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Realtime Services Minimums & Cancellation Deadlines

  1. Remote captioning events are scheduled for a minimum of 30 minutes.
  2. Remote CART events are scheduled for a minimum of one hour.
  3. A reduced minimum of 30 minutes for remote CART is available for a 15% surcharge to clients who qualify for a 10% volume discount. The reduced minimum is not available under the following conditions:
    1. Events scheduled with less than one business day notice
    2. Conference events
    3. When off-hours, weekend, or holiday surcharge is applicable
    4. Enhanced Security events
  4. Minimum times for onsite CART and captioning events:
    1. Three hours when services are provided by a local captioner, billed in half-hour increments thereafter
    2. Half-day when services are provided by a non-local captioner, billed in half-day increments thereafter
  5. On-Demand remote services are scheduled for a minimum of two hours.
  6. The cancellation deadline is the amount of time you have before the scheduled start of an event to cancel services without incurring charges.
  7. The cancellation deadline for remote events scheduled for less than four hours is four business hours.
  8. The cancellation deadline for remote events scheduled for four hours or more is one full business day.
  9. The cancellation deadline for remote non-English events is two business days.
  10. The cancellation deadline for onsite events is two full business days.
  11. The cost for a chargeable cancelled event is the original scheduled time, plus any applicable surcharges less a 15% discount.
  12. The time associated with a cancellation notice is based on when the notice is received by Caption First and not on when it was sent.
  13. Billable times for remote services may include breaks of 30 minutes or less.
  14. Onsite services are billable from start to finish, including any breaks.

Offline Services Minimums & Cancellation Deadlines

  1. Transcription assignments have a minimum of 15 minutes per file or group of files delivered on the same day.
  2. Transcription assignments must be cancelled within one hour of sending the audio file in order to avoid late cancellation charges.
  3. The time associated with a cancellation notice is based on when the notice is received by Caption First and not on when it was sent.

Realtime Services Charges

  1. A requirement to have writers start or test more than 10 minutes before an event start time is billable.
  2. The billing increment and grace period for remote events are 15 minutes and 3 minutes, respectively.
  3. The billing increment and grace period for on-site events are 30 minutes and 6 minutes, respectively.
  4. Ancillary services and expenses will be charged when appropriate. These services may include (but are not limited to):
    1. Transcripts (finished, rush delivery, or immediate delivery)
    2. Equipment rental (including shipping, handling, and/or delivery charges)
    3. Travel expenses (including time, mileage, and parking)
  5. In order to avoid late payment charges or loss of discounts, all invoices must be paid by the due date listed on the invoice.
  6. Events ending earlier than the scheduled end time are billable for the scheduled time.
  7. Surcharges are applicable for events during the following times:
    1. Weekend (25%)
    2. Holiday (50%)
    3. Emergency (50%)
    4. Off-Hours, 12:00am to 5:00am CT (10%)
  8. Religious organizations are not liable for weekend surcharges.
  9. Any scheduled event in which any portion falls within the times designated as weekend, holiday, or off-hours is liable for the surcharge for the entire event.
  10. Onsite services may incur travel expenses and/or a trip charge.
  11. Invoices provided in hardcopy format may be charged a $5 shipping and handling fee.
  12. Substantial changes to the schedule of a large event, made within 15 days of the event, may incur a change fee of 20%.

Offline Services Charges

  1. Additional fees may be charged for audio that is difficult to understand due to poor recording quality, multiple simultaneous voices, or other similar issues.
  2. Weekend and holiday surcharges apply to services where the job starts (typically with file receipt) or ends (with final file delivery) on a weekend or holiday.


  1. Available only on labor-related services such as CART, captioning, transcription, technical, and support services.
  2. Discounts may be reduced or unavailable based on:
    1. Poor payment history
    2. Extended payment terms
    3. Payment methods that require additional costs or discounts
    4. Client fees
    5. Unusual or complex invoice submission requirements
    6. Written agreements
    7. Or other similar factors
  3. Discounts are recalculated on a quarterly basis and are automatically applied to future services.
  4. Five Percent (5%)
    1. Available to all non-profit organizations, individuals, and educational institutions.
    2. Any client with total sales of $15,000 in the last 6 months or $25,000 in the last 12 months.
    3. Any clients with annual sales of $10,000 or more for each of the last three years.
  5. Ten Percent (10%)
    1. Any client with total sales of $25,000 in the last 6 months or $50,000 in the last 12 months.
    2. Any client with annual sales of $20,000 or more for each of the last three years.
  6. Pre-Payment Discount (2% to 5%)
    1. Any client who pre-pays the estimated amount for an event or series of events is eligible to receive this discount in addition to any other discount.
    2. 2% discount for pre-payments received 1 to 30 days before the event
    3. 5% discount for pre-payment received more than 30 days before the event
  7. Maximum allowable combined discount amount is 15%.


  1. Standard payment terms are Net 30 days.
  2. Acceptable forms of payment for U.S. clients are check, electronic funds transfer and credit card (Visa, MasterCard and American Express only).
  3. Acceptable forms of payment for non-U.S. clients are check, wire transfer, cash, credit card (Visa and MasterCard only), or PayPal. All payments must be made in U.S. dollars.
  4. Credit card payments exceeding $3,000 may have a 3.5% convenience fee added to the total charge.
  5. Credit card payments for travel expenses, which are billed at cost, will have a 3.5% convenience fee added to the total invoice charge.
  6. Invoices with past due payments older than six months may be turned over to a collection agency for further action and additional fees will apply.
  7. Invoices or payments which are rejected, returned, or disallowed due to insufficient funds, incorrect customer-provided information, or similar reasons are subject to a $45 re-processing fee.
  8. Caption First may require pre-payment of a portion or the entire estimated amount of services for a large event.


  1. Caption First reserves the right to change these terms and conditions at any time. The latest version of this document may be obtained at or by contacting Caption First Accounting at or 1-719-941-9557 ext. 5.
  2. Caption First and its subcontractors will take all reasonable measures to keep all client information private and secure.
  3. By requesting and accepting services, clients of Caption First are assumed to have agreed to the terms and conditions as stated in this document.
  4. Regional differences in writer availability and rates may require Caption First to charge rates that are higher than our standard rates and/or increase minimum required time for onsite services.
  5. The following holidays are subject to the holiday surcharge: New Year’s Day, Easter, Memorial Day, Independence Day, Labor Day, U.S. Thanksgiving Day, and Christmas.
  6. The following days are subject to the weekend surcharge: All Saturdays and Sundays, the day after Thanksgiving (Black Friday), Christmas Eve, and New Year’s Eve. The weekend surcharge is also applied to services provided on the weekday observance of a holiday that falls on a weekend.
  7. Services with an accelerated delivery schedule must be arranged in advance.
  8. High-demand areas include the metropolitan area of New York City, Washington D.C., San Francisco, Los Angeles, and other selected metropolitan areas.
  9. The minimum billable time for remote CART transcripts is one hour even if the remote CART service has a reduced minimum of 30 minutes.
  10. The Customer is responsible for the safety of any equipment rented from Caption First. Any loss or damage to Caption First equipment is chargeable to the customer at the current replacement cost.

Educational Institutions

  1. Students must notify the Disability Services office of their intent to cancel services for scheduled classes.
  2. Caption First will provide training to students, instructors, Disability Services and technical staff on Caption First services and the use of remote CART equipment at no cost except for travel expenses.
  3. Instructors of student users need to be trained on the importance of providing preparation material, the proper use of microphones and the importance of repeating classroom questions.
  4. Technical staff should be trained on the requirements of the student user and the software used to provide service.
  5. Transcripts, if ordered, will be sent to the Disability Services office unless also authorized to be sent to the student.
  6. The Disability Services office is responsible for the safety of any equipment rented from Caption First.
  7. Onsite service cannot be guaranteed without pre-payment.
  8. Rental equipment is paid for at the beginning of each term and is not refundable.
  9. The Disability Services office should provide to Caption First a complete class schedule including start date, end date, holidays, days of no classes and midterm and finals week.

Government Organizations

  1. If the ending time of a public meeting is unknown or not specified, the event will be scheduled for four hours.
  2. Event agenda information must be provided to allow writer to prepare a special dictionary for the event.