Terms and Conditions

1. Introduction and Acceptance

These Terms and Conditions ("Terms") govern the use of services provided by The Dependables ("we", "us", "our"), a direct mail marketing service operating from Ashdown Road, Worthing, BN11 1DF, United Kingdom.

By booking our services, you ("Client", "you", "your") agree to be bound by these Terms. Please read them carefully before proceeding.

Contact: 07356 246487

2. Service Description

2.1 What We Provide

The Dependables offers shared-cost A4 mailer advertising services, which include:

1. Custom Mailer Design

• Professional layout incorporating 8-16 local businesses
• Your business listing with logo, contact details, and promotional content

2. High-Quality Printing

• A4 format on 300-350gsm silk card stock
• Full-color, professional finish

3. Royal Mail Distribution

• Door drop delivery to targeted households (volumes from 5,000 to 100,000)
• Geographic targeting by postcode area (Worthing, Brighton, West Sussex, etc.)

4. Proof of Delivery

• GPS tracking and delivery verification as provided by Royal Mail
• Post-campaign delivery confirmation report with Royal Mail's standard documentation
• Access to Royal Mail's tracking portal where applicable

5. Campaign Performance Monitoring

• QR code or landing page integration (where requested)
• Monitored feedback and response tracking
• Post-campaign performance report

2.2 Pricing

All pricing is on a per campaign basis as displayed and agreed upon.

Payment Methods:

• Bank transfer (BACS)
• Invoice (payment terms: 7 days from invoice date)
• Stripe online payment portal

All prices include VAT where applicable.

3. Booking and Campaign Process

3.1 Booking Confirmation

1. Initial Enquiry: You submit your interest via our website contact form or phone
2. Booking Confirmation: We confirm availability in your chosen business category and geographic area
3. Payment: Full payment or 50% deposit required to secure your slot followed by monthly instalments till balance clears
4. Content Submission: You provide your business details, logo, and promotional content

3.2 Minimum Campaign Requirements

Minimum businesses per mailer: 8 businesses

If we cannot secure 8 businesses for a scheduled distribution, we will:

• Notify you at least 7 days before the planned print date
• Offer to reschedule to the next available campaign
• Provide a full refund if you choose not to proceed

4. Client Obligations

4.1 Content Submission Deadline

You must submit all required materials within 3 days of booking confirmation:

• Business logo (PNG, SVG, or JPEG format, minimum 300 DPI)
• Business contact details (phone, email, website, address)
• Promotional text (up to 50 words, subject to design space availability)
• Any special offers or messaging you wish to include

Late Submission: If materials are not received within 3 days, we cannot guarantee the original delivery timeframe. We will endeavor to include you in the next available campaign.

4.2 Acceptable File Formats

• PNG (transparent background preferred)
• SVG (vector format for logos)
• JPEG (high resolution, minimum 300 DPI)

Files not meeting quality standards may be returned for resubmission, which may delay production.

4.3 Content Approval

• You will receive a design proof showing your business listing within the full mailer layout
• You must approve the proof within 3 days of receipt
• After approval, no changes can be made

5. Our Obligations

5.1 Design and Production

• We will create a professional mailer design incorporating all participating businesses
• Design proofs will be provided to all clients for approval before printing
• We will ensure all content meets Royal Mail's Door Drop specifications

5.2 Delivery Timeframe

Standard Delivery: Within 4 weeks from proof approval by all participating businesses.

We endeavor to achieve delivery sooner where possible. Actual delivery dates depend on:

• Timely approval from all participants
• Royal Mail Door Drop scheduling availability
• Printing production schedules

5.3 Proof of Delivery

We will provide:

1. Royal Mail Delivery Confirmation

• Certificate of Posting or Door Drop delivery documentation
• GPS tracking data where provided by Royal Mail
• Delivery completion report showing postcodes covered

2. Campaign Performance Report

• QR code scan data or landing page visits (if applicable)
• Geographic distribution map
• Summary of households reached

Royal Mail Standard Proof of Delivery includes:

• Delivery completion certificate
• Postcode area confirmation
• Date ranges of delivery
• GPS route tracking (where available through Royal Mail's tracking systems)

Note: Royal Mail Door Drop service provides batch delivery confirmation, not individual household verification.

6. Refund and Performance Guarantee

ROI Definition: Measurable revenue generated from the campaign (tracked enquiries, sales, or bookings) that equals or exceeds the £240/£840 you paid.

To qualify for a refund:

1. You must provide evidence of campaign tracking (e.g., dedicated phone number, QR code analytics, promo code usage)
2. Submit a written request within 30 days of campaign delivery
3. Provide documentation showing enquiries/sales attributable to the mailer

Refund Calculation Example:

• Campaign cost: £240
• Printing + Distribution costs: ~£110
• Refund amount: £130

6.2 Service Delivery Guarantee

If we fail to deliver the service as described (e.g., mailers not printed, not distributed, incorrect postcode area), you are entitled to:

• A full refund, OR
• Free inclusion in the next available campaign

6.3 Non-Refundable Circumstances

No refunds will be provided for:

• Campaign underperformance for repeat clients (beyond first campaign)
• Changes in business circumstances after booking
• Dissatisfaction with design after proof approval
• Royal Mail delivery delays beyond our control
• Lower-than-expected response rates (direct mail response rates vary by industry, season, and offer)

7. Cancellations and Changes

7.1 Cancellation by Client

Before Printing Begins:

• You may cancel your booking before the print production begins
• We will notify you 3 days before printing with a final confirmation
• Cancellations made before this point: Full refund minus £50 administration fee

After Printing Begins:

• Once printing has started, cancellations are not accepted
• You remain liable for full payment

7.2 Changes to Approved Content

Before Proof Approval:

• You may request unlimited changes to your content

After Proof Approval but Before Printing:

• You may request changes subject to a £25 revision fee
• Changes must be submitted within 24 hours of approval
• No guarantee that changes can be accommodated if printing is imminent

After Printing Has Started:

• No changes are possible
• You will receive the mailer as per the approved proof

7.3 Cancellation by The Dependables

We reserve the right to cancel your participation if:

• Minimum 8 businesses cannot be secured
• Your content violates our Acceptable Use Policy (see Section 9)
• Payment is not received within agreed terms
• You fail to provide required materials within deadlines

In such cases, you will receive a full refund.

8. Campaign Structure and Non-Compete

8.1 Business Categories

Mailers are organized into 10 themed business groups:

1. Emergency Home Services (plumbers, electricians, handymen, etc.)
2. Green Energy & Sustainability
3. Health & Wellness Professionals
4. Garden & Outdoor Services
5. Home Improvement & Construction
6. Family & Children Services
7. Automotive Services
8. Security & Safety Services
9. Cleaning & Property Care Services
10. Financial & Professional Services

8.2 Non-Competing Businesses

Only non-competing businesses are included in each mailer. We define "non-competing" as businesses offering distinctly different services.

Example:

• ✅ Allowed: A general plumber and a specialist heating engineer may both appear if their services are sufficiently differentiated
• ❌ Not Allowed: Two general plumbers offering identical services

Disputes: If a category conflict arises, we will make the final determination based on:

• Order of booking (first come, first served)
• Specificity of services offered
• Client feedback and fairness

9. Acceptable Use Policy

9.1 Prohibited Content

Your business listing must not contain:

• Illegal content: Promoting illegal products, services, or activities
• Offensive material: Discriminatory, defamatory, obscene, or harassing content
• Misleading claims: False advertising, deceptive pricing, or unsubstantiated guarantees
• Inappropriate imagery: Explicit, violent, or disturbing images
• Competitor disparagement: Negative references to other businesses
• Regulated industries without proof: Financial services, medical claims, or legal services without appropriate licenses/certifications

9.2 Compliance with Advertising Standards

All content must comply with:

• UK Code of Non-broadcast Advertising and Direct & Promotional Marketing (CAP Code)
• Advertising Standards Authority (ASA) guidelines
• Trading Standards regulations
• GDPR (if collecting customer data via QR codes or landing pages)

We reserve the right to refuse or modify content that does not meet these standards.

10. Intellectual Property

10.1 Your Content

You retain all intellectual property rights to your logos, business names, and promotional content.

By submitting materials, you grant us a non-exclusive, royalty-free license to:

• Reproduce your content in the printed mailer
• Display your listing in marketing materials (e.g., sample mailers shown to prospective clients)
• Archive your listing for record-keeping purposes

10.2 Our Design Work

The overall mailer design, layout, and branding of "The Dependables" remain our intellectual property. You may not reproduce, distribute, or modify the complete mailer design without our written permission.

11. Limitation of Liability

11.1 What We Are NOT Liable For

To the fullest extent permitted by UK law, The Dependables shall not be liable for:

Indirect or Consequential Losses:

• Loss of profits, revenue, or business opportunities
• Loss of anticipated savings
• Loss of goodwill or reputation
• Loss of data or information

Third-Party Actions:

• Royal Mail delivery delays, mis-deliveries, or service failures
• Printing errors caused by third-party suppliers (beyond reasonable quality control)
• Damage to your reputation arising from co-participation with other businesses in the mailer

Force Majeure Events:

• Natural disasters, pandemics, or acts of God
• Government restrictions or regulatory changes
• Strikes, labor disputes, or supply chain disruptions
• Failure of telecommunications or internet services

11.2 Maximum Liability Cap

Our total liability to you for any claim arising from these Terms, whether in contract, tort (including negligence), or otherwise, shall not exceed:

• The amount you paid for the specific campaign in question, OR
• £500, whichever is lower

This cap does NOT apply to:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any liability that cannot be legally excluded or limited under UK law

12. Complaints and Dispute Resolution

12.1 How to Make a Complaint

If you are dissatisfied with our service, please contact us:

Step 1: Informal Resolution (0-7 Days)

• Phone: 07356 246487
• Email: david@thedependables. co.uk

We aim to acknowledge complaints within 48 hours and resolve them within 7 days.

Step 2: Formal Complaint (8-21 Days)

If the informal process does not resolve your issue:

1. Submit a written complaint detailing:
   • Your name and booking reference
   • Nature of the complaint
   • Desired outcome
   • Supporting evidence (e.g., emails, proofs, delivery reports)
2. We will investigate and respond within 14 days with our findings and proposed resolution

Step 3: Independent Mediation (21+ Days)

If you remain dissatisfied:

• We will propose independent mediation through a neutral third party (costs shared equally)
• Mediation aims for a mutually acceptable resolution without court proceedings

12.2 Governing Law and Jurisdiction

These Terms are governed by English and Welsh law.

Any disputes that cannot be resolved through our complaints process will be subject to the exclusive jurisdiction of the courts of England and Wales.

13. Data Protection and Privacy

Your personal data is processed in accordance with our Privacy Policy (see separate document).

By using our services, you consent to:

• Processing of your business contact details for service delivery
• Inclusion of your business name and contact information in printed mailers distributed to households
• Use of aggregated performance data (anonymized) for service improvement

You retain the right to request deletion of your data after campaign completion, subject to our legal obligations to retain financial records for 7 years.

14. General Terms

14.1 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and The Dependables, superseding any prior agreements or understandings.

14.2 Amendments

We may update these Terms from time to time. Changes will be:

• Posted on our website with a new "Last Updated" date
• Notified to active clients via email

Changes do not apply retroactively to campaigns already booked under previous Terms.

14.3 Severability

If any provision of these Terms is found to be invalid or unenforceable by a court, the remaining provisions shall continue in full force and effect.

14.4 Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

14.5 Assignment

You may not transfer or assign your rights under these Terms without our written consent. We may assign our rights and obligations to a third party (e.g., in the event of a business sale).

14.6 No Partnership

Nothing in these Terms creates a partnership, joint venture, or agency relationship between you and The Dependables.

15. Contact Information

For questions about these Terms and Conditions:

The Dependables

• Address: Ashdown Road, Worthing, BN11 1DF, United Kingdom
• Phone: 07356 246487
• Email: david@thedependables.co. uk

16. Appendix: Key Definitions