Terms and conditions for online surveys


The Client

For the purposes of this document “The Client’ refers to the company commissioning the project with Schlesinger Interactive [“The Company”]. 

Booking Procedure

On verbal or written confirmation by The Client, The Company will send, by email, a confirmation letter and ‘Confirmation Details’ form to The Client delineating the data collection services commissioned [the “Services”].  Any discrepancies should be addressed immediately to the Client’s contact point/account manager.

Exchange Rate

We have assumed the exchange rate based on today’s current rate and the final project price will be determined upon the rates at project confirmation.  Pricing may need adjusting if the rate changes by +/- 2% before project invoicing.


a)  Invoices will be billed to The Client and settled in the currency of the quotation.  The Client will be liable for settlement for the Services unless otherwise agreed in writing at the time of confirmation.

b)  The Company reserves the right to demand payment from The Client of up to 100% of total projected costs in advance of the booking.

c)  The Company requests an advance payment to cover all respondent incentives. This payment is to be received at least 5 working days prior to the study. In the event the advance payment invoice is not paid prior to the study, on the final invoice, the Client will be charged a processing fee of 10% of the unpaid advance payment invoice, with a minimum charge of $100.

d)  A final invoice will be submitted to the Client upon the conclusion of the project.  Final invoices are due within 30 days unless otherwise agreed. Overdue invoices shall bear interest at 1% per month until paid in full.

e)  The Company reserves the right to reverse all discounts and/or rebates for the particular services, should a payment of an invoice be delinquent.



In the event that The Client’s account is not paid in accordance with these payment terms by the due date, The Company shall be entitled to charge interest measured from the due date in the amount of 1% per month until the account is paid in full.

In the event that The Client’s account is in default and placed for collection, it is agreed that The Company will be entitled to collect all costs of collection, including reasonable attorney’s fees.

Unless otherwise agreed in writing between The Client and The Company,

I.  any dispute regarding any project governed by these terms and conditions shall be interpreted by the laws of the State of New Jersey.

ii.  any legal action or proceeding filed in connection with any project governed by these terms and conditions shall be filed in the Superior Court of New Jersey, venue in Middlesex County.

Agents and Contractors

Services may be sub-contracted by The Company, as required.  All quotations by The Company which are passed on must not be amended in any way.  Any commission or management fee must be presented separately from The Company costs.

Bid Expiration

The bid for Services is valid for 90 days from the date provided.

Cancellation and Postponement


In the event that a project is postponed or cancelled once the project date is confirmed, it is necessary to invoice The Client.  Charges will vary depending on location and partner and can impact all Services, including facility, recruiting, moderation, incentives, interpretation, translation, management fees, catering and technology services. If the Services are postponed, then charges may also vary depending on location and partner and may include rescheduling fees. 

Respondent Cancellations

We maintain careful procedures to ensure that recruited respondents honor their commitment to attend your project. We respectfully request that the recruited respondents be treated fairly in the event that they must be cancelled due to The Client's change in specifications (i.e. date, venue, qualifying criteria or other reasons).  Recruited respondents who must be cancelled within 48 hours of the study should be paid the full honorarium promised them.   If rescheduling respondents, additional fees will be applied.

Study Specifications

Costs, timing and feasibility submitted are based upon The Client specifications and changes to any of these specifications may result in a change in cost, timing or even feasibility.  Incidence has been estimated based on available information.  If project incidence falls below the estimated percentage stated in this quotation, The Company reserves the right to adjust costs or timing or even feasibility for the Services.  

Programming errors as a result of client programming are the responsibility of the client and recruiting fees and honoraria will be charged in addition to the quoted project price.

If incidence rate should fall 20% or more below what is quoted in this proposal, feasibility may be affected and a pricing and timing adjustment may apply.

Programming complexity is the key driver of programming cost and will be evaluated prior to the start of programming on the study.  Price will be adjusted for differences between survey complexity quoted and the actual complexity.  The final survey will be provided in Microsoft Word or compatible format prior to the start of programming. Any cosmetic or text changes that exceed 20% of the survey after programming has commenced will be subject to an additional charge based on the amount of time required to implement these changes.

All costs & timings are conditional and may change if final requirements fluctuate materially from those provided in this quote, length of interview, including methodology, the addition of screening criteria, additional quotas, additional geographies or other previously unidentified restrictive specifications.  The addition of client lists or poor quality/unproductive client lists may add to costs and timing.

Because the actual Recruitment and Honoraria Fees cannot be calculated prior to the completion of the Services and depend on, among other things, Client’s timely closing of the Survey once the target number of completed interviews has been achieved, the Total Fees are an estimate only – actual Recruitment and Honoraria Fees may vary.  Hard quotas required for all projects. 


For Health Care surveys, a screener (the last question where respondents can potential disqualify based on their responses) longer than 12 questions is subject to additional costs for respondent honoraria depending on time, specialty, and geography.

Programming and Hosting

When applicable, Schlesinger Interactive will be responsible for programming and hosting of the survey, quota management, providing sample recruitment, and incentive fulfillment unless stated otherwise.  The Client will be responsible for providing a final survey in Word format and any study analysis or reporting.


When applicable, Schlesinger Interactive will be responsible for providing sample recruitment and incentive fulfillment only unless stated otherwise. Client will be responsible for programming and hosting, implementing redirects and quota(s), quota management, collecting data, returning the unique URL identifiers, and data analysis.


When quoted, these costs are estimated and subject to change based upon the final questionnaire design, complexity, and overall survey length. The final price will be provided upon receipt of the finalized survey instrument and requirements.

Completion rates

Costs per completed interview include a suspend rate of up to 15%. If the suspend rate exceeds 15% for any reason, the costs are subject to change and the feasibility and/or timeline may be impacted.

Client supplied sample

Written approval will be required by the client if Schlesinger Interactive is requested to contact respondents directly via email. The approval will include how, when and for what purpose the list was recruited. The invitation to the respondent will include information about how the list was obtained and will also include a survey opt-out link so that respondents can be removed from the provided list.

Quotas and overages

For Schlesinger Interactive hosted surveys, the client will be responsible for payment of the total number of completed interviews and up to 10% of the over quota completed interviews (including both the cost and honorarium). For over quota completes which exceed 10% of total completes, the client will only be responsible for paying honoraria for all over quota completed interviews. Schlesinger Interactive will make every effort to control the overall total and individual quotas. However, due to the technical restrictions of online data collection, some overages may occur.

For client- hosted surveys, including surveys hosted by third party who are commissioned by the client, the client is fully responsible for controlling all quotas and will be charged for all over -quota completed interviews (including both the cost and honorarium).


The client (or third party commissioned by the client) is fully responsible for removing or disqualifying any duplicate respondents during the screening process and prior to survey qualification, when the client is hosting an online survey and Schlesinger Interactive is providing sample. The client will be responsible for payment of the total number of completed interviews and all over quota completed interviews (including both the cost and honorarium).

Data Quality Standards

Schlesinger Interactive utilizes rigorous respondent recruiting and panel management processes. We carefully monitor respondent behaviors internally and disqualify respondents that are deemed unengaged. Schlesinger Associates Data Quality Standards can be found here. If the client desires to utilize their proprietary disqualification criteria, it must be provided to and agreed by Schlesinger Interactive upon project initiation.


Cost for the translation of the open-ended questions is an estimate based on an average number of words (10 words per open-end). The actual number of words translated may increase or decrease the cost.  

Translation cost of the questionnaire or discussion guide is estimated to be at 150 words per minute. This may increase or decrease based on the actual number of words translated. A minimum fee of $100 per translation change will be implemented for changes after translations have commenced.


No information regarding respondent personal information may be collected by The Client (“PII”). This includes, but is not limited to respondent’s name, contact information (email, phone, fax, street address, etc.) without written notice and approval from The Company.

Confidential Information

All information disclosed by one party (the “Disclosing Party”) to the other party (the “Receiving Party”) pursuant to this Agreement shall be deemed to be confidential information ("Confidential Information").

Neither party shall use (other than for the performance of this Agreement) or disclose to any third party any Confidential Information of the other party; provided, however, this restriction will not apply to any Confidential Information that:

i. is or becomes generally available to the public, not due to any fault of the Receiving Party,

ii. is independently developed by the Receiving Party without reference to the Disclosing Party’s Confidential Information, or

iii.  is rightfully received by the Receiving Party from a third party without a duty of confidentiality.

Should a Receiving Party be requested to disclose Confidential Information of the Disclosing Party by a lawful judicial or governmental order or other legal compulsion, such Receiving Party shall immediately notify the Disclosing Party to permit the Disclosing Party to defend against any such order of disclosure, and the Receiving Party shall assist in such defense, at the Disclosing Party’s expense, to the extent permitted by law.

Should a Receiving Party be required under this Agreement to disclose Confidential Information of the Disclosing Party to third parties (other than disclosures by lawful, judicial or governmental order or other legal compulsion), the Receiving Party shall ensure that such third parties accept and abide by these duties of confidentiality and nondisclosure with respect to Confidential Information. This Section shall also apply to Confidential Information disclosed in connection with proposed services that are intended to be covered by this Agreement.

Limitation of Liability

a)     The Company shall not be liable for loss under any circumstances which include, but not exclusively, failure of electrical supply or other utilities, leakage of water, adverse weather conditions, industrial action, terrorism or any other reason beyond the control of The Company which may cause the Services to be cancelled or interrupted. 

b)     If The Company is in breach of its obligations for any reason or terminates a confirmed booking of Services, The Company’s only liability is to return any advanced payments received for Services.


The Client shall indemnify The Company against any losses, damages, claims and expenses incurred in respect of the following, to the extent not caused as a direct result of the negligence of The Company or its employees:  Death or personal injury; Damage to the venue or any part of it; Damage to, loss or theft of any property.


a)     The Client shall effect to maintain public liability insurance to a minimum cover of $2,000,000. 

b)     The Client shall not do anything that might render void The Company insurance policy.

General Terms and Conditions

With confirmation of Services, The Client agrees to our general terms and conditions on our website.

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