Vouch Service Agreement

Thank you for choosing to work with Michael Poh trading as Vouch Video Testimonials ("Vouch", "we", "our", or "us").

We're genuinely excited to help tell your clients' stories and showcase the great work your business does.

This agreement explains how we'll work together so everyone knows what to expect. If anything isn't clear, just ask. We'd much rather have a conversation than rely on fine print.

1. The Parties

This agreement is between Vouch and the Client named in the accompanying Service Document.

The Client includes its employees, directors, contractors, representatives and anyone authorised to act on the Client's behalf in relation to the project.

2. Scope of Services

Vouch provides trust-building content services, which may include (but are not limited to):

• Video testimonials
• Written testimonials
• Case studies
• Customer success stories
• Founder stories
• Culture videos
• Photography
• Audio recordings
• Online interviews
• In-person interviews
• Social media content
• Blog articles
• Marketing copy
• Transcripts
• Content strategy
• Other agreed marketing or communication materials

The specific services, deliverables, pricing and timelines for each project are detailed in the accompanying Service Document.

Any work requested outside the agreed scope will be quoted separately before being undertaken.

3. Service Changes

Projects naturally evolve.

If additional interviews, filming, editing, writing, revisions or deliverables are requested beyond the agreed scope, we'll simply discuss the options, provide pricing where required and obtain approval before proceeding.

4. Payment

Payment terms are outlined in the Service Document.

Unless otherwise agreed in writing:

• Deposits are payable before production begins.
• Remaining balances are payable as outlined in the Service Document.
• Final deliverables will be released once all invoices have been paid.

Payments can be made using the details shown on your invoice.

5. Pricing

Unless otherwise agreed in writing, pricing is based on the published pricing available when the Service Document is accepted.

Special pricing, discounts and payment plans apply only to the specific project outlined in the Service Document.

6. Travel & Project Expenses

Projects located more than 30 kilometres from New Lynn, Auckland may incur reasonable travel costs.

These may include:

• Mileage
• Parking
• Accommodation
• Flights
• Vehicle hire
• Ferry costs
• Other agreed travel expenses

These costs will either be arranged by the Client or approved in advance before being invoiced.

7. Scheduling

Once an interview, filming session or production date has been booked, that time is reserved exclusively for the Client.

If the Client requests a postponement, we'll do our best to accommodate a new date.

Where a postponement causes Vouch to lose another confirmed booking, any deposit or retainer for the original booking may be forfeited.

8. Cancellation

Payments already made are non-refundable.

However, we're reasonable people.

If circumstances change, we'll always try to find a practical solution, such as transferring the booking to a future date where possible.

9. Client Responsibilities

The Client agrees to:

• Introduce suitable participants.
• Confirm participants are willing to speak with Vouch before sharing their contact details.
• Provide accurate project information.
• Obtain any required venue permissions.
• Provide a safe working environment.
• Review deliverables and provide feedback within a reasonable timeframe.

10. Participant Information & Privacy

Vouch may collect and process personal information relating to the Client and project participants for the purpose of coordinating interviews, creating content, delivering services and communicating throughout the project.

Our handling of personal information is governed by our published Privacy Policy.

11. Participant Consent

The Client confirms participants have agreed to be introduced to Vouch.

Participants understand that interviews may be conducted in person or online and may be recorded using video, audio or transcription software.

Those recordings may be used to produce agreed deliverables including, but not limited to:

• Video testimonials
• Written testimonials
• Case studies
• Blog articles
• Social media content
• Website copy
• Marketing materials
• Presentation content
• Internal communication materials
• Other agreed content for the Client

Where required, Vouch will obtain participant consent or release documentation before production.

12. Online Interviews & Remote Recording

Some projects may be completed remotely using platforms such as Zoom, Microsoft Teams, Google Meet, Riverside or similar services.

By participating in an online interview, participants acknowledge the session may be audio recorded, video recorded and transcribed.

While Vouch uses reliable technology, internet connectivity, participant equipment and third-party platforms are outside our control.

Where technical issues occur, we'll work with the Client to arrange another recording where reasonably practical.

13. Creative Process

Every project is created by people, not algorithms.

The Client engages Vouch because of our storytelling style, interview process and creative judgement.

Final decisions relating to editing, storytelling, pacing, written copy, music, graphics, colour grading and presentation remain at Vouch's discretion while taking into account the Client's feedback and the agreed objectives.

14. Revisions

Unlimited reasonable revisions are included unless otherwise stated in the Service Document.

Requests that significantly change the original project brief or introduce new objectives may require additional charges, which will always be discussed beforehand.

15. Delivery

Vouch will deliver the agreed final deliverables described in the Service Document.

Deliverables may include videos, written content, photography, social media assets, case studies, transcripts or other agreed materials.

Vouch is not required to provide every photograph, recording, interview answer, draft, transcript or piece of raw material created during production.

Raw footage or source files are only included where specifically stated.

16. Intellectual Property

Vouch retains copyright in all footage, photographs, audio recordings, transcripts, written content, edited videos, graphics, project files and other production materials created during the engagement.

Upon full payment, the Client receives a perpetual, worldwide, non-exclusive licence to use the final agreed deliverables for their own business, marketing, promotional, educational and internal purposes.

The Client may not resell, sublicense or claim ownership of Vouch's underlying intellectual property unless otherwise agreed in writing.

17. Portfolio Rights

Unless otherwise agreed in writing, the Client grants Vouch permission to showcase completed work for portfolio, website, social media, awards, educational, promotional and marketing purposes.

Where confidentiality applies, this must be agreed before production begins.

18. File Storage

Vouch will retain project files for up to 12 months following final delivery.

After this period, archived materials may be permanently deleted without notice.

Clients requiring longer-term storage should make separate arrangements.

19. Third Parties

Vouch is responsible only for services directly provided by Vouch.

Where specialist contractors or suppliers are engaged, Vouch will use reasonable care in selecting them but cannot accept liability for matters outside our reasonable control.

20. Force Majeure

Neither party is liable for delays caused by events beyond reasonable control, including natural disasters, severe weather, illness, internet outages, government action or other unforeseen circumstances.

Where practical, alternative arrangements will be made.

21. Safe Workplace

The Client agrees to provide a respectful and safe working environment for Vouch's team.

Vouch reserves the right to stop work immediately where staff safety is at risk.

Any work completed to that point remains payable.

22. Limitation of Liability

To the fullest extent permitted by law, Vouch's total liability under this agreement is limited to the amount paid by the Client for the affected services.

Vouch is not liable for indirect, incidental, special or consequential losses.

Nothing in this agreement limits rights that cannot legally be excluded.

23. Hug-Back (High Five) Guarantee

We're incredibly proud of the experience we provide and the work we create.

If you're not happy, we'll work with you to make it right. That may include additional editing, rewriting, additional interviews, a reshoot or another reasonable solution.

If, after giving us a fair opportunity to resolve your concerns, you're still genuinely not satisfied, we'll refund the amount paid for the affected service.

That's our Hug-Back (High Five) Guarantee.

24. Governing Law

This agreement is governed by the laws of New Zealand.

25. Entire Agreement

This agreement, together with the accompanying Service Document and our published Privacy Policy, forms the complete agreement between the Client and Vouch and replaces any previous discussions or proposals relating to the project.

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