Terms of Service

This Terms of Service Agreement (the “Agreement”) sets forth the terms and conditions on which the Client (the “Client”) has engaged Step Digital Media Limited (trading as “Step Social”) to perform certain services (the “Services”) as outlined herein. This is a legally binding agreement between the Client and Step Social. By becoming a Step Social client, the Client agrees to be legally bound by the terms and conditions set forth in this Agreement. The “Effective Date” of this Agreement shall be the date on which the Client submits their order for Services to Step Social.
Pricing for all Services and add-ons is set out separately on the Step Social website and at the point of order. Prices are not part of this Agreement and may change in accordance with section 3.

1. Definitions

1.1 “Services” means any service offered by Step Social and ordered by the Client, including organic social media management, short-form video, Stories posts, carousel posts, SEO blog articles, reports and analytics, and Meta Lead Ads management, together with any add-ons or extras.
1.2 “Core Organic Plans” means the three core organic social media management plans (Basic, Pro and Premium). All other services, including short-form video, Stories, carousels, SEO blog articles, reports and analytics, and Meta Lead Ads, are treated as add-ons or separate services for the purposes of this Agreement, regardless of how they are purchased.
1.3 “Content Scheduler” means the third-party social media publishing software Step Social uses to schedule and publish the Client’s social media content.
1.4 “Client Portal” means the third-party client management software through which the Client makes requests, reviews work, and manages their subscription.
1.5 “Meta” means Meta Platforms, Inc. and its products and services, including Facebook, Instagram, Meta Ads Manager, and the Meta Leads Center.
1.6 “Ad Account” means the Client’s Meta advertising account through which Meta Lead Ads campaigns are run.
1.7 “Ad Spend” means the advertising budget charged by Meta for delivering the Client’s ads, which is separate from and additional to Step Social’s fees.
1.8 “Concept” means a single advertising offer or core message, delivered as one ad set (ad group) with its own unified primary text and audience. Testing different creatives or angles within that same offer is included within a concept; promoting a different offer, service line, or target audience constitutes a separate concept.
1.9 “Leads” means the contact details and other information submitted by individuals who respond to the Client’s Meta Lead Ads.
1.10 “Reseller” means an individual or organisation using Step Social to provide white-labelled Services for their own clients.
1.11 “Business Day” means Monday to Friday, excluding weekends and public holidays in England and Wales.

2. Services

Step Social provides done-for-you marketing Services as selected by the Client at the point of order. The general terms in this Agreement apply to all Services. Service-specific terms (sections 10 to 16) apply in addition to the general terms whenever the relevant Service is ordered. Where a service-specific term conflicts with a general term, the service-specific term prevails for that Service.
Step Social is a UK company and operates as a fully remote team. Services are provided in English only. Step Social can usually support most professional and service-based businesses, but certain regulated or sensitive industries may be subject to strict platform or advertising policies; the Client should confirm suitability with Step Social before signing up if unsure.
The Service is provided on a planned content basis. Content revisions relate only to content already created by Step Social. Requests for entirely new content outside of an agreed content plan are not considered revisions and may be declined or subject to additional fees and notice requirements.

3. Our Obligations

3.1 Step Social will provide the Services to the Client in accordance with Step Social’s standard policies and procedures. Step Social reserves the right to reject clients for any reason, at Step Social’s sole discretion. Step Social will be responsible for all aspects of providing the Services.
3.2 All Step Social rules, policies and operating procedures concerning privacy, pricing, customer service, and all other aspects of the Services will apply, and Step Social may change its rules, policies and operating procedures from time to time at its sole discretion. This includes pricing, package inclusions, and more. Clients may be grandfathered into an archived product if Step Social can still offer it, but that is at Step Social’s discretion.
3.3 Use of AI. Step Social uses AI as a supporting tool in its workflow (for example, research, idea generation, and outlining). Final visuals, copy, and designs are produced, refined, and approved by Step Social’s human team using the Client’s branding and preferences, unless a different approach has been expressly agreed with the Client in advance. The Client may state any preferences for or against the use of AI when signing up.
3.4 Unique Content. Content is created specifically for the Client and is not reused for other clients. Step Social applies proven best practices and frameworks, but copy, creatives, and strategy are tailored to the Client’s brand, audience, and goals.

4. Fees and Payment

4.1 All fees for Services provided to the Client are due and payable in full, monthly or 6-monthly, in advance of the provision of the Services. A valid credit or debit card shall remain securely on file to cover recurring charges for the Service.
4.2 Initial charges for the Services will be paid in advance of provision of the Services. Thereafter, Step Social will attempt to charge the Client’s credit or debit card once every calendar month, or once every 6 months, following the Client’s first order date. Charges not paid by the due date for any reason will result in a suspension of Services until full payment is received. Suspension of Services for non-payment will not result in a proration of fees.
4.3 Step Social’s fees cover management, creative work, and optimisation only. For advertising services, including Meta Lead Ads, Ad Spend is paid separately and directly to Meta and is never included in Step Social’s fees. See section 16.3.
4.4 Add-ons and extras are charged in addition to the core plan fee and, where recurring, automatically renew alongside the Client’s plan until cancelled in accordance with this Agreement. The currency of all fees (for example, pounds sterling or US dollars) is determined at the point of order.

5. Commencement of Services

The Services begin from the date and time the Client completes their first payment during sign-up, not when the Client’s first content or campaign goes live. The first payment covers both onboarding and the first period of service. Step Social does not charge a separate setup fee. If the Client’s onboarding takes longer than 5 business days because of a delay on Step Social’s part, Step Social can move the Client’s billing date to ensure the Client receives a full period of service once they are onboarded. For content services this means at least one connected social media profile; for Meta Lead Ads this means a connected Ad Account and the information required to build the campaign.

6. Refunds and the 14-Day Money-Back Guarantee

6.1 The 14-day money-back guarantee applies ONLY to the three Core Organic Plans (Basic, Pro and Premium), and only on the Client’s first order with Step Social. If the Client is not satisfied within the first 14 days of their first order of a Core Organic Plan, Step Social will refund the fee paid for that plan, subject to the conditions below.
6.2 The 14-day money-back guarantee does NOT apply to any other Service or charge. For the avoidance of doubt, it does not apply to:
– any Meta Lead Ads service, or any add-on relating to Meta Lead Ads (including Video Ads, Text Notifications, and Profile Setup);
– short-form video, Stories posts, and carousel posts;
– SEO blog articles, reports and analytics (the Reports Hub), additional social channels, and profile or page creation;
– any other add-on or extra, whether purchased as a standalone service or as part of a broader package;
– Ad Spend, which is paid directly to Meta and is never refundable by Step Social.
Services excluded from the guarantee are kept low-risk through flexible month-to-month plans, the ability to cancel before renewal, and (where applicable) included revisions.
6.3 Refund requests must be submitted either through the Client Portal or by email to support@stepsocial.com. Refunds requested under the 14-day money-back guarantee will only be processed once all social media posts created by Step Social and published on the Client’s profiles have been deleted to Step Social’s reasonable satisfaction (for example, proof of deletion provided). The Client further agrees not to use any content created by Step Social after the refund is processed.
6.4 Except in cases of a material breach of this Agreement by Step Social, refunds are not issued for any fees beyond what is described in this section. Fees charged by Step Social are for time and work delivered and are not contingent on marketing results. In cases where errors are made by Step Social, credits may be offered if evidence supporting the error is provided.

7. Cancellations, Downgrades and Pauses

7.1 The Client may request to downgrade, pause, or cancel their subscription either by contacting Step Social through their Client Portal or by sending an email to support@stepsocial.com. A reason for the request is appreciated but not mandatory. The Services run month-to-month with no long-term contract or minimum term beyond the current billing period.
7.2 Step Social plans and schedules content and campaigns in advance; therefore, the Client must provide a minimum of 14 days’ notice prior to their subscription renewal date to avoid incurring further charges. Requests received less than 14 days before the renewal date will result in the Client being liable for the full upcoming billing period, as content or campaign work will already have been planned or scheduled in part and resources allocated to cover the entire cycle. Services will continue through to the end of that billing period, and no prorated refunds will be offered for downgrades, pauses, or cancellations made during an active billing cycle.
7.3 Pauses. Where practicable, the Client may pause their subscription from their next renewal date instead of cancelling, by arrangement with Step Social, and restart when ready.
7.4 If no downgrade, pause, or cancellation request is received and payment is not made on the renewal date, the Client will remain liable for all scheduled content, campaign work and associated costs beyond this date.
7.5 For clients subscribed to discounted 6-month plans, cancellation will require repayment of the discounted amount, and any outstanding difference must be cleared before services can continue or conclude.

8. Back-Payments, Collection and Legal Fees

8.1 Continuation of work for a Client who is past due and did not cancel will result in accrued back-payments due, but interest will not be charged. Step Social promises to keep accurate records of all communication and work performed to justify the back-payment due.
8.2 Should any payment remain outstanding after reasonable notice, the Client will be liable for any associated recovery costs, including third-party collection agency charges, legal fees, and court costs.

9. General Service Information

9.1 Third-Party Software. Step Social uses the third-party Content Scheduler to schedule and publish the Client’s social media content, and the third-party Client Portal to enable the Client to make requests and manage their subscription. Step Social has no control over issues that may occasionally arise due to third-party software, and the Client agrees not to hold Step Social liable in such cases.
9.2 Profile Disconnections. Step Social has no control over issues with third-party social media platforms (for example, Facebook, Instagram, LinkedIn) such as disconnections. Clients are notified via email to reconnect profiles when this occurs. If a Client fails to reconnect and posts go unpublished, Step Social will not be held liable. Step Social will reschedule posts once profiles are reconnected.
9.3 Account Access and Passwords. The Client connects their social profiles securely through the Client Portal and never needs to share passwords. If the Client changes login details for the Content Scheduler, they must notify support@stepsocial.com immediately to avoid interruptions.
9.4 Reviewing Content. Step Social will notify the Client before new content is scheduled for publication, allowing time to review. It is the Client’s responsibility to use the Client Portal to request revisions before content is published, within the notice period set out in section 10.4. A revision request is only treated as received when submitted through the agreed channel (the Client Portal, or the shared content sheet where one is provided). Automated notifications and integrations are provided as a convenience only; the Client should not rely solely on them and, for anything time-critical, should confirm receipt by emailing support@stepsocial.com. Step Social will not be liable for content published where a timely revision request was not received through the agreed channel, but any errors made by Step Social will be corrected promptly upon notice.
9.5 Customer Service. Step Social provides inbound support only, via the Client Portal and video call. Clients are responsible for checking their dashboards, social media profiles, and campaigns at least once every two weeks to provide feedback or flag issues. Step Social does not provide community or inbox management (replying to comments, direct messages, or enquiries) unless expressly agreed.
9.6 Content Ownership. Content created for the Client (including social posts, graphics, videos, Stories, blog articles, and ad creatives) is the Client’s to use for as long as they like, subject to section 19 (Intellectual Property) and provided the Client keeps any licensed music or stock usage within standard platform rules. Step Social only uses music, footage, imagery, and other assets that are licensed for commercial use.
9.7 Use of Testimonials, Case Studies, and Logos. By entering into this Agreement, the Client consents to Step Social using any testimonials provided, case studies relating to their business, and their company logo for marketing purposes. This does not apply to white-label clients. Clients may opt out in writing at any time.
9.8 Profile Creation. If the Client requires Step Social to create or optimise social media profiles, an additional fee applies. The 14-day money-back guarantee does not apply to this service.

10. Organic Social Media Management

10.1 Scope. Organic social media management plans (Basic, Pro and Premium) include a set number of professionally designed static posts each month, depending on the plan. Every post includes a branded graphic, a caption, and relevant hashtags, scheduled via the Content Scheduler. One social channel is included as standard; additional channels are available for an extra monthly fee.
10.2 Content Mix and Branding. Step Social creates a mix of content tailored to the Client’s business, audience, and goals, based on the onboarding questionnaire and any guidelines provided. Step Social designs branded graphics using the Client’s logo, colours, and fonts. The Client may provide their own photos or assets, and Step Social may use high-quality stock imagery where appropriate.
10.3 Delivery Schedule. The first batch of posts is usually delivered within 5 business days of the Client completing onboarding and connecting their profiles. Thereafter, new posts are created and scheduled on a rolling 14-day cycle.
10.4 Revisions and Revision Notice. Organic Plans include revisions within the original scope of the plan. Content is created and scheduled in advance on a rolling basis, and each batch is made available to the Client to review ahead of its scheduled publication date. So that a revision can be actioned before a post goes live, the Client must submit any revision request through the agreed channel (the Client Portal, or the shared content sheet where one is provided) no later than two (2) full business days before the scheduled publication date and time of the relevant post. “Business day” means Monday to Friday, excluding weekends and public holidays in England and Wales. Revision requests received with less than two business days’ notice may not be actioned before publication, and Step Social will not be liable for any post that publishes as scheduled where a timely revision request was not received through the agreed channel. Any post that has not been marked as requiring changes, and for which no timely revision request has been received by the deadline above, is deemed approved by the Client and will publish as scheduled. Revisions cover reasonable changes within the original scope and brief; repeated or extensive changes, or changes arising from information the Client provides late or alters after work has begun, are not included and may be subject to additional fees. This clause applies to all Core Organic Plans and to add-ons scheduled alongside them (including videos, Stories and carousel posts), and applies equally to Resellers and their clients (see section 22).
10.5 Promotions and Urgent Requests. For time-sensitive promotions, launches, or events, the Client should give at least 10 days’ notice so content can be created, scheduled, and reviewed in time. For anything urgent, the quickest option is for the Client to publish directly via the Content Scheduler; Step Social will support urgent requests where possible but cannot guarantee same-day turnaround. The Client may also schedule their own content alongside Step Social’s.

11. Short-Form Video

11.1 Scope. Short-form video plans include a set number of professionally edited vertical videos (typically 15 to 60 seconds) each month, depending on the plan, with captions, hashtags, and scheduling to one social channel. Additional channels are available for an extra monthly fee.
11.2 Footage. The Client may provide their own footage but is not required to. Step Social can repurpose the Client’s existing clips, long-form videos, or podcasts, or create videos using premium stock footage. The Client does not need to appear on camera.
11.3 Delivery and Revisions. The first batch is usually delivered within 5 business days of onboarding and asset upload, with new videos delivered approximately every two weeks. Short-form videos include a maximum of two revisions per video within the original scope.
11.4 Format and Reuse. Videos are typically delivered in vertical 9:16 HD. The Client owns the videos and may reuse them for ads, websites, and email marketing where the platform supports the format. Music and footage are licensed for commercial use.
11.5 Guarantee. Short-form video is an add-on service and is not covered by the 14-day money-back guarantee.

12. Stories Posts

12.1 Scope. Stories posts are branded, animated graphics (typically 5 to 15 seconds, without audio) created to match the Client’s colours, fonts, and style. Step Social designs, schedules, and publishes them to the Client’s connected accounts. One channel is included; additional channels are available for an extra monthly fee.
12.2 Review, Revisions and Notice. The Client previews Stories in the Content Scheduler and may request revisions before they go live. For custom requests, at least 10 days’ notice is required. The Client may publish a Story themselves at any time using the Content Scheduler.
12.3 Format and Interactive Elements. Stories are delivered as vertical 9:16 files optimised for Instagram and Facebook. Interactive elements (such as polls, stickers, or links) must be added manually when posting natively, as third-party schedulers do not support them.
12.4 Guarantee. Stories posts are an add-on service and are not covered by the 14-day money-back guarantee.

13. Carousel Posts

Carousel posts are available as an add-on to organic social media plans. They are created in line with the organic social media terms in section 10. Carousel posts are an add-on service and are not covered by the 14-day money-back guarantee.

14. SEO Blog Articles

14.1 Scope. SEO blog articles are professionally written, SEO-optimised articles delivered in Word format each month, with a word count depending on the plan. The Client may provide their own topics or leave topic selection and keyword research to Step Social.
14.2 Revisions and Finalisation. Each article includes one round of revisions. Further reasonable adjustments may be accommodated by arrangement. An article is deemed final and approved one month after delivery if no feedback is received.
14.3 Delivery and Analytics. Articles are provided in Word format for the Client to upload to their own website. Step Social does not currently upload articles or provide analytics or performance reporting for this service.
14.4 Guarantee. SEO blog articles are an add-on service and are not covered by the 14-day money-back guarantee.

15. Reports and Analytics

15.1 Scope. The Reports Hub is an add-on dashboard that brings the Client’s connected social analytics into one place, with quick and custom reports, real-time data, automated scheduling, and shareable exports. Supported platforms include Facebook, Instagram, LinkedIn, and TikTok.
15.2 Activation and Term. Access is usually activated within 5 business days of being added. The Client connects their accounts via the Client Portal. The Reports Hub runs month-to-month and can be cancelled in accordance with section 7.
15.3 Guarantee. The Reports Hub is an add-on service and is not covered by the 14-day money-back guarantee.

16. Meta Lead Ads

This section applies in addition to the general terms above whenever the Client orders the Meta Lead Ads management service.

16.1 Scope of the Service
The Meta Lead Ads service is a fully managed monthly service. The number of ad concepts and creatives delivered each month depends on the Client’s plan (for example, Starter, Growth, or Scale). Each concept includes a unified primary text. All plans include full campaign setup and build in Meta Ads Manager, audience targeting, lead form creation, a live lead sheet, a 7-day performance check-in, a full end-of-month readout, ongoing monitoring and optimisation, a dedicated account manager, and email and video call support via the Client Portal. The service is month-to-month and may be upgraded, downgraded, or cancelled in accordance with section 7. Each concept is built as its own ad set with a single unified primary text and audience, so that Meta’s delivery system can allocate budget fairly to the best-performing creative for that offer. Promoting more than one offer at the same time requires the plan with the corresponding number of concepts (Starter one concept, Growth two concepts, Scale three concepts), or a paid mid-month rebuild under section 16.7. Introducing a new offer, service line, or target audience is a new concept and is not a revision.

16.2 Ad Account Access
The Client must grant Step Social secure access to their Meta Ad Account and any associated Facebook or Instagram pages required to deliver the Service. The Client retains ownership and control of their Ad Account, pages, and assets at all times. The Client is responsible for maintaining this access for the duration of the subscription. If access is revoked, lost, or not provided, Step Social cannot deliver the Service and will not be liable for any resulting delays, paused campaigns, or loss of performance, and no refund or credit will be due for periods affected.

16.3 Ad Spend
Ad Spend is paid separately and directly to Meta and is not included in Step Social’s management fee. A valid payment card must remain on the Client’s Ad Account to fund delivery. The Client is solely responsible for funding the Ad Account, setting and monitoring their budget, and for all amounts charged by Meta, including any over-delivery or underspend. Step Social does not control Meta’s billing and is not liable for charges levied by Meta. Step Social may recommend a budget appropriate to the Client’s market and goals, but the final budget is the Client’s decision.

16.4 Meta Platform Policies and Ad Approvals
All ads are subject to Meta’s advertising policies, terms, and review processes. Meta may, at its sole discretion, reject, disapprove, restrict, pause, suspend, or ban any ad, Ad Account, page, or asset, with or without notice. Step Social has no control over these decisions and will not be liable for them, nor for any resulting loss of delivery, leads, or performance. The Client is responsible for ensuring that their business, offer, landing experience, and lead form comply with Meta’s policies and all applicable laws and regulations. Step Social cannot guarantee that any ad will be approved or remain live.

16.5 No Performance Guarantee
Step Social does not guarantee any specific number, cost, or quality of leads, enquiries, conversions, bookings, or sales. Performance depends on factors largely outside Step Social’s control, including the Client’s offer, pricing, location, industry, budget, market conditions, and the speed and quality of lead follow-up. Meta ads amplify what is already working; they cannot fix an unproven offer or a poor follow-up process. Step Social’s role is to apply structured testing and ongoing optimisation to improve results over time. Fees are charged for the work delivered and are not contingent on results.

16.6 Monthly Cadence and the Learning Phase
Meta’s algorithm requires continuity. Each campaign spends an initial learning phase (typically 5 to 10 days) identifying the audience most likely to convert. Any meaningful mid-flight edit (for example, a new creative, audience change, or location change) resets that learning and harms performance. For this reason, Step Social works to a monthly cadence: changes, feedback, and optimisations are gathered through the end-of-month readout and rolled into the next monthly batch rather than applied mid-campaign.

16.7 Mid-Month Changes
If the Client requires a change before the next monthly batch, a full mid-month rebuild is available as a paid add-on, priced at the same amount as the Client’s monthly plan fee (plus the Video Ads add-on fee, if held). A rebuild is effectively a second month’s batch delivered off-cycle and includes new creative, new copy, and the full review-and-approve flow. Step Social does not offer partial paid changes (for example, swapping a single headline), because any partial mid-flight edit resets Meta’s learning phase identically to a full rebuild. The options are a full rebuild at the Client’s plan price, or waiting for the next scheduled batch.

16.8 Revisions
Each monthly batch includes up to 2 pre-launch revision rounds. After the second revision round, the batch is considered final and will be scheduled for launch. Off-cycle creative batches outside the standard monthly rhythm, and more than 2 pre-launch revision rounds per batch, are not included. For clarity, a request to promote a different offer, service line, or target audience is a new concept (as defined in section 1.8 and described in section 16.1), not a revision, and requires the plan with the corresponding number of concepts or a paid rebuild under section 16.7.

16.9 Lead Delivery and Notifications
All new Leads are delivered inside the Client’s Meta Leads Center. Step Social can also set up automated email notifications and a Google Sheet for tracking and follow-up. Email notifications are provided by default. Instant SMS alerts are available through the optional Text Notifications add-on.

16.10 Lead Follow-Up
The Client is solely responsible for following up with their Leads. Step Social generates enquiries but does not contact, qualify, nurture, or manage Leads on the Client’s behalf. Prompt follow-up (ideally within minutes) has a significant impact on conversion rates and overall campaign performance, and the responsibility for this rests entirely with the Client.

16.11 Approvals and Delays
Ads are delivered to the Client for review and approval before launch, typically within 5 business days of receiving the onboarding questionnaire and Ad Account access. The sooner ads are approved, the sooner the campaign can launch. Any delay by the Client in reviewing or approving ads will delay launch and results, and Step Social is not responsible for such delays.

16.12 Add-Ons
Optional Meta Lead Ads add-ons include Video Ads (conversion-focused video ads scripted for paid lead generation, available in tiers that mirror the main plans), Text Notifications (instant SMS alerts when a new Lead is submitted), and Profile Setup and Optimisation (a one-off service to make a Facebook or Instagram profile ad-ready). Recurring add-ons automatically renew alongside the Client’s plan. None of the Meta Lead Ads add-ons are covered by the 14-day money-back guarantee.

16.13 Suitability
The Meta Lead Ads service is designed for service-based and lead-generation businesses. It is not suitable for e-commerce or online shops, product-led ad catalogues, app or digital-only offers, complex multi-step funnels, or enterprise-level advertisers. Certain regulated or sensitive industries may be subject to strict platform policies; the Client should confirm suitability with Step Social before signing up if unsure.

17. Data Protection (UK GDPR)

Please note: this section is provided in good faith as a clear starting point. Step Social is not a law firm, and the Client should have this Agreement reviewed by a qualified solicitor before relying on it.
17.1 Roles. In relation to the personal data contained in Leads generated through the Meta Lead Ads service, the Client is the data controller and Step Social is the data processor, as those terms are defined under the UK General Data Protection Regulation (“UK GDPR”) and the Data Protection Act 2018. The subject matter of the processing is the delivery of the Meta Lead Ads service; the duration is the term of the subscription; the nature and purpose is the collection, organisation, storage, and transfer of Lead data to enable the Client to follow up with enquiries; the types of personal data are the contact and enquiry details submitted through lead forms; and the categories of data subject are prospective customers of the Client.
17.2 Step Social’s obligations as processor. Step Social will: process Lead personal data only on the Client’s documented instructions and as necessary to provide the Service; implement appropriate technical and organisational measures to protect personal data; ensure that personnel authorised to process the data are subject to confidentiality obligations; assist the Client, so far as reasonably possible, in responding to data subject requests and in meeting the Client’s obligations under the UK GDPR; not retain Lead data for longer than necessary to provide the Service; and, on termination of the Service, delete or return Lead data held by Step Social where practicable, save where retention is required by law.
17.3 Client’s obligations as controller. The Client warrants that it has a lawful basis for collecting and processing Leads; that it provides data subjects with the privacy information required by the UK GDPR; that it handles, stores, and follows up Leads in compliance with the UK GDPR and the Privacy and Electronic Communications Regulations (PECR); that it maintains its own up-to-date privacy policy; and that it obtains any consents required for its own marketing or follow-up activities. The Client is responsible for the lawfulness of any instructions it gives Step Social.
17.4 Sub-processors and third parties. To deliver the Service, Step Social relies on third-party providers and platforms, including Meta (which hosts the lead forms and Leads Center), Google (for the lead-tracking Google Sheet), and SMS or email notification providers where those add-ons are enabled. By using the Service, the Client authorises Step Social’s use of such providers. Lead data submitted through Meta is also processed by Meta under Meta’s own terms and privacy policy.
17.5 International transfers. Step Social is a UK company with team members and tools located in the UK, Europe, and the US. Lead data may therefore be processed outside the UK. Where this occurs, Step Social will take reasonable steps to ensure an appropriate safeguard or transfer mechanism is in place as required by the UK GDPR.
17.6 Personal data breaches. Step Social will notify the Client without undue delay after becoming aware of a personal data breach affecting the Client’s Lead data, and will provide reasonable assistance to enable the Client to meet its own breach-notification obligations.
17.7 Other personal data. Any personal data the Client provides about itself or its representatives (for example, account and billing contacts) is processed by Step Social as a controller in accordance with Step Social’s Privacy Policy.

18. Confidentiality

In the course of the Services, either party may share non-public information (including business operations, client details, pricing, and proprietary materials). Each party agrees to keep the other party’s confidential information secure, to use it only to provide or receive the Services, and to disclose it only to personnel or subcontractors who need it and who are bound by similar confidentiality obligations. This does not apply to information that is or becomes public through no fault of the receiving party, or that must be disclosed by law. These obligations continue for two years after the Services end.

19. Intellectual Property

19.1 Ownership on payment. Ownership of, and the licence to use, any content or deliverables created for the Client transfers to the Client only once full payment for the relevant billing period has been received and the Client’s account is in good standing. Until then, all such content remains the property of Step Social.
19.2 Step Social’s materials. Step Social retains all rights in its own pre-existing methods, templates, frameworks, tools, and know-how used to deliver the Services. Nothing in this Agreement transfers ownership of these to the Client.
19.3 Third-party assets. Where content includes licensed music, stock footage, or imagery, the Client’s use of that content remains subject to the relevant third-party licence terms.

20. Client Cooperation and Delays

20.1 The Client is responsible for providing accurate information, assets, approvals, and feedback promptly. Delays caused by the Client (including failure to complete onboarding, to connect profiles or an Ad Account, or to provide timely feedback or approval) do not entitle the Client to a refund, a credit, a service extension, or a change to the billing date.
20.2 Auto-approval. If the Client does not provide feedback or approval within one month of a deliverable being sent, that deliverable is considered approved and Step Social’s obligations in respect of it are complete. Step Social will continue creating and delivering the next period’s work when the next charge is taken, even where prior work remains unapproved.
20.3 Time-sensitive content. Step Social is not obliged to replace time-sensitive content (for example, a dated promotion or offer) that has become outdated because of a delay on the Client’s part.
20.4 Client-Provided Information and Assets. The Client is responsible for the accuracy and currency of all information, assets, and instructions it provides or approves, including websites, URLs, links, information and imagery. Step Social will work from the information and assets the Client provides or approves and is not liable for errors or outcomes arising from information that is inaccurate, out of date, incomplete, changed after work has begun, or supplied late. Where content depends on assets or confirmations the Client has agreed to provide (for example images or video footage), Step Social may proceed using suitable stock or placeholder material, and any related timelines are extended by the length of any delay in the Client providing those assets.

21. Storage and Retention of Deliverables

Step Social stores completed deliverables and campaign assets for a limited period (at least one month from delivery). After this period, it is the Client’s responsibility to have saved and stored their content, and Step Social cannot guarantee its continued availability. The Client should download and retain copies within this window. The retention and deletion of Lead data are governed by section 17 (Data Protection).

22. White Label / Resellers

22.1 All terms and conditions within this Agreement apply to a Reseller’s clients.
22.2 Resellers must pay Step Social in advance. Step Social is not responsible for collecting payments from the Reseller’s clients. If a Reseller’s client cancels and the Reseller fails to notify Step Social, the Reseller remains liable for services rendered.
22.3 The 14-day money-back guarantee does not apply to Resellers.
22.4 Step Social will not directly approach or solicit the Reseller’s clients.

23. Warranty Disclaimers

Step Social disclaims all warranties related to this Agreement, the Services, or any materials provided, whether express or implied, including but not limited to merchantability, fitness for purpose, and non-infringement, to the fullest extent permitted by law. Step Social does not promise any specific marketing outcome, including any number of followers, leads, enquiries, or sales. Nothing in this Agreement limits or excludes any rights the Client may have that cannot be limited or excluded under applicable law.

24. Disclaimer of Affiliation

Step Social is an independent provider of marketing services and is not affiliated with, associated with, authorised by, endorsed by, or in any way officially connected with any social media or advertising platform referred to in this Agreement or on its website, including Meta, Facebook, Instagram, LinkedIn, TikTok, X, YouTube, Google, Threads, and Bluesky. The names and logos of these platforms are trademarks of their respective owners and are referred to for descriptive purposes only. Use of any third-party platform is subject to that platform’s own terms, and it is the Client’s responsibility to comply with them.

25. Indemnity

25.1 The Client will indemnify and hold harmless Step Social and its representatives from any and all losses, costs, damages, liabilities, and expenses (including legal fees) arising from a breach of this Agreement.
25.2 The Client assumes full responsibility for the content posted on their accounts and the ads run through their Ad Account. Step Social will only use Client-provided or royalty-free or licensed materials, but the Client indemnifies Step Social against any claims of copyright or other intellectual property infringement arising from materials or instructions the Client provides. The Client further indemnifies Step Social against any claims arising from the Client’s offer, the Client’s handling or follow-up of Leads, or the Client’s breach of any platform policy or of applicable data protection or advertising law.

26. Limitation of Liability

Step Social shall not be liable for any indirect, consequential, or incidental damages. Step Social’s total liability under this Agreement is limited to the amount paid by the Client to Step Social for the previous one (1) month of Services. For the avoidance of doubt, Ad Spend paid to Meta does not form part of the fees paid to Step Social and is excluded from this calculation. Nothing in this Agreement excludes or limits liability that cannot lawfully be excluded or limited.

27. Force Majeure

Step Social will not be liable for any failure or delay in performing its obligations to the extent caused by events beyond its reasonable control, including acts of God, natural disasters, war, terrorism, civil unrest, epidemics or pandemics, strikes or labour disputes, failures of utilities or telecommunications, internet or hosting outages, and changes to, restrictions by, or outages of third-party platforms, as well as acts of government or regulators.

28. Suspension and Termination

28.1 Suspension for non-payment. Step Social may suspend the Services where any charge is not paid by its due date, until full payment is received, as set out in section 4.
28.2 Termination for cause. Step Social may suspend or terminate the Services immediately, and without refund, if the Client breaches this Agreement, repeatedly fails to provide the information, access, or approvals needed to deliver the Services, initiates a chargeback contrary to section 29, or behaves abusively or inappropriately towards Step Social’s team.
28.3 Effect of termination. Termination does not relieve the Client of liability for fees and costs accrued up to the effective date of termination. The provisions of this Agreement that by their nature should survive (including those relating to confidentiality, intellectual property, indemnity, limitation of liability, and data protection) will continue to apply after termination.

29. Payment Disputes and Chargebacks

29.1 The Client agrees to contact Step Social to resolve any billing concern before initiating a chargeback or payment dispute. Charges are presumed accurate unless queried within 14 days of being made.
29.2 Initiating a chargeback without first contacting Step Social is a breach of this Agreement and may result in immediate suspension or termination of the Services and the withholding of any work in progress.
29.3 Where a chargeback or payment dispute is made contrary to these terms, including where a bank or card provider reverses a charge that was properly due under this Agreement, Step Social may re-invoice the disputed amount together with any associated fees and recovery costs, payable on receipt, and may pursue the outstanding amount in accordance with sections 8 and 30.

30. General Provisions

30.1 Modification. This Agreement may be amended at Step Social’s discretion. Significant changes (for example, to pricing or cancellation terms) will be notified to the Client at least 30 days in advance via the Client’s last known email address.
30.2 Assignment. The Client may not assign or transfer this Agreement, in whole or in part, without Step Social’s prior written consent, and any purported assignment without such consent is void. This Agreement is binding on, and enures to the benefit of, the parties’ successors and permitted assigns.
30.3 Severability. If any provision of this Agreement is held to be unenforceable, that provision will be severed only to the minimum extent necessary, and the remaining provisions will remain in full force and effect.
30.4 Waiver. A failure or delay by either party in enforcing any provision of this Agreement is not a waiver of that provision, and the waiver of any breach does not waive any subsequent breach.
30.5 Disputes and Collection. Step Social may pursue legal or debt collection routes in the event of breach. Accounts may be referred to collections and reported to relevant credit reference agencies.
30.6 Recovery of Costs. In the event of non-payment or breach of this Agreement by the Client, Step Social reserves the right to recover from the Client all reasonable costs incurred in the collection of outstanding amounts. This includes, but is not limited to, debt collection agency fees, legal expenses, administrative fees, and any court costs associated with the recovery process. These costs shall be added to the Client’s outstanding balance and will be payable in full.
30.7 Entire Agreement. This Agreement constitutes the entire understanding between the parties and supersedes prior agreements.
30.8 Governing Law. This Agreement is governed by the laws of England and Wales, and the parties submit to the exclusive jurisdiction of the courts of England and Wales.