Service Agreement

GENERAL SERVICE AGREEMENT

General Service Agreement – Acknowledgment of Terms

This General Service Agreement outlines the standard terms, policies, and expectations governing all products and services provided by Hope & Teal. These terms apply to every purchase, invoice, and service engagement unless otherwise specified in a written addendum or statement of work.

By purchasing products, approving estimates, enrolling in a service tier, purchasing Credit Units, or paying any invoice issued by Hope & Teal, the Client acknowledges that they have read, understood, and agreed to be bound by all terms and conditions outlined in this Agreement, including any documents incorporated by reference such as statements of work, proposals, service menus, tier descriptions, or supplementary policies.

This Agreement applies to each transaction individually and remains in effect for all current and future services unless replaced or amended in writing. Any updates or modifications to this Agreement will be communicated to Clients promptly. Clients who do not agree with updated terms may discontinue purchasing products or services at any time. Continued purchases, approvals, or payments after notification of changes constitute acceptance of the updated terms.

These terms are referenced on each invoice and form the governing agreement between Hope & Teal and the Client for all work performed.

1. TERMS AND DEFINITIONS

1.1 "Agreement" refers to this document, including any statements of work (SOW), proposals, tier descriptions, or supplementary documents incorporated herein.

1.2 "Client Content" means all materials, information, and creative assets provided by the Client for the purpose of service execution.

1.3 "Copyrights" refer to all intellectual property rights created by Hope & Teal in connection with the services rendered.

1.4 "Deliverables" include all services, work products, and materials provided to the Client as specified in a statement of work, project agreement, or service tier.

1.5 "Services" means all consulting, creative, marketing, technology, operational, administrative, and other business-related services provided by Hope & Teal.

1.6 "Final Work" includes all materials developed or created by Hope & Teal exclusively for the Client’s use.

1.7 "Third-Party Materials" refer to any external resources incorporated into the final deliverables, such as stock imagery, software, integrations, or licensed assets.

1.8 "Trademarks" refer to trade names, logos, symbols, and other identifiers used by either party.

1.9 "Service Tiers" refer to the structured monthly partnership packages offered by Hope & Teal which include defined services and deliverables for a recurring monthly fee.

1.10 "Credit Units" refer to the standardized unit of value used by Hope & Teal to estimate and complete work outside the baseline scope of a Client’s selected service tier.

2. PRICING, CREDIT UNITS, AND PAYMENT TERMS

2.1 Invoices are due within five (5) business days of issuance unless otherwise stated in writing or within an addendum.

2.2 Accepted payment methods:

• ACH or Zelle for services

• Credit or debit cards for promotional products or software subscriptions only

• Credit/debit card payments may incur a 3% convenience fee

2.3 Payment instructions and banking details are provided on each invoice.

2.4 Late payments incur a 3% late fee per week. Work may be paused or delayed until all outstanding balances are paid in full.

2.5 Alternative payment arrangements must be requested at least three (3) business days before the invoice due date.

2.6 Service Tier Structure

Hope & Teal offers structured monthly partnership tiers designed to provide consistent marketing, technology, and operational support.

Each tier includes a defined baseline scope of services, including but not limited to content creation, marketing support, technology oversight, and strategic consulting as outlined in the current Service Tier documentation.

Clients may select from the available tiers which may include:

• Essential Tech & Content

• Growth Tech & Content

• Full-Scale Tech & Content

Service tiers may evolve over time as Hope & Teal improves its offerings. Current tier descriptions are always provided within proposals, service menus, or partner documentation.

Tier pricing and included services are defined within the Client’s approved proposal, invoice, or service agreement.

2.7 Credit Unit System

Requests that fall outside the baseline scope of a Client’s selected service tier are completed using the Credit Unit system.

Credit Units are used to estimate and complete additional work based on the complexity and effort required for each task.

1 Credit Unit = $15

Examples of potential Credit Unit allocations may include tasks such as:

• Minor website edits

• Design requests

• research projects

• competitive analysis

• website development

• workflow documentation

• training materials

• marketing campaigns

• custom strategy or consulting requests

All Credit Unit allocations are determined per request and must be approved by the Client prior to work beginning unless otherwise agreed upon.

Clients may purchase additional Credit Units as needed for add-on services or additional work beyond their tier scope.

2.8 Task Requests and Scheduling

All service requests outside the defined scope of a Client’s service tier must be submitted through the Hope & Teal support system.

Clients may submit requests by:

• Completing the online support request form

• Emailing support@hopeandteal.com

Once received, the request will be reviewed and scheduled based on scope, complexity, and availability.

Approved requests are converted into trackable tasks within the Client Portal, allowing Clients to monitor status and progress in real time.

3. SOFTWARE SUBSCRIPTIONS

3.1 Software subscriptions offered through Hope & Teal are provided as discounted access to third-party platforms for the Client’s benefit.

3.2 Hope & Teal does not own or control any software accounts. Ownership and administrative responsibility remain with the Client unless explicitly stated otherwise.

3.3 Clients are responsible for maintaining active subscription payments to the third-party provider in order to maintain access to the associated software services.

4. TERMINATION & REFUNDS

4.1 Certain services and subscriptions may be terminated with thirty (30) days written notice (email is sufficient).

All software or tool purchases made through Hope & Teal are subject to the individual policies of the third-party provider. These policies govern refunds, service limitations, and subscription terms.

Hope & Teal does not control or modify these third-party policies.

Refund eligibility is typically limited to requests made within seven (7) days of purchase, if permitted by the software provider.

4.2 Non-Refundable Payments

The following payments are non-refundable:

• Service tier subscriptions

• Credit Unit purchases once work has begun

• Promotional products and branded merchandise

• Printing and custom manufacturing

• Custom development or design work

• Software subscriptions billed monthly

Administrative work required to export data, disconnect integrations, or close systems may require additional Credit Units and must be paid prior to completion.

Data exports and files will only be released after all outstanding balances are paid in full.

4.3 Defects or Supplier Issues

If a manufacturing or development defect occurs, the Client must notify Hope & Teal immediately.

Hope & Teal will coordinate with suppliers or vendors to resolve the issue. Replacement products or corrections may be provided where possible.

Errors resulting from Client oversight or approval of incorrect materials are not eligible for refunds.

5. INTELLECTUAL PROPERTY & DELIVERABLES

5.1 All final deliverables created specifically for the Client become the property of the Client upon full payment.

5.2 Hope & Teal retains the right to display completed work within its portfolio, marketing materials, or case studies.

5.3 Project files and assets may be stored for up to two (2) years. After that period, files may be permanently deleted.

Clients are responsible for downloading and securely storing their deliverables upon project completion.

6. CONFIDENTIALITY

6.1 Both parties agree to maintain the confidentiality of proprietary or sensitive information disclosed during the service relationship.

6.2 Hope & Teal will not share confidential Client information with third parties without explicit permission unless required for service delivery.

7. LIABILITY & INDEMNIFICATION

7.1 Each party agrees to indemnify and hold the other harmless against claims, damages, or liabilities arising from gross negligence, misconduct, or misuse of deliverables.

Hope & Teal is not responsible for damages resulting from:

• misuse of deliverables

• third-party platform failures

• Client-provided content errors

8. RELATIONSHIP OF THE PARTIES

8.1 Hope & Teal operates as an independent contractor and not as an employee, partner, or joint venture participant.

8.2 This Agreement does not create an exclusive relationship. Both parties may engage with other service providers or clients unless otherwise specified in writing.

9. DISPUTE RESOLUTION

9.1 This Agreement shall be governed by the laws of the State of Michigan.

9.2 Any disputes arising from this Agreement shall first be addressed through good-faith negotiation. If unresolved, disputes may be submitted to arbitration in Ingham County, Michigan.

10. GENERAL TERMS

10.1 Notices

All official communications must be in writing. Email notification is acceptable and should be sent to:

cameron@hopeandteal.com and admin@hopeandteal.com

10.2 Severability

If any provision of this Agreement is found to be unenforceable, the remaining provisions will remain in full force and effect.

10.3 Modifications

Hope & Teal may update this Agreement periodically to reflect changes in services, policies, or operations.

10.4 Continued Agreement Acceptance

Payment of any invoice, purchase of services, or purchase of Credit Units constitutes continued acceptance of the most current version of this Agreement, including any amendments made available through invoices, the Client portal, shared documents, or official communication channels.