Project Terms
These terms are between the client and Ametrine Studios. For any queries, contact us at info@ametrinestudios.com.
Working With Us
Working Hours
We work Monday to Friday, 9:00am-5:30pm. All communication, feedback, and approvals should be made during these hours. Where possible we will try to accommodate requests outside of these hours, but this cannot be guaranteed. Clients should ensure they are available during working hours throughout their project.
Project Timelines
Most projects run on a 4 week timeline from the confirmed start date. If a project requires a different timeline for any reason, this will be communicated in writing before work begins. This applies to Branding and Website projects; see Section 4 (Strategy & Consultation Projects) for timelines on those project types.
Keeping Things Moving
Projects are delivered in stages, and feedback is required at each stage to keep things on track. We ask that all feedback and responses be provided within 2 working days at each stage. This is to ensure your project can be completed within the quoted timeline. Failure to provide feedback within 2 working days at each stage will result in your project running over schedule.
Where feedback or approval of presented work is not received, this is handled under the Deemed Approval policy below rather than the Pausing a Project policy. Pausing applies specifically where we require information, materials, decisions, or access from you in order to continue the work itself, see Pausing a Project below.
Revisions
We usually don't enforce a strict revision limit. However, we reserve the right to bring things back to 2 focused rounds of revisions, if revision rounds are pulling the design in different directions and the concept is losing focus.
Once a stage payment has been made, this confirms the work meets your expectations and no further changes can be made to that stage.
A revision is a refinement of the agreed work, developing or refining what has been presented, not changing direction, scope, or brief. Each round must be submitted as a single, collected list of specific, actionable changes. Vague feedback such as "it doesn't feel right" or "make it more modern" will not be actioned until sufficient detail has been provided.
Anything outside the agreed brief will be treated as a scope change under the Project Brief Changes policy and quoted separately. Revision rounds are subject to the 2 working day response window outlined above.
Deemed Approval
Deemed Approval applies when you're reviewing work we've already delivered and we have everything we need to continue with the rest of the project regardless of your response, for example, we've delivered the homepage and can carry on building the other pages without hearing back.
If no written feedback is received within 5 working days of the Feedback Deadline, the stage is deemed approved, the instalment is invoiced, and the project proceeds to the next stage (or, at the final stage, the project is deemed complete). This may push back your project's stated deadline.
AI/LLM-Generated Feedback
Feedback submitted on any aspect of a project, including copy, strategy, or design, that has been generated or substantially drafted by an AI or LLM tool (e.g. ChatGPT, Claude) rather than reflecting the client's own judgement, is not treated as valid feedback. This is because AI-generated feedback lacks the context of decisions and strategy already agreed during the project, and undermines both Ametrine Studios' expertise and the client's actual brand and goals. Ametrine Studios reserves the right to request the client's own assessment instead, and any deadline (including the Feedback Deadline) continues to run in the meantime.
Pausing a Project
We understand that circumstances change, and we are happy to arrange a pause where reasonable.
Pausing applies when we're missing something we need to actually continue the work, and there's no way to substitute or work around it, for example, we need an access code or login to connect an email or account integration, or a decision from you before we can move on to the next design stage. Where the missing item is website content such as copy, images, or a price list, the Website Projects & Client Materials placeholder policy (Section 3) applies instead; this is not treated as a pause.
This differs from Deemed Approval above, which applies when we're only waiting on your sign-off and don't need anything further from you to continue.
A pause is considered to have occurred when a project becomes inactive for this reason. This includes but is not limited to:
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Failure to provide information, materials, or access required for us to progress the work, within 5 working days.
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Failure to make a stage or instalment payment within 5 working days.
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Any other circumstance that results in the project being unable to progress because something is needed from you first.
Written Warning Before Pause Fees
Before a pause fee is applied for an unagreed pause, we will issue one written warning setting out the outstanding action required and the deadline by which it must be resolved. If the required action is not taken by this deadline, the pause fee will apply as set out in the Unagreed Pauses policy below.
Agreed Pauses
Where a pause is needed, please get in touch as soon as possible. We aim to work collaboratively with all of our clients and understand that sometimes life gets in the way. Wherever possible, we will accommodate a pause so long as we have been made aware of your circumstances.
Where we have been informed of a pause in writing, no pause fee will be charged. Being informed in advance allows us to plan around your pause, minimise disruption to our schedule, and, where possible, protect your project slot.
Agreed pauses can last for up to 60 days. After this time your project will be considered cancelled and all payments made to date are nonrefundable and your project will need to be rebooked at current rates.
Please note that projects are permitted one fee-free agreed pause per project. If the client needs to pause the project more than once, a pause fee of 30% of the total project fee will apply for each additional pause required. Any pause fees must be settled in full before work can resume.
Unagreed Pauses
Where a project becomes inactive, and we have not been informed of a pause in writing, a pause fee of 30% of the total project fee will apply. This fee reflects the genuine disruption an unplanned pause causes, which can include:
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Your project slot going unutilised, wasting time that could have been allocated to another client
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Your project being moved into an already fully scheduled week, meaning we may be managing more projects simultaneously than planned
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Additional working hours being required that were not originally accounted for in our schedule
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Disruption to the timelines of other clients whose schedules may be affected as a result
The pause fee must be settled in full before work can resume. This fee applies to all unagreed pauses. After 30 days the project will be considered cancelled, all payments made to date are nonrefundable and the project will need to be rebooked at current rates.
Delayed Start Dates
Your project slot is reserved from the date your deposit is received and must begin within 30 days. If you need to push your start date, please let us know as soon as possible and we will do our best to find a new slot.
After 30 days we cannot guarantee your project slot will be available. If we are unable to accommodate your revised start date, the project will need to be rebooked at current rates. Your deposit will be forfeited if the project does not proceed.
Project Brief Changes
Any changes to the scope or direction of a project after the brief has been agreed will be treated as an amendment to the original scope and will be requoted separately before any additional work begins. We are not obligated to carry out work that falls outside of the original agreed-upon brief without a separate agreement in place.
Access Revocation
Where payment or feedback remains outstanding beyond the applicable deadline, we reserve the right to suspend or revoke access to any accounts, platforms, or files connected to the project (including but not limited to website access, hosting, and shared assets) until the outstanding matter is resolved. Access will be reinstated once payment is received or the outstanding matter is resolved. Any period of suspended access may push back your project's stated deadline, and your project may not complete within the originally quoted timeline.
Project Cancellation & Termination
In the unlikely event that we are unable to deliver a project due to unforeseen circumstances on our end, we will always endeavour to find a solution that works best for the client. Where possible, we will look to pause and reschedule the project at a time that suits both parties. If the client would prefer a full refund of any payments made for work not yet delivered, this will be honoured. We will always communicate as early as possible if this situation arises.
We also reserve the right to terminate a project where:
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The client behaves abusively or disrespectfully towards us or our team.
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The client repeatedly requests work outside the agreed scope or brief after being informed this falls outside the project.
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The client asks us to act in a way that is unethical, illegal, or against relevant advertising, platform, or industry regulations.
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The client is chronically unresponsive, defined as failing to respond to communications, provide feedback, or make payment across multiple consecutive requests, beyond what is covered by the standard pause policy.
Where a project is terminated for any of the above reasons, any payments made to date are non-refundable, and no further work will be delivered beyond what has already been completed and paid for.
Payments & Refunds
Payment terms and amounts are outlined in each individual quotation. Below is a breakdown of each payment type and our refund policy for Branding and Website projects; see Section 4 for Strategy & Consultation payment terms.
Deposits
A deposit is required upfront to reserve your project slot. It reflects the time spent planning and preparing your project as well as holding your place in our schedule. Deposits are refundable within 24 hours of payment. After 24 hours, all deposits are nonrefundable.
Instalment Payments
Projects are broken into stages. An instalment payment is due at the end of each agreed stage.
Before each instalment is due, you will be given the opportunity to review the completed work and request any changes. Work shared for review purposes may be watermarked or presented in a protected format, final unprotected files will not be shared until the project has been paid in full.
Once you are happy with the work and the instalment payment is made, this confirms that the work meets the agreed brief and your expectations at that stage. Instalment payments are non-refundable once made.
Late Payment Interest
Where an invoice remains unpaid after its due date, interest will accrue at a rate of 1.5% per month (18% per annum) on the outstanding amount, calculated daily from the day after the due date until payment is received in full. This is a contractual rate, set separately from and in addition to any statutory interest or compensation the client may be liable for under the Late Payment of Commercial Debts (Interest) Act 1998, and is applied in addition to, and separate from, any pause fee that may apply under the Pausing a Project policy.
Late Payments
Any payments are due within 2 working days of the invoice being issued to ensure the project remains on track with the project deadline. If your payment has not been received within 2 working days your project timeline may be delayed.
We understand that occasionally, circumstances arise that may make this difficult. If you are unable to make a payment within this time, please get in touch as soon as possible, and we will do our best to accommodate you.
If payment is not received within 5 working days and you have not reached out to inform us of any delay, the project will be treated as paused, and a pause fee of 30% of the total project fee will apply.
If payment is not received within 30 days, the project will be considered cancelled and will need to be rebooked at current rates.
Ownership Until Paid
All work produced remains the property of Ametrine Studios until the project has been paid in full. Once full payment has been received, all final working files and ownership will be transferred to the client.
Definitions
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Working Day: Monday to Friday, excluding UK bank holidays.
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Payment Due Date: the date payment is due, as set out on the relevant invoice or in the project quotation.
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Payment Deadline: the point at which an overdue payment is treated as late and subject to interest and/or pause fee policies, as set out in the Late Payments and Pausing a Project sections.
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Feedback Deadline: the point by which feedback must be received for a project stage, as set out in the Keeping Things Moving and Revisions sections.
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Communication Deadline: the point by which a response to any other project communication (e.g. a request for access, information, or approval) must be received before the project is treated as inactive under the Pausing a Project policy.
Branding Packages
Applies to: visual identity projects and visual identity + strategy combination packages. Where strategy is booked as a standalone service, the Strategy & Consultation Projects terms (Section 4) apply instead. Client Supplied Materials It is the client's responsibility to ensure they hold full legal rights to any imagery, copy, logos, or other materials supplied for use in a project. Ametrine Studios accepts no liability for any copyright infringement or legal claims arising from client-supplied materials. Where customer lists, databases, or any personal data are supplied, it is the client's responsibility to ensure full compliance with UK GDPR and applicable data protection laws. Execution of Client-Supplied Design Direction Where a client provides a pre-developed design (including AI-generated logos, Canva templates, or similar) and asks Ametrine Studios to replicate or directly use it as final artwork, this is not accepted as a deliverable brief. AI-generated designs are typically generic, drawing on a broad amalgamation of existing styles rather than being built around the client's specific brand strategy, positioning, or circumstances. Replicating this work as-is would not be in the client's best interests. Instead, our own expertise and interpretation will be applied. AI-generated material can still be shared as a reference for style or general direction, but any final design will be developed as original work by Ametrine Studios, informed by the client's brief and brand strategy. Logo Definitions: Primary, Secondary & Submark Primary Logo: The main, full version of a brand's logo, used as the default across most applications (e.g. website header, business cards, primary signage). This is typically a wordmark, and is designed to work as a simple, scalable mark across formats and sizes, including small formats such as favicons. Secondary Logo: An alternative version of the primary logo, adapted for specific layout or space constraints (e.g. a stacked or horizontal variation, or a simplified version for use where the primary logo doesn't fit well). Still simple and scalable, and functions as a variation of the same brand mark rather than a separate design. Submark: A simplified brand mark derived from the primary logo, used in smaller or more constrained applications, for example initials, a monogram, a favicon, or an icon-style mark for social media profile images. A submark is not a standalone illustration or decorative graphic; it must remain simple and legible at small sizes. What falls outside these definitions A logo, secondary logo, or submark must pass the following practical tests: Small-size test: the mark must remain legible and recognisable when reduced to a very small physical size, such as a website favicon or an embroidered patch. Single-colour test: the mark must remain identifiable when reproduced as a single flat colour or silhouette, without relying on multiple colours, gradients, or fine detail to read correctly. Element-count principle: a logo is typically built from a small number of primary components, most often a wordmark, or a wordmark combined with a single symbol. Combining several separate motifs, patterns, or decorative details into one mark (for example a portrait, alongside additional symbols and textures) moves beyond what can function as a usable logo. Where a requested design does not meet these tests, it is treated as illustrative artwork rather than a logo, secondary logo, or submark, regardless of how it is described by the client, and falls outside the scope of these definitions. This type of work does not scale, print, or reproduce reliably as a brand mark, and is treated as a separate illustration service, quoted accordingly. Where a client's brief appears likely to fall outside these definitions, we will raise this before design work begins, so the scope and pricing can be agreed upfront rather than after delivery. Where a brief evolves during the project to include elements that fall outside these definitions, this is treated as a scope change under the Project Brief Changes policy and requoted separately before further work continues. Final logo files are delivered in formats suitable for small-scale and single-colour use (e.g. vector files enabling scaling and colour reduction). Where a design cannot reasonably be reduced to these formats, this confirms it falls outside the definitions above. Visual Mood Board At the start of a branding project, the client will be issued with a visual mood board. This sets out the intended direction for the brand, including but not limited to colour palette, font styles, logo style, imagery, and overall visual tone. The mood board represents the agreed creative vision for the project and acts as the guiding reference for all design work that follows. Once approved, it forms part of the agreed project scope. Where the client requests a change in creative direction after the mood board has been approved (for example a different colour palette, font style, or overall aesthetic), this is treated as a change of scope under the Project Brief Changes policy. Depending on the stage of the project, this work will either be requoted separately, or may not be deliverable within the current project. One Brand Per Project A branding project covers the development of a single, cohesive brand identity, including one coordinated colour palette, one font system, and one logo style, applied consistently across all deliverables. Where a client requires two or more visually distinct identities (for example separate colour palettes, fonts, or logo styles created for different sub-brands, product lines, or audiences under one business), this constitutes more than one branding project, regardless of how it is booked. Each distinct identity is scoped and quoted as its own branding project. Handover Once all work has been completed, final assets will be presented for approval in a protected or watermarked format. At this stage you will have the opportunity to use any remaining revision rounds before providing written approval. Once written approval has been received, a handover call will be scheduled. This call is a walkthrough of your final assets and is not a revision opportunity. Any requests for changes after written approval has been given will be treated as a scope change and quoted separately. Final payment is due following the handover call. All final working files will be transferred to the client once final payment has been received in full.
Web Design Packages
Applies to: all web design projects. Website Projects & Client Materials To keep your project on track, all content required for your website, including copy, imagery, price lists, and any other materials, must be provided before your project start date. Where materials are not available at the start of the project, we will build using placeholders so work can progress. If all work on our end is complete, and client materials remain outstanding, the project will be delivered as complete, with placeholders in place. It will be the client's responsibility to replace any placeholder content. Any assistance required after project delivery will be quoted separately. SEO Essentials SEO essentials refers to on-page technical setup only (including meta titles, meta descriptions, and alt text) carried out at the point of site build. This does not include ongoing SEO strategy, keyword research, content marketing, link building, or sitemap submission. Ametrine Studios does not guarantee search engine rankings, traffic, or visibility for any keywords as part of a web design package. Ongoing SEO is a separate specialist service, which we do not currently provide. Visual Style & Homepage Approval Before design work begins, we will discuss and agree the intended visual style for the site, including colours, fonts, and general aesthetic direction. The client is responsible for providing any colours, fonts, brand assets, or reference materials needed to inform this. The homepage design is the first page delivered and acts as the visual template for the rest of the site. This stage is the client's opportunity to request any visual or stylistic changes, such as to colours, fonts, layout style, or overall look and feel. Once the homepage design has been approved and work has moved on to designing subsequent pages, the established visual style is considered locked in. Further requests to change the overall visual style at this stage are treated as a change of scope under the Project Brief Changes policy, and will be requoted separately. Handover Once all work has been completed, a preview link will be supplied for your review and approval. At this stage you will have the opportunity to use any remaining revision rounds before providing written approval. Final payment is due once written approval has been received. Once payment has been received in full, written handover guidance will be provided, covering any final setup you'll need to complete yourself, such as connecting bank accounts or payment providers, domain name and company email purchase guidance where requested, and any other account-specific steps. Where relevant, training videos on how to use your site's system will also be provided. Live handover calls are available on request and can be scheduled as needed. Site ownership will be transferred to the client following full payment.
Strategy & Consultation Packages
Applies to: Marketing Audits, Marketing Strategy, and Monthly Consultation packages, as well as Brand Strategy when booked as a standalone project. Where Brand Strategy is delivered as part of a full branding project, the Branding Projects terms (Section 2) apply instead. Timelines The expected timeline for your specific project will be confirmed in your onboarding email. Scope & Deliverables Strategy and consultation projects are advisory in nature. Deliverables (e.g. findings, recommendations, or a documented action plan) will be provided in document form, as outlined in your onboarding email. Where ongoing monthly consultation is booked, this is guidance-based: the client is responsible for implementing agreed actions, with Ametrine Studios reviewing progress and providing direction at each check-in. This is not an execution or "done-for-you" service unless explicitly agreed and quoted separately. Payment & Refunds Payment for one-off strategy and audit projects is due in full upfront before work begins, and is refundable within 24 hours of payment. After 24 hours, payment is non-refundable. Monthly consultation is billed on a recurring basis. Your billing date will be set based on your project start date, and payment will be due on this same date each month going forward. Monthly payments are non-refundable once made. Cancellation Monthly consultation has no minimum term. You may cancel at any time by giving one month's written notice. Your final payment will cover the notice period, after which the consultation will end. Rescheduling Sessions Monthly consultation includes one agreed check-in session each month. If you need to reschedule, at least 24 hours' notice is required. You may reschedule your session up to 2 times per month; we will do our best to accommodate further reschedule requests beyond this, but availability cannot be guaranteed. Cancelling with less than 24 hours' notice, or not attending your scheduled session, will be considered a missed session. You may have up to 2 missed sessions per month before that month's session is forfeited. Where a session is missed or forfeited, we are unable to guarantee an alternative slot within that month. Persistent Missed Sessions We understand that things come up, and we always aim to work collaboratively with our clients. However, consistent engagement is important for consultation to be effective, and where a client misses or forfeits sessions in 2 of any 3 consecutive months, we cannot guarantee we will be able to continue the consultation agreement. Any consultation fees already paid for sessions not delivered due to missed attendance are non-refundable. Audit Inactivity If the findings call is not booked within 14 days of the audit being completed, the audit will be considered delivered as-is, based on findings up to that point. Account Access Certain projects, including audits and ongoing consultation, require the client to grant access to third-party accounts (e.g. Meta Ads Manager, Meta Events Manager, website/analytics platforms) in order for the service to be carried out. Access will only be used for the purposes of delivering the agreed service and will be handled in accordance with our Confidentiality clause and applicable UK data protection law (UK GDPR). We will not use, retain, or share account access or data beyond what is necessary to complete the project. The client may withdraw account access at any time. However, as access is required to carry out our service, withdrawing access will result in the project being unable to continue. In this case, the project will be treated as cancelled by the client, and no refund will be issued for any work already in progress or completed. Delays in granting access will delay the start of the audit or consultation, and the stated timeline will move back accordingly. Where access to the required accounts is not granted within 7 days of booking, we will be unable to begin or complete the service. In this case, the project will be considered unviable and will be cancelled. A refund will be issued for the project fee, minus a fixed £50 administration fee to cover onboarding and administrative time already incurred. Ownership of Deliverables As strategy and consultation projects are paid in full upfront, all documents and recommendations provided (e.g. audit findings, action plans) become the client's property immediately upon delivery.
Legal & Compliance
Accuracy of Information
The client is responsible for ensuring all information provided for use in a project, including but not limited to brand names, contact details, product information, and copy, is accurate and up to date. We are not liable for the cost of amending work where incorrect information was supplied by the client.
Content & Legal Compliance
Where content, including copy, graphics, or social media assets, is produced based on information supplied by the client, the client is responsible for ensuring that content complies with all relevant advertising standards, platform rules, and legal regulations. We are not liable for any claims arising from client-supplied or client-approved content.
No Guarantee of Results
This clause applies across all Ametrine Studios projects, including branding, web design, strategy, and consultation.
Any advice, strategy, recommendations, branding, or design work provided by Ametrine Studios reflects our professional judgement and expertise, based on the information available at the time. We do not guarantee any specific outcome, result, revenue, conversion, sales, or performance improvement, whether work is implemented by the client or delivered by Ametrine Studios. Success depends on a range of factors outside our control, including but not limited to market conditions, execution, and third-party platform behaviour.
Where case studies, past results, or examples of previous client work are shared, these reflect that specific client's individual circumstances and results at that time. They are provided for illustrative purposes only, and there is no guarantee that similar results will be replicated for any other client or business.
Client Responsibility & Liability
The client is solely responsible for ensuring their website, systems, and business operations comply with all applicable UK laws and regulations, including but not limited to UK GDPR and PECR (cookie and privacy compliance), and any additional regulatory or data protection requirements specific to their industry (for example, where health, medical, or other sensitive personal data is collected).
This includes, but is not limited to:
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Ensuring an appropriate cookie consent banner and privacy policy are in place for their website, and that the content of these (along with their terms and conditions) is accurate and compliant.
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Ensuring any forms, bookings, or data collection tools used on their site (including third-party forms or health-related questionnaires) comply with relevant data protection and industry-specific regulation.
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Gatekeeping and securing any sensitive client or customer information collected or stored via their website or connected systems.