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PANGOLYN

Terms & Conditions

Terms & Conditions
Last updated: 2 September 2026
These Terms & Conditions apply to services provided by Nicholas Graham-Brown trading as Pangolyn ("Pangolyn", "we", "us" or "our").
By accepting a quotation, proposal or other written agreement from Pangolyn, or by instructing us to begin work, you ("the Client", "you" or "your") agree to these Terms & Conditions.
Individual projects may also be subject to a written quotation, proposal, statement of work or other agreement. Where there is a conflict between these Terms & Conditions and a specific written agreement, the specific agreement will take precedence.
1. About Pangolyn
Pangolyn is a trading name of:
Nicholas Graham-Brown
17 Coxwell Avenue
Farnborough
GU14 6FT
United Kingdom
Email: info@pangolyn.co.uk
Pangolyn provides creative, design, branding, content, marketing, website and related digital services.
2. Our services
The services we provide will be described in the quotation, proposal, statement of work or other written agreement provided to you.
Depending on the project, services may include:

  • Branding and visual identity

  • Graphic design

  • Website design and development

  • Content creation and copywriting

  • Marketing strategy and campaign development

  • Social media content

  • Digital marketing

  • Creative consultancy

  • Other creative or marketing services agreed between us

We will make reasonable efforts to deliver the services described in the agreed scope.
Unless expressly stated otherwise, services or deliverables not included in the agreed scope will be treated as additional work and may incur additional charges.
3. Quotes and acceptance
Our quotations will normally specify:

  • The services and deliverables included

  • The estimated or agreed timescale

  • The applicable fees

  • Any payment schedule

  • The number of revisions or rounds of amends included

  • Any significant assumptions or requirements

Unless otherwise stated, quotations are valid for 30 days.
A contract is formed when you:

  • accept our quotation or proposal in writing;

  • make a payment requested to commence the project; or

  • otherwise instruct us to begin work.

Once work has commenced, cancellation may result in charges for work already completed and reasonable costs incurred.
4. Changes to the agreed scope
We understand that projects can evolve.
If you request work that falls materially outside the agreed scope, we will let you know before carrying out the additional work where reasonably practicable.
Additional work may be charged at our applicable hourly rate or quoted separately.
Changes to the project that materially affect the agreed timescale may also require the delivery date to be revised.
We will not deliberately carry out significant additional chargeable work without making you aware of the likely additional cost.
5. Client responsibilities
To allow us to deliver the project effectively, you agree to provide information, materials, decisions and approvals reasonably required for the work.
This may include:

  • Brand information and guidelines

  • Copy and written content

  • Images, photographs and other media

  • Logos and existing brand assets

  • Website or social-media access

  • Feedback and approvals

  • Other information reasonably required to complete the project

You are responsible for ensuring that materials you provide to Pangolyn do not infringe the rights of another person or organisation.
You also confirm that you have the necessary rights and permissions to provide those materials to us and to instruct us to use them.
If delays occur because required information, materials, feedback or approvals are not provided on time, the project timetable may need to be extended.
6. Client approval
We will provide drafts or proofs for your review where appropriate.
You are responsible for carefully checking and approving content, designs and other deliverables before they are published, printed or otherwise used.
Once a deliverable has been approved, subsequent changes requested by you may be treated as additional work.
Pangolyn is not responsible for errors that were present in an approved deliverable and which could reasonably have been identified during the approval process.
This does not affect any rights you may have under applicable law.
7. Revisions and amendments
The number of revisions included within a project will normally be specified in the quotation or proposal.
Where no specific number is stated, the agreed fee includes a reasonable number of revisions necessary to bring the work in line with the agreed brief.
Requests for substantial changes to the original brief, a previously approved direction or completed work may be treated as additional work.
We will discuss significant additional work and associated costs with you before proceeding wherever reasonably practicable.
8. Fees and payment
Our fees and payment schedule will be set out in the relevant quotation, proposal or invoice.
Unless otherwise agreed:

  • Invoices are payable within 14 days of the invoice date.

  • We may require an upfront payment before commencing certain projects.

  • We may require staged payments for larger or longer projects.

  • Final deliverables or transfer of relevant rights may be withheld until outstanding invoices have been paid in full.

If an invoice remains unpaid after its due date, we may suspend work until payment has been received.
We reserve the right to charge interest on overdue business-to-business payments where permitted by law.
For qualifying business debts, we may also seek statutory compensation and reasonable recovery costs in accordance with applicable legislation.
9. Expenses and third-party costs
Unless expressly included in our quotation, the Client is responsible for reasonable third-party costs required for a project.
These may include:

  • Stock photography or video

  • Fonts and licences

  • Paid software, plugins or applications

  • Website hosting or domain costs

  • Printing

  • Advertising spend

  • Specialist contractors

  • Photography or videography

  • Other third-party services

We will normally obtain your approval before committing you to a significant third-party cost.
Third-party products and services remain subject to the relevant provider's own terms and conditions.
10. Intellectual property
Unless otherwise agreed in writing, Pangolyn retains ownership of its pre-existing intellectual property, including:

  • Templates

  • Design systems

  • Processes and methodologies

  • Concepts not selected by the Client

  • Generic design elements

  • Reusable tools and resources

  • Know-how and techniques developed independently of a particular project

Where Pangolyn creates original work specifically for you, the rights in the final agreed deliverables will be transferred or licensed to you as specified in the relevant quotation or agreement.
Unless otherwise agreed, any transfer of intellectual property rights in bespoke final deliverables is conditional upon payment of all amounts due for the relevant project.
Third-party materials, including fonts, stock imagery, software, plugins and other licensed assets, remain subject to their respective licence terms and may not be transferable to you.
Where appropriate, we will identify third-party licensing requirements as part of the project.
11. Unused concepts and working files
Unless otherwise agreed, concepts, drafts and design directions that are not selected by the Client remain the property of Pangolyn.
Editable working files and source files are not automatically included in project fees unless expressly stated in the quotation or agreement.
If you require source or working files, we can agree their provision and any applicable additional fee.
12. Portfolio and promotional use
Unless you ask us otherwise, Pangolyn may display completed work produced for you in its portfolio, website, social media, presentations and other promotional materials.
We will not knowingly disclose confidential information when doing so.
If a project is confidential, commercially sensitive or subject to an agreed embargo, please tell us before publication.
You can ask us not to use particular work for promotional purposes, and we will consider such requests reasonably.
13. Websites and third-party platforms
Where Pangolyn provides website design or development services, the website may rely upon third-party platforms, hosting providers, software, plugins, APIs or other services.
These may include platforms such as Wix, Google, Microsoft, Meta or other providers.
Pangolyn cannot guarantee the uninterrupted availability or continued functionality of third-party services.
Changes, outages, security issues, pricing changes or functionality changes made by third-party providers may affect a website or service.
Unless expressly included in the agreed scope, ongoing hosting, domain registration, maintenance, software subscriptions, security monitoring and third-party licence fees remain the Client's responsibility.
14. Marketing and advertising services
Where Pangolyn provides marketing or advertising services, we will use reasonable skill and care in developing and implementing the agreed work.
However, we cannot guarantee particular levels of:

  • Sales

  • Leads

  • Website traffic

  • Advertising performance

  • Search-engine rankings

  • Social-media reach

  • Engagement

  • Conversions

  • Revenue

Marketing performance can be affected by many factors outside our reasonable control.
Where advertising spend is paid to a third-party platform, such as Google, Meta or LinkedIn, that advertising spend is separate from Pangolyn's fees unless expressly stated otherwise.
15. AI-assisted work
Pangolyn may use artificial intelligence tools as part of its creative, research, development or administrative processes where appropriate.
Where AI-assisted tools are used, Pangolyn remains responsible for applying appropriate human review and professional judgement to the work delivered to the Client.
Unless otherwise agreed, the Client remains responsible for reviewing and approving final content before publication.
Where a project involves particularly sensitive, confidential or personal information, we will take reasonable steps to use appropriate tools and processes.
16. Confidentiality
Each party agrees to keep confidential information received from the other party confidential and to use it only for the purposes of the project or business relationship.
This obligation does not apply to information that:

  • Is already publicly available;

  • Becomes publicly available without breach of this agreement;

  • Was already lawfully known to the receiving party;

  • Is independently developed; or

  • Must be disclosed by law or a lawful authority.

17. Personal data
Pangolyn will handle personal information in accordance with its Privacy Policy and applicable UK data protection law.
Where Pangolyn processes personal data on behalf of a Client, the Client will generally remain the data controller and Pangolyn will act as a data processor.
Where required, the parties will enter into a separate Data Processing Agreement setting out the relevant responsibilities and processing arrangements.
The Client is responsible for ensuring that any personal data supplied to Pangolyn has been collected and may lawfully be processed for the intended purpose.
18. Cancellation and termination
Either party may request to end a project or ongoing service arrangement.
Where a Client cancels a project after work has commenced, the Client remains responsible for:

  • Work completed up to the date of cancellation;

  • Approved third-party costs already incurred;

  • Other reasonable, non-cancellable costs incurred specifically for the project.

For ongoing services, the applicable notice period will be set out in the relevant agreement.
Pangolyn may suspend or terminate services where:

  • Invoices remain materially overdue;

  • The Client repeatedly fails to provide information or approvals necessary to complete the work;

  • The Client asks us to undertake unlawful activity;

  • Continuing the relationship would create a serious legal, ethical or reputational risk; or

  • The Client materially breaches these Terms & Conditions and does not remedy the breach within a reasonable period after being asked to do so.

Nothing in this section affects any statutory cancellation rights that may apply to consumers.
19. Consumer cancellation rights
Where you are a consumer rather than acting for business purposes, you may have statutory rights to cancel certain contracts made at a distance or away from business premises.
Where applicable, we will provide the information required by consumer law regarding cancellation rights before the contract is formed.
If you ask Pangolyn to begin providing services during a statutory cancellation period, you may be asked to expressly request that we begin work before that period has expired.
Where the law permits us to do so, you may be required to pay a proportionate amount for services supplied before cancellation.
Nothing in these Terms & Conditions is intended to remove or restrict statutory rights that cannot lawfully be excluded.
20. Our responsibility to you
We will provide our services with reasonable care and skill.
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.
In particular, nothing in these Terms & Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.
Subject to the above and to applicable law, Pangolyn will not be responsible for indirect or consequential losses that were not reasonably foreseeable at the time the contract was formed.
For business clients, and subject to applicable law, Pangolyn's total liability arising from a particular project will normally be limited to the total fees paid or payable to Pangolyn for that project.
This limitation does not apply where such a limitation would be unlawful.
21. Events outside our control
We will not be responsible for delays caused by circumstances beyond our reasonable control.
These may include:

  • Major technical failures

  • Internet or hosting outages

  • Third-party platform failures

  • Cybersecurity incidents

  • Natural disasters

  • Government action

  • Industrial disputes

  • Serious illness

  • Power failures

  • Other events that could not reasonably have been anticipated or prevented

Where such an event occurs, we will make reasonable efforts to minimise its effect and resume the services as soon as reasonably practicable.
22. Complaints
We want Pangolyn's clients to be happy with the work we provide.
If you have a concern or complaint, please contact us at:
info@pangolyn.co.uk
We will acknowledge your complaint and work with you to try to resolve it fairly and reasonably.
23. Changes to these Terms & Conditions
We may update these Terms & Conditions from time to time.
The version applicable to a particular project will normally be the version in force when the contract was formed, unless we subsequently agree otherwise with you.
Changes to these Terms & Conditions will not automatically alter an existing agreement.
24. General
If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply.
A failure or delay by either party to enforce a right under these Terms & Conditions does not constitute a waiver of that right.
These Terms & Conditions, together with the applicable quotation, proposal or other written agreement, constitute the agreement between Pangolyn and the Client in relation to the relevant services.
25. Governing law
These Terms & Conditions are governed by the law of England and Wales.
Any disputes will be subject to the jurisdiction of the courts of England and Wales, except where applicable law provides otherwise.
© 2026 Nicholas Graham-Brown trading as Pangolyn. All rights reserved.

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