Terms of Service

1. Acceptance of Terms

These Terms of Use ("Terms") govern access to and use of Remoto by ProZ ("Remoto," "we," "us," or "our"), a platform owned and operated by ProZ.com, Inc. ("ProZ").

By accessing or using Remoto—whether as an organization, client, interpreter, guest, or administrator—you agree to be bound by these Terms and any incorporated policies, including our Privacy Policy. If you do not agree, you may not use the platform.

2. Description of the Platform

Remoto is a technology platform that enables real-time interpretation services, including:

• Video Remote Interpreting (VRI)
• Remote Simultaneous Interpretation (RSI)
• Audio-only interpreting through the Remoto web platform (available now)
• Over-the-Phone Interpreting (OPI)—dial-in phone access from any phone (planned; not yet available)

Remoto facilitates connections between organizations seeking interpretation services and independent professional interpreters. Remoto itself does not provide interpretation services.

3. User Roles

The platform supports multiple user roles:

• Agencies / Clients: organizations requesting interpretation services
• Interpreters: independent professionals offering interpretation services
• Guests: invited participants who join sessions without an account
• Administrators: authorized platform operators

Different features and permissions apply to each role.

4. Eligibility and Accounts

You must be at least 18 years old and legally capable of entering into binding agreements to use Remoto.

Account Responsibilities

Account holders agree to:

• Provide accurate, complete, and current information during registration and account maintenance
• Maintain the security and confidentiality of login credentials
• Be responsible for all activity under their account, including unauthorized access if due to your failure to maintain security
• Notify us immediately of any unauthorized access or security breach
• Use strong passwords and update them regularly
• Not share account credentials with unauthorized parties
• Maintain accurate billing and payment information

Account Security: You are responsible for maintaining the confidentiality of your account credentials. You agree to notify us immediately of any unauthorized use of your account. We are not liable for any loss or damage arising from your failure to maintain account security.

Guests may access limited functionality via invitation links and remain subject to these Terms. Guest access is temporary and limited to the specific session for which they are invited.

5. Interpreter Relationship

Interpreters using Remoto are independent contractors, not employees, agents, partners, or representatives of ProZ or Remoto.

• ProZ does not supervise, direct, or control how interpreters perform services
• Interpreters set their availability, language pairs, and rates subject to platform rules
• ProZ is not responsible for interpreter conduct, accuracy, or outcomes

Nothing in these Terms creates an employment, joint venture, or fiduciary relationship.

5.1 Interpreter Obligations

Interpreters using Remoto agree to:

• Professional Standards: Maintain valid professional certifications and credentials required for interpretation services
• Accurate Representation: Provide accurate representation of language proficiencies, specializations, and professional qualifications
• Professional Conduct: Maintain professional conduct during all sessions, including appropriate behavior, dress, and communication
• Equipment and Connectivity: Ensure adequate equipment (camera, microphone, speakers) and stable internet connectivity to provide quality services
• Work Environment: Ensure a neutral, professional background and a distraction-free, quiet environment (no children, pets, or background noise) during all live sessions. Failure to maintain a professional environment is grounds for immediate session termination without pay
• Confidentiality: Respect the confidentiality of all session content and not disclose information learned during sessions
• Availability and Punctuality: Be available and punctual for scheduled assignments, and update availability status accurately
• Conflict of Interest: Report any conflicts of interest immediately and decline assignments where conflicts exist
• Quality Standards: Provide interpretation services that meet professional standards and client expectations
• ProZ Account Integration: If linking a ProZ.com account, maintain accurate ProZ profile information and verification status
• Compliance: Comply with all applicable laws, regulations, and professional codes of conduct

Interpreters acknowledge that failure to meet these obligations may result in suspension or termination of platform access.

5.2 Organization Obligations

Organizations using Remoto agree to:

• Accurate Information: Provide accurate assignment details, requirements, and participant information
• Payment Obligations: Maintain valid payment methods and ensure payments are processed successfully
• Professional Communication: Maintain professional communication with interpreters and respect their independent contractor status
• End Client Responsibilities: Ensure end clients understand service guidelines and platform terms
• Quality Reporting: Report service quality issues promptly and through appropriate channels
• Compliance: Ensure use of Remoto complies with applicable laws, regulations, and industry standards
• Guest Management: Ensure guests invited to sessions understand and comply with platform terms

Agencies acknowledge that failure to meet these obligations may result in suspension or termination of platform access.

5.3 The ProZ Advantage

While Interpreters are independent contractors, their affiliation with ProZ.com's vetting or feedback systems provides an additional layer of professional accountability. Remoto leverages ProZ.com's established network of professional interpreters and its reputation for quality and reliability in the language services industry.

• Interpreters may link their ProZ.com accounts to Remoto, allowing verification of professional credentials and standing
• ProZ.com's vetting systems and feedback mechanisms contribute to maintaining professional standards
• Clients benefit from ProZ.com's established reputation and quality assurance processes
• This affiliation enhances trust and accountability while maintaining the independent contractor relationship

However, this affiliation does not alter the independent contractor status of interpreters or create any employment relationship with ProZ or Remoto.

6. Use of Services

Users agree to use Remoto only for lawful purposes and in accordance with these Terms.

You agree not to:

• Misuse or Disruption: Misuse, disrupt, interfere with, or attempt to gain unauthorized access to the platform, servers, or networks
• Circumvention: Circumvent, disable, or interfere with security, billing, availability, or other platform systems
• Unauthorized Recording: Record calls, sessions, or interactions using external recording tools without explicit consent from all parties and compliance with applicable recording laws
• Malicious Code: Upload, transmit, or distribute viruses, malware, or other malicious code
• Impersonation: Impersonate others, misrepresent affiliations, or create false identities
• Harassment: Engage in harassment, discrimination, or abusive behavior toward other users
• Fraud: Engage in fraudulent activities, including payment fraud, chargebacks, or misrepresentation
• Data Scraping: Scrape, crawl, or extract data from the platform without authorization
• Reverse Engineering: Reverse engineer, decompile, or disassemble any part of the platform
• Unauthorized Use: Use the platform for illegal purposes or in violation of any applicable laws or regulations
• Payment Circumvention: Attempt to circumvent platform payment systems or arrange payments outside the platform
• Confidentiality Breach: Share confidential session information or user data without authorization
• Spam: Send unsolicited communications or spam to other users
• Account Sharing: Share account access with unauthorized parties or allow others to use your account

We may suspend or terminate access immediately for violations of these prohibitions, with or without notice.

6.1 Non-Solicitation and Anti-Circumvention

A. Restricted Period:

For a period of twelve (12) months following the most recent session facilitated between a Client (or its affiliates) and an Interpreter through Remoto, both parties agree to use the Remoto platform as their exclusive method for engagement, communication, and payment for any interpretation or language services.

B. Prohibited Actions:

During this Restricted Period, Clients and Interpreters shall not, directly or indirectly:

• Solicit, negotiate, or enter into a direct or indirect business relationship outside of the Remoto platform for services similar to those provided through the platform.
• Share personal contact information (including but not limited to personal email, phone numbers, or LinkedIn profiles) for the purpose of moving a professional engagement off-platform.
• Invoice or accept payments for services initiated via Remoto through any means other than the Remoto/Stripe payment gateway.

C. Buy-Out / Circumvention Fee:

In the event that a Client wishes to hire an Interpreter directly or bypass the platform, the Client must notify Remoto in writing. Remoto may, at its sole discretion, agree to waive this restriction in exchange for a "Circumvention Fee" per interpreter. If a breach of this section is discovered without prior written agreement, Remoto reserves the right to:

• Charge the Client's payment method a liquidated damages fee of $3,500.00 USD (or the equivalent of the platform's estimated lost revenue for one year, whichever is higher).
• Permanently terminate the accounts of both the Client and the Interpreter.

D. Exceptions:

This provision does not apply to relationships that can be proven, via written documentation, to have existed prior to the parties' first interaction on the Remoto platform.

7. Audio and Video Communications

Remoto enables real-time audio and video communication for interpretation sessions.

Recording. Some interpretation sessions may be recorded — for example, when enabled by the organization or user arranging the call, or by Remoto for quality assurance, interpreter training and evaluation, dispute resolution, or legal and regulatory compliance. Where a session is recorded, participants are informed that recording is taking place. How recordings are stored, accessed, and retained is described in our Privacy Policy.

• By joining a session that is being recorded, you acknowledge and consent to the recording; if you do not consent, you should not join, or should leave, the session
• You are responsible for complying with applicable consent and recording laws if you choose to record calls using external tools
• Remoto reviews recorded or live call content only as necessary for service delivery, quality assurance, security, or legal compliance

External Recording: If you choose to record calls using external recording tools or software, you are solely responsible for obtaining required consent from all parties and complying with applicable recording laws. Recording calls without required consent violates these Terms and may result in account termination and legal action.

7.1 Call Quality and Technical Limitations

• Call quality depends on internet connectivity, device capabilities, and network conditions
• Remoto does not guarantee specific call quality metrics
• Users are responsible for ensuring adequate equipment and internet connectivity
• Technical issues affecting call quality do not automatically entitle users to refunds unless caused by platform failures

7.2 Non-Emergency Use

Important: The Services are not intended to support or carry emergency calls to any type of hospitals, law enforcement agencies, or any other kind of emergency services. If you are in an emergency situation, do not rely on Remoto; contact your local emergency number (e.g., 911) immediately.

7.3 Service Availability and Uptime

Remoto strives to maintain high availability of the platform and will use best efforts to ensure the Services are accessible and operational. However, Remoto does not guarantee specific uptime percentages or service level agreements (SLAs).

• Service availability may be affected by scheduled maintenance, system updates, technical issues, or circumstances beyond Remoto's control
• Remoto will use commercially reasonable efforts to minimize service interruptions and provide advance notice of scheduled maintenance where feasible
• Remoto is not liable for service interruptions, downtime, or unavailability, except as may be required by applicable law
• Users acknowledge that internet-based services are subject to inherent risks and may experience temporary outages or disruptions

For enterprise customers with specific SLA requirements, separate service level agreements may be negotiated and documented in writing.

8. Scheduling and Availability

Services may be requested on-demand or scheduled in advance.

• Interpreter availability is not guaranteed
• Connection times are estimates, not guarantees
• Remoto is not responsible for missed or delayed sessions caused by user connectivity, availability, or external factors

8.1 On-Demand Services

• On-demand services are subject to interpreter availability at the time of request
• Connection times vary based on interpreter availability and network conditions
• Remoto does not guarantee specific connection times or that an interpreter will be available for any specific request
• Failed connections or missed calls due to interpreter unavailability do not result in charges

8.2 Scheduled Services

• Scheduled calls may be booked in advance with available interpreters
• Cancellation: Scheduled calls may be cancelled by the client before the scheduled time
• Rescheduling: Scheduled calls may be rescheduled subject to interpreter availability
• No-Show Policy: Failure to attend a scheduled call without cancellation may affect future scheduling privileges
• Enterprise Agreements: Cancellation fees and specific policies may be defined in separate service agreements for enterprise customers

9. Fees, Payments, and Billing

Agencies and clients agree to pay applicable fees based on usage.

• Fees may be calculated per minute or per session
• Payments are processed through third-party payment providers
• Interpreters receive a portion of call revenue, subject to platform fees
• All fees are non-refundable unless otherwise stated

You authorize Remoto and its payment providers to process transactions on your behalf.

9.1 Fee Structure

Platform Fees:

• Remoto charges a platform fee (approximately 20% of call revenue) for facilitating services
• Platform fees are deducted from call revenue before interpreter payments
• Platform fees are non-refundable except as specified in refund policies

Call Fees:

• Fees are calculated based on actual call duration (per minute) or per session, as applicable
• Rates vary by language pair and interpreter
• Rates are displayed before initiating a call
• Minimum Charges: Very short calls may be subject to a minimum charge of $0.50 USD due to payment processor requirements
• Billing begins when the interpreter joins the call and the call status becomes "live"

9.2 Payment Terms for Agencies

• Payment Processing: Payments are processed immediately after call completion through Stripe
• Payment Method: A valid payment method must be on file before initiating calls
• Payment Failure: Failed payments may result in service suspension and collection efforts
• Disputes: Billing disputes must be submitted within 7 days of the call date
• Enterprise Agreements: Net 30 payment terms may be available for enterprise customers under separate service agreements

9.3 Payment Terms for Interpreters

• Earnings Credit: Interpreter earnings are credited to your account balance immediately upon successful call completion
• Withdrawal Requests: Earnings are available for withdrawal upon request. Withdrawals must be requested manually through your account and are subject to admin approval
• Platform Fee Deduction: Platform fees are deducted before interpreter earnings are credited
• Tax Responsibility: Interpreters are solely responsible for tax reporting and compliance on earnings

9.4 Refunds and Disputes

Refund Eligibility:

• Refunds may be available for calls with technical issues caused by platform failures
• Refund requests must be submitted within 7 days of the call date
• Refunds are not available for calls completed successfully, even if quality was less than ideal
• Refunds are not available for user-caused issues (poor connectivity, equipment failure, etc.)
• Refunds are subject to review and approval by Remoto

Proof Requirements for Technical Disputes:

To dispute a charge for technical failure, users must provide the Session ID and, if possible, a screenshot of the error message. Remoto's internal server logs shall be the final arbiter in determining if a platform failure occurred.

Dispute Process:

1. Submit an adjustment request through your call history page
2. Provide detailed description of the issue, Session ID, and any supporting evidence (screenshots if available)
3. The counterparty (interpreter or organization) may accept, reject, or dispute the request
4. If disputed, Remoto reviews disputes within 48 hours of submission
5. You will receive email notification of the decision
6. Approved refunds are credited to your payment method within 5-10 business days

10. Taxes

Users are responsible for determining and paying any applicable taxes arising from their use of the platform.

For Agencies:

• Agencies are responsible for all taxes applicable to services purchased through Remoto
• Remoto may collect and remit sales tax, VAT, or other taxes as required by applicable law
• Tax rates and obligations vary by jurisdiction

For Interpreters:

• Interpreters are independent contractors and are solely responsible for their own tax reporting and compliance
• Remoto does not withhold taxes from interpreter payments
• Interpreters are responsible for reporting earnings and paying income taxes, self-employment taxes, and any other applicable taxes
• Remoto may provide tax documentation (e.g., 1099 forms) as required by law
• Interpreters should consult with tax professionals regarding their tax obligations

11. Intellectual Property

Remoto, including its software, design, trademarks, logos, and content, is owned by ProZ or its licensors and is protected by copyright, trademark, and other intellectual property laws.

Platform Intellectual Property:

• All rights, title, and interest in and to Remoto remain with ProZ and its licensors
• Users are granted a limited, non-exclusive, non-transferable, revocable license to use the platform solely for its intended purpose
• You may not copy, modify, distribute, sell, lease, or create derivative works
• You may not reverse engineer, decompile, or disassemble any part of Remoto

User Content:

You retain ownership of content you submit through the platform, but grant ProZ a limited license to host, transmit, process, and display your content solely to operate the platform.

12. User Content and Guest Users

12.1 User Content

Users may submit information, communications, or other content through the platform. You retain ownership of your content but grant ProZ a limited license to host, transmit, and process it solely to operate the platform. You are responsible for ensuring you have rights to any content you submit.

12.2 Guest Users

Guest Access:

• Guests may join sessions via invitation links without creating a Remoto account
• Guest access is temporary and limited to the specific session for which they are invited
• Guests are subject to these Terms of Use and the Privacy Policy
• Guests must provide a display name and may be required to accept privacy notices before joining

Guest Responsibilities:

• Guests must comply with all Terms of Use applicable to session participants
• Guests may not record sessions using external tools without explicit consent from all parties
• Guests are responsible for their conduct during sessions

13. Healthcare and Sensitive Use Disclaimer

Remoto may be used in healthcare, legal, or sensitive environments.

• Remoto does not provide medical, legal, or professional advice
• Users are responsible for obtaining required consents
• ProZ does not guarantee compliance outcomes unless expressly agreed in writing

13.1 Healthcare Use

• HIPAA Compliance: HIPAA compliance is not currently offered by default; it can be provided on request. To request HIPAA compliance, contact [email protected].
• Business Associate Agreements: Separate Business Associate Agreements (BAAs) may be required for healthcare use
• User Responsibility: Users are responsible for ensuring their use of Remoto complies with applicable healthcare laws; HIPAA compliance can be provided on request—contact [email protected] to submit your request.
• No Medical Advice: Remoto and interpreters do not provide medical advice, diagnosis, or treatment

14. Disclaimer of Warranties

Remoto is provided "as is" and "as available" without warranties of any kind, either express or implied.

• ProZ disclaims all warranties, including implied warranties of merchantability, fitness for a particular purpose, non-infringement, and accuracy
• ProZ does not warrant that Remoto will be uninterrupted, error-free, secure, or free from viruses or other harmful components
• ProZ does not guarantee specific results, call quality, or interpreter availability
• ProZ does not warrant the accuracy, quality, or suitability of interpretation services provided by interpreters
• Call quality depends on internet connectivity, device capabilities, and network conditions beyond ProZ's control

Interpretation Accuracy Disclaimer: Remoto is a facilitator only. We do not guarantee the linguistic accuracy or cultural appropriateness of any interpretation. You acknowledge that interpreting is a subjective human endeavor. ProZ shall not be liable for any medical malpractice, legal errors, or business losses resulting from the acts or omissions of an independent interpreter.

15. Limitation of Liability

To the maximum extent permitted by law, ProZ shall not be liable for:

• Indirect Damages: Indirect, incidental, special, consequential, or punitive damages, including lost profits, lost revenue, lost data, or business interruption
• Interpreter Conduct: Acts, omissions, errors, or misconduct of interpreters or other users
• Service Interruptions: Service interruptions, unavailability, or technical failures
• Call Quality: Call quality issues, connection problems, or technical limitations
• Data Loss: Loss, corruption, or unauthorized access to data

Liability Cap: ProZ's total liability for any claims arising from or related to these Terms or your use of Remoto shall not exceed the amounts paid by you to Remoto in the preceding twelve (12) months.

16. Indemnification

You agree to indemnify, defend, and hold harmless ProZ, its affiliates, officers, directors, employees, agents, and licensors from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or related to:

• Your use of the platform or services obtained through Remoto
• Your violation of these Terms or any applicable laws or regulations
• Your interactions with other users, including interpreters, clients, or guests
• Content you submit, including user-generated content and communications
• Your failure to comply with privacy regulations or applicable laws
• Your failure to pay fees or charges when due

17. Suspension and Termination

17.1 Termination by You

You may terminate your account at any time by contacting us at [email protected]. Termination by you does not relieve you of any outstanding payment obligations. Upon termination, your access to the platform will be revoked.

17.2 Termination by ProZ

We may suspend or terminate your access immediately, with or without notice, for:

• Violations: Violation of these Terms or any applicable policies
• Fraud or Abuse: Suspected fraud, abuse, or illegal activity
• Payment Issues: Non-payment, failed payments, or payment disputes
• Risk: Activities that pose a risk to Remoto, other users, or third parties
• Legal Requirements: Compliance with legal obligations or court orders
• Operational Reasons: Operational, technical, or business reasons

18. Changes to the Terms

We may update these Terms from time to time to reflect changes in our services, technology, legal requirements, or business practices.

Notification of Changes:

• We will notify you of material changes through email, prominent notice on the platform, or in-app notifications
• We will provide at least 30 days' notice before material changes take effect, where feasible
• Your continued use of Remoto after the effective date of changes constitutes acceptance of the revised Terms
• If you do not agree with the changes, you must stop using Remoto and may terminate your account

What Constitutes Material Changes: Changes to payment terms, fee structures, dispute resolution procedures, termination policies, or changes that reduce your rights or increase your obligations.

19. Governing Law and Dispute Resolution

These Terms are governed by the laws of the jurisdiction where ProZ.com, Inc. is incorporated, without regard to conflict-of-law principles.

Informal Resolution:

Before initiating formal dispute resolution, you agree to contact us at [email protected] to attempt to resolve disputes informally. We will work in good faith to resolve disputes within 30 days of notification.

Time Limits: You must bring claims within one (1) year of the date the claim arose, or such claims are forever barred.