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Terms & Conditions

1. Overview

This agreement outlines the terms of service between Concept Fusion Ltd and its clients, including those engaging on an ad-hoc project basis and those subscribed to rolling or fixed-term retainer plans.

2. Booking & Availability

Ad-hoc Clients (Service-Based Projects)

  • Ad-hoc services are booked by deliverable or package, not by time.

  • Pricing is fixed as per the service estimator (e.g. £995 for the Website Essentials Bundle).

  • Services must be booked at least 7 working days in advance.

  • Reactive or urgent work (requested with less than 48 hours’ notice) is subject to a 20% priority surcharge, subject to availability.

  • Delivery timelines are confirmed upon booking and may be adjusted if client materials are delayed.

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Retainer Clients

  • Retainer clients receive a fixed allocation of support time per billing cycle, depending on the chosen plan.

  • Work is prioritised based on plan tier:

    • Starter: Standard turnaround

    • Growth: Faster scheduling

    • Enterprise: Highest priority

  • Additional requests beyond the allocated time may be deferred, quoted separately, or billed as ad-hoc services.

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Use of Retainer Hours

  • Retainer time is allocated monthly or every 4 weeks (depending on plan).

  • Clients are responsible for submitting work requests, content, and approvals in good time.

  • Any unused hours due to lack of client input will not roll over and are non-refundable.

  • If Concept Fusion is unable to deliver agreed work due to internal delays (e.g. illness or capacity), time may be carried forward by written agreement.

3. Payment Terms

Ad-hoc Clients

  • A 30% deposit is required to confirm any ad-hoc service.

  • The remaining 70% balance is due on project completion and must be paid within 7 days.

  • Final deliverables will not be released until full payment is received.

Retainer Clients

  • Retainers are billed in advance:

    • Rolling Monthly Plans – Starter, Growth, Enterprise

    • Fixed-Term Plans – 12, 24, or 48 weeks (every 4 weeks)

  • Work begins once payment is received.

  • Additional hours beyond the plan allocation may be quoted and billed separately.

4. Cancellation & Termination

Ad-hoc Clients

  • 7+ days’ notice: Full deposit refunded

  • 3–6 days’ notice: 50% of deposit retained

  • Less than 48 hours’ notice: Full deposit retained

  • Rescheduling must be requested with at least 3 working days’ notice and is subject to availability.

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Rolling Monthly Retainers

  • Rolling Monthly Retainers

  • Rolling retainers can be cancelled at any time via your client account settings.

  • Cancellations take effect at the end of the current billing period.

  • No refunds are issued for any payments already made.

  • Support will continue until the end of the paid month.

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Fixed-Term Retainers (12, 24, 48 Weeks)

  • Fixed-term retainers are subject to a minimum commitment.

  • Early cancellation will incur a buy-out fee equal to one full billing cycle (4 weeks).

  • In exceptional cases, a temporary pause may be approved by written agreement.

5. Client Responsibilities

  • Clients must provide all required materials (copy, images, branding assets, platform access) at least 3 working days before work is due to begin.

  • Delays in supplying content or approving deliverables may result in project rescheduling and additional admin fees.

  • Clients are responsible for the accuracy and compliance of all content submitted for use in design or campaigns.

6. Late Payments

  • Invoices must be paid within 7 days of issue.

  • Late payments are subject to a 5% fee per week overdue.

  • Projects may be paused or cancelled if payment is more than 14 days late.

  • No final deliverables will be issued until full payment is received.

7. Refund Policy

  • Ad-hoc deposits are refundable only in accordance with the cancellation terms listed above.

  • Work already completed and/or delivered is non-refundable.

  • Retainer payments are non-refundable once a billing cycle has started, regardless of cancellation or lack of use.

8. Ownership & Licensing

Final Deliverables

  • Clients receive full usage rights to final deliverables (graphics, websites, videos, PDFs, etc.)

  • Deliverables are licensed for internal business use only and may not be resold or repackaged without written consent.

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Editable Files

  • Editable working files (e.g. Canva, Photoshop, Illustrator, After Effects) are not included unless licensed separately.

  • Editable templates may be made available upon request for an additional fee, depending on the complexity of the project.

Third-Party Assets

  • Where third-party assets (fonts, images, videos, etc.) are used, these are licensed for use within the project only.

  • Clients requesting editable templates are responsible for ensuring valid licensing is obtained if they intend to reuse assets elsewhere.

9. Use & Modifications

  • Clients may use the final deliverables freely across their owned platforms and materials.

  • They may not claim ownership of Concept Fusion’s proprietary templates, processes, or design systems.

  • For future updates or adaptations, clients may:

    • Book new ad-hoc work

    • Use hours from their retainer

    • Request editable files (subject to licensing and fees)

10. Training & Ongoing Support

Handover

  • A brief handover is provided on completion of any project to explain how to use and access deliverables.

  • Full training or team onboarding is not included unless explicitly quoted.

Support

  • Ongoing support, updates, or troubleshooting are only included within:

    • Active Retainer Plans, or

    • A Website Maintenance Plan (Starter, Growth, Pro)

11. Hosting & Maintenance

  • Hosting and domain support packages are billed annually:

    • Basic Hosting & Domain Management – £200/year

    • Premium Hosting & Support – £300/year

  • Website maintenance plans (3h, 6h, 12h/month) include:

    • Security updates

    • Troubleshooting

    • Content & pricing edits

    • SEO housekeeping

  • Clients are responsible for timely renewal unless included in a bundle or retainer.

12. Confidentiality & Data Handling

Confidential Information
All business, strategic, technical, or customer-related information you provide is treated as confidential. We will not disclose it to any third party without written consent and will use it only for the purposes of delivering agreed services.

Data Protection
Concept Fusion Ltd complies with UK GDPR and the Data Protection Act 2018. We will:

  • Process personal data only under your instruction

  • Apply suitable security and organisational measures

  • Never subcontract data processing without prior authorisation

  • Notify you promptly of any data breach or suspected breach

  • Support you in meeting your GDPR obligations, including subject rights and impact assessments


Data Storage & Retention
Customer data is stored securely and only retained for as long as necessary to deliver services or comply with legal obligations. Upon termination of our working relationship, data will be securely returned or destroyed on request.

Client Materials & Intellectual Property
All intellectual property and assets you provide (e.g. content, customer data, brand files) remain your property. They will not be reused, distributed, or accessed outside the agreed project scope.

13. Governing Law

These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.

14. Updates to These Terms

We reserve the right to update these Terms of Service from time to time to reflect changes in our services, legal requirements, or business needs.

Clients will be notified of any major updates at least 14 days in advance via email. Continued use of our services after that notice period constitutes acceptance of the revised terms.

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