Customer Sessions Rules and Guidelines
These Customer Session Rules and Guidelines only apply to premium human delivered Captioning, Live Captioning, Sign Language Interpreting, Audio Description, Live Audio Description, Translation, and Transcription services.
1. DEFINITIONS
In this Attachment 1:
(a) Audio Description means audio description services (also known as ‘described video’) for pre-recorded video materials.
(b) Live Audio Description means audio description services (also known as ‘described video’) for live video/audio.
(c) Captioning means captioning (open or closed captions) services for pre-recorded audio or video materials, and for the avoidance of doubt does not include Live Captioning.
(d) Live Captioning means any captioning, note-taking or transcription services required in real-time, including without limitation, “Communication Access Real-time Translation” (CART).
(e) Interpreting means sign language interpreting services required in real-time, including without limitation, American Sign Language (ASL), British Sign Language (BSL) and Australian Sign Language (Auslan).
(f) Transcription means transcription services for pre-recorded audio or video materials, and for the avoidance of doubt does not include Live Captioning.
(g) Voice Translation means the process of converting spoken words from one language into another.
2. Rules and Guidelines: All Services
(a) Customer must upload video or audio files that have good and clean audio quality – that is, where AI-Media is able to clearly hear the speech of any person, has minimal background noise and no media defects. Customer acknowledges that the audio quality might affect the accuracy of the work delivered.
(b) Customer acknowledges and agrees that in delivering any transcription and captioning:
(i) AI-Media considers (without making any warranty) the delivery of accurate work for good audio as including:
(1) words being spelled correctly; (2) phrases and sentences making sense as a standalone document; and (3) text is a near exact replication of spoken words;
(ii) AI-Media does not include unintended speech such as “urms”, “uhs”, stuttered speech, or difficult proper nouns;
(iii) AI-Media does not correct grammar or proof-read material – AI-Media only transcribes what is on the source media.
(c) Unless AI-Media otherwise agrees in writing, any Services that AI-Media provides must be paid in full at the time of ordering.
(d) Customer acknowledges that, in order to assist AI-Media in providing accurate transcription or captioning, the Customer will provide AI-Media with any relevant additional information and/or materials regarding the audio and/or video files the Customer wishes to have transcribed or captioned, or the event the Customer wishes captioned, for example industry specific jargon, unique names of places or persons. The Customer should not disclose information that is private or confidential in nature.
(e) The Customer may request to cancel an order in writing or through the Platforms (that is, the relevant customer portal on the relevant Platform).
(f) AI-Media may cancel an order at any time before the time the relevant Services are scheduled to commence, in the event of a Force Majeure Event, without any liability to the Customer other than reimbursing the Customer for any Fees paid in advance to the extent that the Customer does not agree for the Services under the relevant cancelled order to be rescheduled at another agreed time.
3. Rules and Guidelines: Captioning, Voice Transcription, Interpreting, and Audio Description
In respect of any order for Voice, Captioning, Audio Description, Interpreting, and Transcription, if the Customer cancels an order at any time after AI-Media has commenced providing the relevant Services, then the Customer must pay to AI-Media the full amount of the fees applicable to the cancelled order.
4. Rules and Guidelines: Live Captioning and Interpreting
4.1 Booking Requests
(a) It is the Customer’s responsibility to make sure all booking details are correct prior to submitting a request.
(b) AI-Media’s fees do not include, and AI-Media is not liable for, any fees or charges for floor monitors, projectors, projection screens, audio-out technical or other technical requirements, or internet connectivity, that are incurred by the Customer in connection with the Services.
(c) Other than Live Captioning for “Ai-Live” sessions, once the Customer makes a booking request, the Customer’s live session will not be confirmed until an AI-Media captioner or interpreter has been assigned to that session.
(d) In respect of Live Captioning for “Ai-Live” sessions, Interpreting, and Live Audio Description:
(i) booking requests are not guaranteed until a confirmation notice has been received from AI-Media; and
(ii) if the Customer places an order during Monday to Friday (during AI-Media’s normal office hours 9am to 5pm) and requests for the Services to be provided within twenty-four (24) hours of the time that Customer places an order, then AI-Media has the discretion to refuse or accept the order and such order will be subject to a 20% surcharge in respect of its applicable Fee.
(e) If the Customer places an order at any time after 5pm Friday and before 9am of the immediately following Monday, and where the Services are requested to be provided on that immediate Monday, AI-Media has the discretion to refuse or accept the order.
(f) If the Customer’s Live Captioning or Interpreting session exceeds the allocated time duration booked (Overrun) then the Customer will be billed in 15-minute increments (rounded up) for the duration of that Overrun. Further, if AI-Media utilized approved partners to provide the Services (whole or in part) then the Overrun terms and associated fees herein above will be superseded by those of the approved partner if it’s Overrun terms and fees are more stringent than that of AI-Media. AI-Media will use reasonable endeavors to provide the Customer with prior notice of such Overrun terms and fees.
(g) In respect of onsite Services, bookings are dependent on the local service provider being available for the requested dates and times. If staffing availability unexpectedly changes, AI-Media will use reasonable efforts to source an onsite replacement service provider. If an onsite service provider is not available, the option for remote services or a refund on that portion of services will be offered. To avoid doubt, this offer provided under 4.1(g) is limited only to onsite events utilizing local staff.
4.2 Cancellation and No-Show Policy
AI-Media has multiple cancellation timeframes that apply to Live Captioning, Live Audio Description, and Interpreting Services which are applied to the Customer’s booking dependent on the complexity of the session, as determined by AI-Media.
(a) 24-hour cancellation
(i) More than 24 hours’ notice – 0% of total fee charged.
(ii) Less than 24 hours’ notice – 100% of fee charged.
(b) 72-hour cancellation
(i) More than 72 hours’ notice – 0% of total fee charged.
(ii) Less than 72 hours’ notice -100% fee charged.
(c) 5-day cancellation
(i) More than 5 days’ – 0% of total fee charged.
(ii) More than 72 hours’ notice but less than 5 days’ notice – 50% of total fee charged.
(iii) Less than 72 hours’ notice -100% fee charged.
(d) To avoid any doubt, the Customer will be required to pay any and all additional costs associated with a cancelled session that have been incurred by AI-Media, including but not limited to travel, shipping and accommodation costs.
(e) In the event that AI-Media’s captioner employees or contractors are unavailable due to a Force Majeure Event (and where AI-Media is unable to find a suitable replacement), or where during the live session AI-Media is incapable of continuing to deliver the relevant Services for the session due to a Force Majeure Event, then AI-Media may cancel the session and the Customer must pay the fees for the Services that have been actually delivered by AI-Media for the live session up to the time of cancellation, on a pro-rata basis (per-minute).
(f) If AI-Media utilizes approved partners to provide the Services then the cancellation terms contained in this section 4.2 will be superseded by those of the approved partner if it’s cancellation terms, and fees are more stringent than that of AI-Media. We will use reasonable endeavors to provide the Customer with prior notice of such terms and fees.
4.3 Late Sessions
If the Customer is late for its scheduled Live Captioning, Interpreting, or Live Audio Description session, the Customer will still be billed from the start of the scheduled time.
4.4 Ending a Live Captioning Early
If the Live Captioning, Interpreting, or Live Audio Description session ends prior to the scheduled end time, the Customer will still be charged for the full scheduled time.