These terms apply to the services Retainora provides to businesses, alongside the written proposal we agree with you. If the proposal and these terms differ, the proposal wins. Our services are for businesses, not consumers.

We provide email and SMS marketing services, including strategy, flow builds, campaign management, retention programmes, SMS, quizzes, design and platform migrations. The scope, fees and deliverables for each engagement are agreed in writing before work begins.

Fees are quoted in pounds sterling and invoiced in advance or as set out in the proposal. VAT is added where applicable. Invoices are due by the date shown on them; if payment is late we may pause delivery until it is cleared, and we reserve our rights under the Late Payment of Commercial Debts (Interest) Act 1998.

You agree to give us reasonable access to your marketing platforms and the information we need, and to make sure the people on your email and SMS lists have been collected and contacted lawfully — including under UK GDPR and the Privacy and Electronic Communications Regulations. We may pause work that depends on something we're waiting for from you.

Marketing results depend on many things outside our control. We work to a high standard, but we don't guarantee specific revenue, open rates or other outcomes. Examples and sample reports on this website are illustrative.

Where we handle personal data on your behalf — for example your customers' data in Klaviyo — you are the controller and we are your processor. We'll only process it on your documented instructions and in line with a data processing agreement meeting Article 28 of the UK GDPR, which forms part of our agreement with you. Our privacy policy explains how we handle our own business contacts' data.

We keep your business information confidential and only use it to deliver our services. We ask the same of you for our proposals, pricing and methods.

Your brand, content and data remain yours. Once paid for, work we create specifically for you is licensed to you to use in your business. Our underlying methods, templates and tools remain ours.

There is no lock-in. Monthly engagements can be paused or cancelled on the notice set out in your proposal. Fees for work already carried out are not refundable.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law. Otherwise, we are not liable for indirect or consequential loss or loss of profit, and our total liability under any engagement is limited to the fees you paid us for the services giving rise to the claim in the 12 months before it arose.

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If something goes wrong, talk to us first at hello@retainora.com — most things can be sorted quickly.