User Research Interview

Terms & Conditions

Version 1.0  |  Effective date: 20 March 2026

Thank you for agreeing to take part in user research with Cleo. These Terms & Conditions explain how we will use your time, protect your information, and reward your participation. Please read them carefully before your session.

By confirming your participation — whether by replying to our invitation email, clicking a booking link, or attending a session — you agree to these Terms & Conditions.

1. About Cleo and This Research

Cleo AI Ltd (“Cleo”, “we”, “us”) is a financial wellness app headquartered in London, UK. Our user research programme helps us understand how people manage their money so we can build better products.

Research interviews are conducted by members of our User Research team, and occasionally by trusted third-party research partners acting on our behalf. Any third-party partners are bound by the same confidentiality and data protection obligations as Cleo.

2. Participation

2.1 Voluntary participation

Taking part is entirely voluntary. You may withdraw at any time before, during, or after the session without giving a reason and without any impact on your Cleo account or access to the app.

2.2 Eligibility

To be eligible you must:

• Be 18 years of age or older

• Be a current or recent Cleo user, or be part of a specific group we have invited to take part

• Not be an employee, contractor, or immediate family member of a Cleo employee

3. What to Expect

Sessions typically take 30–60 minutes and will be conducted remotely via video call, or in person at a Cleo office. During the session a researcher may:

• Ask you questions about your financial habits, goals, and experience using Cleo

• Show you prototypes, designs, or app features and ask for your feedback

• Ask you to share your screen or complete tasks while thinking aloud

4. Recording

We may wish to record the session for note-taking and analysis purposes. Recording is entirely your choice.

Before the session begins, your researcher will ask whether you consent to being recorded. You can say yes or no — your decision will not affect your eligibility for the incentive or any other aspect of your participation.

If you agree to recording, you may withdraw that consent at any point during the session. The researcher will stop the recording immediately upon request.

Recordings are stored securely, accessible only to relevant Cleo team members, and deleted within 12 months of the session date, unless you request earlier deletion.

5. Your Incentive

5.1 Gift card reward

As a thank-you for your time, eligible participants will receive a gift card following completion of their session. The value and retailer of the gift card will be stated in your original invitation email.

5.2 Eligibility for the incentive

To receive the gift card you must:

• Attend and complete the scheduled session (or the agreed portion of it)

• Provide a valid email address to receive the gift card

• Not have received an incentive for another Cleo research session within the past 30 days

5.3 Delivery

Gift cards will be issued digitally to the email address you provide, usually within 5 working days of your session. Cleo is not responsible for gift cards that cannot be delivered due to an incorrect email address provided by the participant.

5.4 Tax

Depending on your personal circumstances, incentives may be considered taxable income. Cleo does not provide tax advice — if you are unsure, please consult a tax professional. Cleo will not be liable for any tax obligations arising from your incentive.

6. Data Protection & Privacy

6.1 How we use your data

Any personal data collected during the research session will be used solely for the purpose of improving Cleo's products and services. We will collect and process your data in accordance with our Privacy Policy (available at cleo.com/privacy) and applicable data protection law, including the UK GDPR and Data Protection Act 2018.

6.2 What we collect

During the research process we may collect:

• Your name and contact details (to schedule and follow up on your session)

• Audio and/or video recordings (if you consent — see Section 4)

• Notes and observations made by the researcher during the session

• Any feedback, opinions, or ideas you share

6.3 Your rights

You have the right to access, correct, or request deletion of your personal data at any time. To exercise these rights, please contact us at research@meetcleo.com.

7. Confidentiality

During the session you may be shown concepts, prototypes, or features that have not yet been released. By taking part, you agree to keep this information confidential and not to share it publicly, including on social media, until it has been officially announced by Cleo.

Cleo will keep your individual responses confidential. Findings from research sessions are reported in aggregate and anonymised form internally. Your name will never be attributed to specific quotes or feedback without your explicit written permission.

8. Intellectual Property

Any feedback, ideas, or suggestions you share during the session may be used by Cleo to improve its products. By participating, you agree that Cleo owns any intellectual property rights in such feedback, and that you will not seek compensation beyond the incentive described in Section 5.

9. Liability

Cleo's liability in connection with this research programme is limited to the fullest extent permitted by law. We will not be liable for any indirect, incidental, or consequential loss arising from your participation.

Nothing in these Terms & Conditions limits Cleo's liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.

10. Changes to These Terms

Cleo reserves the right to update these Terms & Conditions at any time. Any material changes will be communicated to participants before their session. Continued participation after notification of a change constitutes acceptance of the updated Terms.

11. Contact Us

If you have any questions about these Terms & Conditions or your participation, please contact us:

User Research Team, Cleo AI Ltd

Email: research@meetcleo.com

Website: cleo.com/privacy

Address: Cleo AI Ltd, 1-2 Broadgate, London, EC2M 2QS

Cleo AI Ltd is registered in England and Wales. Company number: 09660085.

These Terms & Conditions were last updated on 20 March 2026.