Thank you for choosing InSignLanguage Limited and Our video-based BSL services.
As you’d expect, we need to set out some clear guidelines to help you get the best out of our service. It is all explained in this document and we are available to help.
By agreeing to our terms and conditions, you acknowledge that you understand the working and legal nature of the relationship between InSignLanguage Limited (“InSignLanguage”) and yourself.
This Agreement is effective from the date you register with InSignLanguage Limited, which is a company registered in England and Wales. Our Company Number is 10943637 and our registered office is at Aldgate Tower, 2 Leman Street, E1 8FA, London. This agreement outlines the details of Our Video Relay Service to connect you to a BSL Interpreter.
For clarity, we’ll refer to InSignLanguage as “Us”, “We” and “Our” elsewhere in this Agreement and will use “You” and “Your” to refer to You, LBI.
‘we’, ‘us’ and ‘our’ where the context requires, refers to You and Us together
“Agreement” means this agreement and all schedules
“Internet Enabled Device” means your own, or provided by You, A IOS device that allows the access the Video Relay Service and Software
“Interpreter” means the BSL qualified Interpreter provided via the App
“Service” means the provision of an Interpreter by Us to You via Video Relay Service to facilitate communication
“Service Booking” means the date agreed by You, and Us,, to carry out the Service at the agreed Time Slot.
“Service Fee” means Our monthly charge for the Service, which is calculated in accordance with these terms and which You agree to pay.
“Software” means the InSignLanguage App.
“Start Time” means the exact allocated start time for the Time Slot.
“Parties” means You and Us.
“Video Relay Service” means the connection via Wi-Fi or 3g on the Internet Enabled Device, to the Software where the Interpreter will be available during the Time Slot for the Booking.
The service facilitates communication between you and a hearing person whom you wish to speak with, through a qualified British Sign Language interpreter, for a paid fee. The service is delivered over the InSignLanguage app, which is instantly accessible and is therefore chargeable on the time during which the app is connected to the interpreter. The service is only available to registered users who have completed registration and accepted these terms and conditions. We endeavour to deliver a high level of service that satisfies your requirements. We are responsible for providing you with qualified interpreters that can be contacted and seen, via Video Relay Service (VRS) as featured on our app.
All users must be logged into the InSignLanguage server via the app. This requires that InSignLanguage store your personal details. All information pertaining to the log-in and registration is subject to the General Data Protection Regulation.
Our service is based and operated totally from the U.K. with translations from spoken English into BSL and vice versa. Service is offered live with our vetted, valued and qualified interpreters, who will be suitably visible on screen for hand signing, body language and expressions. The user experience is designed to give a good and clear understanding to the deaf and hearing parties in the conversation.
Messaging and sign video services are conducted via the app to enable communication to be translated from BSL into English.
InSignLanguage Services are available 12 hours a day, (7:00 to 19:00),7 days a week, 365 days a year.
We aim to make the Service always available to You, however, given that access to the Service is via the Internet, We cannot absolutely guarantee the Service availability. It is reliant upon working internet connections.
Our booking and video system operate on the internet and is accessible on PCs and laptops as well as via apps on both IOS and Android devices. Access to the Services requires Wi-Fi or, if Wi-Fi isn’t available at least a 3G connection.
Use of the service through the app is charged per minute used. This is a pay per use serve that requires a debit or credit card to be registered. This service is provided by Stripe. There is also a subscription service available which works in the same way as mobile phone contract does.
Our Standard charge is £2.00 per minute – for all calls conducted from 0800 - 1800, Monday – Friday, excluding weekends and holidays.
If you receive an ATW Grant, we will send you an invoice for the agreed Subscription service at the end of each month AND/OR an the number of minutes used during the month.
Our interpreters are employed at an hourly rate and other operating costs dictate that any calls terminated before 4 minutes will be charged for 4 minutes, resulting in £8 (Standard rate); £12 (Non-Standard rate) or £16 (Premium rate) applied to such a call.
This applies to Pay as you go and Subscription clients.
InSignLanguage will comply with all applicable laws, including without limitation, the General Data Protection Regulations (GDPR) and the Intellectual Property Rights.
Any complaint or dispute in connection with the VRS or Messaging Services must be notified by you, via email, to InSignLanguage Ltd no later than 1 month (30 days) from the day on which the Services were performed. If the parties are unable to resolve the dispute, the matter of may be referred to the Chair of the Standards Panel of the Naotional Registers of Communication Professionals working with Deaf and DeafBlind People (NRCPD). If possible, such a referral should be made no later than 6 weeks from the date which the original complaint was made. If the dispute cannot be resolved amicably between the parties, or if either party refuses to accept the decision of the Standards Panel, the parties shall be subject to the jurisdiction of the Courts of England and Wales.
Contact details: complaints@insignlanguage.co.uk Telephone 07443280056
All subscriptions are paid in advance.
InSignLanguage shall have no liability for any delay or failure in performance of its obligations to the Client where this arises from matters beyond its reasonable control.
As part of our aim to deliver a high-quality service, we have found it useful to record our communications and keep them for 6 months, to improve the usability of our offering. All recordings are subject to UK data protection law and are only used for internal product development. Agreeing to our terms is consenting to record the VRS conversations with the purpose of help develop the service. All recordings are deleted after 6 months. The recordings will be proof of the conversation in the event of a dispute.
Our staff are available and willing to assist You. Their aim is to give You the best possible service and we must insist that they are treated with respect at all times. Any situations that arise with regard to rudeness, foul or abusive language will be subject to an internal investigation and suspension of services. The company reserves the right to refuse and/or cease service to anyone who is found to be abusive to Our staff or people working with InSignLanguage.