focus of the Appointment.
  • “Other Participant(s)” means any non-signing or hearing individual(s) involved in an Appointment, such as providers, staff, family members, or service personnel, who communicate with the Deaf / Hard of Hearing Participant(s) through the interpreter.
  • “Interpreter” means a qualified interpreter, as defined in 28 CFR § 35.104, assigned by TerpComm to perform the Services.

These Terms apply whether you request Services by email, through book.terpcomm.com, by phone, or by any other method we make available.

How to request services (Who, What, When, Where, How)

To help us schedule and support a successful Assignment, we ask Clients to provide clear details when requesting Services. Existing Clients are strongly encouraged to use the email and contact information provided by TerpComm for better tracking and dual record-keeping. New Clients may also use our booking portal, currently including book.terpcomm.com.

When you request Services, please include, where applicable:

  • Who – Requestor’s name and contact information; on-site contact; if known, the Deaf or Hard of Hearing participant(s).
  • What – Type of appointment (e.g., medical, educational, legal, workplace, community event) and general subject matter.
  • When – Date(s), start time(s), and anticipated end time(s) for the assignment.
  • Where – Exact location, including facility name, address, room or unit, access instructions, and any parking details.
  • How – Whether the assignment is in-person or remote (e.g., VRI / video platform), any platform preferences, and any special access needs.
  • Why / Context – Any important context required for appropriate interpreter matching and preparation, in line with privacy and HIPAA rules.

We may also request prep materials (e.g., agenda, slides, key vocabulary) where appropriate. Clients should not send unnecessary PHI or sensitive data through unsecured channels.

Requesting Services

TerpComm prefers that appointment requests be submitted by email. We make it easy with a copy & paste template you can fill out directly in your email body. TerpComm sets the standard. Copying of the template is encouraged. The email appointment request template is available at book.terpcomm.com.

Scheduling, Availability, and Minimums

TerpComm strives to honor preferred dates and times; however, interpreter availability is not guaranteed for any specific Assignment until confirmed by TerpComm.

  • Lead time. To improve coverage and appropriate matching, non-emergency requests should be submitted as far in advance as reasonably possible. Five (5) business days or more is preferred for standard Assignments, though shorter notice may be considered based on availability.
  • Emergency / last-minute requests. TerpComm will attempt to secure an interpreter on short notice; however, rush or after-hours differentials may apply. Any such differentials will be communicated or reflected in a quote or proforma invoice when feasible.
  • Two-hour minimum. Unless otherwise agreed in writing, Services are subject to a two (2) hour minimum per interpreter, per Assignment. Time beyond the minimum is generally billed in thirty (30) minute increments, rounded up.
  • Team interpreting. Certain Assignments may require two or more interpreters, including highly technical content, legal proceedings, long-duration events, or high-intensity settings. TerpComm will determine team requirements based on professional standards and interpreter safety.

Stacked Appointments and Multiple Participants

TerpComm is committed to providing clear, fair, and sustainable access for Deaf and Hard of Hearing participants. To avoid confusion and “all you can interpret” expectations, TerpComm bills based on the actual number of Appointments and Deaf / Hard of Hearing Participant(s) served, not simply on general interpreter “time on site.”

  • Separate encounters are separate Appointments. Unless expressly agreed in writing as a group session, each visit, consultation, exam, meeting, or encounter for a Deaf / Hard of Hearing Participant is treated as a separate Appointment for billing and documentation purposes, even if multiple encounters are scheduled within the same interpreter block.
  • Related individuals and shared time. The fact that Deaf / Hard of Hearing Participant(s) are related (for example, spouses, siblings, or parent/child), or that a provider or staff member is able to see more than one participant during the same interpreter time period, does not convert multiple participant encounters into a single billable Appointment.
  • Stacked scheduling by facilities. Facilities and providers may schedule multiple Deaf / Hard of Hearing Participant(s) on the same day or within the same block; however, each participant’s Appointment is still billed separately, consistent with standard professional and healthcare billing practices in which each patient, customer, or client encounter is its own billable event.
  • Group sessions by prior agreement only. If a Client wishes to arrange a true group Appointment (for example, a training, class, town hall, or public event with multiple Deaf / Hard of Hearing Participant(s) participating together), any group-session rate or structure must be requested in advance and confirmed by TerpComm in writing prior to the date of service.
  • Day-of changes and add-on participants. When additional Deaf / Hard of Hearing Participant(s) are added on the day of service, TerpComm may treat those as additional Appointments and bill accordingly. TerpComm will make reasonable efforts to communicate any material change in expected charges to the Client as soon as practical.
  • Minimums still apply. Standard time minimums, differentials, and other agreed billing terms continue to apply to each Appointment or rate structure, whether the service is scheduled for a single participant or for an approved group session.

Rates, Quotes, and Invoices

TerpComm’s rates may include base rates, differentials (such as after-hours, weekends, holidays, specialty content, or short-notice requests), and travel or parking where applicable. Pricing, clearly. TerpComm shares expected costs in advance through a quote or invoice before finalizing a booking.

  • Quotes and proforma invoices. Upon request, TerpComm may provide a quote or proforma invoice reflecting the estimated cost for a specific Assignment or group of Assignments. Unless otherwise stated in writing, quotes are estimates and do not guarantee interpreter availability.
  • Acceptance. A Client may accept a quote or proforma invoice by written confirmation (including email) or by instructing TerpComm to proceed with booking. Upon acceptance, applicable minimums, differentials, cancellation terms, and payment terms apply.
  • Invoicing. TerpComm typically issues invoices after Services are rendered, or according to a billing schedule agreed with the Client. Certain Assignments may require partial or full payment in advance; such requirements will be communicated in advance.
  • Payment terms. Unless otherwise agreed in writing, invoices are due within ten (10) days of the invoice date.
  • Payment methods. TerpComm may accept organization checks, electronic funds transfer (EFT), ACH, and credit or debit cards through designated payment processor(s). Payment details are provided on the invoice or payment page.
  • Late payment. TerpComm may apply late fees, interest, or collection costs on unpaid balances as permitted by applicable law or written agreement, and may suspend or refuse further Services until accounts are brought current.

Cancellations, Rescheduling, and No-Shows

Interpreters reserve time for specific Assignments and may decline other work once scheduled. Accordingly, cancellations and no-shows affect interpreter income and community access.

  • How to cancel. Cancellation or rescheduling requests must be sent to the scheduling email or phone number provided by TerpComm, or through the booking system designated by TerpComm.
  • Standard cancellation window. Unless otherwise agreed in writing, cancellations made with more than two (2) full business days’ notice may be made without charge for interpreter time. Certain Assignments, such as large events, may have longer cancellation windows specified in a quote or SOW.
  • Short-notice cancellations. Cancellations made with two (2) business days’ notice or less may be billed up to 100% of the scheduled time, plus any applicable differentials and any non-refundable travel or parking costs.
  • No-shows. If the Client, consumer, or event does not appear or is unavailable for the scheduled Assignment (including remote Assignments where participants do not connect or are unreachable), the Assignment may be billed up to 100% of the scheduled time, plus any applicable differentials, travel, or parking.
  • Rescheduling. Reschedule requests made within the short-notice window may be treated as cancellations and re-bookings, subject to interpreter availability and Client agreements.

Client Responsibilities

To support safe, effective communication access, the Client agrees to:

  • Provide accurate and timely information about the Assignment (who, what, when, where, how, and why) so TerpComm can match an appropriate interpreter and plan coverage.
  • Provide a safe, accessible working environment for interpreters, including appropriate lighting, seating, and a clear line of sight to Deaf and Hard of Hearing participants.
  • Provide appropriate access to the facility or virtual platform, including visitor passes, logins, links, and technical support as needed.
  • Notify TerpComm promptly of changes in time, location, or scope. Additional charges may apply.
  • Comply with all applicable laws, site policies, and professional conduct expectations in the environment where Services are provided.

Interpreting Standards and Limitations

TerpComm and its interpreters strive to provide professional, culturally competent interpreting. However:

  • Interpreters facilitate communication between parties and do not provide legal, medical, financial, or other professional advice.
  • Interpreters may request clarification or repetition when necessary to support accuracy and completeness, consistent with professional practice.
  • Communication outcomes depend on factors beyond TerpComm’s control, including speaker clarity, environmental conditions, and participant behavior.

Clients are responsible for obtaining independent professional advice and should not rely on interpreters as advisors.

Interpreter Qualifications and Credentials

TerpComm strives to staff Assignments with qualified interpreters who can interpret effectively, accurately, and impartially, using any necessary specialized vocabulary, while maintaining confidentiality.

  • RID preference. TerpComm strives to utilize RID-certified interpreters who are in good standing. RID certification is widely recognized within the interpreting profession; however, interpreter credentialing and licensing requirements may vary by jurisdiction.
  • Additional credentialing options. TerpComm encourages organizations to explore additional credentialing programs that demonstrate rigorous, empirically validated assessment models, such as the Board for Evaluation of Interpreters (BEI). The BEI certification examinations were developed for the State of Texas in collaboration with the University of Arizona’s National Center for Interpretation, Testing, Research and Policy (UA NCITRP) and Texas Health and Human Services, and are grounded in established principles of test validity, reliability, and legal defensibility.
  • State-level credential. BEI certification is administered at the state level and is not a nationally uniform credential. While BEI may be recognized or accepted by certain agencies and programs in specific jurisdictions, it should be understood as distinct from national certification systems and from licensure requirements that may apply in particular states.
  • Requests and agreements. TerpComm will assign a RID-certified interpreter upon request or as required by the terms of any signed master services agreement, statement of work, contract, or applicable law.

Confidentiality and Privacy (HIPAA)

TerpComm respects the confidentiality of the individuals and organizations it serves.

  • Interpreters adhere to professional codes of ethics that require confidentiality, subject to mandatory reporting obligations under applicable law.
  • When TerpComm acts as a Business Associate under the Health Insurance Portability and Accountability Act of 1996 (HIPAA), its handling of Protected Health Information (PHI) is governed by HIPAA, applicable state law, and any Business Associate Agreement entered into with the covered entity.
  • PHI related to interpreting services is maintained in secure backend systems and is not intended to be transmitted through public-facing webpages. Clients are encouraged to avoid including unnecessary PHI in unencrypted emails or web forms.

TerpComm’s Privacy Policy provides additional information regarding how personal data is handled in connection with its websites and general operations.

Non-Solicitation and Non-Circumvention of Interpreters

Interpreters are a critical component of communication access, and TerpComm invests substantial time and resources in recruiting, vetting, credentialing, scheduling, and coordinating interpreters for Assignments.

During the time TerpComm provides Services to the Client, and for a period of one (1) year following the last date on which a specific interpreter provided Services to the Client through TerpComm, the Client agrees not to directly or indirectly:

  • Hire, contract with, engage, or otherwise retain that interpreter in a manner that bypasses, circumvents, or undermines TerpComm’s role as the coordinating agency; or
  • Solicit, encourage, or induce that interpreter to provide Services directly to the Client or to the Client’s affiliates outside of TerpComm.

This restriction applies on a per-interpreter basis. If an interpreter provides additional Services to the Client through TerpComm during the restricted period, the one (1) year restriction resets from the date of the most recent Service.

This section does not prohibit the Client from engaging interpreters through TerpComm, or from working with interpreters through another agency that independently contracts with the interpreter, provided that the Client does not use confidential, proprietary, or relationship-specific information obtained through TerpComm to circumvent TerpComm.

Conversion option. TerpComm may, in its sole discretion, permit a Client to engage an interpreter directly during the restricted period pursuant to a written conversion or direct-engagement agreement. Such agreement may include a one-time conversion fee intended to reasonably compensate TerpComm for recruitment, vetting, coordination, and relationship management services. Any direct engagement of an interpreter introduced by TerpComm without such written agreement constitutes a material breach of these Terms.

Recordings, Photography and Streaming

To protect privacy, interpreter autonomy, and compliance with professional ethics and law:

  • No recording without approval. Clients must not audio- or video-record an interpreter, photograph an interpreter, or live-stream their work without all legally required consents and prior written approval from TerpComm and, where applicable, the facility.
  • No commercial use. Recording, photographing, or using an interpreter’s likeness, image, or performance for commercial purposes, marketing, training, resale, or monetary gain is not permitted.
  • Interpreter consent. Some interpreters do not consent to being recorded or photographed. Even where recording may otherwise be permitted, TerpComm may deny approval based on interpreter preference, professional standards, or assignment context.
  • Compliance. Where recording is expressly approved, the Client is responsible for ensuring compliance with HIPAA, FERPA, privacy laws, institutional policies, and any applicable union or professional requirements.

Technology, Remote Services and Outages

TerpComm may provide remote interpreting services through third-party platforms or tools selected by the Client or by TerpComm.

  • Client is responsible for providing a suitable internet connection, hardware, and software for participants, and for ensuring that any required platform accounts or licenses are in place.
  • TerpComm is not responsible for outages or quality issues caused by third-party platforms, Client networks, device failures, or other factors outside TerpComm’s reasonable control.
  • If an Assignment is materially disrupted by such issues, TerpComm and Client will work in good faith to determine whether the session can be rescheduled or billed according to the applicable cancellation and minimum policies.

Force Majeure (Including Severe Weather)

TerpComm is based in Florida and operates in regions that may be impacted by hurricanes, tropical storms, severe weather, public emergencies, and other events beyond reasonable control.

Neither TerpComm nor the Client will be liable for any delay or failure to perform obligations under these Terms to the extent such delay or failure is caused by events beyond reasonable control, including but not limited to natural disasters, severe weather, acts of government, public health emergencies, labor disputes, power failures, telecommunications disruptions, or widespread internet or platform outages.

If a force majeure event makes performance unsafe, impractical, or commercially unreasonable, TerpComm may suspend, delay, or modify performance without liability for the duration of the event.

Where feasible, the parties will work together in good faith to reschedule affected Assignments. TerpComm may prioritize the safety of interpreters, staff, and consumers when making decisions related to performance, rescheduling, or cancellation during a force majeure event.

Indemnification

TO THE MAXIMUM EXTENT PERMITTED BY LAW, CLIENT AGREES TO DEFEND, INDEMNIFY, AND HOLD HARMLESS TERPCOMM, ITS OWNERS, OFFICERS, EMPLOYEES, CONTRACTORS, AND AGENTS FROM AND AGAINST ANY AND ALL CLAIMS, DAMAGES, LOSSES, LIABILITIES, COSTS, AND EXPENSES (INCLUDING REASONABLE ATTORNEYS’ FEES) ARISING OUT OF OR RELATED TO: (A) CLIENT’S USE OF THE SERVICES; (B) CLIENT’S BREACH OF THESE TERMS OR ANY APPLICABLE AGREEMENT WITH TERPCOMM; OR (C) ANY CLAIM THAT TERPCOMM FOLLOWED CLIENT’S INSTRUCTIONS IN A WAY THAT VIOLATED LAW, POLICY, OR THIRD-PARTY RIGHTS.

This indemnity does not apply to the extent a claim is caused solely by TerpComm’s gross negligence or willful misconduct, as finally determined by a court of competent jurisdiction.

Disclaimers and Limitation of Liability

Except as expressly stated in a signed written agreement between TerpComm and the Client, Services are provided using reasonable care and in accordance with applicable professional standards. TerpComm does not guarantee any specific outcome, result, decision, diagnosis, treatment, comprehension level, or resolution arising from or related to an interpreted interaction.

  • TerpComm is not responsible for the substance of communications made by any participant, nor for decisions, actions, or omissions of the Client, interpreters, providers, consumers, or other participants before, during, or after an Assignment.
  • Interpreters facilitate communication only and do not provide legal, medical, financial, or other professional advice. Clients and participants are responsible for obtaining independent professional advice where appropriate.
  • Communication outcomes depend on factors beyond TerpComm’s reasonable control, including speaker clarity, environmental conditions, technology performance, and participant behavior.

To the maximum extent permitted by applicable law, TerpComm shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, including loss of revenue, loss of business, loss of opportunity, reputational harm, or business interruption, even if advised of the possibility of such damages.

To the maximum extent permitted by law, TerpComm’s total cumulative liability arising out of or relating to any Assignment or series of related Assignments shall not exceed the total amount actually paid by the Client to TerpComm for the specific Assignment(s) giving rise to the claim.

The limitations set forth in this section apply to all claims, whether based in contract, tort, negligence, strict liability, indemnity, or otherwise.

Nothing in these Terms shall limit liability to the extent caused by TerpComm’s gross negligence or willful misconduct, as finally determined by a court of competent jurisdiction.

Changes to Rates, Services, and These Terms

TerpComm may update its rates, service offerings, policies, and these Terms from time to time.

  • Future application. Unless otherwise agreed in writing, material changes to rates or service terms will apply prospectively to future Assignments and will be communicated through updated rate sheets, quotes, invoices, or other written notices.
  • Updates. The “Last updated” date displayed at the top of these Terms reflects the most recent revision.
  • Acceptance. By continuing to request, schedule, or receive Services after updated Terms take effect, the Client acknowledges and agrees to be bound by the revised Terms, subject to any separate written agreement between the parties.

Governing Law and Venue

These Terms, and any dispute, claim, or controversy arising out of or relating to these Terms or the Services provided by TerpComm, shall be governed by and construed in accordance with the laws of the State of Florida, without regard to its conflict-of-laws principles.

Any legal action or proceeding arising out of or relating to these Terms or the Services shall be brought exclusively in the state or federal courts located in Miami-Dade County, Florida. Each party irrevocably submits to the personal jurisdiction and venue of such courts and waives any objection based on forum non conveniens or improper venue.

Entire Agreement and Contact Information

These Terms, together with any applicable signed master services agreement, statement of work, Business Associate Agreement, and any quotes, invoices, or written communications that expressly reference these Terms, constitute the entire agreement and understanding between the Client and TerpComm regarding the Services described herein, and supersede all prior or contemporaneous agreements, discussions, or understandings, whether written or oral, relating to the subject matter.

These Terms may be modified only by a written agreement signed by authorized representatives of both parties, except as otherwise expressly permitted under these Terms.

Severability. If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be enforced to the maximum extent permissible, and the remaining provisions shall remain in full force and effect.

If you have questions regarding these Terms or the Services, you may contact TerpComm using the information below:

  • Email (general):

    ask at terpcomm.com

  • Email (billing):

    AP at terpcomm.com

  • Phone: (305) 882-2820

  • Mailing address:
    TerpComm
    PO Box 960261

    Miami, FL 33296

  • Business address:
    TerpComm
    12485 SW 137th Ave #212

    Miami, FL 33196