Client terms

1About these terms

In these terms, "we", "us" and "our" mean 99social, and "you" and "your" mean the business using our services.

Our services are provided to businesses only, not to consumers. By signing up to any 99social service, you confirm you are acting on behalf of a business and agree to these terms.

Where you have a separate written agreement or proposal with us, that agreement takes priority over these terms if the two conflict.

2Our services

99social provides social media management, community management, content creation, SEO, paid advertising, white label and related digital marketing services, depending on your chosen plan.

Your specific deliverables, including number of posts, platforms and services, will be outlined in your agreed package.

Requests outside your agreed package, including additional platforms, campaigns, copywriting, meetings, strategy work or revisions beyond those included in your plan, may incur additional charges. We will always agree any additional costs before work begins.

We aim to deliver high-quality content and services, but marketing performance can never be guaranteed. Social media platforms, algorithms and user behaviour are outside our control.

3Getting started

Once you have signed up and your first payment has been received, we will send you our onboarding questions and request access to the accounts we need.

We aim to begin publishing within ten (10) working days of receiving everything we need from you. Delays in providing information, assets or access will extend this timeline.

Your monthly service begins from your first payment date, not the date content first goes live.

4Payments

All payments are taken in advance via Direct Debit through our payment partner GoCardless, unless we agree another payment method in writing.

Your plan operates on a monthly rolling basis unless otherwise agreed.

Your first payment will be taken within seven (7) days of signing up, and monthly thereafter on or around the same date.

All prices are shown excluding VAT, which will be added at the current rate.

We reserve the right to suspend work where invoices or Direct Debit payments remain unpaid. Delivery dates may be extended accordingly.

If payment fails, our work may be paused until payment is received. A £20+VAT admin fee may be applied to cover failed payment processing.

We reserve the right to charge statutory interest and debt recovery costs on overdue payments under the Late Payment of Commercial Debts (Interest) Act 1998.

If a payment is reversed via your bank as a Direct Debit indemnity claim, and that payment relates to work that has been carried out and delivered by 99social, this will be treated as a breach of these terms rather than a valid dispute.

You remain liable for the full fee regardless of any claim raised with your bank. We reserve the right to pursue recovery of the amount owed, plus any reasonable administrative and debt recovery costs incurred as a result.

5Plan changes and pricing

You can upgrade or downgrade your plan at any time by emailing us. Changes take effect from your next billing date, unless we agree otherwise.

We may review our prices from time to time. We will give you at least thirty (30) days' written notice of any price change to your plan, and you are free to cancel before it takes effect.

Any discounted or legacy pricing applies only to the plan and scope originally agreed. If you change plan, current pricing will apply.

6Cancellation and refunds

You can cancel at any time by emailing us at [email protected].

We plan and create content in monthly batches. By the time one month's content is being published, we are usually already researching, writing and designing the next.

That is why we require at least ten (10) working days' written notice before your next billing date.

If you cancel after this point, work on your next month's content will already be under way, and the next month's payment may still be taken.

As our services are supplied on an ongoing business-to-business basis, and work on each batch begins before its billing date, payments are non-refundable.

If you cancel mid-month, we may continue delivering your remaining content or stop immediately at your request. No partial refunds will be issued.

Content, sessions or deliverables that could not be completed because of delays on your side do not roll over and are not refundable.

7Content creation and AI

Our content is created by our own team. We may use AI-assisted and other third-party technology as part of our internal creative, research and production processes, for example for research, ideas or content optimisation.

Every piece of content is shaped and reviewed by a member of our team before being delivered or published.

8Content approval and responsibility

You are responsible for reviewing and approving content we create.

We encourage you to review content promptly and let us know of any required changes.

If no feedback is received within five (5) working days, or before the scheduled publishing date, whichever comes first, we may treat the content as approved and publish it.

While we take care to ensure accuracy, you remain responsible for ensuring your content is correct, compliant, appropriate for your business, and complies with all applicable laws, regulations and advertising standards. This is particularly important in regulated industries such as financial services, healthcare and legal services.

Unless expressly agreed otherwise, our services do not include legal, regulatory or compliance review. Where your industry requires content to be approved by a compliance officer, authorised person or other professional, you are responsible for obtaining that approval before publication.

You warrant that any claims, statistics, testimonials, offers, prices, product information and other information you provide to us are accurate, lawful and capable of substantiation where required. Unless specifically agreed as part of our services, we are not responsible for independently verifying information or claims supplied by you.

Where you instruct us to publish or proceed with something against our recommendation, you accept responsibility for that instruction and its consequences, provided we have followed your instructions correctly.

9Delivery, scheduling and publishing

Any publishing dates, content calendars or delivery dates we provide are targets rather than guaranteed deadlines, unless expressly agreed otherwise. We may reasonably adjust publishing dates to account for approvals, platform availability, content requirements or operational circumstances.

Where we are unable to complete work because you have not provided required information, access, materials, feedback or approval, the relevant deliverables will expire at the end of that service month and will not roll over, unless we agree otherwise in writing.

We may refuse to create, publish or engage with content that we reasonably believe is unlawful, misleading, discriminatory, defamatory, infringes third-party rights, breaches platform rules or could expose either of us to legal or regulatory risk.

10Revisions

Most plans include up to two rounds of reasonable revisions per piece of content.

Revision requests that substantially change the original brief may be treated as new work.

If you need additional revisions beyond this, we may charge a reasonable fee.

If we have made an error or not followed your brief, corrections will always be made free of charge.

11Content ownership and intellectual property

Once all outstanding fees have been paid, you are granted a perpetual, non-exclusive licence to use the content we create for your business across your own marketing channels and platforms.

Any text, images, logos, videos or other materials you send us, or that we use from your website or social media accounts, are assumed to be owned by you or properly licensed for your use. We do not independently check the ownership or licensing of these materials. You are responsible for ensuring that you have the necessary rights and permissions for them.

99social retains ownership of all underlying templates, design systems, workflows, methodologies and reusable creative assets.

Unless expressly included in your package, editable source files, working files, Canva templates, project files and other production materials are not included in the deliverables.

You are responsible for keeping copies of your original files, photographs, videos and other assets. We are not a permanent storage or backup service and do not guarantee that working files or client-supplied assets will be kept after our services end.

Unless otherwise agreed in writing, we may showcase completed work in our portfolio, marketing materials and case studies. Just let us know if you would prefer we did not.

12Third-party tools and stock assets

We use trusted third-party tools, such as scheduling, design and analytics platforms, to deliver our services. These tools are subject to their own terms, and we are not responsible for their availability or changes they make.

Where we use licensed stock images, video, music or fonts, these are licensed for use within the content we create for you. They may not be extracted or reused separately without the appropriate licence.

13Client responsibilities

To deliver the best results, we need your cooperation. You agree to:

• Provide access to relevant accounts, platforms and assets
• Respond to requests for information or approval in a timely manner
• Ensure all information you provide is accurate and lawful
• Maintain control and security of your social media accounts
• Tell us promptly about anything that affects your content, such as price changes, closures or sensitive events

Delays in providing information or approvals may affect delivery timelines.

You agree to indemnify and hold 99social harmless against any claims, costs, fines, damages or losses (including reasonable legal fees) arising from any text, images, logos, videos or other materials you provide, including any claim that such materials infringe a third party's intellectual property rights.

14Account access and security

You grant us permission to access your accounts solely to provide our services.

You remain the owner and ultimate controller of your accounts at all times. When our services end, you are responsible for removing our access.

You are responsible for maintaining appropriate security on your accounts, including secure passwords and multi-factor authentication where available. We are not responsible for unauthorised access arising from compromised credentials, devices or users outside our control.

We are not responsible for:

• account suspensions
• platform restrictions
• loss of followers
• platform outages

These are outside our control and are managed by third-party platforms.

We cannot guarantee uninterrupted access to third-party platforms or services and are not responsible for outages, security incidents or changes made by those providers.

15Community management (Power Hours)

Power Hours are purchased monthly, in advance. Each Power Hour is made up of four (4) 15 minute sessions, and a minimum of three (3) hours a month applies.

Sessions take place on working days, Monday to Friday, excluding UK bank holidays. We do not provide out-of-hours, weekend or emergency cover.

Unused hours or sessions do not roll over to the following month, and Power Hours cannot be paused or refunded.

You can change the number of hours for the following month by letting us know before your next billing date.

By purchasing Power Hours, you authorise us to reply to comments and messages, and to follow and engage with other accounts, on your behalf. If you ask us to, we will send replies for your approval first, which may affect response times.

We will handle complaints and sensitive messages in line with the guidance you give us, and escalate anything we cannot reasonably answer. You remain responsible for resolving customer complaints and for any commitments made to your customers.

All community management is carried out by real people. We do not use bots or automated replies.

16Paid advertising services

Our paid advertising management fee is 20% of your actual monthly ad spend, as reported by the advertising platform, with a minimum of £150+VAT per campaign, unless otherwise agreed in writing.

Ad spend is separate from our management fee and is paid directly to the advertising platform. You remain responsible for all advertising spend, unless expressly agreed otherwise in writing.

Campaigns are set up within your own ad accounts, so you keep ownership of your accounts and data.

Advertising platforms control the actual charging of ad spend. While we take reasonable care when setting budgets, you are responsible for monitoring charges made by advertising platforms and telling us promptly about any suspected billing issue.

Advertising platforms may reject, restrict or remove ads under their own policies. We will do our best to resolve this, but we are not responsible for platform decisions.

We manage campaigns and optimise performance, but we cannot guarantee specific results. All advertising platforms operate independently, and performance may vary.

17SEO services

SEO is a long-term strategy, and results typically take several months.

To publish content and carry out technical work, we may need access to your website. You are responsible for keeping backups of your website, and we are not responsible for issues caused by your hosting, plugins, themes or other third parties.

Backlinks are placed on third-party websites that we do not control, and may occasionally be changed or removed by their owners.

We are not responsible for the impact of changes made to your website by you or third parties after our work has been completed, including changes to content, URLs, metadata, website structure, plugins, hosting or technical configuration.

We use industry best practices, but rankings and traffic depend on many external factors, including competitors and search engine algorithms.

We cannot guarantee specific rankings, traffic levels or outcomes, including visibility in AI search tools. We cannot guarantee that rankings achieved will be maintained, as search engine algorithms and competitor activity are outside our control.

18Analytics

Analytics and reports are based on data provided by third-party platforms. We cannot guarantee its accuracy or completeness, and platforms may change what data they make available.

19White label and reseller services

If you resell our services to your own clients, your agreement with your client is between you and them. You are responsible for your client relationship, pricing, invoicing and any promises you make to them.

You remain responsible for paying our fees in full, whether or not your client has paid you.

We work through you and do not provide direct support to your clients as standard. You are responsible for passing on approvals, feedback and information from your clients in good time.

You must make sure your clients have agreed to us accessing their accounts and handling their information on your behalf.

We will keep our involvement confidential and will not knowingly approach your clients directly to offer our services while you are a reseller, or for twelve (12) months afterwards.

20Non-solicitation

While you are a client and for twelve (12) months after our services end, you agree not to directly employ or engage any member of our team who has worked directly on your account, without our written agreement.

21Communication and support

Email is our primary communication channel. Please contact your account manager by email as your first point of contact.

Phone calls can be arranged with our team when needed, but we do not offer telephone support.

On our Standard and Pro plans, WhatsApp is also available for general content sharing and quick questions.

Important matters, including cancellations, changes to your plan, strategy and complaints, must be sent by email so there is a clear record. Requests made by WhatsApp or phone will not be treated as formal notice.

We aim to respond within one (1) working day, although response times may occasionally be longer during busy periods. Our support hours are Monday to Friday, excluding UK bank holidays.

We expect all communication to be respectful. We will always treat you with courtesy, and ask the same in return.

22Confidentiality and data protection

We take your privacy seriously and process personal data in accordance with applicable UK data protection laws. Please see our privacy policy for more detail.

Your information is stored securely and used only to provide our services. We will keep your business information confidential, and we ask you to do the same with ours.

Where we handle personal data on your behalf, such as when replying to your customers, we act as a data processor and you remain the data controller. The data processing schedule at the end of these terms applies to this processing.

Sensitive information, such as passwords, should be shared securely. We recommend using secure password-sharing tools.

We cannot accept responsibility for sensitive information sent insecurely.

23Platform and performance disclaimer

We do not control social media platforms, search engines, AI tools or advertising networks. We cannot guarantee:

• follower growth
• engagement levels
• lead generation
• search rankings
• traffic levels
• sales outcomes

We will always apply best practices and proven strategies, but results depend on many external factors.

Historic performance does not guarantee future results.

24Termination by 99social

We reserve the right to terminate services immediately if:

• payments are not made
• abusive or threatening behaviour occurs
• these terms are breached
• cooperation is not reasonably provided

Any outstanding fees remain payable.

We may also suspend services while investigating suspected breaches of these terms.

We may also end our services for any other reason by giving you at least thirty (30) days' written notice.

25Events outside our control

We are not liable for delays caused by events beyond our reasonable control, including internet outages, cyber incidents, illness, natural disasters, industrial action or failures of third-party platforms or services.

26Limitation of liability

To the fullest extent permitted by law, 99social shall not be liable for:

• indirect or consequential losses
• loss of profits
• loss of business
• loss of revenue
• loss of goodwill

Our total liability shall not exceed the amount you have paid us in the previous one (1) month.

Nothing in these terms limits liability where it cannot legally be limited.

27Complaints

If you are unhappy with any part of our service, please email [email protected] with the details. We will acknowledge your complaint within two (2) working days and aim to resolve it as quickly as possible.

We always try to resolve issues directly and fairly before either of us takes any further action.

28Changes to these terms

We may occasionally update these terms. The latest version will always be available on our website, with the date it was last updated.

Where a change materially affects your rights or obligations, we will give you reasonable written notice before it takes effect. Continued use of our services after that point means you accept the updated terms.

29General

If any part of these terms is found to be invalid or unenforceable, the rest of the terms will still apply.

If we choose not to enforce any part of these terms straight away, that does not stop us enforcing it later.

You may not transfer your agreement with us to another party without our written consent.

These terms, together with your agreed plan or proposal, make up the whole agreement between us.

"Working day" means Monday to Friday, excluding public and bank holidays in England.

Notices sent by email will be treated as received on the working day they are sent if sent before 5pm, or on the next working day if sent after 5pm or on a non-working day.

30Governing law

These terms are governed by the laws of England and Wales. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

31Data processing schedule

This schedule applies where we process personal data on your behalf as your data processor under UK GDPR.

• Subject matter and duration: providing our services to you, for as long as we provide them and until the data is deleted or returned
• Nature and purpose: creating and publishing content, managing social media accounts, community management, advertising, SEO and reporting
• Types of personal data: names, usernames, profile information, messages, comments, contact details and enquiry details
• Categories of data subjects: your customers, followers, prospects, staff and other people who interact with your accounts

When processing personal data on your behalf, we will:

• only process it on your documented instructions, including these terms, unless required to do otherwise by law, and tell you if we believe an instruction would breach applicable data protection law
• make sure everyone who processes it is bound by confidentiality
• take appropriate technical and organisational measures to keep it secure
• help you, where reasonably possible, to respond to requests from individuals exercising their data protection rights
• tell you without undue delay if we become aware of a personal data breach affecting your data
• help you meet your security, breach notification and data protection impact assessment obligations, taking into account the information available to us
• delete or return your personal data when our services end, unless we are required by law to keep it
• make available the information reasonably needed to demonstrate compliance with these obligations, and allow reasonable audits on appropriate prior notice, subject to confidentiality requirements and provided they do not unreasonably disrupt our business

You give us general authorisation to use sub-processors to help deliver our services, such as social media scheduling, design, email, file storage and communication platforms. We will make sure they are bound by data protection obligations equivalent to these, and we remain responsible for their performance. A list of our current sub-processors is available on request. We will give you notice of any intended changes by email or on our website, giving you the opportunity to object.

Where personal data is transferred outside the UK on your documented instructions, we will ensure an appropriate lawful transfer mechanism or safeguard is in place where required by applicable data protection law.

You are responsible for making sure you have a lawful basis for any personal data you ask us to process.