Agreement for using ClueCheck services
ClueCheck Ltd
Registered office: 184 Shepherds Bush Road, Wework, London, England, W6 7NL
Effective Date: 2026-07-29
Last Updated: 2026-07-29
These Terms govern use of the ClueCheck website, client portal, shopper portal, mystery shopping, customer-experience evaluation, reporting, consultancy and related services. By creating an account, placing an order, accepting an assignment, accessing a portal or using the Services, you confirm that you accept these Terms.
If you act for a company or other organisation, you confirm that you have authority to bind it. The applicable Order, quotation or Statement of Work may add project-specific requirements. If there is a conflict, the accepted Order takes priority for that project.
These Terms are read together with the accepted Order, any applicable Data Processing Addendum or other agreed data-processing terms, the Privacy Policy, the Cookie Policy, the 30-day Re-evaluation Guarantee Terms and the portal rules shown to the relevant user. A project-specific Order prevails over these Terms only for the conflicting project detail; the Privacy Policy, Cookie Policy and data-protection obligations continue to apply to the relevant processing.
ClueCheck provides structured observational research using approved briefs, scenarios, evidence requirements and quality review. A Report reflects the specific location, date, time, scenario and Shopper perspective recorded during an Assignment. It is not a guarantee that the same result will occur at every location, on every date or with every employee.
Reports are normally delivered within 7 days of the completed visit where the Client has supplied the required information and the Report passes quality review. Dates are estimates unless an Order expressly makes them binding. We may pause, amend or refuse an Assignment that is unsafe, unlawful, discriminatory, misleading or inconsistent with professional standards.
An Order may specify locations, objectives, scenario, target interaction, sample size, visit window, purchase requirements, recording permissions, evidence rules, expenses, delivery format, fees and acceptance criteria. Changes to the brief, store list, visit pattern or evidence requirements must be agreed in writing and may change the price or timetable.
The Client must provide complete and lawful instructions, accurate locations and access arrangements, required reference materials, a nominated contact and timely approvals. The Client is responsible for notices, permissions and legal bases required for employee monitoring, photography, recording, customer data or personal data supplied to ClueCheck.
A mystery-shopping result must not be used as the sole basis for dismissal, disciplinary action, withholding pay or another material employment decision. The Client remains responsible for employment, equality, health and safety, regulatory and data-protection compliance relating to its personnel and locations.
ClueCheck may decline or pause an instruction that requires deception beyond the approved scenario, unsafe conduct, unlawful recording, discrimination, harassment, trespass, inducement, retaliation or any activity that could put a Shopper, staff member, customer or member of the public at unreasonable risk.
We use the email address provided with a sample report, quotation or trial request to deliver the requested material and respond to the enquiry. Marketing is separate from fulfilment and is sent only where permitted by the recorded consent or applicable law. You may opt out at any time.
Subject to payment in full, ClueCheck grants the Client a non-exclusive right to use the final approved Report internally for service improvement, training, quality assurance, operational management and compliance. The Client must keep Reports confidential and share them only with people who need to know and are bound by confidentiality obligations.
The Client must not publish, sell, externally distribute, alter misleadingly, use for advertising or public comparison, identify or retaliate against a Shopper, or reverse-engineer ClueCheck methodology without written consent. ClueCheck retains ownership of its templates, methodology, scoring systems, training materials, portal software and intellectual property.
The Client retains ownership of Client Data. The Client grants ClueCheck a limited, non-exclusive licence to host, reproduce, adapt and use Client Data only as necessary to provide, quality-check, secure, support and administer the Services, comply with law, resolve disputes, maintain operational records, and develop aggregated or de-identified service improvements. ClueCheck will not sell Client Data or use identifiable Client Data for unrelated marketing without the required lawful basis or consent.
No Shopper may make an audio recording, video recording, photograph, screen recording or other capture of an identifiable person unless the Order expressly authorises it and ClueCheck approves it. Where evidence collection is authorised, the Client is responsible for confirming the lawful basis, necessity, proportionality, notices and retention requirements for its campaign.
ClueCheck may redact, anonymise, restrict access to or decline evidence that is unlawful, unsafe, disproportionate, offensive or irrelevant. Evidence may be quality-checked and pseudonymised before delivery. We do not guarantee that every interaction can be recorded or that a particular person will be identifiable.
Shoppers must be at least 18, legally entitled to work as an independent contractor where applicable, capable of entering into an agreement and able to provide accurate payment information. A Shopper is not an employee, worker, agent, partner or representative of ClueCheck or a Client, and is not guaranteed assignments or minimum earnings.
Shoppers are responsible for their own tax, National Insurance, insurance, equipment, transport, permits and legal obligations unless mandatory law provides otherwise. ClueCheck may verify identity, eligibility, conflicts, performance history, payment details and other information reasonably required for quality, payment and fraud prevention.
Shopper fees and approved reimbursements are payable only after the Assignment and Report have passed quality review, normally within 14 days of approval. We may reject or withhold payment for no-show, late completion, fraud, fabrication, missing proof, conflict of interest, unsafe conduct or material non-compliance, giving reasonable reasons and an opportunity to clarify minor defects.
Each party must keep the other party's Confidential Information confidential and use it only to provide or receive the Services. Disclosure is permitted only to personnel, advisers, insurers, auditors or authorities who need to know, are bound by confidentiality duties, or where disclosure is required by law. This obligation continues for as long as required to protect trade secrets and personal data.
Confidential Information does not include information that is publicly available without breach, was lawfully known before disclosure, is independently developed without using the information, or is lawfully received from a third party without a duty of confidence. A party required to disclose information by law will, where legally permitted, give advance notice and disclose only what is required. For other Confidential Information, the duty continues for five years after the relevant Order ends; trade secrets and personal data remain protected for as long as the relevant legal duty applies.
Each party must comply with applicable data-protection law, including the UK GDPR, Data Protection Act 2018 and PECR, and the Brazilian LGPD where applicable. Depending on the processing activity, ClueCheck may act as an independent controller for leads, shoppers, payments, security and legal compliance, or as a processor acting on documented Client instructions.
The Client must have a lawful basis and provide required privacy information before supplying personal data or instructing collection. Neither party should provide special-category data, criminal-offence data, children's data, payment-card data, health data or government identifiers unless expressly approved in writing and covered by suitable terms. ClueCheck may use aggregated and de-identified data to improve its Services without identifying a Client, Shopper or individual.
Where ClueCheck processes personal data as a processor for a Client, the parties will follow the applicable data-processing terms and documented instructions, including confidentiality, security, approved sub-processors engaged under appropriate contractual protections, assistance, breach and deletion or return requirements. The Client remains responsible for the accuracy, lawful collection and instructions relating to Client Data.
Portal credentials are personal to the authorised user. Users must keep passwords secure, avoid sharing accounts and promptly report suspected unauthorised access. Users must not access another person's data, upload malware or unlawful material, bypass security, scrape the portal, overload systems, reverse-engineer the Services or use bots without written consent.
We may monitor portal use for security, support, compliance and fraud prevention and may suspend access where reasonably necessary. The portal is provided on an available-service basis and may be temporarily unavailable for maintenance, updates, backups or security changes.
We may send operational, account, payment, security and legal communications necessary to provide the Services. We use contact details supplied in an enquiry, sample-report request, quotation or order to respond and provide requested material. Marketing is separate from fulfilment and will be sent only where permitted by applicable law, with a clear opt-out. Opting out of marketing does not stop essential service communications.
ClueCheck will provide the Services with reasonable care and skill. Reports are observational inputs, not exhaustive audits, forensic investigations, legal advice, certification or a guarantee of legal compliance or commercial results. The Client remains responsible for decisions made using Reports.
Nothing excludes liability that cannot lawfully be excluded, including fraud or death or personal injury caused by negligence. Subject to that protection, ClueCheck's aggregate liability for an Order is limited to the total fees paid or payable under the relevant Order in the 12 months immediately preceding the event giving rise to the claim. We are not liable for indirect or consequential loss, loss of profit, revenue, goodwill, opportunity or anticipated savings, to the extent permitted by law.
The Client will indemnify ClueCheck, its personnel and appointed Shoppers against claims, losses, penalties and reasonable costs arising from unlawful or unsafe Client instructions, defective or misleading Client Data, missing permissions or notices, or the Client's misuse of a Report, except to the extent caused by ClueCheck's own breach, negligence or wilful misconduct.
Nothing in these Terms limits a consumer's statutory rights or any right or remedy that cannot lawfully be excluded or restricted.
Where an Order or the website expressly states that the 30-day Re-evaluation Guarantee applies, the separate 30-day Re-evaluation Guarantee Terms govern eligibility, evidence, exclusions, timescales and the available remedy. The guarantee is a service remedy, not a promise of commercial results, legal compliance or a cash refund.
Unless the applicable Guarantee Terms expressly state otherwise, the guarantee does not cover Shopper fees, purchase reimbursements, travel, parking, third-party charges, taxes or other pass-through costs. Statutory rights remain unaffected.
We may suspend or terminate an account, Assignment, Order or access immediately where there is fraud, security risk, non-payment, unlawful conduct, serious confidentiality or privacy breach, unsafe instruction or other material breach. Accrued fees, approved expenses and committed third-party costs remain payable after termination.
Complaints should be sent to contact@cluecheck.co.uk with enough detail to investigate. We may update these Terms from time to time; material changes will be notified through the website, portal or email and will not retrospectively change a completed Order without agreement.
These Terms are governed by the laws of England and Wales. Subject to mandatory law, the courts of England and Wales have exclusive jurisdiction.
Email: contact@cluecheck.co.uk
Phone: 07424 445495
Registered office: 184 Shepherds Bush Road, Wework, London, England, W6 7NL