Terms of Service
These terms explain how working with The Outside Look works — what you can expect from us, what we need from you, and what happens if plans change.
We’ve tried to keep them clear and useful. If something doesn’t make sense, ask us before you book.
1. Who we are
The Outside Look Ltd (“The Outside Look”, “we”, “us” or “our”) provides independent diagnostic, learning and facilitated working services.
Company number: SC901167
Registered office: 48 West George Street, Glasgow, G2 1BP
Contact: hello@theoutsidelook.scot
These Terms apply to all bookings made with us.
2. Our five ways to work with you
We offer five products:
Masterclass — Learn about it.
A public learning session. It does not diagnose your individual business.
Clinic — Explore it.
A public session that helps people apply learning to a shared problem. It is not an investigation of one individual business.
Private Lab — Work on it.
A private session focused on one defined problem in your business. It is not a formal MOT diagnosis.
Quick MOT — Investigate it.
A focused diagnostic looking at one specific part of Customers or People within Attract, Engage or Retain.
Full MOT — See the whole picture.
A broader diagnostic of either Customers or People across Attract → Engage → Retain.
The right product depends on what needs investigating. They are not a required sequence.
3. Who can book
Our standard public bookings are for adults aged 18 or over.
You do not need to already run a business to attend a Masterclass or Clinic.
Private work may also be suitable for somebody preparing to launch a business where there is enough real material, process, proposition, system or evidence for us to investigate properly.
If there is not yet enough evidence for the depth of work you have booked, we will tell you rather than pretend otherwise.
4. Making a booking
Bookings are made online and paid in full at the time of booking.
Your booking becomes binding when:
you accept the Terms that apply to your booking; and
your payment succeeds.
We’ll then send confirmation by email.
Please check your booking details and tell us promptly if anything is wrong.
5. Masterclass and Clinic bookings
Masterclasses and Clinics may be booked at short notice, subject to availability and the booking cut-off shown online.
If your session will take place within 14 days of booking, we will ask you to expressly request that we provide the service during that period and acknowledge that your cancellation right ends once the session has been fully delivered.
Our separate Cancellations & Refunds page explains the rules in full.
6. Private work
Private Lab, Quick MOT and Full MOT have different minimum booking lead times.
A Private Lab can normally be booked from 70 hours before the session, a Quick MOT from 14 calendar days before the work begins, and a Full MOT from 21 calendar days before the work begins, subject to availability.
Where a Private Lab takes place within 14 days of booking, you expressly request that we provide the service during that period and acknowledge that, once the Private Lab has been fully delivered, any statutory cancellation right that depends on the service remaining unperformed will end.
For Quick MOT and Full MOT, we will not normally begin substantive professional work during any statutory cancellation period unless you have expressly asked us to do so.
Private work is time boxed. You are buying the agreed investigation or delivery window, not an unlimited commitment to keep investigating until every possible source has been examined.
We will work with the evidence reasonably available during that window and make any important limitations clear.
7. Access and information
For private work, we may ask you to make relevant people, systems, communications, processes or evidence available.
We deliberately keep pre-work light. We do not normally ask you to assemble a large evidence pack before an MOT.
Where internal systems are relevant, we will normally ask you to show us what matters rather than give us passwords or permanent access.
If information or access is unavailable, we will continue where it is sensible to do so and explain any effect on our findings.
8. Our diagnostic independence
The Outside Look is independent.
Our job is to investigate what is actually happening, explain what the evidence supports and identify what deserves attention.
You are welcome to challenge a finding or provide new evidence. We will correct factual errors where appropriate.
We will not change a properly supported finding simply because somebody would prefer a different conclusion.
9. What our work does — and does not — promise
We will provide our services with reasonable care and skill.
We do not guarantee a particular commercial, customer, recruitment, retention, people or financial outcome.
Our findings and recommendations help you understand what matters and decide what to do next. You remain responsible for decisions you make and for implementing them.
We do not provide regulated legal, financial or other professional advice unless we explicitly agree otherwise in writing.
10. Reports
Where your product includes a report:
Quick MOT: final report within 5 working days after the booked diagnostic window ends.
Full MOT: final report within 10 working days after the booked diagnostic window ends.
We will send it earlier where it is ready.
Missing or unavailable evidence does not automatically extend the deadline. We will report with the appropriate limitation instead.
Quick and Full MOTs include one optional 30-minute follow-up at no extra charge. It must be used within 30 days of the report being sent.
11. Using and sharing your report
You may use your final report for your own business or organisational purposes.
You may share it with people such as advisers, funders, delivery partners and decision-makers where that is useful to you.
The report was prepared for the customer who commissioned it and their particular circumstances. Somebody who later receives a copy does not automatically become our client and should not treat it as professional advice prepared specifically for them.
If you want us to prepare work specifically for a named third party to rely on, that needs separate written agreement.
Our methodology, frameworks, templates and reusable intellectual property remain ours.
12. Confidentiality
We treat non-public information you share with us during private work as confidential.
We will not publish identifiable client information, testimonials, case studies, screenshots or quotes without separate permission.
We may retain and learn from genuinely anonymised patterns where an individual or client cannot reasonably be identified.
13. AI-supported work
We may use approved business-grade AI tools to support tasks such as organising evidence, identifying patterns, challenging analysis and drafting.
AI does not make our professional findings for us.
The Outside Look remains responsible for the judgement, findings and recommendations we give you.
Our Privacy Policy explains how personal information is handled.
14. Changes to scope
Small clarifications may be absorbed within the booked work.
If you ask us to do materially more than you booked, we will agree the additional scope, price and any timing effect with you before the extra work begins.
15. Cancellations, refunds and moving a booking
Our Cancellations & Refunds page forms part of these Terms.
It explains the rules for:
Masterclass and Clinic bookings;
Private Lab and MOT bookings;
the initial cancellation period;
rescheduling;
no-shows; and
what happens if we have to cancel.
Nothing in our cancellation terms removes rights you have by law.
16. If we need to cancel or change something
If we cancel, you may choose:
a full refund; or
a suitable priority reschedule at no extra cost.
If something outside our reasonable control affects delivery, we will try to adapt or rearrange the service fairly. If that is not reasonable, we will refund the part we cannot provide.
17. Conduct and safety
We may stop or leave an engagement if an environment becomes unsafe, threatening or seriously inappropriate.
We may warn or remove somebody whose behaviour is abusive, discriminatory, threatening or seriously disruptive.
A refund is not automatic where somebody’s own conduct causes the service to end.
18. Liability
We do not exclude responsibility that the law does not allow us to exclude.
To the fullest extent permitted by law, our total liability arising from a particular booking or service is limited to the amount you paid for that booking or service.
This limitation does not apply where the law does not permit liability to be limited or excluded, including fraud, death or personal injury caused by negligence, or statutory rights and remedies that cannot legally be restricted.
Our work is diagnostic. We are not responsible for losses caused by decisions, actions or implementation carried out by you or third parties except to the extent that a loss was properly caused by our own breach of contract or negligence.
19. If something goes wrong
Tell us.
We’ll acknowledge a written complaint within 2 working days and aim to resolve it within 10 working days.
Where we have genuinely got something wrong, our approach is:
understand it → fix or correct it where practical → use repeat performance, a price reduction or refund where correction is not enough.
20. Changes to these Terms
The Terms that apply to your booking are the Terms you accepted when you booked.
We may update these Terms for future bookings where our services, systems or legal obligations change.
21. Law
These Terms are governed by Scots law.
If you are legally a consumer, nothing in this clause removes any mandatory rights you have under the law that applies to you, including any right to bring proceedings in another court where the law permits that.
Last updated: 4 September 2026