What you can expect from us

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When you register as a Mystery Shopper Attitude is Everything will:

• Make any reasonable adjustments required to help you carry out shops to the best of your ability.

• Explain what you need to do in order to complete a Mystery Shop.

• Respond to any phone or email queries within a maximum of ten working days.

• Reimburse you for travel and ticket expenses, although these must be agreed in advance.

• Pay your expenses within a maximum of eight weeks after you request them. We hope it will be quicker in most cases.

• Give you feedback to help you improve your Mystery Shops.

• Listen to any concerns, comments or questions you have.

• Offer advice and support to help you explain the skills you have gained through Mystery Shopping for your CV for future volunteering or employment opportunities.

• Provide a reference where required, unless there is a reason why we cannot do so.

• Appreciate the time and energy you put into volunteering with the charity and thank you whenever we have an opportunity to do so.

What we expect from you

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In return, Attitude is Everything expect you to:

• Be reliable and complete any shops you are booked for.

• Give your honest opinion about the venues and festivals you visit.

• Make sure you check everything at the venues and festivals you visit.

• Bring the checklist to make sure you know everything that you need to check.

• Bring a personal assistant if you need one. If you are not able to get around the venue or festival to check everything, ask your personal assistant to help (as long as it will not affect your impairment if you are left on your own!).

• Where something does not work, explain what would make it better.

• Think about how other disabled customers would find the access. Even if you do not need an accessible toilet or to use a viewing platform, try to get information on what it is like so we know what other customers can expect.

• Not tell anyone at the venue or festival that you are a Mystery Shopper, even after the event.

• To submit your Mystery Shop and expenses request within four weeks of the date of your shop.

• Focus on the disabled access when you do a Mystery Shop. Nobody likes expensive food or drink, people talking during the band or rubbish support acts but only talk about these if there is a reason why they directly affect the disabled access.

• Contact us if you have a bad experience so we can report it to the venue or festival rather than talking about it on social media.

• Ensure any car you or your PA use is safe to drive and fully insured.

• Ask questions if you are unsure about anything.

Things you must not do

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Attitude is Everything are a charity. Our reputation and the trust we have with Deaf and disabled customers and the music industry is really important to us. When you Mystery Shop, you represent Attitude is Everything and it is important you do not do anything that could affect our reputation or the trust people have in us.

If you do any of the following, you may be removed as a Mystery Shopper. We might refuse to allow you to book any more shops and, in some cases, refuse to honour any shops you have already booked.

You must not:

• Complete a shop where you deliberately do not tell the truth about the disabled access at a festival or venue.

• Fail to tell us if you – or an organisation or group you are involved with – have an existing relationship with an event or festival which could make it hard for you to be fair or honest in your report.

• Fail to attend an event or complete a shop where the festival or venue have provided a ticket or free entry to Attitude is Everything. If there is an emergency and you cannot make it, you must let us know in advance (or within 72 hours if it is a last minute crisis or emergency).

• Use Attitude is Everything’s name to try to get free goods, tickets or services or preferential treatment at events.

• Act in a discriminatory, threatening or abusive way towards staff, volunteers or customers when Mystery Shopping for Attitude is Everything.

• Commit a criminal offence whilst Mystery Shopping for Attitude is Everything.

• Bully, harass, threaten or abuse Mystery Shoppers, volunteers or other disabled gig goers on our Mystery Shopping groups or elsewhere on social media.

• Post anything on social media that may be in breach of the 2010 Equality Act.

• Behave in any other way that brings Attitude is Everything into disrepute.