Terms of Business.
These terms describe how EXCEED Hospitality ("EXCEED", "we") is engaged and paid. They apply to every engagement together with the signed proposal or contract for that engagement. Where the two differ, the signed contract prevails.
1 · A staged engagement
Our service is deliberately staged, so a client commits to one step at a time and always knows what the next step will deliver before agreeing to it.
Stage one — consultation. Every engagement begins with an initial offsite meeting to discuss your requirements and agree the parameters of the work: the properties or operations in scope, the standards to be measured against, timings, access and confidentiality arrangements.
Stage two — initial inspection and report. We then carry out the agreed independent assessment and deliver our initial report. The initial report is written to be decisive: it gives you enough information — scores, evidence, priorities and commercial implications — to decide whether you wish to proceed further, and it is yours to keep whatever you decide.
Stage three — the bespoke programme. Should you wish to continue, we design a bespoke programme for your business built on the initial report's findings: standards, training, management routines and verification visits, following the EXCEED Method™ of Discover, Observe, Measure, Transform, Embed and Verify. The programme is proposed in writing with its stages, deliverables and fees set out before you commit.
2 · Fees and payment
Fees are agreed in writing before each stage begins. Each stage is payable in full, upfront, on signature of the contract or stage proposal for that work; work is scheduled once payment is received. Expenses reasonably incurred in delivering the engagement — travel, accommodation and stays required for inspection — are set out in the proposal and invoiced as agreed.
Full-programme engagements. Clients who commit to the complete programme at the outset receive preferential rates compared with engaging the same work stage by stage. The saving is shown in the proposal so the comparison is transparent.
3 · Confidentiality
All conversations, findings, reports and documents are strictly confidential to the client. We do not name clients, publish results or use engagements in marketing without written permission. Inspection evidence, including photographs, is gathered solely for the client's report.
4 · Your side of the engagement
Clients agree to provide the access, information and cooperation reasonably needed for each stage, including safe access to properties and, where agreed, unannounced access for mystery-guest assessments. Findings reflect the operation as experienced on the visit dates.
5 · Postponement and cancellation
Visits postponed or cancelled by the client after payment can be rescheduled by agreement. Where costs have already been incurred — bookings, travel, third-party specialists — these are deducted from any amount rescheduled or refunded. Fees for completed stages are not refundable once the stage's deliverables have been provided.
6 · Reports, materials and method
On payment, reports, manuals and training materials produced for a client belong to that client for use within their business. The EXCEED Method™, the 775-point inspection framework and our working materials remain the property of EXCEED and may not be resold or republished.
7 · Standing of our advice
Our reports and recommendations are independent professional opinion on hospitality standards and their commercial impact. They do not replace legal, financial, safety or regulatory advice, and responsibility for operational decisions remains with the client's management.
8 · General
These terms and every engagement are governed by the law of England and Wales. Questions about these terms are welcome at info@exceedhospitality.com or on 020 8088 9956.