1. Scope of Services

The Pim Collective ("the Agency") provides creative and design services within the pre-purchased hours as outlined in this Agreement. Services include but are not limited to:

• Branding & Brand Refreshes

• Website Updates & Design

• Packaging & Print Design

• Collateral Creation

• Illustrative & Artistic Projects

If you have a specific request, let us know, and we’ll confirm whether it falls within our scope and skillset.

2. Validity Period of Hours (unless agreed upon otherwise)

• 20-hour buckets – Valid for 3 months from the date of purchase.

• 30, 40, and 50-hour buckets – Valid for 6 months from the date of purchase.

• Unused hours expire after their validity period, but we’ll always notify you before they do.

3. Payment Terms

• Full payment is required upfront before work begins.

• Hours are pre-purchased at a discounted rate compared to our standard hourly pricing.

4. Usage of Hours & Task Requests

• The Client can submit tasks via email or other method of preference including project management tools.

• Work can generally begin within 1-3 business days, depending on our current workload and the scope of the request. We can also schedule work in advance as well, closer to when you’re ready to begin.

• We maintain a shared Google Spreadsheet, allowing you to see how your hours are allocated, what’s in progress, and what remains.

5. Priority & Scheduling

• Clients with active buckets receive priority scheduling over standard hourly work.

• While we do our best to accommodate urgent tasks, same-day or next-day turnaround cannot be guaranteed. We recommend providing as much notice as possible for time-sensitive requests.

6. Who Works on Your Projects?

• The Agency assigns tasks based on expertise, ensuring the best results for each project.

• You will typically work with one to two lead team members at any given time for consistency and focus.

• Calls for project discussions and brainstorming are included and not billed against your hours - feel free to schedule one in at any time!

7. Sharing & Flexibility

• Hours can be used across multiple brands or projects you manage.

• Buckets can be replenished at any time. To avoid interruptions, existing client buckets are prioritised before new ones.

• Once a bucket is used up, there is no obligation to purchase another. Buckets operate on a flexible, pay-as-you-go basis and are not retainers.

8. Adjustments & Expanding Hours

• If you need more hours than remain in your bucket, we’ll notify you and provide a link to purchase additional hours if you prefer, or bill for the remaining at an hourly or flat rate.

• You can adjust your bucket size for future purchases, including decreasing or increasing as you see fit. You can increase your bucket at any time, including an active bucket. In this case, you’ll be billed for the difference. Active buckets cannot be decreased however.

9. Revisions & Additional Costs

• Small revisions including preparing files for usage and print are usually not tracked as hours. Larger revisions and changes in scope/direction are considered billable work, and are deducted from your pre-purchased hours.

10. Ownership

• Final selected work is owned by the Client.

11. Confidentiality

The Agency will treat all Client information as confidential and will not disclose any proprietary information.

12. Service Deficiencies & Resolution

• If you believe there is a deficiency in the work delivered, you must notify the Agency within 10 business days of receiving the work.

• The Agency will make reasonable efforts to resolve concerns.

13. Refund Policy

No Refunds on Pre-Purchased Hours

• Hours are non-refundable due to the discounted rate and pre-scheduling required.

• Hours may be transferred to other clients/brands if preferred.

Project Cancellations

• If the Client cancels, no refunds are given for unused hours.

• If the Agency cancels due to unforeseen circumstances, the Client will be refunded for any unused hours at the original purchase rate.

Satisfaction Guarantee

• The Agency strives for high-quality work and will attempt to resolve issues before considering any refunds.

• A partial refund may be considered for unused hours only at the Agency’s discretion and in extreme circumstances.

14. Pricing Adjustments & Notifications

The Agency reserves the right to update pricing for the Bucket of Hours offering. Clients will be notified in advance of any price adjustments, and a 2-3 month transitionary period will be provided to allow Clients to purchase additional hours at the existing rate before new pricing takes effect.

15. Force Majeure

Neither party is liable for failure to perform obligations if caused by unforeseen events beyond reasonable control, including but not limited to acts of God, war, pandemics, or natural disasters. In such cases, both parties will work together to reschedule remaining work, but no refunds will be issued.

Contact Information

📧 Email: info@thepimcollective.co
🌐 Website: www.thepimcollective.co