WHY DOES THE REIMBURSEMENT NOT COVER THE COST OF THE VISIT?
All reimbursements are decided by the client. Sometimes this will cover the cost of the visit and in other cases is a contribution towards the overall cost.
DO YOU REIMBURSE FOR TRAVEL/PARKING EXPENSES?
No, unless otherwise stated in the visit brief.
DO YOU REIMBURSE TIPS/GRATIUITIES?
We can reimburse tips/gratuities left during visits so long as these appear on the itemised or card receipt and you have not exceeded the maximum reimbursement. If the amount is not stated on the receipt or you have left a cash tip, we are unable to reimburse this.
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Reimbursement payment dates
WHEN CAN I EXPECT TO BE REIMBURSED? When your report has been reviewed by the Assessment Quality team, you will receive a confirmation email with a reimbursement date, which will be within 4 weeks of your visit. Your reimbursement will be paid to the ...
Cancelling and Rescheduling a visit.
CAN I CANCEL OR RESCHEDULE A VISIT? You can change your visit date or cancel your visit if your circumstances change. This should be done via the HGEM Go app or on the 'My scheduled visits' tab on the home page of your online profile. Please don't ...
How to behave on a visit
The general rule is to just act normally. Whilst we need you to be observant, we would also like you to have a good experience if possible - and of course, not to look suspicious! WHAT IF I KNOW SOMEONE WHO WORKS THERE? You are not permitted to carry ...
When a venue is closed during advertised opening hours
Sometimes, we may be unaware that a venue is closed during their advertised opening hours. Double check you are at the right location and then look around for possible reasons why the venue is closed and/or when they might be open again. Please take ...
When a venue is full or not serving food
If your visit is during office opening hours and you can contact us without drawing attention to yourself, then please do so and we can advise you of what to do. WHAT IF THERE IS A WAIT TO BE SEATED? Most often when arriving at a venue that is full, ...