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Terms & Conditions

1. Overview

This agreement outlines the terms of service between Concept Fusion Ltd (“we”, “us”) and the client (“you”).
It applies to all services, including:

  • VIP Sessions (Full Day and Half Day)

  • Rolling Monthly Support Plans

  • Fixed-Term Retainer Agreements

By submitting a booking form or payment, you confirm that you have read, understood, and agree to these Terms of Service.

2. Booking & Availability

VIP Sessions

VIP Sessions are focused, standalone service blocks designed to deliver intensive design, strategy, or technical work within a single day.

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  • Full Day VIP Session: 7 hours — £495

  • Half Day VIP Session: 3.5 hours — £295

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

  • Urgent or reactive bookings (requested with less than 48 hours’ notice) may incur a 20% priority surcharge, subject to availability.

  • All delivery timelines are confirmed upon booking and may adjust if client materials, access, or feedback are delayed.

  • Each VIP Session is scoped in advance through a pre-session form or call to define key deliverables and priorities.

  • Work outside the agreed session scope will be quoted separately or scheduled as an additional VIP Session.

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Retainer Clients

Retainer clients receive a fixed allocation of support time per billing cycle (monthly or every 4 weeks), aligned with their selected plan tier (10, 20, or 40 hours/month for rolling plans; 10, 20, or 30 hours/week for fixed-term plans). Work is prioritised by tier:

  • Just Starting (10 hrs): Standard turnaround

  • Early Growth (20 hrs): Faster scheduling

  • Scaling Up (40 hrs): Highest priority

Additional requests outside the agreed plan may be deferred, quoted separately, or booked via a VIP Session.

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Use of Retainer Hours

  • Rolling monthly plans are billed monthly for 10, 20, or 40 hours per month.

  • Fixed-term retainers (12, 24, or 48 weeks) are billed every 4 weeks.

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

  • Unused time due to client delay is non-refundable and does not roll over.

  • If Concept Fusion is unable to deliver agreed work due to internal delay, time may be carried forward by written agreement.

3. Payment Terms

VIP Sessions require full payment at time of booking.

Retainers are billed in advance:

  • Rolling Monthly Plans: Starter, Growth, Enterprise (monthly billing)

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

Work begins only once payment is received. Additional work outside plan limits is quoted and billed separately. Missed or failed payments result in paused work. Time lost is not recoverable or credited.

4. Cancellation & Termination

VIP Sessions may be rescheduled with 3+ working days' notice, subject to availability. Cancellations are non-refundable.
 

Rolling Monthly Retainers

  • Can be cancelled anytime via your account settings.

  • Cancellation takes effect at the end of the paid month.

  • No refunds are issued for any payments already made.
     

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

  • These are legally binding commitments.

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

  • Time lost due to failed or late payments is forfeited and not made up later.

  • Repeated failed payments may result in plan suspension.

  • In rare cases, a written pause may be agreed.

5. Client Responsibilities

Clients must provide required materials (copy, images, branding, logins, etc.) at least 3 working days before work begins. Delays in content or approvals may trigger rescheduling or admin charges. Clients are responsible for the accuracy and legality of submitted content.

6. Late or Missed Payments

Missed payments for retainer plans (monthly or fixed-term) will result in an automatic pause of all active work until the payment is successfully made.

For rolling monthly retainers, support will resume once the payment is received, but any time lost due to the delay is not refunded or carried forward.
 

For fixed-term retainers, missed payments do not extend the contract period. Time lost during the unpaid period is forfeited and not recoverable. Repeated missed payments may result in permanent plan suspension and removal from fixed-term discounted rates.
 

For all plans, invoices must be paid within 7 days of issue. A 5% fee applies per week overdue. Final deliverables will not be released until full payment is received.

7. Refund Policy

  • VIP Session payments are non-refundable once booked.

  • Retainer payments are non-refundable once the billing cycle starts.

  • Completed or in-progress work is non-refundable.

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 final deliverables across their owned platforms. They may not claim ownership of Concept Fusion's templates, processes, or systems. For updates or changes, clients may:

  • Book a VIP Session

  • Use retainer time

  • Request editable files (subject to terms)

10. Training & Ongoing Support

Handover
Basic handover is provided after project completion. Full training is not included unless quoted.
 

Support
Support is available only through:

  • Active Retainer Plans

  • Website Maintenance Plan (Starter, Growth, Pro)

11. Hosting & Maintenance

Hosting, domain, and email services are billed annually unless part of a bundled plan:

  • Support Lite: £100/month — includes 3 hrs support/month for minor content changes and troubleshooting

  • Hosting Only: £229/year — secure managed hosting with updates, SSL, backups, and CDN

  • Domain Only: £21.99/year — includes domain renewal (.com or .co.uk), DNS config, privacy protection

  • Email Box Only: £62.99/year (per inbox) — branded email hosted via Google/Microsoft with DNS setup and support

  • Essential Plus Bundle: £1,285/year — includes hosting, 1 domain, 1 email inbox, and 36 hours support/year (3 hrs/month)
     

Clients are responsible for timely renewal unless included in a maintenance 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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