Terms & Conditions
Welcome to Social Swan
By engaging our services as a client, you agree to these terms and conditions, which are designed to protect both parties and ensure a smooth working relationship.
These terms may be updated at any time with or without notice, so we recommend reviewing them periodically for any changes.
Payment Terms and Billing
All services are billed monthly in advance via Direct Debit through our secure payment partner. Upon signing up, clients enter into a monthly rolling agreement, with payments processed on or around the same date each month until cancellation.
Your first payment will be processed within seven (7) days of service commencement, with subsequent payments on the same date each month. To cancel services, clients must provide written notice at least ten (10) working days before their next payment date, otherwise they remain liable for the following month's payment.
If payment is not received for any billing period, all work will be immediately suspended until payment is cleared. A £25+VAT administration fee will be added to the next invoice for any payment failures (insufficient funds, expired cards, etc.), unless the failure was demonstrably outside the client's control.
We do not offer refunds on completed work. Once payment is processed for a service period, we immediately begin work preparation and content creation, often well in advance of scheduled delivery. For mid-cycle cancellations, we will either continue work until the end of the paid period or cease immediately upon request - partial refunds are not available.
Should a client choose not to proceed after our initial consultation and strategy development, the first month's payment covers research, planning, and preliminary work completed.
Intellectual Property and Content Ownership
All content, designs, strategies, and materials created specifically for clients become the property of the account holder upon full payment, unless otherwise specified in writing.
We reserve the right to reuse methodologies, templates, and non-client-specific materials developed during our work for other projects. Any proprietary design templates, software tools, or internal systems remain our exclusive property and cannot be transferred.
Clients warrant they have rights to all materials, images, logos, and content they provide to us, and indemnify us against any claims arising from their use.
Confidentiality and Data Protection
We strictly comply with GDPR and applicable data protection regulations. By engaging our services, clients consent to us storing their contact information and business details in our secure systems for service delivery and internal use.
All client data is handled according to our privacy policy. Sensitive information such as login credentials and passwords are encrypted and stored in secure, two-factor authenticated systems. We cannot be held responsible for sensitive information transmitted via unsecured email.
We recommend using secure sharing tools for passwords and confidential data. All sensitive client information is permanently deleted upon service termination, though contact details may be retained for legitimate business purposes.
Service Delivery and Performance
While we employ best practices and work diligently to achieve client objectives, we cannot guarantee specific results including but not limited to: increased followers, engagement rates, sales conversions, or search rankings. Success depends on numerous factors beyond our control including market conditions, algorithm changes, and competitive landscape.
We commit to delivering services as outlined in your specific service agreement and will work collaboratively with clients to optimize results within the agreed scope.
Communication and Response Times
We aim to respond to all client communications within 48 hours during business days (Monday-Friday, excluding holidays). During particularly busy periods, responses may take longer. For urgent matters, please mark communications as "URGENT" in the subject line for priority handling.
We are not liable for any business losses or damages resulting from communication delays beyond 48 hours. Our primary communication method is email, and all official correspondence should be directed to your designated account manager or our main contact address.
While we may communicate via phone or messaging platforms, email remains our official channel for important matters and service delivery.
We also reserve the right to reject any potential client submission for application to work with ourselves.
Client Responsibilities
Clients are responsible for:
Reviewing and approving all work before publication or implementation
Providing timely feedback and necessary information for project completion
Monitoring their own accounts, messages, and customer interactions
Informing us promptly of any business changes affecting our work
Ensuring all materials and information provided to us are accurate and properly licensed
Failure to fulfill these responsibilities may impact service quality and delivery timelines.
Account Management and Platform Security
We accept no responsibility for loss of data, followers, account access, or platform-related issues. Clients remain ultimately responsible for their account security and maintenance, including:
Keeping account contact information current
Resolving any account verification or access issues
Maintaining secure passwords and login procedures
Complying with platform terms of service
We are not liable for temporary or permanent account suspensions, as our role is limited to the agreed services within our scope of work.
Content Accuracy and Liability
While we research all content from reputable sources and client materials, we are not liable for damages resulting from any inaccuracies in published content. Clients are responsible for reviewing all work and alerting us to errors before publication.
We make reasonable efforts to ensure accuracy but cannot guarantee the completeness or currentness of all information, particularly for rapidly changing industries or time-sensitive content.
Digital Marketing and Advertising Services
For paid advertising services, we will manage campaigns according to agreed budgets and objectives. However, we cannot guarantee specific performance metrics due to factors including platform algorithm changes, market competition, and audience behaviour.
Clients are responsible for advertising spend in addition to our management fees. We will provide regular reporting and optimization recommendations, but final performance depends on numerous external factors.
SEO and Web Services
SEO is a long-term strategy requiring 3-6 months minimum to show meaningful results. We employ industry best practices but cannot guarantee specific ranking improvements due to search engine algorithm changes and competitive factors.
Clients must provide necessary website access, analytics accounts, and relevant information for effective service delivery. Delays in providing access may impact timelines and results.
We are not liable for temporary ranking fluctuations, algorithm updates, or technical issues beyond our direct control.
Limitation of Liability
Our total liability for any claim related to our services is limited to the amount paid by the client in the three months preceding the claim. We are not liable for indirect, consequential, or incidental damages including lost profits, business interruption, or reputational damage.
This limitation applies regardless of the cause of action, whether in contract, tort, or otherwise, except where prohibited by law.
Force Majeure
We are not liable for delays or failures in service delivery due to circumstances beyond our reasonable control, including natural disasters, pandemics, government actions, internet outages, or platform changes.
Termination
Either party may terminate services with appropriate notice as specified in individual service agreements. Upon termination:
All work in progress will be completed or ceased based on client preference
Final invoices become immediately due
Client data will be securely deleted as outlined in our privacy policy
Both parties remain bound by confidentiality obligations
Modifications to Terms
We reserve the right to modify these terms at any time. Changes become effective immediately upon posting to our website. Continued use of our services constitutes acceptance of modified terms. We recommend bookmarking this page and reviewing it periodically.
For significant changes affecting existing clients, we will make reasonable efforts to provide advance notice.
Governing Law
These terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of English courts.
Last updated: 27/08/25
For questions about these terms, please contact us at hello@socialswan.co.uk