Client Terms & Conditions
There’s nothing more frustrating than a 20-page T&Cs document. Nobody’s got time for that. We’ve tried to condense ours into a few bite-sized chunks so you know where you stand. If you need anything clarifying, just drop us a message.
By signing up to 99social as a client, you’re agreeing to our terms and conditions, which are designed to protect both you and us. These terms can change with or without your notice, so we recommend checking back regularly for the latest updates.
Unless alternative agreements are agreed, all payments are taken in advance for the upcoming month via pre-approved Direct Debit through our partner GoCardless. Upon sign-up, clients enter into a monthly rolling agreement and payments will be taken on the same day every month until the client cancels the agreement in writing.
The first payment will be taken within 5 working days of sign-up, and on the same day (or around this date) every month thereafter. Clients must write to 99social at least five working days before their next payment is due if they’d like to cancel, or will be liable to pay the next month’s payment before their service terminates. If payment is not received for the upcoming month for whatever reason, content is immediately suspended until the payment is received.
Note that the payment date and content start date may differ – we might start posting content on January 1 but not receive payment until January 6 or vice versa depending on your responsiveness to our initial content draft. 99social must receive a written request to cancel on whichever date is first (payment due or the start of your next content cycle) or you will be liable to pay for the following month once we begin producing content.
99social does not offer refunds – once the payment has been taken for the upcoming month, we assume you want to continue working with us and begin preparing the month’s content.
Should you decide not to proceed with 99social following our initial content draft, a one-off fee of £25 will be charged to cover the cost of our work.
All content created by 99social for clients (including videos and images) is copyrighted to the account holder unless otherwise stated. However, 99social reserves the right to reuse and repurpose content (unless the client holds ownership – for example, photography and video) for other client accounts and projects. Examples include graphics templates which can be repurposed with different colours, fonts, and images. If 99social is tasked with opening new social media accounts for a client, the client gains ownership as soon as the login information is handed over to them.
As a reseller with 99social, we are happy to sign non-disclosure agreements which prevent us from disclosing or contacting your clients for a period of up to two years. However, 99social is not liable for any accidental “leak” of information pertaining to our work on their social handles, including linking admins and editors back to 99social. It is the reseller’s responsibility to mask 99social from your offering and remove any branding or references from promotional materials or emails sent in our correspondence. If offering customer service to your clients, we’ll require a dedicated mailbox and can call from mobile phone numbers which are not linked to 99social. However, if a client was to research and discover that 99social was managing their account, we would not be liable for this.
As a reseller, you must also follow our payments terms – whether you invoice clients in advance or take payments at the end of the month, you must pay via Direct Debit in advance for every client.
99social aims to respond to all client enquiries within 24 hours during weekdays. Our office is not manned on Saturday or Sunday and an agent will respond as soon as possible the next working day.
During busy periods, it may take us a little longer to respond to your emails. We recommend adding an ‘urgent’ or ‘important’ tag to your subject line if you need help immediately, and we’ll make sure these emails are dealt with as a priority. Please note: 99social is not liable for damages or loss of earnings should we take more than 24 hours to respond. You retain ownership and liability of your social media accounts in all circumstances.
99social provides customer service via email address only. Whilst we do take calls and allow clients to add us to WhatsApp and Messenger, our primary communication channel is email and so all official correspondence should be sent to firstname.lastname@example.org or your dedicated account manager’s address. We cannot guarantee that correspondence sent elsewhere will be read or dealt with in a timely manner, so ensure anything important makes its way to our mailboxes first.
99social is happy to offer customer service to reseller clients’ customers, but this is available on a case-by-case basis and is offered only when time permits. Unless agreed prior, reseller clients should handle client contact and liaise with their 99social account manager to relay messages.
As a client, it is your responsibility to monitor comments and messages sent to your accounts. On some plans, we may respond to client comments if necessary, although questions we cannot answer will be left for the account holder to monitor. We do not send emails alerting you to new comments or tweets unless important, so you should monitor your accounts on a regular basis. It’s also your responsibility to respond to our emails in a prompt manner and alert us to any changes in your business offerings or branding, and give us at least five working days notice to cancel your subscription with 99social.
99social excepts no responsibility for the loss of data, followers, engagement, or account status and it is ultimately the responsibility of the client to ensure that their accounts across Twitter, Facebook, Instagram, LinkedIn, and Pinterest are well-maintained. This includes but is not limited to ensuring your social accounts are up-to-date with a valid email address and telephone number, unlocking accounts should they be locked for verification purposes, and maintaining the security of your account. 99social is not liable should your accounts be temporarily or permanently locked or suspended – we are a content provider and our duties lie exclusively in creating and posting quality content to your channels, not in maintaining them.
Whilst we take great care in ensuring every piece of content we create for your social media handles is accurate and relevant, we are not liable for damages should inaccurate information be published on your social media handles. All content is thoroughly researched from reputable sources and clients’ company websites, and it is ultimately the responsibility of clients to monitor their social handles and alert us to any inaccurate information. So far, we’ve never had an incident like this occur, but in some industries, there may be times where we have to exercise some extra caution! We recommend that you regularly update your dedicated account manager with news from your business and report back amendments as soon as possible to avoid such incidents.
99social will alert clients to major changes or clauses which may affect their social media management via email. 99social also promises to give clients at least 30 days notice before price increases.
These terms were last updated on 11th January 2021.