SECTION 1: General Conditions

1.1. This website, accessible at www.11vr10.com, is operated by 11VR10 (2025).

1.2. The Organiser ("11VR10") enables Hosts also known as Establishments ("you") to purchase mystery guest consultancy services (referred to as "Service" or "Services").

1.3. These Terms and Conditions govern your use of our website and services.

1.4. By accessing our website or purchasing a service, you agree to be bound by these Terms and Conditions.

1.5. We reserve the right to refuse service to anyone for any reason at any time. You understand that content you provide (excluding credit card information) may be transferred unencrypted and may:

• (a) be transmitted over various networks; and

• (b) undergo modifications to conform to technical requirements of connecting networks or devices.

Credit and all other payment card information is always encrypted during transmission across networks.

1.6. You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the service, use of the service, or access to the service, including any content on the website, without express written permission from us.

1.7. The headings in this agreement are included for convenience only and do not limit or otherwise affect these Terms and Conditions.

SECTION 2: The Service

2.1. Services are currently available only to hosts within the United Kingdom.

2.2. Any requests or purchases from outside the United Kingdom will not be considered.

2.3. To participate in any service, you must be at least 18 years old at the time of purchase.

2.4. You may not use this website or its services for any unlawful purposes. Additionally, you agree not to violate any applicable laws in your jurisdiction, including but not limited to copyright laws, while using the services.

2.5. The organiser, its employees, and any affiliated professionals are excluded from accessing the services.

2.6. Services Offered:

The service specialises in—mystery guest consultancy services (also known as,  guest evaluations) and involves fieldwork and documentation.

• Services are, real-time in-person interactions with the host establishment (also known as, fieldwork), involving the completion of checks and evaluations, as outlined in the service contract (also known as, service brief and brief), and the sending of conclusive documentation, named, the report, certificate and closing invoice.

2.7. Hosts may purchase services through one of the following methods:

• Online, via email, or by post. Each service is bespoke and includes human prepared documentation, including but not limited to contracts and invoicing, sent either by email or post.

2.8. Service Expectations:

• Details of the services included in each service contract are outlined in the brief and accompanying service deposit invoice, see 3.1.1.. As fulfilling the deposit initiates works, these documents should be carefully reviewed.

2.9. Service Completion Timeframe:

• The completion time for service contracts is up to 56 days from the date of works initiated (i.e., when the service deposit invoice is paid, or on the scheduled start date of the hosts subscription). This includes:

  • Up to 49 days for the fieldwork to be conducted.

  • 7 days for administrative tasks.

2.9.1 Administrative Tasks:

• This includes the collating of fieldwork results and making of the report, certificate and closing invoice, see 3.1.2., and the sending of said documents to host.

2.10. Purchase and Payment:

• The purchase of services should be made only by the host or the designated department within the host establishment responsible for the payment of the deposit and any additional costs associated with the service, including the closing invoice. This department will be identified by the email or address provided in the correspondence service contract.

• We require communication directly with the correct departments responsible for booking services and paying invoices. Given the nature of our services and the need for reimbursements, transparent and effective communication is essential for a successful service.

• If you do not agree to these terms, you should cease using our website and services. (See also Section 3.4).

SECTION 3: Purchases, Payments And Reimbursements

3.1. The successful completion of services requires two separate payments:

• 3.1.1. Service Deposit Invoice:

  • Also known as, deposit

  • Issued post acceptance of the service contract and prior to the commencement of works.

  • The deposit secures the services and initiates the work.

  • It must be paid in full within 14 days from the invoice date.

  • If you choose not to proceed with our services, simply refrain from paying the deposit. Invoices that remain unpaid after 14 days will expire, along with the corresponding service contract.

• 3.1.2. Closing Invoice:

  • Issued upon completion of services.

  • This invoice covers the reimbursement of all costs incurred during the fulfilment of necessary fieldwork.

  • Under no circumstances will the organiser waive the request for reimbursement costs; (also known as, costs incurred and expenses). If you do not agree to this second payment, please refrain from purchasing our services.

  • Reimbursement costs may include, but are not limited to, room fees, travel costs, culinary expenses and any special requests expenses, such as room service.

  • For any unexpected or emergency costs incurred during fieldwork, or other, the organiser and host agree to discuss a fair and reasonable reimbursement cost. 

  • All expenses are documented with receipts and available upon request.

3.2. The closing invoice must be paid within 28 days from the invoice date. Failure to settle the closing invoice within this period will result in a breach of these terms and conditions.

3.3. Payment of the closing invoice marks the financial agreements between the organiser and the host as complete.

3.4. You agree to provide accurate, current, and complete purchase and account information for all transactions conducted through the services. You further agree to promptly update your account and payment information, including your email address, payment method, and payment card expiration date, to facilitate the completion of your transactions.

• We reserve the right to change prices at any time, and all payments will be processed in GBP.

• You agree to pay all charges at the prices in effect at the time of your purchase.

• We reserve the right to correct any pricing errors, even if payment has already been requested or received.

• We also reserve the right to refuse any order placed through our services. In our sole discretion, we may limit or cancel quantities purchased per person, per establishment, or per order.

• These restrictions may apply to orders placed under the same customer account, payment method, or billing/shipping address.

• Additionally, we reserve the right to limit or prohibit orders that, in our judgment, appear to be placed by dealers, resellers, or distributors.

3.5. If an unexpected circumstance, not covered by SECTION 10, causes a delay in the organiser fulfilling the service within these terms and conditions, you agree to discuss and mutually approve an extension of time, typically a 90 day extension.

• If the extension is missed and, a delay caused by the organiser is deemed unreasonable by the host, you agree that the conflict will be resolved through the 100% refund of the deposit and no charge for any costs incurred (i.e., the closing invoice). (See also SECTION 10).

3.6. Expense Threshold:

• For any service where the anticipated fulfilment cost exceeds £1,000.00, the host is required to provide full upfront reimbursement prior to works commencing, typically fulfilled at the deposit stage.

• By making advance payment, the host acknowledges that prepayment is a necessary condition for the execution of the service, ensuring a true-to-guest experience that remains impartial and unaffected by financial constraints. This policy is fundamental to the effective operation of our services.

• The associated closing invoice will reflect this prepayment.

SECTION 4: Confidentiality

4.1. The organiser will not disclose, publish, or share any information related to this agreement, the internal affairs of the host, or the results of the services without the host's prior written consent.

4.2. The organiser will not share any reviews, feedback, or comments regarding completed services with the host without obtaining prior written approval from the host.

4.3. By purchasing a service, the organiser reserves the right to feature the host’s business name and/or logo in client lists displayed on our website and/or within sales materials.

4.4. By purchasing a service, the host agrees to keep all documentation—both pre-service and post-service—confidential and unpublished.

4.4.2. The host may share and publish their experience of working with us, including the use of our business name or logo in client lists, provided that prior written approval is granted by the organiser.

SECTION 5: Personal Data

5.1. The submission of your personal information is subject to our Privacy Policy, which outlines how your data is collected, used, and protected. You can review our Privacy Policy by visiting www.11vr10.com.

SECTION 6: User Representations

6.1. By using the services, you represent and warrant that: (1) You have the legal capacity to enter into and comply with these terms and conditions; (2) You are not a minor under the legal age in the jurisdiction in which you reside; (3) You will not access the website or services through any automated or non-human means, including but not limited to bots, scripts, or similar methods; (4) You will not use the services for any unlawful or unauthorised purposes; (5) Your use of the services will comply with all applicable laws and regulations.

If you provide any false, inaccurate, outdated, or incomplete information, we reserve the right to suspend or terminate your account and deny any current or future use of the services (or any part thereof).

SECTION 7: Third-Party Links

7.1. The website and services may contain links to external websites ("Third-Party Websites") or may direct you to articles, images, text, graphics, videos, software, applications, and other content or materials ("Third-Party Content") belonging to or originating from third parties. These Third-Party Websites and Third-Party Content are not monitored, reviewed, or investigated by us for accuracy, appropriateness, or completeness. We are not responsible for any Third-Party Websites that you access via our website or services, nor for any Third-Party Content posted, available through, or installed from the website or services. This includes, but is not limited to, the content, accuracy, opinions, reliability, privacy practices, or any other policies of such Third-Party Websites or Third-Party Content.

The inclusion of, linking to, or permitting the use of any Third-Party Websites or Third-Party Content does not imply our endorsement or approval of such content. Should you choose to leave the website or services and access any Third-Party Websites or use/install any Third-Party Content, you do so at your own risk, and these Terms and Conditions will no longer apply. We encourage you to review the applicable terms, policies, privacy practices, and data collection methods of any website you visit or application you use through such links.

Any purchases made through Third-Party Websites are conducted through those external sites and with those third-party companies. We are not responsible for any transactions or interactions made with Third-Party Websites. All such dealings are strictly between you and the third party, and we disclaim any liability arising from these interactions. Furthermore, you agree to hold us harmless from any claims, losses, or damages that may occur due to your use of Third-Party Websites or Third-Party Content.

SECTION 8: Contribution License

8.1. By providing information and personal data to us, you consent to our right to access, store, process, and use that information in accordance with the terms outlined in our Privacy Policy and your specific preferences (including your settings).

SECTION 9: Service Management

9.1. We reserve the right, but are not obligated, to: (1) Monitor the Services for any violations of these Terms and Conditions; (2) Take appropriate legal action against any individual who, in our sole discretion, violates the law or these Terms and Conditions, which may include reporting such users to law enforcement authorities; (3) At our sole discretion, and without limitation, refuse, restrict access to, limit the availability of, or disable (to the extent technologically feasible) any Contributions or any part thereof; (4) At our sole discretion, and without notice or liability, remove from the Services or disable files and content that are excessive in size or burdensome to our systems; (5) Manage the Services in a manner intended to protect our rights and property, and ensure the smooth functioning of the Services.

SECTION 10: Cancellation

10.1. Due to the nature of the services provided, all purchases are non-refundable at the point of transaction, with cancellations considered at the sole discretion of the organiser.

10.2. In the event of a cancellation by the host, the organiser reserves the right to retain the deposit and issue an invoice for all work completed up to the point of cancellation, including any expenses incurred as a result of the cancellation, such as but not limited to, fees paid to associated parties, including but not limited to the host.

10.3. Neither party shall be held liable or deemed in default for failure to perform the services due to force majeure events. However, if either party is unable to meet its obligations for an extension period exceeding 90 days, and no resolution is reached after discussion, the other party may terminate this agreement by providing written notice. In such a case, the organiser retains the cancellation rights outlined in 10.1 and 10.2. This provision differs from the failure to perform as addressed in Section 3.5.

SECTION 11: Modifications And Interruptions

11.1. We reserve the right to modify, update, or remove content from the website or services at any time, at our sole discretion, without prior notice. However, we are not obligated to update any information provided through our services. We shall not be liable to you or any third party for any modifications, price changes, suspensions, or discontinuations of the services. While we strive to ensure continuous access to our services, we cannot guarantee that the services will always be available. Technical issues, including hardware, software, or maintenance requirements, may result in interruptions, delays, or errors. We retain the right to amend, suspend, or discontinue the services at any time without notice. You agree that we shall not be held liable for any loss, damage, or inconvenience caused by your inability to access or use the services during periods of downtime or discontinuation. These terms and conditions do not impose any obligation on us to maintain, support, or provide corrections, updates, or new releases for the services.

11.2. The website or services may contain typographical errors, inaccuracies, or omissions, including but not limited to information regarding descriptions, pricing, availability, and other details. We reserve the right to correct any such errors, inaccuracies, or omissions and to update or modify the information on the website or services at any time, without prior notice.

SECTION 12: Disclaimer Of Warranties; Limitation Of Liability

12.1. We do not guarantee, represent, or warrant that your use of our website and services will be uninterrupted, timely, secure, or error-free.

12.2. You acknowledge and agree that we may, from time to time, remove or suspend the services for indefinite periods or discontinue availability at any time, without prior notice to you.

12.3. The organiser shall not be held liable for any errors or omissions in the information provided on the website, brochures, or related to the services.

12.4. Under no circumstances shall the organiser, including our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers, or licensors, be liable for any injury, loss, claim, or any direct, indirect, punitive, special, or consequential damages of any kind. This includes, without limitation, lost profits, lost revenue, lost savings, loss of data, replacement costs, or similar damages, whether arising from contract, tort (including negligence), strict liability, or otherwise. This applies to your use of the Services or any products procured through the services, or any claim related to your use of the website, services, or products. It also includes any errors or omissions in content, or any loss or damage incurred as a result of using the website, services, products, or any content posted, transmitted, or otherwise made available via the services, even if we have been advised of the possibility of such damages. Because some jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, in such jurisdictions, our liability will be limited to the maximum extent permitted by law.

SECTION 13: Additional Limitations

13.1. The services are provided on an "as-is" and "as-available" basis. You agree that your use of the services is at your own risk. To the fullest extent permitted by law, we disclaim all warranties, whether express or implied, in connection with the services and your use thereof, including, without limitation, implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We make no warranties or representations regarding the accuracy or completeness of the content within the services or on any websites or mobile applications linked to the services, and we accept no liability or responsibility for any:

(1) Errors, mistakes, or inaccuracies in the content and materials; (2) Personal injury or property damage of any kind resulting from your access to or use of the services; (3) Unauthorised access to or use of our secure servers and any personal or financial information stored therein; (4) Interruption or cessation of transmission to or from the services; (5) Bugs, viruses, Trojan horses, or other malicious software transmitted to or through the Services by third parties; (6) Errors or omissions in any content or materials, or any loss or damage of any kind incurred as a result of the use of any content posted, transmitted, or otherwise made available via the services.

We do not endorse, guarantee, or assume responsibility for any product or service advertised or offered by third parties through the services, any hyperlinked website, or any website or mobile application featured in any banner or other advertising. We will not be a party to, nor monitor, any transaction between you and third-party providers of products or services. As with any purchase, we recommend exercising good judgment and caution when interacting with third-party products or services.

13.2. In no event shall we, our directors, employees, or agents be liable to you or any third party for any direct, indirect, consequential, exemplary, incidental, special, or punitive damages, including lost profits, lost revenue, loss of data, or any other damages arising from your use of the services, even if we have been advised of the possibility of such damages.

SECTION 14: Indemnification

14.1. You agree to indemnify, defend, and hold harmless the organiser, as well as our parent company, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns, and employees, from any claim or demand, including reasonable attorneys' fees, made by any third party due to or arising from your breach of these Terms and Conditions or the documents incorporated by reference, or your violation of any law or rights of a third party.

SECTION 15: Severability

15.1. If any provision of these terms and conditions is found to be unlawful, void, or unenforceable, such provision will be enforced to the fullest extent permitted by applicable law, and the unenforceable portion will be considered severed from these terms and conditions. This determination will not affect the validity and enforceability of the remaining provisions.

SECTION 16: Termination

16.1. The obligations and liabilities of the parties incurred prior to the termination date will survive the termination of this agreement for all purposes.

16.2. These terms and conditions will remain in effect unless terminated by either you or us. You may terminate these terms and conditions at any time by notifying us that you no longer wish to use our services or by ceasing to use our website.

16.3. These terms and conditions will remain in full force while you use the services. Without limiting any other provision of these terms and conditions, we reserve the right, in our sole discretion and without notice or liability, to deny access to and use of the services (including blocking certain IP addresses) to any person for any reason or no reason, including but not limited to a breach of any representation, warranty, or covenant contained in these terms or any applicable law or regulation. We may terminate your use or participation in the services or delete any content or information you have posted at any time, without warning, at our sole discretion. If we terminate or suspend your account or access for any reason, you are prohibited from registering or creating a new account under your name, a false or borrowed name, or the name of any third party, even if acting on behalf of the third party. In addition to terminating or suspending your account, we reserve the right to pursue appropriate legal action, including but not limited to civil, criminal, and injunctive relief.

SECTION 17: Entire Agreement

17.1. The failure of either party to exercise or enforce any right or provision of these terms and conditions will not be considered a waiver of that right or provision.

17.2. These terms and conditions, along with any policies or operating rules we post on this website or related to the services, constitute the entire agreement and understanding between you and us regarding your use of the services. This agreement supersedes any prior or contemporaneous agreements, communications, or proposals, whether oral or written, between you and us (including any previous versions of these terms and conditions).

17.3. Any ambiguities in the interpretation of these terms and conditions will not be construed against the drafting party.

SECTION 18: Governing Law

18.1. These terms and conditions, along with any separate agreements under which we provide you services, will be governed by and construed in accordance with the laws of the United Kingdom.

SECTION 19: Changes To Terms And Conditions

19.1. You may review the most current version of the terms and conditions at any time by visiting this page.

We reserve the right, at our sole discretion, to update, change, or replace any part of these terms and conditions by posting updates or changes to our website or documentation. It is your responsibility to check our website or documentation periodically for any changes. Your continued use of or access to our website or services after any changes to these terms and conditions are posted will constitute your acceptance of those changes.

END

Privacy Policy, supported by Squarespace, our online store hosting provider.

SECTION 1: Analytics

This website collects personal data to power our site analytics, including:

• Information about your browser, network, and device

• Web pages you visited prior to coming to this website

• Your IP address

This information may also include details about your use of this website, including:

• Clicks

• Internal links

• Pages visited

• Scrolling

• Searches

• Timestamps

We share this information with Squarespace, our website analytics provider, to learn about site traffic and activity.

SECTION 2: Cookies

See ‘Cookies’.

SECTION 3: Visitor Data For Customers

When you are sent and complete an invoice on this website, we collect personal information from you to fulfill the invoice. We may collect information like your:

• Billing and shipping address

• Details relating to your purchase (for example, service)

• Email address

• Name

• Phone number

We share this information with Squarespace, our online store hosting provider, so that they can provide website services to us.

Payment processor Stripe, our online invoicing provider, will also collect payment information from you. You can read their privacy policy at:

• Stripe - payment processing services. You can read Stripe’s privacy policy at https://stripe.com/privacy.

• Sift - fraud monitoring and detection services. You can read Sift’s privacy policy at https://sift.com/service-privacy.

As you complete your invoice, the site may auto-complete your shipping and billing address by sharing what you type with the Google Places API and returning suggestions to you to improve your checkout experience.

SECTION 4: Form Block Submissions

When you submit information to this website via webform, we collect the data requested in the webform in order to track and respond to your submissions. We share this information with Squarespace, so that they can provide website services to us. We also share this information with, 123-Reg, our email hosting provider, for storage. 

• You can read 123-Reg’s privacy policy at, www.123-reg.co.uk.

SECTION 5: Member Site Subscribers

When you subscribe and purchase a membership on this website, we collect personal information from you to enable your member sites access. We may collect information like your:

• Billing and shipping address

• Details relating to your subscription

• Email address

• Name

• Phone number

We share this information with Squarespace, so that they can provide exclusive member site hosting services to us.

As you go through checkout, this site may auto-complete your shipping and billing address by sharing what you type with the Google Places API and returning suggestions to you to improve your checkout experience.

SECTION 6: Website Visitors

This website is hosted by Squarespace. Squarespace collects personal data when you visit this website, including:

• Information about your browser, network and device

• Web pages you visited prior to coming to this website

• Web pages you view while on this website

• Your IP address

Squarespace needs the data to run this website, and to protect and improve its platform and services. Squarespace analyzes the data in a depersonalized form.

SECTION 7: The Use of Share Buttons

We do not enable Share Buttons.

SECTION 8: The Use of Blog Comments

We do not enable comments or Simple Likes.

SECTION 9: Customer Accounts

If you create a customer account on this website, we collect personal information to improve our checkout experience and customer service.

This information may include your:

• Billing and shipping address(es)

• Details about your orders (for example, your shirt size)

• Email address

• Name

• Phone number

We share this information with Squarespace, so they can provide website services to us.

SECTION 10: Abandoned Cart Emails

We do not enable Abandoned Cart Emails.

SECTION 11: Marketing emails

We may send you marketing emails, which you can unsubscribe from by clicking the link at the bottom of the email. We share your contact information with Squarespace, so they can send these emails on our behalf.

SECTION 12: Order and Account Emails

We may email you with messages about your order or account activity. For example, we may email you to tell you that:

• You’ve been sent a new invoice

• Your invoice is outstanding or overdue 

It’s not possible to unsubscribe from these messages.

We share your contact information with Squarespace, and Stripe, so they can send these emails to you on our behalf.

SECTION 13: Fonts

This website serves font files from and renders fonts using Google Fonts and Adobe Fonts. To properly display this site to you, these third parties may receive personal information about you, including:

• Information about your browser, network, or device

• Information about this site and the page you’re viewing on it

• Your IP address

SECTION 14: Scheduling

We do not enable Site Scheduling.

SECTION 15: Squarespace Payments

We may occasionally ask you to pay an invoice from us on the website, for this we use Squarespace Payments as our payment solution. Squarespace Payments is a fully integrated, native payment solution provided to us by our online store service provider Squarespace. Squarespace Payments makes use of the following third party service providers which will also receive your personal information and process it in accordance with their privacy policies:

• Stripe - payment processing services. You can read Stripe’s privacy policy at https://stripe.com/privacy.

• Sift - fraud monitoring and detection services. You can read Sift’s privacy policy at https://sift.com/service-privacy.

END

Squarespace, our online store hosting provider uses cookies.

This website therefore uses cookies and similar technologies, which are small files or pieces of text that download to a device when a visitor accesses a website or app. For information about viewing the cookies dropped on your device, visit the cookies Squarespace uses linked below.

These necessary and required cookies are always used, which allow Squarespace, our hosting platform, to securely serve this website to you. 

These analytics and performance cookies are used on this website, as described below, only when you acknowledge our cookie banner. This website uses analytics and performance cookies to view site traffic, activity, and other data.

For more information: 

• https://www.squarespace.com/cookie-policy/

• https://support.squarespace.com/hc/en-us/articles/360001264507-The-cookies-Squarespace-uses

END