Definitions and Interpretation

In this Agreement:

• “Agreement” means these Terms, Service descriptions, Payment Terms, and Statement of Work.

• “Neuvella” means Sam Charles t/a Neuvella (formerly Float Digital).

• “Client” means the company receiving Services, including its employees and representatives.

• “Fees” means all amounts payable under the Agreement.

• “Payment Terms” means agreed payment schedules.

• “Services” means all marketing services provided by Neuvella.

Where conflict exists, the Statement of Work prevails except for payment terms, which are governed by Payment Terms.

Payment

• Quotes are valid for 30 days.

• Fees are payable monthly in advance unless otherwise agreed.

• Prices are in GBP (£) and include applicable taxes unless stated otherwise.

• We may adjust rates no more than once every six months with 2 months’ written notice.

• Services may be suspended or terminated for non-payment.

• We may withhold deliverables, access, or assets until full payment is received.

• Invoice queries must be raised within 7 days.

Services – General

• Clients must provide access to relevant tools (e.g. Google Analytics, Google Ads, CMS).

• Clients must not engage third parties for competing services during the Agreement.

• Clients must act on reasonable recommendations within a timely manner.

• We aim to respond to communications within 3–5 working days.

• Delays in Client feedback may impact performance.

• We may use subcontractors where required.

• Clients are responsible for ensuring their website terms and systems are compatible with implemented marketing tools.

SEO Services

• SEO recommendations must be implemented by the Client unless otherwise agreed.

• Reported links are accurate at time of reporting but may change or be removed afterward.

• We do not guarantee permanence of backlinks.

• We are not responsible for harm caused by black-hat SEO practices used by the Client or third parties.

• Client website changes may undo optimisation work and may require additional fees to rectify.

Google Ads

• Clients must not modify campaigns without written approval.

• Unauthorised changes may result in termination of responsibility for performance outcomes.

• Ad spend may fluctuate up to 10% or more due to platform behaviour.

• Budget changes must be submitted in writing and may take up to 30 days to implement.

• We do not guarantee specific performance outcomes, leads, or returns from advertising spend.

Website Changes, Migrations & Client Systems

Neuvella is not responsible for loss of tracking, performance, SEO impact, or campaign disruption caused by:

• Website redesigns or migrations

• CMS or plugin changes

• Developer edits or third-party work

• Hosting issues or downtime

• Removal or alteration of tracking scripts

Any reimplementation work may be chargeable unless otherwise agreed.

Third-Party Platforms, Tracking & Advertising Systems

Neuvella is not responsible for the performance, availability, accuracy, or continuity of third-party platforms including (but not limited to) Google Analytics, Google Ads, Google Tag Manager, or similar systems.

We may carry out reasonable initial checks and assist with troubleshooting where possible, but we do not guarantee ongoing tracking, attribution, or advertising delivery.

Platform issues may arise due to:

• System outages or downtime

• Policy changes or account restrictions

• Consent or privacy updates

• Migration or implementation changes

• External technical limitations

We will assist in diagnosis where reasonably practicable, but ultimate resolution depends on third-party providers or Client-controlled systems.

Attribution & Reporting Limitations

Reports and analytics data are directional indicators only. Neuvella does not guarantee accuracy or completeness of tracking or attribution data.

Variations may occur due to:

• Cookie consent limitations

• Cross-device behaviour

• Privacy restrictions (including GDPR updates)

• Platform modelling or sampling

• Tracking suppression or browser limitations

Reports should not be interpreted as absolute truth but as performance guidance.

Tracking Consent & Compliance

The Client is responsible for ensuring appropriate cookie consent mechanisms and privacy compliance (including GDPR requirements) are correctly implemented.

Neuvella is not liable for data loss, tracking limitations, or advertising restrictions caused by missing or misconfigured consent systems.

Platform Access & Ownership

• The Client retains ownership of all advertising and analytics accounts.

• Neuvella is not responsible for loss of access or performance due to:

  • Password changes

  • Permission removal

  • Account restrictions

  • Third-party platform enforcement

Support & Issue Resolution

We provide reasonable, best-effort support for technical and marketing issues.

We do not guarantee resolution timelines or outcomes where issues arise from:

• Third-party systems

• Client-managed environments

• Platform restrictions

• External technical failures

Liability

These provisions define Neuvella’s total liability under this Agreement.

• We accept no liability for loss of profit, goodwill, business, or indirect/consequential losses.

• We do not guarantee increased traffic, sales, rankings, leads, or performance outcomes.

• We are not responsible for downtime, tracking loss, or platform changes beyond our control.

• Client website status and uptime are the Client’s responsibility.

• External platform failures (including Google services) are outside our control and responsibility.

Nothing in this Agreement excludes liability for fraud or where liability cannot be excluded by law.

Confidentiality

Both parties agree to keep confidential all commercial and technical information disclosed during the Agreement.

Disclosure is limited to personnel who require access to fulfil obligations.

This obligation survives termination.

Promotional Materials

The Client grants Neuvella permission to use their name, logo, and performance data for case studies and marketing purposes unless otherwise agreed in writing.

Termination

• Services may be cancelled with 30 days’ notice after the first month.

• Immediate termination may occur in cases of:

  • Non-payment

  • Breach of terms

  • Abuse or harassment

• Either party may terminate with notice as outlined above.

Changes to These Terms

We may update these Terms as required.

• Clients will be notified where legally or reasonably required.

• Updated versions will be published on our website for new clients.