Service Terms & Conditions
These terms apply to all User Research and Testing services offered by Crayons & Code.
1. Payment Terms
One-off services (audits, setup, etc.): Payment is due before work begins, or 50% upfront with balance on completion, as agreed.
Ongoing services: Monthly payment via Direct Debit or card. Minimum term applies (typically 3 months). After the minimum term, you can cancel with 30 days' notice.
2. Late Payment
If payment is more than 7 days late, work may be paused until payment is received. For ongoing services, services may be suspended until payment is received.
3. Cancellation and Refunds
Ongoing services: After the minimum term (typically 3 months), you can cancel with 30 days' notice. No refunds for unused months, but no early cancellation fees if you've completed the minimum term.
Early cancellation: If you cancel before the minimum term is complete, the remaining balance for the minimum term becomes due immediately.
One-off services: If you cancel before work begins, any upfront payment is refundable. Once work has started, fees are non-refundable. If you cancel mid-project, you pay for work completed to date at standard hourly rates (currently £75/hour).
4. What's Included
What's included is detailed in each package description. Generally, this covers the work described, delivery of reports/deliverables, and any support calls or review sessions specified.
5. What's Not Included
Unless explicitly stated, the following are not included:
- Implementation work (unless specified in the package)
- Ongoing management beyond the service period
- Third-party tool costs or subscriptions
- Content creation or copywriting (unless specified)
- Design work (unless specified)
6. Scope Changes
If you want to add work beyond the original scope, I'll quote for the additional work. Changes are agreed before work starts. Original scope and pricing remain unchanged.
7. Timeline and Delays
Timelines are estimates based on typical projects. If there's a delay of over 14 days without required information or feedback, the project may be paused. When paused, timelines extend accordingly. No additional charges apply during pauses, but the project won't progress until information or feedback is provided.
8. Ownership and Intellectual Property
Reports and deliverables: Once paid, you own the reports and deliverables. You can use them as needed for your business.
Methodology and tools: My processes, methodologies, and any tools I've created remain my property, but you're free to use the insights and recommendations from reports.
9. Third-Party Services
If the service involves third-party tools, platforms, or services, those are subject to their own terms. I'm not liable for third-party service issues, but I'll help resolve problems where possible.
10. Data Protection
I handle your data in accordance with UK data protection laws. See the privacy policy for details. You're responsible for ensuring your website complies with data protection requirements for your visitors' data.
11. Liability
I provide services to high standards, but I'm not liable for indirect losses, lost profits, or consequential damages. My liability is limited to the value of the work completed. I'm insured for professional indemnity.
12. Legal Bits
These terms are governed by UK law. I'll always try to resolve things fairly before it goes legal. If we can't resolve a dispute, it will be handled through UK courts.
Participant Recruitment
Participant recruitment and incentives are billed separately unless otherwise stated. I can arrange recruitment, or you can provide participants.
- Recruitment costs vary by participant type and source
- Incentives are typically £25-£50 per participant
- Participant numbers are specified in each package
- Screening criteria are agreed upfront
Session Recordings
Session recordings are provided where applicable. You own the recordings and can use them internally. Sharing externally requires participant consent.
- Recordings are provided in agreed format
- You own recordings for internal use
- External sharing needs participant consent
- Video highlights are included in reports
Research Findings
Research findings are insights and recommendations, not guarantees. Results inform decisions but don't guarantee outcomes.
Questions? If anything is unclear, get in touch and I'll explain further.