Terms & Conditions

Louis Besson provides independent consulting services relating to client experience program review, analysis, and strategic recommendations. The scope of each engagement is agreed in writing before work begins.

Louis Besson does not execute, manage, or operationally deliver experiences on behalf of clients. Recommendations are advisory in nature and are offered as possibilities for consideration — not instructions.

All engagements are invoiced in Euros. Full payment is required upon agreement of scope. Work begins once payment is confirmed.

For larger organisations with formal procurement processes, alternative payment terms — 50% upfront and 50% within 30 days of delivery — may be agreed in writing in advance.

A 3.5% transaction fee applies to credit card payments. Bank transfer is the preferred payment method. Invoices are issued electronically.

If a client cancels within 48 hours of payment and before any work has begun, a full refund will be issued. Cancellation requests must be submitted in writing to info@louisbesson.com and include the client name and invoice reference.

Once work has begun, payment is non-refundable. For the purposes of these terms, work is considered to have begun upon receipt of the completed discovery questionnaire or upon the start of any review activity, whichever occurs first.

The scope of each engagement is confirmed in writing before work begins. Any significant change to the agreed scope requires mutual written agreement and may result in revised pricing.

Louis Besson reserves the right to decline scope changes that fall outside the nature of the original engagement.

All information shared by the client during an engagement — including internal materials, operational data, client information, and business strategy — is treated as strictly confidential.

This information will not be shared with any third party under any circumstances. Louis Besson will not reference specific client engagements publicly without express written permission from the client.

The written audit report produced for each client is the property of the client upon full payment of the invoice. The client is free to use, share, and reproduce the report in any way they choose.

Louis Besson retains intellectual property rights over the audit methodologies, frameworks, and internal tools used in the delivery of services. These are not transferred to the client as part of any engagement.

Deliverables are specified per engagement and confirmed in writing before work begins. For a Foundational Audit, deliverables include a written audit report and a post-report call. For a Focused Review, deliverables include a written summary of findings and a follow-up call. For Ongoing Advisory, deliverables are defined per the agreed scope.

All deliverables are provided in English and delivered electronically.

The recommendations provided by Louis Besson are advisory in nature. Louis Besson accepts no liability for decisions made by clients on the basis of audit findings or recommendations.

The client remains solely responsible for any changes made to their experience program, operations, or communications. Louis Besson's total liability in connection with any engagement shall not exceed the fee paid for that engagement.

These terms are governed by Swedish law. Any disputes arising from an engagement will be subject to the jurisdiction of Swedish courts.

For any questions relating to these terms, write to info@louisbesson.com. You will receive a response within 24 hours.