UserZoom Fair Usage Policy

1. Number of Live Studies Allowed (UserZoom Platform Only)

In relation to each live study purchased under and Order Form, the number of live UX studies allowed to be conducted by the Customer shall be subject to an average limit of one per day (with this average being taken over the span of a given calendar month), and subject to paragraph 2 below. 

2. Unlimited Participant Sourcing Limitations (UserZoom Platform Only)

Unless otherwise agreed in writing with UserZoom in the applicable Order Form, all unmoderated study types in the UserZoom platform that are designated as unlimited, are subject to: A) up to 15 Participants per unmoderated qualitative UX study (i.e. think-out-loud usability test); b) up to 100 participants per quantitative UX study type; c) studies being conducted on the UserZoom platform only; d) a total length of each study not exceeding 20 minutes; e) studies being conducted on desktop or mobile devices only; and f) a 20% or greater incidence rate among a general population audience (subject to a lower incidence rate being agreed in the applicable Order Form).

3. Unlimited Full Service Research (UserZoom Platform Only)

If the Unlimited Full Service Research service is purchased by Customer, UserZoom will, using the UserZoom SaaS platform, assist Customer with research studies on a full-service, end-to-end basis during the relevant subscription period. Only one study (plan, build, data collection, analysis, report, and presentation of findings) is permitted at a time and each study must be performed and completed sequentially prior to another study commencing. The participants for such end-to-end studies may be sourced by either Customer on its own, or through UserZoom's use of the permitted participant sourcing option(s)/method(s) under the applicable Order Form. UserZoom will provide resources for the Unlimited Full Service Research but will not provide one dedicated resource. Unless informed otherwise by UserZoom, the Customer will be required to purchase additional live studies for use during the Unlimited Full Research service. Customer may not use the Unlimited Full Research service for any other purpose than allowing UserZoom to assist with research. Unless informed otherwise by UserZoom, Customer must at all times possess a license for the UserZoom SaaS platform to make use of the Unlimited Full Service Research.

4. Exceeding Limitations (UserZoom Platform Only)

a. Customers who wish to exceed the limitations set out in paragraphs 1 to 3 should consult their UserZoom account manager prior to exceeding the limitations to understand and agree to the additional fees required. 

b. In the event Customer does not follow the process set out in paragraph 4(a) above, UserZoom reserves the right to charge Customer as set out below and invoice in accordance with the terms of the Agreement: 

Breach of Fair Usage Policy

Solution and Cost

Exceeding usage limitations of live studies Purchase of additional participant credits at a cost of $30 (USD) per participant credit
Exceeding usage limitations of participant sourcing Purchase of additional participant credits at a cost of $30 (USD) per participant credit


c. It is the Customer's responsibility to ensure compliance with the Fair Usage policy. UserZoom reserves the right to monitor platform usage to review compliance with the Fair Usage Policy and may notify Customer if it becomes aware that Customer has exceeded the Fair Usage Policy and shall be entitled to payment of the additional costs in line with this Fair Usage Policy. 

5. Participant Credits, Research Hours and Cancellation

a. Participant credits specified in the Order Form, if any, may only be redeemed against UserZoom-provided participants on the platform they have been purchased for and are subject to the relevant approved participant profile (as may be agreed between UserZoom and Customer from time to time).  

b. Research hours or participant credits (excluding Project Participant Credits or credits purchased for the Testapic platform) purchased by the Customer that have not been used prior to the expiration of a subscription period shall be capable of being carried over to the renewal subscription periods until there is a break in service due to the customer not renewing. In the event a customer does not renew, the remaining credits will be carried forward if the customer reinstates their subscription within 365 days from the most recent subscription termination date. 

c. Customer agrees that it may at any time cancel a Study and/or specific Participants scheduled to take part in such Study with a minimum of 24 hours' notice.  In the event Customer cancels a Study and/or Participants by providing less than 24 hours' notice, Customer shall be responsible for any associated costs including payments, incentives and/or expenses incurred by UserZoom in full.

6. Seats for UserZoom Go Platform

Notwithstanding anything to the contrary in the Order Form or the Agreement, the number of user seat(s) for UserZoom Go, if any, shall be limited to the number of seat(s) set forth in the applicable Order Form. If Customer requires an additional seat they should consult their UserZoom account manager to discuss the additional costs to be charged. 

7. Recruiting Restrictions for UserZoom Go Platform

The limitations on Participants for UserZoom Go are stated below and any recruit of such Participants will be at an additional cost:

  • Moderated recruiting for people who make over $100k per year. 

  • Moderated recruiting for people outside of the US or specific geo-targeting within the US.

  • Moderated recruiting with screening for hard to find/niche job titles.

  • Moderated recruiting with screening for niche customer behavior, such as using certain products that are not widely adopted.

  • In-person moderated recruiting.

If Customer wishes to recruit such Participants they should consult their UserZoom account manager. The price of such recruitment shall be:

Type of Plan

30 mins

60 mins

90 mins

Teams and Corporate Subscription Plan $45 USD $75 USD $120 USD
Experience Plan $150 USD $240 USD $315 USD


8. Sourcing for Testapic Platform

Unless otherwise agreed in writing, the sourcing of participants within the Testapic platform is limited to participants located in France and Belgium. If Customer requires sourcing outside of these countries they should consult their UserZoom account manager to discuss the additional costs to be charged.

9. Third Party Survey Sites

Notwithstanding anything to the contrary in the Order Form or the Agreement, Customer shall not be permitted to direct or instruct UserZoom-sourced Participants to visit any third-party survey, study or testing websites without UserZoom’s prior written consent (via email acceptable) in each instance.