Service Agreement
Service Agreement
Service Agreement
Service Agreement
1. Introduction
We offer creative design support via hour-based subscriptions. You submit tasks through Brief by Quarterly, our client portal. We allocate and track hours against your plan. Here’s what you need to know:
Plans are sold in hour blocks. Your subscription purchases a set number of hours per billing period. Your hour balance is visible in Brief by Quarterly at any time.
Hours are allocated monthly regardless of your billing cycle. Paying annually or biannually does not bank all hours upfront. Hours are released monthly and the standard rollover policy applies to each monthly allocation.
Unused hours roll over for up to two billing periods. Any hours not used within two months of the month in which they were allocated will expire and cannot be recovered.
Plans auto-renew on their billing cycle (monthly, quarterly, biannual, or annual) depending on what you’ve selected.
Cancel anytime with the relevant notice period for your plan type (see Section 3). Monthly plans can exit with notice. Quarterly, biannual, and annual plans are locked in for the full term.
All briefs go via Brief by Quarterly. Turnaround times depend on when you submit and how complex the task is.
Card payments are required in advance of the service start date. For invoiced clients, payment in advance is preferred; where otherwise agreed, net 30 days applies.
If your input or feedback is delayed, turnaround will also be delayed.
No refunds are given for expired or unused hours.
For full terms, read on below.
2. Interpretation
Defined terms and interpretation remain consistent with the original agreement. Definitions for “Customer”, “Deliverables”, “Charges”, “Services”, “Supplier”, etc., are unchanged.
2. Interpretation
Defined terms and interpretation remain consistent with the original agreement. Definitions for “Customer”, “Deliverables”, “Charges”, “Services”, “Supplier”, etc., are unchanged.
3. Commencement and Duration
Billing cycles and cancellation
Monthly — No minimum term. 7 days notice required for 40hr/mo plans; 30 days notice for 60hrs/mo and above. Cancellation takes effect at the end of the current month.
Quarterly (3 months) — Committed for the full term. 30 days notice required before renewal. Cancellation takes effect at the end of the current term.
Biannual (6 months) — Committed for the full term. 30 days notice required before renewal. Cancellation takes effect at the end of the current term.
Annual (12 months) — Committed for the full term. 30 days notice required before renewal. Cancellation takes effect at the end of the current term.
Plan types
Professional — Available on monthly, quarterly, biannual, and annual billing cycles.
Dynamic — Available on monthly, quarterly, biannual, and annual billing cycles.
Both plans differ by the scope of capabilities included. See Section 3A.7 for a full breakdown of what each plan covers. Quarterly, biannual, and annual plans receive the same discounted rate unless otherwise agreed in writing at the point of order. Clients committing to 120 or more hours per month, or engaging on an enterprise basis, may be eligible for additional discounts at our discretion, agreed in writing prior to the start of the subscription.
Plans start at 40 hours per month and scale in 20-hour increments from there. Clients requiring more than 100 hours per month are considered enterprise or custom accounts, with pricing agreed individually at the point of order.
3A. Hour Allocation, Rollover, Top-Ups and Expiry
3A.1 Each subscription plan purchases a fixed number of design hours per billing period, as set out in the Order.
3A.2 Hours are allocated on a monthly basis regardless of the Customer’s billing cycle. A Customer paying annually on a 40-hour plan receives 40 hours per month, not 480 hours upfront to use at will. The same applies to biannual and quarterly billing. Paying in advance over a longer term is a billing convenience only and does not change how hours are structured, allocated, or rolled over. The two-period rollover applies to each monthly allocation as it falls: unused hours from any given month carry over for a maximum of two subsequent months before expiring.
3A.3 Hour balances, usage, and rollover status are visible to the Customer through Brief by Quarterly at any time.
3A.4 Clients may schedule design time in advance through Brief by Quarterly, subject to team availability. Advance bookings are accepted on a first-come, first-served basis. Scheduling in advance does not constitute a guarantee of delivery within a specific timeframe unless separately agreed in writing.
3A.5 We plan and resource our team based on the assumption that hours will be used at a broadly even pace across the billing period. As a guide, a 40-hour plan equates to approximately two hours of support per working day. Requests that significantly exceed this expected daily pace may be subject to scheduling at our discretion, with reasonable notice given to the Customer. We will always aim to accommodate demand and will communicate proactively if capacity constraints apply. Advance scheduling via Brief by Quarterly is available to help plan around busier periods.
3A.6 Top-up hours may be purchased at any time and are added to the Customer’s balance upon payment. The purchase of top-up hours does not guarantee immediate capacity or a specific turnaround time. Top-up hours are fulfilled subject to team availability, in the same way as subscription hours. Clients wishing to use additional hours at short notice are encouraged to schedule in advance through Brief by Quarterly to avoid delays.
3A.7 Hours may only be used for design services that fall within the scope of the Customer’s active plan type, as set out below.
Professional plan covers the following capabilities:
Branding and Identity
Digital and Web
Icons and Illustrations
Pitch Decks and Presentations
Print and Exhibitions
Static Social Content
UI, UX and Web Design
Dynamic plan covers all Professional capabilities, plus:
Video Editing
Animated Social Content
Explainer Videos
Podcast Production (audio and video)
Any work falling outside the Customer’s plan capabilities will be considered on a goodwill basis at our discretion, subject to team availability and agreement in writing. Hours may not be applied across plan types unless separately agreed in writing.
3. Commencement and Duration
Billing cycles and cancellation
Monthly — No minimum term. 7 days notice required for 40hr/mo plans; 30 days notice for 60hrs/mo and above. Cancellation takes effect at the end of the current month.
Quarterly (3 months) — Committed for the full term. 30 days notice required before renewal. Cancellation takes effect at the end of the current term.
Biannual (6 months) — Committed for the full term. 30 days notice required before renewal. Cancellation takes effect at the end of the current term.
Annual (12 months) — Committed for the full term. 30 days notice required before renewal. Cancellation takes effect at the end of the current term.
Plan types
Professional — Available on monthly, quarterly, biannual, and annual billing cycles.
Dynamic — Available on monthly, quarterly, biannual, and annual billing cycles.
Both plans differ by the scope of capabilities included. See Section 3A.7 for a full breakdown of what each plan covers. Quarterly, biannual, and annual plans receive the same discounted rate unless otherwise agreed in writing at the point of order. Clients committing to 120 or more hours per month, or engaging on an enterprise basis, may be eligible for additional discounts at our discretion, agreed in writing prior to the start of the subscription.
Plans start at 40 hours per month and scale in 20-hour increments from there. Clients requiring more than 100 hours per month are considered enterprise or custom accounts, with pricing agreed individually at the point of order.
3A. Hour Allocation, Rollover, Top-Ups and Expiry
3A.1 Each subscription plan purchases a fixed number of design hours per billing period, as set out in the Order.
3A.2 Hours are allocated on a monthly basis regardless of the Customer’s billing cycle. A Customer paying annually on a 40-hour plan receives 40 hours per month, not 480 hours upfront to use at will. The same applies to biannual and quarterly billing. Paying in advance over a longer term is a billing convenience only and does not change how hours are structured, allocated, or rolled over. The two-period rollover applies to each monthly allocation as it falls: unused hours from any given month carry over for a maximum of two subsequent months before expiring.
3A.3 Hour balances, usage, and rollover status are visible to the Customer through Brief by Quarterly at any time.
3A.4 Clients may schedule design time in advance through Brief by Quarterly, subject to team availability. Advance bookings are accepted on a first-come, first-served basis. Scheduling in advance does not constitute a guarantee of delivery within a specific timeframe unless separately agreed in writing.
3A.5 We plan and resource our team based on the assumption that hours will be used at a broadly even pace across the billing period. As a guide, a 40-hour plan equates to approximately two hours of support per working day. Requests that significantly exceed this expected daily pace may be subject to scheduling at our discretion, with reasonable notice given to the Customer. We will always aim to accommodate demand and will communicate proactively if capacity constraints apply. Advance scheduling via Brief by Quarterly is available to help plan around busier periods.
3A.6 Top-up hours may be purchased at any time and are added to the Customer’s balance upon payment. The purchase of top-up hours does not guarantee immediate capacity or a specific turnaround time. Top-up hours are fulfilled subject to team availability, in the same way as subscription hours. Clients wishing to use additional hours at short notice are encouraged to schedule in advance through Brief by Quarterly to avoid delays.
3A.7 Hours may only be used for design services that fall within the scope of the Customer’s active plan type, as set out below.
Professional plan covers the following capabilities:
Branding and Identity
Digital and Web
Icons and Illustrations
Pitch Decks and Presentations
Print and Exhibitions
Static Social Content
UI, UX and Web Design
Dynamic plan covers all Professional capabilities, plus:
Video Editing
Animated Social Content
Explainer Videos
Podcast Production (audio and video)
Any work falling outside the Customer’s plan capabilities will be considered on a goodwill basis at our discretion, subject to team availability and agreement in writing. Hours may not be applied across plan types unless separately agreed in writing.
3. Commencement and Duration
Billing cycles and cancellation
Monthly — No minimum term. 7 days notice required for 40hr/mo plans; 30 days notice for 60hrs/mo and above. Cancellation takes effect at the end of the current month.
Quarterly (3 months) — Committed for the full term. 30 days notice required before renewal. Cancellation takes effect at the end of the current term.
Biannual (6 months) — Committed for the full term. 30 days notice required before renewal. Cancellation takes effect at the end of the current term.
Annual (12 months) — Committed for the full term. 30 days notice required before renewal. Cancellation takes effect at the end of the current term.
Plan types
Professional — Available on monthly, quarterly, biannual, and annual billing cycles.
Dynamic — Available on monthly, quarterly, biannual, and annual billing cycles.
Both plans differ by the scope of capabilities included. See Section 3A.7 for a full breakdown of what each plan covers. Quarterly, biannual, and annual plans receive the same discounted rate unless otherwise agreed in writing at the point of order. Clients committing to 120 or more hours per month, or engaging on an enterprise basis, may be eligible for additional discounts at our discretion, agreed in writing prior to the start of the subscription.
Plans start at 40 hours per month and scale in 20-hour increments from there. Clients requiring more than 100 hours per month are considered enterprise or custom accounts, with pricing agreed individually at the point of order.
3A. Hour Allocation, Rollover, Top-Ups and Expiry
3A.1 Each subscription plan purchases a fixed number of de sign hours per billing period, as set out in the Order.
3A.2 Hours are allocated on a monthly basis regardless of the Customer’s billing cycle. A Customer paying annually on a 40-hour plan receives 40 hours per month, not 480 hours upfront to use at will. The same applies to biannual and quarterly billing. Paying in advance over a longer term is a billing convenience only and does not change how hours are structured, allocated, or rolled over. The two-perio
3A.3 Hour balances, usage, and rollover status are visible to the Customer through Brief by Quarterly at any time.
3A.4 Clients may schedule design time in advance through Brief by Quarterly, subject to team availability. Advance bookings are accepted on a first-come, first-served basis. Scheduling in advance does not constitute a guarantee of delivery within a specific timeframe unless separately agreed in writing.
3A.5 We plan and resource our team based on the assumption that hours will be used at a broadly even pace across the billing period. As a guide, a 40-hour plan equates to approximately two hours of support per working day. Requests that significantly exceed this expected daily pace may be subject to scheduling at our discretion, with reasonable notice given to the Customer. We will always aim to accommodate demand and will communicate proactively if capacity constraints apply. Advance scheduling via Brief by Quarterly is available to help plan around busier periods.
3A.6 Top-up hours may be purchased at any time and are added to the Customer’s balance upon payment. The purchase of top-up hours does not guarantee immediate capacity or a specific turnaround time. Top-up hours are fulfilled subject to team availability, in the same way as subscription hours. Clients wishing to use additional hours at short notice are encouraged to schedule in advance through Brief by Quarterly to avoid delays.
3A.7 Hours may only be used for design services that fall within the scope of the Customer’s active plan type, as set out below.
Professional plan covers the following capabilities:
Branding and Identity
Digital and Web
Icons and Illustrations
Pitch Decks and Presentations
Print and Exhibitions
Static Social Content
UI, UX and Web Design
Dynamic plan covers all Professional capabilities, plus:
Video Editing
Animated Social Content
Explainer Videos
Podcast Production (audio and video)
Any work falling outside the Customer’s plan capabilities will be considered on a goodwill basis at our discretion, subject to team availability and agreement in writing. Hours may not be applied across plan types unless separately agreed in writing.
4. Supplier’s Responsibilities
4.1 We provide creative design support based on your selected plan.
4.2 Services and deliverables are supplied “as-is” – it’s your responsibility to ensure they fit your needs.
4.3 We expect you to proof all work. We’re not liable for any errors once work is approved.
4.4 We aim to meet turnaround expectations but do not guarantee specific deadlines.
4.5 Amends are at the Customer’s discretion and are drawn from their hour balance. There is no fixed limit on rounds of amends; hours may be used however the Customer sees fit within the scope of their plan.
4.6 Briefs must be submitted through Brief by Quarterly, our client portal, or any other workflow tool agreed in writing.
4.7 Requests sent after 3pm or on non-business days are treated as received at 9am on the next business day.
4.8 If we require clarification from you, delivery timelines reset until we receive the missing information.
4.9 We’ll assign a primary designer for consistency but may change them as needed.
4.10 If no feedback is received on a delivered piece of work within 14 calendar days, we may treat the work as approved and close the task. Hours consumed up to that point will be deducted from the Customer’s balance.
4. Supplier’s Responsibilities
4.1 We provide creative design support based on your selected plan.
4.2 Services and deliverables are supplied “as-is” – it’s your responsibility to ensure they fit your needs.
4.3 We expect you to proof all work. We’re not liable for any errors once work is approved.
4.4 We aim to meet turnaround expectations but do not guarantee specific deadlines.
4.5 Amends are at the Customer’s discretion and are drawn from their hour balance. There is no fixed limit on rounds of amends; hours may be used however the Customer sees fit within the scope of their plan.
4.6 Briefs must be submitted through Brief by Quarterly, our client portal, or any other workflow tool agreed in writing.
4.7 Requests sent after 3pm or on non-business days are treated as received at 9am on the next business day.
4.8 If we require clarification from you, delivery timelines reset until we receive the missing information.
4.9 We’ll assign a primary designer for consistency but may change them as needed.
4.10 If no feedback is received on a delivered piece of work within 14 calendar days, we may treat the work as approved and close the task. Hours consumed up to that point will be deducted from the Customer’s balance.
5. Customer Responsibilities
5.1 You must:
Cooperate with us and provide clear, complete briefs.
Submit work through our workflow system (Brief by Quarterly unless otherwise agreed).
Respond to queries promptly to avoid delays.
5.2 If you delay our work, we’re entitled to extend timelines accordingly.
5.3 Fair Use. Hour allocations are designed to support a reasonable and consistent flow of design work across the billing period. We plan our team’s capacity on the basis that hours will be distributed broadly evenly over time. A 40-hour plan, for example, equates to approximately two hours of support per working day. Requests that significantly exceed the expected daily pace may be scheduled at our discretion, with reasonable notice given. We will always aim to accommodate demand and will communicate proactively if capacity constraints apply.
5. Customer Responsibilities
5.1 You must:
Cooperate with us and provide clear, complete briefs.
Submit work through our workflow system (Brief by Quarterly unless otherwise agreed).
Respond to queries promptly to avoid delays.
5.2 If you delay our work, we’re entitled to extend timelines accordingly.
5.3 Fair Use. Hour allocations are designed to support a reasonable and consistent flow of design work across the billing period. We plan our team’s capacity on the basis that hours will be distributed broadly evenly over time. A 40-hour plan, for example, equates to approximately two hours of support per working day. Requests that significantly exceed the expected daily pace may be scheduled at our discretion, with reasonable notice given. We will always aim to accommodate demand and will communicate proactively if capacity constraints apply.
6. Non-Solicitation
You agree not to hire or solicit our staff for 6 months after the agreement ends. If you do, a fee of 20% of their annual salary or fee will be due.
6. Non-Solicitation
You agree not to hire or solicit our staff for 6 months after the agreement ends. If you do, a fee of 20% of their annual salary or fee will be due.
7. Charges and Payment
7.1 Subscription fees purchase a defined monthly hour allocation for the relevant term. The service period commences on the billing date. Card and direct debit payments are taken in advance. Where payment is made by invoice, payment in advance is preferred; unless otherwise agreed in writing, invoices are due within 30 days of the invoice date.
7.2 For monthly plans, payments are taken on the same day each month. If the date does not exist (e.g. the 31st), we charge on the closest earlier day. For quarterly, biannual, and annual plans, the full term fee is charged upfront at the start of each term.
7.3 We may adjust pricing with 30 days’ notice, no more than once per calendar year. Price changes do not apply mid-term for quarterly, biannual, or annual clients; the new rate takes effect at the next renewal.
7.4 Late payments incur 6% interest above the Bank of England base rate. We may pause services until payment resumes.
7.5 Charges exclude VAT. Payment must be made in full without deductions.
7.6 Hour balances are allocated monthly at the start of each calendar month within the term. Unused hours roll over for up to two subsequent months. Hours that remain unused beyond this window expire automatically and are non-refundable. Expired hours do not entitle the Customer to a credit or extension, regardless of billing cycle.
7. Charges and Payment
7.1 Subscription fees purchase a defined monthly hour allocation for the relevant term. The service period commences on the billing date. Card and direct debit payments are taken in advance. Where payment is made by invoice, payment in advance is preferred; unless otherwise agreed in writing, invoices are due within 30 days of the invoice date.
7.2 For monthly plans, payments are taken on the same day each month. If the date does not exist (e.g. the 31st), we charge on the closest earlier day. For quarterly, biannual, and annual plans, the full term fee is charged upfront at the start of each term.
7.3 We may adjust pricing with 30 days’ notice, no more than once per calendar year. Price changes do not apply mid-term for quarterly, biannual, or annual clients; the new rate takes effect at the next renewal.
7.4 Late payments incur 6% interest above the Bank of England base rate. We may pause services until payment resumes.
7.5 Charges exclude VAT. Payment must be made in full without deductions.
7.6 Hour balances are allocated monthly at the start of each calendar month within the term. Unused hours roll over for up to two subsequent months. Hours that remain unused beyond this window expire automatically and are non-refundable. Expired hours do not entitle the Customer to a credit or extension, regardless of billing cycle.
8. Intellectual Property
8.1 Once fully paid, we transfer all rights in the deliverables to you.
8.2 You may not re-use or resell stock images used in deliverables outside of the context provided.
8.3 We retain the right to use completed work in our portfolio unless otherwise agreed.
8.4 We are not liable for infringement issues arising from any content you provide.
8. Intellectual Property
8.1 Once fully paid, we transfer all rights in the deliverables to you.
8.2 You may not re-use or resell stock images used in deliverables outside of the context provided.
8.3 We retain the right to use completed work in our portfolio unless otherwise agreed.
8.4 We are not liable for infringement issues arising from any content you provide.
9. Insurance
We maintain appropriate professional indemnity insurance and can provide proof upon request.
9. Insurance
We maintain appropriate professional indemnity insurance and can provide proof upon request.
10. Compliance
We comply with UK and EU data protection and business laws. You must also comply with all relevant laws.
10. Compliance
We comply with UK and EU data protection and business laws. You must also comply with all relevant laws.
11. Data Protection
This section outlines GDPR compliance, data controller/processor roles, and our obligations in handling Customer and Supplier data. Full data handling terms are in Schedule 1 (Section 17).
11. Data Protection
This section outlines GDPR compliance, data controller/processor roles, and our obligations in handling Customer and Supplier data. Full data handling terms are in Schedule 1 (Section 17).
12. Confidentiality
Both parties agree to keep each other’s confidential information private during and for two years after the agreement ends.
12. Confidentiality
Both parties agree to keep each other’s confidential information private during and for two years after the agreement ends.
13. Liability
Our liability is capped at the higher of £500 or the total fees paid in the last 12 months. We’re not liable for indirect losses, delays caused by client inaction, or loss of profit.
13. Liability
Our liability is capped at the higher of £500 or the total fees paid in the last 12 months. We’re not liable for indirect losses, delays caused by client inaction, or loss of profit.
14. Termination
Either party can terminate a monthly plan if the other breaches the agreement and does not fix it within 14 days of notice. We can also terminate if payments are late by 14 or more days or there is a change of control.
Customers on quarterly, biannual, or annual plans are committed for the full duration of their term. Early cancellation is not permitted and the full term fee remains payable. In the event of a material breach by us that is not remedied within 14 days of written notice, the Customer may exit early without further liability.
On cancellation or expiry of any plan:
For monthly plans, the Customer retains access to their remaining hour balance and may continue to submit work until the final day of their current billing period.
For locked-in plans, hours remain accessible until the final day of the contracted term.
Any hours remaining unused at the end of the final period are forfeited and non-refundable. No extension is granted beyond the last day of the subscription term.
All outstanding fees must be paid in full.
We’ll return or delete your materials on request.
We’ll provide all deliverables created up to the point of termination.On termination:
You must pay all outstanding fees.
We’ll return or delete your materials on request.
We’ll provide all deliverables created up to the point of termination.
14. Termination
Either party can terminate a monthly plan if the other breaches the agreement and does not fix it within 14 days of notice. We can also terminate if payments are late by 14 or more days or there is a change of control.
Customers on quarterly, biannual, or annual plans are committed for the full duration of their term. Early cancellation is not permitted and the full term fee remains payable. In the event of a material breach by us that is not remedied within 14 days of written notice, the Customer may exit early without further liability.
On cancellation or expiry of any plan:
For monthly plans, the Customer retains access to their remaining hour balance and may continue to submit work until the final day of their current billing period.
For locked-in plans, hours remain accessible until the final day of the contracted term.
Any hours remaining unused at the end of the final period are forfeited and non-refundable. No extension is granted beyond the last day of the subscription term.
All outstanding fees must be paid in full.
We’ll return or delete your materials on request.
We’ll provide all deliverables created up to the point of termination.On termination:
You must pay all outstanding fees.
We’ll return or delete your materials on request.
We’ll provide all deliverables created up to the point of termination.
15. Force Majeure
We’re not liable for delays caused by events outside our control (e.g. natural disasters, power outages). If such an event continues for 4 or more weeks, either party may end the agreement with 14 days’ notice.
15. Force Majeure
We’re not liable for delays caused by events outside our control (e.g. natural disasters, power outages). If such an event continues for 4 or more weeks, either party may end the agreement with 14 days’ notice.
16. General
You cannot transfer this agreement to someone else without our consent.
This agreement is governed by English law.
Any disputes are to be settled in the courts of England and Wales.
Email counts as “written notice.”
16. General
You cannot transfer this agreement to someone else without our consent.
This agreement is governed by English law.
Any disputes are to be settled in the courts of England and Wales.
Email counts as “written notice.”
17. Data Processing Overview
We process personal data only to deliver the Services and contact your team. Data includes name, job title, and work contact details. It is stored securely and never shared externally unless legally required.
Our full privacy policy is available at: https://www.quarterly.co.uk/privacy-policy