Terms & Conditions

Last updated: 12 August 2026

These Terms & Conditions (“Terms”) apply to the purchase and use of products and services provided by Our Customer(“Our Customer”, “we”, “us” or “our”).

By purchasing a product or service from Our Customer, you agree to these Terms.

1. About Our Customer

Our Customer provides customer experience analysis, reporting and consultancy services for businesses.

Our services may include customer experience reports, analysis of customer reviews and feedback, ongoing monitoring, recommendations and related consultancy services.

2. Our services

The specific service provided will be described on the relevant product or service page at the time of purchase.

Our services may include:

• Analysis of customer reviews and other customer experience information

• Customer experience scoring and benchmarking

• Identification of recurring themes and patterns

• Analysis of positive and negative customer feedback

• Recommendations for improving customer experience

• Periodic monitoring and comparison of customer experience performance

• Other customer experience analysis or consultancy services described at the time of purchase

We will make reasonable efforts to provide the service described at the time of purchase.

3. Reports and recommendations

Our reports are based on the information available to us and the methodology applicable to the service purchased.

Reports may contain analysis, scores, observations, recommendations and other customer experience insights.

Our reports are intended to support business decision-making. They do not constitute a guarantee of increased sales, customer satisfaction, revenue, profitability or any other particular business outcome.

The customer remains responsible for deciding whether and how to implement any recommendations provided by Our Customer.

4. Customer information and responsibilities

To enable us to provide our services, you may be required to provide information, documents or other materials.

You are responsible for ensuring that:

• The information you provide is accurate and sufficiently complete for the service being purchased

• You have the right to provide the information to us

• You have an appropriate lawful basis for providing any personal information relating to other individuals

• You have obtained any permissions or consents required to provide such information

• The information does not knowingly infringe another person’s rights

• You do not provide unnecessary sensitive personal information where it is not required for the service

This may include customer reviews, feedback, survey information, scores, dates and other customer experience information.

If you provide information relating to your customers, employees or other individuals, you remain responsible for ensuring that you are permitted to provide that information to us.

5. Customer review data

Our Customer may analyse customer reviews in their original or substantially original wording where this is necessary to provide the service.

Reviews may be analysed alongside information such as review scores and dates.

Where practical, customers should remove unnecessary personal information before providing review data to us.

We may retain information supplied for a report for up to six months in accordance with our Privacy Policy, including where this is necessary to provide ongoing monitoring, comparison or subsequent reporting services.

6. AI-assisted analysis

Our Customer may use artificial intelligence and automated analysis tools as part of providing our services.

We currently use Claude, provided by Anthropic, to assist with the analysis of customer experience information.

AI-assisted tools may be used to identify themes, sentiment, topics, patterns and other insights within customer experience information.

AI-generated analysis is not necessarily used without review. Our Customer may review, interpret and validate AI-assisted analysis before incorporating it into a report.

The use of AI-assisted tools does not guarantee that every analysis, classification, score or observation will be error-free.

We may change or introduce additional AI-assisted tools or providers as our services develop.

7. Our methodology and scoring

Our Customer may use proprietary methodologies, frameworks, scoring systems and analytical approaches when producing reports.

This may include the Customer Experience Quality Index (CEQI) and associated scoring methodology.

The methodology, weighting systems, analytical processes, report structures, templates and underlying systems used by Our Customer remain the intellectual property of Our Customer unless expressly stated otherwise.

Purchasing a report does not transfer ownership of Our Customer’s underlying methodology or intellectual property to the customer.

8. Use of reports

Unless otherwise agreed in writing, a customer purchasing a report receives a non-exclusive right to use the completed report for its own internal business purposes.

You may share your completed report with your employees, management, business owners and professional advisers where reasonably necessary for your business.

You must not:

• Resell an Our Customer report as a product or service

• Represent Our Customer’s methodology as your own

• Reproduce or distribute Our Customer’s underlying methodology or scoring system

• Extract and commercially reproduce Our Customer’s templates, frameworks or analytical systems

• Modify the report in a way that falsely represents it as an Our Customer-approved analysis

You may quote or reproduce reasonable extracts from your own report for legitimate business purposes, provided that the extract is not presented in a misleading way.

9. Our intellectual property

All intellectual property relating to Our Customer’s website, branding, methodologies, frameworks, scoring systems, report templates, written content, analytical processes and other materials remains the property of Our Customer unless expressly stated otherwise.

Nothing in these Terms transfers ownership of that intellectual property to the customer.

10. Prices

Prices for Our Customer products and services are displayed on our website at the time of purchase.

We may change our prices from time to time.

A price change will not affect an order that has already been accepted.

Unless otherwise stated, prices are displayed in pounds sterling.

11. Payment

Payment is required in accordance with the payment terms displayed at the time of purchase.

Payments made through the website are processed using Squarespace Payments or another payment provider identified at checkout.

We do not store customers’ full payment card details.

Where payment is not successfully completed, we may be unable to begin or complete the relevant service.

12. Delivery of reports

Where a report is purchased as a digital product or service, it will normally be supplied electronically using the delivery method described at the time of purchase.

Estimated delivery times are provided for guidance unless a specific delivery date has been expressly agreed.

Delivery may depend on the customer providing the information required for us to complete the service.

Where information required to produce a report is delayed or incomplete, the delivery date may also be affected.

13. Ongoing monitoring services

Where a customer purchases an ongoing monitoring or reporting package, the specific frequency, scope and duration of the service will be described at the time of purchase.

Ongoing services may involve retaining previously supplied customer experience information so that Our Customer can compare performance over time and produce subsequent reports.

Unless otherwise agreed, information may be retained for up to six months following the relevant reporting period in accordance with our Privacy Policy.

14. Cancellation and refunds

Nothing in these Terms affects any statutory rights that you may have under applicable UK consumer protection law.

Where a customer is purchasing in the course of a business, cancellation and refund rights will be governed by the terms agreed at the time of purchase and applicable law.

Where a digital report or digital content is supplied immediately after purchase, you may lose certain statutory cancellation rights where you have expressly requested immediate performance and acknowledged the relevant consequences.

If you wish to cancel an order or believe that a refund is appropriate, please contact us as soon as possible.

Where a service has already been substantially completed, the amount of any refund will take into account the work already carried out, subject to applicable law.

15. Accuracy of information

We rely on the information supplied by customers when producing reports.

We are not responsible for inaccuracies in a report that result directly from inaccurate, incomplete, misleading or outdated information supplied by the customer.

We may contact you if we believe additional information is reasonably necessary to complete the service.

16. Third-party information

Our Customer may analyse publicly available customer reviews or other third-party information where this forms part of the service purchased.

We do not guarantee that third-party information is accurate, complete, current or representative of all customers.

Customer reviews and other feedback may represent the experiences or opinions of individual customers and may not represent the views of the wider customer base.

17. Service limitations

Our Customer will use reasonable care and skill when providing its services.

However, customer experience analysis involves interpretation of available information and cannot provide certainty about future customer behaviour or business performance.

We do not guarantee:

• A particular customer experience score

• An increase in customer satisfaction

• An increase in revenue or sales

• An increase in customer retention

• A particular ranking or benchmark position

• Any other specific commercial outcome

18. Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

Subject to this, Our Customer will not be liable for indirect or consequential loss, loss of profit, loss of revenue, loss of business opportunity or similar losses arising from the use of our reports or recommendations.

Our reports are intended to support business decision-making and should be considered alongside the customer’s own knowledge, information and professional judgement.

Nothing in these Terms limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that cannot legally be excluded or limited.

19. Confidentiality

We will treat information supplied to us for the purpose of providing our services as confidential and will not intentionally disclose it to third parties except where:

• Disclosure is necessary to provide the service

• Disclosure is made to a service provider used to provide the service

• Disclosure is required by law

• Disclosure is necessary to protect our legal rights or business

• You have given us permission to disclose it

Our handling of personal information is also governed by our Privacy Policy.

20. Data protection

Where we process personal information in connection with providing our services, we will handle that information in accordance with our Privacy Policy and applicable UK data protection law.

Customers are responsible for ensuring that they have an appropriate lawful basis and any necessary permissions to provide personal information to us for analysis.

Where a customer provides information relating to its own customers, the customer should consider whether any information should be anonymised or minimised before providing it to us.

21. Website use

You must not:

• Use our website for unlawful purposes

• Attempt to gain unauthorised access to our website or systems

• Introduce malicious software or code

• Interfere with the operation of our website

• Copy or reproduce substantial parts of our website or its content without permission

We may restrict or suspend access to our website where reasonably necessary to protect our website, systems, business or users.

22. Events outside our control

We will not be responsible for failure or delay in providing our services where this results from circumstances beyond our reasonable control.

This may include significant technical failures, cyber incidents, internet or telecommunications failures, third-party service outages, natural disasters, government action or other events that could not reasonably have been prevented.

23. Changes to these Terms

We may update these Terms from time to time to reflect changes to our services, website, business or legal requirements.

The Terms applicable to a purchase will generally be the version in effect when the order is accepted.

24. Governing law

These Terms are governed by the laws of England and Wales.

Subject to any mandatory consumer rights that apply, the courts of England and Wales will have jurisdiction over disputes arising from these Terms.

25. Contact

If you have any questions about these Terms & Conditions, please contact Our Customer using the contact details provided on our website.

Last updated: 12 August 2026