Client Guidelines
Publish Date: 18th July 2025
Last Edited: 21st July 2025
Other Notable Edits: This page was recreated to reflect our new brand name 'HOROLOGIKAL' on 28th July 2025.
1. Scope of Services
HOROLOGIKAL provides specialist marketing services as defined in your retainer agreement.
These services typically include:
Email Marketing – campaign creation, flow management, strategy, copywriting, design, and implementation (quantities outlined in your service agreement).
Paid Media Management – Meta Ads and Google Ads management and optimisation.
Strategy Calls – at the agreed frequency, focusing exclusively on updates and planning within the scope of your contracted services.
These services form the entirety of your retainer. Only the items expressly listed in your signed contract are included.
2. Out of Scope
The following are not included in your retainer and will not be provided unless separately agreed in writing and signed by Jamie McAdam, Director:
- Website design or redesign consultation, feedback, or strategy
- CRO audits, UX/UI reviews, or site testing (beyond split testing within Klaviyo)
- Branding, copywriting, or graphic design unrelated to email marketing or paid ads
- Organic social media strategy, content planning, or management
- PR strategy, influencer outreach, or earned media planning
- SEO audits, keyword research, or implementation
- Advanced reporting beyond agreed dashboards
- Technical troubleshooting or testing of third‑party systems outside of Klaviyo and paid media platforms
- Any consultancy or advisory work not covered in the service agreement
HOROLOGIKAL is not responsible for the oversight, management, or performance of third‑party vendors, agencies, or contractors.
Time spent liaising with external parties, including providing briefs, reviewing work, attending meetings, or answering queries, will only take place where absolutely necessary to fulfil HOROLOGIKAL’s own deliverables. Any such time will be billed at £150/hour (1‑hour minimum).
3. Strategy Calls and Meetings
Strategy calls are reserved exclusively for updates and planning relating to HOROLOGIKAL’s contracted services.
Requests to discuss external agency work, additional channels, or any topics beyond the agreed scope will be treated as consultancy and charged at £150/hour (1‑hour minimum).
HOROLOGIKAL will not attend third‑party agency meetings, calls, or planning sessions unless this is explicitly scoped, approved in writing, and billed separately.
4. Inter‑Agency Communications
To ensure efficiency and protect the scope of our work:
HOROLOGIKAL will only engage with third‑party vendors, agencies, or contractors where such communication is strictly required to fulfil our contracted deliverables
Client work and deliverables will always take priority over any inter‑agency communication. Time spent communicating with external agencies will never be allowed to delay the completion of contracted services.
Any requests for HOROLOGIKAL to brief, provide feedback to, or collaborate with external parties will be billed at £150/hour (1‑hour minimum).
If other agencies require our input, you must consolidate and submit a single clear request. HOROLOGIKAL will respond only to the client directly, not to other agencies.
Ongoing inter‑agency collaboration is considered out of scope and requires a separate, signed agreement.
5. Response Times and Scheduling
HOROLOGIKAL operates to a structured schedule to deliver consistent, high‑quality output.
Requests are prioritised and scheduled based on your service tier and agreed timelines.
Immediate turnaround or ad‑hoc support is not included.
Urgent requests outside planned workflows will only be accepted subject to capacity and will be billed at £150/hour (1‑hour minimum).
6. Monitoring and Technical Support
Monthly internal reviews are carried out for Klaviyo forms, pop‑ups, email flows, discount codes, and advertising campaigns managed within our remit.
These reviews are not real‑time monitoring. Issues identified will be addressed within normal delivery schedules.
HOROLOGIKAL does not monitor or support technical issues, site functionality, or third‑party platforms outside Klaviyo and paid media platforms.
Requests for custom reporting or analytics beyond the agreed scope will be billed at £150/hour (1‑hour minimum).
7. Weekly or Recurring Requests
We do not provide recurring checks, updates, or monitoring outside of contracted services. Any such ongoing support will be billed separately or must be scoped into a new agreement.
8. Additional Services
For any work beyond your retainer, please refer to the current HOROLOGIKAL pricing matrix or contact Jamie directly to discuss a separate agreement.
9. Amendments to Guidelines
HOROLOGIKAL may update these Client Collaboration Guidelines at any time. Updates will reflect changes to services, processes, or industry standards. Continued use of our services confirms acceptance of the revised terms.
