Scheduled Call Cancellation Policy

Reserved calls must be cancelled or modified with at least 24 hours’ notice, or your account will be charged for the full duration reserved.

Reserving Jeenie interpreters for future calls:

Clients may schedule appointments in advance by contacting Jeenie to reserve an interpreter for a predetermined duration. The following policy applies to protect interpreters and their time:

• For a Scheduled session of any time:
  •  Client will be charged for the minutes used, with a minimum charge for the time reserved.
  • For example:
    • If a call is reserved for 60 minutes, but Client is a no-show, cancels, or modifies the time within 24 hours, Client will be charged for 60 minutes.
    • If a call is reserved for 60 minutes, but it only lasts 15 minutes, Client will be charged for 60 minutes.
    • If a call is reserved for 60 minutes, but the duration is 75 minutes, Client will be charged for 75 minutes.
    • If a call is reserved for 60 minutes, but the Client makes an on-demand call instead of joining the call (via Upcoming Call Menu), the Client will be charged for the 60 minutes reservation AND their on-demand call
      
      
• For all Scheduled calls
  • Client must provide a direct telephone number and email address of the actual person conducting the appointment.
  • This is critical to confirm any last-minute instructions or changes. If we cannot reach the person conducting the appointment, we cannot guarantee that the call will take place properly as scheduled and Client may be charged for the minimum as described above.
    
    
• For calls outside the Jeenie platform (Doxy, Google Meet, etc),
  • The session link must be provided at the time of the request.
  • If the link is not provided, your request will be cancelled and you will need to schedule another reservation.

📌  If a scheduled session goes over the time period reserved:

• Jeenie cannot guarantee that the Client's scheduled interpreter will be able to remain on the call.
• Clients are requested to reserve a session duration that best matches the period of time for which the interpreter is anticipated to be needed.

Additional information:

• Jeenie interpreters will wait for 15 minutes after the reserved start time.
  If the Client has not joined the call, the call will be cancelled and Client will be charged for the full time reserved.
  
  
• If a patient is not with the Client in person and does not join a Scheduled call, the interpreter will – at Client’s instruction – leave a voicemail for the patient stating that they will attempt to call back within the next 10 minutes.
  
  
• If the patient answers within those 10 minutes, the appointment can be completed at the rates described above.
  
  
• If the patient still does not answer, Client will be charged for the minimum time reserved as described above. Client must then contact Jeenie to schedule a new reservation with an interpreter for the rescheduled appointment time.