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The terms that apply when you work with LuxAlta Marketing.
Last updated: 26 October 2026
Terms & Conditions
These terms apply to every service you buy from LuxAlta Marketing, whether through our website, by invoice or following a call. Please read them before you buy. They work alongside the other documents on this page: our Subscriptions & cancellations policy, our PR & media placement disclaimer, our Instagram management terms and our Privacy Policy. If there is a conflict, anything we have agreed with you in writing for a specific project comes first, then the service-specific terms, then these terms.
1. About us
1.1 LuxAlta Marketing is the trading name of Chris Mark Featherstone, a sole trader, whose business address is The Shard, 32 London Bridge Street, London SE1 9SG ("LuxAlta", "we", "us", "our").
1.2 You can contact us at hello@luxaltamarketing.com. Our website is luxaltamarketing.com.
1.3 We are not currently registered for VAT. The prices shown on our website are the full price you pay.
2. Who these terms are for
2.1 You must be at least 18 years old and able to enter into a binding contract to buy from us.
2.2 Consumers and business customers. Some of these terms apply differently depending on who you are:
- You are a consumer if you are an individual buying wholly or mainly for purposes outside your trade, business, craft or profession.
- You are a business customer if you are buying for the purposes of your trade, business, craft or profession. This includes sole traders, creators, influencers, founders and companies buying services to promote their work, brand or business.
2.3 Most people who buy PR, Instagram and strategy services from us do so to promote a business, brand or professional profile, and will be business customers. When you order, we will ask you to confirm which applies to you. If you are a consumer, you have legal rights that nothing in these terms takes away, and the terms marked "consumers" are written for you.
2.4 If you buy on behalf of a company or other organisation, you confirm that you are authorised to do so and that the organisation is bound by these terms.
3. Our services
3.1 We provide PR and media placement, Instagram growth and engagement services, single strategy services and bespoke marketing services (the "Services"). The description, price, minimum term and inclusions of each standard Service are shown on our website at the time you order.
3.2 Standard Services are bought directly on our website and paid upfront. Bespoke Services are priced on application and agreed with you in writing (for example in a proposal, statement of work or invoice), which forms part of your contract with us together with these terms.
3.3 We will provide the Services with reasonable care and skill, in line with the description on our website or in our written proposal. Where the nature of the work leaves a choice (for example which publication from our portfolio suits your story), that choice is ours, acting reasonably, unless we agree otherwise with you.
3.4 We may use carefully selected staff, contractors, partners and technology providers to deliver the Services. We remain responsible for the Services we provide to you.
3.5 What we do not promise. Marketing outcomes depend on audiences, algorithms, editors, platforms and on you. Unless we have expressly said otherwise in writing, we do not guarantee any particular number of followers, likes, comments, views, impressions, enquiries, leads, sales, revenue, brand deals, rankings or other commercial results. PR features are the exception, as explained in our PR & media placement disclaimer: the features we sell are guaranteed.
3.6 Our Services are marketing services. Nothing we provide is legal, financial, investment, tax or regulatory advice.
4. Ordering and your contract
4.1 When you place an order through our website, you are offering to buy the Service. Our contract with you starts once you have accepted these terms and paid (or we have agreed a payment arrangement with you), and we confirm your order by email. We start work straight away. For bespoke work, it starts when you accept our written proposal or pay our first invoice, whichever is earlier.
4.2 At checkout you will be shown the price, whether the Service is one-off or recurring, any minimum term and how to cancel, and you will be asked to confirm that you accept these terms. For managed Instagram services you will also be asked to confirm that you understand the Service needs authorised access to your account.
4.3 We may decline an order, for example if the Service is not suitable for you, if your content falls within section 9, or if we do not have capacity. If we decline an order after taking payment, we will refund you in full.
4.4 Please check that the information you give us is complete and accurate. We rely on it to provide the Services.
5. Prices and payment
5.1 Prices are in pounds sterling. Standard Services are paid upfront at checkout by card or other method offered through our payment provider, Stripe.
5.2 Subscriptions (Monthly PR, Instagram Growth, Engagement Network: Fully Managed and any monthly add-ons) are billed monthly in advance on the same date each month as your first payment, using the payment method you gave at checkout, until the subscription ends in line with our Subscriptions & cancellations policy. By starting a subscription you authorise us to take these recurring payments.
5.3 Instalments are available only for bespoke work over £1,000, by Stripe invoice, on the schedule stated in your proposal. Each instalment must be paid by its due date before the related stage of work begins.
5.4 If a payment fails or is not made when due, we will let you know and may retry the payment. If it remains unpaid 7 days after we tell you, we may pause the Services until payment is made. For business customers, we may also charge interest on overdue sums under the Late Payment of Commercial Debts (Interest) Act 1998 and recover reasonable costs of collecting the debt.
5.5 We may change our prices from time to time. Price changes do not affect orders already confirmed. For subscriptions, we will give you at least 30 days' notice of any price increase, which will not take effect during a minimum term. You may cancel before the new price applies.
5.6 If we become registered for VAT, we will tell you in advance how this affects the price of any continuing subscription, and you may cancel before any change applies.
6. Your right to cancel (consumers)
6.1 If you are a consumer and you buy from us online, by phone or otherwise at a distance, you normally have the right to cancel within 14 days without giving any reason. The cancellation period starts on the day after our contract is made. Business customers do not have this right.
6.2 Starting within the 14 days. Our Services start quickly, so at checkout you can ask us to begin during the cancellation period. If you do:
- you can still cancel within the 14 days, but you must pay for the Services provided up to the time you tell us. Because we start straight away, this is often most or all of the price; and
- you will lose the right to cancel once the Service has been fully performed within the 14 days (for example, once your PR feature has been published, your strategy document delivered and follow-up call held, your Strategy Session held, or you have been added to the Engagement Network).
6.3 If you do not ask us to start during the 14 days, we will begin once the cancellation period has ended.
6.4 How to cancel. Tell us clearly by emailing hello@luxaltamarketing.com, or use the cancellation link in your order confirmation. You can use this form if you wish, but you do not have to:
"To LuxAlta Marketing (Chris Mark Featherstone), hello@luxaltamarketing.com: I give notice that I cancel my contract for the following service: ______, ordered on ______. Name: ______. Email used at checkout: ______. Date: ______."
6.5 If, after deducting the value of the Services already provided, any money is due back to you, we will return it within 14 days of receiving your cancellation, using the payment method you used. Apart from this legal right, we do not give refunds (see our Subscriptions & cancellations policy).
7. What we need from you
7.1 To deliver the Services you agree to:
- give us accurate, complete and up-to-date information, and complete questionnaires and onboarding promptly;
- respond to reasonable requests, including reviewing and approving copy, within the time we ask (normally 5 working days);
- provide account access where a managed Service needs it, following our Instagram management terms;
- make sure that any content, images, logos, facts and claims you give us are true, not misleading, and that you have the right to let us use them;
- comply with the rules of any platform or publication we use for you; and
- treat our team and other members of our network with courtesy.
7.2 If you do not do these things, we may not be able to deliver the Services on time or at all. We are not responsible for delay or failure caused by you. Timescales shown on our website are typical, not guaranteed, and pause while we wait for you.
7.3 If you stop responding. If we need something from you to continue a one-off Service and you have not responded for 60 days after at least two reminders by email, we may close the order. The Service is then treated as provided, and no refund is due.
8. Account access and security
8.1 Some Services need access to your social media accounts. We will only ask for it through Meta's official access tools or a secure password manager. We will never ask you to send a password by email, messages, questionnaires or social media.
8.2 You remain the owner of your accounts at all times and can revoke our access whenever you wish. Our Instagram management terms explain how access works and the platform risks involved.
9. Content and conduct we will not support
9.1 We promote people, brands and businesses. We will not create or place content that:
- is unlawful, defamatory, discriminatory, hateful, obscene or infringes anyone's rights;
- makes claims that are false, unverified or misleading, including claims about earnings, investment returns or trading performance;
- would be a financial promotion, investment recommendation or invitation to buy or deal in any financial product, cryptoasset or investment;
- makes medical or health claims that are not permitted or that you cannot substantiate;
- promotes gambling, weapons, adult content, illegal drugs or anything else a publication or platform does not allow; or
- impersonates anyone or misrepresents who you are.
9.2 We may decline, pause or end a Service if we reasonably believe your content or activity falls within this section, or would put us, a publication, our network or our partners at legal or reputational risk. If we do this before any work has been done, we will refund you. Otherwise, section 14 applies.
10. Intellectual property
10.1 You keep ownership of everything you give us. You give us a non-exclusive, royalty-free licence to use it for the purpose of providing the Services.
10.2 Once you have paid in full, you may use the written documents we deliver to you (such as strategies and reports) for your own purposes. We keep ownership of our methods, templates, know-how and materials we created before or separately from your Service, and of anything we create that is not delivered to you.
10.3 Published articles are subject to the publication's own rights and terms. You may share links to your published features and describe yourself as featured in that publication.
10.4 Unless you ask us not to, we may mention that you are a client and refer to features published through us (for example on our website or social media). We will only publish testimonials or results with your permission.
11. Confidentiality
11.1 Each of us will keep confidential any non-public information the other shares about its business, and use it only to perform or receive the Services. This does not apply to information that is already public, that we are required by law to disclose, or that we need to share with our partners to deliver the Services.
11.2 Our contacts, publication portfolio, pricing, partner arrangements and Engagement Network membership are our confidential information. Business customers agree not to use this information to deal directly with the publications, partners or providers we use for the Services, with the aim of bypassing us, during the Service and for 12 months afterwards.
12. Our responsibility to you
12.1 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or anything else that cannot be limited or excluded by law. If you are a consumer, nothing in these terms affects your statutory rights, including your rights under the Consumer Rights Act 2015.
12.2 If you are a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. Loss is foreseeable if it is obvious it will happen or if we both knew it might happen when the contract was made. We are not responsible for loss that is not foreseeable, and, because our Services are provided to promote you or your work, we are not responsible for any loss of profit, business, income or opportunity.
12.3 If you are a business customer:
- we exclude all implied terms except those that cannot be excluded by law;
- we are not liable for any loss of profits, revenue, sales, business, contracts, opportunity, goodwill or reputation, loss of followers, audience or data, or any indirect or consequential loss; and
- our total liability to you arising from or in connection with our contract, whether in contract, tort (including negligence) or otherwise, is limited to the total fees you paid us for the Service concerned in the 12 months before the event giving rise to the claim.
12.4 We are not responsible for the acts or decisions of independent third parties we do not control, including publications and editors after publication, and Instagram, Meta and other platforms, except where we have caused the loss by failing to use reasonable care and skill.
12.5 Business customers will compensate us for any claims, losses and reasonable costs we suffer as a result of content or information you gave us being untrue, unlawful or infringing someone else's rights, or your breach of section 9.
13. Problems, complaints and disputed payments
13.1 If you are unhappy with anything we have done, please tell us first by emailing hello@luxaltamarketing.com with your order details. We will acknowledge your complaint within 5 working days and aim to resolve it within 14 days. Most problems can be fixed quickly, and where we have not provided something in line with our contract, we will put it right or re-perform it at no extra cost.
13.2 Disputed card payments. Before asking your bank or card provider to reverse a payment (a "chargeback"), we ask that you raise the issue with us under 13.1 and give us a fair chance to resolve it. This does not affect any right you have to contact your card provider.
13.3 If a chargeback or payment dispute is raised:
- we may pause the related Services and any linked access (including Engagement Network access) while it is investigated, because the payment for them is in question;
- we may give your card provider and our payment provider the evidence of your order, including your acceptance of these terms, the checkout confirmations you gave (including any request to start during the cancellation period and any account-access acknowledgement), and records of the work we delivered, communications and publication links; and
- raising a dispute does not by itself cancel a subscription. Please cancel in the usual way if you want it to end.
13.4 If a payment is reversed but the amount was properly owed under our contract (for example because the Service was delivered as agreed), the amount remains payable and we may take lawful steps to recover it. Business customers will also reimburse any dispute or chargeback fees charged to us and our reasonable costs of recovering the sum.
14. Ending the contract
14.1 You can end a subscription as set out in our Subscriptions & cancellations policy, and cancel as a consumer as set out in section 6.
14.2 You may also end the contract by telling us if we have seriously breached it and have not put things right within 14 days of you asking us to. You will receive a refund for any Services paid for but not provided.
14.3 We may end the contract, or suspend the Services, by telling you in writing if:
- you do not pay an amount due within 14 days of us reminding you;
- you seriously or repeatedly break these terms, including section 9;
- you are abusive, threatening or harassing towards our team, network members or partners; or
- a business customer becomes insolvent or stops trading.
14.4 If we end the contract under 14.3, amounts you have already paid are not refunded, except where the law requires it. Remaining payments due for a minimum term already committed to may still be payable where the law allows.
14.5 We may also stop providing a Service altogether (for example if a publication or platform changes in a way that means we cannot continue). We will give you reasonable notice where we can and refund anything paid for Services we will not provide.
14.6 Sections that are meant to continue after the contract ends (including payment of sums due, intellectual property, confidentiality and our responsibility to you) will continue.
15. Events outside our control
We are not responsible for delay or failure caused by events outside our reasonable control, including changes to platform rules, algorithms or access, publication or editorial decisions, outages of third-party services, or illness. If this happens, we will tell you, take reasonable steps to limit the effect, and, if the delay lasts more than 30 days, either of us may end the affected Service and you will receive a refund for anything paid for but not provided.
16. Communications
16.1 We will communicate with you mainly by email, and may also use video calls. Notices under these terms should be sent to hello@luxaltamarketing.com, or to the email address you gave us.
16.2 You agree that information we are required to give you, including order confirmations, can be given by email.
17. General
17.1 We may make changes to these terms, for example to reflect changes in law or in our Services. The terms that apply to your order are those in force when you placed it. For subscriptions, we will give you at least 30 days' notice of any material change, and you may cancel before it takes effect.
17.2 We may transfer our contract to another organisation, and we will tell you if we do. You may only transfer your contract with our written agreement.
17.3 If a court finds part of these terms unlawful, the rest will continue in force.
17.4 If we do not enforce our rights straight away, we can still enforce them later.
17.5 Nobody else has any rights under this contract.
17.6 These terms, together with the documents referred to in them, are the whole agreement between us for your order. Business customers confirm they have not relied on any statement not set out in them.
17.7 Governing law and courts. These terms are governed by the law of England and Wales. Business customers agree that the courts of England and Wales have exclusive jurisdiction. If you are a consumer, you may bring proceedings in England and Wales, or in the courts of Scotland or Northern Ireland if you live there.
Privacy Policy
This policy explains how LuxAlta Marketing collects and uses personal data about you when you visit our website, request a free audit, apply to work with us, buy our services or contact us, and what your rights are under UK data protection law.
1. Who we are
1.1 Chris Mark Featherstone, a sole trader trading as LuxAlta Marketing, of The Shard, 32 London Bridge Street, London SE1 9SG, is the controller of the personal data described in this policy.
1.2 For any question about this policy or your data, email hello@luxaltamarketing.com.
1.3 When we manage an Instagram account for a client, we may handle personal data about the client's followers and contacts on the client's behalf. For that data, our client is the controller and we act as their processor (see our Instagram management terms).
2. The data we collect
- Identity and contact data: name, brand or company name, email address, phone number, job title, location.
- Social media data: Instagram handle and profile URL, account type, follower count, links to other profiles, and the targeting preferences you give us.
- Account access data: where a managed service needs it, the access you grant through Meta's tools or login details shared through our secure password manager.
- Questionnaire and project data: your answers to our PR and onboarding questionnaires, your story, business information, achievements, images and materials you send us, and copy you approve. This can include information about other people you mention, and anything you choose to tell us about yourself.
- Transaction data: what you bought, when, and payment status. Card details are collected and held by our payment provider, Stripe; we do not see or store your full card number.
- Communications data: emails, call bookings, notes of calls and your feedback.
- Audit and application data: your answers to our free brand audit and Apply to Work With Us forms, your score and any follow-up request.
- Technical and usage data: IP address, device and browser information, and how you use our website, measured with cookie-free analytics (see our Cookie Policy).
- Marketing preferences: whether you have agreed to hear from us.
Special category data. We do not ask for information about your health, religion, ethnicity, sexual orientation or similar. If you choose to include it in your story (for example, a health journey that forms part of your feature), we will use it only to prepare your feature with your explicit consent, which you can withdraw at any time before publication.
3. How we collect it
Directly from you (through our forms, checkout, questionnaires, email and calls); from our service providers (such as Stripe confirming your payment, or Calendly confirming a booking); from publicly available sources such as your public social media profiles and website, when we prepare an audit or strategy for you; and automatically when you use our website.
4. How we use it, and our lawful bases
- To provide the services you buy, including onboarding, PR development and placement, Instagram services, strategy documents, calls, reporting, the client portal and support. Lawful basis: performance of our contract with you.
- To take payment, manage subscriptions, prevent fraud and handle payment disputes, including providing evidence of your order and our delivery to your card provider. Contract, and our legitimate interests in being paid and protecting our business.
- To run the free brand audit and respond to applications and enquiries, including following up where you ask us to. Steps at your request before entering a contract, and our legitimate interests in responding to people interested in our services.
- To keep business, tax and accounting records. Legal obligation.
- To send marketing emails about our services. Your consent, or, if you are a client, our legitimate interests in telling you about similar services (you can opt out at any time).
- To improve our website and services and understand how they are used, using cookie-free analytics that do not identify you. Our legitimate interests.
- To feature you as a client, publish testimonials or case studies. Your consent.
- To establish, exercise or defend legal claims and comply with the law. Legitimate interests and legal obligation.
Where we rely on legitimate interests, we have considered that our interests are not overridden by your rights. You can ask us for more detail.
Automated scoring. The free brand audit gives an automated score based on your answers, to suggest a next step. It has no legal or similarly significant effect on you, and a person reviews any follow-up.
5. Who we share it with
We share personal data only as needed with:
- Stripe (payments and subscriptions);
- Tally (forms and questionnaires);
- Calendly (call bookings);
- Google Workspace (email, documents and storage);
- Render (website and client portal hosting), Resend (client portal sign-in emails) and GoDaddy (domain services);
- our CRM provider (client and enquiry records and communications);
- Cloudflare (cookie-free website analytics);
- our growth partner (to deliver Instagram Growth, including account access);
- our secure password manager provider (storage of account access details);
- publications and editors (your approved feature and the information needed to publish it);
- members of our Engagement Network (your Instagram handle and the content you share in the network);
- professional advisers, such as accountants, lawyers and insurers; and
- authorities, card providers, or anyone else where the law requires it or where needed to resolve a payment dispute or protect our rights.
Our service providers act on our instructions and must keep your data secure. We do not sell your personal data.
6. International transfers
Some of our providers are based in, or store data in, countries outside the UK, including the United States and the European Economic Area. Where this happens, we make sure the transfer is protected, for example because the country has UK adequacy regulations (including the UK Extension to the EU-US Data Privacy Framework, where the provider is certified) or because the provider has signed the UK International Data Transfer Agreement or the UK Addendum to the EU standard contractual clauses. You can ask us for details.
7. How long we keep it
- Client records (contract, order, payment, questionnaires, deliverables and correspondence): 6 years after our contract ends, for legal, tax and dispute purposes.
- Account access details: deleted within 7 days of your service ending or your access being revoked.
- Free audit, application and enquiry data where you do not become a client: 24 months after our last contact.
- Marketing preferences: until you unsubscribe, then kept on a suppression list so we do not contact you again.
- Website analytics: aggregated visit statistics only, which do not identify you.
Published features remain online under the control of the publication.
8. How we keep it secure
We use appropriate technical and organisational measures, including access controls, two-factor authentication on our systems, and a secure password manager for any account access details. We never ask you to send passwords by email or messages.
9. Your rights
You have the right to:
- ask for a copy of your personal data;
- ask us to correct data that is wrong or incomplete;
- ask us to delete your data;
- ask us to restrict how we use your data;
- object to our use of your data based on legitimate interests, and to object at any time to direct marketing;
- ask us to transfer data you gave us to you or another organisation; and
- withdraw consent at any time, where we rely on consent (this does not affect anything we did before).
Some rights have exceptions, for example where we must keep records by law. To use any of these rights, email hello@luxaltamarketing.com. We will respond within one month, and there is normally no charge.
10. Complaints
If you are unhappy with how we have used your data, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner's Office (ICO), the UK data protection regulator, at ico.org.uk or on 0303 123 1113.
11. Children
Our services are not intended for anyone under 18, and we do not knowingly collect their data.
12. Changes to this policy
We may update this policy from time to time. The date at the top shows when it last changed. We will tell clients about significant changes.
Subscriptions & cancellations
This policy explains how payments, minimum terms, renewals and cancellations work for each LuxAlta service. It forms part of our Terms & Conditions. If you are a consumer, nothing here affects your legal rights, including your 14-day right to cancel (section 6 of our Terms & Conditions).
1. At a glance
- One-off PR (PR Essential £99, PR Premium £350, PR Prestige £550; PR Elite bespoke, price on application): one payment, upfront. No subscription.
- Monthly PR (PR Essential £150/month, PR Premium £550/month, PR Prestige £1,000/month): billed monthly in advance. 3-month minimum term, then monthly rolling. After the minimum term, cancel with 30 days' notice.
- Instagram Growth (£99/month): billed monthly in advance. Monthly rolling, no minimum term. Cancel before your next renewal date.
- Engagement Network: Self Managed (£129): one payment. No subscription.
- Engagement Network: Fully Managed (£99/month): billed monthly in advance. 3-month minimum term (£297 in total), then monthly rolling. Cancel before your next renewal date once the minimum term has ended.
- Add-ons to Monthly PR (Instagram Growth +£99/month; and the Engagement Network, either Self Managed +£129 one-off or Fully Managed +£99/month): billed with your Monthly PR, with a Self Managed one-off fee added to your first payment. Each add-on follows the terms of the service it adds: Instagram Growth has no minimum term; Self Managed is a one-off payment with no subscription; Fully Managed Engagement has a 3-month minimum from the date it was added.
- Single services (£99 to £349): one payment, upfront. Delivered as a written document plus a follow-up call, or, for the Strategy Session, a call you book after payment.
- Bespoke work: priced on application. Paid upfront, or by Stripe invoice in instalments for work over £1,000, as set out in your proposal.
The price, whether a service is recurring, and any minimum term are always shown before you pay.
2. How subscriptions work
2.1 Your first payment is taken at checkout. Later payments are taken automatically on the same date each month (or the nearest date in shorter months) using the payment method you gave, until your subscription ends.
2.2 Minimum terms. Where a service has a minimum term, you commit to paying for the whole of it. The minimum term starts on the date of your first payment. For example, a Monthly PR subscription started on 10 March runs for at least three monthly payments (10 March, 10 April and 10 May), with the first date you can end it being 9 June.
2.3 Changing tier. You can ask to move to a different Monthly PR tier. Changes take effect from your next billing date. Changing tier does not restart your minimum term: it continues from your original start date.
2.4 Reminders. We will send you your receipts by email and will remind you before renewals where the law requires it. We will also tell you in good time before any price change (see section 5.5 of our Terms & Conditions).
2.5 Pausing. Subscriptions cannot be paused unless we agree in writing. If we cannot provide a service because of something on your side (for example, you have removed our account access or not supplied information we need), your subscription continues. If you no longer want the service, please cancel.
3. How to cancel a subscription
3.1 You can cancel online, at any time, in either of these ways:
- use the "Manage subscription" link in any of your payment receipts or at our customer portal, which lets you cancel in a few clicks; or
- email hello@luxaltamarketing.com from the address you used at checkout, saying which subscription you want to cancel.
3.2 We will confirm your cancellation by email, including the date your service and payments will end.
3.3 When cancellation takes effect:
- Instagram Growth: cancel at any time before your next renewal date. No further payments will be taken and the service continues until the end of the month you have paid for.
- Engagement Network: Fully Managed: you can give notice at any time, including during the minimum term. Your subscription ends at the end of the paid month in which you cancel, or at the end of the 3-month minimum term if that is later.
- Monthly PR: you can give notice at any time, including during the minimum term. Your subscription ends 30 days after your notice, or at the end of the 3-month minimum term if that is later. Any payment falling due within the 30-day notice period is still payable, and we will continue to deliver the service for the period you have paid for.
3.4 Cancelling a Monthly PR subscription also cancels any add-ons to it, subject to each add-on's own minimum term. You can also cancel an add-on on its own.
3.5 After a managed Instagram service ends, please remove our access to your account and change your password if you shared a login. See our Instagram management terms.
4. Your 14-day right to cancel (consumers)
4.1 If you are a consumer, you can cancel any order within 14 days of our contract being made, as explained in section 6 of our Terms & Conditions. For a subscription, this applies to the start of the subscription. Any additional rights you have under the law on subscription contracts, including any right to cancel after a renewal, are not affected.
4.2 Our work starts as soon as you have paid, so at checkout you can ask us to begin straight away. If you then cancel within the 14 days, you pay for the work done up to that point, which is often most or all of the price. Once a service has been fully provided (for example, your feature has been published, your document delivered or your session held, or you have been added to the Engagement Network), the right to cancel ends.
4.3 Business customers do not have a 14-day right to cancel.
5. No refunds
5.1 Once you have accepted our terms and paid (or agreed a payment arrangement), work begins straight away. For this reason all payments are final and we do not give refunds, including for change of mind, for services already started or delivered, or for the remainder of a minimum term.
5.2 If something goes wrong on our side. If we have not provided a service as described or with reasonable care and skill, please tell us and we will put it right or re-perform the relevant part at no extra cost. For PR, a removed feature is replaced as set out in our PR & media placement disclaimer.
5.3 Results. We do not guarantee follower numbers, engagement, sales or other results, so results that differ from what you hoped for are not a fault in the service.
5.4 Nothing in this policy affects your legal rights as a consumer, including your 14-day right to cancel and your rights under the Consumer Rights Act 2015.
6. Missed payments and disputes
6.1 If a subscription payment fails, we will let you know and retry it. If it is still unpaid 7 days after we tell you, we may pause the service until it is paid. Unpaid amounts due for a minimum term remain payable.
6.2 If you think you have been charged incorrectly, please contact us first at hello@luxaltamarketing.com. We will look into it straight away and correct any genuine error. Section 13 of our Terms & Conditions explains what happens if a payment is disputed with your bank or card provider.
PR & media placement disclaimer
This explains exactly what our PR services include, what is guaranteed and what is not. It forms part of our Terms & Conditions.
1. What is guaranteed
1.1 Every PR feature we sell is guaranteed. When you buy a PR package, we guarantee that the feature or features included in it will be published in a publication from LuxAlta's own publication portfolio, matched to your niche.
1.2 One-off PR: PR Essential includes one feature. PR Premium and PR Prestige include the placements described on our website at the time of purchase, chosen by LuxAlta to suit your story, unless we agree the publications with you on a tailored call.
1.3 Monthly PR: each plan shows an indicative number of features per month (around 2 for PR Essential, 1 to 2 higher-tier features for PR Premium and 1 to 4 tier-one features for PR Prestige). The exact number in any month depends on your story, the publications available and the forecasting call where you have one. We guarantee at least one published feature for each paid month.
2. How publications are chosen
2.1 Unless we agree otherwise on a tailored call, we choose the specific publication, having regard to your niche, story, profile, editorial suitability and current availability. You are buying a professionally developed feature placed in a suitable publication, not the right to choose any publication you like.
2.2 Publications shown on our website are examples of where clients could be featured. They are opportunities, not formal partnerships, and availability changes over time. Publications we describe as places our clients have been featured are genuine past placements.
2.3 If a publication we planned to use becomes unavailable, we will place your feature in another publication of comparable standing from our portfolio.
3. Your story, your approval
3.1 We develop your feature from your questionnaire and any further information you give us. You are responsible for the accuracy of that information. Please tell us straight away if anything is wrong.
3.2 Where the publication allows it, we will send you the copy for approval before submission. Please approve or request changes within 5 working days. We will make reasonable changes to fix factual errors or reflect your preferences, provided they meet the publication's editorial requirements. Once you approve the copy, later changes may not be possible.
3.3 Publications keep editorial control. They may edit headlines, copy, images and layout, and may label content as sponsored, advertorial, partner or promoted content where their policies or the law require it.
4. Timing
4.1 A feature typically takes 5 days to 3 weeks from receiving your payment and completed questionnaire, depending on the publication, the campaign, editorial schedules and how quickly you respond. These are typical timescales, not guaranteed dates.
4.2 PR Premium and PR Prestige monthly clients have a forecasting call before each month to plan upcoming placements.
5. After publication
5.1 Once your feature is published, the service for that feature is complete. We will send you the link.
5.2 Publications decide how long content stays online, where it appears on their site, and whether it is indexed by search engines or shared on their social media. We do not control these decisions.
5.3 If a publication removes your feature within 30 days of publication for reasons that are not connected with you or your content, we will arrange a replacement feature at no extra cost.
5.4 You may describe yourself as "featured in" or "as seen in" a publication where your feature has been published. Please do not use a publication's logo in a way that suggests it endorses you, and follow any rules the publication sets.
6. What is not guaranteed
We do not guarantee any particular:
- publication title, unless agreed with you in writing on a tailored call;
- headline, position, prominence or length of time online;
- readership, traffic, search ranking, social shares or backlinks; or
- enquiries, followers, sales, revenue, investment, brand deals or any other commercial result.
7. Content we cannot publish
7.1 LuxAlta promotes people, brands and businesses. We do not promote financial products or investments. We will not publish content that:
- is, or could be, a financial promotion, investment recommendation or invitation to buy or deal in any financial product, cryptoasset or investment;
- states or implies trading results, returns or earnings that have not been verified;
- makes claims that are untrue, unverified or misleading, or that you cannot back up with evidence; or
- falls within section 9 of our Terms & Conditions.
7.2 If you work in finance, trading, crypto, health or another regulated area, your feature will focus on you, your story and your business, not on selling a regulated product. You are responsible for your own regulatory compliance.
7.3 If we cannot publish a feature because of your content or conduct, or because information you gave us turns out to be untrue, this is not a failure of our guarantee. We will work with you to find a suitable angle. If that is not possible, our Terms & Conditions set out what happens.
Instagram management terms & account access
These terms apply to our Instagram services: Instagram Growth, Engagement Network: Self Managed, Engagement Network: Fully Managed, and Instagram work within single or bespoke services. They form part of our Terms & Conditions.
1. Your account stays yours
1.1 You remain the owner of your Instagram account at all times. We act on your behalf only to deliver the service you have bought.
1.2 You can revoke our access whenever you wish. If you do, we will not be able to deliver a managed service, and your subscription will continue until you cancel it (see our Subscriptions & cancellations policy).
2. Account access
2.1 Instagram Growth and Engagement Network: Fully Managed are managed services. They require you to authorise us to access the Instagram account being managed. You confirm this before you buy.
2.2 After purchase, you will complete our secure account-access process. We use Meta's official access tools where they can do the job. Where a login is genuinely needed, you share it through a secure password manager that we use for this purpose.
2.3 We will never ask you to send your password by email, text, WhatsApp, direct message or through a questionnaire. If anyone claiming to be from LuxAlta asks you to do this, do not reply and contact us at hello@luxaltamarketing.com.
2.4 You agree to:
- give access only to an account that you own or are authorised to manage;
- keep your access details current, and tell us before you change your password or security settings so the service is not interrupted;
- help us with any login verification or two-factor authentication step needed to keep access working; and
- not run other growth, automation or engagement tools on the account at the same time without telling us, as this increases the risk of platform restrictions.
2.5 We limit access to the people who need it to deliver your service, including our growth partner for Instagram Growth, and keep access details secure and encrypted. We will not post to your feed, change your profile, delete content, message anyone outside the scope of your service or make purchases on your account without your permission.
2.6 When your service ends, we will stop using your account and delete any stored login details within 7 days. We recommend that you then remove any connected access and change your password.
3. Instagram Growth
3.1 Instagram Growth is done-for-you audience growth. We and our growth partner use the targeting preferences you give us (such as reference accounts, locations, languages, demographics, interests and exclusions) to help your profile reach a more relevant audience, and refine that targeting over time.
3.2 We do not sell followers. We do not buy followers, likes or comments for you, and we do not use fake accounts.
3.3 We do not guarantee any number of followers, likes, comments, views, engagement or sales. Results depend on your content, niche, profile, audience behaviour and Instagram itself. Some people who follow you may later unfollow you; this is normal.
3.4 We send a monthly report based on the data available to us. There is no client dashboard.
4. The Engagement Network
4.1 The LuxAlta Engagement Network is a private community of Instagram profiles, organised through private Instagram group chats, where members share content and have opportunities for discovery, engagement, networking and collaboration.
4.2 Self Managed: you give us your Instagram handle at purchase and we add you to the network manually within 24 hours of payment. You decide when and how you take part. No password is needed. Your access continues for as long as we operate the network.
4.3 Fully Managed: we take part in the network on your behalf, including engaging with network content and handling network direct messages from your account. You keep posting your own content as normal. This requires account access under section 2.
4.4 No guaranteed engagement. Members take part voluntarily and at their own discretion. Being in the network does not guarantee any number of likes, comments, followers, views or interactions, or engagement from any particular or verified account. The size and make-up of the network changes over time.
4.5 Network rules. Members must be respectful and must not:
- spam, harass or abuse other members, or send them unsolicited sales messages;
- share other members' content, messages, screenshots or personal information outside the network without their permission;
- post content that falls within section 9 of our Terms & Conditions; or
- add other people to the network or share access with anyone else.
4.6 We may remove anyone who breaks these rules. If we remove you for a serious or repeated breach, Fully Managed will end under section 14 of our Terms & Conditions.
5. Platform rules and risk
5.1 Instagram is run by Meta, not by us. Meta sets its own terms, community guidelines and limits, and can change them, or change how Instagram works, at any time.
5.2 Meta's terms restrict certain automated activity and the use of third-party services with login access. Using a managed service that involves account access, including our services, carries a risk that Instagram may limit features, require verification, temporarily restrict or lock the account, or in some cases disable it. By choosing a managed service, you accept this risk.
5.3 We work to reduce this risk, for example by keeping activity at measured levels and following the targeting you approve. We are not responsible for action Meta takes against your account, or for changes to Instagram that affect the service, unless it was caused by our failure to use reasonable care and skill or our breach of these terms.
5.4 If Instagram restricts your account, tell us and we will pause activity and help where we can. If a change to Instagram means we can no longer provide a service, we will tell you and refund anything paid for the period we cannot provide.
5.5 You remain responsible for your own content, and for keeping your account compliant with Instagram's rules.
6. Messages and personal data on your account
6.1 When we manage your account, we may see personal data about other people, such as followers' profiles and messages. We process that data only on your instructions and to deliver your service, keep it confidential and secure, use only trusted sub-processors (including our growth partner), help you respond to requests from those people, and delete it when the service ends. For this data you are the controller and we are your processor, and these terms form the contract required by data protection law for that purpose. Our Privacy Policy explains how we handle your own personal data.