Client Terms

Terms of Business

TRUE AGENCY — TERMS OF BUSINESS (TOBS)

These Terms of Business apply to all mystery shopping and related services provided by TRUE Agency ("TRUE", "we", "our") to the Client ("you", "your").

1 Services

TRUE provides mystery shopping, customer experience audits, compliance checks, competitor benchmarking, reporting and related consultancy services as agreed in each individual proposal or quotation.

The scope of each project, deliverables, timings and fees will be detailed within the agreed quotation or proposal.

2 Quotations

All quotations are valid for 30 days from the date of issue.

Work will commence once written acceptance (email is sufficient) and any required Purchase Order have been received.

Any changes to the agreed scope may require a revised quotation.

3 Payment Terms

Unless otherwise agreed in writing:

50% of the project fee is payable before the campaign commences.

The remaining 50% is invoiced on completion of the campaign.

Payment terms are 30 days from the invoice date.

TRUE reserves the right to delay or suspend work where invoices remain unpaid.

4 Client Responsibilities

The Client agrees to provide all information, access, branding guidelines and materials required for the successful delivery of the project within agreed timescales.

Delays in receiving required information may affect delivery dates.

5 Changes to Projects

Should the Client request changes after work has commenced, TRUE will advise any impact on costs, timings or deliverables before proceeding.

Additional work outside the agreed scope will be charged separately.

6 Postponements and Cancellations

Where a campaign is postponed or cancelled after confirmation, the following charges may apply:

More than 5 working days before the campaign start: No cancellation charge.

Within 5 working days: Up to 25% of the project value.

Within 48 hours: Up to 50% of the project value.

Within 24 hours or after fieldwork has commenced: Up to 100% of the project value.

Costs already incurred on behalf of the Client are payable in full.

7 Confidentiality

Both parties agree to keep confidential any commercial, operational or proprietary information shared during the course of the project unless disclosure is required by law.

8 Intellectual Property

All reports, data, presentations and materials produced by TRUE remain the property of TRUE until all invoices relating to the project have been paid in full.

Upon payment, the Client receives the right to use the final deliverables for its internal business purposes.

9 Limitation of Liability

TRUE will use reasonable skill, care and professional judgement in delivering its services.

Our total liability for any claim arising from a project shall not exceed the total fees paid by the Client for that project.

TRUE shall not be liable for indirect or consequential losses, including loss of profit, business opportunity or goodwill.

10 Governing Law

These Terms of Business are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.

Acceptance

Acceptance of a quotation, purchase order or written instruction to proceed confirms acceptance of these Terms of Business. The signature block below may also be completed to formally record the Client’s agreement.