LUNA has a 24-hour cancellation policy (one full business day). This policy protects our contracted interpreters who have blocked their time for your appointment.
If you cancel a request with more than 24 hours of notice, there is no fee associated with that request. If you cancel with less than 24-hour notice, you will be invoiced for the entire scheduled time since LUNA will compensate the interpreter.
Canceling less than 24-hour’s notice: Please call 317.341.4137
Canceling with more than 24-hour’s notice: Please email request@LUNA360.com.
Pre-scheduled phone interpreting appointments have a 24-hour cancellation policy to protect the interpreter who has blocked their time for your appointment. Cancellations made with less than 24 hours’ notice will be billed for 30 minutes as LUNA will still compensate the interpreter.
If you have any questions, please contact request@LUNA360.com.
If the client or consumer does not appear on time for a pre-scheduled virtual appointment, LUNA will reach out to the client to verify whether the appointment has been canceled. If the client does not respond within 45 minutes of the scheduled appointment time, the appointment will be canceled, and the interpreter will be released from that appointment.
All pre-scheduled appointments that are canceled within 24 hours of the scheduled time will be billed in full.