- TERMS AND CONDITIONS OF BOOKINGS AND ONLINE PAYMENTS
Last Updated: July 2026
Company Information
These Terms and Conditions apply to services provided by the following companies, as applicable to the service being purchased:
Customer Perceptions Ltd
Company Registration Number: 259880
VAT Registration Number: IE 8259880B
Optimum Results Ltd
Company Registration Number: 247627
VAT Registration Number: IE 8247267P
Registered Address:
The Business Centre
Blackthorn Business Park
Coes Road
Dundalk
Co. Louth
A97 KR59
Ireland
The company responsible for delivering the relevant service will be identified on the applicable proposal, quotation, invoice, payment link, booking confirmation or other written agreement and is referred to throughout these Terms and Conditions as “we”, “us” or “our”.
The individual, organisation or business purchasing or receiving the services is referred to as “the client”, “you” or “your”.
By making a payment, confirming a booking, accepting a proposal or quotation, or instructing us to commence work, you agree to be bound by these Terms and Conditions, together with any specific terms set out in the relevant proposal, quotation, booking confirmation, statement of work or other written agreement.
Where specific terms contained in an agreed proposal, quotation, statement of work or other written agreement differ from these general Terms and Conditions, the specific terms of that agreement will take precedence.
- About Our Services
Customer Perceptions Ltd and Optimum Results Ltd provide a range of professional services, including, but not limited to:
- Customer experience research
- Mystery shopping and compliance programmes
- Surveys and market research
- Customer and employee feedback programmes
- Consultancy and advisory services
- Training and development programmes
- Open and in company training courses
- Mentoring and coaching
- Workshops and facilitated sessions
- Other related professional services
The precise scope of the services to be provided will be set out in the relevant proposal, quotation, booking information, statement of work or other written agreement.
- Quotations and Proposals
Unless otherwise stated, all quotations and proposals are valid for the period specified within the relevant document.
A quotation or proposal does not constitute a confirmed booking or instruction to proceed until the required acceptance and, where applicable, payment or deposit has been received.
Any services requested outside the agreed scope may be subject to additional charges. Where reasonably practicable, these charges will be agreed with the client before the additional work is undertaken.
All prices are exclusive of VAT unless expressly stated otherwise. VAT will be charged at the applicable rate where required.
Any expenses, travel, accommodation, materials, venue costs or other additional costs will be charged as set out in the relevant proposal or quotation.
- Acceptance and Formation of Contract
A contract between the client and the relevant company may be formed when any of the following occurs:
- The client accepts a proposal or quotation in writing
- The client confirms an instruction to proceed
- The client makes a payment or deposit
- The client completes an online booking
- The client accepts these Terms and Conditions through an online checkout or payment process
- We commence work at the client’s instruction
By proceeding with any of the above, the client confirms that they have authority to enter into the agreement and accept these Terms and Conditions.
- Payment
Payment must be made in accordance with the terms stated on the relevant quotation, proposal, invoice, payment link or other written agreement.
For certain projects or services, particularly projects with a total value of less than €1,000 excluding VAT, full payment may be required before work commences.
For larger projects, a deposit, staged payment arrangement or other payment schedule may apply.
Where advance payment or a deposit is required, work will not commence and dates will not be considered fully confirmed until the required payment has been received.
Payment may be made using an approved payment method made available by us, including online payment links.
The client is responsible for ensuring that all payment and billing information provided is complete and accurate.
Unless otherwise agreed in writing, the client is responsible for ensuring that all invoices are paid by the due date stated on the invoice.
We reserve the right to suspend or delay services where payment is overdue.
- Online Payments
Online payment facilities are provided for the convenience of our clients and customers.
By completing an online payment, you confirm that:
- You are authorised to use the selected payment method
- The information provided is accurate and complete
- You agree to pay the amount displayed at checkout
- You have reviewed the details of the service or booking before completing payment
- You agree to these Terms and Conditions
Completion of an online payment does not alter the agreed scope of work or services. The scope remains as set out in the relevant proposal, quotation, booking information or other written agreement.
Payments may be processed through third party payment platforms or payment service providers. The processing of the payment may also be subject to the relevant provider’s terms and privacy practices.
- Training Course and Workshop Bookings
A place on an open training course, workshop or programme is only confirmed once the required booking information and payment have been received, unless otherwise agreed in writing. Places may be limited and are allocated subject to availability.
The person making the booking is responsible for ensuring that all attendee information provided is accurate.
Where a booking is made on behalf of another person, the person making the booking is responsible for ensuring that the attendee is made aware of any relevant programme information, requirements and applicable terms.
Participants are responsible for ensuring that they attend the correct programme at the scheduled date and time and, for online programmes, that they have appropriate technology and internet access.
- Cancellation of Open Training Courses by the Customer
Unless different cancellation terms are expressly stated at the time of booking, the following terms apply to open training courses and workshops:
- Cancellations received more than 10 working days before the scheduled programme date may be eligible for a full refund or transfer to another available programme
- Cancellations received between 5 and 10 working days before the scheduled programme date may be transferred to another available programme, at our discretion, but may not be eligible for a cash refund
- Cancellations received fewer than 5 working days before the scheduled programme date are non refundable
- Failure to attend without prior notice is non refundable
A substitute attendee may attend in place of the original participant at no additional charge, provided we are notified in advance and the substitute meets any applicable programme requirements.
Any statutory rights applicable to consumers are unaffected by these terms.
- Cancellation or Rescheduling by Us
We reserve the right to cancel, postpone, reschedule or amend a training course, workshop, event or programme where reasonably necessary, including due to insufficient participant numbers, trainer illness, circumstances outside our reasonable control or other operational requirements.
Where we cancel a programme and cannot offer a suitable alternative date, any fees paid for the cancelled programme will be refunded.
Where a programme is rescheduled, participants will normally be offered the option to transfer their booking to the new date or, where appropriate, receive a refund.
We reserve the right, where reasonably necessary, to substitute a trainer or facilitator with another suitably qualified and experienced person.
We will not be responsible for indirect costs incurred by participants or clients, including travel, accommodation or other associated expenses, unless expressly agreed in writing.
- Bespoke Training, Consultancy, Mentoring and Professional Services
Dates reserved for bespoke training, consultancy, mentoring, coaching, facilitation or other professional services are allocated specifically to the client.
Unless otherwise stated in the relevant proposal or agreement, the following cancellation terms apply:
- More than 10 working days’ notice, no cancellation fee, although any non recoverable costs already incurred may be charged
- Between 5 and 10 working days’ notice, 50% of the agreed delivery fee may be charged
- Fewer than 5 working days’ notice, 100% of the agreed delivery fee will be charged
Where possible, we may, at our discretion, seek to reschedule rather than cancel the service.
Any external costs already committed or incurred, including trainer costs, consultant costs, travel, accommodation, venue hire, materials or other third party costs, may remain payable in addition to any applicable cancellation fee.
Where a client repeatedly reschedules or postpones agreed delivery dates, we reserve the right to treat the booking as cancelled and apply the applicable cancellation terms.
- Research, Mystery Shopping and Project Based Services
Research, mystery shopping, survey, compliance and other project-based services are delivered in accordance with an agreed scope, methodology, timeline and pricing structure.
Once a project has commenced, costs may already have been incurred in areas such as:
- Project set up
- Questionnaire or survey development
- System configuration
- Client onboarding
- Recruitment
- Scheduling
- Fieldwork preparation
- Shopper, auditor or researcher training
- Data collection
- Quality control
- Reporting
- Third party services
Accordingly, payments made in respect of work already completed or costs already incurred are non-refundable.
If a client requests the cancellation, suspension or material reduction of a project after work has commenced, the client will remain responsible for:
- Work completed up to the date of cancellation or suspension
- Costs and commitments already incurred
- Non-cancellable third party costs
- Any reasonable costs associated with winding down, suspending or reconfiguring the project
Where a project is cancelled before completion, any amount payable will be determined by reference to the work completed, resources committed and costs incurred at the date of cancellation.
- Client Responsibilities
The client is responsible for providing all information, materials, access, approvals, decisions and cooperation reasonably required to allow us to deliver the agreed services.
The client is responsible for ensuring that information supplied to us is accurate, complete and provided within the required timeframe.
We will not be responsible for delays, additional costs or other consequences resulting from inaccurate, incomplete or delayed information supplied by the client or a third party acting on the client’s behalf.
The client is responsible for obtaining any internal approvals, permissions or authorisations required for the services to proceed.
- Client Delays, Changes and Additional Work
Delays in receiving information, feedback, approvals, access or other required inputs may result in changes to the agreed delivery timeline.
Where a client delays or suspends a project for a significant period, we reserve the right to review:
- The delivery schedule
- Resource and personnel availability
- Previously agreed timelines
- Pricing and costs
- The overall scope of work before recommencing the project.
Material changes to the agreed scope, methodology, participant numbers, locations, delivery format, project requirements or timescales may result in additional charges.
Any additional work requested outside the agreed scope may be separately quoted or charged at the applicable rate.
- Refunds
Where a refund is due, it will normally be returned using the original payment method where practicable.
Refund processing times may vary depending on the payment provider and financial institution.
We reserve the right to deduct any properly due charges, non-recoverable costs or amounts relating to services already provided before issuing a refund, where legally permitted.
Nothing in these Terms and Conditions affects any statutory rights that cannot legally be excluded or restricted.
- Consumer Purchases and Statutory Cancellation Rights
Where you purchase services from us as a consumer rather than in the course of a business, trade or profession, you may have additional statutory rights under Irish and European Union consumer protection law.
Where applicable, consumers purchasing services online may have a statutory right to cancel the contract within 14 days without giving a reason.
If you expressly request that the service begins during the statutory cancellation period and subsequently exercise a statutory right to cancel, you may be required to pay a proportionate amount for services provided up to the date of cancellation.
Where a service has been fully performed during the cancellation period following your express request and acknowledgement, your statutory right to cancel may cease in accordance with applicable law.
Where a booking relates to a service or event for which a specific date or period of performance has been agreed, different statutory cancellation rules may apply.
Nothing in these Terms and Conditions limits or excludes any consumer rights that cannot legally be limited or excluded.
- Intellectual Property
Unless otherwise agreed in writing, all intellectual property rights in training materials, presentations, course content, methodologies, questionnaires, frameworks, templates, reports, tools and other materials developed or supplied by us remain the property of Customer Perceptions Ltd, Optimum Results Ltd or the relevant third-party owner.
Materials supplied to a client or participant are for their own internal or personal use and may not, without prior written permission, be:
- Reproduced for commercial purposes
- Resold
- Published publicly
- Distributed to third parties
- Used to deliver training to others
- Copied or substantially reproduced
- Modified and represented as the work of another party
Where bespoke materials are created for a client, the specific intellectual property arrangements may be set out in the relevant proposal or agreement.
Payment for a service does not automatically transfer ownership of our pre-existing intellectual property, methodologies, templates, systems, tools or know how.
- Confidentiality
Each party agrees to treat confidential information received from the other party as confidential and to use it only for the purposes of delivering or receiving the agreed services.
This obligation does not apply to information that:
- Is already publicly available through no breach of confidentiality
- Was lawfully known before disclosure
- Is received lawfully from a third party
- Must be disclosed by law, court order or regulatory requirement
Additional confidentiality arrangements may apply to specific projects and may be set out in a separate agreement, non-disclosure agreement, proposal or contract.
- Data Protection
We process personal data in accordance with applicable data protection legislation, including the General Data Protection Regulation and the Data Protection Act 2018.
Personal information provided in connection with a booking, payment or service may be used for purposes including:
- Processing the booking or payment
- Delivering the requested service
- Communicating regarding the booking, programme or project
- Managing the client relationship
- Maintaining appropriate financial and business records
- Meeting legal and regulatory obligations
Further information regarding how personal data is processed is available in our Privacy Policy.
Where the nature of a project requires a separate Data Processing Agreement or other data protection arrangement, this may be agreed separately between the parties.
- Service Delivery
We will provide services with reasonable skill, care and professionalism.
While we will make all reasonable efforts to meet agreed timelines, delivery dates may be dependent on client cooperation, participant availability, fieldwork conditions, third parties and other factors outside our reasonable control.
Any timelines provided are estimates unless expressly confirmed as fixed contractual deadlines.
We reserve the right to use appropriately qualified employees, associates, trainers, consultants, researchers, mystery shoppers, auditors, subcontractors or other personnel in the delivery of our services where appropriate.
- Results and Outcomes
Training, consultancy, mentoring, research and other professional services are designed to support clients and participants in achieving their objectives. However, specific commercial, operational, financial, behavioural or personal outcomes cannot be guaranteed.
Research, survey and mystery shopping findings reflect the information and observations collected through the agreed methodology and during the relevant period.
Research findings and reports should be interpreted in the context of the agreed methodology, sample size, project scope and any limitations identified.
- Third Party Services and Platforms
We may use third party platforms, software and service providers to facilitate:
- Bookings
- Payments
- Communications
- Training delivery
- Research
- Data collection
- Reporting
- Project management
- Other aspects of our services
Use of such platforms may also be subject to the relevant provider’s own terms and privacy policies.
We are not responsible for interruptions, outages or failures caused solely by third party systems or service providers outside our reasonable control.
- Liability
Nothing in these Terms and Conditions excludes or limits liability where such liability cannot legally be excluded or limited.
To the fullest extent permitted by law, we will not be liable for:
- Indirect or consequential losses
- Loss of profit
- Loss of business
- Loss of revenue
- Loss of opportunity
- Loss arising from circumstances outside our reasonable control
Where liability can lawfully be limited, our total aggregate liability in connection with a particular service or project will not exceed the total fees paid or payable to us for that specific service or project, unless otherwise expressly agreed in writing.
The client is responsible for decisions made or actions taken based on consultancy, training, research, reports or other information provided as part of our services.
- Force Majeure
We will not be responsible for delay or failure to perform our obligations where this results from circumstances beyond our reasonable control.
Such circumstances may include, but are not limited to:
- Severe weather
- Natural disasters
- Public health emergencies
- Transport disruption
- Industrial action
- Government restrictions
- Failure of essential technology or utilities
- Widespread telecommunications disruption
- Other unforeseen events outside our reasonable control
Where such circumstances occur, we will make reasonable efforts to minimise disruption and, where appropriate, reschedule the affected services.
- Complaints
If you are dissatisfied with any aspect of our services, please contact us as soon as possible so that we have an opportunity to investigate and address the matter.
We will seek to handle complaints fairly, promptly and professionally.
Where a concern relates to an ongoing project or service, the client should raise the matter as soon as reasonably practicable to allow us an opportunity to address it during the delivery period.
- Governing Law and Jurisdiction
These Terms and Conditions and any contract arising from them are governed by the laws of Ireland.
Any dispute arising in connection with these Terms and Conditions or the services provided will be subject to the jurisdiction of the Irish courts, unless applicable consumer law provides otherwise.
- Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful or unenforceable, that provision will be treated as modified to the minimum extent necessary or, where modification is not possible, removed.
The remaining provisions will continue in full force and effect.
- Entire Agreement
These Terms and Conditions, together with the relevant proposal, quotation, booking confirmation, statement of work and any other expressly agreed written terms, constitute the agreement between the parties in relation to the relevant services.
Nothing in this section limits liability for fraud or fraudulent misrepresentation.
- Changes to These Terms
We may update these Terms and Conditions from time to time.
The version applicable to a transaction or engagement will normally be the version in effect at the time the booking, purchase, payment or agreement is made, unless otherwise agreed in writing.
- Privacy Policy
Your privacy is important to us. We process personal data in accordance with applicable data protection legislation, including the General Data Protection Regulation (GDPR) and the Data Protection Act 2018. Our Privacy Policy explains in more detail how we collect, use, store and protect personal information, as well as the rights available to individuals in relation to their personal data.
For further information, please read our [Privacy Policy], available on our website.
- Contact and Company Details
Customer Perceptions Ltd
Company Registration Number: 259880
VAT Registration Number: IE 8259880B
Optimum Results Ltd
Company Registration Number: 247627
VAT Registration Number: IE 8247267P
Registered Address
The Business Centre
Blackthorn Business Park
Coes Road
Dundalk
Co. Louth
A97 KR59
Ireland
If you have any questions regarding these Terms and Conditions, a booking, payment, cancellation or refund, please contact the relevant company using the contact details provided on your quotation, proposal, invoice, booking confirmation or company website.