30-day Re-evaluation Guarantee

Service: ClueCheck 30-day Re-evaluation Guarantee

Effective date: 29 July 2026

Availability: an ongoing service policy for eligible first-time clients where included in the written order confirmation

Important: this is not a guarantee of a particular business outcome. It governs the scope of any agreed service remedy.

1. Eligibility and scope

• Applies only to the Client, service, locations and measurement window identified in the written order confirmation.
• The guarantee is available only to eligible first-time Clients who have not previously purchased a ClueCheck evaluation project, unless ClueCheck confirms otherwise in writing in the relevant order confirmation.
• The original project must have been completed and all due, undisputed charges paid in full before a claim can be approved.
• Claims must be submitted in writing within 30 days of final report delivery to contact@cluecheck.co.uk. Claims received after that period may not be eligible because the measurement window has closed.
• Any re-evaluation is limited to the agreed service fee and does not automatically include shopper purchases, travel, mileage or other pass-through costs.
• A Client may receive no more than one service-fee waiver under this guarantee, unless ClueCheck expressly agrees otherwise in the relevant written order confirmation.

2. Guarantee Trigger - Evidence-Based Re-evaluation

Where the guarantee is included in the written order confirmation, ClueCheck will waive its service fee for one follow-up evaluation if the Client:

• submits a valid written claim within 30 days of final report delivery;
• has paid all undisputed amounts due for the original project;
• has implemented at least 50% of the actionable recommendations identified in the original report; and
• provides reasonable supporting evidence of that implementation, such as dated photographs, staff training records, process documentation, receipts or confirmation from an authorised manager.

The follow-up evaluation is intended to review the same agreed service area after implementation. It is not a refund and does not guarantee any particular revenue, conversion, retention, compliance or commercial outcome.

The guarantee does not apply where the original report contains a material error requiring correction. In that case, ClueCheck will consider an appropriate service remedy under the applicable agreement and any statutory rights.

3. Assessment Criteria

ClueCheck will assess a claim against the written order confirmation, original report, implementation evidence and the criteria below:

• whether the original project was completed in accordance with the agreed scope and methodology;
• whether the report contained actionable recommendations relevant to the agreed brief;
• whether at least 50% of those actionable recommendations were implemented within the claim period;
• whether the supporting evidence is reasonably sufficient and capable of verification; and
• whether the Client meets the eligibility and payment requirements in these terms.

ClueCheck may review report accuracy, shopper compliance, data integrity and factual correctness as part of its quality-assurance process. These checks do not create a guarantee of any particular business outcome.

4. Concerns about a Report or Service

• A concern must include specific, evidence-based reasons linked to the agreed brief or report findings. A general preference about tone or presentation may be discussed, but it does not by itself establish a service failure.
• ClueCheck will review the evidence in good faith and provide a written explanation. The claim and internal review process in Section 6 remains available, subject to the Client's statutory rights.
• If the concern identifies a material report error, ClueCheck will consider an appropriate correction or other service remedy under the applicable agreement.
• A follow-up evaluation requested outside an approved guarantee claim is a separate paid project under Section 9.

5. Exclusions

The guarantee does NOT apply if:

• Client non-implementation or incomplete implementation (<50% recommendations acted upon)
• Client delays >7 days in responding to recommendations or providing evidence
• External factors beyond ClueCheck's control (staff turnover, market conditions, regulatory changes, client business changes)
• Incomplete projects, unpaid invoices, or invoices overdue >14 days
• Claims made in bad faith, including requests for a free evaluation without a genuine implementation attempt
• General dissatisfaction that is not connected to the agreed brief, a material report error or another covered service issue

6. Claim Process

Step 1: Email Claim (within 30 days of report delivery)

• Email to contact@cluecheck.co.uk
• Include: Invoice/order number, project completion date and a brief description of implemented recommendations (at least 50%)
• Attach: Supporting evidence (photos, logs, training records, manager confirmation)
• Include: Measurement results or evidence showing at least 50% implementation

Step 2: ClueCheck Review (max 7 business days)

ClueCheck verifies:

• The original project was completed in accordance with the agreed scope and methodology
• Client provided sufficient implementation evidence for at least 50% of the actionable recommendations
• The claim meets the assessment criteria in Section 3
• Client meets all eligibility requirements

ClueCheck will notify the Client of approval or decline of the initial claim within 7 business days, in writing with reasons.

Step 3: Approved Claims

• ClueCheck issues invoice for shopper reimbursements ONLY (service fees waived)
• Invoice due within 7 days
• The follow-up evaluation will be scheduled for the next reasonably available date, taking account of the agreed scope, location availability, Shopper availability, operational requirements and any required Client approvals.
• ClueCheck will aim to schedule the follow-up evaluation within 14 days of approval where reasonably practicable.
• Evaluation follows same scope/methodology as original project

Step 4: Declined Claims

• ClueCheck provides written explanation with specific reasons
• The Client may request a one-time internal review within 14 calendar days of the initial decision.
• ClueCheck will provide the outcome of the internal review within 10 business days, with reasons and any practical next steps. This does not remove any statutory rights available to the Client.

7. Internal Review and Dispute Resolution

If the Client disagrees with the initial claim decision, the one-time internal review described in Section 6 is the first step. The Client should provide any additional evidence and explain the specific point of disagreement.

Internal review outcome

• After the internal review, ClueCheck's decision on eligibility under these guarantee terms will normally be final for the internal process, with reasons recorded in writing.
• This does not restrict statutory rights, the right to raise a formal complaint, or any remedy available under applicable law.

8. Follow-up Evaluation Scope and Costs

What is Covered by the Service-Fee Waiver:

• ClueCheck service fees for report compilation and analysis
• All professional evaluation and recommendations
• Same project scope as original evaluation

What is Not Covered (Client Pays):

• Shopper reimbursement fees (at standard rates per assignment)
• Travel/accommodation costs incurred by shoppers
• Ancillary services or bespoke reporting (if requested)
• Any variations to original project scope

9. Repeat Project Request Outside the Guarantee

A repeat evaluation requested outside an approved guarantee claim will be treated as a separate project and priced under a separate written quotation.

• The Client must pay in full for the repeat project, including ClueCheck service fees and shopper reimbursement.
• The repeat evaluation is governed by the written scope and commercial terms agreed for that project.
• No guarantee applies to repeat projects unless expressly agreed in writing.

10. Good Faith and Discretion

• ClueCheck operates this guarantee in good faith and expects clients to act similarly
• Subjective complaints (for example, a preference about tone or an expectation of different insights) are not by themselves grounds for a service-fee waiver
• ClueCheck retains reasonable discretion to assess borderline circumstances consistently with these terms and the agreed order
• All decisions documented in writing and provided to client with detailed explanation
• ClueCheck may decline a claim where the evidence indicates that it was submitted in bad faith or without a genuine implementation attempt

11. Limitation of Liability

ClueCheck is NOT liable for:

• Measurable improvements that fail due to factors outside the scope of evaluation findings (external market conditions, staffing issues unrelated to report, regulatory changes)
• Failure to achieve client expectations if expectations were not clearly defined before project commenced
• Client decisions to not implement recommendations or implement them incompletely
• Results of client implementation (quality/execution of recommendations is client's responsibility)

12. Statutory Rights and Client Type

13. Service terms and variation

• Any service guarantee or service credit applies only where it is included in the written order confirmation.
• These terms do not guarantee a particular commercial outcome, revenue increase or operational result.
• Changes to these terms will not apply retroactively to an order already accepted unless agreed in writing.
• ClueCheck may withdraw a public offer before acceptance; accepted order terms remain governed by the order confirmation.

14. Privacy and Data Protection

Your claim details (name, email, invoice number, evidence) will be processed in accordance with:

• UK GDPR
• ClueCheck Privacy Policy (www.cluecheck.co.uk/privacy.html)

Evidence provided will be retained for 12 months for audit, record-keeping, and legal compliance purposes.

15. Formal Complaints

If the Client remains dissatisfied after the internal review, a formal complaint may be sent to contact@cluecheck.co.uk within 14 calendar days of the review outcome. The complaint should include the original claim reference, the reason for disagreement and any additional evidence.

1. ClueCheck response: we will respond within 10 business days with the outcome and explanation.
2. Further rights: this process does not prevent the Client from using any complaint, regulatory or legal remedy available under applicable law.

16. Governing Law and Jurisdiction

These Terms and Conditions are governed by English law and subject to the jurisdiction of the courts of England and Wales.

Both parties agree to:

• Attempt amicable resolution via good-faith negotiation before pursuing legal action
• Consider the written claim decision and any internal review outcome before pursuing further action

17. Contact Information

ClueCheck Ltd

• Email: contact@cluecheck.co.uk
• Website: www.cluecheck.co.uk
• Complaint/Claim Contact: contact@cluecheck.co.uk

18. Key Conditions

19. Amendments and Updates

This document was last updated: 29 July 2026