Cancellation and rescheduling policies, and resulting fees, may differ based on your current subscription type, pricing plan, or Global Research Services (Recruitment, Moderation, etc.) requested. Please review the following carefully and reach out to our team if you have any questions.
- What is your current pricing plan?
For Customers with a Premium, Premium+ or Consumer Reach subscription, Live Support is included on each of your Live Research Sessions. The following terms and cancellation/reschedule fees apply:
- If a Live Session with Live Support is canceled or rescheduled less than 24 hours before the Session's start time, this will count toward your overall Cancellation Rate. Cancellation Rate is calculated quarterly and cannot rise above 15%.
- This means if 15% or more of your total Live Research Sessions scheduled are cancelled or rescheduled within 24 hours of Session Start Time, you will be assessed an additional fee for each session including Live Support for the remainder of the quarter at our ad hoc rates. If you have questions about your current cancellation rate, please contact your Discuss Customer Success Manager.
- Cancellation Rates are calculated on a rolling quarterly basis. Any additional list rate Live Support charges, or other rate agreed upon between both parties, will be invoiced at the beginning of the following quarter.
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Projects NOT Recruited by Discuss
Moderation/ translation
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If a project or a session is canceled/ rescheduled with more than 24hs notice and a translator or moderator has already been booked for your project we will apply 100% of the moderation/ translation charge.
- If booked moderator briefings/debriefs/report presentations need to be canceled or rescheduled, a 100% cancellation/reschedule fee will be applied per call.
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- Have you requested Recruitment, Translation & Moderation via our Global Research Services?
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No Shows and Technical Problems
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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.
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If Discuss.io has recruited for your study and the respondent does not show for the discussion, NO charges will be incurred.
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If technical problems occur with the respondent and the session is canceled/rescheduled NO charges will be incurred
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Respondents
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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.
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Moderators and Translators
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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.
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Training
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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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Moderation/ translation
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If a project or a session is canceled/ rescheduled with more than 24hs notice and a translator or moderator has already been booked for your project we will apply 100% of the moderation/ translation charge.
- If booked moderator briefings/debriefs/report presentations need to be canceled or rescheduled, a 100% cancellation/reschedule fee will be applied per call.
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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.