terms and conditions

our terms and conditions

1. The project costings are based on the research design (the methodology, sample size, timings and deliverables) outlined in the proposal. We will not proceed with our proposal until you are completely satisfied with the design and have provided written authority for us to proceed. After the project starts, should you need to change any design aspects, a re-quotation will be required.


2. The timings and costings outlined in the proposal are based on staff availability and fixed costs at the time of submitting the proposal. Our proposal is valid for 30 days from the date on the cover. Should this proposal be accepted after 30 days, PLAY will review your requirements and may need to submit a revised proposal. 


3. The project will be activated by PLAY upon an acceptance signature or confirmation email by the authorised client.

  1. Payment is due within 14 days from the date of invoice unless by prior arrangement;
  2. For all projects with a value of $50,000 or less, 100% of project fees will be invoiced at the time of commissioning.
  3. For all projects with a value over $50,000, 50% will be invoiced on commissioning and 50% on delivery of first presentation or first report (whichever comes first)
  4. Where PO numbers are required, the provision of a PO number must occur within 7 days or work will be suspended except by prior arrangement.
  5. Work will be suspended on any project with an overdue invoice until paid in full except by prior arrangement.
  6. All fees are quoted in Australian dollars, excluding GST, unless otherwise noted.
  7. International projects may incur additional processing charges in relation to bank transfers and currency exchange.

4. If the Proposal states that the Fees and Expenses are an estimate only, you acknowledge that the final Fees and Expenses may be more or less than the estimated amounts. We will endeavour to inform you of any material variation as it becomes apparent.

  1. Additional out of pocket expenses and client requested expenses incurred in the delivery of the project will be invoiced in addition to the fees quoted in the Proposal unless otherwise stated. These disbursements will incur a 15% processing surcharge. Disbursements may include taxis, couriers, complex stimulus preparation, product purchases, equipment hire, video production and client refreshments.

5. Rescheduling, postponement or cancellation of a project must be advised by the client in writing accompanied by the authorising signatures and directed to the PLAY Client Service Executive.

  1. You may reschedule project work up to 5 business days before the scheduled start date. Any additional costs incurred by us to change or cancel venue hire, field or sample supply and any reasonable labour costs that have been accrued will be charged in addition to the original project fees.
  2. Postponement of a project for more than 30 days and up to six months will incur an additional surcharge of 10%. Play MR reserves the right to re-cost a postponed project upon its recommencement. Postponement of a project for more than six months will be deemed as a project cancellation.
  3. In the event of project cancellation, Play MR reserves the right to payment for all costs and time incurred on the project or 30% of total project fees, whichever is greater.
  4. All cancelation fees are payable within 7 days.
  5. If a project is prepaid, prepayments are retained as credit against future work for up to 12 months from the original invoicing date. After 12 months, a fee equal to 20% of the original payment amount will be charged against the total credit amount and a fee equal to 5% of the original payment amount will be charged monthly thereafter.  

6. Force Majeure – we will carry out the project in accordance with the timing quoted in or for the proposal, but we will not be liable for delay or frustration which arises from an act or event substantially beyond PLAY’s reasonable control.


7. For face to face studies we either provide a fixed number of interviewing hours/days or an estimated strike rate with each quote based on information provided. However, if this is not achieved due to certain factors such as poor store traffic, quotas, environmental factors which are beyond our control, the strike rate may be revised. If you are uncertain of the strike rate we strongly recommend that we conduct a pilot study to confirm the rate before the main fieldwork commences.


8. It is the responsibility of the client to provide any additional support material, unless PLAY is asked to source these materials. In which case, a quote for services will be provided as part of the proposal.
You are liable for and agree to indemnify, defend and hold us harmless for and against any and all claims, liabilities, suits, actions and expenses, including costs of litigation and reasonable legal costs, resulting directly or indirectly from:

  1. any information that is not accurate, up to date or complete or is misleading or a misrepresentation;
  2. your negligent acts or omissions;
  3. any breach of these Terms;
  4. any misuse of the Services from or by you, your employees, contractors or agents; and
  5. the Products, including but not limited to the contamination of or allergic reactions of individuals to the Products.

9.  In the event that products are needed to be sourced by PLAY, after project commission, PLAY will charge for the products + 20% admin fee and the number of hours taken to source the products at $100 per hour.


10. It is the responsibility of PLAY to treat all information as confidential.


11. The timing of the project is contingent on all components being completed within the allocated time. Should any component exceed the original timeframe (as a result of a client delay, or the task becoming more involved than originally proposed), PLAY will charge additional project management fees on a pro-rata basis. We will also be required to revise the deliverable date of the final report.


12. The reports and deliverables included in the costings are outlined in the output section of this proposal. An additional fee will be charged for any reports or presentations required outside those listed.


13. While PLAY makes every endeavour to provide accurate and reliable data, information and recommendations, the nature of the marketplace and the nature of the implementation of any actions arising from the research we undertake makes it impossible for us to guarantee any specific future outcome from the work we perform. Therefore we do not accept liability for any actions which may be taken by the client as a result of consideration of our project outcomes.


14. PLAY's head office is located at 4/111 Old Pittwater Rd, Brookvale NSW 2100 Australia.

make an enquiry

you're in good

  • 00000369f-treasury_wine_estates
  • CUB-logo-e1440724666799
  • logo-coles
  • 1200px-Saputo_logo.svg-1
  • logo-primary
  • images


“PLAY’s ability to simplify what is sometimes a complex innovation research process worked perfectly. They approached the challenge efficiently, and quickly identified how the new packaging would deliver against our brand’s KPIs, and where there were opportunities to optimise the new designs further.”

Michael Sergeant, Group Marketing Manager,
Campari Asia Pacific

"PLAY is my go-to market research agency because of their can-do attitude, their willingness to try something new, their continual strive for the best technology and products as well as their sharp, concise, insightful reporting. They are fun to work and play with."

Alison Turner, Quantitative Research Manager,

“PLAY have shown a strong understanding of research approaches, consumer brands and the FMCG categories we operate in. They have successfully turned around fast research projects as required but they have also challenged us and worked in partnership on a number of more strategic challenges.”

Mark Whitby, Regional Consumer Market Insight Manager,

“PLAY’s no-nonsense approach and ability to quickly get to the heart of the problem makes them the perfect partner for us. They tackle the business issue with methodologies that are spot on for our timeframes and budgets. Recommendations are relevant, actionable and delivered in a way that makes them extremely easy to digest.”

Ned Tesic, Head of Marketing,
Sydney Markets

as featured in