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General Terms and Conditions
These General Terms and Conditions (hereinafter: "General Terms and Conditions") apply to all contracts, quotations, and agreements, as well as the arrangements contained therein. Any agreements deviating from the General Terms and Conditions must be agreed upon separately in writing between the client and the designer.
Prices are subject to fluctuation during the period before a quotation is accepted. A quotation may be accepted up to two months after it is drawn up. Amounts in the quotation are stated exclusive of VAT. Rates reflect the situation at a specific point in time and do not guarantee future rates. The client remains responsible for the information provided, upon which the quotation is based.
Projects are delivered in phases: Phase 1: research, Phase 2: prototyping, Phase 3: testing, and Phase 4: validation. Each of these phases includes two rounds of feedback. Anything beyond this is charged at an hourly rate.
The success of UX research hinges on input: if a client provides feedback late or fails to supply test users, the deadline shifts. The deadline is voided entirely if the client does not respond within two working days, and hours incurred due to the delay will be billed subsequently.
The project timeframe included in the start-up phase is indicative and subject to change. Variations are permitted only if agreed upon in writing.
2 Accessibility
Changes after submission: Once a project has been submitted, it is tied to a specific date and time for the study. Any changes made by the client after this time fall outside the scope of responsibility of NORM and this report.
Accessibility guarantee: Since accessibility is a fluid concept, NORM can never guarantee that a delivered project is fully accessible. For instance, this changes if the client posts inaccessible content.
Compliance with accessibility legislation: Upon delivery of the project, responsibility for compliance with the regulations (WCAG 2.2) is transferred to the client.
Liability: Under no circumstances does NORM Studio accept responsibility for administrative fines, penalty payments, or claims from third parties (such as advocacy groups for people with disabilities) imposed on the client.
Maximum liability: NORM fully excludes liability for fines related to the EAA. The studio’s liability cannot exceed the maximum amount of the invoice charged for the original project.
Maximum liability: NORM fully excludes liability for fines related to the EAA. The studio’s liability cannot exceed the maximum amount of the invoice charged for the original project.
3 Privacy
User research & privacy (GDPR): A separate data processing agreement (DPA) is used for user testing. This agreement is signed separately, and the client is responsible for obtaining consent from the users they provide.
Ownership of research data: The anonymized insights belong to the client, but the raw video, audio recordings, and personal data of testers are destroyed after the project (in accordance with the GDPR).
Compliance with accessibility legislation: Upon delivery of the project, responsibility for compliance with the regulations (WCAG 2.2) is transferred to the client.
4 Termination of cooperation
Cancellation fees: If the client cancels 14 days or less before the start of the project, they must pay 25% of the project price; if cancellation occurs 7 days or less before the start, the amount payable is 50%.
Premature termination of the design: If the client pulls the plug prematurely, the client will have to pay 25% of the remaining phase because the designer cannot immediately move on to a next project.
Early termination of the design project: If the client pulls the plug on the project prematurely, they will be required to pay 25% of the fee for the remaining phase, as the designer cannot immediately switch to another project. These costs will also cover hired test users and purchased licenses.
Compensation for reserved time: 50% of the remaining, unexecuted project budget must be paid as compensation for the resulting gap in the company's schedule.
Dissatisfaction: If the customer is dissatisfied (within the first 14 days following delivery), notification must be provided in writing. Norm will then make every effort to resolve the issue.
Tool licenses: Licenses purchased exclusively for the project—and required for it—are either charged on directly or purchased by the client.
Intellectual property & source files: Who owns the Figma files, design systems, and UI kits? The client only becomes the owner of the final product after final payment. Rights to the underlying methodology, reusability, and the design system remain with NORM studio.
Ownership of the designs: NORM retains ownership of the designs at all times and may use them for its own promotional purposes and in its portfolio.
Exclusion of refunds: Payments for the phases already delivered and approved are non-refundable.​
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De [NORM] (UX) studio