Version 2.1. Effective date: October 22, 2026. Purchases made before that date are governed by the version of these terms in effect when they were made.

1. ABOUT THESE TERMS

1.1 These terms (the “Assessment Terms”) apply when you buy the LoyaltyOps Leadership Competency Assessment (the “Assessment”) from LoyaltyOps Inc. (“LoyaltyOps”, “we”, “us” or “our”). “You” means the person or organization that buys the Assessment.

1.2 You agree to these Assessment Terms when you tick the box at checkout or, if we invoice you, when you pay the invoice that refers to them. If you buy for an organization, you confirm that you have the authority to agree for it.

1.3 If you’ve signed another agreement with us that covers the Assessment, such as a Master Services Agreement and Statement of Work, that agreement applies where it differs from these Assessment Terms.

1.4 Our Privacy Policy, at https://loyaltyops.com/privacy-policy, explains how we handle personal information. Section 15 covers the Assessment.

2. WHAT YOU’RE BUYING

2.1 There are two versions:

(a) the Single Leader Assessment, for one leader; and

(b) the Team Assessment, for a leadership team of four to eight leaders who work together, including the CEO, assessed at the same time. A team of more than eight is quoted separately. A group of fewer than four buys Single Leader Assessments.

2.2 For each leader, the Assessment includes one round of:

(a) a Self-Assessment, in which the leader answers questions about their own leadership behaviour;

(b) an Observer Assessment, in which people who work with the leader (the “Observers”) answer the same questions about them;

(c) a Results Report, with general guidance and a plan for the year ahead; and

(d) a 45-minute virtual debrief with LoyaltyOps.

2.3 A Team Assessment also includes the team’s combined results in each leader’s report, and a 60-minute virtual debrief with the whole team, as set out in section 4.9.

2.4 Observer limits:

(a) for a Single Leader Assessment, up to 15 Observers: the leader’s supervisor if they have one, up to 5 peers, up to 7 people the leader leads, and up to 2 others; and

(b) for each leader in a Team Assessment, every other leader on the team, up to 5 people the leader leads, and up to 2 others. The CEO answers as a peer.

2.5 The Assessment doesn’t include coaching, facilitated sessions or an engagement plan. Those are separate services.

3. PRICE AND PAYMENT

3.1 The price is the one shown at checkout or on your invoice. If you’re in Canada, you pay in Canadian dollars, plus GST or HST, which the checkout calculates for your province. If you’re in the United States, you pay in US dollars, and no GST or HST is charged.

3.2 Payment is due in full before we send the Assessment links. Payment at checkout is by card, processed by Stripe. If we invoice you, the invoice is payable in full before we send the Assessment links.

3.3 The price you paid covers the Assessment you bought, even if our prices change before it starts.

4. HOW THE ASSESSMENT RUNS

4.1 Intake. After you pay, we send you our intake form. On it, you give the name, role and email address of each leader taking part, and book the debrief. You confirm that each leader you name knows they’ll be taking part and that you may give us their details.

4.2 Time to start. The round must start within 12 months of the date you paid. If it hasn’t started by then, your purchase ends and isn’t refunded, unless the delay was caused by us.

4.3 The start of the round. We email each leader their Assessment links within one working day of receiving your intake form. The day we email a leader their links is the start of the round (the “Start Date”). In a Team Assessment, every leader has the same Start Date. Each leader invites their own Observers and follows up with them. LoyaltyOps never contacts Observers.

4.4 The Due Date. We set the date by which leaders and their Observers complete the Assessment (the “Due Date”). It’s at least 14 days after the Start Date, and before your debrief. We email each leader their Due Date with their links, and we send each leader at least one reminder before it.

4.5 One extension. You, or any leader taking part, may ask for one extension of 14 days, using the link in our reminder email or by emailing [email protected].

(a) If you ask before the Due Date, we grant the extension, and the Due Date moves 14 days later.

(b) Each round can be extended once.

(c) In a Team Assessment, the extension applies to the whole team.

(d) A request made after the Due Date is at our discretion.

4.6 Closing the round. The round closes at the end of the Due Date, as extended under section 4.5. Answers received after the round closes aren’t included.

4.7 If few or no Observers answer. If a leader has completed their Self-Assessment, we prepare their Results Report from the answers received by the time the round closes, even if few or no Observers answered. Groups with too few answers to show on their own are combined with other groups in the report, or counted only in the combined score from everyone except the leader. A report with fewer answers is still a completed Assessment.

4.8 If a leader doesn’t complete their Self-Assessment. If a leader hasn’t completed their Self-Assessment by the time the round closes, we don’t prepare a Results Report for that leader, and there’s no debrief for them. That leader’s Assessment is treated as completed and isn’t refunded.

4.9 Team results. In a Team Assessment:

(a) the team’s combined results include only the leaders who completed their Self-Assessment;

(b) the team’s combined results are prepared only if at least three leaders complete their Self-Assessment. If fewer than three do, each of them still receives their own Results Report, without team results; and

(c) if not every leader on the team has completed their Self-Assessment, we’ll recommend rescheduling the team debrief, and you decide whether to keep it or reschedule it. The team debrief takes place either way, within the time set out in section 5.2.

4.10 The report. Results Reports are ready up to three working days after the round closes.

4.11 Changing a leader. You may replace a leader named on your intake form with another leader until we send that leader their links. After that, the leader can’t be changed.

5. THE DEBRIEF

5.1 You book the debrief when you fill in the intake form, for a date after the Results Report is ready. You may reschedule it. If the round is extended, we’ll ask you to move the debrief to a date after the new report date.

5.2 The debrief must take place within 60 days of the date of the Results Report. If it doesn’t, it lapses, and no refund or credit is given for it.

6. RESULTS, CONFIDENTIALITY AND PRIVACY

6.1 The report belongs to the leader. Each leader’s Results Report is shared with that leader, and each leader decides what to share. If you paid for someone else’s Assessment, we tell you only whether the Assessment was completed. In a Team Assessment, before the Due Date, we may tell you and the team’s CEO which leaders haven’t completed their Self-Assessment yet, so the team can finish or ask for the extension. Neither of you sees anyone’s answers or results.

6.2 Team results. On a leadership team, each leader’s own results are private to them, the CEO included. Everyone on the team, whoever paid, and LoyaltyOps see the team’s combined results, and those results never show anyone’s name. Because the team’s combined results come from a small number of leaders, a leader may be able to work out something about how another leader’s results compare.

6.3 Observer answers. Observer answers are grouped by their relationship to the leader. Apart from a supervisor’s, names never appear in a report, and the leader never sees which person gave which answer. When only a few people answer in a group, the leader may be able to guess who they are. You and the leader agree not to try to find out who gave which answer.

6.4 Use of results. The results are for the leader’s development. You agree not to use them, or ask anyone else to use them, in decisions about a leader’s hiring, pay, promotion, performance reviews, discipline or dismissal.

6.5 Our use of AI. LoyaltyOps uses AI tools to help analyze the answers and draft the report, and a person at LoyaltyOps reviews and approves it before the leader sees it. Before any answers reach an AI tool, we remove names and replace them with codes, and the key that links the codes to names stays with LoyaltyOps. Your answers aren’t used to train AI models. An AI tool never makes a decision about you.

6.6 How long we keep it. Assessment answers are kept for 15 months after a leader’s last assessment, then deleted, as set out in Section 15 of our Privacy Policy.

6.7 Quebec. The Assessment isn’t currently available to clients in Quebec.

7. WHAT THE ASSESSMENT IS, AND ISN’T

7.1 The Assessment shows competency scores based on people’s perceptions of a leader’s behaviour. It doesn’t measure business results. You measure your own business results, using your own numbers.

7.2 The Assessment is a development tool. It isn’t a psychological assessment, a clinical tool or an employment test.

8. RETURNING, AND STARTING AN ENGAGEMENT

8.1 Returning within 15 months. If you buy the Assessment again within 15 months of a leader’s last assessment, the new report compares the results with the earlier ones. After 15 months, the earlier answers have been deleted, and the leader starts fresh.

8.2 Starting an engagement within 90 days. If you sign 1:1 Leadership Development or Leadership Team Development with us within 90 days of the date of the Results Report, those results become the engagement’s initial assessment, and nothing is re-run. The start assessment is left off the engagement invoice. This applies to those two engagements only.

9. REFUNDS AND CANCELLATION

9.1 All sales are final. Once you’ve paid, the Assessment can’t be cancelled or refunded, including if:

(a) the round doesn’t start within 12 months of purchase;

(b) a leader doesn’t complete their Self-Assessment;

(c) few or no Observers answer;

(d) a Team Assessment has no team results because fewer than three leaders completed their Self-Assessment; or

(e) the debrief lapses.

9.2 Nothing in these Assessment Terms takes away any right you have under consumer protection law that can’t be waived.

9.3 If we don’t deliver a Results Report or a debrief for a reason within our control, we’ll either deliver it later, at a time that works for you, or refund what you paid for that leader’s Assessment.

10. OUR CONTENT

10.1 LoyaltyOps owns the LoyaltyOps Leadership Competency Model, the Assessment questions, the format of the Results Report, and all related materials (the “Assessment Materials”). LOYALTYOPS™ is a trademark of LoyaltyOps Inc.

10.2 Each leader may keep their Results Report and use it for their own development. You and the leader must not copy, publish, sell or adapt the Assessment Materials, or use them to assess anyone else, without our written permission.

11. CONFIDENTIALITY

11.1 We keep your organization’s information confidential, and use it only to deliver the Assessment.

11.2 You keep the Assessment Materials confidential, and use them only for the Assessment.

11.3 Either of us may disclose confidential information where the law requires it, after giving the other notice where the law allows.

12. DISCLAIMER

12.1 We deliver the Assessment with care and skill. Apart from what these Assessment Terms expressly say, and to the fullest extent the law allows, we make no representations, warranties or conditions, express or implied, about the Assessment, and we don’t promise any particular result from it.

13. LIMITATION OF LIABILITY

13.1 To the fullest extent the law allows, LoyaltyOps will not be liable to you for any indirect, incidental, consequential, special, exemplary or punitive damages, or for any loss of profits, revenue, data or use, arising out of or relating to these Assessment Terms or the Assessment. This applies whether the claim is based on contract, tort including negligence, or anything else, and whether or not the damage was foreseeable.

13.2 To the fullest extent the law allows, our total liability for all claims relating to an Assessment is limited to the amount you paid for it.

13.3 Nothing in these Assessment Terms limits or excludes any liability that the law doesn’t allow us to limit or exclude.

14. DISPUTES AND GOVERNING LAW

14.1 If a dispute arises out of these Assessment Terms and you and we can’t resolve it by agreement, you and we will try in good faith to settle it through mediation for up to thirty (30) days after one of us gives the other notice of the dispute. If the dispute isn’t resolved and either of us starts a legal action, the party that wins is entitled to be paid by the other party all costs and expenses it incurred, including legal fees.

14.2 These Assessment Terms are interpreted and governed by the laws of the Province of Ontario.

15. GENERAL

15.1 Changes. We may update these Assessment Terms. The version in effect when you buy applies to that purchase.

15.2 Severability. If any part of these Assessment Terms is found invalid or unenforceable, the rest stays in effect. If limiting that part would make it valid and enforceable, it applies as limited.

15.3 Waiver. If we don’t enforce a part of these Assessment Terms, that doesn’t stop us from enforcing it, or any other part, later.

15.4 Assignment. You may not transfer your rights under these Assessment Terms without our written consent.

15.5 Relationship. We’re an independent contractor. Nothing in these Assessment Terms makes us your employee, agent or partner.

15.6 Entire agreement. These Assessment Terms are the entire agreement between you and us about the Assessment, except where section 1.3 says another agreement applies.

16. CONTACT US

LoyaltyOps Inc.
430 Hazeldean Road, Unit #6, Suite 17
Kanata, Ontario, Canada K2L 1T9
Email: [email protected]
Phone: 1 365-659-4720