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Terms and Conditions

You are using a website operated by RMS Marketing, Advertising & Public Relations Limited (registered in England and Wales number 2664968) trading as Reputation Matters.

Please read these Terms and Conditions carefully before signing up to Reputation Matters. Your access to and use of the service is conditioned on your acceptance of and compliance with these Terms. These Terms apply to all users. By accessing or using the services, you agree to be bound by these Terms. If you disagree with any part of the terms, then you may not access the Service.

Reputation Matters is referred to as the “Provider” or “we” in this agreement.

You are required to be an individual and agree to these Terms and Conditions in order to become a client or you must be part of an organisation or company that authorises you to register on their behalf.

Website content

  • The content of this website is the property of RMS Marketing, Advertising & Public Relations Limited. You do not have the right to copy or imitate this content without our permission.
  • The information contained in this website is for general purposes only. We endeavour to keep the information contained on the website up-to-date and correct.
  • RMS Marketing, Advertising & Public Relations Limited owns all intellectual property rights relating to this website. This includes but is not limited to original graphics, logos, photographs and videos. You do not have the right to reproduce this intellectual property nor do you have the right to acquire ownership of these rights without first obtaining a non-exclusive agreement with ourselves. RMS reserves the right to ask you to remove any links you may publish to our website.

Changes, amendments, and modifications

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. What constitutes a material change will be determined at our sole discretion.

Questions

If you have any questions regarding these Terms and Conditions, or if you have any questions, complaints, claims or other legal concerns relating to Reputation Matters, please contact hello@reputation-matters.co.uk

1. Service Overview

The Provider agrees to deliver crisis communications support as outlined below:

365 CRISIS SUPPORT – £475 per month plus VAT

  • 6 hours crisis support per month (worth £1,500)
  • Dedicated and experienced account manager, on-call to guide and support you.
  • Additional hours at a reduced rate of £125 per hour
  • Access to downloadable guides, practical tips, checklists, protocols
  • Quarterly Reputation Bulletin

EMERGENCY CRISIS SUPPORT – £5,000 one-off plus VAT

  • 30 hours crisis support (worth £7,000)
  • Dedicated and experienced account manager, on-call to guide and support you.
  • Additional hours at a reduced rate of £125 per hour

2. Support Hours & Usage

  • Hours reset every calendar month. Unused hours do not roll over.
  • Additional hours are billed at the rates specified above.
  • Support is provided remotely unless otherwise agreed.

3. Availability & Response

  • We aim to respond within two hours during standard business hours (Monday–Friday, 09:00 – 18:00 GMT) and within four hours at weekends.

4. Fees and Payment

  • In exchange for the services provided under the selected plan, the Client agrees to pay the monthly subscription fee as outlined in the invoice or subscription agreement.
  • Payment for all orders must be made by using the payment options displayed on the checkout page. Note that we use a payment services provider to process payments on our behalf, and we do not process your payment details ourselves.
  • Payment is due in advance each month and subject to the terms outlined in this agreement.
  • The subscription can be cancelled at any time by either the Client or the Provider.
  • The Provider is entitled to increase prices at any time during the Contract term up to a maximum of 30%
  • We accept major credit/debit cards (e.g. Visa, Mastercard, American Express) and digital wallets (e.g. Apple Pay, Google Pay). All our payments are processed securely by Stripe. We do not handle or store your payment details.
  • We never store or have access to your credit or debit card details.

5. Service Outcomes and Modifications

  • The Provider does not guarantee specific outcomes, media coverage, reputational results, or resolution timelines.
  • The Provider reserves the right to update, modify, or withdraw elements of the service (including downloadable resources, workshops, or support features) at any time.
  • Continued use of the service following such changes constitutes acceptance of the updated terms.
  • Time shall not be considered “of the essence” in this agreement.
  • The Provider reserves the right at any time to alter, amend, change, modify or withdraw the format, the features and/or benefits of the subscription packages.

6. Liability

  • Except in cases of death or personal injury caused by negligence, the Provider’s total liability under this agreement shall not exceed the total fees paid by the Client in the preceding three months.
  • The Provider shall not be liable for:
    • Loss of profits, contracts, goodwill, revenue, or business opportunity.
    • Destruction of data or reputational damage.
    • Indirect, consequential, or special losses, whether foreseeable or not.
  • Liability is limited to the total fees paid in the preceding three months.

7. Indemnity

  • The Client agrees to indemnify and hold harmless the Provider from any claims, liabilities, or damages arising from the Client’s use of the service, breach of this agreement, or reliance on advice provided.

8. Confidentiality

  • All client information and communications are treated as confidential.
  • No information will be disclosed without written consent, unless required by law.

9. GDPR & Data Protection

  • The Provider will process personal data in accordance with the UK GDPR and Data Protection Act 2018.
  • Data will only be collected and processed for the purpose of delivering contracted services.
  • The Provider will implement appropriate technical and organisational measures to safeguard personal data.
  • The Client has the right to access, rectify, or request deletion of their personal data at any time.
  • No personal data will be shared with third parties without explicit consent, unless legally required.

10. Termination

  • Either party may terminate the agreement with 30 days’ notice.
  • No refunds will be issued for unused hours or partial months unless agreed in writing.

11. Force Majeure

  • If the Provider fails to perform the terms of the service and that failure is due solely to matters beyond its control, such as but not limited to, act of God, force majeure, mechanical or technical difficulties, strikes then the Provider will have no liability to the Client.

12. Agreement

  • By subscribing to the Crisis Communications Support Plan, the Client agrees to the terms outlined above.