TERMS & CONDITIONS

TERMS & CONDITIONS
Last updated: September 2026

These Terms & Conditions apply to all services provided by Lucy Digital unless alternative terms have been expressly agreed in writing.

By booking a service, approving a proposal, making payment or instructing Lucy Digital to begin work, the client confirms that they have read, understood and agreed to these Terms & Conditions.

Lucy Digital will update these Terms & Conditions when required. Where a material change affects an existing ongoing client, Lucy Digital will provide written notice of the change before it takes effect.

1. PAYMENTS, BOOKINGS & QUOTATIONS

Payment
Unless expressly agreed otherwise in writing, all Lucy Digital services require payment in advance.

The applicable payment amount and due date will be stated on the client’s invoice, proposal or service agreement.

Payment must be made by bank transfer to the current bank account shown on the relevant invoice unless another payment method has been expressly agreed in writing.

The client is responsible for ensuring:

• payment is made by the stated deadline

• payment is sent to the correct bank account

• any internal payment run is arranged in sufficient time

• the correct payment reference is used where requested

A client’s internal payment process, cash flow, accounts department or scheduled payment run does not alter the agreed payment deadline.

Failure to make payment by the deadline will result in the late-payment and suspension terms set out below.

Booking Confirmation
A booking date is not secured until all required deposits or payments have been received.

Where Lucy Digital also requires information, assets or a completed brief before confirming a project, the booking will not be confirmed until those requirements have been met.

If the required payment or information is not received by the stated deadline, the booking will be cancelled and the date released.

Turnaround times vary depending on the service and will be confirmed before work begins.

Quotations
Bespoke quotations are prepared specifically for the client and project described. A quotation issued to one client does not constitute standard pricing for another client or project.

The quoted price covers only the agreed scope of work.

Any work requested outside the agreed scope will incur an additional fee.

Any change to the original brief that requires new concepts, additional development, additional content, further production or additional working time will incur an additional fee.

Lucy Digital will confirm the additional cost before undertaking out-of-scope work.

 

Changes to Agreed Scope

The client’s quotation, proposal, package or written agreement defines the work included within the service.

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Any service, deliverable, revision, functionality, content, meeting, additional time or other work that is not included within the agreed scope is additional work and will incur an additional fee.

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A request being described as a small, quick, minor or similar change does not make it part of the original scope.

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Lucy Digital will confirm the applicable additional cost before commencing the additional work.

Pricing Reviews
Lucy Digital can change the pricing of services offered to new clients at any time.

Pricing for existing ongoing services is reviewed annually in December, with changes taking effect from 1 January.

Existing ongoing clients will receive a minimum of 30 days’ written notice of any pricing change affecting their service.

2. COMMUNICATION & CLIENT RESPONSIBILITIES
All project instructions, briefs, amendments, approvals and other material communication must be provided in writing by email, WhatsApp message or another written system expressly agreed by Lucy Digital.

Lucy Digital does not accept voice notes.

Voice notes will not be treated as a project brief, amendment request, approval, instruction or other formal communication.

If information is provided by voice note, the client will be required to resend the information in writing before Lucy Digital will act upon it.

Clients are responsible for:

• providing complete and accurate information

• providing requested assets and access

• meeting agreed deadlines

• responding to requests for feedback and approval

• checking factual information before approval

• keeping contact information up to date

• informing Lucy Digital immediately of changes that affect the work

Lucy Digital is not responsible for delays caused by the client’s failure to provide information, feedback, approval, assets, access or payment by the required deadline.

 

Written Communication & Formal Notice

Where these Terms & Conditions require information, approval, cancellation, notice or another instruction to be provided in writing, this means email or written WhatsApp message sent directly to Lucy Digital.

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Telephone calls, meetings, verbal conversations, voice notes, social media direct messages and messages passed through another person do not constitute formal written notice.

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The client is responsible for retaining evidence that formal notice has been successfully sent.

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Client Approval

Where the client provides written approval of content, artwork, website work, advertisements, print materials or another deliverable, that approval will be treated as final authorisation to proceed.

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The client is responsible for checking all information before approval.

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Changes requested after final approval will incur additional fees where further work is required.

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Lucy Digital is not responsible for errors that were visible to and approved by the client before publication, printing or launch.

Failure to Respond
Where Lucy Digital contacts a prospective or existing client on three separate occasions requesting information, payment, approval or action and receives no response, Lucy Digital will stop chasing the matter.

For an active project, failure to provide required feedback or information within the agreed timeframe will result in the project being placed on hold.
The original completion date will no longer apply.

Resuming the project will be subject to Lucy Digital’s next available capacity.

Where the delay requires the project to be rescheduled or work to be repeated, a rebooking or additional-work fee will apply.

Missed Booking Dates
Where a client misses an agreed booking date or fails to be available for work that requires their attendance or input, a rebooking fee equal to 50% of the original service fee will be required before a replacement date is booked.

The original booking payment will not be transferred to a new date unless expressly agreed by Lucy Digital.

Conduct
Abusive, aggressive, threatening, discriminatory, patronising or otherwise inappropriate behaviour towards Lucy Digital or anybody working on its behalf will not be accepted.

Serious or repeated inappropriate behaviour will result in immediate suspension or termination of the service.

Where work has already been completed, the client remains responsible for payment for that work.

3. LATE PAYMENT & SUSPENSION OF SERVICES
Invoices must be paid by the due date shown on the invoice.

Payment becomes overdue immediately after the stated due date has passed.

Where payment is overdue, Lucy Digital will suspend the affected service until the outstanding balance and applicable charges have been paid in full.

Suspension can include:

• stopping ongoing work

• stopping content creation

• withholding completed but unpublished work

• stopping scheduled social media posts

• stopping account management

• withholding final files

• postponing shoots or project work

• pausing advertising management

• withholding website handover or other deliverables

• reallocating booked time to other clients

Lucy Digital is not responsible for missed posting periods, campaign disruption, delayed launches, reduced marketing activity or other consequences resulting from suspension for non-payment.

Work will resume only after the full overdue balance and applicable charges have been received.

The original schedule is not guaranteed following suspension. Work will resume according to Lucy Digital’s next available capacity.

Repeated Late Payment
Where a client pays late on more than two occasions, Lucy Digital will review the payment arrangement.

Lucy Digital can require the client to:

• move to earlier payment dates

• move to a prepayment-only arrangement

• provide payment further in advance

• accept amended payment terms

Lucy Digital can also terminate the service where repeated late payment makes the working relationship commercially unsuitable.

Statutory B2B Late-Payment Charges
For qualifying business-to-business debts, Lucy Digital reserves its statutory right to charge late-payment interest and debt-recovery compensation.

Where Lucy Digital exercises this right:

• statutory interest will be charged at 8% above the applicable Bank of England base rate

• interest will be calculated from the day after payment became due until payment is received in full

• debts up to £999.99 will incur £40 statutory compensation

• debts from £1,000 to £9,999.99 will incur £70 statutory compensation

• debts of £10,000 or more will incur £100 statutory compensation

• additional reasonable debt-recovery costs can also be claimed where legally recoverable

4. CANCELLATION & REBOOKING OF ONE-OFF PROJECTS
Cancellation must be provided in writing.

For business clients, where a project is cancelled after payment but before work begins, 50% of the project fee will be retained as the cancellation charge and 50% will be refunded, subject to any different cancellation arrangement expressly agreed for the booking.

Once work has started, fees relating to work already completed, committed project time and costs already incurred remain payable.

Where a booking date is missed and the client wishes to reschedule, the 50% rebooking fee stated above will apply.

Where Lucy Digital is unable to provide the booked service due to circumstances affecting Lucy Digital, the client will be offered either:

• a replacement booking date, or

• an appropriate refund for the service Lucy Digital is unable to provide

Consumer bookings remain subject to any statutory consumer rights that cannot legally be excluded or restricted by these Terms & Conditions.

5. SOCIAL MEDIA MANAGEMENT

Payment & Service Period

Social media management operates as a monthly retainer and is paid in advance.

Payment covers the work undertaken during the relevant service month.

This includes applicable strategy, planning, communication, content creation, editing, scheduling, account management, reporting and other work included within the client’s package.

Visible social media posts are only one part of the service.

Work completed behind the scenes remains chargeable regardless of whether every piece of content has been published at the point the service ends or payment becomes overdue.

Monthly Content Deadline
Clients are responsible for supplying all relevant business information required for their content unless Lucy Digital has expressly agreed to obtain or create that information.

Information for the following month’s content must be submitted by the 14th of the current month.

This includes:

• promotions

• events

• offers

• launches

• key dates

• operational changes

• service information

• any other information that needs to appear within the content

If information is not confirmed by the deadline, the client must still submit the information currently available and state what remains outstanding.

Information submitted after the deadline is classed as a late content request.

Late & Last-Minute Content Requests
Content submitted after the agreed monthly deadline is not guaranteed to be included within that month’s content plan.

Requests submitted within 72 hours of the required publication date are classed as last-minute requests.

Where Lucy Digital agrees to accommodate late or last-minute work that requires additional planning, design, editing, restructuring or scheduling, an additional fee will be charged.

Approval
Where approval forms part of the client’s package, the client must review and approve content within the deadline provided.
Late approval will delay publication.

Lucy Digital is not responsible for missed publication dates caused by late client approval.

Where the client has expressly opted out of the approval process, Lucy Digital will publish based on the information, strategy and permissions already supplied.

Accuracy
The client is responsible for the accuracy of business-specific information supplied to Lucy Digital.

Changes to prices, dates, offers, availability, opening hours, events or other factual information must be communicated immediately in writing.

Direct Messages & Customer Enquiries
Lucy Digital does not monitor or respond to direct messages, customer enquiries or inbox communications unless this is expressly included within the client’s package.

Lucy Digital is not responsible for missed messages, enquiries or responses where inbox management is not included.

Results
Lucy Digital does not guarantee specific follower growth, reach, engagement, enquiries, sales or other marketing outcomes.

Package Limits
Content allowances apply only to the period for which they are purchased.

Unused posts or allowances do not roll over into another week or month unless expressly agreed in writing before the end of the applicable period.

Work requested above the agreed package allowance will incur an additional fee.

Paid social media advertising spend is not included within a social media management package unless expressly stated.


Social Media Management Content Licence
Unless otherwise expressly agreed in writing, copyright in original photography, video, graphics and other copyright-protected creative content produced by Lucy Digital as part of a social media management service remains the property of Lucy Digital.

The client’s monthly social media management fee includes a limited, non-exclusive and non-transferable licence to use that Lucy Digital-created content for the client’s own business marketing for the duration of the social media management agreement.

The management fee does not purchase or transfer copyright ownership to the client.

Licence During Social Media Management
While the social media management agreement remains active and all payments are up to date, the client is licensed to use the applicable Lucy Digital-created content within its own business marketing in accordance with these Terms & Conditions.

This includes content published or supplied by Lucy Digital for use across the client’s own social media channels and any other uses expressly included within the client’s agreement.

Cancellation & Expiry of the Content Licence
The content licence included within the social media management fee ends when the social media management agreement ends.

Termination or cancellation of social media management does not transfer ownership of the content or create permanent usage rights.

As part of the offboarding process, the client will be given the option to purchase a separate ongoing content licence if they wish to continue using Lucy Digital-created content after the termination date.

The scope and cost of that licence will be confirmed during offboarding and will depend on the content and intended future use.

If the client purchases the ongoing licence, the rights granted will be confirmed in writing.

If the client does not purchase an ongoing licence, their permission to make further use of Lucy Digital-created licensed content ends on the termination date.

From that date, the client must not:
* repost the content
* republish the content
* reuse it within new social media posts or campaigns
* use it within new paid advertising
* reproduce it on other marketing channels
* provide it to another agency, social media manager, designer or other third party for continued marketing use
* edit, adapt, repurpose or create new marketing materials from it

Any continued or new use after the licence has expired requires Lucy Digital’s written permission and the purchase of the applicable licence.

Content Already Published
Expiry of the licence does not require the client to delete historic social media posts that were lawfully published during the active management agreement, unless otherwise agreed or required because of a separate rights issue.

However, keeping an existing historic post live does not give the client permission to download, repost, repurpose, advertise with or otherwise make a new use of the Lucy Digital-created content after the licence has ended.

Client-Owned Content
These licence restrictions apply only to copyright and other intellectual property owned by Lucy Digital.

They do not apply to:
* the client’s own logo or branding
* photographs, video or graphics created and owned by the client
* material supplied to Lucy Digital by the client where the client owns the applicable rights
* third-party material separately licensed directly to the client

Where Lucy Digital has combined client-owned material with original Lucy Digital creative work, the client’s ownership of the underlying supplied material does not transfer ownership of Lucy Digital’s separate creative contribution.

Unauthorised Use Following Termination
Use of Lucy Digital-owned content outside the applicable licence is unauthorised.

Where continued use is identified after the licence has expired, Lucy Digital will require the unauthorised use to cease and can require the client to purchase the appropriate licence for continued use.

Lucy Digital also retains all rights and remedies available under applicable UK copyright law in relation to unauthorised use.

Late Payment
Late payment will result in social media work, scheduling and publishing being suspended.

Content already created remains chargeable in full.

Lucy Digital is not required to retrospectively publish content after the period for which it was originally created has passed.

If the client asks Lucy Digital to amend, repurpose or reschedule missed content for another period, additional fees will apply.

Cancellation
Social media management requires one full calendar month’s written notice to cancel.

Notice must be received before the client’s final full calendar month of service begins.

Example 1:
Notice received on 1 September means September is the final service month. The service ends on 30 September.
 

Example 2:
Notice received on 16 September means October will be the final content month, with the service ending on 31 October.
 

For clients paying under Lucy Digital’s current advance payment terms, payment for October’s content will already have been received on 1 September. No refund, partial refund or credit will be provided, as the October work has already been scheduled, planned, created or allocated within Lucy Digital’s workload.
 

If the client is operating under an alternative or previous payment arrangement and payment for October has not yet been received, October remains payable in full. Cancellation does not remove the client’s obligation to pay for the final notice period.
 

No further service or content will be provided from 1 November.
 

Cancellation must be provided in writing by email or written WhatsApp message.
 

A voice note, telephone conversation or verbal conversation does not constitute notice of cancellation.

 

6. PAID ADVERTISING

Where Lucy Digital provides paid advertising management, the management fee covers the agreed strategy, campaign setup, creative work, management, optimisation and reporting stated within the client’s package or proposal.

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Advertising spend is separate from Lucy Digital’s management fee unless expressly stated otherwise. The client is responsible for ensuring sufficient funds and a valid payment method are available within the relevant advertising platform.

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Lucy Digital does not guarantee a specific number of leads, enquiries, sales, conversions, return on advertising spend (ROAS), cost per lead or other commercial result.

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Advertising performance is affected by factors outside Lucy Digital’s control, including market conditions, competition, customer behaviour, website performance, pricing, the client’s offer and changes made by advertising platforms.

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Platform Decisions

Meta, Google and other advertising platforms independently control advertisement approval, account restrictions, suspensions, delivery and platform functionality.

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Lucy Digital is not responsible for advertisements being rejected, advertising accounts being restricted or suspended, platform outages or changes to advertising policies or systems outside Lucy Digital’s control.

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Client Information & Claims

The client is responsible for ensuring that prices, offers, product or service information, claims and other business-specific information supplied to Lucy Digital are accurate and lawful.

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The client must immediately notify Lucy Digital of any change affecting an active advertisement.

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Advertising Budgets

Agreed advertising budgets are spending limits or targets and do not guarantee that a platform will spend an exact amount within a particular period.

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Where the client changes, removes or restricts the available advertising budget without notifying Lucy Digital, Lucy Digital is not responsible for the resulting effect on campaign performance.

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Tracking & Attribution

Advertising platforms, analytics systems, cookies, consent settings and customer journeys can result in differences between reported and actual conversions.

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Lucy Digital does not guarantee that every enquiry, sale or customer journey will be tracked or attributed with complete accuracy.

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Termination

When paid advertising management ends, Lucy Digital will cease active campaign management on the termination date.

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Unless otherwise agreed, advertising campaigns managed by Lucy Digital will be paused as part of offboarding. If the client requests that campaigns remain active following termination, responsibility for their continued management, monitoring and advertising spend transfers to the client from the termination date.

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Lucy Digital will remove its access to the relevant advertising accounts as part of the offboarding process.

7. WEBSITE DESIGN & DEVELOPMENT
Lucy Digital will only undertake website projects it considers suitable and lawful.

Lucy Digital will not build websites containing unlawful material, copyright infringement, hate content or other material Lucy Digital considers inappropriate for its business.

Client-Supplied Material
The client confirms that they own or have permission to use all text, photography, video, logos, graphics and other materials supplied to Lucy Digital.

The client is responsible for any copyright or licensing issue arising from material they supply.

Content & Assets
The client must supply all required information, assets and access by the agreed deadline.

Failure to supply required content will delay the project.

Where the delay prevents Lucy Digital from completing the project within the allocated development period, the project will be removed from the active schedule and rebooking will be subject to Lucy Digital’s next available capacity.

Additional work created by the delay will incur additional fees.

Platforms
Lucy Digital builds websites using platforms including Wix Studio, WordPress and Shopify.

Third-party platforms, apps, plugins, integrations, hosting services and booking systems operate under their own terms.

Lucy Digital is not responsible for third-party outages, platform changes, pricing changes, discontinued functionality or other matters outside Lucy Digital’s control.

Browsers & Devices
Lucy Digital will design and test websites for commonly used modern browsers and devices available during development.

Lucy Digital is not responsible for compatibility issues caused by future browser, device or software releases after completion.

Domains
Domain availability is not guaranteed until registration has been completed.

Lucy Digital is not responsible if a requested domain is unavailable.

SEO
Where SEO is included, Lucy Digital will complete the agreed search optimisation work.

Search engine positions, traffic and rankings are not guaranteed.

Third-Party Imagery
Images licensed by Lucy Digital from third-party providers for use within a client’s website remain subject to the applicable third-party licence.

Unless the relevant licence expressly permits wider use, those images must not be removed from the website and reused by the client for separate advertising, social media, print or other purposes.

Approval & Launch
The client must review the website before launch.

Final approval confirms that the client has checked the website and accepts its content, structure and functionality.

Post-approval changes that fall outside the agreed project scope will incur additional fees.

Maintenance
Website maintenance and future updates are not included within the original design fee unless expressly stated.

Any maintenance, update or development work requested after completion will be quoted and charged separately unless covered by an ongoing maintenance agreement.

Website Termination & Handover
Where Lucy Digital manages the client’s website, hosting or domain on an ongoing basis, the client must provide at least one month’s written notice to request termination or transfer.

A handover will not be completed until all outstanding balances and applicable third-party costs have been paid.

The handover process will depend on the platform and services involved.

8. GRAPHIC DESIGN & FILE STORAGE
All graphic design projects include two rounds of amendments unless otherwise stated in writing.

Additional amendment rounds will incur additional fees.

A request for new concepts or a different creative direction that materially departs from the approved original brief will be treated as additional work and will incur an additional design fee.

Clients must check all spelling, punctuation, dates, prices, contact information, dimensions and other factual details before giving final approval.

File Storage
Final files must be downloaded and securely stored by the client.

Lucy Digital will remove project files from its active storage 14 days after final transfer unless extended storage has been agreed in writing.

Clients requiring Lucy Digital to retain editable files for future updates must arrange this before the standard deletion period expires.

Lucy Digital is not responsible for replacing files after the storage period has expired.

9. PRINTING
Printing requires full payment before an order is submitted to production.

No print order will be processed until payment has been received in full.

The client is responsible for proofing and approving the final artwork.

Approval confirms that the client has checked all:

• spelling

• grammar

• punctuation

• names

• contact details

• dates

• prices

• dimensions

• quantities

• other factual information

Once approved artwork has been submitted to print, errors approved by the client are the client’s responsibility.

Digital colours and physically printed colours can differ because screens and print processes use different colour systems. Lucy Digital is not responsible for reasonable colour variation between digital artwork and the finished print.

Once an order has been dispatched, responsibility for delivery sits with the relevant courier.

Where tracking or proof of postage is available, Lucy Digital will provide it to the client.

10. PHOTOGRAPHY & CONTENT SHOOTS
All photography and content shoots will be planned before the agreed booking date.

A 50% deposit is required to secure the booking unless different terms are agreed in writing.

The remaining 50% must be paid before final content is released unless otherwise agreed.

Client Responsibilities
The client is responsible for:

• providing access to agreed locations

• obtaining all necessary permissions

• ensuring relevant people are ready and available

• informing Lucy Digital of restrictions before the shoot

• obtaining consent from everyone who is required to consent to being photographed or filmed

Where members of the public, customers, employees or other individuals appear within the shoot, obtaining the required permissions is the responsibility of the person or business booking Lucy Digital.

Cancellation & Rebooking
Cancellation on the agreed shoot date will result in loss of the applicable booking payment, subject to any statutory consumer rights that apply.

A new booking payment will be required to secure another date.

Weather-related or genuine unforeseen circumstances will be handled according to the requirements of the individual shoot.

Conduct & Safety
Abusive, aggressive, threatening, offensive, inappropriate or unsafe behaviour will result in the shoot being terminated immediately.

Where a shoot is terminated because of the client’s conduct or the conduct of people for whom the client is responsible, no refund will be provided for work already undertaken or losses reasonably incurred, subject to applicable law.

Deliverables
The minimum number of professionally edited photographs or other deliverables included within the shoot will be confirmed before booking.

A minimum is stated to set clear expectations. Some shoots will produce substantially more usable final images than others.

RAW Files
Unedited RAW photography files are not supplied unless expressly agreed in writing before the shoot.

RAW video footage can be supplied as an optional extra where agreed.

RAW footage is completely unedited and has not been colour graded, stabilised, cropped or otherwise finished.

RAW footage must not be represented as finished Lucy Digital work.

Delivery
Unless a different timeframe has been agreed in writing, final edited photography and content will be delivered within 20 working days of the shoot.

Additional Work
Extended shoot time, additional edited images, additional video clips or other deliverables outside the agreed package will incur additional fees.

Unforeseen Circumstances
If an emergency or unforeseen circumstance prevents Lucy Digital from attending the shoot, the client will be offered a replacement date or a refund for the affected service.

File Storage
Clients must download and securely back up all final files after delivery.

Lucy Digital does not provide permanent archive storage and is not responsible for retaining files after the applicable storage period.

11. COPYRIGHT, OWNERSHIP & USAGE
All original photographs, videos, designs and digital creative content created by Lucy Digital are protected by applicable UK copyright law.

Unless copyright is expressly transferred in a separate written agreement, Lucy Digital retains copyright in its original creative work.

Client Licence
Following full payment, the client receives a non-exclusive, non-transferable licence to use the final approved content for their own business marketing within the agreed scope.

This includes appropriate use across the client’s:

• website

• social media

• print marketing

• email marketing

• internal presentations

• other agreed business marketing

The licence does not transfer copyright ownership.

The client must not sell, resell, sublicense or commercially redistribute Lucy Digital’s work as a standalone asset without written permission.

Third Parties
Third-party employees, contractors, agencies or editors working for the client can handle supplied assets where reasonably necessary for the client’s own business use.

They must not:

• claim authorship

• publish the work as their own

• use it within their own portfolio without permission

• use it to advertise their own services

• resell it

• commercially exploit it outside the client’s licence

• materially alter it in a way that misrepresents Lucy Digital’s work

The client is responsible for ensuring third parties given access to the work comply with these restrictions.
 
Unauthorised Use
Unauthorised use can result in Lucy Digital:

• demanding immediate removal of the work

• suspending or revoking the applicable usage licence

• invoicing for any additional licence or usage that should have been obtained

• seeking recovery of losses, damages and reasonable enforcement costs where legally recoverable

• commencing legal action where necessary

Any damages for copyright infringement will be pursued in accordance with applicable UK copyright law.

Payment for the original project does not remove liability for separate unauthorised use.
 
Lucy Digital Portfolio Use
Unless confidentiality or alternative usage terms have been agreed in writing, Lucy Digital retains the right to display completed work within its:

• website

• portfolio

• social media

• marketing

• case studies

• award submissions

• promotional materials

 
12. CONFIDENTIALITY & ACCOUNT ACCESS
Information provided to Lucy Digital for the purpose of delivering a service will be treated confidentially.

Lucy Digital will only access client accounts and systems as required to provide the agreed service.

Where a platform provides official user, partner or agency permissions, these should be used instead of sharing passwords wherever practical.

Clients are responsible for maintaining appropriate security on their own accounts.
 
13. THIRD-PARTY PLATFORMS & SERVICES
Lucy Digital works with third-party services including social media platforms, website platforms, advertising platforms, email systems, booking systems, hosting providers and other software.

Lucy Digital is not responsible for:

• outages

• platform downtime

• account restrictions imposed by the platform

• algorithm changes

• changes to third-party functionality

• third-party pricing changes

• discontinued services

• technical failures outside Lucy Digital’s control

Unless expressly included within the agreed service, third-party subscriptions, advertising spend, hosting costs, domain renewals, plugins, apps and other external charges are the client’s responsibility.
 
14. TERMINATION OF ONGOING SERVICES
Service-specific cancellation terms take priority where stated.

Social media management is subject to the full-calendar-month notice period set out in the Social Media Management section.

All outstanding balances must be paid before termination and handover are completed.
 
Files
The client must download and securely store all supplied files before the termination date.

Lucy Digital will permanently remove files held within active client storage within 14 days after termination unless extended storage has been expressly agreed in writing.

After deletion, Lucy Digital has no responsibility for recovering or replacing those files.
 
Access
At termination, Lucy Digital will remove its access from client systems where it has the ability to do so.
The client is responsible for:

• revoking Lucy Digital’s remaining permissions

• removing Lucy Digital from relevant accounts

• changing passwords where appropriate

• confirming that access has been removed

No further posting, scheduling, uploading, management or other service activity will take place after the termination date.
 
Final Service Period
Work included within the final paid service period will continue according to the applicable package unless the service has been suspended because of non-payment or terminated because of a serious breach.

No new work will be undertaken beyond the termination date.

Content allowances do not carry beyond termination.

Physical Materials
Any physical documents, products or materials belonging to the client and held by Lucy Digital at termination will be returned or destroyed as agreed in writing.
 
Completion of Termination
Termination is complete when:

• all outstanding balances have been paid

• required handover has been completed

• client files have been made available for download

• Lucy Digital’s account access has been removed

• written confirmation of termination has been issued

After termination, Lucy Digital has no ongoing responsibility for posting, account management, asset management or file storage.
Copyright and usage restrictions continue after termination.
 
15. LIABILITY
Lucy Digital will provide its services with reasonable care and skill.

Lucy Digital is not responsible for losses caused by matters outside its reasonable control, including third-party platform failures, client delays, incorrect client-supplied information, customer behaviour, search engine changes, social media algorithm changes or market conditions.

Lucy Digital is not liable for indirect or consequential losses to the extent permitted by law.

Nothing within these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited.
 
16. GENERAL TERMS

Where a proposal, quotation or service agreement contains a specific written term for a particular service or project, that specific term will take priority over the corresponding general term in these Terms & Conditions.

If any individual provision is found to be invalid or unenforceable, the remaining provisions will continue to apply.

Changes to an agreed scope, instruction, cancellation or other material project decision must be confirmed in writing.

By booking Lucy Digital, making payment or instructing work to commence, the client confirms acceptance of the Terms & Conditions applicable to the service.

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Business & Consumer Clients

Certain provisions within these Terms & Conditions apply specifically to business-to-business transactions and are identified accordingly.

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Where a client is acting as a consumer rather than for the purposes of a business, trade or profession, nothing within these Terms & Conditions excludes or restricts statutory consumer rights that cannot legally be excluded or restricted.

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Software, Automation & AI-Assisted Tools

Lucy Digital uses professional software, automation and AI-assisted tools where appropriate as part of its creative, administrative, analytical and marketing workflows.

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These tools support Lucy Digital’s work and do not replace Lucy Digital’s responsibility for the final services and deliverables supplied to the client.

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Lucy Digital determines the tools and production methods used to provide the agreed service unless a specific method has been expressly agreed in writing.