Effective Date: October 25, 2025
At SnapCap, our mission is to make live captioning accessible, seamless, and professional for all clients and captioners. These Client Policies and Procedures outline the terms, expectations, and processes that govern use of the SnapCap platform. By booking captioning services through SnapCap, you agree to the terms below.
Account Setup and Eligibility
Account Creation: Clients must complete the full account setup process, including providing accurate contact and billing information, before booking captioning services.
Eligibility: Clients must be at least 18 years of age and legally capable of entering into binding agreements. Organizational accounts must be created and managed by authorized representatives.
Account Security: Clients are responsible for maintaining the confidentiality of their SnapCap account credentials and for all activity conducted under their account. SnapCap is not liable for unauthorized access resulting from compromised credentials.
Account Suspension or Termination: SnapCap reserves the right to suspend or terminate accounts that engage in fraudulent activity, harassment, abusive behavior, or violations of these policies.
Scheduling and Booking Procedures
Captioning Requests: All bookings must be submitted through the SnapCap platform at least 24 hours in advance. (More notice is recommended for optimal captioner availability.)
Booking Durations:
Minimum Duration: 30 minutes (additional time available in 15-minute increments).
Maximum Duration: 4 hours. For longer events, please book subsequent sessions or contact SnapCap Support to determine Captioner availability and willingness for an extended duration.
Schedule Adherence: Captioners may not be able to accommodate overtime beyond the booked period. Please schedule your events with a sufficient buffer.
Captioner Connection: Captioners will join scheduled events approximately 10 minutes before start time at no additional charge. If additional testing or setup time is required, please include it in your booking duration.
Booking Modifications:
Over 48 Hours in Advance: Clients may cancel their booking and reschedule with any necessary changes at no additional cost.
Within 48 Hours: Modifications to existing bookings are not permitted once the meeting has been confirmed and payment has been processed. Clients may cancel the booking; however, no refunds will be issued for cancellations made within this 48-hour period.
Recurring or Standing Bookings: The SnapCap platform doesn’t yet support recurring or series bookings. This functionality will be available in a future update. For now, please submit the first meeting’s details and contact SnapCap Support so they create the remaining sessions in your series.
Overages: If a session extends beyond the scheduled end time, additional time will be billed in 15-minute increments, provided that the Captioner is available to continue working. Clients are responsible for all overage charges incurred.
Cancellations and Dismissals
Client Cancellations:
More than 48 Hours in Advance: No charge.
Within 48 Hours: Fully billable; no refunds will be issued.
Captioner Cancellations: If a captioner must cancel, SnapCap will attempt to locate a replacement, but makes no guarantee of coverage. If no replacement is available or acceptable to the Client, the Client can choose between a refund or a SnapCap credit for a future booking.
Captioner Access or Early Dismissals: If a Client fails to admit the Captioner into a meeting or dismisses a Captioner early, the full scheduled booking fee applies.
Billing and Payments
All payments are processed securely via Stripe.
Credit Card Payments
Authorization: Card is authorized at booking.
Authentication: Card re-authenticated 72 hours prior to the event.
Charge: Card charged 48 hours before the event.
Failed Payments: Bookings will be cancelled if payment cannot be processed at the 48-hour window and no successful updated payment method is added.
ACH/Bank Payments
Charge: Bank is debited 48 hours before the event.
Failed Payments: Bookings will be cancelled if payment cannot be processed at the 48-hour window and no successful updated payment method is added.
Refunds and Credits
Refunds or SnapCap credits can be applied for Captioner cancellations, no-shows or service failures attributable to the Captioner, after investigation.
Partial credits or refunds may be issued for verified technical disruptions.
Refunds to credit cards or bank accounts may take 5-7 business days via Stripe.
SnapCap Credits will be available immediately after posting to the account.
Captioning Delivery
Supported Platforms: SnapCap supports Zoom, Microsoft Teams, and Google Meet. A weblink for live caption viewing is also available for each session.
Note: If a Client needs dual output, streaming or other viewing options, they will need to see if the assigned Captioner is able to support the additional needs beyond the standard scope of work.
Delivery Disruption Definition: A disruption in the delivery of captioning caused by a late start, early departure, tech issue, internet outage, power outage, software/laptop malfunction, inability to enter a meeting, no-show, inability to hear due to bad audio, etc., on the part of the Client or Captioner.
Issue Tracking/Technical Issues: Technical issues, on the side of the Captioner or Client, are always a possibility in a remote environment. If the Client experiences accuracy or delivery issues, report them to SnapCap Support within 72 hours for review.
Captioner Delivery Disruptions Caused by Captioner: If captioning is disrupted, or didn’t occur, due to captioner error or technical failure, please report that to SnapCap immediately after the session in order for a resolution to be determined with the Captioner on the affected portion of the session.
Client Responsibilities: It is the responsibility of the Client to 1) ensure all meeting settings are accurate for live human caption delivery and to know the basic meeting/platform requirements for Captioning. (e.g. enabling Zoom settings to allow for manual captions, understanding how to assign a Captioner, etc.) 2) provide clear audio for all speakers, and 3) have reliable internet.
Quality
Prep Materials: It is the responsibility of the Client to provide adequate prep materials for the Captioner to do an effective job. If no prep materials are provided, that may impact the accuracy of captioning output.
Prep materials may consist of PowerPoints, handouts, speaker/panelist names, key terminology, etc. Note: The better the prep materials the better the captioning output.
There is no additional fee for standard prep. If, however, Clients expect Captioners to do extensive prep, that will be billable at the Captioner’s standard hourly rate, and will need to be booked as additional captioning time in the SnapCap platform.
Quality Standards: Each Captioner accurately represents their credentials and experience in their profiles. Captioners on the SnapCap platform displaying certification credentials must maintain professional certifications (NCRA or Global Alliance). All Captioners must maintain accuracy, confidentiality and ethical standards.
Transcripts/Realtime File: Transcripts/realtime files must be requested during the booking process. When requested, transcripts/realtime files are available in your SnapCap account within one hour after the session concludes. If a Captioner needs to make any edits to the file, they have 24 hours to upload a revised transcript/realtime file. *(Note: This is not a polished verbatim transcript, but rather the actual realtime file from the captioning session.)
Feedback and Quality Assurance: Clients are encouraged (but not required) to provide feedback or ratings on captioners after each event.
Disputes: Disputes or issues with quality must be resolved timely in order to ensure correct payments are processed. All disputes must be submitted to SnapCap within 72 hours of a session completion to be investigated.
Communication and Support Protocol
Pre-Event: All communication with Captioners occurs through SnapCap’s platform messaging tools once they are deployed. Until that time, all communications are handled through [email protected] or the support through the website.
During Event: Notify SnapCap Support immediately of captioning or technical issues. *(Once the chat feature for Captioner and Client is deployed, that will be the first source for resolutions between the two parties.
Escalation: If a captioner is late or a no-show, contact Support for possible reassignment or refund/credit options.
Code of Conduct
Clients are expected to provide accurate session details, prep materials, and be available at the scheduled time to let the Captioner into the meeting.
Prohibited Behavior: Harassment, abuse, or any actions that interfere with the fair use of the platform may result in account restrictions or suspension.
SnapCap reserves the right to take action against any abusive or inappropriate behavior by Clients or Captioners, including restricting or suspending accounts.
Issues and Dispute Resolution: Clients must notify SnapCap Support of any issues (e.g., late start or no-show by Captioner, diminished Captioning accuracy, technical difficulties, issues with Captioners, etc.)
The SnapCap Operations Team will review all reports and take appropriate action to protect the involved stakeholders, including Clients, Captioners and SnapCap platform integrity.
Captioner Expectations and Requirements:
All Captioners are expected to uphold high standards of professionalism, including adherence to the NCRA Captioners Code of Professional Ethics.
Captioners are required to sign an NDA before being onboarded.
High speed internet connection
Log in, connect, and be ready to caption before the meeting start time.
Complete and pass a background check.
Legal Terms
Policy Updates: SnapCap may update these policies and procedures from time to time, and your continued use of the platform constitutes acceptance of the updated terms. Clients may be notified via email or platform notice, but SnapCap has no obligation to update you on any policy or procedure changes and reserve the right to make changes to the policies at any time at our discretion.
Non-Circumvention: Clients may not directly solicit or hire captioners outside the SnapCap platform without SnapCap’s prior written consent.
Third-party Integrations: Use of third-party services is governed by their respective terms of service and privacy policies.
Data Retention:
Booking & Transaction Data: Retained for up to 7 years for compliance purposes.
Transcripts & Event Files: Retained for 90 days after delivery unless otherwise requested for deletion.
Dispute Resolution: Any disputes regarding captioning accuracy, billing, or service must be submitted to the SnapCap Support team within 72 hours for investigation and resolution; the SnapCap team reviews all disputes from Clients and Captioners impartially and determines appropriate resolutions, including refunds, credits, when escalation is necessary.
Confidentiality and Data Security: All Captioners sign confidentiality agreements and adhere to the NCRA Code of Professional Ethics. SnapCap maintains strict confidentiality regarding client event details and transcripts; all data is stored securely using encryption and access controls.
Contact
For questions or concerns, please contact:
📧 [email protected]
🌐 www.snapcap.co