Last updated: 14 July 2026
Customer Perspective is a service run by Mark Petty trading as Ranch Studios. These Terms of Service govern the use of our business-to-business customer experience evaluation services and the submission of enquiries through our website.
These Terms of Service apply to services booked through Customer Perspective. Submitting an enquiry does not create a binding contract or an obligation to purchase. These terms become binding when you accept our written quotation or package details and we confirm your booking.
These terms are intended for business customers. If you submit an enquiry or book the service on behalf of a business, you confirm that you have authority to bind that business to these terms.
Customer Perspective is a service run by Mark Petty trading as Ranch Studios. References in these terms to “Customer Perspective”, “we”, “us”, or “our” mean Mark Petty trading as Ranch Studios operating the Customer Perspective service. References to “you” and “your” mean the customer purchasing or using the service.
Our geographical business address is:
Ranch Studios, 4th Floor, Silverstream House, 45 Fitzroy Street, Fitzrovia, London, W1T 6EB<
Routine correspondence should be sent by email using the contact details in section 25.
We provide discreet, independent customer experience evaluations for customer-facing businesses across the United Kingdom.
Our service typically includes:
Our reports are bespoke and are not produced from a rigid checklist. No two visits or reports will be identical.
We will provide the service with reasonable care and skill. The evaluation represents our honest experience and judgement during the relevant visit, but it does not represent every customer’s experience or guarantee that the same circumstances will occur on another occasion.
Unless otherwise stated in the booking confirmation or written quotation, each visit covers one establishment at one location and one continuous customer experience. Accommodation, multiple outlets, separately bookable services, extended stays and evaluations involving more than one location may require a bespoke quotation.
To request our services, you submit an enquiry using a form hosted on Tally.so. By submitting an enquiry, you are expressing an interest in our services. We will contact you by email to discuss the proposed service, request the required location details and confirm any applicable visit expenses.
A booking becomes binding when you accept the package or written quotation, agree to these terms, and we confirm the booking by email. Unless we agree otherwise in writing, payment must be received in full before any visit or other work begins.
You are responsible for providing accurate and complete information required for us to carry out the service.
Unless otherwise agreed, we aim to carry out an initial or one-off visit within two weeks of confirming the required location details and receiving payment. This is an aim rather than a guaranteed deadline, and the date and time of the visit will not be disclosed in advance.
Any additional invoice must be paid within the payment period stated on that invoice. We reserve the right to charge statutory interest and recovery costs on overdue business-to-business payments where permitted by law.
A Quarterly Programme consists of four visits during the 12 months following confirmation of the booking. A Monthly Programme consists of twelve visits during the same period. Bespoke Programmes follow the frequency and duration stated in the applicable written quotation.
Quarterly and Monthly Programmes are fixed-term commitments lasting 12 months from confirmation of the booking. They do not renew automatically and cannot be cancelled by you for convenience.
Visit dates and times remain undisclosed, but we may agree approximate visit windows where reasonably necessary.
Unless otherwise agreed in writing, programme fees and anticipated visit expenses must be paid in full before the programme begins. We are not required to arrange or carry out a visit until the relevant fees and anticipated expenses have been received.
You must provide the information, approvals and expense payments reasonably required for us to complete visits during the programme period. If you do not provide them within a reasonable time after our request, the affected visits may expire at the end of the programme period without refund.
Visits must normally be completed within the applicable programme period and unused visits do not automatically carry forward. We may extend the programme where a visit cannot reasonably take place because of circumstances outside either party’s reasonable control.
References in these terms to a “booking” include a One-Off Assessment, Quarterly Programme, Monthly Programme or Bespoke Programme, as applicable.
Our prices are those stated on our website or in a written quotation when the booking is confirmed. Prices may change before a booking is confirmed, but changes will not affect an existing confirmed booking.
The package price covers each evaluation and bespoke written report. Agreed purchases, admission and accommodation are charged separately at cost. Additional travel charges may include mileage, public transport, parking, tolls, congestion charges and, where agreed in advance, an allowance for substantial travelling time. Applicable travel charges will be stated in the booking confirmation or written quotation.
We will discuss anticipated visit expenses with you and obtain your approval before making the relevant booking or purchase. Where appropriate, we may require anticipated expenses to be paid in advance.
If unforeseen expenditure becomes necessary during a visit, we will take reasonable steps to avoid incurring it without your approval. We may be unable to complete part or all of the evaluation where approval cannot be obtained.
Any advance expense payment will be reconciled against the actual approved costs. We will refund any unused balance or invoice you for any approved additional amount.
The service is intended to reflect a genuine customer experience. For that reason:
Our reports are provided for general business insight and internal decision-making only. They are based on our experience, observations, impressions and judgement at the time of the visit.
Reports do not constitute legal, financial, regulatory, employment, health and safety or other professional advice. You remain solely responsible for deciding whether and how to act on any information contained in a report.
We do not guarantee that our services or reports will lead to any particular result, including increased revenue, customer acquisition, customer retention, conversion improvement or operational improvement.
You are responsible for ensuring that:
We will treat your report and non-public booking information as confidential. We will not publish or disclose them except to our professional advisers, insurers, payment providers, technology providers or other service providers where reasonably necessary to operate our business or perform the service; where required by law; or where you authorise disclosure.
Reports are provided for your internal business use only. You must not reproduce, publish, distribute or share a report externally in a misleading or selective way, or present it as independent certification, endorsement or verification by us.
All intellectual property rights in our website, branding, service materials and reports remain owned by us or our licensors. Subject to payment in full, we grant you a non-exclusive, non-transferable licence to use the report for your internal business purposes.
Bookings are fixed commitments and cannot be cancelled by you for convenience after we have confirmed the booking. Your payment obligations continue if you decide not to use, participate in or cooperate with the service.
You may ask us to cancel or reduce a booking, but we are not required to agree. Any cancellation, credit or refund that we agree must be confirmed by us in writing.
If you tell us that you no longer intend to proceed, fail to provide required information, approvals or expense payments, or otherwise prevent us from performing the service, we may suspend or terminate the booking. We may retain or recover the fees reasonably representing work completed, capacity reserved that we cannot reasonably reallocate, approved expenses and our resulting net loss, including loss of profit, subject to our obligation to take reasonable steps to reduce that loss.
No refund is due for a completed or used visit, work properly performed, time specifically reserved that we cannot reasonably reallocate, or approved non-refundable expenses already incurred.
If we cancel the booking for reasons within our reasonable control and you are not in breach of the agreement, we will refund the amount paid for services not provided and any unused expense payment.
Nothing in these terms restricts either party’s right to terminate for a serious breach of contract or any other right that cannot lawfully be excluded.
If a visit cannot be completed because the information you supplied was inaccurate or incomplete, the establishment was unexpectedly closed, ordinary public access was unavailable, or circumstances at the location prevented a genuine evaluation, we will notify you.
Where we attended the location and made reasonable efforts to carry out the evaluation, the visit will be treated as used and the associated fee and approved expenses will not be refundable. We will provide an account of what occurred where reasonably practicable.
Any repeat visit may be charged separately, together with any additional expenses. We will agree those charges with you before arranging the repeat visit.
We will not be responsible for delay or failure caused by circumstances beyond our reasonable control, including severe weather, transport disruption, illness, accident, venue closure, industrial action, public emergency, government restriction or failure of essential third-party services.
We will contact you as soon as reasonably practicable and seek to rearrange any affected visit. If the affected service cannot reasonably be rearranged, either party may cancel that part of the booking. We will refund the price paid for services not provided, less approved non-refundable expenses already incurred.
We may update, refine, suspend or withdraw any part of the service or website at any time. Changes to the website or generally available services will not materially alter a confirmed booking without your agreement.
We may refuse a proposed booking where we reasonably believe the service is unsuitable, impractical, unsafe, unlawful or outside the intended scope of Customer Perspective.
We may suspend or terminate a confirmed booking if you fail to make a required payment, provide materially inaccurate information, ask us to act unlawfully, or expose us to an unreasonable safety or legal risk. Where appropriate, we will give you a reasonable opportunity to resolve the issue before terminating the booking.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.
Subject to the paragraph above, we shall not be liable for any indirect or consequential loss, or for any loss of profit, loss of revenue, loss of business, loss of contracts, loss of anticipated savings, loss of goodwill or loss of opportunity arising out of or in connection with the service, website or any report we provide.
Subject to the first paragraph of this clause, our total aggregate liability arising out of or in connection with a One-Off Assessment shall not exceed the amount paid for that assessment. For a Quarterly Programme, Monthly Programme or Bespoke Programme, our total aggregate liability shall not exceed the programme fees paid by you, excluding reimbursed visit expenses.
Information on this website is provided for general information only. While we aim to keep website content accurate and up to date, we do not guarantee that all content is complete, current or free from error.
Any timing references, service descriptions and examples on the website are indicative only unless expressly stated otherwise in our booking confirmation or written quotation.
These terms, the applicable package description, our written quotation and our booking confirmation constitute the agreement between us concerning the service.
If there is any conflict between these documents, the written quotation or booking confirmation takes priority, followed by these terms and then the website package description.
You may not transfer your rights or obligations under the agreement without our prior written consent.
We may transfer our rights or obligations where doing so does not materially reduce the protections or services available to you.
If any provision of these terms is found to be invalid or unenforceable, that provision will be treated as removed to the minimum extent necessary. The remaining provisions will continue in effect.
A delay or failure by either party to exercise or enforce a right under these terms does not waive that right or prevent it from being exercised later.
No person other than you and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
We may amend these terms from time to time by updating this page. The terms in force when a booking is confirmed will apply to that booking unless we are required by law to make a change.
These terms and any dispute or claim arising out of or in connection with them, the website or the service shall be governed by the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, unless applicable law requires otherwise.
All routine correspondence, booking communications, cancellation requests and notices under our agreement must be sent by email to hello@customerperspective.co.uk.
Our geographical business address is:
Ranch Studios, 4th Floor, Silverstream House, 45 Fitzroy Street, Fitzrovia, London, W1T 6EB
Our geographical business address is provided for identification and legal compliance and is not our preferred address for routine correspondence. Nothing in this section prevents either party from serving formal legal documents by any method required or permitted by applicable law or court rules.