Remote Video Testimonial

Terms & Conditions

Version: 1.0
Date: October 2026

These Terms & Conditions apply to the Remote Video Testimonial service supplied by CWE ("we", "us", "our") to the client purchasing the service ("you", "your", "the Client").

By booking the service, paying our invoice or submitting our Client Information & Branding Form and accepting these Terms & Conditions, you agree to be bound by them.

1. The Service

We provide a remote video testimonial service in which we record a customer testimonial remotely, normally using Zoom or Microsoft Teams, and edit the recording into a short, branded marketing video.

The standard service includes:

• A guided remote interview of approximately 15 minutes.
• Editing of the recording into a finished testimonial of approximately 45–90 seconds.
• Picture enhancement, including colour and exposure correction, sharpening and noise reduction where appropriate.
• Audio clean-up, including noise reduction and levelling where reasonably possible.
• A branded name bar using the Client's supplied branding.
• Delivery as a web-optimised MP4 file.
• One round of reasonable revisions.

The standard aspect ratio is 16:9 widescreen.

A 9:16 vertical version for Reels, Shorts, Stories or similar platforms is an additional service and carries an additional charge.

The exact service supplied will be the service specified on the quotation, invoice or order confirmation.

2. Packages

The Guided Interview

Includes:

• One guided remote interview.
• One finished testimonial of 45–90 seconds.
• Subtitles.
• Thumbnail.
• Audio clean-up.
• Picture enhancement.
• Licensed background music.
• One round of revisions.

The Package

Includes:

• Three guided remote interviews.
• Three separate finished testimonials of 45–90 seconds each.
• Subtitles.
• Thumbnail.
• Audio clean-up.
• Picture enhancement.
• Licensed background music.
• One round of revisions.

The Edit Only

Where the Client supplies an existing testimonial recording, we will edit the supplied footage into one finished video of 45–90 seconds.

The supplied recording must contain sufficiently clear speech and usable picture quality.

We cannot guarantee a particular result where the supplied recording is unsuitable, incomplete or does not contain the information required to create an effective testimonial.

The Edit Only service does not include a live interview or re-recording.

3. Payment

Payment is required in full in advance.

No production work, interview booking or editing will begin until payment has been received, unless we have expressly agreed otherwise in writing.

Our invoice will state the amount payable and the payment method.

Prices are fixed for the agreed scope of work. Any additional services, additional revisions, additional videos or changes to the agreed scope will be quoted separately.

Unless otherwise agreed in writing, all prices are exclusive of VAT where VAT is applicable.

4. Booking and scheduling

An interview will be arranged after payment has been received and the necessary information has been supplied.

The Client is responsible for ensuring that the customer being interviewed is available at the agreed time.

If the Client or their customer needs to rearrange an interview, reasonable notice should be provided.

Where an interview needs to be rearranged because the Client or their customer is unavailable, fails to attend or is not adequately prepared, we will make reasonable efforts to arrange another appointment.

Repeated missed appointments or rearrangements may result in an additional charge if they require substantial additional administration or production time.

5. Client responsibilities

The Client is responsible for providing accurate and complete information required for the service.

This includes, where applicable:

• The Client's correct business name and contact details.
• The name and details of the customer being interviewed.
• The purpose and intended use of the testimonial.
• The Client's logo.
• Brand colours.
• Typography or font information.
• Brand guidelines where available.
• Any specific branding requirements.
• Information about the service or product being discussed.
• Any subjects or claims that should not be discussed.

The Client is also responsible for ensuring that their customer understands that they are taking part in a recorded video testimonial.

6. Customer consent and permission

The Client is responsible for obtaining the necessary permission from their customer before the interview takes place.

The Client confirms that their customer has agreed:

1. To take part in the recorded testimonial interview.
2. To being recorded using the agreed video conferencing platform.
3. To the recording being edited.
4. To the resulting video being used by the Client for its marketing purposes.

The Client must not instruct us to record a person where the Client does not have the necessary authority or permission to do so.

The Client remains responsible for determining the appropriate legal basis for its use of the customer's personal data and image and for providing any privacy information required by applicable data protection law.

We may request confirmation that the necessary permission has been obtained before recording takes place.

7. Recording conditions and technical requirements

The quality of the finished testimonial depends partly on the equipment, internet connection, lighting, microphone and environment used by the customer being interviewed.

The Client is responsible for ensuring that their customer receives the necessary preparation information.

The customer should, where reasonably possible:

• Use a laptop or PC with a working camera and microphone.
• Have a stable internet connection.
• Record from a quiet room.
• Have light in front of them rather than behind them.
• Position the camera approximately at eye level.

We will make reasonable efforts to obtain the best recording possible within the limitations of a remote recording.

We do not guarantee broadcast-quality footage where the original recording is affected by poor equipment, lighting, internet connection, microphone quality, room acoustics or other factors outside our reasonable control.

8. Technical failure

Remote recording relies on third-party technology and internet connections, including Zoom, Microsoft Teams and the Client's or customer's own equipment and internet service.

If a technical problem prevents a usable recording from being made, we will make reasonable efforts to resolve the problem or arrange a further recording.

Where the problem is caused by our own equipment, software or connection, we will make reasonable efforts to provide the service again at no additional charge.

Where the problem is caused by the Client, their customer, their equipment, their internet connection or a third-party service outside our reasonable control, we will make reasonable efforts to rearrange the recording but cannot guarantee that the original appointment can be completed.

If, despite reasonable efforts, a usable recording cannot be obtained because of circumstances outside our reasonable control, we will discuss an appropriate solution with the Client. This may include rearranging the recording, changing the scope of the service or, where we are unable to provide the service at all, refunding the relevant portion of the fee.

We will not be responsible for losses arising from an inability to complete the recording where the failure is caused by circumstances outside our reasonable control.

9. Editing and final video

We will edit the recording using our professional judgement and in accordance with the agreed service.

The purpose of the editing process is to create a concise and engaging testimonial while retaining the customer's genuine words and meaning.

We do not script or rewrite the customer's answers.

We may remove:

• Filler words.
• Repeated statements.
• Long pauses.
• Unnecessary sections.
• Material that does not contribute to the agreed testimonial.

We will not deliberately alter the meaning of a customer's statement.

The Client acknowledges that the final video is an edited representation of the original interview.

10. Revisions

One round of reasonable revisions is included.

A revision means reasonable changes to the existing edit, such as:

• Correcting a factual error.
• Correcting a spelling error.
• Changing a name or title.
• Removing or replacing a particular section.
• Making reasonable adjustments to the edit.

A revision does not include creating a substantially different video, changing the original brief, requesting a new interview or requiring extensive restructuring of the testimonial.

Additional revisions or changes outside the agreed scope will be quoted separately.

11. Turnaround and delivery

The standard turnaround is within 5 business days of the completed interview, provided that we have received all information and materials required to complete the work.

For The Edit Only service, the turnaround is within 5 business days of receiving usable footage and all required information.

Delivery will normally be made using a secure cloud download link.

We are not responsible for delays caused by:

• Late information or materials from the Client.
• Delayed approval or feedback.
• The Client or customer being unavailable.
• Technical problems outside our reasonable control.
• Third-party services.
• Events outside our reasonable control.

12. Approval of the final video

The Client is responsible for checking the final video for accuracy before using it publicly.

This includes checking:

• Names.
• Job titles.
• Business names.
• Product names.
• Numbers and statistics.
• Claims.
• Subtitles.
• Branding.

We will make reasonable efforts to proofread subtitles and check information supplied to us, but the Client remains responsible for confirming that the final video is factually correct and suitable for publication.

13. Branding and supplied materials

The Client confirms that it has the necessary rights and permissions to provide us with any logo, photograph, video, music, font, brand asset or other material supplied for use in the project.

The Client grants us permission to use those materials solely for the purpose of providing the contracted service.

We are not responsible for infringement arising from materials supplied by the Client where the Client did not have the necessary rights or permissions.

14. Copyright and ownership

Unless otherwise agreed in writing, ownership of the final commissioned video will pass to the Client once full payment has been received.

The Client may use the completed video for its own marketing and promotional purposes.

Our underlying editing methods, templates, project files, production processes, graphics templates, systems and know-how remain our property.

Unless separately agreed, the editable project files are not included in the service.

Third-party materials, including licensed music, remain subject to the terms of the relevant licence.

15. Use of the testimonial

The Client is responsible for deciding where and how the completed testimonial is published.

The Client must not use the testimonial in a way that is misleading or materially changes the context of the customer's comments.

The Client is responsible for ensuring that any claims made in the finished video comply with any laws, regulations or industry-specific requirements applicable to the Client's business.

16. Data protection and UK GDPR

For the purposes of personal data processed in providing the service, the parties acknowledge that their respective roles may depend on the particular processing activity.

Where we process personal data solely on the Client's documented instructions in order to provide the testimonial service, the Client will generally act as the data controller and we will act as the data processor.

We will:

• Process personal data only in accordance with the Client's documented instructions, unless required to do otherwise by law.
• Keep personal data confidential.
• Take appropriate technical and organisational measures to protect personal data.
• Only allow authorised persons who need access to process the information.
• Assist the Client, where reasonably necessary, with data protection obligations relating to the processing we carry out on the Client's behalf.
• Notify the Client without undue delay if we become aware of a personal data breach affecting the Client's data.
• Not knowingly use personal data for purposes unrelated to providing the contracted service.
• Delete or return personal data at the end of the agreed retention period, subject to legal, insurance, accounting or other legitimate requirements to retain information.

Where we use third-party service providers to deliver the service, such as video conferencing, cloud storage, file transfer, transcription, captioning or editing services, those providers may process personal data as part of providing their services.

We will take reasonable steps to use appropriate providers and safeguards. Where required by data protection law, relevant third parties will be treated as sub-processors and subject to appropriate contractual arrangements.

The Client acknowledges that third-party platforms may have their own terms and privacy policies and that the Client is responsible for ensuring that its use of those services is appropriate for its own data protection requirements.

17. Data retention

We will retain project files and personal data only for as long as reasonably necessary to provide the service, deal with revisions, maintain appropriate business records and meet legal, accounting, insurance or dispute-resolution requirements.

Unless otherwise agreed, we do not guarantee permanent storage of the original recording, project files or final video.

The Client is responsible for downloading and securely storing the final video and any other files it wishes to retain.

We may securely delete original recordings and project files after the applicable retention period.

18. Confidentiality

Each party agrees to keep confidential information received from the other party confidential and not disclose it to third parties except where:

• Disclosure is necessary to provide the service.
• Disclosure is required by law.
• The information is already publicly available.
• The other party has given permission for disclosure.

This obligation continues after the completion of the project.

19. Third-party services

The service may rely on third-party services including, but not limited to:

• Zoom.
• Microsoft Teams.
• Cloud storage and file-transfer services.
• Video editing software.
• Subtitle or transcription services.
• Licensed music providers.

We cannot guarantee uninterrupted availability of third-party services.

If a third-party service becomes unavailable, changes its functionality or experiences an outage, we will make reasonable efforts to use an alternative method where practical.

20. Circumstances outside our reasonable control

We will not be liable for failure or delay caused by circumstances beyond our reasonable control.

These may include:

• Internet or telecommunications failures.
• Third-party software or platform outages.
• Cloud service failures.
• Power failures.
• Hardware failure not caused by our negligence.
• Cyber attacks or security incidents not caused by our failure to take reasonable security measures.
• Illness or other unavoidable personal circumstances.
• Government action or changes in law.
• Natural disasters.
• Industrial disputes.
• Other events that could not reasonably have been prevented or anticipated.

Where such circumstances occur, we will make reasonable efforts to minimise disruption and complete the service as soon as reasonably practical.

21. Limitation of liability

We will provide the service with reasonable care and skill.

Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so.

Subject to the above, our total liability arising out of or in connection with the service will not exceed the amount actually paid by the Client for the particular service giving rise to the claim.

We will not be liable for indirect or consequential loss, loss of profit, loss of revenue, loss of business, loss of opportunity or loss of anticipated savings, except where such liability cannot lawfully be excluded.

Nothing in these Terms & Conditions limits or excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability which cannot legally be limited or excluded.

22. Client cancellation

Because payment is made in advance and production time is allocated specifically to the Client, cancellation after work has commenced may result in some or all of the payment being retained to cover work already undertaken and costs incurred.

Where the Client cancels before work has commenced, we will consider a refund of any amount not already committed to the project, subject to any agreed cancellation terms.

If an interview has been recorded, no refund will normally be available for the interview element of the service because the production time has already been provided.

Where the Client requests a cancellation or change to the project, we will discuss the appropriate treatment with the Client based on the work already completed.

23. Our right to cancel

We may cancel or decline to provide the service where:

• Payment has not been received.
• The Client does not provide the information or materials reasonably required.
• We reasonably believe the proposed testimonial would involve unlawful, misleading or defamatory content.
• The Client asks us to use materials for which the Client does not have the necessary rights.
• Continuing the project would require us to breach applicable law or professional obligations.
• Circumstances outside our reasonable control make delivery impossible.

Where we cancel a service for reasons within our control, we will refund any payment relating to work that has not been provided.

24. Complaints

If you are unhappy with any aspect of the service, please contact us as soon as reasonably possible and explain the issue.

We will make reasonable efforts to investigate and resolve legitimate concerns.

Where appropriate, we may offer a correction, further edit, re-recording or other reasonable remedy depending on the circumstances.

25. Agreement and acceptance

The Client confirms that:

• The information supplied to us is accurate.
• They have authority to commission the service.
• They are responsible for obtaining the necessary consent from the customer appearing in the testimonial.
• They have the necessary rights to provide any materials supplied to us.
• They understand what is included in the selected package.
• They understand that one round of revisions is included.
• They understand that additional work may be charged separately.
• They agree that payment is required in advance.
• They have read and agree to these Terms & Conditions.

26. Changes to these Terms

We may update these Terms & Conditions from time to time.

The version applicable to a particular booking will be the version in force and provided to the Client when the service is booked, unless otherwise agreed in writing.

27. Governing law

These Terms & Conditions and any dispute or claim arising from them shall be governed by the law of England and Wales.

The courts of England and Wales shall have jurisdiction over disputes arising in connection with these Terms & Conditions, subject to any mandatory rights or jurisdiction that may apply by law.

Clockwork Eye Video Training Ltd
21 Bridge Street,

Oakworth,

BD22 7PX
info@clockworkeye.co.uk
01535 517077