Terms & Conditions

1. Who you are buying from and how we agree work

Second Story Studio is operated by James Seymour, 18 Woodcote Ave, Hornchurch, Essex RM12 4PZ. Contact info@lljsecondstorystudio.co.uk for orders, cancellation and complaints. These terms apply when Second Story Studio is your named seller or service provider. Independent Partner and Market businesses sell under their own contracts.

A quotation or enquiry is not an order. For commissioned work, the written scope and quotation identify the deliverables, exclusions, price, payment stages, revision allowance, target dates and delivery arrangements. The contract forms when we and you accept that agreement in writing. For a defined online package, the displayed package scope, chosen quantity and payment arrangement, these terms and verified successful payment form the order. Quote-only items remain unpaid and need separate agreement.

Read these terms before paying. Keep the order confirmation and agreed scope. A specific written agreement takes priority where it expressly varies these terms lawfully. No term limits mandatory consumer rights. Later terms do not retrospectively change an existing order.

2. Prices, payment and changes

Prices are in pounds sterling. The agreed order total includes applicable taxes and any agreed delivery or supplier charges; additional charges need your express agreement. “From” prices and estimates require a final quotation. Deposits and staged payments are credited against the agreed total.

Stripe processes online payments; we do not receive your full card number. A return to our website is not payment confirmation: we verify the provider notification. If payment succeeds but fulfilment needs review, contact us using your order reference; do not pay again without checking.

We agree extra scope, price and timing in writing before carrying it out. Third-party purchases, paid licences, domain and hosting renewals must be identified in the agreed scope. Discounts do not apply to third-party costs unless expressly agreed. No undisclosed recurring charge is authorised.

3. Commissioned services and subcontractors

We provide services with reasonable care and skill and to the agreed description. You provide accurate instructions, source files, permissions and timely consolidated feedback. We notify you of missing inputs, changes or delays and agree revised dates; we do not silently enlarge the scope.

Defined Design & Digital packages include two consolidated revision rounds within the agreed entry scope unless the specific package says otherwise. Proofs and previews are for review; final approval must identify the revision and intended use. Silence is not approval. Corrections to work that does not meet the contract are distinct from additional requested work.

We may engage suitably selected third parties to deliver agreed work. Where Second Story Studio is your contracting provider, using a subcontractor does not remove our responsibility for our contract. Record specifically authorised third-party commitments before they are placed.

Customer property, condition, handling risks, collection and return are recorded before work. Project-support documents require the agreed checks against project information before operational use. A design, contractor or statutory dutyholder appointment is included only when expressly agreed in writing; this does not exclude responsibilities imposed by law.

4. Cancellation of services and committed costs

For consumers buying services online or otherwise at a distance, the usual cancellation period is 14 days after the contract is made. Cancel by emailing info@lljsecondstorystudio.co.uk or sending a clear statement by post to our address. Give your name and order reference. You may use the model cancellation wording below, but it is optional.

We do not start commissioned services during that period without your express request. Where you request an early start and we have supplied the required cancellation information, a statutory cancellation charge is proportionate to the services actually supplied up to cancellation compared with the full contract. A third-party commitment alone does not override that rule. The service cancellation right is lost on full performance only if you expressly requested the early start and acknowledged that consequence.

For cancellation outside statutory cooling-off rights, including a business customer’s cancellation, we account for completed work and reasonable, evidenced, unavoidable third-party commitments made specifically for your agreed project. Charges must reflect lawful direct loss, with no double recovery. We take reasonable steps to reduce costs, deduct savings and recovered amounts, and refund the remaining balance. Advance payment is not automatically forfeited.

For a statutory service cancellation, any refund due is made without undue delay and within 14 days of receiving the cancellation, using the original payment method unless you agree otherwise and without a refund fee. If we cannot fulfil the order or cancel without your fault, we refund the unprovided work and give any further remedy required by law.

Model cancellation notice: To James Seymour, Second Story Studio, 18 Woodcote Ave, Hornchurch, Essex RM12 4PZ; info@lljsecondstorystudio.co.uk. I hereby give notice that I cancel my contract for the following goods/services: [description]. Ordered on/received on: [date]. Consumer name and address: [details]. Order reference: [reference]. Date: [date]. Signature: [only if sent on paper].

5. Digital files, downloads and intellectual property

Before supply, the order identifies file formats, deliverables, functionality and compatibility requirements, editable source-file inclusion and the permitted licence or ownership transfer. Unless the written order provides a different licence, paid final files may be used for your own personal or business purpose; resale, sublicensing and distribution as standalone templates are not included. Third-party fonts, stock assets and software retain their stated licences. Your own supplied material remains yours.

Previews and draft files are not final released deliverables. Portfolio, publicity and credit permissions are agreed separately. You confirm that you may supply the images, text, logos and other material for the agreed use.

For consumer digital content supplied without a physical medium, early supply requires separate express consent and acknowledgement that the cancellation right is lost when supply starts, confirmed in a durable contract confirmation. Agreeing these general terms or requesting service work to start is not that digital-content consent. We do not use this checkout to waive download rights or release immediate paid downloads; any separately agreed digital supply follows the relevant consent process.

Digital content must meet applicable quality, description and fitness requirements. Faults may require repair, replacement, price reduction or another statutory remedy. Bespoke creative services delivered as files remain subject to the service provisions where applicable.

6. Market subscriptions and website care

Market packages state the pages, annual updates and support allowance before purchase. Setup is charged once at full price. Monthly plans charge the displayed setup plus first month initially, then the displayed monthly fee until cancelled. There is no additional minimum fixed term for the monthly arrangement. Ask the Studio to cancel by email or account message before the next charge; we confirm the provider cancellation and paid-through date. Service normally continues to that date. Statutory cancellation rights and remedies still apply.

Prepaid Market subscriptions cover your chosen 1, 2 or 3 calendar years from verified payment, with no automatic renewal or further subscription charge. Renewal requires a new agreement. Annual allowances reset each subscription anniversary and unused allowances do not roll over. A leap-day anniversary uses 28 February where needed. A 40% launch reduction applies to the full prepaid subscription when the normal yearly fee is at least £79 excluding setup, paid by 31 December 2026. Setup and monthly fees are not reduced by this offer; discounts do not stack.

Online Market payment requests an early start because the private workspace is prepared following verified payment. The separate early-start choice is required for this checkout; contact the Studio for a quotation if you prefer a later start. Starting access does not end the whole subscription’s cancellation right on its own. Prepaid cancellation is assessed under section 4, including service supplied, lawful direct losses and refunds due; we do not automatically retain the whole unused term.

Content is prepared privately and requires your approval and Studio publication review. You remain responsible for accurate business claims, lawful content and permissions. The Studio does not become the seller of your business’s goods. Serious unlawful content, fraud or security threats may require immediate restriction; for other remediable breaches we explain the issue and give a reasonable opportunity to resolve it. Suspension is proportionate and does not automatically forfeit payments or remove lawful remedies.

At expiry or cancellation, we agree removal and return of your supplied content and agreed final files. Request an export before expiry; any additional migration work is separately quoted. Website care is review-led and its written plan sets the supported platform, allowances, annual price, start/end dates, response arrangements and renewal. No automatic renewal is assumed unless expressly agreed. Included first-year domain/email provision is not charged twice; supplier renewals and ownership are itemised.

7. Physical goods and delivery

Only an actual available item and agreed specification form a goods order. Confirm condition, dimensions, materials, delivery/collection and charges before payment. For most consumer distance-sale goods, notify cancellation within 14 days after receipt and return within another 14 days. We refund the item and standard outbound delivery within 14 days of return or evidence of return, whichever is earlier. Extra delivery upgrades are not included. We may deduct lawful diminished value from handling beyond what is needed to inspect the item.

We tell you before purchase if you must pay return postage, including an estimate for goods that cannot normally be posted; otherwise we do not impose an undisclosed return charge. Genuine personalised or made-to-specification goods may be excluded from change-of-mind cancellation, but faulty or misdescribed goods retain applicable remedies. eBay sales and independent businesses identify their seller and applicable platform terms separately.

8. Problems, liability and disputes

Tell us promptly about errors, delay or defects, with the order reference and relevant evidence. We assess the issue and agree an appropriate remedy. For consumer services, repeat performance must be free, within a reasonable time and without significant inconvenience; a price reduction or other legal remedy may apply where correction is impossible or not appropriately achieved. A fault need not be catastrophic for your rights to apply.

We remain responsible for losses for which the law makes us liable. Nothing excludes fraud, death or personal injury caused by negligence, or other liability or consumer rights that cannot lawfully be excluded. Approval of a proof does not excuse our failure to follow the approved specification. Events outside reasonable control require notice and a fair revised plan, not indefinite retention of payment.

Send complaints to info@lljsecondstorystudio.co.uk or our postal address with your preferred contact method. We aim to acknowledge within two working days and provide a substantive response within ten working days, or explain when further investigation is needed. If unresolved, we explain available dispute-resolution options and whether we will participate; no trade-body membership or compulsory ADR scheme is claimed.

These terms are governed by English law, subject to mandatory protections applying to you. Consumers retain access to courts and protections in their UK home jurisdiction. Business disputes are subject to the courts of England and Wales. Privacy and account principles support these terms; they do not replace the order contract.