Terms of service

Last updated 29 September 2026. This is a starting template — have it reviewed by a solicitor before relying on it.

1. The service

Hidden Visit ("we", "us") provides mystery customer assessments ("Assessments") to business clients ("you"). Each Assessment consists of a trained assessor following an agreed scenario as a prospective customer, and a written report of scores, observations and recommendations.

2. Staff notification

You confirm that your staff have been informed, in general terms, that mystery shopping may take place as part of quality and training activity. They need not be told the date or nature of any individual Assessment. We will not conduct Assessments that amount to undisclosed workplace surveillance.

3. What findings represent

Findings represent one customer journey on one occasion. They are intended to identify process, service and training opportunities. You agree not to base any disciplinary or employment decision solely on a single Assessment, and we do not produce named-employee league tables.

4. Recordings

We do not make covert audio or video recordings. Written observations are recorded by the assessor immediately after each interaction.

5. Scenarios

Scenarios must be lawful, safe and realistic. We will not ask assessors to break the law, put anyone at risk, misrepresent a protected characteristic, or identify employees of your competitors. Assessors will not accept assignments involving friends, relatives or former employers.

6. Fees, expenses and cancellation

Fees are payable in advance by card. Monthly subscriptions renew automatically and may be cancelled at any time; cancellation takes effect at the end of the current billing period and no partial refunds are given. Purchases, meals, admission charges and travel beyond 30 miles are separate expenses, agreed in advance and billed at cost. Assessments already in progress at the time of cancellation will be completed and reported.

7. Confidentiality

We keep your brief, results and reports confidential and disclose them only to your authorised users. Assessors sign confidentiality and data-handling agreements and receive only the information needed to complete the scenario.

8. Data processing

We process personal data as described in our privacy notice. Assessment data is retained for 24 months after the end of your subscription, then deleted.

9. Liability

Reports are provided in good faith based on the assessor's experience. We are not liable for decisions you make in reliance on them. Our total liability in respect of any Assessment is limited to the fee paid for it.

10. Governing law

These terms are governed by the laws of England and Wales.