Terms & Conditions

A booking is confirmed when the client accepts our written quotation or proposal, or otherwise confirms the booking in writing, and we acknowledge the booking.

By confirming a booking, the client agrees to these Terms & Conditions.

Each project may be subject to a separate quotation, proposal or written agreement setting out the agreed services, deliverables, fees, dates and any additional conditions. Where a project-specific agreement conflicts with these Terms & Conditions, the project-specific agreement will take precedence for that project.

We reserve the right to decline a booking at our discretion.

The services provided will be those agreed in writing before work begins. These may include photography, video production, short-form video content, pre-shoot consultations, shot-list preparation and content planning. Planning is provided to the extent included in the chosen package or agreed proposal; ongoing social media management, posting and caption writing are not included unless expressly agreed.

The agreed quotation or proposal will set out, as applicable:

• The scope of the project and services included.

• The agreed shoot date, location and duration.

• The expected deliverables and delivery format.

• The project fee or subscription price.

• Any agreed editing, revisions or additional services.

Any requests outside the agreed scope may incur additional charges. We will discuss and agree any additional costs with the client before undertaking the additional work.

Unless expressly agreed in writing, services do not include raw image files, unedited video footage, project files, additional shoot time, extensive retouching, paid advertising costs or third-party services. Any music or other third-party assets included in the finished content, their licensing arrangements and any additional costs will be confirmed before work begins.

Fees, deliverables and additional costs will be agreed in writing. Work outside the agreed scope requires the client’s approval.

Invoices are payable within 7 calendar days unless otherwise agreed. Required advance payments must be received before the relevant booking or service period begins.

One-off shoots: Payment arrangements for one-off and bespoke projects will be confirmed when booking.

Flexible bundles: Credits are paid individually in advance, before each credit is used, at the agreed bundle rate. No full upfront payment is required. For Complete, each payment covers both shoots included in that credit. Payment for any remaining unpaid credits is due when the 12-month bundle period expires.

Monthly subscriptions: Fees are payable monthly in advance.

Overdue undisputed payments may result in services being suspended following written notice and a reasonable opportunity to pay.

Changes, cancellations and rescheduling requests must be made by email. Replacement dates are subject to availability and the applicable package, bundle or subscription period.

At least 7 calendar days’ notice is required to cancel or reschedule without charge. Later changes or non-attendance may incur up to 50% of the affected shoot’s fee, capped at our reasonable net loss after accounting for savings, replacement bookings and payments already retained for that loss. Complete’s fee is divided equally between its two shoots unless otherwise agreed.

Cancelled shoots do not automatically use an entire credit or monthly allowance. Any charge, remaining allowance and replacement arrangements will be confirmed in writing. Cancelling a shoot does not end the underlying agreement or automatically extend its validity. The same loss will not be charged twice.

Unsuitable weather will result in rescheduling without charge subject to availability, with an appropriate extension where necessary. If Creative Serve cancels, an alternative date or appropriate extension, credit or refund will be offered.

Applicable statutory cancellation rights and remedies remain unaffected.

Packages include the shoot time, planning and deliverables agreed in writing. Content quantities are totals per package, not per shoot.

Complete:
Both shoots must take place within 30 calendar days of each other unless otherwise agreed. Priority scheduling is subject to availability and does not guarantee particular dates.

Monthly subscriptions:
Subscriptions provide the chosen package monthly, paid in advance, with a three-month minimum followed by a rolling monthly arrangement. Either party may cancel with 30 calendar days’ written notice by email, effective no earlier than the end of the minimum term.

Monthly periods run from the agreed start date to the day before the corresponding date the following month, using month-end where necessary. Both Complete shoots must fall within that period unless agreed otherwise. Unused allowances do not carry forward unless agreed.

Fees remain due until termination; payments for later periods will be refunded proportionately. Completed work remains due for delivery. Delays caused by Creative Serve will be addressed through rescheduling, an extension, credit or appropriate refund.

Flexible bundles:
Business bundles commit the client to 3 or 6 credits within 12 months. Each credit provides the chosen package in full; Complete includes two shoots. The total price, credit rate and validity dates will be confirmed before acceptance.

Credits are payable individually before use. Bundles cannot ordinarily be cancelled early: the full agreed price remains payable even if credits are unused, with any unpaid balance due at expiry, subject to applicable law and remedies for non-performance.

All shoots must take place before expiry. Unused credits expire without refund or carry-forward unless otherwise agreed or required by law. If Creative Serve cannot accommodate a request made with reasonable notice, an appropriate extension or refund will be offered. Bundles do not renew automatically. Consumer bundles require a separate agreement reflecting applicable rights.

Applicable statutory cancellation rights and remedies remain unaffected.

The client agrees to provide accurate information, reasonable access to the agreed location and any necessary cooperation required for us to perform the services.

The client is responsible for:

• Obtaining necessary permissions to access and photograph or film at the relevant venue or premises.

• Obtaining appropriate permissions, releases and consents from participants, employees, performers, parents or guardians, as applicable.

• Informing us of relevant venue rules, safeguarding requirements, restrictions and health and safety procedures before the shoot.

• Ensuring that any materials supplied to us, including logos, branding, music and other content, may lawfully be used for the agreed purpose.

• Reviewing and approving deliverables within any agreed timeframe.

For shoots involving children or vulnerable individuals, appropriate parental or guardian consent and any relevant safeguarding arrangements must be in place before filming or photography takes place.

We will take reasonable care when carrying out our services and will respect agreed access, privacy and safeguarding requirements. We may decline or stop work where we reasonably consider that it would be unsafe, unlawful or inconsistent with agreed safeguarding arrangements.

We will use reasonable professional skill and care in delivering the agreed services.

The client acknowledges that photography and video production involve creative judgement. Differences in personal taste or preference do not, by themselves, constitute a failure to provide the agreed service.

The agreed quotation will specify any included revisions. Where no revision allowance is specified, reasonable minor corrections may be agreed at our discretion.

Requests for substantial changes to an approved brief, additional edits or new deliverables may incur additional fees, which will be agreed before the extra work begins.

We will aim to meet agreed delivery dates but will notify the client if circumstances arise that may affect delivery.

Edited content will normally be delivered digitally within 7 calendar days of the relevant shoot, unless otherwise agreed in writing.

For packages involving multiple shoots, content from each session will normally be delivered within 7 calendar days of that session. Where a video combines footage from more than one session, its delivery deadline will run from the final shoot needed to complete it. The planned allocation of deliverables across sessions will be agreed during planning.

Unless otherwise agreed, delivery dates are estimates where dependent on factors outside our reasonable control, including client feedback, access, weather or third-party services.

We recommend that clients download and securely back up their delivered files promptly.

Unless a different retention period is agreed in writing, we may delete project files, raw footage and unselected images 90 days after final delivery. We do not guarantee long-term storage or future access to files after this period.

Copyright remains with Creative Serve unless otherwise agreed in writing.

Once the relevant package or project is paid in full, the client receives a non-exclusive licence to use final deliverables to promote its own business or organisation, including websites, organic social media, boosted posts, paid advertising, email and printed marketing. Unpaid future bundle credits do not restrict use of content from paid credits.

Clients may crop, resize and add branding or text, provided changes do not misleadingly represent the work or imply an unrelated endorsement by Creative Serve. Files may be shared with suppliers acting on the client’s behalf solely for permitted uses.

Resale, stock-library submission, independent third-party use and promotion of unrelated businesses require separate written permission.

Music and other third-party assets remain subject to their own licences. Relevant restrictions will be identified when those assets are agreed; permission to use Creative Serve’s work does not override them.

Unless otherwise agreed in writing, Creative Serve may use selected final deliverables for its own portfolio, website, social media, case studies and promotional materials.

We will take account of reasonable confidentiality requests and any agreed restrictions on publication.

Where use of an identifiable person's image requires consent or another lawful basis, we will ensure that our own promotional use is appropriately authorised. The client is responsible for the permissions and consents it must obtain under Section 7.

For projects involving children, confidential material or restricted venues, portfolio use should be expressly discussed and agreed before publication.

The client should notify us in writing before the shoot if portfolio use is prohibited or restricted.

We will take reasonable steps to protect confidential information supplied by the client and will use it only as reasonably necessary to provide our services, administer our business or comply with legal obligations.

We will handle personal data in accordance with applicable UK data protection legislation, including the UK GDPR and Data Protection Act 2018, as applicable.

The client is responsible for ensuring that any personal data or permissions it supplies to us may lawfully be shared for the agreed purposes.

Further information about how personal data is handled may be provided in our Privacy Policy.

Where a project requires third-party materials or services, such as music, stock assets, specialist equipment, venue hire or other suppliers, any additional costs and relevant usage restrictions will be discussed with the client where reasonably practicable.

Third-party content remains subject to the relevant owner's terms and licensing conditions. The client must not assume that a licence obtained for one purpose permits every subsequent use.

We are not responsible for third-party platforms, their availability, their policies or changes to their functionality.

We will exercise reasonable professional skill and care when providing our services.

To the extent permitted by law, we will not be liable for indirect or consequential losses, or for losses arising from circumstances outside our reasonable control.

For business-to-business projects, our total aggregate liability arising out of or in connection with a particular project will not exceed the total fees paid or payable to Creative Serve for that project, to the extent that such a limitation is reasonable and enforceable under applicable law.

Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

Where the client is a consumer, nothing in these Terms & Conditions affects statutory rights or protections that apply to consumer contracts.

We will not be responsible for delays or failure to perform caused by circumstances reasonably beyond our control, such as severe weather, illness, accidents, transport disruption, venue closures, equipment failure despite reasonable precautions, or government restrictions.

We will notify the client as soon as reasonably practicable and discuss appropriate alternatives, including rescheduling or any refund required by law or the circumstances.

If the client has a concern about our services, they should contact us promptly at hello@creativeserve.co.uk, explaining the issue and providing relevant details.

We will make reasonable efforts to investigate the concern and resolve it fairly.

Both parties agree to make reasonable efforts to resolve disputes through discussion before commencing formal proceedings, where appropriate.

We may update these Terms & Conditions from time to time.

The version applicable to a particular booking will normally be the version in force when that booking is confirmed, unless a change is agreed in writing or is required by law.

We will not rely on a website update alone to impose materially different terms retrospectively on an existing booking.

These Terms & Conditions are governed by the laws of England and Wales.

The courts of England and Wales will have jurisdiction over disputes arising in connection with these Terms & Conditions, subject to any mandatory legal rights or jurisdictional protections that apply.

For questions about these Terms & Conditions, bookings or services, please contact:

Creative Serve

Email: hello@creativeserve.co.uk

Website: www.creativeserve.co.uk