Terms of Service

1. About these terms

These Terms of Service apply to all enquiries submitted and services arranged through Customer Perspective. By submitting an enquiry or using our services, you confirm that you have read, understood, and agreed to these terms.

These terms are intended for business customers. If you are submitting an enquiry or using the service on behalf of a business, you confirm that you have authority to bind that business to these terms.

2. Who we are

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.

3. Our service

We provide discreet, independent customer experience evaluations for customer-facing businesses across the United Kingdom.

Our service typically includes:

• a visit carried out by us as a normal customer;
• observation of the customer journey as it naturally unfolds;
• a bespoke written report based on the experience of that visit; and
• delivery of that report to you, usually within 5 working days of the visit.

Our reports are bespoke and are not produced from a rigid checklist. No two visits or reports will be identical.

4. Enquiries and payment

To request our services, you submit an enquiry via a link to a form hosted on Tally.so. By submitting an enquiry, you are expressing an interest in our services. We will then be in touch by email to request the location details for the business or venue to be evaluated and to confirm the arrangement. A booking is only confirmed once payment has been received in full.

You are responsible for providing accurate and complete location details required for us to carry out the service.

Unless otherwise agreed, we aim to carry out the visit within two weeks of confirming the required location details, but timing is not guaranteed and will not be disclosed in advance.

5. Pricing and additional costs

Our pricing is stated on our website at the time of booking. All prices are subject to change at any time before a booking is made.

Reasonable costs required to carry out the evaluation may be included where appropriate. If a visit involves unusually high-cost products, services, entry fees, bookings, or similar expenses, we may require an additional charge. Where practicable, we will notify you in advance.

6. Nature of the service

The service is intended to reflect a genuine customer experience. For that reason:

• we do not disclose the date or time of the visit in advance;
• we attend as ordinary customers;
• clients do not set specific focus areas for the visit unless we agree otherwise in writing; and
• the content, structure, and length of the report are determined by us based on the experience of the visit.

7. Reports and recommendations

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.

8. Your responsibilities

You are responsible for ensuring that:

• the location details you provide are accurate;
• your business is lawfully operating and can be accessed by members of the public in the ordinary course of trade;
• you have the right to request and receive the service in relation to the business or location concerned; and
• your use of the report and any actions taken in response to it comply with applicable law and your own internal procedures.

9. Confidentiality and use of reports

We will treat your report as private and will not publish or disclose its contents to third parties unless required by law, necessary to perform the service, or authorised by you.

Reports are provided for your internal business use only. You must not reproduce, publish, distribute, or share the report externally in a misleading or selective way, or present it as independent certification, endorsement, or verification by us.

10. Intellectual property

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.

11. Cancellations and refunds

Because our service is booked and scheduled specifically for your business, refunds are not guaranteed once a booking has been placed.

If you wish to cancel before we have arranged or begun work on the booking, you should contact us promptly. Any refund, whether full or partial, will be at our discretion unless otherwise required by law.

If we are unable to carry out the service for reasons within our control, we may offer a rescheduled visit, credit, or refund at our discretion.

No refund will usually be given where we are unable to complete or properly carry out the service because information provided by you was inaccurate or incomplete, access was unavailable, the business was closed, or circumstances at the location prevented the visit in the ordinary course.

12. Service changes and availability

We may update, refine, suspend, or withdraw any part of the service or website at any time. We may also refuse a booking where we reasonably believe the service is unsuitable, impractical, unsafe, unlawful, or outside the intended scope of Customer Perspective.

13. Limitation of liability

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which 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, the 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 the service, whether in contract, tort, negligence, breach of statutory duty, or otherwise, shall not exceed the total amount paid by you for the relevant booking.

14. Website information and disclaimers

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.

15. Changes to these terms

We may amend these terms from time to time by updating this page. The terms in force at the time you place a booking will apply to that booking unless we are required by law to make changes.

16. Governing law and jurisdiction

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.

17. Contact

If you have any questions about these terms, please contact hello@customerperspective.co.uk.