1. Who we are and who these terms are for

These terms apply when you buy credits, a bundle or an Always-on plan from Duma Media Ltd, a company registered in England and Wales (company number 17332762), contactable at hello@dumamedia.co.uk.

We only sell to businesses. By buying from us you confirm you are acting for a business, not as a consumer, so consumer protection rules that apply to individuals do not apply to these purchases.

These terms, your order and any written quote we agree with you make up the whole agreement between us. If something in a quote conflicts with these terms, the quote wins for that piece of work.

2. Credits and what they buy

One credit is one hour of our time. You use credits on any service on our price list, which shows the credits each service costs for its first unit and for each extra unit.

Jobs from the price list start straight away at the credits shown. If you add platforms or extra units, we confirm the total in your account and wait for your approval before we start.

Anything not on the price list, or bigger than you asked for, we quote first and only start once you approve the quote.

If you do not have enough credits for a job, you need to top up before we start. You can top up one credit at a time.

3. Prices and payment

Prices are shown on our website and at checkout. You pay in advance, by card or another method offered at checkout, through our payment provider.

We may change our prices or the credits a service costs. Changes never affect credits you have already bought, or work you have already approved.

Your ad budget is separate. You pay the advertising platforms directly, and we never take a percentage of it.

4. How long credits last

Credits bought as a one-off last 12 months from the date you buy them. Unused credits expire after that and cannot be refunded or carried over.

Credits have no cash value, cannot be transferred to another business, and are used in the order you bought them.

Unused hours on an Always-on plan carry over to the next month only. Anything not used by then expires.

5. Always-on plans

Always-on plans are billed monthly in advance and include a set number of hours each month, set-up for your chosen channels and the reporting described on our website. A channel is one platform, such as Google or Facebook.

Plans run for at least three months. After that, you can cancel with 30 days’ notice, and you can move up or down a plan from your next billing date.

Each channel covers one ad account. Extra ad accounts, channels or work beyond your monthly hours use credits at our listed rates.

Introductory offers, such as founding client discounts, apply only for the period stated and only to the plan they were offered on.

6. Refunds

Your first credits are risk-free. If you ask within 14 days of your first ever purchase, we refund any of those credits you have not used.

Otherwise, payments are not refundable, except where we fail to deliver work we have agreed to do. In that case we will either put it right or return the credits used for it.

Monthly plan payments are not refunded for part months.

7. Your ad accounts, data and access

Your ad accounts, analytics, tracking, ads, data and results belong to you. We set everything up in your name, and if you leave, you keep it all.

You give us the access we need and keep it in place while we work. You are responsible for your platform billing, for complying with each platform’s policies, and for making sure your products, claims, web pages and ads are legal and accurate.

Where we handle personal data in your accounts, we act as your processor, which means we only handle it on your instructions. We only use it to deliver the work, keep it secure, use other suppliers (sub-processors) only under equivalent terms, help you meet your obligations and delete or return it when the work ends. These commitments form our data processing agreement with you.

8. What we will and won’t do

We will do the work with reasonable skill and care, by experienced people, and log every task and the credits it used in your account.

Advertising results depend on things outside our control, including how the platforms decide who sees your ads, how much other advertisers are paying, your competitors and your product. We do not guarantee specific results, rankings or returns.

We are not responsible for platform decisions such as rejected ads, account suspensions, outages or policy changes, but we will help you deal with them.

We do not work with trading, investment or brokerage businesses, and we can decline any work we believe would break the law or platform policies.

9. Ownership and confidentiality

Once you have paid, everything we make specifically for you, such as campaigns, copy, plans and reports, is yours to use. We keep ownership of our own methods, templates and know-how.

We both keep each other’s confidential information private and only use it for the work.

We will not name you or publish your results without your permission. Anonymised case studies need your written agreement first.

10. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law does not allow us to limit.

Otherwise, we are not liable for indirect or consequential losses, or for loss of profit, revenue, data or money spent on ads.

Our total liability to you for everything arising from our work is limited to the amount you paid us in the 12 months before the claim.

11. Ending our work together

You can stop buying from us at any time. Plans end as described above, and unused one-off credits stay in your account until they expire.

We can suspend or end our work if you do not pay, if you seriously or repeatedly break these terms, or if continuing would break the law or platform policies. If we end it for any other reason, we refund your unused credits.

When our work ends, we remove our access to your accounts and hand over anything you need from us.

12. Changes to these terms

We may update these terms. We will tell you by email or in your account at least 30 days before changes apply to you. The date at the top shows the latest version.

13. Complaints, law and contact

If something goes wrong, email hello@dumamedia.co.uk. We will reply within one working day and try to put it right.

These terms are governed by the law of England and Wales, and the courts of England and Wales deal with any dispute.