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What's PAH!'s travel policy?

by The PAH! Team on
The short answer? We don’t have one.
 
Why? Because you’re the boss of your own bookings. We believe in empowering interpreters to negotiate travel arrangements directly with customers—just like any other freelancer would.
 

🚗 So how does it work?

If you’ve agreed with the customer that travel will be paid, you’ll need to let us know before the booking starts. That way, we can invoice the customer correctly and make sure you’re paid without a hitch.
Here’s what to do:
  1. Negotiate travel directly with the customer.
  2. Once you’ve agreed, send an email to: accounts@pahapp.com
  3. Include:
    • The booking details (date, time, customer name)
    • The travel amount agreed upon
    • Evidence of the customer agreeing (e.g. a screenshot of your in-app chat or an email thread)
  4. Do this before the job starts. Unfortunately, we can’t process travel invoices after the fact.
 

🚇 A travel guide that aligns with the NDIS

While we don’t enforce a policy, many interpreters choose to align with NDIA’s current guidelines, which include:

  • 30 minutes of travel each way, included in the booking (unpaid).
  • After that, additional time can be charged in 15-min increments.
  • Distance may also be considered at $0.99 per km (as per current ATO rates).
These aren’t rules—but they’re a great reference point to keep things fair and professional.

 

📧 Handy email template

Negotiated travel & now emailing Accounts?
Copy + paste this: 

Subject: Travel Agreement for [Booking Date] – [Customer Name]

Hi PAH! Accounts Team,I’ve negotiated travel with the customer for the booking on [date] with [customer name].Travel agreed: [e.g. 45 minutes return travel time @ $XX]

Please see attached evidence of the customer's confirmation of this arrangement.

Kindly include this amount in the invoice for the booking.

Thanks so much!

[Your Name]

Wait.. I had travel approved but the booking got cancelled under 24hrs! What happens now? 

Travel duration will be compensated if the customer cancels the booking within 24 hours of start time.

Travel distance will not be paid out.

Example:

→ Customer requests interpreter (2hrs Face To Face).
→ Interpreter requests travel compensation .

    1. Travel duration: 1hr home to job, 1hr job to home (2 x $130 = $260)
    2. Travel distance: 50km home to job, 50km job to home (100 x $0.99 = $99)
→ Customer approves travel ✔️ 
(At this point, total cost = $619)

→Interpreter accepts booking.

→ !! Customer cancels job under 24hrs.

 

Customer is invoiced: 2hrs for the booking + 2hrs for travel duration. Total cost = $520

Interpreter is paid 2hrs for the booking + 2hrs for travel duration.

 


You’re in charge—but we’re right here backing you.
 
Any questions? Let us know ↓

  • In the app: Search PAH! Team in chat
  • Email: hello@pahapp.com
  • Text: 0427 837 280 (SMS only)

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