Program Overview
Secret Shoppers Club is a community initiative that connects independently owned small businesses with vetted local shoppers who provide honest, structured feedback about the in-store customer experience. By enrolling your small business in the program, you agree to these terms governing data collection, report usage, payment, and conduct.
Enrollment & Participation
Small Business enrollment is subject to approval by Secret Shoppers Club at its sole discretion. Enrolled small businesses agree to receive unannounced visits from vetted secret shoppers during the assignment window communicated at enrollment. Small Business owners and staff must not attempt to identify or interfere with shoppers during their visits. Enrollment may be paused or terminated by either party with reasonable written notice.
Data Collection & Usage
Secret Shoppers Club collects structured feedback from shoppers during and after their visits, including ratings, written observations, and demographic information about the shopper's experience. This data is used exclusively to generate reports for your small business and to improve the program. We do not sell, license, or share your small business's individual report data with third parties, other small businesses, or the general public. Aggregated, anonymized insights may be used internally to improve program quality.
Report Confidentiality
All visit reports, scores, and feedback generated for your small business are confidential and intended solely for your internal use. You agree not to publish, distribute, or publicly attribute individual shopper feedback without the express written consent of Secret Shoppers Club. Reports may not be used in marketing materials, legal proceedings, or employment decisions without prior written approval. Secret Shoppers Club retains the right to use anonymized, aggregated data from reports for program improvement and general marketing purposes.
Shopper Identity & Confidentiality
The identities of secret shoppers are strictly confidential. Secret Shoppers Club will not disclose the name, contact information, or any identifying details of any shopper to enrolled small businesses, before, during, or after a visit. Small Businesses agree not to attempt to identify shoppers through surveillance footage, payment records, or any other means. Any attempt to identify or contact a shopper outside of the program will result in immediate termination of enrollment.
Payment Terms
Program fees are communicated at enrollment and are due according to the payment schedule agreed upon at that time. All fees are non-refundable once a shopper assignment has been initiated. If a visit does not occur due to circumstances within Secret Shoppers Club's control (e.g., no suitable shopper available), a credit or rescheduled visit will be offered. Fees do not include the cost of the gift card provided to the shopper, which is covered by Secret Shoppers Club as part of the program. Small Businesses will not be charged for the shopper's gift card or any purchases made during the visit.
Gift Card & Shopper Compensation
Secret Shoppers Club provides each assigned shopper with a gift card to be used during their visit. This gift card is funded by Secret Shoppers Club and is not an additional charge to the small business. The small business agrees to honor the gift card as a standard transaction. The shopper's purchase using the gift card is a normal retail transaction and does not constitute compensation from the small business to the shopper.
Feedback Use & Dispute
Feedback collected through the program reflects the subjective experience of the assigned shopper on the date of their visit. Secret Shoppers Club does not guarantee that feedback is representative of all customer experiences. If you believe a report contains factually inaccurate information, you may submit a written dispute within 14 days of receiving the report. Secret Shoppers Club will review the dispute and, if warranted, annotate or amend the report. Disputes do not affect payment obligations.
Intellectual Property
All report templates, scoring rubrics, survey instruments, and program materials are the intellectual property of Secret Shoppers Club. Small Businesses receive a limited, non-transferable license to use their own reports for internal business purposes only. Reproduction, resale, or redistribution of program materials is prohibited without prior written consent.
Privacy & Data Retention
Small Business contact information and business details collected during enrollment are used solely for program administration and communication. We do not sell or share small business information with third parties. Report data is retained for a minimum of 12 months to allow for trend analysis and historical comparison. You may request deletion of your small business's data at any time by contacting us in writing; deletion requests will be honored within 30 days, subject to any legal retention obligations.
Termination
Either party may terminate participation in the program with 14 days' written notice. Secret Shoppers Club reserves the right to terminate enrollment immediately and without notice if a small business violates these terms, attempts to identify or contact a shopper, or engages in conduct that compromises the integrity of the program. Fees paid for assignments already initiated are non-refundable upon termination.
Limitation of Liability
Secret Shoppers Club is not liable for any indirect, incidental, or consequential damages arising from participation in the program, including but not limited to loss of business, reputational harm, or reliance on report findings. Our total liability for any claim arising under these terms is limited to the fees paid by the small business in the 30 days preceding the claim.
Program Changes
Secret Shoppers Club reserves the right to modify these terms, adjust program pricing, change assignment procedures, or discontinue the program at any time. Enrolled small businesses will be notified of material changes with at least 14 days' notice. Continued participation after the effective date of changes constitutes acceptance of the updated terms.
Looking for the Shopper Terms?
The terms for secret shopper participants are available separately. View Shopper Terms & Conditions →
Questions about these terms?
If you have questions about enrollment, data practices, or payment terms, please reach out at [email protected].