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Terms & Conditions
1. ACCEPTANCE & CLIENT STATUS
1a. Binding Agreement: By completing a checkout, processing a payment, or submitting a task for deployment, you enter into a legally binding agreement. These actions constitute a digital signature and confirm your full acceptance of these Terms. ​
1b. Immediate Start: By completing the upfront payment, you explicitly request that services begin immediately.
1c. Evidence of Consent: We log the IP address, date, and time of acceptance as a permanent record.
2. THE 30-DAY TRIAL (ONE-OFF PURCHASE)
2a. Purpose: A standalone "Test Drive" to evaluate professional capacity. ​
2b. Automatic Expiry: This is a non-recurring, one-off purchase. Service ends automatically after 30 days. There is no automatic renewal.
2c. Deployment: Once purchased, these can be deployed as full days or half days to suit your workflow.
2d. Plan Rates and tax: The price you see is the price you pay. VAT already included. This trial uses our standard tier system:
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The Moth: 0% discount (Standard Rate).
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The Spider: 5% discount.
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The Rat: 10% discount.
2e. Future Support: If you wish to continue after your Trial ends, a separate agreement is required. This will be billed and contracted independently.
3. THE 3-MONTH MEMBERSHIP (FIXED-TERM)
3a. Commitment: By choosing this plan, you agree to a fixed 3-month mandatory term.
3b. Deployment: Once purchased, these can be deployed as full days or half days to suit your workflow.
3c. Plan Rates and tax :
The price you see is the price you pay. VAT already included. Memberships use our standard tier system:
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The Moth: 0% discount (Standard Rate).
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The Spider: 5% discount.
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The Rat: 10% discount.
3d. Month 1 (Upfront Deposit): Month 1 is billed at checkout as an Upfront Deposit via Debit/Credit Card. This payment ensures immediate service activation and covers your first month of the plan.
3e. Months 2 & 3 (Recurring): Following the initial deposit, the remaining two payments are collected automatically via Recurring Card Payment every 30 days.
3f. Automatic Expiry: Service and billing conclude automatically after the third payment.
3g. Flexibility: You may upgrade or downgrade your tier at any time. Upgrades are prorated immediately; downgrades apply to the next billing cycle.
4. BOLT-ON DAYS
4a. Need More? If your plan runs dry before the month is up, you can buy extra days to keep the momentum going.
4b. Pricing and tax: The price you see is the price you pay. VAT already included. Additional days are billed at £624 ( Which is the Standard day Rate + 20 % flexibility premium, tax included ).
4c. Limits: Minimum purchase is 1 day; maximum is 5 days per request.
4d. Deployment: Once purchased, these can be deployed as full days or half days to suit your workflow.
4e. Payment Method: Ad-hoc days are one-time payments billed separately and must be paid in full via Debit/Credit Card before work commences.
4f. Scheduling: Work is only confirmed and scheduled once payment is settled and terms are accepted.
5. HOW WE WORK
5a. Tier Allocations:
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The Moth: One Dedicated Day (or 2 half-days) per month.
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The Spider: Four Dedicated Days (or 8 half-days) per month.
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The Rat: Eight Dedicated Days (or 16 half-days) per month.
5b. Capacity-Based Billing: The Agency operates on a capacity basis, not an hourly one. Your fee secures a dedicated block of production and professional availability. We do not provide timesheets, hourly logs, or minute-by-minute breakdowns, as our service is measured by output and access, not duration.
5c. Deployment: Once a plan or Bolt-On days are purchased, they can be deployed as full days or half-days to suit your workflow.
5d. Rescheduling & No-Shows: You can move a scheduled day for free with at least 48 hours' notice (relative to Agency Support Windows). If you cancel or move a day with less than 48 hours' notice, that day is forfeited. ( See 9d. Short Notice )
5e. No Rollover: Unused days do not roll over to the next month.
To ensure consistent availability for all members, days must be used within their designated monthly billing cycle. Unused days do not roll over to the following month, so we encourage you to schedule your days early to maximize your membership.
5f. The Queue: The Agency manages all task priority and workflow.
5g. Out of Scope: To maintain our standards and focus, we do not provide cold calling or outbound sales telemarketing. Furthermore, the Agency will not perform any work for businesses or projects that promote or involve animal testing, animal cruelty, or any practices deemed unethical towards animals. We reserve the right to decline any task that conflicts with these values.
5h. Shared Access: Your plan credits may be shared with designated family members, friends, or business associates at your discretion. All work requested by these parties will be deducted from your total "Dedicated Day" balance.
5i. Technical Integration & Training: Where the Agency is required to audit, learn, or integrate with Client-specific proprietary systems, this is classified as Active Production. This work will be deducted from your "Dedicated Day" balance in either full or half-day increments.
6. COMMUNICATION & SUPPORT
6a. Primary Channels: All project communication and task briefs must go through Email or the Client Portal. We do not accept briefs via WhatsApp or social media DMs.
6b. Agency Support Windows: The Agency’s management team is available for live communication between 10:00 AM – 6:00 PM, Wednesday to Friday, and on Saturdays for clients on "The Rat" plan.
6c. Daily Consultation Window (Spider & Rat Tiers Only):
Clients on the Spider and Rat plans may nominate a recurring 1-hour time slot within our support windows for phone consultations or live check-ins. This is a complimentary service and is not deducted from your "Dedicated Day" work credits. Unused weekly sessions do not roll over.
6d. Weekly Consultation (Spider & Rat Tiers Only):
Clients on these tiers are entitled to one weekly phone consultation of up to 60 minutes. This is a complimentary service to discuss ongoing projects and is not deducted from your "Dedicated Day" work credits. Unused weekly sessions do not roll over.
6e. Voice Notes (Spider & Rat Only):
Voice Briefing: Clients on these tiers may submit briefs via voice notes. To ensure accuracy, the Agency will transcribe these into the Portal To-Do List. This written summary serves as the "Source of Truth." Work will not proceed until you have confirmed the accuracy of this summary via the Portal or Email.
6f. Liaison Support (The Rat Plan Only): The Agency provides Relationship Management for the Client’s external stakeholders (including, but not limited to, contractors, designers, or clients). This is not a sales or lead-generation role.
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Outbound Only: The Agency does not accept inbound calls from third parties. All liaison must be scheduled in advance as part of a "Dedicated Day."
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The "Agency-Led" Rule: The Agency initiates all outgoing calls to third parties at a pre-agreed time. We do not provide an "on-call" or "switchboard" service.
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Limited Authority: The Agency will not enter into binding financial or legal contracts on the Client’s behalf without explicit written consent.
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6g. Response Times:
We aim to respond to all non-urgent queries within the same business day, provided they are submitted during the support windows stated in 6b. Queries received outside these windows will be addressed the following business day.
6h. Deep Work & Continuous Production: During a "Dedicated Day," we may be offline for extended periods to focus on your output. Production often occurs outside of support windows to ensure focused, uninterrupted results.
6i. No Direct Control: The Agency retains full control over the manner, location, and specific timing of the work. You cannot impose a set "shift" or location for the work to be performed.
6j. Right of Substitution: The Agency reserves the right to substitute the assigned freelancer with another of equal skill and experience at any time to ensure the continuous delivery of services.
6k. After Hours: The Client Portal remains open 24/7 for asynchronous updates. Any communication received outside of the stated windows will be handled during the next business session.
6L. Managed Service Structure: The Agency operates as a managed service. All briefings, feedback, and project communication must be conducted exclusively through the Agency.
6m. No Direct Contact: The Client shall have no direct contact, communication, or instruction channels with the Agency’s subcontractors or internal VAs unless otherwise agreed in writing. Any unauthorized attempt to bypass the Agency to contact personnel directly is a material breach of these Terms.
7. TASK MANAGEMENT
7a. Submitting Work: We encourage the use of the Client Portal, which features a dedicated To-Do List section designed for you to quickly add tasks and track progress. You may also submit tasks via email.
7b. Record Keeping: All tasks, whether submitted via the Portal or Email, are considered formal instructions. We will mirror emailed tasks in the Portal to keep your project queue organized.
7c. Prioritisation: We follow the priority indicated in your Portal queue. Emailed tasks are processed in the order received unless a specific priority is requested in the email.
7d. Asset Dependency: Work on any specific task begins only once all required assets and information have been provided.
7e. Revision Limit: Each task includes two rounds of minor revisions. Significant deviations from the original brief will be treated as a new task.
7f. Approval: Silent approval is assumed after 3 business days of no feedback following the delivery of a task.
7g. Instruction Accuracy: You are responsible for ensuring all briefs, logins, and assets are accurate. If a task is completed based on incorrect information provided by you, any corrections will be treated as a new task.
7h. External Failures: The Agency is not liable for delays or service interruptions caused by the failure of third-party platforms (including, but not limited to, the Client Portal, hosting providers, software outages, or API errors). Use of these tools is subject to their own uptime and maintenance schedules.
7i. Portal Access & Security: The Agency manages the security of the Portal platform. The Client is solely responsible for protecting their login credentials. The Agency is not liable for unauthorized actions or data loss resulting from the Client’s failure to secure their password.
7j. Access Revocation: The Agency reserves the right to suspend or revoke Portal access immediately in the event of a payment failure or breach of these Terms.
8. INTELLECTUAL PROPERTY (IP) & LEGAL
8a. Ownership & Transfer: All Intellectual Property rights in the work delivered shall remain with the Agency until the relevant invoice is paid in full. Upon receipt of full payment, the Agency grants the Client a non-exclusive licence for use.
8b. Advance Billing: All fees are paid upfront. Work pauses if payments are overdue.
8c. No Refunds: You waive your statutory 14-day refund right as capacity is reserved immediately.
8d. Confidentiality: Acceptance constitutes a binding Mutual NDA.
8e. Liability Cap: Total liability is capped at one month’s service fee.
8f. Anti-Poaching: Hiring personnel within 9 months incurs a fee of 50% of their annual earnings.
8g. Data Protection: The Client is the Data Controller, and the Agency is the Data Processor. The Agency will process personal data only to the extent necessary to fulfil the Brief and in accordance with UK Data Protection Laws (GDPR).
8h. Jurisdiction: Governed by the laws of England and Wales.
8e. Total Liability: Our total liability for any claim arising from our agreement is strictly limited to the amount you paid for the single month of service in which the issue occurred.
8i. No Indirect Losses: We are not liable for any "consequential" or "indirect" losses. This means if a website we build goes down, we are not responsible for your "lost sales" or "missed opportunities"—only for fixing the work within our scheduled time.
9. CANCELLATION & EXIT
9a. The Trial Exit: During your 30-Day Trial, you can cancel at any time. As this is a one-off upfront purchase, no refunds are provided for the trial fee, and no further commitment is required.
9b. Fixed-Term Commitment: Should you choose to move to a 3-Month Membership following your trial, you are committed for the full 3-month duration. There is no mid-term cancellation or "early exit" option once this term begins.
9c. Automatic Conclusion: We don't believe in "subscription traps." Your membership ends automatically after the 3rd month unless you choose to renew with a new agreement.
9d. Short Notice: If you cancel or move a scheduled Dedicated Day with less than 48 hours' notice (relative to Agency Support Windows), that day is forfeited. Because we operate Wednesday–Saturday, notice for a Wednesday session must be provided by the preceding Saturday.
9e. No Refunds: As your capacity is reserved exclusively for you, all payments are non-refundable.
10. AMENDMENTS TO TERMS
10a. Right to Modify: The Agency reserves the right to update or modify these Terms and Conditions at any time to reflect changes in our service, business model, or legal requirements.
10b. Notification: Clients will be notified of any material changes via email or the Client Portal at least 14 days before they take effect.
10c. Acceptance: Continued use of the Agency’s services, processing of recurring payments, or submission of new tasks following the notification period constitutes your formal acceptance of the updated Terms.
10d. Rate Adjustments: The Agency reserves the right to adjust service fees at any time. Active 3-month Agreements are price-protected; the fee will not change during the term of that Agreement. Any price adjustments apply immediately to all new contracts and renewals.
11. THIRD-PARTY COSTS & SUBSCRIPTIONS
11a. Exclusions: Our fees cover professional labour and expertise only. They do not include the cost of third-party software, hosting (e.g., Wix, Shopify), stock media, plugins, or advertising spend.
11b. Direct Billing: The Client is responsible for maintaining and paying for all third-party accounts. We will never ask for your funds to pay these on your behalf; you must provide access to your own active subscriptions for us to perform the work.
11c. Out-of-Pocket Expenses: Any physical expenses incurred at the Client's request—including but not limited to postage, printing, travel, or courier fees—will be invoiced separately and must be cleared before the specific task is completed.
11d. Specialized Tools: We provide our own standard professional hardware and software. If a task requires the purchase of specialized software or assets unique to your project, the cost will be borne by the Client.
