Version of 12 October 2026. Effective from the date of publication.
Previous version: 5 August 2026.
This is an English translation of the Ukrainian original. In the event of any discrepancy, the Ukrainian version prevails.
1. General provisions
1.1. These Terms and Conditions of Use (the “Terms”) govern the use of the WordCraft mobile app (iOS and Android), the website https://surdo.org.ua, the web portal for an organisation’s responsible person and related web pages (together, the “Service”).
1.2. The operator of the Service and the party to these Terms is WORDCRAFT LLC, EDRPOU code 43677030, registered address: 22 Kvitneva Street, Odesa, Odesa Oblast, 65017, Ukraine (the “Company”). Contacts: email wordcraft@surdo.org.ua, tel. +380505405411. The Company is officially registered as a provider of the social service of sign language interpreting (Register of Providers and Recipients of Social Services, decision No. 2501521 of 30.07.2025); the services are provided in accordance with the requirements of the State Standard of the Social Service of Sign Language Interpreting for remote interpreting (Order of the Ministry of Social Policy of Ukraine No. 220 of 06.05.2021).
1.3. These Terms are a public offer. You accept the Terms by creating an account (ticking the consent box during registration), starting to use guest access, joining a Meeting by invitation or continuing to use the Service. If you do not agree with the Terms, do not use the Service.
1.4. Persons aged 16 and over may accept the Terms on their own; parents or legal representatives act on behalf of younger persons. Agreements with organisations are concluded by authorised representatives.
1.5. Definitions. In these Terms:
— Meeting — a pre-scheduled video meeting with the participation of an organisation’s responsible person, a sign language interpreter and an invited person (guest).
— Responsible person — an employee of an organisation authorised by it to schedule and hold Meetings, receive Website Calls and use the Web Portal.
— Website Call — a video call to a sign language interpreter made via the widget on an organisation’s website, its link or QR code, which the organisation’s responsible person joins.
— Web Portal — the Service’s web pages for responsible persons: the Meetings Web Portal (Meetings and their Recordings) and the Calls Web Portal (Website Calls and their Recordings).
— Staff Call — a feature that allows a visitor to call an employee of an organisation via a QR code or NFC tag near the entrance (without a video connection).
— Recording — a video and audio recording of a Meeting or a Website Call made by means of the Service solely with the consent of all participants.
— Two-way encryption — encryption of data on all transmission segments: from the device to the server and from the server to the device. TLS (versions 1.2 and 1.3) is used for service data, and DTLS-SRTP is used for the audio and video stream in accordance with the WebRTC standard.
Other terms are used in the meaning given in the Privacy Policy.
2. Description of the Service
2.1. The Service provides remote Ukrainian Sign Language interpreting in the form of video calls: instant calls to an interpreter, scheduling an interpreting session for a specific date and time, three-way calls (user + other party + interpreter), guest access for visitors to organisations, calls via the widget on an organisation’s website with the participation of its responsible person, scheduled Meetings with the participation of an organisation’s responsible person, calls to an organisation’s staff via a QR code near the entrance, captions in the app for iOS and Android (switched on by the user if they wish) and other auxiliary features.
2.2. Calls are automatically distributed among available interpreters. Interpreters are available during the Service’s working hours; outside these hours, scheduling for a later time is available.
2.3. The set of features may evolve; we notify you of material changes in the app.
2.4. Meetings, Website Calls and Web Portals. An organisation whose agreement provides for this may grant individual employees the status of a responsible person. Using the Meetings Web Portal, a responsible person schedules a Meeting, sends the invited person a personal link and holds the Meeting together with an interpreter at the scheduled time. An employee with the “QR Calls” role receives Website Calls in the Calls Web Portal or in the app. With the consent of all participants, the responsible person may record a Meeting or a Website Call (section 11). A Meeting can be joined either from the app or via a link without registration.
3. The Service is not an emergency service
IMPORTANT: The Service is NOT intended for emergency calls and does NOT replace the 112 emergency number, the police, emergency medical services, the fire service or other emergency services. A connection with an interpreter depends on internet availability and on an interpreter being available during working hours and is not guaranteed at any particular moment. In the event of a threat to life, health or safety, contact the emergency services immediately by any means available to you (including the SMS/chat services of emergency services for people with hearing impairments).
4. Categories of users
— Registered user — an individual with an account; may be linked to an organisation (using the organisation’s QR code) and receive services within the scope of its agreement;
— Responsible person — a registered user whom the organisation has granted the right to schedule and hold Meetings and to use the Web Portal;
— Guest — a person who uses the Service without registration: a visitor to an organisation using guest access, or an invited person who has joined a Meeting via a personal link (section 6);
— Interpreter — a qualified professional who provides interpreting; acts in accordance with the Company’s separate rules and ethical standards;
— Organisation — a legal entity that has concluded an agreement with the Company for the provision of services to its employees and visitors; it is not a “user”, but it determines who its users and its responsible persons are.
5. Account
5.1. To register, you must provide your real first name and surname, your email address (confirmed with a code) and your phone number, and create a password. Registering on behalf of another person or with someone else’s data is prohibited.
5.2. You are responsible for keeping your password secret and for all actions performed through your account. Giving third parties access to your account is prohibited. If you suspect that your account has been compromised, notify us immediately and change your password.
5.3. You join an organisation by scanning the QR code provided by the organisation. Membership of an organisation unlocks the features provided for by its agreement (calls, scheduling).
5.4. Profile data can be changed in the app; account deletion is covered in section 13.
5.5. Signing in to the Web Portal. A responsible person signs in to the Web Portal by scanning a QR code on the computer screen with the app and confirming the sign-in in the app. The login and password are not transmitted via the QR code.
5.6. The sign-in QR code is single-use, is valid for a limited time and is intended solely for the account holder. Do not show it to others, do not publish it, do not send images of it and do not let anyone scan it from someone else’s screen.
5.7. By confirming the sign-in, you open a session on the computer where the code was displayed. End the session if you have been working on a shared or someone else’s device. The session ends automatically after a long period of inactivity, and immediately if the organisation revokes your rights.
6. Guest access and joining a Meeting by invitation
6.1. Guest access allows a visitor to a partner organisation to have a video call with an interpreter without registration: it is enough to open the app, select “Guest access”, enter your name and scan the QR code or NFC tag on the organisation’s sign (or follow its smart link).
6.2. Guest access is free of charge for the guest within the daily quota of 25 minutes of interpreting per day per device. The quota is tracked by the technical device identifier.
6.3. The name entered by the guest is shown to the interpreter and to the organisation’s employees during the connection, and in a Website Call also to the organisation’s responsible persons in the call log (for 30 days). The guest must enter a correct name and must not impersonate another person.
6.4. It is prohibited to circumvent or attempt to circumvent the quota (including by manipulating the device identifier) or to use guest access for abusive purposes. The Company may restrict guest access from a device in the event of violations.
6.5. Guest access is available if the organisation concerned has a valid agreement with the Company.
6.6. Joining a Meeting by invitation. You can take part in a scheduled Meeting without creating an account, using a personal invitation link sent by the organisation. The daily quota provided for in clause 6.2 does not apply to participation in a Meeting.
6.7. The invitation link is personal and intended for a specific recipient. Do not pass it on to third parties: anyone who uses it will get into the Meeting.
6.8. The link is valid until the end of the Meeting and for one more hour afterwards, after which it becomes invalid. If you did not manage to use the link in time, contact the organisation for a new invitation.
6.9. The name that a guest enters before joining is seen by all participants of the Meeting. Enter the name under which the organisation expects you; using someone else’s name or impersonating another person is prohibited.
6.10. It is prohibited to use guest access and invitation links for purposes unrelated to the purpose of the Meeting, or to attempt to gain access to other people’s Meetings by guessing or substituting links, tokens or identifiers.
7. Services for organisations
7.1. The scope, cost and procedure for providing services to an organisation are determined by a separate agreement between the organisation and the Company. These Terms apply to the organisation’s users to the extent that they do not contradict the agreement.
7.2. The organisation independently determines who its employees in the Service are (by giving them the QR code for joining) and who its responsible persons are, and is responsible for the lawfulness of their access. Revocation of an employee’s access by the organisation takes effect immediately: the employee’s session ends, and the features related to the organisation become unavailable.
7.3. If an organisation’s agreement is suspended or terminated, the features provided under it (including guest access via its signs, scheduling Meetings and access to the Web Portal) are suspended; users’ accounts are retained.
7.4. Invited persons’ data. By entering an invited person’s phone number, email address or internal note into the Service, the responsible person confirms that the organisation has a legal ground for transferring this data to the Company and for sending the invitation. The organisation undertakes to enter only the data needed to hold the Meeting and not to use the Service for mailings unrelated to the provision of the interpreting service. The organisation is the controller of such data. The Company’s role, processor or recipient, is determined by clause 1.7 of the Privacy Policy and depends on whether the organisation is a state authority, another state body or a local self-government body: for such organisations, the Company does not act as a processor by virtue of Part 3 of Article 4 of the Law of Ukraine “On Personal Data Protection”. The division of responsibilities between the parties is determined by the agreement.
7.5. Meeting Recordings. The organisation that initiated the recording is responsible for any further use of a Meeting Recording. This applies in particular to compliance with the legislation on personal data protection and on secrets protected by law (medical, banking, attorney-client, official secrets, etc.) in the organisation’s own processes.
8. Rules of use and prohibitions
8.1. By using the Service, you undertake to comply with the legislation of Ukraine and to respect the dignity of other users and interpreters. It is prohibited:
— to use the Service for unlawful activities, threats, fraud or deception;
— to insult, humiliate or discriminate against participants of a call or Meeting, including interpreters; to show obscene content;
— to record the video, audio or content of a call or Meeting by means outside the Service (screen capture programs, other devices or any other method) without the knowledge and consent of all participants;
— to circumvent the technical restrictions of the Service (quotas, limits, security mechanisms);
— to interfere with the operation of the Service: malicious code, automated access (bots, scraping), load attacks, attempts at unauthorised access;
— to decompile, disassemble or otherwise examine the app’s code, except where expressly permitted by law;
— to pass on your account credentials to third parties or to use someone else’s account;
— to use the Service on behalf of an organisation to which you do not belong.
8.2. Interpreters observe confidentiality: the content of conversations is not disclosed, except in cases expressly provided for by law.
8.3. In addition, it is prohibited:
— to switch on the recording of a Meeting or Website Call while misleading other participants about the fact of recording;
— to distribute a Recording or fragments of it without the consent of the persons shown or heard in it;
— to pass on personal links to third parties, whether to a Meeting, to a Meeting Recording or to sign in to the Web Portal;
— to attempt to gain access to Meetings, Meeting Recordings or Web Portals not intended for you, including by guessing links, tokens or identifiers.
9. Calls, Meetings, scheduling and ratings
9.1. Calls are automatically distributed among available interpreters; if the first interpreter is unavailable, the system offers the next one. The connection time is not guaranteed, but the Company makes reasonable efforts to keep waiting to a minimum.
9.2. Scheduled sessions are created for the selected date and time; the user receives reminders. A request can be cancelled in advance in the app. Systematic failures to attend scheduled sessions may be grounds for restrictions.
9.3. After a call, the user may rate its quality (1–5) and leave a comment. Ratings are used to monitor the quality of services.
9.4. Scheduling a Meeting. A Meeting is created by the responsible person via the Web Portal, specifying the date, time and the invited person’s details. The Service sends invitations and reminders to the participants.
9.5. At the scheduled time, the Service calls an available interpreter. As with an ordinary call, the interpreter may be busy: the exact time when they join is not guaranteed, but the Company makes reasonable efforts to keep waiting to a minimum.
9.6. A Meeting has a limited duration, of which participants are notified in the Web Portal and in the app. After a Meeting ends, it cannot be rejoined; it must be scheduled again.
9.7. Systematically scheduling Meetings with no intention of holding them, or a responsible person’s failure to attend their own Meetings, may be grounds for restrictions under clause 13.2.
10. Intellectual property
10.1. The app, the website, the Web Portal, the WordCraft name, the logo, the design, texts and other objects of the Service belong to the Company or are used by it lawfully and are protected by intellectual property law.
10.2. You are granted a limited, non-exclusive, revocable licence to use the app for its intended purpose on your own devices. Copying, distributing, modifying or commercially using the objects of the Service without the Company’s written consent is prohibited.
10.3. Signs, stickers and other materials with QR codes/NFC tags are provided to organisations for placement in accordance with the agreement and remain linked to the Company’s Service.
11. Confidentiality, content of conversations and recording
11.1. The procedure for processing personal data is set out in the Privacy Policy (published on the website), which is an integral part of these Terms.
11.2. Ordinary calls are not recorded. The Company does not record or store the video or audio content of calls with an interpreter, whether instant, scheduled or guest calls. Only a Meeting and a Website Call accepted in the Calls Web Portal can be recorded by means of the Service, in accordance with the rules of clauses 11.4–11.13. Service metadata (time, participants, status, rating) is stored. Captions are switched on by the user; how they work and how sound is processed is described in clause 4.4 of the Privacy Policy.
11.3. Participants do not record each other. Participants of a call or Meeting have no right to record it by means outside the Service without the consent of all the other participants (the third indent of clause 8.1). The only method of recording provided by the Service is the one described in clauses 11.4–11.13.
11.4. A Meeting or Website Call may be recorded only with the consent of all participants. Unlike ordinary calls, a scheduled Meeting and a Website Call accepted in the Calls Web Portal can be recorded by means of the Service. Recording is never switched on automatically and is not a condition for using the Service.
11.5. Only the organisation’s responsible person who is holding the Meeting or handling the Website Call in the Calls Web Portal can start a recording. The interpreter, a guest or another caller cannot switch recording on.
11.6. Recording starts only when all participants present have given their consent. The Service technically does not allow a recording to start without the consent of everyone present: the Service has no way to start a recording other than through the consent procedure. If at least one participant refuses, recording does not start, and if it was already in progress, it stops. If the app of any participant in a Website Call does not support the consent request, recording is not possible. If there are no other participants yet at the time of the request, there is no one to ask for consent, and recording starts immediately; consent is requested separately from each person who joins later (clause 11.7).
11.7. A participant who joins after recording has started immediately receives a request for consent. Until they respond (for no longer than 40 seconds), recording continues; if they refuse, do not respond or use an outdated version of the app, recording stops automatically.
11.8. Recording is visible. While recording is in progress, participants see a recording indicator on the screen; participants are likewise notified when recording stops. A participant who joins during recording immediately receives a request for consent with a notice that the conversation is being recorded. Covert recording by means of the Service is technically impossible.
11.9. Everyone has the right to refuse. Refusal does not deprive anyone of the right to take part in a Meeting or Website Call and does not affect the quality or scope of the service: the conversation simply takes place without recording.
11.10. Recordings are stored for 30 days and are then deleted automatically. The Service does not guarantee the availability of a Recording after this period expires. If a recording is needed for longer, the organisation must download it before the period ends.
11.11. A link for viewing or downloading a Recording is created personally and is valid for 60 minutes. Passing such a link on to third parties is prohibited.
11.12. A Meeting Recording is accessible to the organisation’s responsible person who held the Meeting; a Call Recording is accessible only to the responsible person who handled the Website Call. The organisation independently manages the copy of the recording it has downloaded, and questions regarding that copy are resolved with the organisation. Requests concerning the copy stored in the Service during the period under clause 11.10 are considered by the Company; the procedure for such requests is set out in the Privacy Policy (clause 10.5).
11.13. If a person under the age of 16 is invited to a Meeting, consent to recording on their behalf is given by their father, mother or legal representative present at the Meeting. The organisation that schedules the Meeting is responsible for ensuring such presence. If a Website Call has evidently been made by a person under the age of 16, the responsible person should not initiate recording without the participation of that person’s legal representative.
12. Warranties and liability
12.1. The Service is provided “as is” to the extent permitted by law. We make reasonable efforts to ensure continuous and high-quality operation, but we do not guarantee the absence of interruptions related to maintenance, failures of communication networks, actions of third parties or force majeure.
12.2. The quality of the connection depends on your device and internet connection. The Company is not liable for the inability to use the Service for reasons attributable to the user or their telecommunications operator.
12.3. Interpreting is provided by qualified interpreters with reasonable diligence. At the same time, the Company is not a party to transactions or decisions that the user concludes or makes as a result of a conversation and is not liable for their consequences, except where the damage was caused through the Company’s fault.
12.4. The Company is not responsible for the content of statements made by participants in calls and Meetings. Each participant is responsible for their own actions and statements.
12.5. To the extent permitted by law, the Company’s total liability to the user is limited to the amount of documented direct losses. Nothing in these Terms limits liability that cannot be limited by law (including for intentional harm).
12.6. The Company is not liable for further use of a Recording by the organisation or by persons to whom it has passed it, or for the consequences of personal links (to a Meeting, to a Recording, to sign in to the Web Portal) being passed on to third parties in breach of these Terms.
12.7. The Company does not guarantee that a Recording will be kept after the period specified in clause 11.10 expires and is not liable for the loss of a recording that the organisation did not download in time.
13. Suspension and termination
13.1. You may stop using the Service and delete your account at any time: in the app (Profile → “Delete account”), with immediate effect; via the form on the website or by email, within 30 days. The consequences for your data are set out in clause 10.2 of the Privacy Policy.
13.2. The Company may restrict, suspend or terminate a user’s access (including guest access from a device or access to the Web Portal) in the event of a breach of these Terms or of the law, or if the user creates a threat to the Service or other users. We inform you of the reasons for a restriction, unless this is prohibited by law or would undermine security mechanisms.
13.3. Termination of access does not release you from liability for violations committed while using the Service.
13.4. Termination of a responsible person’s access or of an organisation’s agreement does not extend the retention period of Recordings already made: they are deleted in accordance with the general rule of clause 11.10.
14. Changes to the Terms
14.1. The Company may change these Terms. A new version is published on the website with its date; we notify you of material changes in the app. Continuing to use the Service after the changes take effect means that you accept them; if you do not agree, stop using the Service and, if you wish, delete your account.
15. Governing law, disputes and contacts
15.1. These Terms are governed by the law of Ukraine. Disputes are resolved through negotiations; failing agreement, by a court with jurisdiction established by the legislation of Ukraine.
15.2. If any provision of the Terms is held invalid, the remaining provisions remain in force.
15.3. Company contacts: WORDCRAFT LLC, EDRPOU code 43677030, registered address: 22 Kvitneva Street, Odesa, Odesa Oblast, 65017, Ukraine. Email: wordcraft@surdo.org.ua, tel. +380505405411, website: https://surdo.org.ua.