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Our terms and conditions

Please read these terms of use carefully before you start to use our site.

Cade Directories Limited registered in England and Wales (company number 05868356) trading as Working Feedback, Most Recommended and The Disc Directory and The Client whose details are set out in the Schedule.

The address for correspondence is: 1A The Old Greenhouse, Shedfield Equestrian Centre, Botley Road, Shedfield, Hampshire SO32 2HN (email: [email protected]).

TERMS AND CONDITIONS relating to the main provision of customer and patient feedback services.


(A) Cade Directories is skilled, knowledgeable and expert in the collation, presentation and analysis of customer feedback, research and reputation management, particularly in relation to healthcare businesses looking to enhance their online presence.

(B) The Supplier operates a business in which customer/patient email addresses are held and linked to a service, treatment or other business transaction. Cade Directories operates a number of websites on which feedback can be displayed through which customers interact with the Supplier and wishes to subscribe for the Services.

(These conditions were last amended in August 2021 and relate to your use and access of our service, websites and content.)

1. Definitions and Interpretation

1.1 In these Terms and Conditions, defined terms shall have the meanings set out below:


“Act” the Data Protection Act 1998.

“Active Customer” a Customer who has purchased goods and/or services from the Supplier and to whom Cade Directories has sent a Feedback Request.

“Agreement” the agreement between Cade Directories and the Supplier for Working Feedback to supply the Services to the Supplier on these Terms and Conditions.

“Basic Fee” the Basic Fee set out in the Schedule.

“Commencement Date” the commencement date referred to in the Schedule.

“Customer” a customer who has purchased goods and/or services from the Supplier.

“Customer Details” the email or mobile phone contact details of a Customer together with such information as Cade Directories may reasonably require to provide the Services in such format as we may reasonably require from time to time in writing.

“Fee” the Fee payable for the Services in respect of the immediately preceding Accounting Period.

“Feedback” information provided to us by Customers about the Supplier Services, including any opinions about the Supplier Services and all other experience of and communication that the Customer has had with the Supplier.

“Working Feedback” Cade Directories Limited (no. 05868356) having its registered office at: Working Feedback, The Old Greenhouse, Unit 1A, Shedfield Equestrian Centre, Botley Road, Shedfield, Hampshire SO32 2HN.

“Working Feedback Logo” the current logo in such format as we may notify you from time to time and which includes a link to the Working Feedback Website.

“Working Feedback Rating” and/or “WF Rating” the rating calculated by Working Feedback to the quality of the Supplier Services and the moderated review content based on feedback received from customers.

“Working Feedback Website” the website located at www.workingfeedback.co.uk including any extension or replacement of it.

“Personal Information” Personal information about customers from whom feedback is requested, including any information which identifies those customers as an individual or from which they can be identified by a third party.

“Primary Services”

“Privacy Policy” privacy policy (“Privacy Policy”)


“Reporting Date”

“Response” a response by the Supplier to any Feedback

“Services” the Services for which the Supplier has subscribed as set out in the Schedule

“Set-Up Fee” the set-up fee set out in the Schedule

“Supplier” the Supplier whose details are set out in the Schedule to these Terms and Conditions

“Supplier Services” the goods and or services provided by the Supplier via the Supplier Website

“Supplier Website” the website whose details are set out in the Schedule including any extension or replacement of it

“Subscription Services”

“Term” the term set out in the Schedule

“Terms and Conditions” these terms and conditions including any amendment to them

“we” or “us” Cade Directories Limited

“you” you and includes any other person you represent and on whose behalf you provide information to us

1.2 Clause and schedule headings do not affect the interpretation of this Agreement.

1.3 A reference to a clause or a schedule is a reference to a clause of, or schedule to, this Agreement. A reference to a paragraph is to a paragraph of the relevant schedule, and a reference to an appendix is to the relevant appendix to this agreement.

1.4 A person includes a corporate or unincorporated body.

1.5 Words in the singular include the plural and, in the plural include the singular.

1.6 A reference to one gender includes a reference to the other gender.

1.7 A reference to a particular law is a reference to it as it is in force for the time being taking account of any amendment, extension, or re-enactment and includes any subordinate legislation for the time being in force made under it.

1.8 Writing or written includes e-mail but not faxes.

1.9 Where the words include(s) including or in particular, are used in this agreement, they are deemed to have the words “without limitation” following them.

1.10 Any obligation in this agreement on a person not to do something includes an obligation not to agree or allow that thing to be done.

1.11 Other and otherwise are illustrative and will not limit the sense of the words preceding them.

2. Commencement and Term (not applicable to free trials)

2.1 During the Term, or until this Agreement is terminated by either of us in accordance with these Terms and Conditions, Working Feedback will supply the Services to you and you will comply with your obligations under the Terms and Conditions.

2.2 The expiration or termination of this Agreement will not affect the accrued rights or obligations of either of us arising prior to such expiration or termination.

2.3 Unless otherwise stated in the Schedule, this Agreement is provided on a rolling monthly term from the commencement date and will automatically renew each month until cancelled by either party in writing. To cancel, you must notify us by writing with at least 30 days’ notice. Upon requesting cancellation, we are not obligated to provide any further aspect of the service to you.

3. Customer Details, Working Feedback Logo and Rating

3.1 You will provide us with the Customer Details for all relevant transactions within a period of one month of the transaction date, and throughout the term of the contract.

3.2 You will ensure that the Customer Details are accurate and error free as far as is reasonably possible.

3.3 We will use the Customer Details to send one email/ SMS text message only asking for Feedback. We will not make further contact with any Customer except:

3.3.1. an auto-reminder (on email requests only) after 3 days should the first email remain unopened;

3.3.2. with the previous written consent of you and/or the Customer;

3.3.3. where details of that Customer have been provided to us by a third party;

3.3.4. as required by law or by any court, tribunal or administrative body of competent jurisdiction; and/or

3.3.4. to inform the Customer of a response you have made to his/her comments; and/or

3.3.5. for the purpose of satisfying our obligations under these Terms and Conditions.

3.4 Upon commencement of the agreement, then you will display the Working Feedback Logo together with the Working Feedback Rating on the Supplier Website as updated by Working Feedback on a daily basis. You may also opt to have the feedback sent to your site, provided that you clearly indicate that this is independent feedback gathered by Working Feedback. Positioning of such logos is at the discretion of the Supplier.

4. Payment

4.1 During the Term you will, where there are fees due, pay the Fee to us on each Payment Date in full without any deduction (whether by way of set-off, counterclaim, discount, abatement or otherwise) unless you have a valid court order requiring an amount equal to such deduction to be paid by us to you.

4.2 If you fail to pay us any sum due under these Terms and Conditions you will be liable to pay interest to us on such sum from the due date for payment at the annual rate of 3% above the base lending rate from time to time of Barclays Bank plc, accruing on a daily basis until payment is made, whether before or after any judgment. In addition, we reserve the right to claim interest under the Late Payment of Commercial Debts (Interest) Act 1998.

5. Maintenance and Service Levels

5.1 We will maintain the availability of the Working Feedback, Most Recommended and The Disc Directory Websites for not less than 99% of the time taken as an average of the Term. Should Working Feedback ‘go offline’ at any point for an extended period of time, the Supplier retains the right to take down the logos down until the Working Feedback site is available.

5.2 In calculating the ‘offline’ period, the time that the Working Feedback Website is unavailable due to maintenance and upgrades will not be part of the calculation.

5.3 We reserve the right to make the service unavailable at any time for the purposes of maintenance and upgrades but, except in the case of emergency, we will give you reasonable notice of any maintenance or upgrades that we will be undertaking and as far as reasonably practicable ensure that these take place during the times of lowest usage of the Working Feedback Website.

6. Feedback and Responses

6.1 You agree and acknowledge that we may publish any and all Feedback on the Working Feedback Website for up to 2 years from the date we receive it for as long as the Supplier retains a contractual relationship with Working Feedback. Upon termination, Working Feedback will remove the supplier and all references to the supplier. If you decide to terminate during a trial period, the feedback will be removed immediately.

6.2 You agree to hold harmless and indemnify us against any and all claims arising as a result of our publishing the Feedback on the Working Feedback Website.

6.3 You will have the right to publish a Response to any Feedback posted on the Working Feedback Website and any reply, or a link to it, will be displayed with reasonable prominence and proximity to the relative Feedback.

6.4 We will publish any Response on the Working Feedback Website and display the Response and/or a link to it with reasonable prominence and proximity to the relative Feedback.

6.5 You will ensure that any Responses are true and accurate and not misleading in any way and do not contain any material that may be construed as offensive, defamatory or unlawful.

6.6 We reserve the right to terminate the agreement if we have reason to believe that you have been selective in sending us details of services provided to customers in such a way that our site presents a misleading view of your customers’ satisfaction.

7. Intellectual Property Rights

We are the owner of all intellectual property rights in the material and data on our websites, subject to the provisions in the use of the review in the Review Policy. Such rights include, but are not limited to:

– database rights protecting the data published on our site;

– unregistered trade mark rights protecting our business and trading names;

– copyright in the software used on our site other than that licensed to us; and

– copyright and design rights in the text and graphics on our websites.

You must only use the materials and/or data on our site for personal and non-commercial purposes and in accordance with the terms below.

You may print off one copy, and may download extracts, of any page(s) from our site for your personal reference and you may draw the attention of others within your organisation to material posted on our site.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of material on our site must always be acknowledged.

We expressly prohibit any third party from gathering, extracting, reproducing and/or displaying any material or data on or from our sites, regardless of how such material or data is obtained (e.g. by the use of spiders or other ‘screen scraping’ software or system used to extract data) or the reason it is obtained. If you print off, copy or download any part of our site or use the data on our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made, and delete the data from any medium in your possession, custody or control. You may also be exposed to a possible claim for damages for breach of intellectual property rights and/or contract. We expressly reserve all rights in this regard.

You agree to indemnify and hold us harmless from and against any direct or indirect loss or damage (including consequential loss and loss of profits, goodwill or business opportunities) arising from any third party claim in relation to your use of our site or your breach of the provisions of these terms.

8. Data Management, Storage and Security

8.1 You and we are each registered under the Act and each of us will at all times comply with the Act.

8.2 We will not provide any Customer Details to any third party except:

8.2.1. if such details have been provided to us independently by a third party or the relevant Customer and we have the consent of the relevant Customer; or

8.2.2. as required by law or by any court, tribunal or administrative body of competent jurisdiction.

9. Assignment

9.1 Either of us may assign all rights, title and interest under this Agreement to any other person in connection with a corporate re-organisation or to any successor in title to the business of either of us (as the case may be).

9.2 Should any assignment occur, you may, at that time, cancel this agreement. Otherwise, following any assignment each of us agrees to be bound by the terms of this Agreement in relation to any such assignee as if such assignee had been a party to this Agreement but the assignor will remain liable for any outstanding obligations under this Agreement.

10. Force Majeure

10.1 We reserve the right to defer the delivery of any of the Services if we are prevented from or delayed in the provision of the Services due to circumstances beyond our reasonable control including, without limitation, acts of God, governmental actions, war or national emergency, acts of terrorism, protests, riot, civil commotion, fire, explosion, flood, epidemic, lock-outs, strikes or other labour disputes (whether or not relating to either party’s workforce), or restraints or delays affecting carriers or inability or delay in obtaining supplies of adequate or suitable materials, provided that, if the event in question continues for a continuous period in excess of 28 days you will be entitled to give notice in writing to us to terminate this Agreement.

11. Communications

11.1 All communications between the parties about the Agreement shall be in writing and delivered by e-mail, hand or sent by pre-paid first class post to the address specified in the Schedule.

11.2 Communications shall be deemed to have been received:

11.2.1. if sent by e-mail, one day (excluding Saturdays, Sundays and bank and public holidays) after sending; or

11.2.2. if sent by pre-paid first class post, two days (excluding Saturdays, Sundays and bank and public holidays) after posting (exclusive of the day of posting); or

11.2.3. if delivered by hand, on the day of delivery.

12. Termination

12.1 Either party may terminate this Agreement forthwith if:

12.1.1. the other fails to pay any sum due on or before the due date and the party wishing to terminate has given the party in default 14 days` written notice requiring payment and the party in default has failed to pay in the due date period; or

12.1.2. the other does anything which in the reasonable opinion of the party wishing to terminate brings or is reasonably likely to bring the party wishing to terminate into disrepute; or

12.1.3. a resolution is passed for the voluntary or compulsory liquidation of the other or a receiver is appointed over all or part of its business or if the other is an individual has a bankruptcy petition presented against him or her.

12.1.4. on the initial payment, the supplier may cancel within 7 days, in which case any money paid will be refunded in full.

12.2 On the termination of this Agreement pursuant to clause 11.1 all rights of either party to make use the name and/or logo of the other shall immediately cease.

12.3 On termination under clause 11 both parties shall promptly account to the other for all payments due in accordance with this Agreement and the rights of both parties under this Agreement shall continue during that period.

13. Confidentiality and Announcements

13.1 Both parties agree to treat as secret and confidential and not at any time for any reason to disclose or permit to be disclosed to any person or persons or otherwise make use of or permit to be made use of any information relating to the other`s business affairs or finances where knowledge or details of the information was received pursuant to this Agreement.

13.2 The obligations of confidence referred to in this clause shall not apply to any confidential information which:

13.2.1. is in the possession of and is at the free disposal of the other or is published or is otherwise in the public domain prior to its receipt under this Agreement; or

13.2.2. is or becomes publicly available on a non-confidential basis through no fault of the receiving party; or

13.2.3. is received in good faith by the receiving party from a third party who on reasonable enquiry claims to have no obligations of confidence to the disclosing party in respect of it and imposes no obligations of confidence upon the receiving party.

13.2.4. The parties agree that the terms and fact of this Agreement are and shall remain confidential.

14. Entire Agreement

14.1 These Terms and Conditions including the Schedule constitutes the entire agreement between us in relation to the subject matter of this Agreement and shall supersede all prior provision, agreements, arrangements and understandings relating to the same.

14.2 Each of us acknowledges that:

14.2.1. in entering into this Agreement we have not relied on, and shall have no remedy in respect of, any representation (whether negligent or otherwise) made to us by any person (whether or not a party to this Agreement) which is not expressly set out or referred to in this Agreement; and

14.2.2. nothing in this clause shall operate to exclude or restrict any liability for fraudulent misrepresentation.

15. General

15.1 A person who is not a party to this Agreement has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce, or to enjoy the benefit of, any term of this Agreement but this does not affect any right or remedy of a third party which exists or is available apart from that Act.

15.2 No amendment or addition to this Agreement shall be made unless made in writing and executed by the parties.

15.3 The parties are not partners nor joint venturers nor is either party entitled to act as nor represent itself as agent for the other nor to pledge the other`s credit.

15.4 Any notice to be served on any of the parties shall be sent by pre-paid recorded delivery or registered post to the address above (or such other address as may be advised from time to time) and shall be deemed to have been received on the third business day following posting.

15.5 Each right or remedy under these Terms and Conditions is without prejudice to any other right or remedy whether under these Terms and Conditions or not.

15.6 If any provision of these Terms and Conditions is found by any court, tribunal or administrative body of competent jurisdiction to be wholly or partly illegal, invalid, void, voidable, unenforceable or unreasonable it shall to the extent of such illegality, invalidity, voidness, voidability, unenforceability or unreasonableness be deemed severable and the remaining provisions of the Terms and Conditions and the remainder of such provision shall continue in full force and effect.

15.7 Any failure or delay by either of us in enforcing any provision of these Terms and Conditions will not be construed as a waiver of any rights under them.

15.8 Any waiver by either of us of any breach of, or any default under, any provision of these Terms and Conditions will not be deemed a waiver of any subsequent breach or default and shall in no way affect the rest of the Terms and Conditions.

15.9 The formation, existence, construction, performance, validity and all aspects of the Agreement will be governed by English law and the parties submit to the exclusive jurisdiction of the English courts.