1. Sarah Watts of 88 Leaders Way, Lutterworth, LE17 4YW (the "Designer"); and
2. The "Client".
Together "the Parties"
AGREEMENT
1. Definitions
1.1 The following terms apply to this Agreement:
"Agreement" means this Agreement including any Schedules, and any amendments to this Agreement [made and agreed in writing]
"Charges" means the following amounts:
(a) the amounts specified in Part 5 of Schedule 1: Services Particulars, and
(b) such amounts as may be agreed in writing by the parties from time to time;
"Deliverables" means the services as specified in Part 2 of Schedule 1: Services Particulars that the Designer has agreed to deliver to the Client under this Agreement;
"Effective Date" means the date of execution of this Agreement;
"Intellectual Property Rights" means all intellectual property rights wherever in the world, whether registrable or unregistrable, registered or unregistered, including any application or right of application for such rights (and these "intellectual property rights" include copyright and related rights, database rights, confidential information, trade secrets, know-how, business names, trade names, trade marks, passing off rights, unfair competition rights, patents, and rights in designs);
"Schedule" means any schedule attached to the main body of this Agreement;
"Services" means the design and VA services specified in Part 1 of Schedule 1: Services Particulars;
"Term" means the term of this Agreement, commencing in accordance with Clause 2.
2. Term
2.1 This Agreement shall come into force upon the Effective Date.
2.2 This Agreement shall continue in force, subject to termination in accordance with clause 11, for a period of three months "the Initial Term".
3. Services and Service Standard
3.1 The Designer shall provide the Services to the Client in accordance with this Agreement.
3.2 The Designer shall provide the Services in accordance with the standards of skill and care reasonably expected from a Creative Designer and VA.
4. Deliverables
4.1 The Designer shall deliver the Deliverables to the Client.
4.2 The Designer shall use reasonable endeavours to ensure that the Deliverables are delivered to the Client in accordance with the timetable set out in Part 3 of Schedule 1: Services Particulars.
4.3 In the event that either the Designer or the Client are unable to attend a session due to illness, at least 24 hours’ notice must be given to the other party via email or text message/WhatsApp Message. Where possible any missed sessions will be rearranged as close as possible to the original session date.
4.4 Both parties accept and agree that in entering into the service term (the two–three weeks) they expect to be able to attend all sessions as agreed within the term.
5. Licence
5.1 The Designer hereby grants to the Client a non-exclusive, non-transferrable, royalty-free, worldwide, personal licence to use, copy, maintain and store any Client Materials in Part 5 of Schedule 1: Services Particulars provided during the service period.
5.2 The Designer shall retain the copyright in all Designer Materials.
5.3 This licence does not allow the Client to copy, distribute, adapt, edit or share the Client Materials with third parties.
6. Charges
6.1 The Client shall pay the Charges to the Designer in accordance with the fees set out in Schedule One of this Agreement.
6.2 All amounts stated in or in relation to this Agreement are, unless the context requires otherwise, stated inclusive of any applicable value added taxes.
7. Payments
7.1 The Designer shall issue invoices for the Charges to the Client in advance of the delivery of the relevant Services to the Client.
7.2 The Client must pay the Charges to the Designer before services under this Agreement can commence. Where payment is made by instalment throughout the Agreement, payments should be made in accordance with the invoicing dates set out in Part 5 of Schedule 1: Services Particulars.
7.3 The Client must pay the Charges by debit card, credit card, direct debit or bank transfer.
7.4 If the Client does not pay any amount properly due to the Designer under this Agreement, the Designer may:
(a) Charge the Client interest on the overdue amount at the rate of 8% per annum above the Bank of England base rate from time to time (which interest will accrue daily until the date of actual payment and be compounded at the end of each calendar month).
8. Refunds
8.1 Should the Client change their mind about proceeding with this Agreement within the first 7 days of the Effective Date the Client shall be released from the Agreement and a refund provided.
8.2 Refund requests should be made in writing to [email protected] and a full refund will be provided within 10 working days from the date of the request.
8.3 In the event that one or more sessions have already taken place within the first 7 days following execution of this contract, the Client is still entitled to request a refund but the value of the session(s), shall be deducted from the amount paid by the Client, along with any reasonable costs which have been incurred by the Designer. The value of any sessions which have been provided (or deemed provided due to late cancellation), will be determined pro-rata and will include any preparatory time completed by the Designer.
8.4 There is no obligation on the Designer to refund any amounts paid where cancellation requests are made following the 7 day cancellation period.
8.5 Should the Client wish to obtain a refund outside of the 7 day cancellation period they should set out their request in writing and send it to [email protected].
9. Warranties
9.1 The Designer warrants to the Client that:
(a) the Designer has the legal right and authority to enter into this Agreement and to perform its obligations under this Agreement; and
(b) the Designer has or has access to all necessary know-how, expertise and experience to perform its obligations under this Agreement.
9.2 The Client warrants to the Designer that:
(a) The Client has the legal right and authority to enter into this Agreement and to perform its obligations under this Agreement; and
(b) The Client shall indemnify the Designer against any costs, liability, damages, expenses, losses or claims which are incurred as a result of any breach of the terms of this Agreement.
9.3 All of the parties’ warranties and representations in respect of the subject matter of this Agreement are expressly set out in this Agreement. To the maximum extent permitted by applicable law, no other warranties or representations concerning the subject matter of this Agreement will be implied into this Agreement or any related contract.
10. Limitations and Exclusions of Liability
10.1 Nothing in this Agreement will:
(a) limit or exclude any liability for death or personal injury resulting from negligence;
(b) limit or exclude any liability for fraud or fraudulent misrepresentation;
(c) limit any liabilities in any way that is not permitted under applicable law; or
(d) exclude any liabilities that may not be excluded under applicable law.
10.2 The limitations and exclusions of liability set out in this Clause 10 and elsewhere in this Agreement:
(a) are subject to Clause 10.1; and
(b) govern all liabilities arising under this Agreement or relating to the subject matter of this Agreement, including liabilities arising in contract, in tort (including negligence) and for breach of statutory duty, except to the extent expressly provided otherwise in this Agreement.
10.3 The Designer shall not be liable to the Client in respect of any loss or damage which may arise as a result of this Agreement.
10.4 The Designer shall not be responsible for any decisions taken or not taken by the Client. The Designer cannot guarantee results or outcomes of any kind or over any period.
10.5 From time to time the Designer may share testimonials or results achieved by other clients. Such testimonials are not an inducement and do not act as a guarantee that similar results will be achieved by the Client.
10.6 The Designer is reliant on the Client to provide open and honest disclosure of their circumstances. The Designer shall not be liable to the Client in respect of any situation whereby full disclosure and information is not provided.
10.7 From time to time during the provision of the Services the Designer may make recommendations for additional professional support from third parties. The Designer shall not be responsible for the provision of any services by any third parties and makes no guarantee in respect of any recommendations.
10.8 None of the services delivered by the Designer shall be construed as medical, financial or legal advice and the Client should seek input from qualified professionals in these specialisms.
10.9 In the event that the Client does incur damages as a result of this Agreement, the entire liability is limited to the total Fee paid at the time of any alleged loss.
11. Termination
11.1 Either party may terminate this Agreement by giving to the other party at least 30 days’ written notice of termination.
11.2 Either party may terminate this Agreement immediately by giving written notice of termination to the other party if the other party commits a material breach of this Agreement. Written notice must be sent to the address as set out as the appropriate address for the party in the recitals of this Agreement.
11.3 Either party may terminate this Agreement immediately by giving written notice of termination to the other party if the Designer ceases to conduct all (or substantially all) of its business, if either party dies, or as a result of illness or incapacity, becomes incapable of managing their own affairs.
12. Effects of Termination
12.1 Upon the termination of this Agreement, all of the provisions of this Agreement shall cease to have effect, save that the following provisions of this Agreement shall survive and continue to have effect (in accordance with their express terms or otherwise indefinitely): Clauses 1, 5, 7, 8, 10, 11, 12, 13.2, 14 and 18.
13. Status of Designer
13.1 The Designer is not an employee of the Client, but an independent contractor.
13.2 The termination of this Agreement will not constitute unfair dismissal; nor will the Designer be entitled to any compensation payments, redundancy payments or similar payments upon the termination of this Agreement.
13.3 The Designer agrees that it is responsible for making any necessary payments and declarations in respect of Income Tax, National Insurance Contributions and any other liabilities on their behalf that may arise from entering into this agreement. The Designer agrees to indemnify the Client against any such liabilities that may arise in the future in respect of this agreement.
14. Confidential Information
14.1 The Designer acknowledges that in the course of the Engagement it will have access to confidential information. The Designer agrees to accept the restrictions in this clause 14.
14.2 The Designer shall not (except in the proper course of the provision of the agreed Services) either during the Engagement or at any time after the Term, use or disclose to any person, organisation or company and shall use its best endeavours to prevent the publication of, any confidential information or the Client’s intellectual property. This restriction does not apply to any use or disclosure authorised by the Client or required by law. Neither does it apply to any information which is already in, or comes into, the public domain, otherwise than through the Designer’s unauthorised disclosure of the same.
14.3 The Designer is permitted to share that there is a working relationship between the Parties. Any sharing on social media will be limited to e.g. sharing testimonials written by and approved by the Client and/or re-posting any posts by the Client which directly refer to the Designer via Instagram and/or using testimonials with permission. Screenshots of messages may also be used but these will remain anonymous with the Parties’ names covered/removed. The Client will not upload, post, forward or link to any of the following types of material on social media:
a) false and defamatory statements about the Designer or Sarah On Branding;
b) confidential information about the Designer or any of Sarah On Branding’s staff (which the Client does not have explicit written consent to share);
c) any other statement likely to create any liability of whatever nature.
15. Data Protection
15.1 The Designer shall only process personal data:
1. as described in this Agreement as incidental to the performance of this Agreement;
2. for the duration of, but in no event longer than necessary, to complete this Agreement;
3. with the legal basis of the processing of data being for the performance of this Agreement.
15.2 The nature and purpose of the processing shall be in accordance with the performance of this Agreement which is expressly not intended to be a data processing agreement and any personal data processed is incidental to the performance of the Services.
15.3 The obligations and rights of the Designer are to maintain the confidentiality of the personal data of the Client, process the personal data in accordance with the purpose and to communicate with the Client.
15.4 The Designer must implement appropriate technical and organisational measures to ensure an appropriate level of security is applied to the personal data processed.
16. Intellectual Property
16.1 As part of the delivery of the services the Designer may provide access to frameworks, materials and resources under licence. These materials shall include, but not be limited to, project documents, workbooks, design materials and resources.
16.2 The Designer will grant to the Client a personal, limited, non-transferable, non-exclusive, revocable licence to access and use the materials and resources provided as part of the Programme solely for the Client’s business purposes and for the purposes as intended by this Agreement.
16.3 The Client must not use any of the materials or resources provided by the Designer during delivery of the Programme for:
a. any commercial purpose or benefit without first obtaining the Designer’s express written permission and relevant licence if applicable;
b. any unlawful purposes, that could cause harm or distress to another person or could cause damage to our business or reputation.
16.4 By entering into this Agreement the Client hereby agrees and undertakes:
a. not to infringe any of the Designer’s copyrights, patents, trademarks, trade secrets or other intellectual property rights;
b. that any confidential information disclosed by the Designer is confidential and proprietary and belongs solely and exclusively to the Designer that disclosed it;
c. not to disclose such confidential information to any other person or use it in any manner other than in discussion during Programme sessions;
d. that all materials, information and any data provided by the Designer are the Designer’s confidential and proprietary intellectual property and belong solely and exclusively to them, and may only be used by the Client as expressly authorised by the Designer; and
e. the reproduction, distribution, and/or sale of any information or materials provided during provision of the services or at any time thereafter by anyone but the Designer is strictly prohibited. The Client agrees that in the event of any breach of their obligations contained in this Agreement then damages, loss or irreparable harm may arise and that in such circumstances the Designer will be entitled to seek relief, including injunctive relief against the Client.
17. Complaints
17.1 Should the Client be unhappy with the service provided by the Designer they must comply with the Complaints Procedure as set out in Schedule 2: Complaints Procedure.
18. Subcontracting
18.1 Subject to any express restrictions elsewhere in this Agreement, the Designer may subcontract any of its obligations under this Agreement, providing that the Designer must give to the Client, promptly following the appointment of a subcontractor, a written notice specifying the subcontracted obligations and identifying the subcontractor in question.
18.2 The Designer shall remain responsible to the Client for the performance of any subcontracted obligations.
19. Use of Artificial Intelligence (AI) Tools
19.1 At all times the Designer shall deliver their services transparently and using the most appropriate tools to deliver the necessary outcomes for the Client. Where AI is being used, such as for recording or notetaking, this shall be done in accordance with the Designer’s AI policy which may vary from time to time. For full details reference should be made to the AI Policy.
19.2 The Client agrees at all times to communicate with the Designer in a transparent manner and not via AI tools or by constructing AI responses.
20. General
20.1 No breach of any provision of this Agreement shall be waived except with the express written consent of the party not in breach.
20.2 If any provision of this Agreement is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions of this Agreement will continue in effect. If any unlawful and/or unenforceable provision would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect (unless that would contradict the clear intention of the parties, in which case the entirety of the relevant provision will be deemed to be deleted).
20.3 This Agreement may not be varied except by a written document signed by or on behalf of each of the parties.
20.4 Neither party may without the prior written consent of the other party assign, transfer, charge, license or otherwise deal in or dispose of any contractual rights or obligations under this Agreement.
20.5 This Agreement is made for the benefit of the parties, and is not intended to benefit any third party or be enforceable by any third party. The rights of the parties to terminate, rescind, or agree any amendment, waiver, variation or settlement under or relating to this Agreement are not subject to the consent of any third party.
20.6 This Agreement shall constitute the entire agreement between the parties in relation to the subject matter of this Agreement, and shall supersede all previous agreements, arrangements and understandings between the parties in respect of that subject matter.
20.7 This Agreement shall be governed by and construed in accordance with English law.
20.8 The courts of England & Wales shall have exclusive jurisdiction to adjudicate any dispute arising under or in connection with this Agreement.
EXECUTION
The parties have indicated their acceptance of this Agreement by executing the payment.
SCHEDULE 1: SERVICES PARTICULARS
1. Specification of Services
1.1 Sarah On Branding agrees to provide design and VA services to the Client under one or more of the following named service offerings: Feed Envy, Delulu Banners, Brand Bites, VA Services, and/or the Brand Ecosystem Accelerator. Services may include, but are not limited to:
• Assessment of current social media presence, brand identity, and strategy.
• Development of a personalised brand and content plan.
• Guidance on content creation, scheduling, and brand consistency.
• Designing social media content (Canva graphics and/or written copy).
• Designing business banners, slide decks, and other branded visual assets.
• Brand strategy consultancy and ecosystem development.
• Virtual assistant support including administrative and creative tasks.
• Ongoing support and feedback within the agreed service period.
1.2 The specific services to be provided will be detailed in the selected package and/or onboarding document.
2. Service Descriptions
2.1 The following describes the named service offerings available from Sarah On Branding. The Client’s selected offering will be confirmed in the onboarding document or service proposal accepted by the Client.
Feed Envy
A done-for-you Instagram feed design service. Sarah On Branding creates a cohesive, branded Canva template suite tailored to the Client’s brand identity, including post graphics, carousel templates, and supporting content assets. Delivered as editable Canva files or PNG exports depending on the selected package tier.
Delulu Banners
A bespoke business banner design service. Sarah On Branding creates eye-catching, brand-aligned digital and/or print-ready banners. This may include event banners, promotional graphics, slide deck headers, course covers, and other business-facing visual assets as agreed.
Brand Bites
A series of bite-sized, ready-to-use branded content pieces designed for quick deployment across social media platforms. Brand Bites include short-form graphics, caption frameworks, and template sets aligned with the Client’s brand voice and visual identity.
VA Services
An ongoing virtual assistant retainer providing administrative and creative support as agreed in the onboarding document. Services may include content scheduling, Canva editing, caption writing, research tasks, inbox organisation, and other agreed activities within the scope of the retainer.
Brand Ecosystem Accelerator
A comprehensive brand strategy and design programme. Sarah On Branding works with the Client to build a full brand ecosystem encompassing brand identity, visual direction, content strategy, and implementation-ready templates. This may include strategy sessions, brand guidelines, and a suite of branded assets as outlined in the programme scope.
2.2 Where the Client has purchased more than one service offering, each offering shall be subject to the terms of this Agreement. Any variation in deliverables, timelines, or fees between offerings will be set out in the relevant onboarding document or service proposal.
3. Client Responsibilities (Retainer-Specific)
3.1 The Client agrees to:
• Provide timely content prompts, branding assets, and direction needed to begin work each month.
• Review content within five (5) business days of delivery.
• Respect feedback windows and revision policies as outlined above.
4. Scope of Work & Boundaries
4.1 Services are strategy-informed and creatively executed, but Sarah On Branding is not liable for post-performance metrics, algorithm changes, or audience response.
4.2 This is a done-for-you design and content writing service within a design and consultancy capacity. Sarah On Branding’s role does not extend to implementation or platform performance management.
4.3 Content delivery dates may shift based on delayed client feedback, non-receipt of materials, or holidays. Sarah On Branding will communicate any scheduling adjustments proactively.
5. Ownership & Portfolio Use
5.1 The Client receives full usage rights to custom content created under this agreement.
5.2 Sarah On Branding retains the right to showcase non-branded versions of the designs (removing logos/names) in their portfolio, social media, or marketing materials.
6. Turnaround Times
6.1 Where the Client is responsible for providing the written copy (as per their selected package), Sarah On Branding’s turnaround time for Canva designs will be seven (7) working days from the date the copy is received in full.
6.2 For Feed Envy, Brand Bites, and Delulu Banners, turnaround time is typically seven (7) working days from the date all necessary brand information, copy, and content direction is received from the Client.
6.3 For the Brand Ecosystem Accelerator, delivery timelines will be set out in the programme scope document agreed at onboarding. Timelines are contingent on the Client completing any required tasks or providing materials between sessions.
6.4 For VA Services, tasks will be completed within the timeframes agreed at onboarding or as otherwise mutually agreed in writing.
6.5 If content or materials are submitted late or incomplete, all turnaround times may be extended accordingly.
6.6 In the event of unforeseen circumstances, emergencies, or delays beyond Sarah On Branding’s control, the Client will be notified as soon as possible and an adjusted delivery schedule will be proposed.
7. Fees
7.1 The Fee for the services has been outlined in the quote sent to and accepted by the Client.
7.2 There are two payment options. Payment in full or payment by monthly instalments.
7.3 Payment in full requires one payment of the full amount.
7.4 Alternatively, payment can be made by 2–6 monthly instalments. Payment is required monthly in advance with payment to be made by no later than the 28th day of each calendar month:
a. The first payment is due before the first session commences.
b. The second payment is due by no later than 1 month after payment 1.
c. The third payment is due no later than 1 month after payment 2 and so on.
7.5 All payments are to be made directly to the Designer via bank transfer, debit card, credit card, or PayPal in accordance with the payment information on the invoices raised.
7.6 In accepting the terms of this Agreement, the Client is confirming to pay the entire service fee. There will not be a refund, discount or option for part-payment of services if the Client decides not to proceed with the full service term.
8. Communication and Availability
8.1 Sessions and calls will be scheduled at mutually agreed-upon times between Monday and Friday, 9:00 AM to 4:00 PM UK time unless previously agreed.
8.2 Sarah On Branding will respond to emails and messages within 24–48 hours during business days.
8.3 Any changes to scheduled sessions require at least 48 hours’ notice. Failure to provide adequate notice may result in the session being forfeited.
9. Client Obligations
9.1 The Client accepts and understands that they are solely responsible for making decisions and taking appropriate action as a result of any matters reviewed or discussed during the Programme and that the Designer shall not be liable for the Client’s failure to make decisions, put into action plans or strategy, or for any results whether direct or indirect arising out of the Client’s participation in the Programme.
9.2 The Client understands and accepts that engagement in the Programme, and acceptance of the services, is not a substitute for counselling or other therapy services. If the Client is currently undergoing medical or other professional help concerning their mental health then the Client should inform their practitioner of the existence of this Agreement and the extent of the services being provided and inform the Designer if appropriate and relevant.
9.3 The Client acknowledges that it is their responsibility to attend the sessions as agreed and during such sessions to participate fully, and communicate openly and honestly. Further, the Client acknowledges that they will be required to take specific action and implement advice given throughout the Programme and such action will be their responsibility.
9.4 In the event the Client has any concerns as to the Designer’s delivery of the services or the Client’s participation in the Programme in any way, the Client agrees to notify the Designer of such concerns by email as soon as possible. The Designer agrees that upon receipt of notification of such concerns that the Designer will use all reasonable efforts to work with the Client to resolve the Client’s concerns.
9.5 The Client understands that, once signed, this Agreement can only be cancelled or terminated in accordance with the relevant provisions contained within this Agreement and that refunds only apply as set out in Clause 7.
9.6 The Client confirms that all information provided to the Designer, including information which is personal and/or confidential, is true, correct, up to date and complete.
9.7 The Client agrees and understands that participation in the Programme does not guarantee results or success. As part of the Programme the Client will have access to information, resources, people and support all designed to benefit the Client but it is the Client’s responsibility to take action and to implement the information received, or methodologies shared.
9.8 The Client accepts and understands that any materials and information provided during the Programme and delivery of the services is for general information purposes only and does not constitute legal or financial advice.
9.9 The Client agrees to indemnify and hold harmless the Designer for any action taken against the Designer due to the Client’s violation or disregard of:
(a) any provision of this Agreement;
(b) the Client’s participation in any way in the Programme.
10. Canva Templates, Banners & Creative Assets
10.1 As part of the design service (including Feed Envy, Delulu Banners, Brand Bites, and the Brand Ecosystem Accelerator), Sarah On Branding may create and deliver custom Canva templates and other creative assets tailored to the Client’s brand and content strategy.
10.2 These templates are designed for the Client’s personal or business use only and may not be shared, resold, or repurposed for other businesses or clients without Sarah On Branding’s written permission.
10.3 The Client will receive editable access to the templates in Canva if using the Feed Envy or Brand Ecosystem Accelerator service. If this is a retainer or Brand Bites package then assets will be received in PNG form unless otherwise agreed. Sarah On Branding retains the rights to the original template designs unless otherwise agreed upon in writing.
10.4 For Delulu Banners, the Client will receive final banner files in the format(s) agreed at onboarding (digital and/or print-ready). Editable Canva access is not included unless specifically agreed.
10.5 Each service includes 1 round of revisions as standard. Additional revisions may be charged at Sarah On Branding’s standard hourly rate, communicated in advance.
10.6 Turnaround time for all creative asset delivery is typically 7 business days from the date all necessary content and branding information is received from the Client.
10.7 The Client is responsible for reviewing and approving assets promptly. Delayed feedback may extend the delivery schedule.
11. Retainer Terms (VA Services)
11.1 For VA Services, the Client agrees to a minimum three to six (3–6) month commitment unless agreed otherwise. This term begins upon the date of first payment and renews monthly unless otherwise agreed in writing.
11.2 The VA Services retainer includes pre-agreed deliverables as outlined in the service proposal or onboarding document. Any tasks outside the agreed scope will be discussed and quoted separately.
11.3 VA Services are an operational support function – not a social media management agreement. Sarah On Branding is not responsible for post performance, community management, or strategic decisions unless these form part of an agreed scope.
11.4 All deliverables are provided in the format(s) agreed at onboarding and are intended for the Client’s use at their discretion.
12. Amendments & Revisions
12.1 For retainer packages and monthly content batches, the Client is entitled to one (1) round of amendments. This includes tweaks to graphics and/or captions as part of the collaborative feedback process.
12.2 For Feed Envy, Brand Bites, Delulu Banners, and the Brand Ecosystem Accelerator, one (1) round of revisions is included per deliverable batch or programme stage.
12.3 Additional revision rounds will be billed at Sarah On Branding’s current hourly rate, with prior notice and agreement.
12.4 Requests for revisions must be submitted within five (5) business days of content delivery; otherwise, content will be considered approved.
SCHEDULE 2: COMPLAINTS PROCEDURE
1. It is the intention of the Designer that the Client shall be entirely satisfied with the Services throughout the whole Engagement.
2. Should the Client at any time become unhappy with the services provided they should:
a. Set out the complaint, including any supporting evidence in writing, to [email protected].
b. Set out any cause of action sought e.g. an additional session due to the postponement of a session.
3. In response to the complaint, the Designer will:
a. Undertake an objective assessment of the complaint made, taking into account all of the circumstances and the conduct of the parties throughout the Agreement to date; and
b. Confirm the outcome of the complaint, including the factors considered in reaching the outcome and stating whether the complaint is upheld or rejected.
4. If the Client is not satisfied with the response to the complaint, the Parties will discuss and attempt to agree either further sessions or support. Costs may apply to such additional work and all costs are to be agreed in writing in advance.
5. Should it not be possible to resolve any dispute amicably between the Parties any matters arising from this Agreement shall be handled by an independent mediator, the costs of which will be shared 50:50 between the Parties.