This covers the audit, build work, and ongoing optimisation described in your accepted proposal and order, so we can diagnose what is driving churn and make changes without spiking complaints, chargebacks, or deliverability issues.
We will do the work inside your existing subscription and messaging stack, and we will only publish changes after you approve them in writing. The order sets the commercial details. The terms below explain how we work together day to day.
Order details
Your order is the part you should be able to scan and check line by line. It states what you are buying, the retainer term, the monthly price, and any one-off setup fees. It can also name which brand, storefront, or subscription programme the work applies to.
These standard terms apply to everything around that order: access, approvals, timelines, changes, handover, and how we handle risk. If the order and these terms ever say different things on the same point, we will follow the order. Anything not written in the order or agreed in writing later is not included.
Scope of work
We will deliver the retention programmes listed in your order, working from your churn and cohort data and then building and tuning the lifecycle and cancellation experience inside your tools. The deliverables below describe what is included. If you want additional flows, channels, or another brand added after we start, we will price that change and get written approval before we begin it, while keeping the original scope moving.
* Subscription retention audit * Lifecycle email programme build * SMS programme build * On-site subscription UX fixes * Cancellation survey and save offers * Offer testing plan
Payment
Setup work is billed in two parts. We invoice 40% to start, and we begin once that invoice is paid and the agreed access is in place. We invoice the remaining 60% when the setup is complete.
If you add ongoing optimisation on retainer, we invoice at the start of each month for that month’s work. Every invoice is payable within 7 days of its date.
If an invoice goes unpaid, we pause new work and scheduled launches until the account is up to date. We will keep anything already live running as-is, but we will not expand volume, add new sends, or ship new offers while payment is overdue.
Delivery and returns
Our work is delivered as changes inside your systems and as working documents, not as shipped goods. A deliverable is treated as delivered when it is shared with you for review in your project board, as a document link, or in the relevant tool as a draft or staged build.
Because there is nothing to ship, there is no transit risk or returns process. If something we publish causes an issue, tell us as soon as you see it and include what you are seeing and where. We will prioritise rollback or throttling first, then fix the underlying logic or copy once we have the signal. We do not treat performance swings caused by stock-outs, fulfilment delays, tracking breaks, or platform outages as delivery defects.
Renewal
Retention programmes are bought on retainer for the term stated in the order. Unless the order says otherwise, the retainer continues month to month after the initial term.
If you do not want the retainer to continue into the next month, tell us in writing by the notice date we agree with you in writing. Email is fine. If we do not receive that stop notice by the agreed date, we will plan capacity and invoice at the start of the next month as usual.
If you pause for reasons on your side, we can hold the programme steady, but the retainer only pauses if we agree that pause in writing.
What we are responsible for
We are responsible for doing the work with care: using the data you provide, building the agreed flows and UX fixes, and applying risk controls like approvals, holdouts, and send throttles. We will document what we changed, when it went live, and what we are watching.
We are not responsible for outcomes that sit outside our control, such as platform outages, carrier filtering, inbox placement shifts, upstream tracking changes, or app behaviour in Shopify, Recharge, or your messaging tools. We are also not responsible for margin impact when you choose to run an offer against our recommendation, or when refunds, stock availability, or fulfilment performance drives churn independent of messaging.
If something goes wrong, our first step is to reduce harm: pause, throttle, or roll back.
Ending the engagement
You can stop ongoing optimisation before the next month starts by emailing us. When you do, we will finish any in-flight items we have already started if there is time before month-end, and we will not start new work that would land in the next billing month.
Setup work is scheduled as a 4-week block once kickoff begins. If you cancel during setup, we stop new work, but we do not refund work already completed or time already booked to your programme.
When the engagement ends and all invoices due are paid, we hand over what we built and what you need to run it: flow maps, copy and logic, segment definitions, and a short notes pack on throttles, holdouts, and what to watch next.
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