Terms and policies

The Grand Guild Limited, a company registered in England and Wales, company number 11395685. In these terms, "we" and "us" means The Grand Guild Limited, and "you" means the person or business placing the order.

By accessing and using this website you accept these terms of use. If you do not accept them, please do not use the site.

The content of this website is provided for information. We take care to keep it accurate but we do not warrant that it is complete or current, and we are not liable for any decision taken solely in reliance on it. Prices, delivery times and package contents may change, and the terms confirmed to you at the point of order are the ones that apply.

You may not copy, republish or reuse the design, code, text or imagery of this website without our written permission.

This clause covers use of the website. Consent to non-essential cookies is a separate matter and is dealt with in our Cookie Policy, where it is given by an active choice rather than by browsing.

An order is placed when you complete checkout and payment is authorised. A contract forms when we confirm the order by email, not when payment is taken.

We may decline an order. If we do, we refund any payment in full and tell you why.

Prices on this website are in pounds sterling. The Grand Guild Limited is not currently registered for VAT, so no VAT is charged. An invoice and receipt are issued automatically on payment.

We review prices each January. A price change applies only to orders placed after the review date. Work already ordered is delivered at the price you paid.

Project work is payable 50% on order. The balance is payable after approval and before final files and handover for brand work, and upon launch and before handover for websites.

Subscriptions and marketing are billed monthly in advance. Choose monthly rolling at the standard rate, or a three, six or twelve month commitment saving 5%, 10% or 20%. After the commitment, the service renews monthly at the same discounted rate unless cancelled with at least 48 hours’ notice before renewal.

One price discount applies per item. Automatic discounts and promotional codes do not combine. Where more than one could apply, we apply the one most favourable to you. Free gifts are not price discounts and apply in addition.

After payment we ask you to complete a written brief. We start work when the brief is received.

Where a project runs in phases, we ask for each phase’s brief when that phase begins rather than all at once.

You are responsible for the accuracy of what you give us, and for holding the rights to any material you supply, including logos, photography, copy and fonts. Delivery times assume you respond to requests for information and approvals within three working days.

Please name one decision-maker who consolidates your team’s feedback and gives approvals. Feedback from several people sent separately counts as separate rounds.

Delivery times shown on the website are working days from receipt of your brief, and are estimates given in good faith rather than guarantees.

Where a delay is caused by information or approval we are waiting on from you, the delivery date moves by the same period.

Each package includes a stated number of revision rounds. A round means one consolidated set of feedback, not individual changes sent separately.

Revisions cover refinement within the agreed scope. A change of direction, a new requirement, or work outside the original brief is additional work, charged at £75 per hour and agreed with you in writing before we start it.

Additional rounds beyond those included are charged at the same hourly rate.

A phase is complete when you approve it in writing, or when fourteen days pass after delivery without a response from you.

Once a phase is approved, later changes to it are additional work.

You own the final approved design outright. All intellectual property rights in it transfer to you on receipt of final payment, together with the editable source files.

Until final payment is received, we retain those rights. Concepts not selected remain ours.

We design for distinctiveness and carry out basic availability checks, but we do not provide trademark clearance or legal advice. Trademark registration is a separate matter and we recommend you take advice from a trademark attorney.

Third-party material such as licensed fonts, stock imagery or software remains subject to its own licence. We tell you where a licence applies and what it permits.

We retain the right to show completed work in our portfolio, on this website, in marketing material and in tender submissions, and to describe the work we carried out. This right applies once the work has been delivered and paid for.

If you would rather we did not, tell us in writing and we will remove it. We will not unreasonably refuse.

Two exceptions apply automatically and need no request from you. Work covered by a non-disclosure agreement is never shown. Work delivered under our reseller programme is never shown, credited or referred to publicly, because it is sold under our partner’s name rather than ours.

We do not disclose commercially sensitive information, fees paid, or anything you have marked confidential.

Monthly subscriptions continue until cancelled and can be cancelled at any time, taking effect at the end of the current billing month. We do not refund part months.

Fixed-term subscriptions run for the term chosen. Cancelling before the end of a fixed term means the discount for that term no longer applies, and the difference between the discounted and standard rate for months already taken becomes payable. This does not apply where you exit under the guarantee stated on the service page: the first-week exit on Creative Passes or the first-month exit on Marketing.

Unused capacity does not roll over between months.

Brand Core and Brand Growth: if your initial visual concepts are not right for you, request a full refund within 7 days of receiving them, before requesting revisions or approving a concept. We refund all package payments received.

Brand Mastery: you approve your strategy before visual design begins, then choose from three concepts. If none feels right, we create one additional concept within the approved brief at no charge.

Website packages: we deliver the agreed website and fix faults in our work reported through your Brand Hub within 30 days of launch at no extra cost. New features, customer edits and third-party changes are quoted separately.

Creative Passes: not the right fit after your first week? Request a 75% refund of your first month’s payment through portal chat within 24 hours of those seven days ending.

Marketing: if we are not the right fit, request your exit through Brand Hub at least 48 hours before your second billing cycle starts. Your first month and any agreed non-cancellable external costs remain payable.

Approved refunds are processed within 10 calendar days by the original payment method.

If you are ordering as a consumer rather than for business purposes, you normally have fourteen days to cancel a distance contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Design work is made to your specification. Where you ask us to begin before the fourteen days have passed, you agree that the cancellation right is lost once work has started, to the extent permitted by those Regulations. We ask you to confirm this at checkout.

This does not affect your rights where work is not as described or not carried out with reasonable care and skill.

We treat your business information as confidential and do not share it outside our team without your consent. We will sign your non-disclosure agreement, or provide our standard mutual one, before receiving anything confidential.

We design and build to a professional standard, and we design with commercial outcomes in mind. We do not guarantee any particular commercial result.

Nothing on this website, in our marketing, in a proposal, on a call or in conversation is a warranty or guarantee of sales, revenue, enquiries, traffic, search ranking, conversion rate, engagement, funding, media coverage or business growth. Where we describe results achieved for other clients, or figures drawn from published research, those are illustrations of what is possible rather than a prediction of what you will achieve.

Commercial results depend on factors outside our control and outside the work we deliver. These include but are not limited to your pricing, your product or service and its quality, your market and competition, your sales process and how you follow up enquiries, your capacity to fulfil demand, the budget you commit to marketing, the accuracy of the information you give us, how and whether you use what we deliver, changes you make to it after delivery, seasonality, economic conditions, and the policies and algorithms of search engines, advertising platforms and social networks.

Where we deliver marketing or advertising, media spend is separate from our fee and is paid by you to the platform. Advertising platforms set their own costs, approval rules and delivery, and may change them or reject material without notice. We are not responsible for platform decisions, account suspensions, cost increases or changes in performance caused by them.

Search ranking is determined by third parties and cannot be guaranteed by anyone. We build to current best practice and can evidence what we have done, but we do not promise a position, a timescale to reach one, or that a position once reached will hold.

Our obligation is to deliver the work described in your order, to a professional standard, within the stated revision rounds. Your rights if we fail to do that are set out in these terms and are not affected by this clause. Dissatisfaction with commercial performance is not a defect in the work and is not grounds for a refund.

We carry business insurance with AXA. Certificates and cover limits are available on request.

We are responsible for loss you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We are not responsible for loss that is not foreseeable, or for loss of profit, business, contracts or anticipated savings.

Our total liability in connection with an order is limited to the amount you have paid for that order. Nothing in these terms excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded.

Either of us may end the contract if the other breaks it materially and does not put it right within fourteen days of being asked in writing.

If we end the contract because of something you have done, work completed to that point is payable. If you end it for a reason not covered by our guarantee, the deposit is not refundable and work completed to that point is payable.

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

The Grand Guild Limited is the data controller. We are registered with the Information Commissioner’s Office, reference C2002660. Contact us at hello@thegrandguild.com for anything in this policy.

We collect only what we need to quote for work, deliver it, and meet our legal obligations.

• Contact details you give us: name, business name, email address, telephone number.
• Order and billing information, including what you bought and when. Card details are handled by our payment providers and never reach us.
• The content of your brief and anything you send us to work with.
• Correspondence between us, including email, calls and messages.
• Website usage data where you consent to analytics cookies, such as pages viewed and how you arrived.

We rely on one of four bases depending on the purpose.

• Performance of a contract: to deliver work you have ordered, take payment, and provide support.
• Legitimate interests: to reply to enquiries, improve our service, keep records of projects, and prevent fraud. We have considered your interests and do not use this basis where it would override them.
• Consent: for marketing email and non-essential cookies. You can withdraw consent at any time.
• Legal obligation: to keep accounting and tax records, and to comply with lawful requests.

We do not sell personal data. We share it only with the providers we need to run the business, each acting under contract and only for the purpose we give them.

• Shopify, for our online store, checkout and order records.
• Payment providers, for card processing and payment terms.
• Our email and cloud storage providers, for correspondence and file delivery.
• Our accountant, for invoicing and statutory records.
• Print and fulfilment suppliers, where a physical item is part of your order.

Some providers process data outside the UK. Where they do, transfers are covered either by UK adequacy regulations or by the International Data Transfer Agreement or Addendum, with additional safeguards where needed.

Enquiries that do not become orders: two years, then deleted.

Client records, project files and correspondence: seven years after the final invoice, to meet accounting requirements and to support you if you return.

Accounting records: six full financial years plus the current one, as required by law.

Marketing consents: until you withdraw them, and reviewed every two years.

Under UK GDPR you can ask us to give you a copy of your data, correct it, delete it, restrict how we use it, or transfer it to someone else. You can object to processing based on legitimate interests, and withdraw consent at any time.

Write to hello@thegrandguild.com. We respond within one month and do not charge for this.

We do not make decisions about you by automated means alone, and we do not carry out profiling that has a legal or similarly significant effect on you.

We hold data on reputable cloud services with access limited to those who need it, protected by strong authentication. We keep a written data protection policy and review it annually.

If a breach occurs that is likely to risk your rights, we report it to the Information Commissioner’s Office within seventy-two hours and tell you where required.

If you are unhappy with how we have handled your data, tell us first and we will try to put it right. You also have the right to complain to the Information Commissioner’s Office at ico.org.uk or on 0303 123 1113.

We ask for your consent before setting any cookie that is not strictly necessary, as required by the Privacy and Electronic Communications Regulations. Nothing optional is set until you agree to it.

Declining optional cookies does not limit your use of the site or your ability to order.

These make the site work and cannot be switched off. They remember what is in your basket, keep your session secure through checkout, and record your cookie preference so we do not ask again on every page. They are set by us and by Shopify.

With your consent, these tell us how many people visit, which pages they read and where they arrived from, so we can improve the site. They do not identify you to us by name.

With your consent, these let us measure whether an advertisement led to an order, and show relevant advertising on other websites. They may be set by advertising platforms we use.

Where you arrive through an affiliate or referral link, a cookie records that referral for ninety days so commission can be attributed correctly. This is a marketing cookie and requires your consent.

You can change your cookie choices at any time using the cookie settings link in the footer of any page.

You can also block or delete cookies in your browser settings. Blocking strictly necessary cookies will prevent checkout from working.

Some cookies are set by the providers we use rather than by us, including Shopify for the store and checkout, and any embedded video or analytics service. Those providers act as controllers of the data collected through their own cookies, and their own policies govern how they use it.

We are not responsible for how a third party uses data collected through its own cookies, or for changes it makes to that behaviour. Where we become aware of a material change we update this policy.

Your browser controls whether cookies can be stored at all. If you have configured your browser or an extension to block, delete or spoof cookies, parts of this site including checkout may not work, and we cannot be held responsible for that.

If you use a shared or public device, clearing your browser data after use is your responsibility.

Declining optional cookies is a valid choice and we record it. No analytics or advertising cookie is set, and no advertising platform receives data about your visit.

Continuing to browse without making a choice is not treated as consent. Optional cookies stay off until you actively accept them.

Brand Core and Growth: 7-day initial-concept full refund. Brand Mastery: stage approval plus one additional visual concept. Websites: agreed scope delivered, with faults fixed free for 30 days after launch. Creative Passes: 75% refund of the first month if you leave after the first week. Marketing: first-month exit with 48 hours’ notice before the second billing cycle.

Full wording for each is in the Terms of Service, clause 14.

Consumers ordering at a distance normally have fourteen days to cancel. Because design work is made to your specification, that right is lost once work has begun at your request, to the extent the Consumer Contracts Regulations 2013 allow.

Business customers do not have a statutory cancellation right. Our guarantee applies instead.

The 50% payable on order covers scheduling, discovery and initial design work. It is refundable under our seven-day guarantee, and not otherwise refundable once work has started.

Cancel a monthly subscription at any time and it ends at the close of the current billing month. We do not refund part months, and you keep everything delivered.

Creative Passes carry a first-week guarantee: if it is not the right fit after your first week, request a 75% refund of your first month’s payment through portal chat within 24 hours of that week ending.

Marketing carries a first-month guarantee: request your exit through Brand Hub at least 48 hours before your second billing cycle and the agreement ends with no further service payments.

Outside those guarantees, fixed-term subscriptions can be cancelled, but the term discount is then lost and the difference between the discounted and standard rate for months already taken becomes payable.

Our guarantee and these refund terms cover the quality and delivery of the work. They do not cover commercial performance.

Statistics quoted on this website, including figures on pricing premiums, buyer trust and credibility, are drawn from published third-party research about brands generally. They describe what is possible, not what you will achieve. Results achieved for other clients are examples, not forecasts. Clause 17 of the Terms of Service sets this out in full.

If work is not as described, or has not been carried out with reasonable care and skill, you have rights under the Consumer Rights Act 2015 if you are a consumer, and under the Supply of Goods and Services Act 1982 if you are a business. Nothing here limits those rights.

Write to hello@thegrandguild.com with your order number and what has gone wrong. We acknowledge within two working days and aim to resolve it within ten.

Approved refunds are returned by the original payment method within fourteen days.