Terms of service

Effective date: 6th August 2026
These Terms govern design memberships and related services supplied by RETOLD Labs. By purchasing a membership, accepting a proposal or asking us to begin work, you agree to these Terms.

1. About RETOLD Labs

RETOLD Labs is a trading name of RETOLD Agency Ltd, registered in England and Wales.

Company number: 11784922
Registered office: W8a Knoll Business Centre, 325–327 Old Shoreham Road, Hove, England, BN3 7GS
VAT number: GB350004264
Email: info@retold-agency.com

In these Terms:

• RETOLD, we, us or our means RETOLD Agency Ltd.

• Client, you or your means the business purchasing the Services.

• Membership means your recurring RETOLD Labs subscription.

• Request means a piece of work submitted through the client portal.

• Brief means the instructions, information and materials needed to complete a Request.

• Working Day means Monday to Friday, excluding public holidays in England.

2. Business customers

RETOLD Labs is intended for customers purchasing wholly or mainly for business purposes.

By purchasing a Membership, you confirm that you are acting on behalf of a business, organisation, trade or profession and have authority to enter into this agreement.

3. Membership plans

The Services included depend on the Membership selected at checkout or agreed in writing.

Solo

Solo is intended for everyday design support and ordinarily includes:

• social and digital assets;

• editable templates;

• image retouching and editing;

• print collateral;

• one active Request at a time;

• unlimited queued Requests;

• unlimited Revisions within the agreed Brief; and

• work beginning within 48 hours of receiving a complete Brief.

Team

Team ordinarily includes everything in Solo, plus:

• two active Requests at a time;

• landing-page design;

• animated website UI;

• event collateral;

• simple motion graphics;

• brand rollout;

• out-of-home design;

• presentation and deck design;

• simple site builds;

• stock and AI-assisted imagery where appropriate; and

• access to optional paid priority revisions.

Enterprise

Enterprise is a custom Membership for Clients requiring dedicated creative capacity.

It may include:

• everything in Team;

• priority scheduling;

• reserved monthly capacity;

• brand identity;

• full website design;

• creative direction;

• UX and product design;

• workshops;

• on-site collaboration;

• custom workflows;

• video production; and

• other services agreed in writing.

Enterprise scope, capacity, availability and pricing will be confirmed separately before work begins.

4. Your creative partner

Your design work will be personally led and ordinarily completed by Elliot Thomas.

We may use administrative, production or specialist support where reasonably necessary. We will not delegate substantive creative work to another designer without informing you or obtaining agreement where appropriate.

5. Unlimited Requests

You may submit as many eligible Requests as you like while your Membership is active.

“Unlimited” does not mean:

• unlimited Requests being worked on simultaneously;

• unlimited working hours;

• guaranteed completion of a particular volume each month;

• instant delivery; or

• work outside your Membership scope.

We work on one active Request at a time under Solo and two under Team. Enterprise capacity is agreed separately.

Additional Requests remain in your queue and may be reordered before work starts.

Large or complex projects may be divided into stages or multiple Requests.

6. Briefs and start times

We aim to begin eligible Requests within 48 hours on Working Days after receiving a complete Brief.

A Brief may need to include:

• the purpose and audience;

• final or approved copy;

• sizes, formats and deliverables;

• brand guidelines and assets;

• images, data and source materials;

• examples or references; and

• any deadline or technical requirements.

The 48-hour period does not begin until we have enough information and materials to work confidently.

Starting within 48 hours does not mean the finished work will be delivered within 48 hours.

Delivery times depend on the scope, complexity and feedback required. We will provide an estimated timeframe where reasonably possible.

7. Revisions and new Requests

Revisions within the agreed Brief are unlimited while your Membership remains active.

A Revision refines the agreed direction, such as changing:

• colour;

• typography;

• supplied copy;

• imagery;

• spacing; or

• layout.

  
  

A change may become a new Request when it introduces:

• a different creative direction;

• a new audience or objective;

• a new format or deliverable;

• substantially changed content;

• additional pages, screens, slides or concepts; or

• requirements not included in the original Brief.

New Requests are added to your queue. You will not automatically be charged extra simply because something is classified as a new Request.

8. Presentations and decks

Presentation design includes the visual design and refinement of Client-supplied content.

Unless agreed otherwise:

• the Client must supply approved copy and a clear structure;

• up to 15 slides may be treated as one Request;

• further slides may be divided into additional Requests;

• major restructuring or a new narrative may become a new Request; and

• research, copywriting, financial modelling and presentation strategy are excluded.

Large, complex or urgent decks may require an Enterprise or separately quoted arrangement.

9. Websites and digital work

Website design and website development are separate services unless development is expressly included.

Simple site builds will be limited to the platform, functionality, page count and scope agreed in the Brief.

Unless agreed otherwise, website work excludes:

• custom software or complex coding;

• advanced ecommerce;

• complex integrations or databases;

• large content migrations;

• copywriting;

• SEO strategy;

• legal or accessibility audits;

• domain charges;

• ongoing maintenance; and

• third-party platform or licence fees.

The Client is responsible for website content, privacy notices, cookie compliance, legal claims and regulatory requirements.

10. Other exclusions

Unless included in a written Enterprise scope or separate quotation, Memberships do not include:

• copywriting from scratch;

• full brand strategy;

• photography or video shoots;

• voiceover production;

• 3D or CAD work;

• marketing or SEO strategy;

• media buying;

• client-side project management;

• legal, financial or compliance advice;

• printing, fabrication or delivery;

• ongoing hosting or maintenance; or

• third-party specialist costs.

We may offer these services separately where appropriate.

11. Client responsibilities

You agree to:

• provide accurate, complete and lawful Briefs;

• supply materials and feedback promptly;

• ensure that instructions are internally approved;

• appoint a clear decision-maker;

• provide consolidated feedback;

• check final work before publication or production;

• obtain any necessary legal or regulatory approval; and

• ensure that materials supplied to us do not infringe anyone else’s rights.

Timelines pause while we are waiting for information, feedback, access or approval.

You remain responsible for checking spelling, prices, dates, contact details, claims, dimensions and other factual content before approving work.

12. Reasonable use and capacity

The Membership is designed to provide ongoing support through a managed request queue.

If the volume, complexity, urgency or management burden of your Requests materially exceeds the realistic capacity of your Membership, we may:

• divide Requests into stages;

• recommend changing priorities;

• ask you to upgrade;

• propose reserved capacity;

• quote separately for certain work; or

• decline work that cannot reasonably be accommodated.

We will discuss this with you rather than silently charging additional fees.

13. Priority services

Optional priority revisions or accelerated turnaround may be available for an additional fee.

Priority services:

• must be requested and agreed for an individual Request;

• depend on availability;

• will never be added or charged automatically; and

• do not override delays caused by missing information or Client feedback.

14. Fees and VAT

Prices are exclusive of VAT unless expressly stated otherwise.

Membership fees are charged in advance through Stripe or another approved payment provider.

By subscribing, you authorise recurring charges to your selected payment method until the Membership ends.

You are responsible for keeping your payment and billing details current.

We may suspend work and withhold deliverables while payment is overdue.

15. Monthly and quarterly options

Monthly

Monthly Memberships are billed monthly in advance and continue until cancelled.

You may cancel, pause or downgrade a monthly Membership by giving at least 30 days’ written notice.

Quarterly

Quarterly Memberships have a minimum commitment of three months.

Unless stated otherwise at checkout:

• the displayed price is a monthly equivalent;

• payment is taken in full for the quarter;

• the Membership cannot ordinarily be cancelled or paused during the three-month commitment; and

• it renews for further three-month periods unless cancelled with at least 30 days’ notice before renewal.

Fees already paid for a quarterly period are non-refundable except where required by law or where we terminate without Client fault.

16. Promotions

We may offer early-access, introductory or promotional prices.

A promotion may:

• apply only to selected customers or Memberships;

• last for a limited period;

• have additional eligibility requirements; and

• revert to the standard price when it ends.

Promotions cannot be combined unless we agree otherwise.

17. Cancellation

You may cancel a monthly Membership by giving at least 30 days’ written notice through the client portal or by emailing info@retold-agency.com.

The Membership remains active and billable during the notice period.

Quarterly Memberships may be cancelled for the end of the applicable minimum or renewal term, subject to the required notice.

Cancellation does not create a right to a refund for a period already paid.

When a Membership ends:

• new Requests will no longer be accepted;

• active work will be completed or brought to a reasonable stopping point where practicable;

• unpaid amounts remain due; and

• access to the client portal may end after a reasonable handover period.

18. Pausing

A pause temporarily stops work and billing without ending the overall Client relationship.

Monthly Memberships may be paused with at least 30 days’ written notice, subject to our agreement.

Unless agreed otherwise:

• a pause may last up to three months;

• no work is undertaken during the pause;

• active Requests must first be completed or stopped at an agreed point;

• capacity on the previous restart date is not guaranteed; and

• the Membership restarts at the price then applicable.

Quarterly Memberships cannot ordinarily be paused during their minimum term.

19. RETOLD termination

We may suspend or end a Membership immediately where:

• fees are overdue;

• you materially breach these Terms;

• Requests are unlawful, abusive or repeatedly outside scope;

• your conduct creates a legal, security or reputational risk; or

• continuing the relationship is no longer reasonably workable because of Client conduct.

Where the issue can reasonably be fixed, we will normally give you an opportunity to do so.

We may also end a rolling Membership without Client fault by giving at least 30 days’ written notice.

If we end a prepaid Membership without Client fault, we will refund the unused portion of fees covering the period after termination.

20. Price changes

We may change Membership prices by giving at least 30 days’ written notice.

A price change will:

• apply from the first renewal after the notice period;

• not apply retrospectively;

• not change a quarterly period already paid or committed to; and

• give you the option to cancel before the revised price takes effect.

Changes resulting solely from VAT or another legally imposed tax may take effect when the applicable tax changes.

21. Annual service break

RETOLD may take one planned service break each year, currently expected to fall during January.

We will aim to give at least 60 days’ notice.

During the notified break:

• Membership work will pause;

• affected subscription time will not be billed;

• active Requests will be scheduled around the closure; and

• normal start and delivery estimates will not apply.

The dates may change from year to year with reasonable advance notice.

22. Refunds

Membership fees reserve access to creative capacity and are generally non-refundable.

A refund or credit is not normally due because:

• you did not submit Requests;

• you used less of the service than expected;

• work was delayed by missing information or feedback;

• a Request remained in the queue at the end of a billing period; or

• you cancelled partway through a paid period.

This does not affect rights that cannot legally be excluded.

23. Intellectual property

You retain ownership of materials you provide to us and grant us permission to use them to deliver the Services.

Once all applicable fees have been paid, we assign to you the intellectual-property rights we own in final approved work created specifically for you.

This does not transfer ownership of:

• rejected or unused concepts;

• our pre-existing tools and templates;

• reusable systems or components;

• internal processes;

• third-party materials;

• fonts, stock assets or software; or

• licences that cannot legally be transferred.

Where our reusable materials form part of a final deliverable, you receive a continuing licence to use them as part of that deliverable.

Third-party materials remain subject to their own licence terms.

24. Portfolio use

Unless you opt out in writing, we may display publicly released work in our portfolio, website, social media, case studies and awards submissions.

We will not knowingly publish confidential or unreleased information.

25. Confidentiality

Each party will keep the other’s confidential information secure and use it only for the purposes of the Services.

This does not apply to information that is already public, independently developed, lawfully received elsewhere or required to be disclosed by law.

26. AI-assisted tools

RETOLD Labs is designer-led and is not an automated AI-generated design service.

We may use AI-assisted tools to reduce administration, explore ideas, edit supporting imagery and speed up repetitive tasks.

Creative decisions, design judgement and quality control remain human-led.

Tell us before work starts if your organisation restricts the use of particular AI tools.

27. Liability

We will provide the Services with reasonable care and skill.

Design is subjective, and we do not guarantee a particular commercial outcome, level of sales, engagement, funding or regulatory approval.

Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud or any liability that cannot legally be excluded.

Subject to that:

• neither party is liable for indirect or consequential losses;

• we are not liable for errors in Client-supplied or Client-approved content;

• we are not responsible for third-party platforms or suppliers; and

• our total liability arising from the Membership will not exceed the fees paid by you during the six months before the event giving rise to the claim.

28. Events outside our control

Neither party is responsible for delays caused by events outside its reasonable control, including illness, outages, emergencies, supplier failures or severe weather.

The affected party will take reasonable steps to reduce the impact and resume performance.

29. Data protection

We process personal information in accordance with our Privacy Policy.

Each party will comply with applicable data-protection law in connection with the Services. Where additional data-processing terms are reasonably required, the parties will agree them separately.

30. General terms

Neither party may transfer this agreement without the other’s written consent, except that RETOLD may transfer it as part of a genuine sale or restructuring of its business.

Nothing in these Terms creates an employment relationship, partnership or joint venture.

If any clause is found unenforceable, the remaining clauses will continue.

A failure to enforce a right does not waive that right.

No person other than the Client and RETOLD has a right to enforce these Terms.

31. Governing law

These Terms and any dispute arising from them are governed by the law of England and Wales.

The courts of England and Wales have exclusive jurisdiction.