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.

1. SERVICES

Step Social will provide Services to the Client as outlined on the Step Social website (www.stepsocial.com).

2. OUR OBLIGATIONS

2.1 Step Social will provide 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.

2.2 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. FEES AND PAYMENT

3.1 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 service.

3.2 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.

3.3 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 post is published. The first payment covers both onboarding and the first month (or 6 months) of service. Step Social does not charge a separate setup fee. If the Client’s onboarding takes longer than 5 business days because of Step Social’s delay, Step Social will move the Client’s billing date to ensure the Client receives a full month of service once the Client is onboarded with at least one social media profile.

3.4 Refund Policy – Except in cases of a material breach of this agreement by Step Social, refunds are not issued for any fees beyond the first 14 days of the Client’s first order (the “14-day money-back guarantee”). This guarantee applies exclusively to the Client’s first order with Step Social and does not cover any add-ons or extras, including but not limited to short-form video content, carousel posts, Facebook/Instagram Stories, and SEO blog articles, whether purchased as standalone services or part of a broader package. 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 (e.g. proof of deletion provided). The Client further agrees not to use any content created by Step Social after the refund is processed. 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.

3.5 Cancellation Policy – 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. Step Social plans and schedules content 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 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. 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 and associated costs beyond this date. 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.

3.6 Back-payments – 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.

3.7 Collection and Legal Fees
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.

4. SERVICE INFORMATION

4.1 Third-Party Software – Step Social uses third-party social media publishing software (the “Content Scheduler”) to schedule and publish the Client’s social media posts, and third-party client management software (the “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. In such cases, the Client agrees not to hold Step Social liable.

4.2 Profile Disconnections – Step Social has no control over issues with third-party social media platforms (e.g. 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.

4.3 Password Changes – If the Client changes login details for the Content Scheduler, they must notify support@stepsocial.com immediately to avoid interruptions.

4.4 Reviewing Content – Step Social will notify the Client at least 3 days (unless otherwise agreed) before new posts are scheduled for publication, allowing time to review. It is the Client’s responsibility to use the Client Portal to request revisions before posts are published. Step Social will not be liable for posts published without revision requests, but any errors made by Step Social will be corrected promptly upon notice.

4.5 Blog Articles – Once a draft blog article has been completed, the Client may request a maximum of two revisions, after which the product delivered will be considered final. All blog articles are deemed final and approved after one month with no feedback.

4.6 Profile Creation – If the Client requires Step Social to create social media profiles, an additional one-off fee applies. The 14-day money-back guarantee does not apply to this service.

4.7 Customer Service – Step Social provides inbound support only. Clients are responsible for checking their dashboards and social media profiles at least once every two weeks to provide feedback or flag issues.

4.8 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.

5. WHITE LABEL / RESELLERS

Definitions:

Reseller: an individual or organisation using Step Social to provide white-labelled services for their own clients.

5.1 All terms and conditions within this agreement apply to Reseller’s clients.

5.2 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.

5.3 The 14-day money-back guarantee does not apply to Resellers.

5.4 Step Social will not directly approach or solicit the Reseller’s clients.

6. 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.

7. INDEMNITY

7.1 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.

7.2 The Client assumes full responsibility for the content posted on their accounts. Step Social will only use Client-provided or royalty-free images, but the Client indemnifies Step Social against any claims of copyright infringement.

8. LIMITATION OF LIABILITY

Step Social shall not be liable for any indirect, consequential, or incidental damages. Total liability is limited to the amount paid by the Client for the previous one (1) month of services.

9. MODIFICATION OF AGREEMENT AND GOVERNING LAW

9.1 This Agreement may be amended at Step Social’s discretion. Significant changes (e.g. pricing or cancellation terms) will be notified to the Client at least 30 days in advance via the Client’s last known email address.

9.2 Disputes – 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.

9.3 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.

9.4 Entire Agreement – This Agreement constitutes the entire understanding between the parties and supersedes prior agreements.

This Agreement is governed by the laws of the United Kingdom, with disputes subject to UK jurisdiction.