Terms & Conditions
Effective date: July 2026
These terms govern the relationship between Creative Sweet and any individual or business engaging our services. By commissioning work from Creative Sweet, you agree to the terms set out below.
1. Payments and Invoicing
1.1 Deposits
A deposit is required before work begins on any project valued at over £1,000. The standard deposit is 50% of the total project value, payable upon acceptance of the quotation. For projects over £5,000, payment may be split across three milestones: 40% on commencement, 30% at an agreed midpoint, and 30% before launch or final file delivery. Milestone schedules will be confirmed in the project quotation.
1.2 Final Payments
The final invoice is due before the website goes live or before final files are handed over. Where there is a genuine reason this is not possible, payment is due within 7 days of project completion. No files, source code, or live deployments will be released until all outstanding invoices have been paid in full.
1.3 Subscription and Retainer Services
All recurring services, including hosting, WordPress care, SEO management, AI agent plans, and social media management, are invoiced in advance. Monthly retainers are collected on the 1st of each month. Annual services such as domain registrations and hosting packages are invoiced 30 days before the renewal date.
1.4 Missed and Late Payments
Where an invoice is not settled by the due date, the following process applies:
- A reminder is sent 3 days after the due date
- A second reminder is sent 7 days after the due date
- A final notice is issued 14 days after the due date
- Hosting and subscription services may be suspended after 30 days overdue
Creative Sweet reserves the right to recover any reasonable costs incurred as a result of non-payment. We may apply statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998, though our preference is to suspend services first and only pursue interest where it is absolutely necessary.
1.5 Payment Methods
Bank transfer is our preferred payment method and details will appear on each invoice. Card payments are accepted through Stripe & Monzo where required. Stripe processing fees may apply if passed on in future and will be communicated clearly before they are applied.
1.6 Annual Price Reviews
We reserve the right to review monthly retainers and subscription pricing annually. We will provide clients with at least 30 days written notice before any change takes effect.
2. Project Management
2.1 Scope of Work
Every project is based on an agreed quotation that sets out exactly what is included. Any work requested beyond the agreed scope will be quoted separately or charged at our standard hourly rate of £60 per hour, unless otherwise agreed. We will always confirm additional costs in writing before carrying out any out-of-scope work.
2.2 Client Delays
We work to agreed timelines and require content, approvals, and feedback from clients in a timely manner. Where content or approvals are delayed by more than 60 days from the agreed submission date, the project may be placed on hold. Projects that remain inactive for 6 months or more may be closed and a restart fee will apply to recommence work.
2.3 Website Warranty
We provide a 30-day bug fix period following the launch of any website we build. During this period we will resolve any technical issues arising from our own build at no additional charge. Requests for new functionality, design changes, or content updates made after launch fall outside the warranty and will be quoted separately.
2.4 Website Content
Unless content creation has been explicitly included within the project quotation, the client is responsible for supplying all written content, logos, photography, and other assets required to complete the project. Delays in supplying content may affect the project timeline.
2.5 Support Requests
Priority support is available to clients on an active hosting or WordPress care plan. Work outside the scope of an agreed support package will be quoted before commencement.
2.6 Emergency and Out-of-Hours Work
Out-of-hours or emergency requests may incur additional charges. We will communicate any additional costs clearly before proceeding.
3. Ownership and Intellectual Property
3.1 Project Ownership
All website files, source code, design assets, and deliverables created by Creative Sweet remain our property until all invoices related to the project have been paid in full. Upon receipt of final payment, full ownership of the agreed deliverables transfers to the client, unless otherwise stated in the project agreement.
3.2 Plugin Licences
Where premium plugin licences are supplied through Creative Sweet as part of a project, those licences remain active only while the client holds an active hosting or WordPress care plan with us, unless a separate licence arrangement has been agreed in writing. Where licences are included as part of a yearly hosting plan, this will be confirmed at the outset of the project.
3.3 Domain Names
We will confirm clearly at the outset of any project whether Creative Sweet manages domain renewals on behalf of the client or whether that responsibility remains with the client. We accept no liability for loss of a domain where the client holds the account directly.
3.4 Photography and Videography
Creative Sweet retains the right to use completed photography and videography work within its own portfolio and marketing materials unless otherwise agreed in writing prior to the work being commissioned. Where exclusivity is required, this must be agreed and confirmed before the project begins.
4. Service-Specific Terms
4.1 SEO Services
A minimum engagement of 3 months applies to all SEO services. SEO is a long-term investment and meaningful results require time, consistent optimisation, and reporting. We do not guarantee specific rankings, traffic volumes, or enquiry levels. Search engine algorithms and competitive landscapes are outside our control and subject to change.
4.2 Google Ads Management
A minimum management agreement of 3 months applies to all Google Ads services. This allows time for campaign setup, testing, optimisation, and meaningful performance analysis. We do not guarantee specific results. Performance varies based on budget, industry, and competition.
4.3 Social Media Management
A minimum engagement of 3 months applies to social media management services. This allows enough time to build consistency, audience engagement, and measurable results. Performance is influenced by factors outside our control including platform algorithm changes and organic audience behaviour.
4.4 AI Agent Services
AI agents developed by Creative Sweet are trained using information supplied by the client. The accuracy of responses depends on the quality and completeness of the information provided during setup. We cannot guarantee 100% accuracy in all AI responses and recommend that clients carry out regular reviews of AI outputs. We will support ongoing optimisation of the agent as part of any managed AI plan.
4.5 Hosting and WordPress Care
Hosting and WordPress care plans cover agreed services as detailed in the relevant plan description. Work outside the scope of the active plan will be quoted before commencement. We do not accept liability for data loss, downtime, or security incidents arising from circumstances outside our direct control, including third-party plugin vulnerabilities or actions taken by the client on their own account.
Note: We are not currently VAT registered. Invoices will state net amounts. We will communicate clearly if our VAT status changes.
4.6 Website Services
Website design and development services delivered by Creative Sweet include custom builds using industry-standard platforms and builders including WordPress, Elementor, Bricks Builder, and Breakdance, or bespoke development where required. Our website services encompass:
- Full website design and development from specification or Figma mockup
- Responsive design across all devices and screen sizes
- Performance optimisation including Core Web Vitals, page speed, and SEO readiness
- Integration with third-party services including payment gateways, CRM systems, email platforms, and booking software
- WooCommerce implementation and eCommerce configuration where required
- Content migration from existing platforms where applicable
- Testing and quality assurance before launch
- Launch support and initial training on site management
Post-launch maintenance, updates, and additional enhancements fall outside the initial project scope and will be managed through separate hosting or WordPress care packages, or quoted on a project basis.
5. Cancellation and Communication
5.1 Cancellation
Monthly services may be cancelled by providing 30 days written notice to Creative Sweet. Any work completed or costs incurred up to the cancellation date remain payable in full. Notice of cancellation should be confirmed by email.
5.2 Marketing Performance
We apply best practice and genuine effort to all marketing campaigns. We cannot guarantee specific outcomes including search rankings, enquiry volumes, conversion rates, or revenue generated. Many factors that influence marketing performance are outside our control, including changes to search engine algorithms, competitor activity, and market conditions.
5.3 Communication
Email and Slack are our primary channels of communication for ongoing projects and client queries. WhatsApp may be used for convenience where both parties agree, but project approvals, scope changes, and any formal instructions must be confirmed by email to be considered binding. Verbal instructions alone are not sufficient to authorise changes to the agreed scope of work.
