Terms and conditions

Who we are

Penavo is the trading name of Leo Allcorn and Mollie Harvey, who run the business together and are based in England. When this page says “we” or “us”, that’s who it means. You can reach us by phone or WhatsApp on 07379 724530. Our postal address is on every agreement and invoice.

How these terms work

These terms apply whenever you work with us. They sit alongside your agreement, which sets out exactly what you're getting, what it costs and when it starts, and which we both sign. If the two ever disagree, the agreement comes first, then these terms. Signing your agreement, or making your first payment, means you accept both.

Monthly packages

We offer three packages (Starter, Growth and Full Service), each at one fixed price a month. They are the same service in three sizes: what changes is how much content we make and how often it goes out. What each one includes is on our packages page, and the one you've chosen is written into your agreement.
Adding to a package. Any package can have comments and messages answered for you, and paid adverts set up and managed. Each is a fixed amount a month on top of the package price. The prices are on our packages page, and what you've added is listed in your agreement.
Posting it yourself. You can take the posting off any package and pay less. We still plan, film and edit, and hand over the finished videos and photographs ready for you to post.
Carrying things over. Anything we've made for you that hasn't gone out by the end of a month can go out the next month instead, as long as it still fits: photographs usually do, a post about last week's offer doesn't. The allowance itself isn't saved up, though. A shoot day, or a number of videos, that goes unused in a month because we were waiting on you isn't added to the next one.

How long it runs

A package runs for at least six months. After that it carries on month to month until either of us ends it with 30 days' notice, in writing (a WhatsApp message or email is fine).
Adding to it. You can move up to a bigger package, or add replies or adverts, at any time. The new price starts with your next monthly payment.
Taking away from it. Once the first six months are up, you can move down to a smaller package, drop replies or adverts, or take over the posting yourself, with 30 days' notice.
If our prices change. We may change our prices at any time. We'll always tell you at least one month before a new price applies to you. If you'd rather not continue at the new price, tell us before it starts and you can end the package from that date without any charge, even if that's inside your first six months.
What happens if you need to stop early is in our refunds and cancellations policy.

Shoot days

Shoot days are agreed in advance and go in the diary for both of us. We'll arrive on time and stay for the time your package covers.
If you need to move a shoot day, tell us as early as you can and we'll do our best to find another date that month. If a shoot day is cancelled with less than 48 hours' notice, or we arrive and can't film, it counts as that month's shoot day.
Please get any permission needed to film at your premises, and tell us about any restrictions beforehand.
Please tell your staff we're coming. If anyone would rather not appear, say so and we'll keep them out of shot wherever we reasonably can.
If we're filming your customers or clients, it's your place and your relationship: please make sure they're happy to be filmed before we start.

The plan, and your yes

Each month we send you a plan of what we suggest posting and when. You see every edit before it's published, in your client login.
Nothing goes out until you've said yes to it. We need your answer in good time to keep to the schedule: if we're waiting on you, posts may go out later than planned.
Two rounds of changes to each edit are included. That means adjustments to the edit we've sent, not a new edit, a reshoot or a different idea. Anything beyond that is quoted before we do it.
Creative decisions (shots, edit, music, captions and which photographs make the final set) are ours, guided by what we've agreed with you.
Your client login is private to you. Please keep your access code to yourself and the people in your business who need it.

What we need from you

The facts. Prices, opening times, offers, menus, qualifications and anything else we say about your business come from you, and you're responsible for them being right and legal to say. If something changes, tell us.
If your trade has its own advertising rules (health and medical claims, alcohol, financial services, age-restricted products and so on), you're responsible for what we're asked to say meeting them. We'll flag anything that looks risky to us.
Anything you give us to use (logos, photographs, music, footage) must be yours to use, or used with the owner's permission.
Someone we can reach. We'll need a named person who can answer questions and approve posts.

Your accounts

Your social media accounts, pages and advertising accounts stay yours. You give us the access we need to post, reply and run adverts for you.
Where a platform lets you add us as a team member, we'll ask you to do that rather than share a password. If a password is the only way, we keep it private and use it only for your work.
You can remove our access at any time. When your package ends, we remove ourselves and hand back anything of yours.
We follow each platform's rules. The platforms make their own decisions about what they show, restrict or remove, and they change how they work without warning. We can't be responsible for those decisions, or for a platform being unavailable.

Posting

If posting is part of your package, we publish your approved posts to the accounts named in your agreement, on the schedule in your plan, with captions we write for you.
We use music we're licensed to use, or the music a platform provides for business accounts.

Comments and messages

If you've added replies, we answer comments and messages in your name, using what you've told us about your business, on the days you've chosen: weekdays, or every day. We answer during the working day, not instantly and not overnight.
Anything we can't or shouldn't answer for you (a complaint, a refund, a booking we can't confirm, a medical or legal question) we pass straight to you.

Paid adverts

If you've added adverts, our monthly fee covers setting them up, looking after them and telling you how they're doing. The platforms approve or reject adverts under their own rules.
Your advertising budget is separate from our fee. You pay it directly to the platform, on your own payment method, and you decide how much.

Reports and targets

Every package includes a monthly report. It shows what went out and how it did, using the numbers the platforms give us. We report them as they are.
At the start we audit your accounts and agree targets with you for the months ahead. Your reports show how each month stands against them.
Results depend on things outside our control, such as the platforms, the season and your own market. Targets are aims we work towards together, not guarantees of a particular number of views, followers, enquiries or sales.

Payment

Monthly packages: one fixed payment a month, in advance, for as long as the package runs. It's collected by Direct Debit, or paid by bank transfer if we've agreed that with you.
Your payment day is the day of the month your package started. If another day would suit you better, ask and we'll move it. We'll confirm the new date before it applies.
Deposit: on a monthly package it's 40% of the first month, and it comes off your first payment. On a one-off job it's 20% of the total or £100, whichever is greater. Your start date or shoot date is held once the deposit has cleared.
Direct Debits are collected for us by a regulated payment provider, and are covered by the Direct Debit Guarantee. We'll always tell you the amount and the date before the first one is taken, and before either changes.
If a monthly payment fails, we'll let you know and collect it again within a few days. If a month stays unpaid, we may pause the work until it's settled.
One-off jobs: the balance is due within 14 days of delivery, by bank transfer to the details on your invoice.
If you're a business and a payment is late, we may claim interest and compensation under the Late Payment of Commercial Debts (Interest) Act 1998.

Cancellations and refunds

Deposits aren't refundable, except in an emergency, which we'll consider case by case. Everything else, including ending a package, what happens if we have to cancel and your rights if you're booking as an individual, is in our refunds and cancellations policy.

One-off shoots

We still take single shoots: a film, a set of photographs, an event. Each one starts with a written quote, and anything you'd like to add afterwards is quoted before we do it.
We aim to deliver within four weeks of the shoot, unless your quote says otherwise. Extra time on the day is charged at the rate on your quote.

Your files

Your finished videos and photographs come through a private link. Please download them and keep your own copy. We keep them available for 12 months after delivery, but can't guarantee them beyond that.
Raw footage and unselected photographs aren't included unless your agreement or quote says so.

Who owns the work

We own the copyright in everything we film and photograph, which is standard in the UK. Once you've paid for it, you get a licence to use it:

Businesses: to promote your own business, anywhere, for as long as you like, including after your package has ended.
Personal shoots: for personal use, including sharing with friends and family and posting on your own social media.

The licence doesn't cover selling the work, licensing it to anyone else or entering it into competitions. If you'd like to do any of that, ask. It's usually straightforward. Your accounts, your followers and anything you give us to work with stay yours.

Our portfolio

We may show work we've made for you on our website and social media. If you'd rather we didn't, just tell us, at any time, and we won't. Anyone who appears in our work can ask us to take it down, and we never feature children without a parent's permission.

Keeping things private

Running your social media means we see how your business works. We keep what we learn about your business, your customers and your accounts to ourselves, and use it only to do the work. If someone else works with us on your account, they're bound by the same promise and we're responsible for what they do.

If something goes wrong

We use professional equipment and back up everything we shoot. If equipment failure, or anything else outside our reasonable control, means we can't deliver part of what you've paid for, we'll make it up or refund that part.
If you're unhappy with something, tell us. We'd much rather put it right than hear about it later.
We can't be responsible for things that are outside our control: a venue limiting where we can film, for example, or a platform being unavailable, changing how it works, or restricting an account.
Our total liability to you is limited to what you've paid us in the three months before the problem, or on a one-off job, what you've paid us for that job.
Nothing in these terms limits liability for death or personal injury caused by negligence, or anything else the law doesn't allow us to limit.

Your information

How we handle personal information is set out in our privacy policy.

Changes to these terms

We may update these terms from time to time. If a change affects a package that's already running, we'll tell you at least 30 days before it applies.

The legal bit

These terms are governed by the law of England and Wales. Nothing in them affects your statutory rights.