Client Terms

1. About these terms

These terms apply to any business, team or individual that uses Survvo to commission research ("Client", "you"). Survvo is operated by Survvo Insights and Technology Ltd (RC 9565265), a company registered in Nigeria with its registered office at 25, Fakorede Street, Shomolu, Lagos ("Survvo", "we", "us").

These terms, our Pricing Plan, our Privacy Policy and any order or study confirmation we agree with you together form the agreement between us. If an order or signed agreement says something different from these terms, the order or signed agreement wins for that study. If you accept these terms for an organisation, you confirm you are authorised to bind it.

2. Key words used in these terms

• Study: a research project you commission through Survvo, such as a survey, interview series, focus group, usability or product test, or diary study.
• Study Brief: what you tell us you want to learn, who you want to hear from, and any materials you provide.
• Participant: a verified person in Survvo's panel who takes part in a Study.
• Field Researcher: a researcher vetted and engaged by Survvo to run or support Studies.
• Incentive: the naira amount Survvo pays a Participant for completing a Study.
• Tier: the level Survvo assigns a Study based on its type, length and effort, which sets the Incentive under our Pricing Plan.
• Study Results: the responses, recordings, transcripts, analysis and reports we deliver to you for a Study.
• Authorised Users: people you allow to use your Survvo account.

3. Your account

You must give accurate business and contact details and keep them current. We may ask you to verify your business before running a Study. You are responsible for your Authorised Users, for keeping logins secure, and for everything done through your account. Tell us at support@survvo.com if you suspect unauthorised use.

4. How Survvo works

Survvo is used by startups, solo builders, product managers, designers, UX researchers, consumer insights and brand teams, research operations teams, agencies and enterprises.

1. 01You brief us. You submit a Study Brief describing your goals, target audience and any materials.
2. 02We scope and price it. We review the brief, may suggest changes so the Study works and complies with these terms, assign a Tier, and confirm the price. We may decline a Study that we cannot fulfil or that breaks section 5.
3. 03You pay. Studies start once payment is received.
4. 04We run it. We recruit and verify Participants, schedule sessions, and run the Study using our platform, our team and our Field Researchers.
5. 05We pay Participants. Survvo pays every Incentive directly. You do not need to approve or reject individual Participants.
6. 06We deliver. You receive the Study Results through Survvo.

We do not guarantee a particular number of qualified Participants for unusual or very narrow audiences. If we cannot recruit the agreed number, we will tell you and refund or credit the unused Incentive (section 9).

5. Research you may and may not run

You must use Survvo only for lawful research run in good faith. You must not use Survvo to:

• run clinical trials, medical or health research, or any study requiring ethics committee or regulatory approval (we may offer this in future once the right approvals are in place);
• involve anyone under 18;
• collect NIN, BVN, passport or other government ID numbers, bank or card details, passwords or PINs, or biometric data;
• collect sensitive personal data (such as health, religion, ethnicity, political views or sexual life) unless we have agreed it in writing and the Participant gives explicit consent;
• sell, market or promote products to Participants, or recruit them as customers;
• carry out political campaigning or persuasion presented as research;
• deceive Participants in a way that could harm them, or withhold a debrief where deception was necessary for the research;
• expose Participants to unsafe conditions in person or online; or
• infringe anyone's intellectual property or other rights.

We may pause or stop a Study that breaks this section. If we do, sections 9 and 17 apply.

6. Pricing, Incentives and VAT

Prices are in naira (₦). Each Study is priced under our Pricing Plan in force when you confirm it.

How the price is made up. The price covers the Participant Incentives for the Study's Tier, plus Survvo's markup on those Incentives, plus any additional services you choose (for example, Field Researcher moderation, analysis or translation) as set out in the Pricing Plan or your order.

We set the Incentive. Survvo decides the Tier and the Incentive based on the nature of the Study, so Participants are paid fairly and consistently. We never deduct fees from Participants' Incentives.

VAT. Value Added Tax at the rate in force (currently 7.5% under the Nigeria Tax Act 2025) is added to our charges where the law requires, and shown on your invoice.

Payment. You pay in advance, by the methods available at checkout or on our invoice. Card and bank payments are processed by our licensed payment partners (currently Paystack). Where we agree to invoice you, payment is due within 3 days. We may pause Studies while payment is overdue.

7. Participants and quality

Every Participant is identity-verified through our licensed verification partner before taking part. We screen Participants against your criteria and apply quality checks to responses.

If a response fails our quality checks (for example, it is rushed, inconsistent or clearly not genuine), we remove it and replace it at no extra cost, where possible within the Study's timeline. If you believe a delivered response is not genuine, tell us within 7 days of delivery and we will review it.

Participants share their honest views. We do not guarantee that Study Results will support any particular conclusion, investment case or business decision.

8. Cancellations, rescheduling and no-shows

If you cancel or reschedule late. If you cancel or move a scheduled session less than 48 hours before it starts, or you do not attend, we will pay the affected Participant compensation of 30% of the Incentive, and this amount is charged to you.

If a Participant does not show up. We will replace them at no extra cost, or refund or credit the Incentive for that place if we cannot.

Cancelling a whole Study. You may cancel a Study before recruitment starts and receive a full refund. After recruitment starts, section 9 applies.

9. Refunds

You can request a refund of unused prepaid Incentives, meaning Incentives for places that were not filled or sessions that did not take place, other than where you cancelled late (section 8).

Request refunds at support@survvo.com within 7 days of the Study ending. We will pay approved refunds to your original payment method within 5 business days. Instead of a refund, you may choose to keep the amount as credit for a future Study, valid for 6 months.

Incentives already paid to Participants for completed work, and charges for services already delivered, are not refundable.

10. Participant privacy and no contact outside Survvo

Participants trust Survvo with their identity. To protect them:

• You see anonymous Participant IDs only, never names or contact details.
• You must not try to identify Participants, link their data with other data to identify them, or ask them for contact details or other identifying information during a Study.
• You must not contact, recruit, pay, reward or employ any Participant outside Survvo using information or contact obtained through a Study, for 12 months after the Study.
• You must not move Participants into your own panel or customer lists.

11. Data protection

Both of us must comply with the Nigeria Data Protection Act 2023 and the rules of the Nigeria Data Protection Commission.

• Survvo is the data controller of Participant account data, identity verification results, recordings and transcripts held on our platform.
• Study Results are delivered de-identified. If you receive any personal data from us, you become its controller for your copy. You must keep it secure, use it only for the Study, and delete it when no longer needed.
• If you supply personal data to us (for example, your own staff or customer lists for a Study), you confirm you have a lawful basis to share it, and we process it only to run your Study.
• We use service providers under written contracts to run Survvo, including Dojah (identity verification), Paystack and Bitnob (payments), Resend (email) and AI providers for transcription and analysis.
• If we become aware of a personal data breach affecting your Study, we will tell you without undue delay. We notify the Nigeria Data Protection Commission within 72 hours where the law requires.

Contact our Data Protection Officer at dpo@survvo.com.

12. Recordings and AI

Sessions may be recorded with each Participant's consent. Survvo uses AI tools to transcribe recordings and to analyse and summarise responses. AI output can be incomplete or wrong. You should review it before relying on it, and you remain responsible for decisions you make based on it.

We do not use your Study materials, Study Results, recordings or transcripts to train AI models. If we offer model training in future, it will be a separate, opt-in service on new terms, using anonymised data only.

13. Ownership

Yours. You keep ownership of your Study Brief and materials, and you own the Study Results once you have paid in full. You give us permission to use your materials only to run your Study.

Ours. Survvo owns its platform, software, screening questions, methods, templates, panel and Participant data, and everything we develop to provide the service.

Aggregated insights. We may combine anonymised, aggregated data from many Studies to produce benchmarks and research insights, including for other customers. This data will never identify you, your products, your confidential information, or any Participant.

14. Confidentiality

Each of us will keep the other's confidential information private, use it only for this agreement, and share it only with staff, Field Researchers and advisers who need it and are bound by confidentiality. This does not apply to information that is public, already known lawfully, or must be disclosed by law (with notice to the other party where allowed). Participants also agree to keep your Study materials confidential under our Participant Terms.

15. Field Researchers

We may use Field Researchers to run sessions and support analysis. They are vetted by Survvo, bound by confidentiality, and act on our instructions. Survvo is responsible to you for their work as if it were our own. You must not engage a Field Researcher you met through Survvo directly for research services for 12 months after your last Study with them, unless we agree in writing.

16. Liability

We provide Survvo with reasonable skill and care. Apart from what these terms say, we do not give other promises about the service or results.

Neither of us is liable for indirect or consequential loss, or loss of profit, revenue, investment or goodwill. Our total liability to you under this agreement in any 12 months is limited to the amount you paid Survvo in that period, excluding Incentives passed on to Participants.

These limits do not apply to liability for fraud, death or personal injury caused by negligence, breach of confidentiality, your breach of section 10, or anything else that cannot be limited by law.

You will compensate Survvo for third-party claims and regulatory penalties caused by your Study materials, your breach of sections 5, 10 or 11, or your misuse of Study Results.

17. Suspension and termination

You may close your account at any time. We may suspend or end your access if you seriously break these terms and, where the breach can be fixed, do not fix it within 14 days of our notice, if you do not pay, or if the law requires it. If we end a Study because of your breach, Incentives already earned by Participants remain payable by you. If we end a Study for our own reasons, we will refund the unused amounts for it.

Sections that by their nature should continue after the agreement ends (including payment, confidentiality, data protection, ownership, liability and disputes) continue.

18. Publicity

We will only name you or use your logo as a Survvo client with your written permission, which you can withdraw at any time.

19. Changes to these terms

We may update these terms. For significant changes, we will give you at least 7 days' notice by email or in your account. Studies already confirmed continue under the terms in force when you confirmed them.

20. Disputes and governing law

This agreement is governed by the laws of the Federal Republic of Nigeria.

If a dispute arises, either of us may give written notice and senior representatives will try in good faith to settle it within 30 days. If that fails, the dispute will be referred to arbitration under the Arbitration and Mediation Act 2023, before a sole arbitrator, seated in Lagos, in English. Either party may still apply to a Nigerian court for urgent relief, or to recover undisputed sums.

21. General

Neither of us is responsible for delays caused by events beyond reasonable control, such as network or power failures, strikes, civil unrest or government action. You may not transfer this agreement without our consent. We may transfer it to a company that takes over Survvo's business. If any part is unenforceable, the rest still applies. Notices may be sent by email to the addresses on your account and to the contacts below.

22. Contact us