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.co).
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. The Client may be grandfathered into an archived product if Step Social still can offer it, but that is at Step Social’s sole 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. Step Social does not charge a setup fee for this reason. The setup fee is included in the monthly or 6-monthly payment. 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 the case of a material breach of this agreement by Step Social, Step Social does not issue refunds of any fees for any reason beyond the first 14 days of the Client’s first order being made (the ‘14-day money-back guarantee’). The 14-day money-back guarantee is only applicable to the Client’s first order with Step Social. Refunds requested within the 14-day money-back guarantee period will only be processed once all social media posts created by Step Social and published to the Client’s social media profiles have been deleted. The Client also commits to not use any content Step Social has created for the Client once the refund is processed. Fees due to Step Social are not contingent upon any form of marketing results. The Client is paying for time and work delivered. Step Social offers credits for any errors made by Step Social with evidence to support it.
3.5 Cancellation Policy – The Client can cancel a subscription by emailing a cancellation request to support@stepsocial.co with a reason for cancellation. Step Social schedules posts 14 days in advance, so The Client must provide 14 days’ notice to cancel or downgrade a subscription. Step Social does not issue prorated refunds for cancellations received early in a billing period but will complete the month(s) service if requested (this includes 6-monthly plans where the Client has received a discount, however, Step Social will require the discounted price to be voided and the difference to be paid before continuation of service).
3.6 Back-payments – Continuation of work for a Client that is passed due who 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.
4. SERVICE INFORMATION
4.1 – Publishing Software – Step Social uses third-party social media publishing software (the ‘dashboard’) to schedule and publish the Client’s social media posts. As such, Step Social has no control over any issues that may arise occasionally which are caused by the third-party publishing software. In the case of an issue caused by the third-party publishing software that affects the Services provided by Step Social to the Client, the Client agrees to not hold Step Social liable.
4.2 Profile disconnections – Due to the nature of working with third-party social media platforms such as Facebook, Instagram, Twitter and LinkedIn, Step Social has no control over issues that may occur occasionally, such as profile disconnections. In the case of the Client’s social media profile(s) being disconnected from the dashboard, or the inability for Step Social to access the Client’s social media profiles to schedule and publish posts, the Client agrees to not hold Step Social liable. If any of the Client’s social media profiles become disconnected from the dashboard, the Client will be notified via email to reconnect their chosen profiles. If the Client fails to reconnect their profiles to the dashboard resulting in one or more unpublished posts, then it is the Client’s responsibility and Step Social will not be held liable. Step Social will, however, reschedule the posts as soon as the Client reconnects their chosen profiles to the dashboard.
4.3 Password changes – If the Client changes their username or password to access the dashboard, the Client must report the change to support@stepsocial.co immediately to avoid any interruption to the Services.
4.4 Reviewing content – All posts created by Step Social are scheduled to be published automatically via the dashboard. Step Social will notify the Client via email at least 3 days (unless otherwise agreed) before any new posts are due to be published to allow enough time for the Client to access the dashboard and review the scheduled posts. It is the Client’s responsibility to access the dashboard to submit feedback on scheduled posts, or request any revisions of any posts before they are published. For this reason, Step Social will not be held liable for any posts published deemed unsatisfactory by the Client. The Client is encouraged to access the dashboard at least once every two weeks to review new content and provide feedback to Step Social, and to also report any issues that may occur. If the Client cannot access the dashboard for any reason, they must notify Step Social at support@stepsocial.co immediately to resolve the issue. If Step Social is creating social media posts and sending them to the Client for review in any format, then Step Social are fulfilling their contractual obligation as laid out in these Terms of Service.
4.5 Blog articles – Once a first draft of a 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 will be considered final and approved after one month with no feedback. After this period, the Client agrees that no revisions will be made.
4.6 Profile creation – If a Client does not have an existing social media profile or profiles that they wish to publish to, Step Social will create and set up the profiles chosen by the Client ready for publishing for an additional one-off fee. Due to the extra time required to do this, the 14-day money-back guarantee does not apply to Client’s that request social media profiles to be created for them and no refunds will be offered.
4.7 Customer Service – Step Social are an online subscription social media service, not a full-service marketing agency. Our customer service is inbound, not outbound, meaning the Client has a responsibility to check their social media profiles and dashboard for each plan at least once every two weeks to provide feedback if required.
5. WHITE LABEL/RESELLERS
For the purposes of this clause, the following definitions apply:
- 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 any client of the Reseller.
5.2 Resellers must pay Step Social for Services in advance of services for their own clients. The Reseller is solely responsible for collecting payment from their own clients. If a client of the Reseller does not pay the Reseller, Step Social will not refund the Reseller for the rendering of Services. It is the Reseller’s responsibility to notify Step Social at support@stepsocial.co as soon as possible for any client of the Reseller that is cancelling. If the Reseller fails to notify Step Social about their own client’s cancellation by the method outlined in this agreement, and Step Social continue to render Services, the Reseller will be fully responsible for the payment of Services rendered, and there will be no refunds offered. It is the Reseller’s responsibility to review the content produced by Step Social and to manage and facilitate communication between the Reseller’s client and Step Social in a prompt manner.
5.3 The 14-day money-back guarantee does not apply to Resellers.
5.4 After a White Label Order has been placed, Step Social shall not directly or indirectly approach the Reseller’s client, intentionally interfere with the relationship of the Reseller and their client, or endeavour to entice clients away from the Reseller. The relationship between Step Social and Resellers shall remain private.
5.5 Unlimited revisions are not available to Resellers. The amount of monthly revisions available to Resellers (if any) is at the discretion of Step Social.
6. WARRANTY DISCLAIMERS
Step Social expressly disclaims any and all warranties regarding or related to this agreement, the Services or any materials or assistance provided to the Client, express or implied, including without limitation the warranties or merchantability, course of performance or dealing, trade practice, title, no-infringement, and fitness for particular purpose.
7. INDEMNITY
7.1 The Client will indemnify and hold harmless Step Social and its customers, suppliers, directors, officers, agents and employees from and against any and all losses, costs, damages, liabilities and expenses (including, without limitation, reasonable solicitors’ fees) arising out of or relating to any breach by the Client of any of the terms of this Agreement.
7.2 Step Social only uses images provided by the Client, or royalty-free images from databases paid for by Step Social, for marketing use when creating social media posts. Regardless, the Client will indemnify and hold harmless Step Social and its customers, suppliers, directors, officers, agents and employees from and against any and all losses, costs, damages, liabilities and expenses (including, without limitation, reasonable solicitors’ fees) arising out of or relating to any issues with content posted to the Client’s social media profiles that results in any claims of copyright infringement. The Client agrees to assume full responsibility for the content posted to their accounts.
8. LIMITATION OF LIABILITY
Step Social shall not be liable to the Client or any entity or person claiming through or under the Client for any loss of profit or income or other indirect, consequential, incidental, or special damages, whether in an action for contract or tort, in connection with this agreement, even if Step Social has been advised of the possibility of such damages. Under no circumstances shall Step Social’s liability to the Client hereunder exceed the amount paid to Step Social by the Client for the previous one (1) month of services. This limit is cumulative and the existence of more than one claim will not enlarge the limit. The Client acknowledges that these limitations of liability are an essential element of the agreement between the parties and in their absence the terms and conditions of this agreement would be substantially different.
9. MODIFICATION OF AGREEMENT AND GOVERNING LAW
9.1 This Agreement constitutes the entire understanding and agreement of the parties with respect to the subject matter hereof. This Agreement may be amended from time to time in Step Social’s sole discretion, and the most current agreement will always be published here. An email communication sent to the Client’s last known email address will be deemed sufficient notice of any such changes in this Agreement. This Agreement shall be binding upon and inure to the benefit of the parties successors and permitted assigns; provided however, that the Client may not assign this Agreement, in whole or in part, without Step Social’s prior written consent and any assignment by the Client without such consent shall be null and void. This Agreement shall be governed by and interpreted in accordance with the laws of the United Kingdom without regard to its rules pertaining to conflict of laws. Any litigation or dispute resolution related to this Agreement shall take place in the United Kingdom, and the parties hereby consent to the jurisdiction of the courts located therein. Except as otherwise expressly set forth herein, any notice required or permitted to be given under this Agreement shall be sufficient if in writing, in the English language, and sent via U.K. Royal Mail, return receipt requested. If any provision of this Agreement shall be held by a court of competent jurisdiction to be unenforceable, that provision will be severed only to the extent minimally necessary, and the remaining provisions of this Agreement will remain in full force and effect. The waiver of any breach or default of this Agreement will not constitute a waiver of any subsequent breach or default, and will not act to amend or negate the rights of the waiving party.
9.2 Disputes – Step Social will take action via legal routes if necessary, if the Client breaches these Terms of Service. The Client’s account will then be turned over to debt collection and Step Social will report the Client to the necessary credit reference agencies.
9.3 This Agreement will supersede and replace all other agreements between the Parties of the same subject matter, including any agreements, directions, or claims made by Step Social’s employees, unless a formal variance is confirmed and agreed to by the Client and executive level management at Step Social. This includes the Managing Director of Step Social.