Snap Surveys Returns & Cancellation Policy We hope you are happy with the products and services you purchase from Snap Surveys, but in the event that you need to return a product or cancel an order, please follow this procedure: Survey Software and Survey Templates Our standard suite of survey software products, modules and survey templates are supplied with a 30 day money back guarantee. The 30 day period begins on the earlier of the day you sign for receipt of your order or the day you download our software. If you wish to cancel your order we must have received from you within the 30 day period: written notice from you that you wish to cancel your order; and the items delivered to you, received and signed for back at our offices; and a certificate confirming either that the software has never been installed or that it has been de-installed. This must be on your organisation’s headed paper and signed by an appropriately authorised official of your organisation. Subscription Services Our subscription services are available in a variety of formats, including as a stand alone service or as an addition to survey software or survey templates. They are priced by time period, volume of usage, or a combination of the two. Subscription services must be ordered and paid for in advance and may be cancelled at any time prior to the commencement of the subscription period. Any cancellation of a subscription service during the subscription period is at our absolute discretion and will only be considered in the most exceptional circumstances. Video downloads A variety of video clips are available for download from our website having been ordered and paid for via our web shop. Any refund requests will be reviewed at our absolute discretion and will only be considered in the most exceptional circumstances. If you do make a refund request in respect of a video download it must be accompanied by a certificate on your organisation’s headed paper and signed by an appropriately authorised official of your organisation confirming that the download has never been installed. Manuals Manuals in electronic format are supplied with the relevant products. They are also available from our website. You may print all or sections of these manuals if you choose. If you order hard copy manuals these will be individually printed to your order and delivered to you. As such they are a bespoke product, prepared from the then current version of the master files. As such any refund requests will be reviewed at our absolute discretion and will only be considered in the most exceptional circumstances. Please note that training manuals and materials provided to delegates attending training courses are for the use of delegates only. Any reproduction or distribution of training manuals or materials is strictly forbidden and will be considered a breach of copyright. Snap Plus Membership Snap Plus Membership is free for the first 12 months after purchasing certain Survey Software products, and may last for a longer specified period for some templated survey products. After any free period Snap Plus membership must be ordered and paid for in advance and may be cancelled at any time prior to the commencement of the subscription period. Any cancellation of a subscription service during the subscription period is at our absolute discretion and will only be considered in the most exceptional circumstances. Research Services All research services projects are priced and quoted in advance. This involves agreeing the payment profile relevant to the project and agreeing the fixed and variable elements of the quote. The result of this process is the production of a project acceptance document. Once a project acceptance document has been signed and returned to Research Services, in the event that the project is cancelled, we reserve the right to charge for any work carried out and expenses incurred up to the point of cancellation plus a cancellation fee. Training Courses and Training Suite Hire Training courses are offered in a variety of formats, including but not limited to: scheduled training courses, client specific training days, tailored face to face consultancy sessions and tailored on line consultancy sessions. Our training suites are also available for hire. All training services are priced and quoted in advance and a completed booking form is required prior to course attendance. Payment for training services is required in advance. Cancellations received in writing more than 28 days before the course date will incur no charge. Any fee paid may be used against future training or will be refunded. Cancellations received in writing between 15 and 28 days of the course date will be charged at 50% of the agreed cost of training. The balance of any fee paid may be used against future training or will be refunded Cancellations received in writing less than 15 days before the course date will be charged in full. Alterations to your course attendance date will be charged at £25 per alteration. An appropriate substitute delegate is always welcome. Snap Surveys reserves the right to alter or cancel training courses due to unforeseen circumstances. We reserve the right to refuse training for late arrivals on the training day and, in such instances, will not refund training fees. General Any goods you return to us are done so at your own expense and you should therefore ensure that you take adequate measure for the goods’ safe return. Snap Surveys cannot be responsible for lost packages. This policy does not affect your statutory rights.