Customer Terms of Service

This is a practical guide only. Your Order, these full Terms and any Data Processing Schedule form the legal agreement and take priority if anything differs.

The contract consists of: (1) the Order or checkout selection; (2) these Terms; (3) the Data Processing Schedule where applicable; and (4) any service-specific written schedule. If they conflict, that order of priority applies unless the Order expressly says otherwise.

1.1 These Terms are between the Supplier identified above (“Pierblu”, “we”, “us”) and the person or organisation identified in the Order (“Customer”, “you”).

1.2 You accept the contract by clicking acceptance, signing an Order, paying, connecting a social account, submitting a campaign or using the Services. If you act for an organisation, you warrant that you have authority to bind it.

1.3 The Services are offered for business purposes. You confirm that you are acting wholly or mainly in the course of business. If mandatory consumer law applies despite this clause, those rights are not excluded.

“Account” means your Pierblu account and connected third-party accounts.

“Approved Content” means Content approved through the agreed workflow or treated as approved under an expressly selected workflow.

“Content” means copy, captions, images, graphics, carousels, audio, video, templates, metadata and other campaign materials.

“Customer Materials” means all data, websites, marks, instructions, media, credentials and materials supplied or made accessible by you.

“Deliverables” means final Content identified in the Order, excluding Pierblu Tools and third-party materials.

“Order” means the checkout record, proposal, statement of work or plan selection specifying Services, fees and commercial choices.

“Pierblu Tools” means Pierblu’s software, platform, templates, prompts, workflows, methods, know-how, models, libraries and reusable elements.

“Platform” means a third-party social, advertising, hosting, AI, analytics or publishing service.

“Services” means the research, creation, review, scheduling, publishing, analysis and related work stated in the Order.

3.1 Pierblu will provide the Services with reasonable care and skill, materially in accordance with the Order. The Order determines the plan, campaign duration, channels, posting frequency, formats, video length or quality, approval workflow, revision allowance and optional services.

3.2 Pierblu may review your website, authorised competitor or inspiration links, advertisements you identify, campaign information and specific requests, and may use these inputs to research, analyse and generate campaign Content. Reference material guides style and strategy; it is not permission to copy protected material.

3.3 Pierblu may use employees, contractors and technology providers to perform the Services. We remain responsible for performance of our contractual obligations, subject to these Terms.

3.4 Paid-media buying, advertising spend, influencer engagement, bespoke filming, stock licences, premium AI generation, voice cloning, avatars, translations, moderation and community management are excluded unless the Order includes them.

3.5 Any timeline depends on timely Customer Materials, access, approvals and payment. We may adjust schedules reasonably where inputs are late, a Platform changes, or safety, quality or legal concerns arise.

4.1 You will provide accurate, complete and timely materials, instructions, access and feedback. You warrant that you own or are authorised to use, and permit Pierblu to use, all Customer Materials, including names, images, music, testimonials, trademarks, personal data and likenesses.

4.2 You grant Pierblu a worldwide, non-exclusive, royalty-free licence during the contract to host, copy, adapt, analyse and use Customer Materials only to provide, secure and improve the contracted Services and as otherwise documented in the Order or privacy notice.

4.3 You authorise Pierblu to connect to and act through designated Accounts for the limited purpose of providing the Services. You must retain ultimate administrator control, follow Platform security requirements, promptly revoke departed users, and notify us of compromise.

4.4 You must not provide unlawful, infringing, deceptive, defamatory, discriminatory, unsafe or malicious materials or instructions, or request impersonation, undisclosed synthetic endorsements, fake reviews, prohibited targeting or manipulation.

5.1 You acknowledge that Pierblu may use generative AI, automation and third-party tools. Outputs are probabilistic and can be inaccurate, incomplete, similar to other outputs, visually imperfect or unsuitable without review.

5.2 Pierblu will apply reasonable preflight and quality checks appropriate to the plan, which may include timing, format, audio, brand alignment, overlay space, motion, anatomy, artefacts, captions and call-to-action safe areas. Checks do not replace Customer verification or guarantee detection of every issue.

5.3 Unless agreed otherwise, exact wording, prices, logos, legal copy, captions and calls-to-action will be applied in Pierblu’s controlled template or editing layer rather than relied upon as native detail within a generated video scene.

5.4 We do not warrant that AI output is unique, copyright-protectable in every territory, non-infringing in all circumstances, factually correct or free of resemblance to third-party material. We will reasonably investigate a properly evidenced concern and may replace affected Content.

5.5 Pierblu will not create a synthetic likeness or cloned voice of a real person unless you provide documented authority and any disclosure required by law, advertising rules or Platform terms.

6.1 The approval mode is stated in the Order: (a) approval required; (b) autopublish within agreed rules; or (c) another documented workflow.

6.2 Where approval is required, you must review all Content by the stated deadline, checking at least facts, spelling, dates, prices, offers, availability, substantiation, intellectual-property permissions, advertising disclosures, regulated claims, links and brand details. Approval confirms that you authorise publication.

6.3 Silence is not approval unless the Order expressly selects a “silence means approved” workflow and states the response period. Otherwise, Pierblu may pause, omit or reschedule unapproved Content without being in breach.

6.4 Under autopublish, you authorise publication without item-by-item approval within the campaign brief. You remain responsible for the brief and underlying claims. Pierblu may still pause any Content that appears risky or inconsistent.

6.5 We may correct obvious formatting or typographical issues without fresh approval if meaning is unchanged. Material changes require approval unless urgent removal or correction is reasonably necessary to reduce legal, safety, reputational or Platform risk.

7.1 Included revisions and re-render attempts are those stated in the Order. A revision is a change within the agreed brief; a new concept, changed offer, changed facts, changed direction or late Customer Material is additional work.

7.2 If Deliverables materially fail the agreed brief, notify us within 5 Business Days of delivery or before scheduled publication, whichever is earlier, with specific reasons. We will use reasonable efforts to correct the issue within the included allowance or, where caused by our failure, without additional charge.

7.3 Generative images and video may remain imperfect after re-rendering. An included re-render is an additional generation attempt, not a guarantee of a particular result. Further attempts, manual compositing, premium models or bespoke filming may be quoted separately.

7.4 Minor subjective preferences, unavoidable AI variation, Platform compression and differences between preview and live rendering are not defects if the Deliverable materially follows the agreed brief.

8.1 Platforms are independent third parties. Their terms, technical limits, content rules, APIs, algorithms, availability and moderation decisions apply and may change without notice.

8.2 Pierblu does not guarantee that a Platform will accept, publish, preserve, display, distribute or monetise Content, or maintain an integration. We are not liable for Platform outage, restriction, suspension, rejection, format change, deleted data, lost reach or an action caused by your Account history or conduct.

8.3 If a Platform change materially prevents a Service, we may use a reasonable alternative, adjust delivery, provide the Content for manual posting, or discontinue the affected element with a fair pro-rata credit for prepaid undelivered recurring Services where appropriate.

9.1 You are the advertiser and publisher of Customer campaigns. You are responsible for ensuring claims are truthful, substantiated, current and compliant with law, the CAP Code, sector rules and Platform policies, including clear recognition of advertising and permissions for testimonials and endorsements.

9.2 You must tell us before work begins if Content concerns regulated or higher-risk areas such as financial services, investments, gambling, alcohol, tobacco or nicotine, health, medicines, weight loss, children, politics, competitions, credit, property claims or environmental claims.

9.3 Pierblu does not provide legal, medical, financial or regulatory advice. We may reject, pause, label, amend or remove Content where we reasonably identify risk, and may require your written substantiation or professional approval.

9.4 You are responsible for promotion terms, eligibility, closing dates, prize fulfilment, availability, price accuracy, tax and any licences or permissions relating to your products and services.

10.1 Fees, currency, taxes, billing cycle, minimum term and payment date are stated in the Order. Fees are exclusive of VAT unless stated otherwise. Third-party spend and usage charges may be billed in advance or as incurred.

10.2 Recurring fees are payable in advance. You authorise the selected payment method for recurring charges. We may retry failed payments and suspend Services after reasonable notice while sums remain overdue.

10.3 Sequential or stacked discounts apply to the remaining price after the previous discount, not repeatedly to the original price. For example, £40 reduced by 50% is £20; a further 50% reduction is £10. Discounts are not additive unless expressly stated.

10.4 Promotional, duration, channel, frequency, referral, branding and subscription discounts apply only while their stated conditions continue. Unless the Order says otherwise, discounts cannot be exchanged for cash, retrospectively applied or combined beyond the configured sequence.

10.5 Film production (Quick, Signature and Showcase reels) is charged per film as a one-off amount shown before you pay, and is not included in any recurring plan fee. Motion posts generated from still images are included in the plan.

10.6 We may change future recurring fees by giving at least 30 days’ notice, effective from the next renewal after that notice. You may cancel before the change takes effect.

10.7 Overdue sums may accrue statutory interest and recovery costs to the extent permitted by the Late Payment of Commercial Debts (Interest) Act 1998. You may not set off sums except where legally required.

11.1 If you select the Pierblu branding discount, eligible Content may display “Driven by Pierblu”, Pierblu’s logo and/or the promotional wording shown in the Order (the “Pierblu Attribution”). The current discount and exact attribution are stated at checkout.

11.2 You grant permission for the Pierblu Attribution to remain visible, legible and unaltered on discounted Content. You may not crop, conceal or remove it while claiming the discount.

11.3 You may request removal for future Content. Unless agreed otherwise, removal ends the discount from the next billing cycle and the undiscounted price then applies. Pierblu may update the attribution reasonably on notice, provided it remains proportionate and does not materially alter your message.

12.1 Each party retains ownership of intellectual property it owned before the contract. You retain Customer Materials. Pierblu retains Pierblu Tools and all improvements, generic learning, reusable know-how and components that do not disclose your confidential information.

12.2 Once all applicable fees are paid, Pierblu assigns to you any copyright it owns in bespoke final Deliverables created solely for you, excluding Pierblu Tools and third-party materials. To the extent an assignment is ineffective or unavailable, Pierblu grants you a worldwide, perpetual, non-exclusive, royalty-free licence to use, reproduce, adapt, publish and distribute those Deliverables for your business.

12.3 Pierblu grants you a non-exclusive licence to use embedded Pierblu template elements only as part of the paid Deliverables. You may not extract, resell, sublicense, reverse engineer or use Pierblu Tools to create a competing template or service.

12.4 Stock media, fonts, music, AI model outputs and Platform elements remain subject to third-party terms. Transferability, territory, duration, media and paid-ad use may be limited. We will identify material restrictions known to us when reasonably practicable.

12.5 We may display public, published Deliverables and your name or logo in our portfolio only if the Order permits it or you later consent. Confidential or embargoed work will not be displayed.

13.1 Each party will protect the other’s confidential information using reasonable care, use it only for the contract and disclose it only to personnel and providers who need it and are bound by confidentiality.

13.2 This does not cover information that is public without breach, already lawfully known, independently developed or lawfully received from another source. Required legal disclosure is permitted where advance notice is lawful and practicable.

13.3 Credentials, unpublished campaigns, pricing strategy and security information are confidential. These obligations continue for 3 years after termination; trade secrets remain protected while legally confidential.

14.1 Each party will comply with applicable data protection law, including the UK GDPR and Data Protection Act 2018. Each party acts as an independent controller for its own account, billing, relationship and compliance data.

14.2 Where Pierblu processes personal data solely on your documented instructions to provide campaign or account services, you are controller and Pierblu is processor. Schedule 1 applies to that processing and forms the required written processing terms.

14.3 You will not instruct Pierblu to upload customer lists, use sensitive data, target individuals, scrape personal data or conduct direct marketing unless this is expressly included, lawful and supported by all required notices, lawful bases and consents.

14.4 Our privacy notice explains controller processing. Platform providers may act as independent controllers under their own terms and notices.

15.1 Each party warrants it has authority to enter the contract. Pierblu warrants reasonable care and skill. If Pierblu breaches that warranty, your primary remedy is re-performance of the affected Services where reasonably possible.

15.2 Except as expressly stated and to the fullest extent permitted by law, all implied warranties and conditions are excluded. Services and AI outputs are not guaranteed to be uninterrupted, error-free, unique or fit for an undisclosed purpose.

15.3 Pierblu does not guarantee impressions, reach, ranking, followers, engagement, leads, sales, conversion, revenue, return on ad spend, virality or any Platform outcome.

16.1 You will indemnify Pierblu against third-party claims, losses, damages, penalties and reasonable professional costs arising from Customer Materials, your products or services, unlawful or unsubstantiated claims, your breach of clauses 4 or 9, or publication contrary to Pierblu’s written warning, except to the extent caused by Pierblu’s breach.

16.2 Pierblu will promptly notify you of an indemnified claim, allow you reasonable control of the defence and settlement, and provide reasonable assistance at your cost. You may not settle in a way that admits fault by Pierblu or imposes non-financial obligations on Pierblu without consent.

17.1 Nothing limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of title, or any liability that cannot lawfully be limited.

17.2 Subject to clause 17.1, neither party is liable for indirect or consequential loss, or loss of profit, revenue, business, anticipated savings, goodwill, reputation, opportunity or data, whether direct or indirect. This does not excuse payment obligations.

17.3 Subject to clause 17.1, Pierblu’s total aggregate liability arising from the contract in any rolling 12-month period will not exceed 100% of the fees paid or payable for the affected Services in that period.

17.4 Pierblu is not liable for Customer Materials, Customer approvals, Platform acts, unauthorised Account access not caused by Pierblu, or events outside reasonable control. The parties agree the fees reflect this allocation of risk.

18.1 The contract starts on acceptance and continues for the term shown in the Order. Subscriptions have no minimum term: they renew each billing period unless cancelled through your Pierblu account (Billing → Cancel) or by emailing hello@pierblu.com before the next renewal date.

18.2 Cancellation takes effect at the end of the paid billing period. Except where law requires or these Terms state otherwise, fees already paid are non-refundable and approved third-party spend, one-off film charges and work completed remain payable.

18.3 Either party may terminate immediately by written notice if the other commits a material breach and, where remediable, fails to remedy it within 14 days after notice; becomes insolvent; or ceases business.

18.4 Pierblu may suspend immediately where reasonably necessary for non-payment, security, illegality, infringement, safety, reputational risk, Platform compliance or protection of systems or people. We will give notice and an opportunity to remedy where reasonably practicable.

18.5 On termination, access ends; each party must return or delete confidential information as required; accrued rights remain; and clauses intended to survive do so. You should export Deliverables before account closure. Pierblu may delete account Content after 90 days, subject to law and backups.

19.1 Send complaints to hello@pierblu.com with the campaign, post or invoice reference and your desired resolution. We aim to acknowledge within 2 Business Days and provide a substantive response within 10 Business Days.

19.2 Before court proceedings, authorised representatives will try in good faith for at least 14 days to resolve the dispute, except for urgent injunctions, debt recovery or limitation deadlines.

20.1 Neither party is liable for delay caused by events beyond reasonable control, provided it mitigates and resumes performance. Payment obligations already due are unaffected.

20.2 Pierblu may update these Terms for legal, security, technical or service reasons. Material changes to an ongoing subscription require at least 30 days’ notice and apply from the next renewal; you may cancel before they take effect.

20.3 You may not assign the contract without our consent. Pierblu may assign it to an affiliate or as part of a sale, merger or reorganisation, provided this does not materially reduce your rights.

20.4 Notices must be sent to the email or address in the Order and are deemed received when delivered without bounce-back during business hours, otherwise the next Business Day.

20.5 The contract is the entire agreement and supersedes prior statements about its subject. Neither party relies on statements not recorded in it, but fraud is not excluded. A waiver must be written. Invalid provisions are adjusted or severed without affecting the rest.

20.6 No third party has rights under the Contracts (Rights of Third Parties) Act 1999. Nothing creates employment, partnership, agency or fiduciary duties, except the limited authority to operate connected Accounts expressly granted here.

20.7 English law governs the contract and the courts of England and Wales have exclusive jurisdiction.

This Schedule applies only where Pierblu processes personal data as processor for the Customer. It is accompanied by our privacy notice and current sub-processor list.

Processor obligations

• Process personal data only on documented Customer instructions, including transfers, unless UK law requires otherwise; inform the Customer before legally required processing unless prohibited.
• Ensure authorised persons are bound by confidentiality and receive appropriate training.
• Implement appropriate technical and organisational measures under Article 32, proportionate to risk.
• Use sub-processors only with the Customer's general written authorisation; give reasonable advance notice of intended additions or replacements and an opportunity to object on reasonable data-protection grounds.
• Bind each sub-processor to equivalent data-protection obligations and remain responsible for its processing to the extent required by law and contract.
• Reasonably assist with data-subject requests, security, breach notification, data protection impact assessments and prior consultation.
• Notify the Customer without undue delay after becoming aware of a personal-data breach affecting Customer data, with the information needed for the Customer's response.
• At termination, at the Customer's choice, delete or return personal data and delete copies, unless law requires retention; protected backups may remain beyond use until ordinary deletion cycles.
• Provide information reasonably necessary to demonstrate compliance and permit proportionate audits no more than annually, on reasonable notice, during business hours, subject to confidentiality and security.
• Immediately inform the Customer if, in Pierblu's opinion, an instruction infringes applicable data-protection law.

International transfers and security

Pierblu will not make a restricted transfer of Customer personal data without a lawful transfer mechanism and required safeguards. You authorise use of the Platforms and sub-processors identified in the current sub-processor list, including their disclosed processing locations.

Security measures include role-based access, multi-factor authentication where available, encryption in transit, protected credential storage, logging, backups, patching, provider due diligence, incident response and access removal.

These choices are recorded through checkout or a written proposal and form part of your Order:

• Customer legal name and contact
• Plan and campaign name
• Business goal and audience
• Channels
• Posting frequency
• Start date and duration
• Content formats and quantities
• Video duration, quality and model
• Included revisions and re-renders
• Approval mode and response deadline
• Autopublish rules
• Fees, VAT and billing cycle
• Minimum term and renewal period
• Sequential discounts and the order applied
• Pierblu Attribution wording and discount
• Third-party spend and usage limits
• Portfolio permission
• Special regulatory category
• Cancellation method
• Retention period
• Other agreed deliverables and exclusions