Tolk2Go Customer FAQ: Bookings, Costs, Cancellations, No-Shows and CBR Rules
What this page answers: how interpreter bookings work, where on-site interpreting is available, response times, supported languages, costs, cancellation rules, technical requirements, billing options, and CBR exam bookings.
Key terms used on this page:
Request = an interpreter request that is not yet confirmed.
Booking = a request confirmed through the Tolk2Go platform.
Assignment = the actual interpreting service linked to a confirmed booking.
Cancellation = ending a confirmed booking before the start time.
No-show = when a required party is absent or unreachable at the scheduled start time.
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Frequently asked questions (FAQ)
Bookings and Availability
Short answer: Book by choosing language, date/time, location (on-site or online) and purpose. Interpreters typically confirm quickly.
What are your opening hours?
Tolk2Go operates 24 hours a day, 7 days a week. You can place bookings online at any time.
Support is available daily. Response times may vary depending on the time and nature of your request.
Does Tolk2Go also work on evenings and weekends?
Yes. Bookings can be made 24/7, including evenings, weekends, and public holidays.
Interpreter availability depends on language, location, and timing.
How do I book an interpreter?
Select the language, date, time, location, and situation, then submit your request through Tolk2Go.
Your booking becomes final once it has been confirmed through the platform.
Where can I book an on-site interpreter?
On-site interpreting is available in the Netherlands, Belgium, Luxembourg, Germany, and selected regions in France.
Do you offer telephone or video interpreting services?
Yes. Telephone and video interpreting are available across Europe.
How quickly do interpreters respond?
Your request is sent out immediately after submission. Many interpreters respond within minutes, and responses often arrive the same day.
Availability depends on language, location, and urgency.
We cannot guarantee a specific response time or interpreter availability.
Can I choose a specific interpreter?
Yes. After submitting your request, you can select your preferred interpreter from the available options.
If your preferred interpreter is not available, your request automatically remains active and is forwarded to other suitable interpreters until one confirms.
Can I speak with the interpreter before the assignment?
Yes, but only after the booking has been confirmed and any required payment or billing approval has been completed.
Once that is done, you receive the interpreter’s contact details. Direct contact before confirmation is not possible.
Languages and Services
Short answer: Choose from many language combinations. Tolk2Go focuses on interpreting (spoken language), not written translation.
How many languages do you support?
Over 100 language combinations. View all available languages here.
Can I request additional services like translations?
No. Tolk2Go offers interpreting services (spoken language support), not written translation services.
How do I know if I need a sworn interpreter?
If you select Lawyer/Court or Notary as the situation, Tolk2Go matches you with sworn interpreters for those bookings. If an institution has special requirements, you should confirm those requirements with the institution in advance.
Costs and Payment
Short answer: Pricing depends on interpreter rates, travel (if on-site) and any extra agreed work. You see costs clearly before confirming.
Why do interpreter rates vary?
Interpreters set their own hourly rates based on experience, specialisation and availability.
How are travel costs calculated?
Travel costs are based on distance and travel time and are included via the interpreter’s travel fee when applicable.
What is included in the all-in rate?
Interpreting, travel (if applicable), service fees, and VAT. Extra work beyond the agreed scope (for example extended duration or additional preparation) is not included.
How is preparation time charged?
If preparation time is required, it can be billed separately. Any preparation time and cost should be agreed in advance.
What are the rates for notary interpreters?
Rates for sworn notary interpreters start from €200 excluding VAT, excluding travel costs, travel time, and service fees.
This base rate includes preparation and the passing of up to two deeds (for example: transfer deed and mortgage deed).
A surcharge may apply for additional deeds or extended duration.
For an exact price, submit a notary interpreter request via Tolk2Go.com — you will see the full cost before confirming.
What happens if an assignment takes longer than booked?
Extra time may be charged if the assignment runs longer than booked. The interpreter is not required to stay longer than originally agreed.
What if an assignment is shorter than booked?
You still pay the full quoted amount for the confirmed booking.
Cancellation Terms
Short answer: Free cancellation up to 48 hours before start, plus a 2-hour window after booking. Outside the terms, the full amount applies.
What are the cancellation terms?
Standard rule: You can cancel free of charge up to 48 hours before the scheduled start time.
Extra rule: You also have a 2-hour cancellation window after booking.
If you cancel outside these terms, the full amount will be charged, including any travel time and travel costs where applicable.
Cancellations must be made via the website or app. Requests by phone or email are not valid cancellations.
Force majeure, such as illness, weather conditions, or travel disruptions, does not automatically exempt you from cancellation fees. The standard cancellation terms remain applicable.
These cancellation terms are shown during the booking process and repeated in confirmation emails. By completing your booking, you acknowledge and accept them.
How is rescheduling handled?
Rescheduling is treated as a cancellation of the original booking followed by a new request.
- Cancel the current booking
- Submit a new interpreter request for the preferred date, time, or location
Standard cancellation terms apply, including the 48-hour rule.
⚠️ Special rule for CBR exam candidates: the standard Tolk2Go cancellation terms do not apply.
For CBR exams:
– More than 1 week before: free reschedule.
– Less than 1 week before: both exam and interpreter costs are charged.
– No-show: both exam and interpreter costs are charged.
How long do I have to report a complaint?
Any concerns or complaints about the assignment must be reported within 7 days after the assignment. After this period, the assignment is considered completed and accepted.
Technical Aspects
Short answer: For video/phone interpreting, you are responsible for your setup if you use your own tools. Always test in advance.
What if I use my own video calling software?
You are responsible for the technical setup. Test it beforehand to avoid issues.
Do I need to be reachable during a phone or video booking?
Yes. For phone and video bookings, you must be reachable during the full booked time window.
If you do not call, connect, or otherwise participate at the scheduled start time, the booking may be treated as a no-show.
To avoid issues, test your phone, video link, or app in advance.
Can an interpreter cancel a booking?
Yes. If an interpreter cancels a confirmed booking, Tolk2Go will do its best to find a replacement, but this cannot be guaranteed at the same rate or cost.
If no replacement can be arranged, you will not be charged or will receive a full refund.
⚠️ For CBR exam bookings cancelled by the interpreter within 72 hours of the exam start: you must submit a new interpreter request yourself via tolk2go.com. Tolk2Go will refund your payment in full. CBR will arrange a free new exam date for you.
What if the interpreter does not show up?
If the interpreter does not show up for the confirmed booking, you will not be charged or you will receive a full refund.
Tolk2Go is not liable for indirect or consequential damages.
Is Tolk2Go liable for indirect damages?
Tolk2Go acts as a platform connecting clients and independent freelance interpreters.
Tolk2Go’s liability is limited to the direct service booked via the platform. Indirect, incidental, or consequential damages — such as loss of profit, missed appointments, or business interruption — are excluded.
How are disputes during an assignment handled?
Interpreters on Tolk2Go operate as independent freelance professionals. If any issue arises during the assignment, client and interpreter are expected to first attempt to resolve the matter directly and professionally.
Tolk2Go should be informed only if the issue affects the agreed scope, payment terms, or legal compliance.
What if the interpreter is late?
If the interpreter is delayed, first contact the interpreter directly using the contact details provided after the booking was confirmed.
A delay does not automatically cancel your payment obligations, especially if the assignment is still performed.
If the delay affects the agreed scope or duration of the assignment, you may report this to Tolk2Go within 7 days after the assignment.
Each case is assessed individually.
What if no interpreter confirms?
Submitting an interpreter request is always free of charge.
If no interpreter confirms your request, you will receive an email notification.
You may then submit a new request with a different date, time, location, language, or dialect. Availability depends on the details of the request and cannot be guaranteed.
Billing and Payments
Short answer: Pay online or by bank transfer. Businesses can pay by invoice under agreed terms.
How can I pay?
Via iDEAL, Bancontact, Sofort, PayPal, or bank transfer.
Do I pay before or after the service?
It depends on the booking. In some cases, a deposit may be required.
Can I pay by invoice?
Companies can pay within 7 days of the invoice date.
Where do I enter my VAT number?
During the invoice details confirmation step in the booking process.
Other Questions
Short answer: No-shows are charged. You can pause or delete your account. Equipment is generally not provided.
What if I or another required participant do not show up?
In that case, the full booked amount will be charged.
Can I pause or delete my account?
Yes. Pausing cancels bookings but keeps your profile. Deleting your account removes personal data except legally required information.
Does Tolk2Go provide equipment?
No. Tolk2Go does not provide any interpreting equipment.
In some cases, an interpreter may be able to provide a whisper set or other equipment. This must be agreed in advance and may involve additional costs.
When will I get my deposit refunded?
Within two working days after the assignment, adjusted for any extra work.
Are interpreters bound by confidentiality?
Sworn interpreters are bound by a professional duty of confidentiality.
Booking an Interpreter for a CBR Exam
Short answer: Book via the homepage or the dedicated CBR page and choose Dutch + your language, then set situation to CBR.
How do I book an interpreter for my CBR exam?
You can book directly via our homepage or go to the dedicated CBR booking page.
Follow these steps:
- Select two languages: always Dutch + your own language.
- Under Situation, choose CBR.
- Select the type of exam you are taking (theory, driving fitness assessment, boating license, etc.).
- Choose the exam location.
- Pick the desired date and time.
- Submit your interpreter request through Tolk2Go.
- Your booking becomes final once it is confirmed through the platform.
Please remember: during CBR exams, certain Dutch terms must be known by yourself. The interpreter will not translate these. The official word lists can be found on the CBR website.
Do I need to provide a candidate number when booking?
Yes. The CBR candidate number of the exam participant is required when booking a CBR interpreting service. Please enter this number in the “Reference #” field shown during the booking process.
CBR Exam Candidates
Short answer: CBR bookings have different cancellation and rescheduling rules than standard bookings.
Special rules for CBR exam candidates
First book your exam directly with the CBR and indicate that you want an interpreter. For CBR exams, the standard Tolk2Go cancellation terms do not apply.
More than 1 week before the exam: you can reschedule free of charge. Less than 1 week before the exam: rescheduling is not possible and both exam and interpreter costs will be charged. If you do not show up, both costs will also be charged.
During the exam you must know certain Dutch terms yourself. The interpreter will not translate these. The official word lists (theory exams, boating licenses, large vessel exams) are available from CBR and must be studied in advance.
Rescheduling at CBR does not automatically update your interpreter booking. You must update or cancel the interpreter booking separately through Tolk2Go in accordance with the applicable CBR booking rules.
