1. Collaboration & Communication

1.1 - Service Delivery: The Social HQ strives to deliver the highest quality services. Each client who pays for monthly reoccurring services has a point person assigned during kickoff calls to provide ongoing support. A successful partnership relies on timely, honest, and detailed feedback. If you are unclear who your point person is please email us at hello@thesocialhq.com.

At The Social HQ, all approval of deliverables is considered final, and additional revisions will be billed at $175/hour unless otherwise stated in our contract. Our team bills in 30-minute intervals.

1.2 - Account Issues: Since we work with third-party social media and website platforms, we cannot control issues such as connection errors, disconnections, accounts being hacked, or password changes. However, we will do our best to resolve errors within our control. We recommend that all clients secure third-party accounts with two-factor authentication and pull backup codes. Staff at The Social HQ are not responsible for two-way authenticating your third-party accounts or saving your backup codes. If while engaged with The Social HQ, you choose for a member of our team to utilize their work number for two-factor authentication on a third-party account, you are responsible for updating two-factor after our services. Additionally, you acknowledge that if The Social HQ sets up two-factor authentication and if it gets hacked we are not responsible for any damages that could occur.

1.3 - Scheduling & Posting: You acknowledge that The Social HQ uses a scheduling platform for social media that allows for client approvals and to schedule content. Only social media platforms included in your package, and our team has access to, will be linked to our scheduling platform. If you wish to link other social media connections to your calendar outside of the scope of work you are charged $45/month. Our team will only manage posts that are going to platforms as listed in your proposal. If your package includes Instagram, you are required to have your Facebook and Instagram linked. Instagram’s parent company, Meta, requires that Instagram be linked to Facebook to utilize scheduling platforms. If you are unable to connect these channels successfully, it does not warrant a refund. Additionally, for manual posting as a result of this connection issue, our company will charge $175/hour for manual posting. The Social HQ will, however, do its best to resolve any technical issues.

1.4 - Support: The Social HQ offers reasonable ongoing support to all our clients through email and text. While engaged with our services if support becomes unreasonable our team will provide you with one verbal warning, after which you will be billed at $175/hour, billed at 30-minute intervals. Calls are based on your proposal, additional will be billed at $175/hour, billed at 30-minute intervals. Slack support/terms are laid out per proposal, please see your proposal.

Please note that our team works a flex schedule and is available Monday - Thursday 9 am -3 pm and Fridays 9-12 pm EST. If contacted on the weekend or national holiday our team will respond on the next business day. If support is needed outside of these hours please connect with your point of contact or email hello@thesoicalhq.com.

1.5 - Client Delays After Signup: Our service delivery begins as soon as you have paid your invoice, signed our contract, completed the questionnaire, and scheduled your kickoff call. If you do not complete the onboarding questionnaire or schedule a kickoff call, it does not warrant a refund. We will not push back the billing date for delays caused by you.

1.6 - Lack of Feedback or Approval

Once we send you the deliverables, we expect you to provide timely feedback or approval.

a. Social Media Post: If you delay feedback or approval, causing time-sensitive social media posts to become outdated, we will not replace those posts with new ones. At the Social HQ, we create posts for up to two weeks at a time when provided all the needed materials.

b. Websites: If you delay feedback or approval,

c. Other Services: If you delay feedback or approval,

If we do not receive feedback or approvals by the time your next month’s charges arrive, we will start creat

If we do not receive feedback or approvals by the time your next month's charge arrives, we will start creating the next month of content, so that we keep delivering what you paid for. If it has been more than 30 days since we sent you the posts for approval, you can no longer make any revision requests for that batch. As long as we have created and delivered your posts, we are fulfilling our Service as described.

1.7 - Respectful Communication: At The Social HQ, we choose to work with clients who are passionate about their marketing needs and whose brands align with our expertise. We occasionally encounter clients who are rude, impolite, and disrespectful. We will not tolerate such behavior and have the right to cancel services immediately without warning. No refunds will be made in this case, with no expectations.

1.8 - Best Practice: If you decide to change your password, kindly notify us promptly. Offer us explicit guidance and feedback, treating our communication as you would any in-house team member

It's crucial not to fall into the trap of remaining silent for weeks after we deliver your assets, only to express dissatisfaction abruptly and request cancellation. Our skilled team is capable of crafting diverse content tailored to your brand’s needs.

If dissatisfaction arises, it often stems from unclear communication of your preferences. We welcome and value detailed feedback, and we are more than willing to make the necessary revisions. Therefore, please engage with us rather than staying silent or immediately seeking cancellation. Through ongoing and transparent communication, we can collaborate effectively to produce content that aligns with your expectations and elevates your marketing presence.

2. Refund Policy

Given the substantial manual work and effort involved in our services, we adhere to a strict no-refund policy under most circumstances. Here are the details of our refund policy:

2.1 - No Refunds: We do not offer refunds for any reason, as our team dedicates time and effort to creating and managing your brand’s marketing needs.

2.2 - Connectivity Issues: If a client encounters issues with our scheduling platform, we do not offer refunds. Instead, we charge clients to post the content manually.

2.3 - Results & Performance: You are paying us for time and work performed. Our work is not contingent upon any form of marketing results.

If you have any questions about our refund policy, please do not hesitate to contact us.

3. The Social HQ Obligations

3.1 - The Social HQ provides services according to our standard policies, procedures, and your proposal. We reserve the right to reject clients for any reason.

3.2 - The Social HQ rules, policies, and operating procedures may change at our discretion. This includes pricing and package inclusions.

4. FEES & PAYMENT

4.1 - Fees for all services except for website designs are payable in full, in advance. The Social HQ accepts credit card payments, ACH payments, and checks. If you choose to have your credit card information on file for your monthly retainer, you authorize The Social HQ to charge your credit card for the fees associated with your proposal.

4.2 - Initial charges are paid in advance. Monthly management fees are due until the agreement is canceled or modified. Unpaid charges result in service suspension until full payment is received. All payments are non-refundable.

4.3 - Except in the case of The Social HQ's material breach, refunds are not issued. Fees are for time and work performed, not contingent on marketing results or the ability to connect accounts for scheduling and posting. Credits, free days, or billing adjustments may be offered for mistakes on The Social HQ's part.

4.4 - Cancellation requires at least 30 days' notice before the next billing date by emailing hello@thesocialhq.com. For any work completed outside of the 30-day notice The Social HQ will invoice you. Cancellations of

4.5 - Services will continue even if the client does not respond to or approve content. Clients are allowed one round of edits per month.

4.6 - Clients should review social media accounts regularly and spend 10 minutes monthly ensuring satisfaction with posts delivered. Feedbird is not responsible for missed posts or editing/removing content posted over one week ago.

4.7 - You give us permission to showcase your company logo and social media links. Notify us in writing if you prefer we not use your social media in our advertising efforts.

4.8 - White Label/Resellers are subject to these terms and conditions for their clients. Resellers must pay for services in advance and are responsible for collecting payment from their clients. Feedbird does not refund resellers for services rendered if their client does not pay.

4.9 - Disputes: Clients agree to these terms and conditions when signing up. We will vigorously pursue any client who breaches the terms and conditions.

5. WARRANTY DISCLAIMERS

5.1 - Refund Policy: No refunds are available. Due to factors such as third-party platforms, disconnections, onboarding, and the month-to-month subscription model, all sales are final. If we fail to deliver at least one post in a month, you agree to accept credit for that post's value. No performance, results, or quality guarantees are made by Feedbird.

5.2 - Feedbird disclaims all warranties related to this Agreement, the Services, or any materials or assistance provided, including but not limited to, warranties of merchantability, course of performance or dealing, trade practice, title, non-infringement, and fitness for a particular purpose.

6. INDEMNITY

6.1 - Client indemnifies Feedbird and its affiliates from losses, costs, damages, liabilities, and expenses arising from any breach of this Agreement or claims regarding the use of any intellectual property. Client assumes liability for any assets provided and used in posts.

7. SOCIAL MEDIA ACCOUNT ISSUES

7.1. Client indemnifies Feedbird and its affiliates from losses, costs, damages, liabilities, and expenses arising from any issues with social media account suspensions, copyright issues, loss of access, deletion, or other third-party platform issues.

7.2 Client indemnifies Feedbird and its affiliates from any issues with content posted to their social media accounts that result in copyright infringement claims. The client assumes responsibility for the content posted.

8. LIMITATION OF LIABILITY

8.1 - The Social HQ is not liable for indirect, consequential, incidental, or special damages. Liability is limited to the amount paid for the previous one (1) month of services.

9. MISCELLANEOUS

9.1 This Agreement is the entire understanding between parties and can only be amended in writing. It is governed by New Hampshire laws, and disputes will be resolved there. Notice is given via US Postal Services. Invalid provisions will be severed with minimal impact.

10. CONFIDENTIALITY AGREEMENT

10.1 - By agreeing to these terms, you acknowledge that in the course of our service provision, you may share confidential information with us, including business operations, client details, and proprietary data. We commit to using this information solely for the purpose of delivering our services to you and not for any other purpose.

We will take reasonable steps to ensure this information is kept secure and only shared with employees or subcontractors who need to know this information to provide our services and who are bound by similar confidentiality obligations.

Any information shared must not be publicly known, and we will not use or disclose it except as needed for service delivery or as required by law. This confidentiality commitment lasts for the duration of our service provision and extends for two yearsafter its conclusion. Breaches of this confidentiality may result in legal action to prevent further disclosure and to recover damages.

11. CREDIT CARD DISPUTES

11.1 - Credit Card Disputes - Charges are presumed accurate unless disputed within 14 days. Disputes halt all credits, refunds, and account work. Negotiation is preferred over disputes. Even if you win a dispute, due to your bank siding with you even though it’s clearly against our terms and conditions, we then will send you an invoice for the disputed amount and any fees with payment due upon receipt. If it isn’t paid we escalate the situation with legal action or sent the invoice to collections.