Last updated: June 2025
1. Introduction
These Terms & Conditions apply to all Customers who subscribe to any ongoing service plan (“Subscription Plan”) provided by SKUNKWORK™. By subscribing, you agree to the terms outlined herein. If you require one-off work instead, please refer to the Terms & Conditions for One-Off Tasks.
2. Definitions
Customer: A business or individual subscribed to a recurring service plan from SKUNKWORK™.
Subscription Plan: A recurring monthly service arrangement which entitles the Customer to creative and/or technical services.
Task: A discrete unit of work submitted by the Customer, such as a design revision, web update, or consultation.
Business Day: Monday to Friday, excluding UK public holidays.
Working Hours: The active hours during which SKUNKWORK™ processes and executes Subscriber Tasks, based on plan tariff.
Execution Window: The timeframe SKUNKWORK™ aims to deliver a submitted Task, depending on submission time and task type.
Specification Sign-Off: Confirmation by SKUNKWORK™ that a Task has sufficient detail and assets to proceed.
3. Subscription Plan Tiers & Working Hours
| Plan Tier | Working Hours (UK Time) |
|---|---|
| Green | Mon–Fri, 9:30am–5:00pm (Excl. public holidays) |
| Blue | Mon–Fri, 9:30am–5:00pm + Sat, 10:00am–2:00pm |
| Black | 7 days a week, 8:00am–6:00pm (Incl. weekends/holidays) |
4. Services Included in Subscription Plans
Depending on the Subscription Plan, the following categories of services are available:
- Graphic Design
- Web Maintenance
- Web Development (within scope)
- Print Design
- UI/UX Adjustments
- Hosting/DNS Support
- Marketing Creative Support
- Technical Consultancy
- Branding Assets
The precise scope and allowance for each plan are outlined in your individual service agreement or dashboard.
5. Task Execution Timeframes
✅ Website Fixes & Technical Support
Execution timelines commence after Specification Sign-Off by SKUNKWORK™. Timelines are targets, not guarantees, subject to Fair Usage and Force Majeure conditions.
| Task | Description | One-Off Customers | Subscribers |
|---|---|---|---|
| Bad Gateway / 502 Error | Diagnose and resolve server-side 502 errors | Within 1 Business Day | Same-Day (Before 11am) or Next Working Day |
| White Screen of Death | Debugging blank pages (esp. WordPress) | Within 1 Business Day | Same-Day or Next Working Day |
| Hacked WordPress Site | Malware removal, restore access, harden security | Within 1–2 Business Days | Within 1 Business Day |
| Plugin Conflict | Identify and resolve plugin issues | Within 1–2 Business Days | Within 1 Business Day |
| DNS Misconfiguration | Fix incorrect domain or nameserver settings | Within 1 Business Day | Same-Day or Next Working Day |
| SSL Certificate Error | Resolve expired/mixed content SSL errors | Within 1 Business Day | Same-Day or Next Working Day |
| Email Deliverability Issue | Investigate forms, SMTP, or blacklist issues | Within 1–2 Business Days | Within 1 Business Day |
| Slow Website Speed | Diagnose and recommend improvements | Within 2 Business Days | Within 1 Business Day |
| Broken Links / 404s | Audit and fix broken links/redirects | Within 1 Business Day | Same-Day or Next Working Day |
| Form Not Working | Fix broken forms, logic, or submissions | Within 1 Business Day | Same-Day or Next Working Day |
| Hosting/Downtime Issue | Investigate site downtime or liaise with host | Within 1 Business Day | Same-Day or Next Working Day |
| CMS Access Recovery | Regain admin access or password reset | Within 1 Business Day | Same-Day or Next Working Day |
| Error Establishing DB Conn. | Fix database connection failure | Within 1 Business Day | Same-Day or Next Working Day |
🎨 Graphic Design Tasks
| Task | Description | One-Off Customers | Subscribers |
|---|---|---|---|
| Social Media Post Design | Static promotional graphics | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| Banner Ad Design | Ad creative for web/social campaigns | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| Logo Refinement | Vectorisation or polish of logo | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| Presentation Slide Design | Custom-designed slide decks | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| Email Header Design | Newsletter or campaign header graphics | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| Website Graphics | Hero images, UI banners, icons | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| App Store Screenshots | iOS/Android listing visuals | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| Infographic Design | Custom charts and visual stats | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| YouTube Thumbnail Design | Video cover for engagement boost | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
| Display Poster (Digital) | A3/A4 display graphics (on-screen use) | Within 48 Hours | Same-Day (Before 11am) or Next Working Day |
🖨️ Print Design Tasks
| Task | Description | One-Off Customers | Subscribers |
|---|---|---|---|
| Business Card Design | Print-ready design with trim and bleed | Within 3 Business Days | Within 2 Business Days |
| Flyer / Leaflet Design | DL, A5, A4 promotional prints | Within 3 Business Days | Within 2 Business Days |
| Brochure Layout | Multi-page layout for sales or corporate use | Within 3–4 Business Days | Within 2–3 Business Days |
| Poster Design (Print) | A2–A0 high-res promotional posters | Within 3 Business Days | Within 2 Business Days |
| Packaging Artwork | Labels, boxes, or custom print packaging | Within 3–5 Business Days | Within 2 Business Days |
| Letterhead / Stationery | Branded printables for correspondence | Within 3 Business Days | Same-Day (Before 11am) or Next Working Day |
| Menu Design (Print) | Food/drink menus (flat or folded) | Within 3 Business Days | Same-Day (Before 11am) or Next Working Day |
| Product Sheet / Spec Sheet | One-pagers with visuals and data | Within 3 Business Days | Within 2 Business Days |
| Event Pass / Lanyard | Branded attendee or staff passes | Within 3 Business Days | Same-Day (Before 11am) or Next Working Day |
| Exhibition Banner Design | Roller/banner stands or booth panels | Within 3 Business Days | Within 2 Business Days |
6. Submission & Task Acceptance
Tasks must be submitted via email, platform dashboard, or other approved channels. Each submission must include:
- A clear objective
- Required content and media
- Access credentials where relevant
SKUNKWORK™ reserves the right to reject any Task due to missing information or incompatibility with the Subscription Plan.
7. 🔁 Pause & Cancellation Impact on Fair Usage
Pausing or cancelling your subscription at any time will result in the immediate reset of your Fair Usage token allocation for design tasks (graphic and print).
Your token accrual resets to the base month allocation upon resuming or re-subscribing, regardless of how long the subscription was previously active.
This policy exists to incentivise continuous commitment and ensure fair access to SKUNKWORK™ resources for all active subscribers.
For example, a Blue plan subscriber who reaches Month 4 (with 10 tokens/month) and then pauses or cancels will return to Month 1 (4 tokens) if they restart at a later date.
Black Project subscribers follows a similar structure with a faster unlock path to unlimited, but resets also apply upon pause or cancellation.
8. Pausing & Cancelling Any Subscription
You have the legal right to pause or cancel your Subscription Plan at any time, subject to the following provisions:
8.1. Pausing a Subscription
- Eligibility: Customers may pause their subscription once per calendar quarter (i.e. once every 3 months). A pause cannot exceed 30 consecutive calendar days.
- Notice Requirement: Requests to pause must be submitted via email or dashboard at least 3 Business Days before the next billing date to take effect within that cycle.
-
Effect of Pause:
- Access to services, task submissions, and support is temporarily suspended.
- Fair Usage token accrual is frozen and may reset if pause conditions are not followed.
- Your account, credentials, and project data remain intact during the pause.
-
Reactivation:
- Reactivation may be initiated by the Customer at any time within the 30-day window.
- Services resume at your original plan rate and tier if reactivated within the permitted timeframe.
- Delays beyond 30 days may trigger auto-cancellation and loss of historical usage credits or priority status.
8.2. Cancelling a Subscription
-
Notice of Cancellation:
- Cancellation may be made at any time via written notice (email or dashboard).
- No minimum term applies unless otherwise stated in your individual service agreement.
-
Access Duration:
- Service access continues until the end of your current billing period.
- No additional charges apply beyond the current cycle unless reactivation occurs.
-
Refunds:
- No refunds or prorated credits are offered for unused days unless required by law.
- If you cancel mid-cycle, you retain access until the end of that cycle.
-
Effect on Fair Usage:
- Cancellation triggers reset of token accrual to baseline if you return in the future.
- No prior accumulated credits or unlocks are retained after cancellation.
-
Data Retention:
- SKUNKWORK™ will retain Customer project files and credentials for up to 30 days post-cancellation.
- It is the Customer’s responsibility to request a final project archive or transfer before the data retention window lapses.
-
Outstanding Balances:
- All outstanding invoices must be settled prior to cancellation becoming effective.
- Failure to pay any due amount may result in late fees or collection action.
8.3. Exceptional Circumstances
- Force Majeure: In the event of significant hardship (e.g. insolvency, medical emergency), SKUNKWORK™ may consider longer pauses or early termination on compassionate or commercial grounds at its sole discretion.
- Abuse & Misuse: SKUNKWORK™ reserves the right to deny pausing or cancel a subscription immediately if misuse, fraud, or breach of these Terms is detected.
9. Plan Payment Terms
All plans are billed monthly in advance.
Payment is taken via recurring card charge or invoice.
Failed payments may result in paused services until resolved.
10. Security & Data Protection
Customers are responsible for providing access credentials securely.
SKUNKWORK™ uses encrypted tools for internal access sharing and never stores passwords in plain text.
All work is performed under GDPR-compliant handling procedures.
11. Use of AI & Automation Tools
SKUNKWORK™ may use AI tools (such as image enhancers, layout generators, or coding assistants) to accelerate delivery. All final outputs are reviewed and refined manually.
By using the service, you consent to this blended process.
12. Limitation of Liability
SKUNKWORK™ shall not be liable for indirect or consequential damages.
Total liability is limited to the monthly subscription fee paid in the current billing period.
13. Force Majeure
We are not liable for service delays caused by events outside our control, including but not limited to natural disasters, power or internet outages, governmental restrictions, or labour disputes.
14. Dispute Resolution
If you are dissatisfied with your Subscription service, please contact us within 10 Business Days of issue occurrence.
We aim to resolve all complaints amicably. Unresolved disputes may be referred to independent mediation.
15. Governing Law
These Terms shall be governed by the laws of England and Wales.
Disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.