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Terms and conditions

Definitions

Within these Terms and Conditions, definitions are as follows:

  • ‘Booking’ – any contract between Research Helper and the Client for the agreement of Services
  • ‘Client’ – any individual, firm, limited company or other legal entity on whose behalf Research Helper agrees to undertake its Services
  • ‘Services’ – any form of suite hire, technology hire, data collection or analysis, participant recruitment or other work, which Research Helper has agreed in writing, to undertake for the Client under these Terms and Conditions
  • ‘Documentation’ – includes any written documents, recordings, photographs, plans, drafts, memory sticks, or any other device embodying visual and/or audio data
  • For the purpose of these Terms and Conditions, email correspondence constitutes a written agreement.

These Terms and Conditions form part of a contract between Research Helper and the Client. By accepting the quotation provided and returning a completed Booking form, you accept these Terms and Conditions.

Booking requests for any Services are only to be made by Clients with the authority to agree to these Terms and Conditions. In completing and returning a booking form, it is implied that the person making the Booking has the requisite authority.

Quotations

Any verbal quotations should be understood as estimates only. All quotations shall be provided by Research Helper in writing. Providing a quotation does not constitute an agreement that Research Helper will undertake the project.

The costs outlined in any written quotation are valid for a period of 30 days from submission. Thereafter Research Helper reserves the right to revise the quotation, and any cost increases will be agreed with the Client in writing.

Unless stated upon quotation, all costs quoted to UK companies are subject to the addition of VAT at the current rate in accordance with HM Customs and Excise regulations.

Offer of Purchase

A request for services from the Client shall only be accepted as an offer of purchase when a completed booking form is returned to Research Helper.

Service Schedules

Any time schedules given within quotations are approximations only. Should the Client purchase any Services, Research Helper and the Client will agree a mutually acceptable delivery schedule.

Client Requests to Change Services

Where possible, Research Helper will accommodate subsequent requests from the Client to change Services agreed in the booking form (eg. changes to delivery schedule, quantities, specifications).

The Client may request additional Services after Research Helper has received the Booking; this may result in additional costs on top of the agreed quotation value, which will be agreed with the Client in writing.

Research Helper will try to accommodate changes caused by delays or failures by the Client to give Research Helper adequate information, specifications or instructions. In such circumstances, Research Helper reserves the right to adjust the delivery schedule and amend costs accordingly.

Payment Terms

Costs will be invoiced immediately upon completion of the Booking. Payment is due strictly within 30 days from the date of invoice unless specific, alternative arrangements have been agreed in writing. Any discounts quoted will only be valid for Bookings paid within the 30-day payment Terms.

Research Helper reserves the right to require 100% payment upfront if the Client is a new customer, or based outside of the UK, or has a bad credit rating, or if the total Services value exceeds £7,000.00.

The contractual agreement is with Research Helper and the person that made the Booking. This person will remain liable for the payment until payment has been received by Research Helper. Standard protocol will be used to invoice the company making the Booking, unless Research Helper agrees otherwise upon Booking.

Late Payment Terms

Any outstanding balance after 30 days of invoice will be subject to a late payment charge of 5% per day until the amount has been paid. Any invoices still unpaid may be passed to a debt recovery company and additional charges will be incurred. Additionally, Research Helper reserves the right to charge full price for discounted Services if they are not paid within the 30-day payment Terms.

Participant drop-outs

We will make all reasonable efforts to ensure attendance up to the day of research & endeavour to replace all participants unable to attend on the day of research. If we are unable to replace them on the day of the research, we will charge 50% of the participant recruitment fee for each participant unable to attend.

Postponement and Cancellation Fees

Once a Booking is confirmed, Research Helper will refuse similar requests for Services from other Clients. Resource allocation and labour begin immediately upon Booking in order to provide deliverables by the agreed date. Thus, postponements or cancellations can have a significant financial impact on Research Helper. In the event of postponements or cancellations of Research Helper Services by the Client, fees will be charged to cover the costs of all Services undertaken, and any Client expenses incurred.

Postponement fees are charged if the Client is able to confirm alternative dates at the time of postponement. If the Client is unable to confirm alternative dates, the Client will be charged cancellation fees.

Postponement fees are as follows:

Postponement of suite hire

  • Within 10 working days of research date: 25% of studio cost
  • Within 5 working days of research date: 75% of studio cost

Postponement of eye tracking hire

  • Within 10 working days of research date: 25% of eye tracking hire
  • Within 5 working days of research date: 75% of eye tracking hire

Postponement of participant recruitment

  • Within 15 working days of research date: 100% of project management cost, 25% of recruitment cost
  • Within 5 working days of research date: 100% of project management cost, 75% of recruitment cost

Cancellation fees are as follows:

Cancellation of suite hire

  • Within 10 working days of research date: 50% of studio cost
  • Within 5 working days of research date: 100% of studio cost

Cancellation of eye tracking hire

  • Within 10 working days of research date: 50% of eye tracking hire
  • Within 5 working days of research date: 100% of eye tracking hire

Cancellation of participant recruitment

  • Within 15 working days of research date: 100% of project management cost, 50% of recruitment cost
  • Within 5 working days of research date: 100% of project management cost, 100% of recruitment cost
  • ‘Working day’ is defined as a standard working day falling on Monday to Friday between 8:30am-5pm (eg. cancelling on a Monday for research on Friday would constitute four working days).

Client Expenses

All incidental expenses (eg. postage, courier, equipment hire) incurred by Clients and agreed with Research Helper will be charged at full cost plus 20%.

Market Research Society Code of Practice

The Booking shall be carried out in accordance with the rules and regulations established by the MRS International Code of Marketing & Social Research Practice.

General Data Protection Regulation

Research Helper are compliant with GDPR. Please see our Privacy Policy (https://www.research-helper.co.uk/online-privacy-policy/) for further details relating to GDPR.

Storage and Disposal of Documentation

Should the Client wish to retain Documentation for a period in excess of one month after the Booking is completed, the Client should inform Research Helper upon Booking. Research Helper shall destroy any Documentation developed for the conduct of Services after one month, so cannot guarantee any supply of Documentation after this time.

Client Confidentiality

Research Helper will not disclose the Client’s identity, the identity of the company commissioning the research, or any information obtained in confidence regarding the Client.

Research Helper will treat all information provided by the Client and all Documentation obtained from the Booking as confidential. It will remain the property of the Client; it will not be used by Research Helper for any other purpose or be released to any person other than the Client, except with the Client’s written permission.

Participant Confidentiality

The confidentiality of participants is of paramount importance to Research Helper. Details relating to participant’s identity, and the information and opinions they supply during research, are confidential.

Research Helper maintains a policy of complete impartiality relating to any information about participants provided by the Client or documented during the Booking.

Consent Forms

Research Helper do not have sufficient knowledge regarding the Client’s research aims, objectives or tasks, therefore we do not supply consent forms or provide them on behalf of Clients.

It is the responsibility of the Client to provide consent forms directly to the participants at the beginning of research sessions, so that participants are given sufficient opportunity to ask questions related to the consent form or session generally.

Participant Health and Safety

For security and fire safety purposes, Research Helper requires the full names of participants who are recruited by other companies to attend the facility. These must be provided at least 48 hours in advance of the research date.

Research Helper cannot accept any liability for the health and safety of participants (including children) unless caused by any negligence from Research Helper.

Participant Recruitment Service

Information relating to participants recruited by Research Helper shall remain the property of Research Helper.

If participants are recruited by Research Helper to attend research at the Research Helper facility, the Client will be provided with anonymised participant data before the research date, and will be provided with the participant names on the research day.

If participants are recruited by Research Helper for research held anywhere except the Research Helper facility, the Client will be provided with participant contact details in order for them to contact participants on the research day if necessary (eg. to contact late-running participants or inform them of delays to their sessions). This is only done with the participants’ permission. These details are provided on the basis that they will not be used by the Client for any other purpose, will not be passed to any third party, and will be destroyed upon completion of the sessions.

In the event that the Client suggests over-recruitment, all participants will be informed at the recruitment stage and paid the full incentive if they are not required.

Client-supplied Data for Participant Recruitment Service

When supplying databases of customer personal details for the purpose of Research Helper participant recruitment, it remains the Client’s responsibility to ensure that such databases comply with the General Data Protection Regulation. Therefore, it is implied that such databases are fit-for-purpose, accurate and up-to-date.

Research Helper reserves the right to revise Service schedules and costs should a database not meet these criteria. Research Helper will advise the Client of any concerns of this regard within 5 working days of receiving the database. In supplying a database, the Client agrees to compensate Research Helper against any claim that may be made.

Incentives

If notified at least 48 hours in advance, Research Helper can supply and/or provide cash incentives to participants for an additional fee.

If this Service is provided, unused incentives shall remain the property of Research Helper and will not be invoiced to the Client, but handling fees will still apply.

Any unused incentives provided by the Client shall remain the property of the Client. Research Helper may charge for postage and packaging in circumstances when such leftover incentives need to be returned to the Client.

Research Helper cannot be held responsible for the loss or theft of Client incentive monies.

Research with Physical Products

For any research incorporating the use of physical products, the Client must ensure that products are safe for use and is responsible for participant safety during research. The Client must compensate Research Helper for any financial claims made in connection with that product.

Facility Access Times

Access times are specified in the booking form. Where possible, Research Helper will accommodate additional access for a fee if the Client requests it at least 48 hours prior to the research date. Research Helper reserves the right to charge additional costs in the event that the Client uses the facility outside of the agreed access times.

Competitive Clients

Research Helper cannot accept any liability should competitive Clients visit the Research Helper facility at the same time.

Circumstances Affecting Services

Research Helper does not accept responsibility for any circumstances beyond its control which may hinder, prevent or postpone the performance of its Services (eg. weather, transport difficulties, alteration of duties, significant increases in third party costs, industrial action, demonstrations, terrorist action, foreign exchange fluctuation). In such circumstances, Research Helper reserves the right to alter costs accordingly, and Client cancellation or postponement fees will remain applicable.

Research Helper shall exercise reasonable skill and care in the performance of its Services; but may make changes in order to comply with applicable fire, safety or other statutory requirements.

Damage to/Loss of Property

The Client agrees to inform Research Helper of any damage to/loss of Research Helper property. Research Helper reserves the right to charge additional costs for any damage to/loss of property caused by the Client or their guests, excluding reasonable wear and tear. The Client shall be notified of any costs incurred, and the person who made the booking will be responsible for ensuring that Research Helper is compensated.

Equipment Failure

Where there are defects or failures of equipment supplied by Research Helper, the Client shall be notified as soon as possible, and possible effects on Research Helper’s ability to perform agreed Services will be outlined. Research Helper is not liable for any defective equipment or for any equipment failure, and shall not be liable for any subsequent cost incurred.

Research Helper does not accept responsibility for loss or damage to the Client’s property unless caused by any negligence from Research Helper.

Live Streaming

For an additional fee, Research Helper can provide a live streaming Service from the facility to external, remote observers if the Client requests it at least 48 hours prior to the research date. By default, live streaming includes a view of the participant’s device screen/room view from above, as well as audio. Bespoke configurations can be agreed with prior notification and detail.

Research Helper guest Wi-Fi is optimised for viewing web content, not high-quality video streaming. If the Client chooses to use their own streaming Service, Research Helper cannot guarantee the quality of connection to maintain a high definition stream.

Applicable Law

In the event of any dispute arising between Research Helper and the Client as a result of a Booking, an independent arbiter of standing will be chosen by agreement and his/her decision will be final. English Law will apply. The maximum liability awarded by Research Helper shall be equal to the value of the Services booked by the Client.