1.    Agreement to Terms.

These terms and conditions detail that the agreement made is between Jade Practice Support, and yourself and/or your practice.

2.    Trader Information.

Jade Practice Support is a trading name of Lucy Miller, a sole trader based in Leeds, England, United Kingdom. You can contact me at lucy@jadesupport.co.uk.

3.    Confidentiality & Data Handling.

All sensitive business information, client data and login information shared with me will remain strictly confidential and securely stored, all data that no longer serves purpose after our time together will be promptly and appropriately destroyed, you will be notified of any and all data that is due for deletion beforehand. This confidentiality undertaking does not apply where disclosure is required by law, requested by a regulatory or law enforcement authority, or where I reasonably believe disclosure is necessary to prevent harm to a client or third party.

4.    Payments & Invoicing.

Payments are made via invoice, once an invoice has been issued, you will have 14 days to complete payment through Direct Bank Transfer (BACS) unless otherwise agreed in writing ahead of time. Please note: Unless otherwise agreed, work will not begin until payment, or deposit has been made/confirmed.

5.    Rescheduling & Cancellations.

I operate on a 24-hour cancellation and reschedule period, wherein you are free to cancel, rearrange or adjust the timing of our consultation or planned work up until 24 hours before the agreed upon date and time.
While rescheduling with more than 24 hours' notice will always be accommodated at no extra cost, more than 3 reschedules within a rolling 2-month period will incur a £20 rebooking fee per further reschedule within that period, regardless of notice given. Where a reschedule is both late (within 24 hours) and counted within this 2- month limit, only one £20 fee will apply, never both.
For Rescheduling:

·       More than 24 hours before agreed upon time: Life happens! I completely understand if you need to reschedule, please let me know via email at your earliest convenience and I will happily move your session to a date that suits you at no extra cost.

·       Within 24 hours’ notice: I know that unexpected illness, flare- ups or life emergencies occur. If you need to reschedule within 24 hours of our session,  each client gets 1 free last-minute rebooking per year, any following last-minute rescheduling will lead to a £20 rebooking fee.

For Cancellations:

·       More than 24 hours before agreed upon time: If you do decide to cancel your booking entirely with more than 24 hours’ notice, you will receive a full refund within 5-7 working days, minus any pre- consultation work that has already been completed.

·       Within 24 hours’ notice: If you cancel within 24 hours of our scheduled consultation, 50% of the package fee will be retained to cover the dedicated time blocked and the pre-consultation work already undertaken, the remaining will be refunded to you within 5-7 working days.

6.    Low-Capacity & Low-Energy Days

I know that energy levels, health flare-ups, chronic illness, and burnout fluctuate! If you are having a low-capacity week or experiencing a flare-up:

·       No Explanation Needed: You are welcome to send a quick, simple update (e.g., "I'm on low capacity this week") or use an agreed emoji. You will never owe me an explanation or have to perform.

·       Flexible Project Pacing: We can simply pause active project check-ins or let me handle quiet background tasks until your energy returns.

·       Pause & Resume: If a response delay pushes our planned work past our original project timeline, your booking will be paused without penalty and moved to my next open slot so you can rest completely without guilt.

7.    Timekeeping & Transparency

I track all client work to the minute using Clockify to ensure complete transparency, accuracy, and fairness.

·       For Monthly Retainers: Your logged time is monitored continuously throughout the month to keep you comfortably within your allocated hours. If we approach your monthly threshold, I will notify you in advance so we can either prioritize key tasks or agree on additional hours.

·       For Mid-Project Adjustments: Should a fixed-fee project or retainer end prematurely, your invoice or refund will be calculated precisely based on the actual time logged in Clockify at my standard rate of £45/hour.

8.    Client Responsibilities.

In my work I may at times ask for you to provide information such as links or photographs for me to involve in various services I offer, I would greatly appreciate that these requests are responded to and actioned within a timely manner.

You as the client deserve full and final say on any changes to your systems or profiles before they go live, and I welcome your input during our review process!

However, if delays in providing necessary information or extensive additional requests extend the project past our agreed completion date, any extra time required will be billed at my standard rate of £45/hour. Additionally, a new completion date will be provided so I can continue to honour commitments to other booked clients.

9.    Intellectual Property.

I do confirm that once the invoiced payment has been settled in full, the client owns the rights to:

·       Custom Marketing Copies written by me.

·       Social Media Posts.

·       Website Materials.

For downloadable PDF templates or digital guides purchased through my website: You are granted a personal, non-exclusive license to edit and use these materials within your own practice. Jade Practice Support retains full copyright, and these templates may not be resold, redistributed, or shared with third parties.

10.                       Governing Law

These terms shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

11.                       Limitation of Liability.

While I will dedicate full care and expertise to optimising your marketing profiles, branding, and practice management systems (such as WriteUpp), Jade Practice Support cannot guarantee specific outcomes, including client inquiry volumes, caseload numbers, or individual perceptions of productivity over time. The client remains responsible for managing their ongoing practice operations.

Jade Practice Support's total liability arising from or in connection with the services provided shall not exceed the total fees paid by the client for the specific service or package giving rise to the claim, or, in the case of ongoing retainer services, the total fees paid by the client in the 12 months preceding the claim.

Jade Practice Support shall not be liable for any indirect, special or consequential loss, including but not limited to, loss of profits, loss of clients, or loss of business opportunity, arising from the services provided.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.