Terms & Conditions

1. Definitions
“You”, “Client” refers to the individual or organisation engaging Humans Made This.

“We”, “Us”, “Our”, “Humans Made This” refers to Humans Made This.

“Services” means customer experience consultancy, strategy, research, audits, workshops, facilitation, insight generation, advisory work, and related professional services as outlined in an agreed quotation or proposal.

“Deliverables” means reports, recommendations, frameworks, presentations, or other outputs produced as part of the Services.

“Project Completion” occurs when the agreed Services or Deliverables have been provided in line with the approved scope.

Approval for work to commence, whether written or verbal, together with payment of any agreed deposit or initial invoice, constitutes acceptance of these Terms & Conditions.

2. Order Agreement
An order agreement is formed once a quotation or proposal issued by Humans Made This is accepted by the Client, either verbally or in writing.
Once an order agreement is in place, Humans Made This will deliver the Services outlined within the agreed scope.

3. Contract With Us
The Client may accept our offer verbally or in writing. Acceptance is formalised once payment of the initial deposit (if applicable) has been received. Work will then begin in accordance with the agreed scope and timeline.

4. Our Commitment
Humans Made This will deliver the Services with reasonable skill, care, and professionalism. We will communicate clearly throughout the engagement and work collaboratively with the Client.

While we aim to meet estimated timelines, delivery schedules may be affected by delays in Client feedback, decision-making, or the provision of required information.

5. Client Responsibilities
The Client agrees to:

• Provide accurate, complete, and timely information required to deliver the Services

• Review and provide feedback within agreed timeframes

• Ensure any materials supplied do not infringe third-party rights
   

Delays or changes caused by the Client may impact timelines, costs, or outcomes.

6. Scope & Change Control
All quotations are based on the scope defined at the proposal stage. Any work requested outside of this scope will be treated as additional work and charged at the agreed hourly or day rate, or quoted separately in writing.

Once a phase of work has been approved, revisions to previously approved stages may incur additional costs.

7. Payments
Unless otherwise stated:

• 25% non-refundable deposit is payable upon acceptance

• 75% is payable upon completion of the agreed Services or Deliverables
   

Invoices are payable within 30 days of issue unless otherwise agreed in writing.

8. Late Payments
We reserve the right to charge interest at 5% per month on overdue invoices, together with any reasonable recovery costs incurred.

For ongoing engagements, Humans Made This reserves the right to pause or withhold Services or Deliverables until outstanding payments are settled.

9. Retainers & Ongoing Advisory Services

Where Services are provided on a retainer or ongoing advisory basis:

• Retainers provide access to a defined amount of time or support within an agreed period

• Retainer time must be used within the billing period and does not roll over unless explicitly agreed

• Unused time is forfeited at the end of each period

• Retainers are billed in advance and are non-refundable once the billing period has commenced

• Work outside the agreed retainer scope will be quoted separately or billed at the standard rate
   

Either party may terminate a retainer arrangement by providing 30 days’ written notice, unless otherwise stated.

10. Out-of-Pocket Expenses
Third-party costs (such as research tools, data access, software platforms, or specialist services) are not included unless explicitly stated and will be billed separately with prior approval.

11. Cancellation & Termination
If the Client cancels an engagement, they remain liable for all work completed up to the point of cancellation.

A project may be deemed cancelled if:

• The Client becomes unresponsive for more than 6 weeks

• Required materials or approvals are not provided, preventing progress
   

In such cases, Humans Made This reserves the right to invoice for work completed, calculated at £30 per hour, or the proportional value of the agreed fee if more than 50% of the project has been delivered.

12. Liability
Humans Made This will not be liable for indirect or consequential loss, including loss of profit, revenue, or business opportunity.

All insights, recommendations, and outputs are advisory in nature. Responsibility for implementation and business decisions remains with the Client.

Our total liability shall not exceed the total fees paid for the Services giving rise to the claim.

13. Guarantee
Humans Made This guarantees that the Services will be delivered with reasonable care and professionalism. Any material errors identified within 6 months of delivery will be corrected at no additional cost.

This guarantee does not apply to changes in market conditions, organisational decisions, or external factors beyond our control.

14. Research Ethics & Responsible Insight
Humans Made This is committed to conducting customer experience research ethically and responsibly.

Where research involves customers, users, employees, or stakeholders, we will:

• Design research activities to minimise harm, discomfort, or undue pressure

• Avoid deceptive, coercive, or misleading practices

• Respect participant anonymity and confidentiality where promised

• Handle personal data in accordance with applicable data protection laws
   

The Client is responsible for ensuring they have the legal right to engage participants. Humans Made This accepts no liability where access or consent has not been appropriately secured by the Client.

Research outputs are intended to inform decision-making and do not guarantee specific behavioural or commercial outcomes.

15. Intellectual Property
Unless otherwise agreed:

• Humans Made This retains ownership of all methods, frameworks, models, processes, and intellectual property, including those developed during the engagement

• Upon full payment, the Client is granted a licence to use Deliverables for internal business purposes
   

Deliverables may not be resold, repackaged, or presented as proprietary methodologies without written consent.

16. Client-Provided Content & Copyright
The Client is responsible for ensuring that any materials supplied do not infringe third-party rights. Humans Made This accepts no liability for copyright breaches relating to Client-provided content.

17. Confidentiality
Both parties agree to treat all non-public information shared during the engagement as confidential unless disclosure is required by law or expressly permitted in writing.

18. Case Studies & Portfolio Use
Humans Made This reserves the right to reference completed projects for portfolio, case study, or marketing purposes unless confidentiality is agreed in writing.

19. Approval & Amendments
Your statutory rights are not affected. Humans Made This reserves the right to update these Terms & Conditions. The version in force at the time of agreement will apply.