Terms of service

These terms govern your use of the GuestSignals website and the self-service survey platform described on it. By using the site, submitting a form or subscribing to the platform, you agree to them.

Where a signed service agreement or statement of work exists between GuestSignals and your organisation, that document takes precedence over these terms for the services it covers.

GuestSignals provides a self-service survey platform for restaurants. Clients build scored surveys from their own standards, publish them as open survey links, QR codes or scheduled guest sign-ups, collect and review responses, and read scores, narratives and trends in the platform's reporting.

Program design, visit frequency, turnaround commitments and pricing are set out in your proposal or statement of work. Website content describes our standard approach and is not a promise of a specific outcome.

• Provide accurate information about your locations, formats, opening hours and service standards.
• Nominate contacts who can approve surveys, evidence rules and collection plans within the agreed timeframes.
• Source, brief and, if you choose, reward your own participants, and make sure they understand what the program expects of them.
• Use reports for the operation of your business, and avoid using them for purposes that would identify or harass a participant.
• Keep participant identities confidential if they are ever disclosed to you in error, and tell us immediately if that happens.
• Do not ask us to record unlawful activity, test discrimination, or investigate a named individual employee.

Participants take part in a program run by a GuestSignals client, not by GuestSignals itself. Participants are not employees, agents or contractors of GuestSignals, and any incentive offered for taking part is offered and settled by the client program.

• Complete a survey only if you can visit within the window you selected, and submit the survey within the period the program states, normally 24 hours after the visit.
• Answer only from what you personally observed, and never invent, embellish or copy findings.
• Keep the program confidential: do not tell location staff, post about it on social media or disclose the client or the location.
• Submit the evidence the brief requires, including the itemised receipt, timings and any required photographs.
• Do not request a slot at a location where you are known, employed, or have a family or financial connection.
• Complete one survey per person per period, as enforced by the platform.

Client fees are charged per location, per month, at the rate stated in your proposal, together with any agreed add-ons. The survey builder, unlimited surveys, verification, the review workflow, dashboard access and dataset exports are included in the per-location rate.

Invoices are issued monthly unless your agreement says otherwise. Amounts are payable within the stated terms, exclusive of taxes, which are added where applicable. Fees do not vary with the number of responses you collect, query or exclude, and any incentive you pay your own participants is not part of our fees.

You own the survey responses, scores, narratives, participant lists and exports produced for your program, and may use them within your organisation. GuestSignals retains ownership of its platform, survey architecture, scoring engine, templates, software and know-how, and may reuse general knowledge and techniques across programs.

We will never use your program data to benchmark your brand for another client, and we will not publish findings that identify your locations without your written agreement.

• Do not attempt to gain unauthorised access to any part of the site, its data or the systems behind it.
• Do not scrape, resell or systematically extract content from the site.
• Do not submit false information through our forms, including false shopper applications or enquiries on behalf of another organisation without authority.
• Do not use the site in a way that interferes with its availability or security.

Each party will keep the other's confidential information — including standards, survey questions, weights, results, participant identities and commercial terms — confidential, and use it only to perform the engagement. This obligation continues after the engagement ends, and does not cover information that is already public, independently developed, or required to be disclosed by law.

We provide the platform with reasonable skill and care. Your team controls the review workflow and can query, re-survey or exclude any response that fails your evidence rules before it is released. Website content is provided for general information and may be updated at any time.

To the fullest extent permitted by law, we disclaim implied warranties not expressly stated here. We do not warrant that a program will produce a specific score, sales result or operational outcome, because those depend on decisions your organisation makes.

To the fullest extent permitted by law, neither party is liable for indirect, incidental, special or consequential losses, or for lost profits, revenue or goodwill. Our total liability arising from a program is limited to the fees paid for the services giving rise to the claim in the twelve months before it arose.

Nothing in these terms limits liability that cannot lawfully be limited, including for fraud or wilful misconduct.

Programs run for the term stated in your proposal. Either party may end a program for convenience with the notice period stated there, and either party may end it immediately if the other materially breaches these terms and does not remedy the breach within thirty days of written notice.

On termination, you receive the reports already produced and an export of your program data. Fees for services delivered before termination remain payable.

These terms are governed by the laws of the jurisdiction in which GuestSignals is established, without regard to conflict-of-law rules, and the parties submit to the exclusive jurisdiction of its courts. If any provision is found unenforceable, the rest continues in force.

We may update these terms; the date at the top of this page shows the latest revision, and continued use of the site or services after a change constitutes acceptance. Questions about these terms can be sent to hello@guestsignals.com.