Terms and Conditions

Terms & Conditions.

At Dash, you are engaging more than just services; you are partnering with a dedicated team committed to bringing your vision to life. Unlike traditional product purchases, when you choose Dash, you gain a team whose output becomes exclusively yours, including all intellectual property rights. This approach ensures that the solutions we develop are tailored specifically to your needs and expectations.

Service Engagement Duration

Your initial engagement with Dash spans a 12-month period. This duration is carefully designed to ensure that sufficient time and resources are allocated to your project, facilitating thorough understanding, creative exploration, and meticulous execution. Throughout this period, you will have access to a team of experts who are not only skilled in their respective fields but are also committed to your project’s success.

Fair Use Policy

At Dash, we offer unlimited concepts, revisions, and support within the scope of the project to provide flexibility and ensure client satisfaction. However, to maintain fairness and efficient resource use across all projects, the following guidelines apply:

Unlimited Services Within Scope

• Scope Boundaries: Unlimited services such as revisions and concepts apply only to the original project scope defined in the initial brief. Requests for changes beyond the agreed scope (e.g., additional functionalities or major redesigns) will require separate agreements and may incur additional costs.
• Reasonable Use Expectation: While revisions and support are unlimited, they must be aligned with the project's timeframe and reasonable expectations for completion. Requests that continuously extend the project without moving it towards completion may be subject to rescheduling based on team availability.
• Resource Allocation: Each project is allocated a specific number of hours per week for a 12-month term. This allocation ensures focused attention without overextending resources. Excessive or prolonged use of services may result in delays or prioritisation of other clients.

Client Responsibility

• Timely Feedback: Client responsiveness is critical to the flow of the project. Delays in providing feedback or required materials may affect project timelines and resource availability. Consistent delays may limit future access to unlimited revisions within the term.
• Completion Period: Projects are expected to be completed within the initial 12-month term. Services and resources unused within this period due to client delays will expire at the end of the term, regardless of project status.

Service Continuation and Renewals

• Service Expiration: Unused services or resources from the initial term do not carry over into renewal terms. Renewal costs will be adjusted based on actual resource usage and any outstanding work required beyond the 12-month period.
• Scope Creep: Any additional services or functionalities requested beyond the original scope will be quoted separately and handled outside the unlimited services framework.

Resource Management

Dash reserves the right to manage resources effectively to ensure all clients receive equal attention and quality service. Requests that exceed reasonable expectations for project revisions or support may be reviewed and rescheduled in line with ongoing project commitments

Service Commitment and Delivery

1. Unlimited Revisions and Concepts: Unlike conventional limits on revisions and concepts, Dash Media offers an unrestricted approach. We provide a team that works alongside you extensively, allowing for unlimited concepts and revisions without additional charges.
2. Comprehensive Understanding and Communication: Each project is managed meticulously by a dedicated project manager. This includes comprehensive scheduling, communication, and documentation to cover not only known requirements but also aspects not yet considered by the client.
3. Exceptional Skill and Capability: Our team members are not just selected through traditional interviews; they undergo rigorous timed practical examinations to ensure they meet our high standards of quality and are capable of delivering exceptional results.
4. Service Obligation:Dash Media Productions Ltd will use reasonable endeavours to ensure prompt and continuous service as described in the specification ("the Service"), but will not be liable for any loss of data resulting from delays, non-deliveries, or service interruptions caused by circumstances beyond the direct control of Dash Media Productions Ltd, or by errors or omissions of the Customer. Dash Media Productions Ltd specifically excludes any condition or warranty as to the accuracy of third-party information received through the Service.
5. Please note that while we provide a comprehensive service package, any additional functionalities, servers, integrations, API connections, or other services that extend beyond our standard package will be subject to separate agreements. These services will follow their own renewal terms and pricing, consistent with our fairness model.
6. Uptime, Accuracy & Service: While Dash Media Productions Ltd endeavours to provide continuous and prompt service as detailed in the service specifications, we are not liable for losses such as data loss resulting from delays, non-deliveries, or service interruptions that are beyond our direct control, including but not limited to errors or omissions by the Customer. Additionally, Dash Media Productions Ltd does not guarantee the accuracy of information received from third parties through our services. We cannot be responsible for checking the accuracy of images or content provided by the client, so the client must ensure this to be correct before sending.

Resource Allocation and Technical Setup

1. Team Allocation: Upon initiation of your project, members of our team are assigned specifically to your project, dedicating a specified number of hours per week for the duration of twelve months. This structured allocation guarantees that your project receives focused attention and expertise, ensuring optimal resource management without overextension.
2. Technical Resources: From the outset, a dedicated hosting environment is established, necessary licences and software are secured, security and backup, storage is set up in.

These measures ensure that your project is not only built to the highest standards but also sustained, stored, and protected in development and once set live.

Project Duration and Cooperation

1. Project Duration: The engagement period with Dash Media is set at twelve months from the joining date. This timeframe is designed to allow for the complete execution of your project from inception through to launch.
2. Client Cooperation: The successful completion of your project depends significantly on your cooperation and timely communication. Your responsiveness in providing feedback, making decisions, and supplying necessary content or materials is crucial for the timely and successful completion of the project

Payment terms

Initial Deposits and Balances:

• We require a minimum deposit of 50% on all projects upon signing. The remaining balance is due upon the first delivery of substantive project components, such as website design or branding concepts, or within 30 days from the project start date, whichever comes first. Under no circumstances will the balance exceed a 90-day period from the project initiation.

Project Completion and Balance Settlement:

• Prior to any project going live, all outstanding balances must be settled in full. If a project or any part thereof, such as a holding page or server, is activated earlier than the full project launch, the entire balance becomes due immediately.

Cancellation and Renewal Terms:

• If a client decides to cancel their renewal, whether in advance or at the due time, all balances must be paid up in full. Cancellation must be communicated formally and will adhere to the stipulations set forth in our Cancellation Policy.

Refund and Credit Policy

Refunds:

Dash Media Productions Ltd does not offer refund requests made after substantial project milestones, such as the delivery of the onboarding form, design concepts, or website prototypes, as outlined in the Cancellation Policy, given the bespoke nature of the solutions we provide.

However, in exceptional circumstances where a refund may be warranted, the following terms apply:

1. Request Submission: Clients must submit any refund requests in writing to the Accounts Director. The request should clearly state the reason for the refund and any supporting documentation or details.
2. Review and Decision Process: Refund requests will be reviewed thoroughly, and a decision to approve or decline the refund will be made within ten (10) working days. If the request is declined, clients will be provided with a formal response and a right to appeal the decision.
3. Refund Instalments: If a refund is approved, payments will be issued via monthly instalments, in accordance with our annual budget allocation for that fiscal year. All refunds will be made via bank transfer to an account specified by the client.
4. Non-Refundable Services: Please note that services such as domain registrations, hosting fees, and third-party licenses are non-refundable once initiated or paid for.
5. Cancellation and Refund Eligibility: Refunds are not issued for cancellations made after substantial project milestones, such as the delivery of the onboarding form, design concepts, or website prototypes, as outlined in the Cancellation Policy.

Credit Terms:

Dash Media Productions Ltd may issue credit to client accounts under certain circumstances, typically as a gesture of goodwill or as compensation for any service disruptions or issues. The following terms apply to account credits:

1. Validity: Credit is valid for a period of 120 days from the date of issuance and may be applied exclusively toward additional services, such as new functionalities or design work, but not for renewals or outstanding balances on existing services.
2. Non-Transferability: Credits are non-transferable between accounts and cannot be exchanged for cash.
3. Credit Issuance: Credit may be issued at the discretion of Dash Media Productions Ltd’s Operations Department. Clients will be notified in writing of any credit applied to their account.

Additional Financial Obligations:

• In cases where additional services outside the original scope of the project are requested and commenced, payment terms for these services will be outlined in a separate agreement or addendum to the original contract. These services must also be paid in full before the activation or launch of the respective service component.

Ad hoc/custom requirements:

• In addition to the standard service fees, any additional services such as extra servers or API connections will incur additional costs. These costs will be clearly outlined in your service agreement and are subject to the same fairness principles applied to your primary service package."

Late Payment Consequences:

• Late payments may result in a temporary suspension of all services. A reinstatement of services will occur once all due payments are received, subject to a reinstatement fee ranging from £100 to £500, depending on the size and complexity of the project. Continuous delays or failure to pay may lead to permanent project cancellation, as described in our Cancellation Policy.

Interest on Late Payments:

• Should there be a delay in the settlement of any outstanding balances, the client may incur interest on late payments, which will be applied according to the standard legal rates.

Payment Methods Accepted:

• Payments can be made via card or bank transfer, providing flexibility and convenience to our clients.

Dispute Resolution:

• Should any disputes arise concerning payments or services rendered, clients are encouraged to initiate a complaint through our established complaints procedure. This allows for a structured resolution process, ensuring that grievances are addressed promptly and fairly.

Project Process Overview

This process applies to most projects, particularly our most common purchase - a bespoke brochure website.

Unless otherwise stated in a custom contract, this process includes unlimited concepts and revisions until receipt of your final approval. The following stages outline the standard procedure:

1. Proposal

A detailed proposal will be sent with a scope/brief, estimated time frame, and cost. This serves as both the client’s and our understanding of the project in its entirety. When a client chooses to proceed, they will be agreeing with not only our standard terms and conditions but also the project's inclusions and exclusions as laid out in the proposal. This quote is based on the availability we have on that day, and the cost, services, and timeframe can change should the proposal not be accepted within 21 days.

1. Payment or Deposit

Once the payment or deposit is made, Dash Media Productions Ltd will open your Account. This includes accepting our terms and conditions. Your dedicated team, consisting of a project manager, designer, and developer (in most cases), will be assigned to your project.

1. Design/Onboarding Form

This form allows us to capture the initial necessary information needed to understand you, your business, and your brand. It will also act as part of our contractual arrangements ensuring everything included is all that is needed. A designer is typically assigned to start within 1-6 weeks, depending on your project scope and availability.

1. Onboarding Call

This is an in-depth meeting with your project manager who will get to know you, your business, and your goals in more depth. Following this meeting, your designer and project manager will meet to discuss the project in more depth. Your GDrive will be set up, and shared with you which will allow you to add any necessary materials/information.

1. Designer Starts Work

Your designer’s goal is to produce the design materials for your developer, ensuring they have a design to follow. To ensure this is the case, your designer will produce a bespoke homepage design. This is not a template, wireframe, or structure; it is a complete visual of all elements on the finished home page design. Unless quoted separately, Dash Media Productions Ltd will only design your home page and present this in advance of development. This design holds everything your developer needs for the home page as well as the internal pages. This design will be used as a reference point for the internal pages during development. Your visual design will be delivered via an Adobe XD link, allowing you to view the website in full (this is to be viewed on a desktop or laptop).

1. Changes

Following delivery of your design, you are entitled to unlimited revisions. You will be automatically booked back in for the following week with the same visual designer. You will have four days to upload your feedback and amendments. If your feedback isn’t received in this timeframe, the slot will be cancelled and your changes pushed back to the following week, where again you will have four days to provide the changes/approval needed.

1. Approval of Design(s)

Following written approval of your design(s), you will receive a pre-development form. The form is to collect information on the functionality of your website, if there is any. It also serves as an addition to our contractual arrangements by further confirming the website’s brief/purpose. This form will ask relevant questions and allow us to collect an idea of what may still be required to complete the project in full with no interruptions or delays. Once the form is complete, a pre-development call will be booked to further discuss the contents of the form and the functionality/purpose of the project. Our team will also run several checks internally to understand the business and its position. The aim of this is to ensure we ask questions or present solutions for any obstacles that you may not yet be aware of. Every business has a different level of experience or understanding, a different size team, or a team with significantly different capabilities. This helps us uncover every stone.

1. Pre-Development

During your pre-development call, we will further understand the business’s needs and create a custom list of requirements from the client. This list will be required before we book your slot with your developer. Once this list is received, we will assign your developer and provide a date to expect your first development prototype.

1. Dev/Staging Link

You will be provided with a link to view your website. This must be viewed on a desktop, and most staging links are not yet ready for mobile devices. We will at this stage require feedback and/or additions related to the developed version. As it was with the design, you will be given a slot and changes will be required within four days. Once your desktop view is approved, your developer will run responsive checks.

1. Going Live

Once fully approved, the project will be launched within seven days. Prior to launch, all outstanding balances must be paid and all discussions or cases closed.

1. On going support

Once live you have access to both self management of the website and dash’s services, changes and support are done via our support ticket system and your project manager is one call away.

1. Renewal

After 6-8 months the services within your first term will require renewal for the second term. The unlimited nature of our service is a great benefit, but to provide it we do need to know how many clients we will continue to represent for the following term.

Impact of Client-Related Issues on Dash’s Service Delivery

Client-side challenges can significantly affect service delivery:

• Responsiveness: Delays in client feedback can disrupt scheduling.
• Internal Decision-Making: Slow or evolving internal decision processes can cause project interruptions, necessitating resource reallocation.
• Indecisiveness: Frequent changes in client preferences after project scopes have been agreed can extend project timelines and increase workloads.
• Lack of Knowledge: Insufficient understanding of project requirements necessitates additional time for client education and guidance.
• Uncertainty: Lack of clear vision can lead to misalignments requiring additional revisions.

General Terms & Law

Improper Use & Liabilities: The Customer shall acknowledge that they will only use the Service for lawful purposes. The Customer shall not use the Service to receive or transmit material, which is in violation of any law or regulation, which is obscene, threatening, menacing, offensive, defamatory, in breach of confidence, in breach of any intellectual property (including any trademark or copyright). This extends to violations due to any spamming and/or bulk email activity for which Dash Media Productions Ltd can and will follow up in the Courts of Law.

Domain Transfers and Client Obligations: The Customer agrees not to re-assign, re-sell, or transfer their account in any way without the proper procedures being followed as required by the appropriate domain name registry. Contravention shall lead to the immediate termination of the Service to the Customer by Dash Media Productions Ltd.

Lawful Use: Customers must use our services only for lawful purposes. The transmission or reception of any material that violates any law or regulation, or that is obscene, threatening, defamatory, in breach of confidence, or in breach of intellectual property rights, including trademarks and copyrights, is strictly prohibited. Any misuse, including spamming or bulk email activities, will be pursued legally by Dash Media Productions Ltd.

Liability Limitations:

Any estimates made regarding dates and time of completion of the services, or any element of the services, are only business estimates and if completion is delayed, no liability, direct, indirect, or otherwise, will be held against the company. Dash Media Productions Ltd will not be held liable for indirect, economic, or consequential loss whatsoever. The liability of Dash Media Productions Ltd in contract or in connection with the supply of the Service shall be limited to delivery and completion within a reasonable time.

Engagement Period & Renewal/Continuation

Our structured twelve-month engagement includes regular checkpoints requiring active client engagement and decision-making to keep projects on schedule and within scope, ensuring continuous alignment and effective resource management.

Escalations and Complaints

1. Escalation Process: Should discrepancies arise between client expectations and our process, we encourage the completion of our escalation form, accessible at https://dashmedia.co.uk/project-escalation. This form is reviewed by a senior team member not involved in the project to ensure an unbiased resolution approach.
2. Resolution Efforts: We commit to resolving issues effectively through our escalation and complaints policy.

Cancellation Policy

1. Cancellation Requirements: Termination of our services necessitates an initial attempt to resolve issues through our Escalation and Complaints policy. If unresolved, cancellation requests must be formally written and directed to the assigned project escalation correspondent.
2. Canelation Time: All cancelations must be investigated and complete 30 days prior to the renewal due date of any service.
3. Financial Implications: Cancelling after the delivery of initial project elements such as the onboarding forms, designs, or website concepts results in the forfeiture of all costs paid up to that point.
4. Separation Agreement: Upon cancellation, a Separation Agreement is required, releasing each party from their mutual obligations and outlining the transfer of assets.
5. Transfer Process: Transferring services away from Dash must be initiated and completed 30 days prior to the expiry of your term to manage the complexities involved in the transition process.

Renewals

Renewals are vital for maintaining the continuous support and resources necessary for your project's success. Given the bespoke and unlimited nature of our services, we relinquish the ability to estimate or maintain the time a project finishes. It becomes our responsibility and guiding motivation to obtain client satisfaction and that benefits the client. To ensure we can continue offering this unlimited no restricted service, instead of maintaining resource usage per project, we do so per client.

Dash can only represent X amount of clients, so to ensure we do not overload our team and sacrifice delivery and quality, we must be able to plan resource usage 3-4 months in advance, this ensures we only take on new clients when we have capacity to do so.

As your initial services were provided for 12 months the service will continue until its expiry, however the renewal of your second term and continuation of services will be due 90-120 working days in advance depending on the project. Our USP allows for great financial savings and incredibly high

client satisfaction rates. However, renewals agreed and process well in advance of the expiry date are essential to maintain the business model and service continuity:

1. Advance Renewals: Renewals are required 120 working days before service expiry, this allows for meticulous resource allocation and scheduling, ensuring uninterrupted service. This lead time is critical due to the custom nature of the services provided and the detailed preparation needed to maintain service standards.

For example:

• Join date: 1st December 2024
• Early renewal option: Renewals will be sent ahead of the renewal date with clear dates listed and discount options.
• Client intent date: client must make renewal intent clear within 141 days prior to expiry.
• Renewal payment date: 120 working days prior to join date.
• Cancellation period: 30 days prior to renewal date:
• Service switch off or transfer date: 1st November 2025

1. Customised services & Staggered Renewal Schedule: Our service, projects and the clients we serve remain as custom and tailored as one another. A project has different requirements, a client has different abilities, teams or knowledge, a business has different needs and wants.

Just like the design and build of the project, the client/business/project all have unique ongoing requirements, and in entirely different quantities/levels of service. These usually amount to the following itemised list, in different orders and levels of priority.

Our services are tailored to meet diverse client needs, including any additional functionalities or integrations you may require. These services are considered part of our customised service offerings and will be renewed according to a staggered schedule based on their activation dates. Renewal pricing will reflect the fair value model, ensuring costs are aligned with the resources and services provided.

Revisions & additions

Updates

Bug fixes

Technical support

Regular Maintenance

Training

Advice

Hosting

Domain Management

Server maintenance and management

Hosting/server upgrades

Uptime monitoring

Resource management and load balancing

Website Backups

Secure offsite storage of backup data

Real-time threat detection and monitoring

Firewall and intrusion prevention

The one shoe fits all approach would mean clients either have a bloated over priced or and under optimised under budget service.

To support the unique nature of our projects and the clients/business they represent, we have split these services into 3 separate products/services. Not only does this allow us to only charge for what the client needs, but in the event the client requires all three (most cases) it allows us to stagger the renewals/payments in line with their original activation date.

Servers, integrations, API connections, or other services that extend beyond our standard package will be subject to separate agreements. These services will follow their own renewal terms and pricing, consistent with our fairness model.

This results in a bespoke approach even in our ongoing services. The three products/services most clients can expect for renewal are as follows:

• Dash Services Renewal: This includes ongoing changes & support, and technical training, initiated on the day a client joins and is the first to be renewed.
• Server & Hosting Renewal: Typically follows 2 weeks to 2 months after Dash Services, ensuring enhanced reliability and managed hosting.
• Backups & Security Renewal: Activated last and thus renewed last, focusing on comprehensive backups and advanced security measures to protect your digital assets.
• Ad hoc/custom renewals: As we approach your service renewal period, it's important to consider that any additional services you've utilised, such as extra functionalities or integrations, will also be subject to review and renewal at this time. The renewal prices for these services will be calculated using the same fairness model that applies to our standard services, ensuring that you continue to receive value.

1. Dynamic Pricing Model: The cost of renewals is dynamically calculated based on the resources/services required, Dash Media Productions Ltd overheads, and the specific needs of your project.

This ensures that pricing is fair, transparent, and reflective of the actual value of the services provided, adapting to your evolving needs and preferences.

For example a significantly smaller project may not require much maintenance and due to its value, it may hold less financial risk in the presence of a fault. It also may not use much resources on the server, and as such take up less space during its daily backups.

This project could be price as follows:

Renewal of services: £325 + VAT

Renewal of hosting £425 + VAT

Renewal of Security & backups £199 + VAT.

All renewals are judged and priced by senior management to ensure a unique and fair price, applicable only to your usage and needs.

4. Renewal process

This renewal process is started with a personal and strategic review by senior individuals to ensure accurate and fair pricing.

Example of timeline:

For example:

• Join date: 1st December 2024
• Pre notification & Early renewal option: 180-142 days prior to expiry.
• Client intent date: client must make renewal intent clear within 141 days prior to expiry.
• Renewal payment date: 120 working days prior to join date.
• Cancellation period: 21 days prior to renewal date:
• Service switch off or transfer date: 1st November 2025

Step 1: Strategic Review by Senior Management

• Identify Potential Renewals:
  • Around 130-180 days prior to each service's expiry, senior accounts management reviews all upcoming service expirations. This review assesses client service usage, feedback, overall engagement, and strategic value.
• Decision Making:
  • Calculations are based on all factors including: storage space, email storage space, server resource usage, size of website, value of website, support requests, calls and emails in first/last period, decisiveness in design and development, response times, level of seniority of designer/developer required, level of security required, whether likely to be hacked or targeted .i.e public/notary figure.
• Communication with Accounts team: Approved renewals are forwarded to the Accounts Department with specific instructions regarding any tailored renewal terms or special considerations.

Step 2: Pre-Renewal Preparation

• Pre sending action:
  • The Accounts team updates the client account noting the client is due to be sent a renewal notification, fact sheet & invoice for payment.

Step 3: Initial Renewal Notification and Invoice Issuance

• Invoice Creation and Dispatch:
  • Invoices are created ahead of delivery, ready to send 150-180 days before the service expiry date and delivered via email with a fact sheet explaining the service in detail.
  • Invoices will be delivered on a Monday to align with the discount incentive period.
• Fact Sheet Attachment:
  • Each delivery invoice is accompanied by a fact sheet outlining the benefits of renewing, service inclusions, enhancements, and any changes.

• Send Invoice and Fact Sheet:
  • These documents are emailed to the client's registered email address, emphasising the opportunity of early payment to secure the discount.
• Efficient renewal savings/discount:
  • Invoices detail the services offered, total costs with a discount in place for immediate payment or within the same working week. This discount is at the accounts25% discount for any renewal & payments made within 4 working days, 3 when affected by a bank holiday.

Step 4: Communication and Follow-Up

• Initial Reminder via Text Message:
  • A reminder is sent on the day the invoice is issued, highlighting the renewal invoice and the limited-time discount.
• Daily Text Reminders for Discount Week:
  • Daily reminders from Tuesday to Friday focus on the expiring discount and encourage prompt payment.
• Automatic SMS & Emails
  • Tuesday: "Hi [Client Name], a brief but important message, as you are now within your renewal period. We have emailed you a fact sheet, link to the terms, and an invoice for payment. As per our terms, services renewed within X working days save X% on the invoiced price. Check your email for details. Thanks! Accounts -dash 01325 633431"
  • Wednesday: "Hi [Client Name], a quick reminder that you’re still within your renewal period. Renew by X to save X% on the invoiced price. Please check your email for details. Thanks! Accounts -dash 01325 633431"
  • Thursday: "Hi [Client Name], final reminder—your renewal period is closing. Services renewed by X save X% on the invoiced price. Please check your email for the invoice. Thanks! Accounts -dash 01325 633431"
  • Friday: "Hi [Client Name], today is the last day to renew with a X% discount. Please complete payment today. Check your email for details. Thanks! Accounts -dash 01325 633431"
  • 21-Day Reminder: "Hi [Client Name], just a heads-up—please confirm your renewal within 21 days to avoid service interruption. Check your email for details. Thanks! Accounts -dash 01325 633431"

Step 5: Payment Monitoring and Temporary Suspension

• Monitor Payments and Confirmations:
  • Payments and renewal confirmations are tracked diligently, with updates made to client accounts and internal databases.
• Temporary Suspension Protocol:
  • If no decision is communicated within 141 days prior to expiry, services are temporarily suspended as a precautionary measure to manage resources efficiently.
  • Clients are notified of the suspension and informed that services will be reinstated upon receiving their renewal or cancelation confirmation with agreed payment terms.

Step 6: Final Notices and Actions

• Service Suspension Warnings:
  • A final warning is sent advising of imminent service suspension if no renewal confirmation is received.
• Implement Suspension:
  • Services are suspended for non-responsive clients, with notifications sent regarding the action and its reversibility upon renewal confirmation.

Documentation and Continuous Improvement

• Record-Keeping:
  • All communications, payments, confirmations, and agreements are meticulously documented.
• Audit and Adjust:
  • The effectiveness of the renewal process is regularly reviewed, with adjustments made based on client and staff feedback.