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This document outlines the binding Terms and Conditions ("Agreement") that govern the provision of all professional services ("Services") by Allied Health Media ("Agency," "we," "us," "our") to you, the client ("Client," "you," "your"). By engaging our Services and remitting payment, you formally acknowledge, accept, and agree to be wholly bound by the terms articulated herein.
1. Our Commitment and Scope of Services
The Agency provides a suite of specialised digital marketing services meticulously tailored to the Client's specific enrolled programme. The scope of these Services is strictly defined by the programme to which you are assigned. Services may encompass, but are not limited to, Local Search Engine Optimisation (SEO), comprehensive Google Business Profile (GBP) optimisation and management, and, where explicitly included, website design, development, ongoing hosting, and technical maintenance.
Important Programme Distinction: It is expressly stated and understood that the Flagship Accelerator programme is exclusively focused on SEO and online visibility efforts. This programme does not include any services related to website design, development, hosting, or maintenance. Should such services be required, they must be procured under a separate, distinct service agreement.
Our primary strategic objective is to enhance your digital authority and expand your online visibility. We achieve this by executing proven strategies designed to improve your ranking on Google's search engine results pages, with a particular and strategic focus on the Google Maps "Local Pack." The core, measurable goal remains the enhancement of your Google search engine ranking. A positive, ancillary outcome of these efforts may include improved visibility in emergent search formats, such as AI-generated summaries. However, the Agency makes no guarantee of performance on such platforms due to their evolving and unpredictable nature.
2. Programme Term and Satisfaction Warranty
This Agreement shall remain in full force and effect for a minimum, non-cancellable term of twelve (12) months from the date of commencement.
We extend a 100% satisfaction warranty to our clients, predicated on the measurable improvement of your online visibility and digital traffic. Should you complete the full 12-month programme term and genuinely feel that no discernible improvement has been achieved in these areas, the Agency commits to continue providing its Services, at no additional cost, until such a time that you are fully satisfied.
This warranty is strictly conditional upon the Client's unwavering adherence to the "Client Responsibilities" detailed in Section 3. The warranty shall be rendered null and void should the Client fail to respond to Agency communications for a continuous period exceeding fifteen (15) calendar days.
It is crucial to understand that this warranty pertains exclusively to visibility and traffic metrics. It does not, and cannot, extend to guaranteeing a specific volume of customer conversions, patient bookings, or revenue, as these outcomes are subject to the Client's own internal operational and consultative processes, which lie beyond the Agency's control.
3. Client Responsibilities and Active Cooperation
To facilitate the success of the programme and maintain eligibility for the Satisfaction Warranty, the Client agrees to uphold the following responsibilities:
Timely Provision of Assets: You shall provide prompt and unrestricted access to all necessary systems, platforms, and information required for the execution of our Services. This includes, but is not limited to, website administrative credentials, Google Business Profile ownership, analytics accounts, and brand assets.
Feedback and Approval Protocol: The company's workflow depends on your collaboration. To achieve the same results as the case studies and success stories demonstrated during the onboarding process, you are required to respond to any requests for feedback, content approval, or strategic direction within seven (7) calendar days. Failure to respond within this timeframe means you cannot expect the same level of results as other doctors in the programme. If you fail to respond to company communications for a continuous period exceeding fifteen (15) calendar days, the Satisfaction Warranty will become null and void, as the Agency cannot guarantee results without your active participation.
Content and Review Contribution: You are required to actively support the campaign by collecting a minimum of eight (8) new Google Reviews and providing ten (10) unique, authentic, clinic-related photographs (not stock images) each month.
Meeting Commitment: You agree to attend all scheduled monthly progress calls and other critical strategic meetings to ensure alignment and continuous progress.
4. Professional Conduct and Mutual Respect
The Client agrees that neither the Client nor any of its representatives, employees, or agents shall engage in any of the following conduct when communicating with Allied Health Media's personnel: a) Verbal abuse, including shouting, yelling, or using an aggressive or threatening tone; b) Use of insulting, offensive, profane, or derogatory language; c) Personal attacks, harassment, or intimidation; d) Threatening behaviour of any kind; e) Discriminatory remarks or conduct contrary to the Equality Act 2010; f) Any other conduct that a reasonable person would consider abusive, disrespectful, or unprofessional.
Allied Health Media reserves the right to immediately suspend all services and communication upon the occurrence of such an incident. If the behaviour persists, the Agency may terminate this Agreement, and the Client will remain liable for the Early Termination Fee as outlined in Section 6.
Allied Health Media may, at its sole and absolute discretion, elect to issue one written warning to the Client prior to exercising its right of immediate termination. However, Allied Health Media is under no obligation whatsoever to provide such warning, and the absence of a prior warning shall not constitute a waiver of Allied Health Media's right to terminate immediately. Recording of Communications Allied Health Media reserves the right to record telephone conversations and video conferences for quality assurance, training purposes, and to maintain evidence of any breach of this clause. By entering into this Agreement, the Client consents to such recording in accordance with applicable data protection legislation.
5. Fees, Payment Structure, and Refunds
The financial structure of our engagement is primarily based on a recurring monthly subscription model. However, certain specialised services, project-based work, or specific programme packages may necessitate full or partial payment upfront before any work commences. All payment obligations will be clearly defined in your specific service proposal.
Subscription payments are automatically processed every twenty-eight (28) days.
It is the Agency's strict policy that all payments made are final and non-refundable under any circumstances.
6. Early Termination and Associated Fees
This Agreement is structured around a 12-month commitment. Should the Client elect to terminate this Agreement for any reason prior to the expiration of the full 12-month term, an Early Termination Fee of £3,000 will become immediately due and payable.
This fee is not a penalty but a reasonable and pre-agreed charge to compensate the Agency for the substantial upfront investment of time, resources, and strategic planning allocated to the Client's project during the intensive onboarding phase, the costs of which are amortised over the full 12-month term.
7. Campaign Pause Policy (Force Majeure)
In the event of a significant, unforeseen event beyond the Client's reasonable control (e.g., a natural disaster, severe personal medical emergency) that temporarily prevents the Client from participating in the programme, the Client may request a one-time "Campaign Pause."
The Campaign Pause may last for a maximum cumulative period of three (3) months. During this time, all services and payments will be suspended. The 12-month agreement term will be extended by the duration of the pause.
Should the Client be unable to resume the programme after the 3-month pause period has concluded, it will be treated as an early termination of the contract. In this specific circumstance, the Client will be liable for the Early Termination Fee of £3,000 to cover the initial programme investment.
8. Keyword Strategy and Programme Modifications
The foundational keyword strategy is meticulously developed during the onboarding process and serves as the strategic bedrock for the entire 12-month engagement.
Consequently, the keywords selected at the outset of the programme are considered fixed and cannot be materially altered during the first year without a formal change order and an associated additional investment.
9. Official Communication Channels
To ensure clarity, efficiency, and a complete record of all project-related correspondence, all official communications between the Client and the Agency shall be conducted exclusively through our designated Discord channel.
Our dedicated team is available to respond to inquiries from Monday to Friday, 9:00 a.m. to 6:00 p.m. We are committed to providing a response to all messages within thirty-six (36) working hours.
10. Confidentiality and Intellectual Property Rights
Both parties hereby agree to maintain the strictest confidentiality regarding all non-public information, trade secrets, and proprietary data disclosed during the course of this Agreement.
All strategies, methodologies, reports, and creative materials developed and provided by the Agency shall remain the exclusive intellectual property of Allied Health Media.
11. Mutual Non-Disparagement
Both the Client and the Agency mutually agree to refrain from making, publishing, or otherwise communicating any false, disparaging, or defamatory statements online or elsewhere about the other party, its services, or its personnel, both during the term of this Agreement and indefinitely thereafter.
A breach of this clause will cause significant and irreparable harm. Therefore, in the event of such a breach, the disparaging party agrees to pay the aggrieved party liquidated damages in the amount of £20,000. This sum is not intended as a penalty but is a genuine and reasonable pre-estimate of the financial and reputational damages that would be incurred. The aggrieved party also expressly reserves the right to seek immediate injunctive relief to compel the removal of any such defamatory content.