Terms and conditions of service

The following terms and conditions apply to all services provided by The Word Lab. We may review and update these terms and conditions from time to time.

Starting work


Our rates vary depending on the size and type of client, and the type of work required. We offer special rates for not-for-profits and social enterprises.

Our services are charged in 15-minute increments at the hourly rates agreed, or by the project at a set price as estimated. 

Estimates and project plans

Before commencing work, we will provide a clear estimate/project plan and/or advise you of our hourly rates for the services requested.

We require written acceptance of our estimate and/or hourly rates before commencing work.

Any work required that is outside of or exceeds our original brief/scope will be billed as additional at our agreed hourly rates. This includes any additional items of work, extra consultation and communication required to execute a project, extra work required to source information, extra work required to meet any changes in the brief, and additional rounds of revisions. 

Where possible, we will notify you when your requests exceed our agreed brief/scope. We are happy to provide estimates for any additions on request. We can also provide estimates for ongoing work to fit within your monthly marketing and communications budget.

Expiry of estimates

Our estimates include an expiry date and we reserve the right to adjust and re-submit an estimate if it expires before a response is received.

Unless otherwise stated, all proposal documents, including estimates and project plans expire after 30 days.

We are happy to extend expiry dates to enable submission of our estimate to your Board or to allow time for consultation - please just ask.


The Word Lab

We are committed to:

  1. Carrying out all work to a high standard, to brief and on time.

  2. Being responsive and communicating clearly and regularly.

  3. Being open and transparent about our processes.

  4. Resolving any problems as soon as possible.

The client

In order to meet the above commitments, we require clients to:

  1. Deliver all essential information and feedback within an agreed timeframe. If you fail to do this, our deadlines and/or estimated pricing will need to be re-negotiated.

  2. Inform us as soon as possible about changes to project commencement dates or timelines. If the commencement date and/or timeline changes, our deadlines and/or estimated pricing will need to be re-negotiated.

  3. Inform us as soon as possible if there are any changes to the project brief or scope. If the brief or scope changes, our deadlines and estimated pricing will need to be re-negotiated. Any work required that is outside of or exceeds our original brief/scope will be billed as additional.

  4. Make sure all information you provide us is correct and complete, and you have the rights to use any images or other material provided.

  5. Check all work thoroughly to ensure the facts are correct and there are no other errors, before signing it off for use. Sign off is your opportunity to ensure all the details are correct and while we do our very best to avoid errors, they can occur and it is the client’s responsibility to ensure that all work is satisfactory before it is finalised.


Payment details

Unless otherwise agreed, The Word Lab bills for all project work in monthly instalments at the end of each month, and/or upon completion of the project. Invoices are due for payment 15 working days following the invoice date. Specific payment terms are outlined on each project estimate or project plan.

For ongoing client work, unless otherwise agreed, The Word Lab bills at the end of the month for all hours completed within that month. Invoices are due on the 20th of the month following.

We are happy to work with clients to make alternative payment arrangements before commencing work.

Late payment and debts

If you fail to make payment in full by the due date specified on your invoice, we reserve the right to suspend or cancel our services. We will not supply final work until unpaid bills have been settled.

We will provide you with two payment reminders – one three days after the invoice is due and another 10 days after. If you do not make payment or contact us to make payment arrangements within the timeframe of these reminders, we will put our services on hold and/or cancel any planned future work. 

Unpaid bills may be referred to a third party for resolution. The expense of this will be met by the client in debt, in addition to the unpaid bill, plus late payment penalties and interest charges. Interest will be charged at a rate equal to the standard commercial overdraft rate applied by The Word Lab’s chosen bank.

Use of work and intellectual property

The Word Lab’s work

The Word Lab retains ownership of the intellectual property rights for all communications and marketing templates, educational documents and advice articles created by The Word Lab.

Client work

The Word Lab assigns the intellectual property rights of all completed client work to the client for their use only, subject to full and final payment being made.

Work carried out by The Word Lab is not to be used by the client for any purpose other than that for which it was commissioned. Client work should not be distributed to third parties for their use without permission from The Word Lab.

If any documentation or client work created by The Word Lab is used without an estimate/permission being confirmed in writing, the client or third party is liable for payment in full. Use of any documentation or client work created by The Word Lab is deemed acceptance of these terms and conditions, regardless of if an estimate/project plan or permission has been confirmed.


We agree to protect the confidentiality of your proprietary business information. Unless strict confidentiality is requested, we have full rights to disclose our working relationship with you as part of promoting The Word Lab. We will always check with you before publicising our work together on our channels.

Terms of agreement

This agreement shall remain in force until the completion of the project or client-service provider relationship.

The Word Lab reserves the right to terminate services if any of the above conditions are not met.

In the event of a client cancellation, The Word Lab will invoice the client for all work completed to date. On receipt of payment, The Word Lab will provide any completed work.


The terms ‘service’ and ‘services’ cover all goods and services that we provide and projects undertaken. We have used ‘we’, ‘us’ or ‘service provider‘ for The Word Lab and ‘client’ or ‘you’ for the client, organisation, or representative.

Further information

If you have any questions about how we work, please contact our Lead Consultant, Hannah McKnight.