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.

Welcome to 99social

By signing up to 99social as a client, you’re agreeing to our terms and conditions, which are designed to protect both us and our clients. These terms can change with or without notice, so we recommend checking back regularly for the latest updates.

Payments and Refunds

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 plan and payments will be taken on or around the same day every month until the client cancels their plan.

The first payment will be taken within five (5) working days of sign-up, and around the same date every month thereafter. Clients must write to 99social at least ten (10) working days before their next payment is due if they’d like to cancel, or will be liable for the next month’s payment before their service terminates. If payment is not received for the upcoming month for whatever reason, our work will be immediately suspended until the payment is received. Should a Direct Debit payment fail due to lack of funds, clients will be charged a £10+VAT admin charge on their next invoice.

99social does not offer refunds. Once a payment has been taken for the upcoming month, we begin preparing the month’s content. Content is often prepared further in advance than our calendar. In the case of mid-month cancellations, we’ll continue to work on content until the end of a client’s monthly plan, or cease work immediately upon their request. Pro rata refunds are not offered.

Should a client decide not to proceed with 99social following our onboarding and initial draft, the first months’ payment will be used to cover the cost of our research time and content creation.

Copyright and Ownership

All content created by 99social for clients (including videos and images) is copyrighted to the account holder unless otherwise stated.

99social reserves the right to reuse and repurpose content we create (unless the client holds ownership – for example, photography and video) for other clients and projects. All graphic design templates (Photoshop, Canva, etc) are owned by 99social and cannot be passed onto clients.

Reseller Conditions

As a reseller with 99social, we are happy to sign non-disclosure agreements which prevent us from disclosing or contacting clients.

However, 99social is not liable for any “leak” of information pertaining to our work on their social handles.

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.

Personal Data

99social carefully complies with the General Data Protection Regulation (GDPR) and other data protection laws. Clients agree that 99social may put their named and other details obtained from our emails and telephone conversations into a directory for internal use and for the purposes of enabling 99social to provide our service.

All data supplied by any customer of 99social is held in accordance with our current privacy policy. Sensitive information – such as social media log-in information and passwords – are encrypted and stored behind two-factor authenticated password managers. 99social cannot be held responsible for passwords or sensitive information sent in emails.

We recommend using a tool like Dead Drop when sending passwords. All sensitive information is securely deleted when a client terminates their plan with 99social, although contact information may be retained for future marketing purposes.

Communication

99social aims to respond to all client enquiries within 48 hours on weekdays. During busy periods, it may take us a little longer to respond. We recommend clients add an ‘urgent’ or ‘important’ tag to their subject line if they need help immediately, and we’ll make sure these are dealt with as a priority.

Please note: 99social is not liable for damages or loss of earnings should we take more than 48 hours to respond. Clients retain ownership and liability of their social media accounts at all times.

99social provides customer service via email address only. Whilst we do take calls and allow clients to communicate with account managers via WhatsApp, our primary communication channel is email. All official correspondence should be sent to hello@99social.co.uk or the client’s 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.

Client Responsibilities

Clients are responsible for monitoring comments and messages sent to their accounts. On some plans, we may respond to client comments, although questions we cannot answer will be left for the account holder to monitor.

It’s the responsibility of the client to respond to our emails in a prompt manner and alert us to any changes in their offerings that would impact our content.

Managing Accounts

99social accepts no responsibility for the loss of data, followers, engagement, or account status and it is ultimately the responsibility of the client to ensure their accounts are well-maintained.

This includes but is not limited to ensuring 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 the account.

We are not liable should a client’s account be temporarily or permanently suspended – we are a content provider; our duties lie exclusively in creating/posting content to our clients’ pages.

Content

Whilst we take great care in ensuring every piece of content we create is accurate and relevant, we are not liable for damages should inaccurate information be published on a client’s social media account.

All content is researched from reputable sources and clients’ company websites, but it is ultimately the responsibility of clients to review any scheduled content and alert us to any errors, issues, or required changes before it’s posted.

Changes to Terms

We may, at any time, and at our sole discretion, modify these Terms and Conditions, including our Privacy Policy, with or without notice. Any such modification will be effective immediately upon public posting. Continued use of our service following any such modification constitutes acceptance of these modified terms. We recommend that you bookmark this page and regularly return to ensure you understand and accept our latest terms and conditions.

Last reviewed and updated 19 February 2024.

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