Terms of Service.
These Terms and Conditions govern investigative and related services provided by Raven Research & Investigations (“Raven”) to the individual or organization retaining Raven (“The Client”).
The Term of this Agreement begins on the date The Client accepts these Terms and Conditions and remains in effect until the completion or closure of the applicable assignment. Unless otherwise agreed to in writing, the Terms and Conditions applicable to an assignment are those accepted by The Client at the time the service is booked or retained.
The Client agrees to engage Raven Research & Investigations to provide private investigative and related professional services, which may include, but are not limited to:
General Investigative Services
Locates and Skip Tracing
Background Investigations
Inquiries
Interviews and Witness Statements
Litigation Support
Surveillance
Training
Social Media Research and Monitoring
Asset Searches
Proof of Residence
Place of Employment Research
Spot Checks
Property Searches
Location Verification
TSCM (Technical Surveillance Countermeasures)
Heir Tracing and Genealogical Research
Document and Record Retrieval
Raven agrees to provide the services retained by The Client, together with any additional services subsequently agreed upon by the parties.
Assignment Forms and Client Information
The Client is required to provide accurate, complete, and relevant information concerning the assignment and subject(s) of the investigation.
Where an assignment form is provided, The Client is responsible for ensuring that all relevant case details, instructions, known information, and identifying information are included. Information communicated separately by telephone, text message, or email should also be confirmed in writing where it materially affects the assignment.
The Client agrees to be truthful and accurate when providing information to Raven. Raven is not responsible for delays, duplicated research, additional costs, or inaccurate investigative direction resulting from information that was withheld, omitted, incomplete, or incorrectly provided by The Client.
If additional information becomes available after an assignment has commenced, The Client should provide it in writing and reference the applicable file number.
Client-identifying information will not ordinarily be disclosed to subjects or third parties unless disclosure is authorized by The Client, reasonably necessary to perform the assignment, or required by law.
Surveillance
Surveillance services are generally billed at a rate of $100.00 to $250.00 per hour, depending on the assignment, investigator requirements, and location, unless otherwise agreed to in writing.
Applicable kilometre charges generally range from $0.80 to $2.00 per kilometre depending on the assignment and location.
Surveillance assignments generally carry a minimum number of billable hours. Most assignments within the Ottawa-Carleton area have a three-hour daily minimum. Rural and out-of-town assignments may require a six-hour daily minimum and/or additional travel time.
Out-of-town rates will be quoted where applicable.
The specific rate, minimum hours, travel charges, and other anticipated expenses applicable to an assignment may be confirmed separately with The Client before services commence.
Surveillance Expectations
Surveillance is an observational investigative service. Raven cannot control or guarantee the activities, movements, conduct, or whereabouts of a subject.
Investigators will document activities reasonably relevant to the investigative objective. Video or photographic evidence will be obtained where lawful, appropriate, and reasonably possible.
Raven does not guarantee that a subject will be observed, leave a particular location, engage in a particular activity, meet another person, or otherwise produce evidence anticipated by The Client.
Loss of Visual Contact and Subject Identification
Investigators conduct surveillance in accordance with applicable laws and reasonable safety practices.
Visual contact with a subject may be lost due to traffic, road conditions, evasive or aggressive driving, environmental conditions, restricted access, safety concerns, or other circumstances beyond Raven's control.
Where visual contact is lost, investigators may make reasonable efforts to relocate the subject, including canvassing the surrounding area, checking previously identified locations, or returning to a residence or workplace.
Billable time continues during reasonable efforts to relocate a subject.
The Client is responsible for providing sufficient identifying information concerning the intended subject. If an individual reasonably believed to be the subject is observed because of incomplete, inaccurate, or insufficient identification supplied by The Client, the investigative time remains billable.
Traffic Laws and Investigator Safety
Investigators will not intentionally violate traffic laws, drive dangerously, trespass, or engage in unlawful conduct to maintain surveillance.
The safety of investigators, subjects, members of the public, and other persons takes priority over maintaining visual contact.
Travel Time
Travel time may be billable depending on the location and nature of the assignment.
Where applicable, travel time may be calculated from Raven's office, the Ottawa Courthouse, another Raven operating location, or the investigator's closest approved starting location.
If mobile surveillance causes an investigator to travel a substantial distance from the original location, applicable travel time and kilometre charges may continue until the assignment is terminated and/or the investigator returns to the applicable originating area, as agreed for the assignment.
Raven will make reasonable efforts to assign investigators located near the anticipated starting location where operationally feasible.
Additional Investigators
Where reasonably necessary for continuity, safety, discretion, or investigative effectiveness, additional investigators may be recommended or required.
Additional investigators may be billed at approximately $50.00 to $150.00 per hour per additional investigator, together with applicable kilometre charges and expenses, unless otherwise agreed.
Where reasonably possible, Raven will obtain The Client's authorization before materially increasing the anticipated cost of an assignment. In an urgent operational situation where The Client cannot reasonably be reached, Raven may make a reasonable decision necessary to protect investigator safety or preserve the integrity of the assignment.
Accommodation, Travel and Per Diem Expenses
Where an assignment requires accommodation, flights, rental vehicles, extended travel, parking, tolls, or other travel-related expenses, these costs are the responsibility of The Client where agreed or reasonably necessary to perform the assignment.
Out-of-town assignments may include a daily per diem of $50.00 per investigator or staff member.
Raven will make reasonable efforts to discuss significant anticipated travel expenses with The Client before they are incurred.
Rental Vehicles and Equipment
Raven may recommend or use rental vehicles or other equipment where reasonably necessary for discretion, continuity, safety, access, or the successful performance of an assignment.
Applicable rental charges, insurance, fuel, damage charges, and other associated expenses may be billed to The Client where authorized or reasonably necessary under the agreed assignment.
Specialized rentals will ordinarily be discussed with The Client before being incurred.
File Interruptions and Client Conduct
The Client must not interfere with an active investigation or attend an investigative location without prior authorization where doing so could compromise the investigation.
If The Client engages in unlawful, dangerous, threatening, inappropriate, or materially disruptive conduct, Raven reserves the right to suspend or discontinue services.
Fees for services already performed and expenses already incurred remain payable.
Spot Checks
Spot checks are generally billed at the applicable surveillance rate and may be subject to a three-hour daily minimum, kilometre charges, travel time, and administration fees.
Spot checks are primarily available for legitimate legal, insurance, corporate, and business purposes and do not replace full surveillance.
If a spot check develops into mobile surveillance at The Client's request or where previously authorized, applicable surveillance rates and minimums will apply.
Witness Statements and Interviews
Interview and witness statement services may be billed at an investigator rate of $100.00 per hour with a three-hour daily minimum unless otherwise quoted.
Additional charges may include:
Applicable kilometre and travel charges;
A $150.00 administration/file preparation charge;
Report-writing time;
A $100.00 multimedia charge where audio or video recording is required and lawfully conducted;
Parking;
Rental or meeting space; and
Other reasonable assignment-related expenses.
Interview participation and responses cannot be guaranteed because interviews generally require the voluntary cooperation of the individual being approached.
Questions must be lawful and ethical. Raven reserves the right to modify, omit, or decline questions that are inappropriate, unlawful, misleading, unsafe, or inconsistent with professional investigative standards.
Where appropriate and lawful, Raven may conduct investigative inquiries without identifying The Client.
Client Communication
Raven may provide an initial complimentary consultation concerning a prospective assignment.
Once an assignment has been retained, extensive consultations, repeated telephone calls, case conferences, or substantial additional communications outside ordinary case administration may be billed as professional or administrative time at a rate communicated to The Client.
Compensation and Retainers
Raven may require payment in advance and/or a positive retainer before commencing services.
Surveillance services generally require a minimum $500.00 retainer. The required amount may vary depending on anticipated hours, service dates, kilometres, administration fees, taxes, travel, investigator requirements, and other anticipated expenses.
Where services continue beyond the available retainer, Raven may require an additional positive retainer before continuing the assignment unless otherwise agreed in writing.
File expenses may include, but are not limited to:
Investigative time;
Surveillance time;
Travel time;
Administration;
Report preparation;
Multimedia;
Kilometres;
Parking and tolls;
Accommodation;
Rental vehicles;
Additional investigators;
Database and record charges;
Third-party expenses;
Taxes; and
Reasonable incidental or unforeseen expenses.
Payment of a retainer does not guarantee any particular investigative result.
Budget
Raven will make reasonable efforts to operate within an agreed budget.
Investigative work is inherently unpredictable, and circumstances may arise that affect the final cost, including subject movement, travel, surveillance activity, third-party expenses, additional investigative requirements, or other unforeseen developments.
Where reasonably possible, The Client will be contacted before materially exceeding an agreed budget.
Surveillance Cancellation
Surveillance requires Raven to reserve specific investigator dates and times and may prevent Raven from accepting other assignments during the reserved period.
Where surveillance is cancelled more than twenty-four (24) hours before the scheduled start time, a $150.00 administration/cancellation fee will apply, together with any non-refundable expenses or applicable payment processing fees already incurred. The remaining prepaid balance will be refunded.
Where surveillance is cancelled within twenty-four (24) hours of the scheduled start time, including cancellations received outside regular business hours on the day before an assignment, a $300.00 cancellation fee will apply, together with any non-refundable expenses or applicable payment processing fees already incurred. The remaining prepaid balance will be refunded.
Where surveillance is cancelled within three (3) hours of the scheduled start time, or after an investigator has commenced travel or otherwise begun the assignment, The Client will be responsible for the applicable three-hour minimum together with travel time, kilometres, expenses, administration charges, payment processing fees, and other costs already incurred.
Cancellation requests must be communicated to Raven and confirmed by a member of our team.
Repeated cancellations or scheduling changes may result in Raven declining to continue an assignment.
Research and Other Investigative Service Cancellation
This cancellation policy applies to scheduled investigative and research services other than surveillance, including residential/individual TSCM services, unless separate cancellation terms apply or different terms have been agreed to in writing.
Where no investigative, preparatory, or research work has commenced:
Cancellations received at least forty-eight (48) hours before the scheduled service date and time: The prepaid balance will be refunded, less applicable credit card or payment processing fees and any non-refundable third-party expenses already incurred.
Cancellations received less than forty-eight (48) hours before the scheduled service date and time: A $200.00 administration/cancellation fee will be retained, in addition to applicable credit card or payment processing fees and non-refundable third-party expenses already incurred. Any remaining prepaid balance will be refunded.
Once investigative, research, administrative, preparatory, or other substantive work has commenced, fees attributable to work already performed and expenses already incurred are non-refundable.
Corporate TSCM Cancellation
Corporate TSCM assignments require advance scheduling, preparation, investigator availability, and the reservation of specialized equipment and resources. Corporate TSCM services are therefore subject to the following cancellation policy.
Cancellations received at least five (5) business days before the scheduled service date: The prepaid balance will be refunded, less applicable credit card or payment processing fees and any non-refundable expenses already incurred.
Cancellations received less than five (5) business days before the scheduled service date: A cancellation fee equal to twenty-five percent (25%) of the total contracted Corporate TSCM service fee will be retained. Applicable credit card or payment processing fees and non-refundable expenses already incurred will also be deducted. Any remaining prepaid balance will be refunded.
Once the Corporate TSCM service, substantive preparation, travel, or on-site work has commenced, fees attributable to services already performed and expenses already incurred are non-refundable.
For purposes of this section, “business days” means Monday through Friday, excluding applicable statutory holidays.
Refunds
Investigative services are inherently uncertain. Raven cannot guarantee any particular result, observation, finding, identification, location, evidence, response, or outcome.
The Client acknowledges that fees are paid for Raven's professional services, time, expertise, resources, and expenses and not for a guaranteed outcome.
Dissatisfaction with an investigative outcome, the absence of anticipated information or evidence, or the discovery of information already known to The Client does not constitute grounds for a refund.
Services already performed and expenses already incurred are non-refundable.
Where The Client cancels an assignment before completion, any refundable balance will be determined according to the applicable cancellation provision contained in these Terms and Conditions.
Applicable credit card or payment processing costs incurred by Raven in connection with a cancelled transaction and/or refund are non-refundable and may be deducted from the amount otherwise refundable to The Client.
File Closure and Remaining Retainers
Where an assignment is billed against a retainer and the file is closed before the entire retainer is exhausted, any refundable balance will be determined after outstanding professional fees, expenses, cancellation charges, applicable processing costs, taxes, and other amounts owing have been deducted.
File closure requests should be submitted in writing by email. Where a request is made by telephone, Raven may require written confirmation.
Any refundable remaining balance will be processed following reconciliation and closure of the file.
Research Services
Research services may be billed at a flat rate or hourly rate depending on the nature of the assignment and generally require payment in advance.
Fees may include professional research time, administration, paid databases, records, document retrieval, third-party searches, and other resources reasonably required to perform the assignment.
Raven will make reasonable professional efforts to conduct the requested research but does not guarantee that particular information will be located or verified.
Once research has commenced, fees attributable to work performed and expenses incurred are non-refundable.
Where a research assignment is cancelled before work commences, the applicable Research and Other Investigative Service Cancellation provisions will apply.
Additional Research Time
Where additional research is requested by The Client or reasonably required to continue an assignment, additional charges may apply.
Raven will ordinarily discuss material additional research costs with The Client before proceeding where reasonably possible.
Certain locate assignments may be eligible for a later re-search where initial information appears outdated. The timing, availability, scope, and cost of any subsequent search will be determined on a case-by-case basis.
No Guarantee of Investigative Research
Raven will make reasonable professional efforts to complete investigative research within lawful and commercially available means.
No result is guaranteed.
Investigative databases, public records, proprietary resources, open-source intelligence, and third-party sources may contain incomplete, outdated, inconsistent, or inaccurate information. Raven will make reasonable efforts to evaluate information but cannot independently guarantee the accuracy of information originating from third-party sources.
Raven does not unlawfully access government databases, private accounts, protected financial information, private communications, or other information that private investigators are not legally authorized to obtain.
Document Retrieval
Raven may obtain records through third-party agencies, courts, archives, government offices, repositories, or other external organizations.
Processing and delivery times controlled by third parties are outside Raven's control.
Reasonable delays caused by third-party document retrieval do not constitute grounds for a refund for services already performed.
Confidentiality and Discretion
Raven will use reasonable professional measures to protect confidential information received from The Client and information developed during the investigation.
“Confidential Information” may include client information, case details, investigative findings, research results, documents, subject information, business information, and other sensitive information exchanged in connection with an assignment.
Raven will not use or disclose Confidential Information for purposes unrelated to the assignment except where authorized by The Client, reasonably necessary to perform the services, required for professional administration or collection of amounts owing, or required or permitted by law.
The Client agrees to use investigative reports, materials, and findings lawfully and responsibly.
Confidentiality obligations survive completion or termination of the assignment to the extent required by applicable law and professional obligations.
Protection of Sources
Raven maintains access to proprietary and third-party investigative resources that may be subject to confidentiality agreements, licensing restrictions, contractual limitations, or source-protection requirements.
Raven reserves the right not to disclose proprietary databases, confidential sources, search methodologies, vendor information, or other protected source information where disclosure is prohibited or reasonably inappropriate.
Privacy and Lawful Investigations
Raven performs investigative services within applicable laws and professional licensing requirements.
Raven will not hack private accounts, unlawfully intercept communications, unlawfully access protected databases, impersonate persons for an unlawful purpose, or obtain information through methods prohibited by law.
Raven reserves the right to decline or discontinue any assignment that it reasonably believes would require unlawful or unethical conduct.
Omission or Misrepresentation of Information
The Client must provide truthful and materially complete information relevant to the assignment.
If The Client intentionally withholds, misrepresents, or provides false information that materially affects the investigation, Raven may suspend or discontinue the assignment.
Additional investigative work required to correct or verify inaccurate information supplied by The Client may be billable.
Where intentional misrepresentation or omission causes Raven to discontinue an assignment, fees for work already performed and expenses incurred remain non-refundable.
Restraining Orders, Peace Bonds, Stalking and No-Contact Orders
The Client must disclose any known restraining order, peace bond, no-contact order, stalking-related court order, or similar legal restriction involving The Client, the subject, or the purpose of the requested investigation where relevant to Raven's ability to lawfully perform the assignment.
Raven will not knowingly provide investigative services for the purpose of circumventing a court order or facilitating unlawful harassment, stalking, intimidation, or prohibited contact.
If material information concerning such a restriction is withheld, Raven may immediately discontinue services. Fees for lawful work already performed and expenses incurred remain payable.
Raven may contact appropriate authorities where reasonably required by law or necessary to address an immediate safety concern.
Information Use
The Client agrees to use information supplied by Raven only for lawful purposes.
Raven is not responsible for unlawful, unauthorized, abusive, or otherwise improper use of investigative information by The Client or a third party after it has been provided.
Turnaround Times
Any estimated turnaround time supplied by Raven is an estimate and not a guaranteed completion date unless Raven expressly agrees otherwise in writing.
Investigations may be affected by database availability, court and government processing times, third-party responses, subject cooperation, operational requirements, record retrieval, staffing, travel, and other circumstances.
Where an assignment reasonably requires additional time, the delay alone does not constitute grounds for a refund for services already performed.
Payment Options and Processing Fees
Raven accepts payment by credit card, Interac e-Transfer, PayPal, cash, and, where approved, cheque. Cheques must clear before services commence unless Raven agrees otherwise for an existing client.
Raven does not currently charge The Client an additional payment processing fee when the contracted services proceed as scheduled.
If The Client cancels a service and a refund becomes payable, applicable credit card or payment processing costs incurred by Raven in connection with the original transaction and/or refund are non-refundable and will be deducted from the amount returned to The Client.
Late Payments and Outstanding Accounts
Invoices and outstanding balances are payable according to the payment terms stated on the applicable invoice or agreement.
Raven reserves the right to suspend services and withhold final reporting, video, documentation, or other investigative deliverables while an account remains outstanding, to the extent permitted by law.
Reasonable collection costs, legal costs, interest, and other charges permitted by applicable law and expressly disclosed to The Client may be added to delinquent accounts.
Unpaid accounts may be referred for collection or legal recovery.
Credit Card Disputes and Chargebacks
The Client is encouraged to contact Raven directly regarding billing concerns before initiating a payment dispute or chargeback so that Raven has an opportunity to review and address the matter.
Where a payment dispute or chargeback requires substantial additional administrative work, Raven reserves the right to charge reasonable administrative costs where permitted by applicable law, the applicable payment processor, and card-network rules.
Nothing in these Terms and Conditions limits any statutory rights or remedies available to either party.
Invoice, Report and Video
Invoices, reports, video, and other investigative materials will be prepared and delivered according to the nature of the assignment.
Final reporting and multimedia may require up to approximately twenty (20) business days following completion of services unless otherwise agreed.
Raven reserves the right to withhold final reporting or evidence while amounts properly owing on the applicable file remain unpaid, where permitted by law.
Video, photographs, digital files, memory cards, storage devices, and electronic systems can occasionally experience technical failures, corruption, or data loss. Although uncommon, Raven cannot guarantee against all technical failures.
Where a separate multimedia fee has been charged specifically for evidence that cannot be produced because of a technical failure, Raven may waive or refund that multimedia fee as appropriate. Investigative time already performed remains billable.
Multimedia
Where relevant to the assignment, investigators may obtain lawful video, photographic, audio, or other multimedia evidence.
The availability and quality of multimedia evidence depend on environmental conditions, investigator positioning, legal restrictions, subject activity, equipment, and other operational circumstances.
Raven does not guarantee that usable multimedia evidence will be obtained during every assignment.
Rush Services
Rush fees may apply where The Client requests expedited scheduling, investigation, research, reporting, or multimedia preparation.
Surveillance requested with less than twenty-four (24) hours' notice may be subject to a rush fee generally ranging from $150.00 to $1,200.00 or more depending on the location, investigator requirements, and complexity.
Rush research services may be subject to a flat $200.00 rush fee unless otherwise quoted.
Rush preparation of reporting or multimedia may be subject to an additional fee, which will be communicated to The Client where applicable.
Payment of a rush fee prioritizes or expedites the service but does not guarantee a particular investigative outcome.
Court Appearances and Testimony
Court appearances, testimony, examinations, depositions, expert appearances, or other legal attendances may be billed at a base rate of $150.00 per hour with a six-hour minimum, unless otherwise quoted.
Additional expenses may include travel time, kilometre charges, accommodation, parking, meals, and other reasonable attendance-related costs.
Court-related services requested after completion of the original investigation constitute additional professional services and are billed separately.
Illegal, Dangerous or Inappropriate Activity
Raven reserves the right to refuse, suspend, or discontinue an assignment involving unlawful conduct, threats, violence, harassment, fraud, material misrepresentation, interference with an investigation, or conduct that places an investigator, subject, client, or member of the public at unreasonable risk.
Where services are discontinued for such reasons, fees for work already performed and expenses incurred remain payable.
Harassment
Raven expects professional and respectful communication between The Client and Raven's investigators, employees, contractors, and representatives.
Threatening, abusive, violent, discriminatory, or persistent harassing conduct will not be tolerated.
Raven reserves the right to restrict communications, discontinue an assignment, seek legal advice, or contact appropriate authorities where reasonably necessary.
Defamation and Reviews
The Client is free to provide truthful feedback concerning their experience with Raven Research & Investigations.
Nothing in these Terms and Conditions is intended to prevent The Client from expressing an honest opinion, making a lawful complaint, communicating with a regulatory or governmental authority, obtaining legal advice, or exercising any right available under applicable law.
Raven reserves all rights and remedies available under applicable law regarding knowingly false or defamatory statements that cause harm to Raven, its employees, investigators, contractors, or business.
No Guarantee
Private investigative services involve circumstances and information that are frequently outside Raven's control.
While Raven will make reasonable professional efforts to perform each assignment competently and lawfully, Raven does not guarantee a specific result, evidence, observation, response, location, identification, recovery, verification, or other outcome unless expressly stated otherwise in writing.
The Client acknowledges that fees are paid for professional services rendered rather than for a guaranteed result.
Amendments to Terms and Conditions
Raven Research & Investigations may revise these Terms and Conditions periodically to reflect changes in services, operations, business practices, technology, or applicable legal and regulatory requirements.
Unless otherwise agreed in writing or required by law, the Terms and Conditions applicable to an assignment are those presented to and accepted by The Client when the applicable service is booked or retained.
Subsequent amendments apply prospectively and do not retroactively alter the terms of an existing assignment.
Final Disclosure
These Terms and Conditions are intended to establish the scope of Raven's services, payment obligations, cancellation requirements, professional expectations, confidentiality requirements, and the respective responsibilities of Raven and The Client.
By retaining Raven Research & Investigations, submitting an assignment for service, and/or completing the applicable acceptance and payment process, The Client acknowledges having had an opportunity to review and accept the Terms and Conditions applicable to the assignment.
Updated August 2026