Terms & Conditions

1. About Product of Experience

Product of Experience ("we", "us", "our") provides consultancy, advisory, design, and delivery services related to product strategy, customer experience, service design, digital transformation, and emerging technologies.

These Terms apply to all work carried out unless superseded by a separate written agreement. Where a separate proposal, statement of work, or client contract exists, that document takes precedence over these Terms.

2. Scope of Services

We provide services including (but not limited to):

• Product and customer experience consultancy
• UX audits, service design, and customer-journey redesign
• Automation of internal processes and admin
• Strategy workshops and facilitation
• Research, analysis, and recommendations
• Design concepts, prototypes, and documentation
• Website and AI-enabled solutions (where agreed)
• Training for client teams
• Advisory support on tools, platforms, and technologies

Specific deliverables, timelines, and fees will be outlined in a proposal, statement of work, or written agreement.

3. Nature of Consultancy

• Our services are advisory and collaborative.
• We provide recommendations, not guarantees.
• Where we agree success measures or KPIs, we work towards them but cannot guarantee specific results, as outcomes are influenced by factors outside our control.
• Outcomes depend on client decisions, implementation, market conditions, and internal capability.
• We do not accept responsibility for business, financial, or operational decisions made by the client.

4. Fees & Payment

• Fees are agreed in advance and stated in writing.
• All prices are quoted exclusive of VAT unless stated otherwise. VAT at the prevailing rate will be added to invoices where applicable.
• For projects, we typically invoice 50% on signature and 50% on completion, or at the end of the first month for ongoing work.
• Invoices are payable within 30 days of issue unless agreed otherwise.
• Third-party subscriptions, licences, domains, hosting, and similar costs are not included in our fees and are the client's responsibility.
• Travel and pre-agreed expenses are billed in addition.
• Late payments may result in work being paused until payment is received. We reserve the right to charge statutory interest on overdue invoices under the Late Payment of Commercial Debts (Interest) Act 1998, currently 8% above the Bank of England base rate.

5. Cancellations & Rescheduling

Workshops / Sessions

• Cancellations with more than 5 working days' notice may be rescheduled without charge.
• Cancellations within 5 working days will be charged in full.

Retained / ongoing engagements (the Engine)

• Retained engagements run on a six-month rolling term, renewing for a further six months unless cancelled.
• To cancel, provide written notice before the next six-month term begins.
• Once a term has started, the remainder of that term remains payable.
• Work completed up to termination remains payable.

6. Refunds & Statutory Cancellation Rights

Business clients (B2B)

Our services are primarily provided to businesses. Where you are engaging us in the course of a trade, business, or profession, the Consumer Contracts Regulations 2013 cooling-off rights do not apply. Refunds are governed by the cancellation terms in Section 5 and any written agreement.

Individual and pre-incorporation clients

Where you are an individual not acting in the course of a business — including founders who have not yet incorporated — you may have a statutory right to cancel within 14 days of entering into a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you ask us to begin work during this 14-day period, you acknowledge that:

• Your cancellation right lapses once the services have been fully performed, and
• If services have been partly performed at the point of cancellation, you remain liable for a proportionate fee reflecting work completed to that point.

To exercise your right to cancel, notify us in writing at scott@productofexperience.com within 14 days of the contract being agreed.

7. Support After Delivery

• We will correct faults in work we delivered, arising from that work, within a reasonable period at no extra charge.
• Ongoing maintenance, changes, and optimisation are available under a retained engagement (the Engine).
• More complex platforms (for example, high-volume e-commerce) may require dedicated engineering support, which we will scope separately.
• Where a client takes support in-house, we will agree a reasonable handover.

8. Intellectual Property

• Unless agreed otherwise, all pre-existing IP remains the property of the original owner.
• Upon full payment, we grant the client a non-exclusive, perpetual licence to use the deliverables for their internal business purposes. Ownership of the deliverables remains with Product of Experience unless full assignment is explicitly agreed in writing.
• We retain the right to reuse general knowledge, frameworks, and non-confidential learnings.

9. Confidentiality

Both parties agree to keep confidential any sensitive or proprietary information shared during the engagement and for a period of three (3) years following its conclusion, unless:

• Required by law
• Already public
• Explicitly agreed otherwise in writing

10. Third-Party Tools & Platforms

• We may recommend or work with third-party tools and services.
• Subscription, licence, and usage costs for those tools are the client's responsibility unless agreed otherwise.
• We are not responsible for outages, changes, pricing, or performance of third-party providers.
• Any third-party contracts are between the client and the provider.

11. Limitation of Liability

To the maximum extent permitted by law:

• Our liability is limited to the total fees paid for the relevant engagement.
• We are not liable for indirect, consequential, or loss-of-profit damages.
• Nothing in these Terms limits our liability for fraud, or for death or personal injury caused by our negligence, or for any other liability that cannot be excluded by law.
• Nothing in these Terms affects any statutory rights you may have as a consumer.

12. Data Protection

• Where applicable, both parties agree to comply with UK GDPR and the Data Protection Act 2018.
• We keep client and project data in UK or EU-based storage where practical. Some third-party tools, including AI services, may process data outside the UK and EU; we agree what data is included and exclude confidential information unless agreed. See our Privacy Policy.
• Where we process personal data on your behalf as part of delivering our services, we act as a data processor. In such cases, we will process that data only on your documented instructions and in accordance with applicable data protection law. We will not engage sub-processors without your prior written consent, except where noted in our Privacy Policy.
• We do not act as a data controller of your clients' data unless explicitly agreed.

13. Testimonials & Case Studies

• Unless agreed otherwise, we may reference anonymised outcomes or high-level case studies for marketing purposes.
• No confidential or sensitive details will be shared without permission.

14. Entire Agreement

These Terms, together with any written proposal, statement of work, or client contract, constitute the entire agreement between the parties and supersede all prior discussions, representations, and understandings. No variation to these Terms is effective unless agreed in writing by both parties.

15. Dispute Resolution

In the event of a dispute, both parties agree to attempt to resolve the matter in good faith through direct discussion before initiating formal legal proceedings. Either party may, by mutual agreement, refer a dispute to mediation.

16. Governing Law

These Terms are governed by the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of its courts.