Terms of Service

These are our terms of service for campaign management and template design projects. If you have any questions, you can contact your assigned campaign manager on 01793 677 511.

Email campaign management

Privacy policy
  • To manage your Mailchimp email campaigns, we will need manager-level access to your Mailchimp account. It is your responsibility to revoke access if you wish
  • We will not access or download your data unless we have been granted prior written approval
  • We will not share your information with any third parties
Terms of service
  • We will not provide services free of charge that go beyond the agreed scope of work
  • Expedited deployment service is available for extra charge – agreed in advance of campaign commencement
  • We will not provide services for any project or potential client for content which is offensive, illegal or which contains illicit or infringing material
  • We reserve the right to refuse to work on any project, without the need for providing justification
Working schedule
  • Our office hours are 9am-5:30pm Monday to Thursday, 9am-3pm on Fridays
  • When we state turnaround times, we do not include weekends or public bank holidays
  • We have a Christmas shutdown, however our team will publicise the dates in advance
Turnaround times
  • Final content to be delivered no later than 5 working days before the campaign is due to be sent
  • Late submission of content will result in either a delayed send or charged for as a fast-track service
Roles and responsibilities
  • All email campaign briefs must be added to our platform/app
  • Any briefs sent via email, Slack or over the phone may result in late delivery
  • It is your responsibility to provide finalised copy, and other assets (logo, product photography etc) prior to approval of your email campaign brief
  • We will require a single point of contact for change requests, feedback and approval
  • We require approval 2 full working days before send to allow for testing, scheduling and timezone delivery
  • Late approval will result in a delayed send
Acceptance
  • Delivery is considered accepted if the client approves delivery, verbally or written
Fixes, change requests and post-delivery support
  • We will provide 1 major (structural) change, and up to 5 minor changes (copy, image swaps, links etc) per email campaign
  • All changes and design annotations are to be provided to us via our email design tool ‘Canvas’
  • We will work on your changes in one go – if we are waiting for further feedback, we will not work on your previous changes until we have had confirmation that all changes have been received
  • All changes after acceptance, or above our change limits, are charged at our hourly rate
  • We test your emails against the top email clients supported by Email on Acid
  • MailNinja are not responsible for any Mailchimp or other ESP related issues
Fees and payment terms
  • When we start a new email campaign design, this counts as 1 email and is charged at the rate listed on our website
  • Redesign/recoding after approval counts as a new email
  • Pricing shown is exclusive of VAT for UK customers (+20%) 
  • Payments will be charged automatically via our platform using our chosen payment processor Stripe on 1st (or thereabouts) of each month
  • Refunds will not be issued, unless the order is cancelled before email campaign design work has started
Campaign variant limitations
  • Changes to up to 35% of the primary email’s content
  • Cosmetic changes only, no structural changes
  • No bespoke banner designs, although minor alterations to the primary banner can be applied
  • Any changes above these limits, are charged at our hourly rate

Email template creation

Privacy policy
  • To migrate your template, we will need manager-level access to your Mailchimp account. It is your responsibility to revoke access if you wish
  • We will not share your information with any third parties
Terms of service
  • We will not provide services free of charge that go beyond the agreed scope of work
  • Additional charges may apply depending on the project complexity
  • Expedited delivery service is available for extra charge – agreed in advance of project commencement
  • We reserve the right to amend our pricing for any changes or additions to the project subsequent to our commencement of the project
  • We will not provide services for any project or potential client for content which is offensive, illegal or which contains illicit or infringing material
  • We reserve the right to refuse to work on any project, without the need for providing justification
Working schedule
  • Our office hours are 9am-5:30pm Monday to Thursday, 9am-3pm on Fridays
  • When we state turnaround times, we do not include weekends
  • We have a Christmas shutdown, however our team will publicise the dates in advance
Turnaround times
  • Unless specified, we will aim to complete your email template within 10 working days. Delays may occur if we cannot reach you by phone or email for your approval
Roles and responsibilities
  • To produce your email template in the agreed timeframe, we will need your timely feedback and approval
  • We will require a single point of contact for change requests, feedback and approval
Acceptance
  • Delivery is considered accepted if any of the following criteria has been met:
    • The client approves delivery, verbally or written
    • The client does not send any feedback/change request within five(5) working days of delivery
Fixes, change requests and post-delivery support
  • Our templates use pre-built code blocks, therefore we will not provide any changes related or structural changes, however we will provide 3 minor and 1 major design / style change/s per template
  • All changes and design annotations are to be provided to us via our email design tool ‘Canvas’
  • We will work on your changes together – if we are waiting for feedback, we will not work on your previous changes until we have had confirmation that all changes have been received
  • All changes after approval has been given are charged at our hourly rate
  • We test your emails against the top email clients supported by Email on Acid
  • We will fix code related problems that are specific to these supported email clients only
  • Template support is provided for up to 5 working days post-acceptance
  • General Mailchimp usage, best practice or strategic training are beyond the scope of template support
  • Template training is available and charged at our hourly rate
  • MailNinja are not responsible for any post-delivery day-to-day use of the email template
  • MailNinja are not responsible for any Mailchimp related issues
Payment terms
  • Pricing shown is exclusive of VAT for UK customers (+20%) 
  • Payments will be charged on a prepay basis on the day that the order is created
  • Whenever post-payment is available, by confirming the order, the client agrees to pay the agreed-upon amount for the services
  • Refunds will not be issued, unless the order is cancelled before any work has started
  • Non-Mailchimp templates will incur an additional 25% charge

Head office:
86-90 Paul Street
London
EC2A 4NE

Get in touch:
020 3514 4629
[email protected]uk

MailNinja is an email marketing agency and Mailchimp Partner from the United Kingdom
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