Terms & Conditions

1. About These Terms

These Terms & Conditions ("Terms") govern your use of services provided by MaLu ("we," "us," "our") and form a legally binding agreement between you ("Client," "you," "your") and MaLu. By purchasing any service or package, you agree to be bound by these Terms.

2. Services Overview

2.1 Main Packages

START STRONG: Complete business launch package delivered within 2 weeks
GET ME READY: Systems and templates package for existing businesses, delivered within 4 weeks
KEEP MOVING: Monthly digital support subscription with setup fee

2.2 Ongoing Support Subscriptions

Light Support: Up to 5 hours monthly support
Steady Support: Up to 10 hours monthly support
Full Support: Up to 20 hours monthly support

2.3 Quick Fixes

One-off services including website builds, maintenance, design templates, email setups, and social media configuration, priced individually.

2.4 Digital Products

Downloadable templates and guides including brand style guides, checklists, and design templates, priced individually.

3. Booking & Payment Terms

3.1 Discovery Calls

All Packages, Quick Fixes & Monthly Support begin with a mandatory discovery call to discuss project requirements, timelines, and deliverables.

3.2 Payment Schedule

One-time services: 50% deposit required to secure booking, remainder due upon completion
Monthly subscriptions: Payment due monthly in advance via direct debit or standing order
Digital products: Full payment required before download access

3.3 Payment Methods

We accept bank transfers, and major credit/debit cards. All prices are in GBP and include VAT where applicable.

3.4 Late Payments

Monthly subscription services will be suspended if payment is more than 7 days overdue. A £25 late payment fee may be applied.

4. Service Delivery & Timelines

4.1 Project Timelines

START STRONG: 2 weeks from deposit receipt and discovery call completion
GET ME READY: 4 weeks from deposit receipt and discovery call completion
Quick Fixes: 3-10 business days depending on service complexity
Digital products: Immediate download upon payment confirmation

4.2 Monthly Support Hours

Unused monthly hours do not roll over to subsequent months
Additional hours may be purchased at £45/hour with prior agreement
Support hours reset on the same date each month as initial subscription

4.3 Scope Changes

Any changes to agreed project scope may result in additional charges and extended timelines, subject to written agreement.

5. Client Responsibilities

5.1 Content & Materials

Provide all required content, images, and materials within 48 hours of request
Ensure you have rights to use all provided materials
Review and approve work at designated milestones

5.2 Access & Logins

Provide necessary website, social media, and platform access when required
Maintain security of shared login credentials
Notify us immediately of any access issues

5.3 Communication

Respond to communications within 48 hours during business days
Attend scheduled discovery and review calls
Provide feedback within agreed timeframes

6. Revisions & Feedback

6.1 Included Revisions

Main packages include 1 round of feedback and edits
Quick Fixes include minor revisions as specified in service description
Additional revisions charged at £45/hour

6.2 Feedback Timelines

Feedback must be provided within 5 business days of work presentation
Delayed feedback may result in project timeline extensions

7. Cancellation & Refunds

7.1 Client Cancellation

Before work commences: Full refund minus 10% administration fee
After work commences: Refund based on work completed, minus costs incurred
Monthly subscriptions: 30 days written notice required, no refund for current month

7.2 Our Right to Cancel

We reserve the right to cancel services with 48 hours notice for:

Non-payment after 7 days overdue
Breach of these Terms
Abusive or inappropriate behaviour
Scope significantly beyond original agreement

7.3 Digital Products

Digital products are non-refundable once download access has been provided.

8. Intellectual Property

8.1 Work Product

Upon full payment, you receive full ownership and commercial rights to all custom work created specifically for your project, including:

Custom graphics and designs
Website content and structure
Branded templates
Written content and copy

8.2 Our Rights

We retain rights to:

Use project work in our portfolio and marketing materials
Our proprietary methods, processes, and business systems
Third-party assets, fonts, and stock materials used in projects

8.3 Third-Party Assets

Some projects may include third-party elements (fonts, stock images, plugins) subject to their respective licenses. You are responsible for ongoing license compliance.

9. Confidentiality

We maintain strict confidentiality regarding your business information, client data, and proprietary processes. This obligation continues indefinitely beyond service completion.

10. Limitation of Liability

10.1 Service Limitations

Our services are provided "as is" without warranties of any kind. We do not guarantee:

Specific business outcomes or revenue increases
Website uptime or hosting performance
Social media engagement or growth metrics
Third-party platform functionality

10.2 Liability Cap

Our total liability for any claim shall not exceed the total amount paid for the specific service in question.

10.3 Excluded Damages

We are not liable for indirect, consequential, or special damages including lost profits, data loss, or business interruption.

11. Technical Support & Maintenance

11.1 Included Support

30 days post-project support for technical issues related to our work
Basic guidance on using delivered systems and templates
Bug fixes for functionality issues in our delivered work

11.2 Excluded Support

General business advice beyond our delivered scope
Support for third-party platform changes or updates
Training on general business tools and software
Ongoing maintenance beyond the included support period

12. Force Majeure

We are not liable for delays or failures due to circumstances beyond our reasonable control, including but not limited to natural disasters, government actions, internet outages, or third-party platform disruptions.

13. Data Protection & Privacy

We process personal data in accordance with UK GDPR and our Privacy Policy. We implement appropriate security measures to protect your data and limit access to authorised personnel only.

14. Dispute Resolution

14.1 Initial Resolution

We encourage direct communication to resolve any concerns. Please contact info@malusupports.com with any issues.

14.2 Mediation

If direct resolution fails, disputes will be submitted to mediation through a mutually agreed mediator.

14.3 Jurisdiction

These Terms are governed by English law, and any legal proceedings shall be subject to the exclusive jurisdiction of English courts.

15. General Provisions

15.1 Entire Agreement

These Terms constitute the entire agreement between parties and supersede all prior communications and agreements.

15.2 Amendments

We may update these Terms with 30 days notice. Continued use of services constitutes acceptance of updated Terms.

15.3 Severability

If any provision is deemed invalid, the remaining provisions remain in full effect.

15.4 Assignment

You may not assign rights or obligations under these Terms without our written consent.

16. Contact Information

MaLu - Support for Female Founders
Email: info@malusupports.com
Website: www.malusupports.com

For questions about these Terms & Conditions, please contact us using the details above.