Terms of Service

1. Service Scope

Conversantix provides customer experience consulting services including CSAT optimisation, retention strategy, conversion training, and reputation management. The specific scope of each engagement is defined in a written Statement of Work (SOW) agreed before work commences.

2. Engagement & Payment

All engagements begin with a written SOW outlining deliverables, timeline, and fees. Payment terms are specified in each SOW — typically 50% upfront and 50% on completion of the defined phase. We accept payment via bank transfer, Wise, and Stripe. Late payments (beyond 14 days) may incur a 2% monthly fee.

3. Deliverables & Ownership

Everything we build for you during an engagement is yours. On receipt of full payment, you own all strategy documents, playbooks, scripts, decision trees, quality frameworks, reports and training material we produce for you, together with any improvements or revisions we make to them during the engagement. Ownership transfers to you outright — we do not retain a licence, and you do not need our permission to use, adapt, copy or share them within your business.

This also applies to work built on top of your existing material: improvements we make to your processes, scripts or documentation belong to you.

Two things sit outside this. First, the general skills, know-how and methods our consultants bring to the work remain ours, and nothing here prevents us using that experience for other clients — though we will never reuse your material, data or results. Second, we may reference the type of engagement in anonymised terms, never its contents or your identity, unless you ask us in writing not to.

4. Website Content

The content of conversantix.com — including the articles, playbooks, glossary, CX metrics library, downloadable templates, and the design and code of the site itself — is owned by Conversantix and protected by copyright.

You are welcome to read it, share links to it, and use the downloadable templates inside your own organisation. You may not republish, resell, or present it as your own work, and you may not reproduce substantial parts of it commercially without our written permission.

"Conversantix" and our logo are our trademarks. COPC is a trademark of its respective owner; our references to the COPC Customer Experience Standard describe our methodology and do not imply certification, endorsement or affiliation.

5. Liability

Conversantix provides strategic advice and implementation support. Outcomes depend on your team's execution of agreed strategies. We are not liable for business outcomes that result from failure to implement recommendations, market changes outside our control, or pre-existing technical or operational constraints not disclosed during scoping. Our maximum liability in any engagement is limited to fees paid for that specific engagement.

6. Cancellation Policy

You may cancel an engagement with 14 days written notice. Work completed up to the cancellation date will be invoiced at the agreed day rate. Upfront payments for work not yet commenced are refundable within 30 days of cancellation request. We reserve the right to cancel an engagement if access to necessary team members, data, or systems is not provided within 10 business days of project start.

7. Confidentiality

Both parties agree to keep all engagement materials, business data, and client information confidential. We will not share your company's data, strategies, or performance metrics with any third party without your written consent.

8. Governing Law

These terms are governed by applicable law. Disputes will first be addressed through good-faith negotiation before any formal proceedings.

9. Changes to These Terms

We may update these terms from time to time — for example if our services change or the law requires it. When we do, we will revise the "Last updated" date at the top of this page.

Changes apply from the date they are published and do not alter the terms of an engagement already underway. Where a Statement of Work is in force, its terms govern that engagement, and any change to these terms that would affect it will be agreed with you in writing.

We recommend reviewing this page when you begin a new engagement.

10. Contact

Questions about these terms: support@conversantix.com