Terms & Conditions

Transparency's The Name of Our Game

NotLuck is a trading name of Peppercord Limited, registered in England and Wales (Company No. 15954819, VAT No. GB 475932356).

Last Updated: 31 July 2025

1. Introduction

1.1 Who We Are

NotLuck (“we,” “us,” or “our”) provides creative and digital services including—but not limited to—branding, website development, hosting, automation, CRM setup, marketing strategy, design, and consultancy.

1.2 What This Document Covers

These Terms apply to all services delivered by NotLuck. By working with us, you (“you,” “the Client”) agree to these Terms and Conditions.

2. Working Together

2.1 Our Commitment to You

We’ll always work to the highest degree of responsibility and professionalism to deliver your project to the agreed specification. We care about results, your experience, and our reputation - so we take quality and clarity seriously.

2.2 Respect & Collaboration

We believe in great communication and mutual respect. We do not tolerate abusive language or behaviour toward our team. We're on your side—let’s keep it kind and productive.

2.3 Paused Access for Overdue Payments

We’re committed to doing our best work and building strong relationships with our clients. In return, we ask that all invoices are paid promptly.

IMPORTANT: If your account falls into arrears, we will pause work and communication related to your project until the balance is settled. This includes edits, updates, feedback responses, and support requests.

3. Project Kickoff and Scope

3.1 Start of Services

Projects begin once all necessary information, content, and assets are received from the Client and any initial payment terms are met.

3.2 Approvals

We’ll check in with you throughout the process. Once you approve a stage or asset (via WhatsApp, email, or project portal), we’ll consider that stage complete. Revisions after approval may be billed separately.

3.3 Out of Scope Work

If a request goes beyond the agreed scope, we’ll let you know before charging additional fees.

4. Payments and Billing

4.1 Payment Terms

- All fees—including project charges, hosting charges, and usage-based fees (e.g. email credits, SMS bundles, CRM usage)—must be paid in accordance with the billing schedule outlined in your agreement or invoice.

- Hosting and usage charges are billed in advance and are non-refundable unless otherwise agreed.

- Full payment (or a scheduled deposit) is required before final delivery or continued service.

- Invoices are payable via Stripe or bank transfer, with payment terms clearly stated.

4.2 Service Suspension for Non-Payment

- If payment is overdue by 7 days, services (including access to websites, hosting, CRM platforms, or support) may be paused or suspended without notice until the balance is settled.

- After 14 days, we may apply late payment fees and pursue legal action if necessary.

- Reinstating access to services may incur an administrative fee.

IMPORTANT: While an account is in arrears, we will not make any changes, updates, or amendments to your website, CRM, project files, or digital systems until the outstanding balance has been cleared in full.

4.3 Usage Charges

Some services (e.g. CRMs, email marketing, text messaging, hosting add-ons) may generate usage charges. These will either be prepaid or billed in arrears and must be paid to continue access.

NB If you request additional users to be added to a system (such as CRM, email, or collaboration platforms), this may incur additional charges depending on your service tier or plan. We will inform you of any additional fees before proceeding.

4.4 Price Adjustments

We may review and adjust our pricing with a minimum of 30 days’ notice for ongoing or subscription-based services.

4.5 Chargebacks and Billing Queries

Clients must not initiate chargebacks for any payments made to NotLuck under any circumstances. If you wish to cancel a service, you must provide at least 30 days’ written notice via email or support ticket, as outlined in Section 9.

Submitting a chargeback without first contacting us is a breach of these Terms and may result in:

- Immediate suspension or termination of services

- The client being held liable for all chargeback-related costs, including bank or processor fees, administrative costs, the full original transaction amount, and any loss to business

If you have a billing query, contact us directly at [email protected] - we’re happy to help resolve it swiftly and fairly.

5. Hosting, Domains, Email, and Platform Services

5.1 Hosting Services

If we host your website, email, or digital assets, we'll maintain uptime and security standards to the best of our ability. Hosting fees must be kept up to date to avoid suspension.

IMPORTANT: If hosting payments lapse, we reserve the right to suspend access to your website and associated services. Persistent non-payment may result in permanent loss of your site data.

5.2 Domain Registration and Ownership

If a website domain is registered by NotLuck as part of your project, it remains the property of NotLuck unless explicitly transferred.

- Transfer of Ownership is subject to an administration fee (+ VAT), plus any applicable registrar or ICANN fees.

- We are under no obligation to transfer a domain until all outstanding payments have been made in full.

IMPORTANT: If payment for hosting lapses and remains unpaid beyond 30 days, NotLuck reserves the right to sell, auction, or otherwise transfer ownership of the domain without further notice.

5.3 Email Services

We offer business email accounts as part of some service packages. These services are subject to the following:

- Clients must maintain at least one active email inbox subscription per domain.

- If the last or only email account is paused, cancelled, or unpaid, the entire domain’s email access will be automatically terminated.

- Termination may lead to permanent data loss (emails, contacts, folders).

- Reinstating access will incur setup fees and may not restore prior data.

5.4 Third-Party Tools and Platform Accounts

If NotLuck sets up accounts for third-party tools (e.g. Canva, Shopify, ActiveCampaign, Go High Level) as part of your project, these accounts remain under our ownership unless agreed otherwise in writing.

If you’d like full ownership and transfer of these accounts, we may charge an administration fee (+ VAT) to facilitate the handover. Ownership transfer is subject to full payment of any outstanding fees.

5.5 Project File Retention and Deletion

We retain project files, assets, and backups for up to 30 days after service termination (including cancellations, non-payment, or completed projects). After this period, all files and data may be permanently deleted without notice.

IMPORTANT: It is your responsibility to ensure any required files are requested or downloaded prior to termination. Retrieval after deletion is not guaranteed.

6. Data Protection and Confidentiality

6.1 Client Data

We may access or handle your data only as needed to deliver services. We treat all data confidentially and in accordance with UK GDPR and data protection laws.

6.2 Your Privacy Responsibilities

You're responsible for ensuring compliance with privacy laws for any personal data you collect or store through our services.

IMPORTANT: You are also responsible for maintaining secure passwords and account access credentials across all platforms and systems. We strongly recommend using unique, complex passwords and enabling two-factor authentication where available. NotLuck is not liable for breaches or misuse caused by weak or compromised client credentials.

7. Intellectual Property

7.1 Final Deliverables

You own all completed, paid-for deliverables. Until full payment is made, all intellectual property remains with NotLuck.

7.2 Our Proprietary Materials

Templates, systems, and tools developed by NotLuck remain our intellectual property, even if used during your project.

8. Revisions, Fixes, and Third-Party Changes

8.1 Our Responsibility

We will fix any issues caused by our work or platform as part of your service agreement.

8.2 Your Modifications

We are not responsible for errors or bugs caused by client-side changes or third-party integrations after handover.

9. Cancellation and Termination

9.1 Cancelling a Service

You may cancel services with a minimum of 30 days’ written notice. Hosting or subscription fees already paid are non-refundable unless otherwise agreed.

IMPORTANT: Chargebacks are not considered valid notice of cancellation and will be treated as a breach of these Terms. Please refer to Payments and Billing section, item 4.5.

9.2 Failure to Pay

If required payments (including usage and hosting charges) are not made, we reserve the right to suspend or terminate all active services without notice. Legal recovery may be pursued for outstanding debts.

IMPORTANT: If an account is in arrears, we are under no obligation to continue providing access, communication, or amendments until full payment is received. Service delivery is paused for the duration of the non-payment period.

9.3 Behaviour or Breach

We may suspend or terminate services if there is a breach of these terms or abusive behaviour toward our team.

10. Liability and Limitations

While we take every care to deliver great work, NotLuck cannot be held responsible for indirect or consequential losses.

Our total liability is capped at the amount paid by you for the specific service in question.

11. Updates to These Terms

We may update these Terms as needed. You’ll be informed of material changes and continued use of services implies acceptance.

12. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be resolved in English courts, with both parties agreeing to good-faith dialogue before escalation.