Terms of service

1. Who we are

InterpretLink is operated by Quiz & Rise Ltd, a private limited company registered in Scotland under company number SC848141. Our registered office is Sicily Road, Inverness, IV2 3YL, Scotland, United Kingdom. Our VAT number is GB505375696 and our ICO registration number is ZB989670.

General support: support@quizandrise.com. Formal complaints: complaints@quizandrise.com.

2. What InterpretLink provides

InterpretLink provides on-demand telephone interpreting by matching a customer with an eligible interpreter for a supported language pair. Availability depends on the languages requested, interpreter eligibility and capacity, telephone-network availability and the lawful operation of the service. We do not guarantee an immediate connection or uninterrupted availability of any language.

An interpreter conveys meaning between participants. InterpretLink and its interpreters do not provide medical, legal, immigration, financial or other professional advice and do not make the underlying professional decision.

InterpretLink is not an emergency service. In the United Kingdom, call 999 or 112 in an emergency. Outside the United Kingdom, contact the appropriate local emergency service.

3. Launch packages and prices

InterpretLink launches with the following prepaid, non-renewing packages:

• Short: 30 connected minutes, valid for 3 days — £35.
• Mini: 60 connected minutes, valid for 7 days — £59.
• Core: 3 connected hours, valid for 30 days — £149.
• Standard: 5 connected hours, valid for 30 days — £239.
• Business: 10 connected hours, valid for 30 days — £449.

Prices displayed to consumers are the total price and include VAT where VAT is chargeable. Before payment, checkout must show the selected package, total price, included connected time, validity period and any other charge that applies. Packages do not automatically renew.

4. Contract formation and activation

A contract is formed when we successfully confirm payment and issue a purchase confirmation. The package validity period starts at confirmed activation. We will provide confirmation of the package, price, validity period and the applicable version of these terms in a form the customer can retain, normally by email or through a durable account record.

A person purchasing as a consumer must be at least 18 years old and able to enter the contract. A person purchasing for an organisation confirms that they are authorised to do so.

5. Connected-time billing

Package usage is measured in connected seconds. Chargeable time begins only after the customer and interpreter have both successfully joined the controlled call bridge. IVR prompts, access-code entry, waiting, interpreter ringing, unsuccessful connection attempts and time before both parties are connected are not deducted from the package.

If a call disconnects, only connected interpreting time already delivered is chargeable. Any protected reconnection or replacement process is not itself chargeable unless both parties are again connected for interpreting.

6. Package validity and expiry

Unused service time is no longer available after the stated package expiry time. The expiry period is shown before purchase and begins on confirmed activation. Expiry does not remove any statutory cancellation, refund or other consumer right that applies under law.

7. Consumer cancellation rights

Where United Kingdom consumer cancellation rules apply to a distance service contract, a consumer normally has 14 days from the contract being made to cancel without giving a reason. We provide a clear cancellation route and the required pre-contract information.

Interpreting is often required immediately. If a consumer asks us to begin providing the service before the end of the cancellation period, we will obtain an express request to start early. If the consumer then cancels, we may deduct a proportionate amount for service actually supplied before cancellation where the law permits. If the service has been fully performed within the cancellation period, the cancellation right is lost only where the legal requirements for early performance and acknowledgement have been satisfied.

To cancel, contact support@quizandrise.comand state your name, account email, package or order reference, and that you wish to cancel. A consumer may also use the following model wording: “I give notice that I cancel my contract for the InterpretLink service, ordered on [date], in the name of [name], at [address/email].”

8. Refunds, corrections and service failures

We do not operate a blanket “no refunds” policy. If time is deducted in error, or a service failure for which we are responsible prevents the agreed service from being supplied, we may restore package time, correct the ledger or provide an appropriate refund or price reduction. Time that never becomes connected interpreting time must not be charged.

Nothing in these terms limits statutory rights, including the right of a consumer to receive services performed with reasonable care and skill and to receive the remedies required by applicable consumer law.

9. Customer responsibilities

• provide accurate, minimal information needed to route the request;
• keep account credentials and access codes secure;
• use the service lawfully and respectfully;
• avoid adding unnecessary sensitive case information to routing fields;
• follow the Acceptable Use Policy;
• not exchange personal telephone numbers to bypass the platform or its safeguards.

10. Privacy, confidentiality and recording

InterpretLink does not record or transcribe launch calls. Customers and interpreters must respect confidentiality and must not make an unlawful or covert recording, or disclose call content in breach of law, professional duties or another person’s rights. Our processing of personal information is described in the Privacy Notice.

11. Suspension and misuse

We may restrict or suspend access where reasonably necessary to address fraud, serious misuse, threats or harassment, security incidents, attempts to bypass billing or access controls, or a legal or regulatory obligation. We will use proportionate measures and human review where appropriate. Suspension does not remove statutory rights or valid remedies relating to a paid service.

12. Availability and interruptions

Telephone and internet infrastructure can fail, and an eligible interpreter may cease to be available. We may fail closed, end an unsafe or incomplete connection, or offer a replacement rather than connect a customer to an ineligible interpreter. We are responsible for providing the contracted service with reasonable care and skill, but we do not promise that networks or events outside our reasonable control will never cause interruption.

13. Liability

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability that cannot lawfully be excluded for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or mandatory consumer rights.

Subject to those protections, we are not responsible for losses that were not reasonably foreseeable when the contract was made, or for losses caused solely by circumstances outside our reasonable control where we have not failed to exercise reasonable care and skill. Nothing in this section turns an interpreter into the provider of the underlying medical, legal or other professional service.

14. Complaints

Formal complaints may be sent to complaints@quizandrise.com. We will investigate proportionate system, billing and audit evidence, avoid collecting unnecessary conversation content, provide a reasoned outcome and make corrections where justified.

15. Governing law and consumers outside Scotland

These terms are governed by the laws of Scotland. If you are a consumer resident elsewhere, this choice of law does not deprive you of mandatory protections that apply to you and cannot lawfully be excluded by contract.

16. Geographic availability

InterpretLink may make particular languages, channels or commercial offers available only in countries that we have approved for operation. The fact that this website can be viewed from another country does not mean that every service is offered there. We may add markets only after relevant legal, privacy, payment and operational requirements have been assessed.

17. Changes and versions

We may update these terms for future purchases. We will not use a later version to remove rights already acquired under an existing contract unless the law permits that change and any required agreement is obtained. The applicable terms version should be recorded with each purchase.