Cancellation Policy

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The Cancellation Policy is applicable for Live Qual & Async Research.

 

It may differ depending on your current pricing plan and services requested through our Global Research Services team. Please review carefully.

 

 

Unlimited Subscription Customers Ad Hoc Customers 

For Customers with Live Support Included

If a session with Live Support is canceled or rescheduled with less than 24 hours of notice, Discuss will count the cancellation toward an overall "Cancellation Rate". If your Cancellation Rate for sessions exceeds 15%, Discuss will be entitled to an additional invoice for Premium Live Interview Tech Support for any cancellations after that.

Total cancellations will be calculated quarterly and any additional charges will be issued at the then-current ad-hoc rate for Premium Live Interview Tech Support (as of the date of such calculation) or at any other agreed rate between the Parties.

 

 

Projects Recruited by Discuss Projects NON Recruited by Discuss

 

  • No Shows and Technical Problems
    • Customers who do not show up for their discussions will be charged according to the less than 24-hour notice cancellation policy and will be considered a NO SHOW. Our staff will wait for 10 minutes after which the discussion will be canceled and billed.

    • If Discuss.io has recruited for your study and the respondent does not show for the discussion, NO charges will be incurred.

    • If technical problems occur with the respondent and the session is canceled/rescheduled NO charges will be incurred

  • Respondents
    • Discuss.io pays respondents FULL incentives when interviews are canceled less than 24 hours before the scheduled interview. When we must re-recruit (in case the original respondent is not available at the new time), we charge an additional fee.

  • Moderators and Translators
    • External third-party moderators and translators charge Discuss.io when cancellations happen and 100% of this expense is invoiced to the client.

    • If booked moderator briefings/debriefs/report presentations need to be canceled or rescheduled, a 100% cancellation/reschedule fee will be applied per call.
  • Training
    • Customers who do not show up for their scheduled training will be charged according to the less than 24-hour notice cancelation policy and will be considered as NO SHOW. Our training staff will wait for 20 minutes after which the training will be canceled and billed.

 

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