terms & conditions
last updated: 13 september 2026
These terms apply when you purchase services from Flossie & Locke or agree to work with us. Flossie & Locke provides brand, marketing and digital direction to businesses. Individual proposals, quotations or client agreements may contain additional terms specific to the work being carried out.
Our services are intended for clients purchasing in connection with their business, trade or profession. If you are purchasing as an individual for purposes mainly outside your business or profession, different statutory rights may apply and nothing in these terms affects rights that cannot legally be excluded.
01. the work
Flossie & Locke provides services including the Digital Diagnostic, one-off project work through The Edit, and ongoing brand and marketing direction through the Brand Partnership.
The exact work, price, timing and responsibilities for project or retained work will be set out in the relevant quotation, proposal or client agreement. Where anything in an individual agreement differs from these general terms, the individual agreement will take priority for that work.
02. the digital diagnostic
The Digital Diagnostic is currently priced at £395 and is payable in full when booked.
The advertised delivery period begins once we have received the information and access reasonably required to carry out the review. Delays in providing that information may delay delivery.
Once work on the Diagnostic has begun, the fee is normally non-refundable because time has already been reserved and work carried out. This does not affect any rights that apply by law. If Flossie & Locke is unable to complete the agreed service, an appropriate refund will be made for work not provided.
03. the edit & project work
One-off project work is quoted according to the agreed scope. Before work begins, we will set out what Flossie & Locke is responsible for, what you are responsible for, the fee and any relevant timing or payment stages. Work outside the agreed scope may be quoted separately before it is carried out.
04. ongoing partnerships
Brand Partnership work is arranged separately and may include ongoing brand, marketing and digital direction. The monthly fee, scope, payment dates, review arrangements and any notice period will be stated in the relevant client agreement.
05. payment
Fees and payment dates will be shown at checkout, on the relevant quotation or in the client agreement.
If an invoice becomes overdue, Flossie & Locke may pause further work until the account is brought up to date. We also reserve the right to claim interest and recovery costs on overdue business-to-business payments where permitted by law.
06. what we need from you
You are responsible for providing accurate information, feedback, approvals and access reasonably needed to carry out the agreed work.
Where access to a website, social platform or other account is required, secure delegated access should be used wherever the platform allows it. Please do not send passwords or sensitive login details unless specifically agreed and there is no reasonable alternative. Delays caused by missing information, access, feedback or approval may affect agreed timescales.
07. third-party services
Some projects may involve third-party platforms or specialists, such as website developers, photographers, designers, advertising platforms, search engines, booking systems or other software providers.
Any third-party costs will be agreed before they are incurred where they are to be charged to you. Flossie & Locke cannot control changes, outages, policies, algorithms or technical failures belonging to third-party services.
08. intellectual property
You retain ownership of material you owned before working with Flossie & Locke, including your existing brand assets, photographs, trademarks, business information and other client-supplied material.
Once all fees relating to the work have been paid, you may use the final client-specific work supplied to you for the purposes of your business, subject to any different intellectual property terms agreed for that project.
Flossie & Locke retains ownership of its pre-existing methods, working documents, templates, processes, research methods, tools and general know-how unless we expressly agree otherwise in writing.
09. confidentiality
Information shared in confidence for the purpose of carrying out client work will be treated as confidential and will not be disclosed unnecessarily. This does not apply to information already in the public domain, information required to be disclosed by law, or information that needs to be shared with an agreed specialist or service provider in order to carry out the work.
10. results
Flossie & Locke will provide the agreed work with reasonable care and skill. Recommendations are based on professional judgement, available information and the circumstances of the business at the time.
Marketing, search visibility and commercial performance are affected by factors outside our control. We therefore cannot guarantee a particular level of enquiries, sales, revenue, search ranking, follower growth or other commercial result.
11. cancellation & ending work
Cancellation arrangements for quoted projects and ongoing partnerships will be stated in the relevant proposal or client agreement.
If work ends early, you remain responsible for fees relating to work already completed, committed third-party costs and any other amounts properly due under the agreed terms. Flossie & Locke may suspend or end work for serious non-payment, abusive behaviour, unlawful requests or a material breach of the agreed terms.
12. liability
Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for fraud or fraudulent misrepresentation, or for death or personal injury caused by negligence.
Subject to that, and unless a client agreement states otherwise, Flossie & Locke's total liability arising from a particular service will be limited to the amount paid to Flossie & Locke for that service. We will not be responsible for indirect or consequential business losses that could not reasonably have been anticipated when the work was agreed.
13. data protection
Personal information is handled in accordance with the Flossie & Locke Privacy Policy. Where a project requires additional data-processing arrangements, these will be dealt with separately where necessary.
14. governing law
These terms and any dispute arising from them are governed by the laws of England and Wales. Where both parties are acting in the course of business, the courts of England and Wales will have jurisdiction, unless otherwise agreed in writing.
15. questions about these terms
If you have a question about these terms, contact hello@flossieandlocke.com .