Last updated: 1 May 2026
1. How engagements work
This document describes our engagement model. It's supplementary to our Terms of Service and applies to all retainer engagements with NordicDigital Ltd.
2. Initial commitment
All retainer engagements begin with a 90-day initial period. This is the minimum time required to:
- Onboard your accounts and run a proper audit
- Build initial creative concepts and test enough variants to identify winners
- Set up lifecycle flows, attribution, and reporting infrastructure
- Generate enough performance data to make meaningful optimization decisions
Performance marketing doesn't happen in a fortnight. We commit our full attention for 90 days. After that, the engagement becomes month-to-month.
3. After the initial 90 days
Following the initial period, the engagement continues on a month-to-month basis. Either party may terminate with 30 days written notice by email to hello@nordicdigital.com.
During the notice period, we continue normal service delivery and complete any in-progress work.
4. What's included in retainers
Specific deliverables depend on your tier and Statement of Work. Standard inclusions across tiers:
- Dedicated account ownership with named primary contact
- Weekly performance review calls (30 minutes)
- Slack channel for day-to-day communication
- Custom Looker Studio dashboard, refreshed in real time
- Monthly written performance report
- Email response within one business day
5. What's not included
- Ad spend & third-party tool subscriptions — you pay platforms directly (Meta, Google, TikTok, Klaviyo, Triple Whale, etc.)
- Website development or design — we can audit and recommend, but we don't build sites
- Influencer marketing — we manage UGC creators (paid usage rights), not partnerships with celebrities or macro-influencers
- Brand identity / logo design — outside our scope
- Translations into languages outside English, Dutch, French — quoted separately
- Original video production / studio shoots — quoted separately if needed
6. Scope changes
If your needs change — new markets, new channels, new product launches — we'll quote a scope addition transparently. No surprise invoices. Scope additions take effect from the following month.
7. Refunds
- Monthly retainer fees are non-refundable once the service month has begun, as work is performed in advance against contracted hours.
- 14-day cooling-off period for new client engagements under UK consumer law where applicable. After the cooling-off period or first deliverable (whichever comes first), the engagement is binding.
- If we materially fail to deliver agreed scope and cannot remedy within 14 days of written notice, a pro-rated refund may be issued at our discretion.
8. Termination by us
We reserve the right to terminate immediately and without refund if you:
- Fail to pay invoices for more than 30 days past due
- Engage in unethical, illegal, or platform-policy-violating activity
- Materially breach our Terms of Service
- Create an unsafe working environment for our team
- Ask us to perform work that puts your ad accounts or our reputation at serious risk
9. Pause provision
You may pause your engagement for up to 30 days per calendar year with 14 days notice. Paid retainer time during a pause may be applied to the resumed engagement. Pauses longer than 30 days are treated as terminations.
10. Deliverables & handoff
On engagement termination:
- All deliverables produced and paid for transfer to you
- Access to your ad accounts, GA4, Klaviyo, and similar tools remains yours — we never hold them hostage
- We provide a written handoff document covering current state, what's running, and what to watch
- We offer 30 days of post-engagement email support for transition questions, at no additional cost
11. Confidentiality after termination
Mutual confidentiality obligations survive termination indefinitely. We may reference you in anonymised case studies unless otherwise agreed in writing.
12. Disputes
Disputes are first addressed by good-faith conversation. If unresolved within 30 days, the matter falls under our Terms of Service governing-law clause — courts of England and Wales.
13. Contact
Questions about an engagement: hello@nordicdigital.com
NordicDigital Ltd — Suite 3, 86-90 Paul Street, London, EC2A 4NE, United Kingdom
