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HAMMER & PEN — TERMS AND CONDITIONS OF SERVICE

Effective Date: August 19, 2026

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Website: www.hammer-and-pen.com | Contact Email: office@hammer-and-pen.com

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By subscribing to or executing an agreement for a monthly back-office support tier with Hammer & Pen (“Provider”, “We”, “Us”, “Our”), you (“Client”, “Subscriber”) agree to be bound by the following Terms and Conditions.

1. SCOPE OF SERVICES & TIER STRUCTURE

Hammer & Pen delivers digital administrative support, back-office systems, and sales acceleration services specifically tailored for trade and construction businesses. Services are delivered across three core structured tiers:

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  • Tier 1: The "Zero-Admin" Essentials (£300 + VAT / month): High-volume, repeatable administrative relief including daily inbox triage, instant invoice dispatch, and receipt/expense logging.

  • Tier 2: The "Contractor Growth & Speed-to-Lead" Package (£750 + VAT / month): Proactive lead conversion, speed-to-lead triage, 24-hour quote drafting, quote follow-up sequences, automated credit control, and diary management.

  • Tier 3: The "Virtual Operations Director" VIP Package (From £1,850 + VAT / month): White-glove operational takeover, end-to-end sales/CRM pipeline oversight, site RAMS & compliance file management, subcontractor/CIS management, and monthly strategic executive reviews.

2. ONBOARDING & SERVICE INITIATION

  • Discovery & Agreement: Service initiation is contingent upon completing a Discovery Session, selecting an operational tier, executing the Service Agreement, and settling the first month’s retainer fee in advance.

  • Onboarding Session: The Client must complete a mandatory 1–2 Hour Onboarding Session to establish secure Delegated Access (email/CRM), Meta Partner permissions (social media), and operational workflows before active management begins.

3. BILLING, RETAINERS & PAYMENT TERMS

  • Advance Recurring Billing: All retainer fees are billed monthly in advance via Direct Debit (GoCardless), Credit/Debit Card (Stripe), or Standing Order. All fees are subject to UK VAT at the prevailing rate.

  • Initial Term Commitment: Services are provided on a fixed 6-Month or 12-Month Initial Retainer Commitment, as selected in the Client’s signed Service Agreement.

  • Payment Failure & Service Pause: If an account remains unpaid past seven (7) calendar days following a failed charge or invoice, Hammer & Pen reserves the right to immediately suspend all active back-office, speed-to-lead, and operational services until the balance is settled in full.

4. OPERATING HOURS & SERVICE LEVEL AGREEMENTS (SLAs)

  • Standard Operating Hours: Monday to Friday, 08:30 to 17:00 (excluding UK Bank Holidays).

  • Priority Turnaround (24–48 Hours): Standard quotes, estimates, invoices, and administrative drafting are processed within 24 to 48 business hours upon Clarified Receipt (the precise point at which all necessary job details, measurements, material/labor costs, and deposit terms are provided).

  • Daily Cut-Off Window: Instructions, site notes, or receipt photos submitted after 15:00 on any business day will be logged and queued for processing on the following business day.

5. THIRD-PARTY SOFTWARE & ACCOUNT SECURITY

  • No Password Sharing: To maintain cyber security and GDPR compliance, password sharing is strictly prohibited. Access must be granted exclusively via Delegated Access permissions or Partner APIs.

  • Third-Party Subscriptions: The Client retains full legal and financial responsibility for their own third-party software licenses (e.g., Xero, QuickBooks, Dext, Meta). Hammer & Pen operates these tools on the Client's behalf, but software subscription costs are paid directly by the Client.

6. LIABILITY & ACCURACY SHIELD

  • Administrative Scope Only: Hammer & Pen acts strictly as an administrative execution partner and has no oversight, involvement, or legal liability for physical site work, construction craftsmanship, building regulations, or site health & safety enforcement.

  • Data & Pricing Accuracy: The Client retains full legal and financial responsibility for the accuracy of site measurements, material costs, labor rates, and specifications supplied in site notes. Hammer & Pen is not liable for financial shortfalls or loss of profit resulting from inaccurate Client-supplied data.

  • Liability Cap: Professional Indemnity Insurance is maintained by the Provider. Total legal liability for any claim arising under this agreement is strictly limited to the total fees paid by the Client to Hammer & Pen in the three (3) months preceding the claim.

7. CANCELLATION, RENEWAL & TERMINATION

  • Initial Term Expiry: Following the completion of the Initial Term (6 or 12 Months), the agreement automatically transitions to a rolling monthly contract.

  • Written Cancellation Notice: Either party may terminate or adjust the agreement at the end of the Initial Term (or anytime during rolling status) by submitting 30 days’ written notice via email to office@hammer-and-pen.com.

  • Refund Policy: Services will continue until the end of the 30-day notice period. No partial mid-month refunds are issued.

8. DATA PRIVACY & NON-SOLICITATION

  • UK GDPR & ICO Registration: All client and end-customer personal data is processed securely in accordance with UK GDPR standards (ICO Registration: ZB658932). Private financial data and client lists remain strictly confidential.

  • Portfolio Rights: Unless opted out in writing, the Client grants Hammer & Pen permission to feature public project photos, company logos, and testimonials for portfolio/marketing purposes.

  • Non-Solicitation: The Client agrees not to directly or indirectly solicit, hire, or engage any employee, virtual assistant, or contractor of Hammer & Pen during the active term and for twelve (12) months following contract termination.

9. CONTACT INFORMATION

If you have any questions regarding these Terms, please contact us:

 

Email: office@hammer-and-pen.com

 

Phone: 07404 073236

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