Client Service Terms
Last Updated: September 2026
Digital Joinery Lab Limited
Company Number: 17419420
Registered Office: Granville Suite, Business Development Centre, Stafford Park 4, Telford, TF3 3BA
These Client Service Terms apply to business-to-business services supplied by Digital Joinery Lab Limited (“Service Provider”) to its client (“Client”).
These terms form part of any quotation, proposal or Scope of Work which refers to them.
By approving a quotation, paying a deposit or retainer fee, or instructing the Service Provider to begin work, the Client accepts these terms.
1. Services
1.1 Retainer Services – Ongoing services provided for a recurring fee, with an agreed number of service hours available during each retainer period.
1.2 Fixed Fee Services – Services provided for an agreed fixed fee based on a defined scope of work.
1.3 The Service Provider provides digital design and manufacturing support primarily for the joinery, fit-out and furniture industries, using SolidWorks and SWOOD.
1.4 Project-specific scope, deliverables, fees and timescales will be detailed within the relevant quotation and/or Scope of Work.
2. Client Responsibilities
2.1 The Client will provide the information reasonably required to complete the Services.
2.2 Information supplied by the Client will be treated as accurate unless the Service Provider is informed otherwise.
2.3 Missing, incomplete or delayed information may affect delivery times.
2.4 Where information is unavailable, the Service Provider may request clarification or proceed using reasonable assumptions where appropriate.
3. Retainer Services
3.1 The number of service hours and fee for each retainer period will be stated within the relevant quotation or agreement.
3.2 Unless otherwise agreed, each retainer period runs for one calendar month.
Where the first or final period covers only part of a month, the fee and hours may be calculated on a pro-rata basis.
3.3 Retainer hours may be used for agreed design work, technical work, revisions, meetings and other professional services.
Time used will be recorded and documented in the Scope of Work document.
3.4 Where requested work is expected to exceed the remaining retainer hours, the Client will be notified.
Additional work may:
- Be deferred to a future retainer period;
- Be undertaken at £50 per hour, with the Client’s agreement; or
- Be quoted separately.
No additional chargeable work will be undertaken without the Client’s agreement.
3.5 The retainer fee reserves the agreed service capacity for that period and is payable in full regardless of the number of hours used. Unused hours expire at the end of the relevant retainer period, do not roll over and have no cash value unless otherwise agreed in writing.
3.6 Retainer hours represent reserved service capacity and do not guarantee a particular quantity of projects or deliverables.
Any lead times provided are estimates unless expressly agreed otherwise in writing.
4. Fixed Fee Services
4.1 A Fixed Fee applies only to the scope described within the relevant quotation.
4.2 Work requested outside that scope may be quoted separately before it is undertaken.
5. Revisions and Changes
5.1 Reasonable corrections required to bring the Service Provider’s work into accordance with the agreed scope will not normally incur an additional charge.
5.2 Client-requested changes, additional design development, new information or changes to the agreed scope may require additional work.
For Retainer Services, this time will normally be deducted from the available retainer hours.
For Fixed Fee Services, any additional fee will be agreed before substantial additional work is undertaken.
6. Review and Approval
6.1 The Client is responsible for reviewing information submitted for approval and raising any queries or amendments within a reasonable period.
6.2 For Retainer Services, where no response is received, submitted information may be treated as approved for the purposes of progressing the Services.
Later amendments may use additional retainer hours or incur additional fees.
7. Availability
7.1 Services are provided subject to the Service Provider’s available capacity.
Retainer Services reserve the agreed level of capacity for the Client during the relevant period.
7.2 Where planned or unplanned unavailability is expected to materially affect delivery, reasonable notice will be provided where practicable.
8. In-Person Visits
8.1 In-person visits are subject to prior agreement.
A fixed £150 travel charge will apply to each visit and covers travel time and normal travel-related costs.
Time spent at the Client’s location will be charged at £50 per hour or, for Retainer Services, may be deducted from available retainer hours where agreed.
9. Fees and Payment
9.1 GoCardless Mandate – The Client must establish and maintain an active GoCardless payment mandate for the duration of the Services and until all amounts due have been collected, unless another payment method is agreed in writing.
9.2 Fixed Fee Services – A 50% deposit will be collected by the Service Provider before work commences. The remaining 50% will be collected in accordance with the payment schedule stated in the quotation.
9.3 Retainer Services – Retainer fees will be collected by the Service Provider at the beginning or end of each retainer period, as stated in the quotation or agreement.
9.4 Payments will be collected through GoCardless unless another payment method is agreed in writing.
9.5 Additional work outside the agreed scope may be charged separately, subject to the Client’s agreement.
9.6 Digital Joinery Lab Limited is not currently VAT registered. VAT will be applied where required should this change.
9.7 Overdue business-to-business payments may be subject to statutory interest and applicable recovery costs.
10. Design Responsibility
10.1 The Client is responsible for ensuring that the correct and most recently approved information is used for fabrication, manufacture or installation.
10.2 The Client and/or manufacturer is responsible for checking relevant dimensions, materials, hardware, manufacturing requirements, site conditions and installation requirements relevant to their work.
10.3 The Service Provider is not responsible for defects, losses or issues arising from fabrication, installation, workmanship, site conditions, unauthorised modifications or departures from the supplied design information which are outside the Service Provider’s reasonable control.
10.4 Nothing within these terms excludes liability where it cannot lawfully be excluded.
11. Intellectual Property and Confidentiality
11.1 The Service Provider retains ownership of the deliverables until all amounts due have been paid in full.
Following full payment, ownership of the final agreed deliverables transfers to the Client unless otherwise stated within the quotation.
11.2 Drafts, internal working files, unused concepts, templates, libraries, methods, tools and pre-existing intellectual property remain the property of the Service Provider unless otherwise agreed.
11.3 Unless restricted by an NDA or other written agreement, the Service Provider may reference the Client’s name and the general nature of the work for portfolio and marketing purposes.
Confidential or commercially sensitive information will not knowingly be published without appropriate permission.
11.4 Each party will keep confidential any non-public commercial, technical or project information received in connection with the Services, except where disclosure is required by law or reasonably necessary to provide the Services.
12. Termination
Retainer Services
12.1 The applicable notice period will be stated within the relevant quotation or agreement.
Where no notice period is stated:
- The Client must provide two full retainer periods’ written notice.
- The Service Provider must provide one full retainer period’s written notice.
Fees remain payable during the notice period and the agreed retainer hours remain available to the Client.
Fixed Fee Services
12.2 Either party may terminate Fixed Fee Services by written notice.
The 50% deposit is non-refundable once paid.
Where the Client terminates after work has commenced, any work or committed costs exceeding the deposit will remain payable.
Material Breach
12.3 Either party may terminate an agreement where the other party commits a material breach and fails to remedy it within 14 days of receiving written notice.
13. General
13.1 The Service Provider operates as an independent contractor and may provide services to other clients.
Employees, contractors or approved partners may be used to assist in delivering the Services where appropriate.
13.2 Neither party will be responsible for delay or failure caused by circumstances reasonably outside its control.
The Client remains responsible for payment for work completed and agreed unavoidable costs incurred up to that point.
13.3 Material changes to an agreed quotation, Scope of Work or project arrangement must be confirmed in writing.
Updates to these Client Service Terms apply to future agreements and will not retrospectively change an existing agreement unless agreed between the parties.
13.4 Where a dispute arises, both parties will first make reasonable efforts to resolve it through direct discussion.
13.5 These terms are governed by English law and the parties submit to the jurisdiction of the courts of England and Wales.