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Scheduled Calls Policies and Cancellations

 

NOTE: Pre-scheduling not available to Pay-As-You-Go clients. If you need to pre-schedule you will need to upgrade your plan.

In This Article

Reserving an interpreter for a future scheduled call is only available for business accounts (enterprise or self-signup). Consumer accounts do not have access to this feature. If you’re interested in upgrading, contact Jeenie Support. 

The following policies apply to protect interpreters and their time.

Canceling Scheduled Sessions

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

Charges for Scheduled Sessions

For any scheduled sessions, the Client will be charged for the minutes used, with a minimum charge for the time reserved.

  • 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.
  • If a call is reserved for 60 minutes and a Scheduled Call Change Request is sent in Under 24 Hours in advance and changing the call to a different day, the Client will be charged for both the old call and the new call. 
  • If a call is reserved for 60 minutes and a Scheduled Call Change Request is sent in Under 24 Hours only in advance and shortening the duration of the call to 30 minutes, the Client will be charged at the original 60 minutes to ensure that the interpreter is fairly compensated for the time they have booked for the call.
  • If a call is reserved for 60 minutes and a Scheduled Call Change Request is sent in Under 24 Hours in advance and lengthening the duration of the call to 90 minutes, the Client will be charged for 90 minutes. 

 Scheduled Session Guidelines

There is a 30-minute minimum for scheduled calls and a maximum duration of 6 hours.

If a scheduled session goes over the time period reserved, Jeenie cannot guarantee that the scheduled interpreter will be able to remain on the call. Given this, we advise that users reserve a session duration that best matches the period of time for which the interpreter is anticipated to be needed.

Jeenie interpreters will wait for 15 minutes after the reserved start time. If the Client has not joined the call, the call will be canceled and Client will be charged for the full time reserved.

If the user’s client does not join the scheduled call, the interpreter will – at the 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. 

If the Client makes an on-demand call instead of joining the call (via Upcoming Call Menu), the Client will be charged for the scheduled reservation AND their on-demand call.