Terms of Use

Last updated: March 9, 2026 · Version 1.0

1. Introduction

These Terms of Use ("Terms") govern your access to and use of the website and services provided by Lacuna Studio LTD ("Company", "we", "us", or "our"). By accessing or using our website, you agree to be bound by these Terms. If you do not agree with any part of these Terms, you must not use our website or services.

2. Definitions

• Company refers to Lacuna Studio LTD, Company Number 16864423, registered at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.
• Service refers to the digital marketing services offered through our website, including but not limited to SEO, social media management, content marketing, and advertising.
• Website refers to the Lacuna Studio LTD website.
• You means the individual or entity accessing or using the Website and Service.
• Account means a unique account created for you to access our Service.
• Content refers to text, images, videos, or other material posted or available on the Website.

3. Acknowledgement

These are the Terms of Use governing the use of this Service and the agreement that operates between you and the Company. By accessing or using the Service, you agree to be bound by these Terms. If you disagree with any part of these Terms, then you may not access the Service. You represent that you are over the age of 18. The Company does not permit those under 18 to use the Service.

Your access to and use of the Service is also conditioned on your acceptance of and compliance with our Privacy Policy and Cookie Policy. Our Privacy Policy describes how we collect, use, and protect your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

4. User Accounts

When you create an account with us, you must provide accurate, complete, and current information. Failure to do so constitutes a breach of these Terms, which may result in immediate termination of your account.

You are responsible for safeguarding the password that you use to access the Service and for any activities or actions under your password. You agree not to disclose your password to any third party. You must notify us immediately upon becoming aware of any breach of security or unauthorised use of your account.

We reserve the right to suspend or terminate accounts that show signs of fraudulent activity, provide false information, or violate these Terms. You may not transfer your account to another person or entity without our prior written consent.

5. Services and Orders

By placing an order through our website, you are making an offer to purchase our marketing services. All orders are subject to acceptance by us. We reserve the right to refuse or cancel any order for any reason, including but not limited to service availability, errors in pricing or service descriptions, or issues with payment processing.

Prices for our services are subject to change without notice. We shall not be liable to you or to any third party for any modification, price change, suspension, or discontinuance of the Service.

Service delivery timelines will be agreed upon in writing before commencement of work. We will make reasonable efforts to meet agreed deadlines, but delivery times are estimates only and not guaranteed unless specifically stated in a separate service agreement.

Cancellation Policy: Orders may be cancelled within 14 days of purchase in accordance with the Consumer Contracts Regulations 2013, provided that work has not yet commenced. If work has already started, you may be charged for work completed up to the point of cancellation. Custom or bespoke services cannot be refunded once delivery has begun.

6. Payment Terms

Payment Gateway: All payments are processed through our secure third-party payment gateway at app.secserv.me. By making a purchase, you acknowledge and agree to the following:

• You will be redirected to app.secserv.me to complete payment
• Payment amounts are pre-configured in embedded payment links on our website
• You agree to app.secserv.me's terms of service and privacy policy
• Transaction confirmation will be sent by both app.secserv.me and Lacuna Studio LTD

Pricing: All fees are quoted in US Dollars (USD) as stated at the time of purchase. Prices are exclusive of VAT unless otherwise stated. VAT will be added to invoices where applicable in accordance with UK tax law.

Payment Schedule: Payment terms will be specified in your service agreement. We may require:

• Full upfront payment for services under $1,000
• 50% deposit for services between $1,000 - $5,000
• Milestone-based payments for services over $5,000

Late Payments: If payment is not received by the due date, we reserve the right to:

• Suspend services until payment is received
• Charge interest at 8% above the Bank of England base rate per annum (Late Payment of Commercial Debts (Interest) Act 1998)
• Pursue legal action for recovery of outstanding amounts

Payment Security:

• We do not store or have access to your full payment card details
• All payment data is handled by app.secserv.me in compliance with PCI DSS standards
• Transactions are encrypted end-to-end
• You receive a unique transaction ID for every payment for your records

Currency Conversion: If you pay in a currency different from your card's currency, conversion rates and fees are determined by app.secserv.me and your card issuer, not by Lacuna Studio LTD.

Failed Transactions: If a payment fails, you will be notified immediately via email. Services will not commence until successful payment is confirmed. You may retry payment using the same payment link. Contact us if repeated failures occur.

Refunds and Disputes: For refund procedures, please refer to our Refund Policy. For payment disputes, see Section 14 (Dispute Resolution).

Third-Party Payment Processor: app.secserv.me is an independent third party. We are not responsible for technical issues or downtime of app.secserv.me, data handling practices of app.secserv.me (covered by their privacy policy), payment processing delays caused by app.secserv.me or banking networks, or disputes arising from app.secserv.me's terms of service. However, we will cooperate fully to resolve any payment-related issues and maintain regular communication with app.secserv.me on your behalf.

7. Intellectual Property Rights

The Service and its original content, features, and functionality are and will remain the exclusive property of Lacuna Studio LTD. The Service is protected by copyright, trademark, and other laws of the United Kingdom and foreign countries.

Our trademarks and trade dress may not be used in connection with any product or service without the prior written consent of Lacuna Studio LTD. Nothing in these Terms grants you a right or licence to use any of the Company's trademarks, logos, or other proprietary information.

Client Content: You retain all ownership rights to any content, materials, or information you provide to us ("Client Content"). By providing Client Content, you grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, modify, and display such content solely for the purpose of providing our services to you.

Deliverables: Upon full payment for services, you will receive the agreed-upon intellectual property rights to deliverables as specified in your service agreement. Unless otherwise stated, we retain rights to reuse general methodologies, techniques, and know-how developed during the provision of services.

8. Links to Other Websites

Our Service may contain links to third-party websites or services that are not owned or controlled by Lacuna Studio LTD. We have no control over, and assume no responsibility for, the content, privacy policies, or practices of any third-party websites or services. You acknowledge and agree that the Company shall not be responsible or liable, directly or indirectly, for any damage or loss caused by the use of any such content, goods, or services available on or through any such third-party websites.

9. Termination

We may terminate or suspend your account and access to the Service immediately, without prior notice or liability, for any reason whatsoever, including without limitation if you breach these Terms. Upon termination, your right to use the Service will immediately cease. If you wish to terminate your account, you may simply discontinue using the Service or contact us to request account deletion.

10. Limitation of Liability

Nothing in these Terms shall limit or exclude our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession); (d) any other liability that cannot be excluded or limited under English law.

Subject to the above, to the maximum extent permitted by applicable law, in no event shall Lacuna Studio LTD, its directors, employees, partners, agents, or affiliates be liable for any indirect, incidental, special, consequential, or punitive damages, including without limitation loss of profits, data, use, goodwill, or other intangible losses, resulting from (i) your access to or use of or inability to access or use the Service; (ii) any conduct or content of any third party on the Service; (iii) any content obtained from the Service; and (iv) unauthorised access, use, or alteration of your transmissions or content. In any case, the total aggregate liability of the Company shall not exceed the amount you have paid to the Company in the twelve (12) months preceding the claim.

11. Disclaimer

The Service is provided to you on an "AS IS" and "AS AVAILABLE" basis, without any warranties of any kind, either express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, non-infringement, or course of performance. The Company does not warrant that the Service will function uninterrupted, secure, or available at any particular time or location, or that any errors or defects will be corrected.

For consumers: If you are using our services as a consumer (not for business purposes), you have legal rights under the Consumer Rights Act 2015. Services must be provided with reasonable care and skill, as described, and fit for purpose. Nothing in these Terms affects these statutory rights.

12. Governing Law

These Terms shall be governed and construed in accordance with the laws of England and Wales, without regard to its conflict of law provisions. Our failure to enforce any right or provision of these Terms will not be considered a waiver of those rights. If any provision of these Terms is held to be invalid or unenforceable by a court, the remaining provisions of these Terms will remain in effect.

13. Data Protection and Privacy

We are committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Data Controller: Lacuna Studio LTD is the data controller responsible for your personal data.

Data Processing: We collect and process personal data necessary to provide our services, including contact information, payment details, and marketing preferences. For full details on how we collect, use, store, and protect your data, please review our Privacy Policy.

Your Rights: Under UK GDPR, you have the right to access, rectify, erase, restrict processing, object to processing, and data portability. To exercise these rights, contact us at [email protected].

Third-Party Processors: We use third-party service providers (including app.secserv.me for payment processing) who may access your data solely to perform services on our behalf. We ensure all processors comply with data protection requirements.

Data Retention: We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected or to comply with legal obligations.

Cookies: Our website uses cookies. Please see our Cookie Policy for information about what cookies we use and how to manage your preferences.

14. Dispute Resolution

If you have any concern or dispute about the Service, you agree to first try to resolve the dispute informally by contacting us. If the dispute is not resolved within 30 days, either party may initiate formal proceedings in the courts of England and Wales.

For consumers: If you are not satisfied with how we handle your complaint, you may be able to refer your complaint to the relevant Alternative Dispute Resolution (ADR) provider. We will provide details of the applicable ADR provider upon request.

Online Dispute Resolution: If you are a consumer based in the European Union, you may also use the Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr/

15. Changes to These Terms

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. If a revision is material, we will make reasonable efforts to provide at least 30 days' notice prior to any new terms taking effect. What constitutes a material change will be determined at our sole discretion. By continuing to access or use our Service after those revisions become effective, you agree to be bound by the revised Terms. If you do not agree to the new Terms, you must stop using the Service. For material changes affecting existing contracts, we will seek your explicit consent where required by law.

16. Confidentiality

Confidential Information: Both parties agree to keep confidential any proprietary or sensitive information disclosed during the course of our business relationship. This includes but is not limited to business strategies, marketing plans, customer data, and trade secrets.

Exceptions: This obligation does not apply to information that: (a) is or becomes publicly available through no breach of this agreement; (b) was rightfully in the receiving party's possession before disclosure; (c) is independently developed; or (d) must be disclosed by law or court order.

Duration: Confidentiality obligations survive the termination of these Terms for a period of three (3) years.

17. Force Majeure

We shall not be liable for any failure or delay in performing our obligations under these Terms if such failure or delay is due to circumstances beyond our reasonable control, including but not limited to acts of God, war, terrorism, pandemics, government restrictions, power failures, or internet service provider failures. In such events, we will make reasonable efforts to minimize the impact and resume performance as soon as practicable.

18. Contact Us

If you have any questions about these Terms of Use, or wish to exercise your data protection rights, you can contact us:

• Company Name: Lacuna Studio LTD
• Company Number: 16864423
• Registered Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
• Email: [email protected]
• Phone: +44 7401 152721

Customer Service Hours: Monday to Friday, 9:00 AM - 5:00 PM GMT

For complaints or disputes, please email us with "COMPLAINT" in the subject line, and we will respond within 14 business days.

Privacy Policy

Last updated: March 7, 2026

1. Introduction

This Privacy Policy describes how Lacuna Studio LTD ("Company", "we", "us", or "our") collects, uses, and shares your personal information when you visit or use our website and services. By accessing our website, you agree to the collection and use of information in accordance with this policy.

2. Definitions

• Company refers to Lacuna Studio LTD, Company Number 16864423, registered at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.
• Personal Data means any information relating to an identified or identifiable individual.
• Service refers to the marketing services provided by the Company through its website.
• Website refers to the Lacuna Studio LTD website.
• You means the individual accessing or using the Service.
• Controller means the entity which determines the purposes and means of processing Personal Data. The Company is the Controller of your data.

3. Data We Collect

We may collect the following categories of personal information:

3.1 Information You Provide

• Name and contact information (email address, phone number)
• Account registration details (username, password)
• Messages submitted through our contact form
• Payment and billing information processed through our secure payment gateway at app.secserv.me
• Any other information you choose to provide to us

3.2 Information Collected Automatically

• IP address and browser type
• Device information and operating system
• Pages visited and time spent on our website
• Referring website addresses
• Cookies and similar tracking technologies (see our Cookie Policy)

4. How We Use Your Data

We use the collected data for the following purposes:

• Service Delivery: To provide, maintain, and improve our marketing services.
• Account Management: To manage your registration and provide access to your account.
• Payment Processing: To process transactions securely through our payment gateway at app.secserv.me.
• Communication: To respond to your inquiries, send service updates, and provide customer support.
• Analytics: To understand how our website is used and improve user experience.
• Legal Compliance: To comply with applicable laws, regulations, and legal processes.
• Marketing: To send promotional materials with your consent. You may opt out at any time.

5. Recipients of Your Data

We may share your personal data with the following categories of recipients:

• Payment Processors: app.secserv.me, for secure payment processing.
• Analytics Providers: Google Analytics, for website usage analysis.
• Hosting Providers: For website hosting and infrastructure.
• Legal Authorities: When required by law, regulation, or legal process.
• Professional Advisors: Lawyers, accountants, and auditors as necessary.

We do not sell your personal data to third parties. We only share data as described in this policy or with your explicit consent.

6. Data Retention

We retain your personal data only for as long as necessary to fulfil the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. Account data is retained for the duration of your account and for up to 5 years after closure for legal and compliance purposes. Transaction records are retained in accordance with applicable tax and accounting regulations.

7. Data Transfers

Your information may be transferred to and processed in countries other than your country of residence. These countries may have data protection laws that are different from the laws of your country. We take appropriate safeguards to ensure that your personal data remains protected in accordance with this Privacy Policy, including the use of Standard Contractual Clauses approved by the relevant authorities.

8. Data Security

We implement appropriate technical and organisational measures to protect your personal data against unauthorised access, alteration, disclosure, or destruction. These measures include encryption of data in transit, secure password hashing, and regular security assessments. However, no method of transmission over the Internet or method of electronic storage is 100% secure.

9. Your Rights

Under applicable data protection laws, you have the following rights:

• Right of Access: You have the right to request copies of your personal data.
• Right to Rectification: You have the right to request correction of inaccurate personal data.
• Right to Erasure: You have the right to request deletion of your personal data under certain conditions.
• Right to Restrict Processing: You have the right to request restriction of processing of your personal data.
• Right to Data Portability: You have the right to request transfer of your data to another organisation.
• Right to Object: You have the right to object to the processing of your personal data.
• Right to Withdraw Consent: Where processing is based on consent, you may withdraw it at any time.

To exercise any of these rights, please contact us at [email protected] or use the data deletion form in our GDPR Compliance section. We will respond to your request within 30 days.

10. Children's Privacy

Our services are not intended for individuals under the age of 18. We do not knowingly collect personal data from children under 18. If we become aware that we have collected personal data from a child under 18, we will take steps to delete that information promptly.

11. Third-Party Websites

Our website may contain links to third-party websites. We are not responsible for the privacy practices or content of these external sites. We encourage you to read the privacy policies of any third-party websites you visit.

12. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last updated" date. You are advised to review this Privacy Policy periodically for any changes. Changes are effective when they are posted on this page.

13. Contact Us

If you have any questions about this Privacy Policy, you can contact us:

• Email: [email protected]
• Phone: +44 7401 152721
• Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Cookie Policy

Last updated: March 9, 2026 · Version 1.0

1. Introduction

This Cookie Policy explains how Lacuna Studio LTD ("Company", "we", "us", or "our") uses cookies and similar tracking technologies when you visit our website. This policy is provided in accordance with the UK General Data Protection Regulation (UK GDPR) and the Privacy and Electronic Communications Regulations (PECR) 2003.

Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.

2. Definitions

• Company refers to Lacuna Studio LTD, registered at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. Company Number: 16864423.
• Cookies are small files that are placed on your computer, mobile device, or any other device by a website, containing details of your browsing history on that website among its many uses.
• Website refers to the Lacuna Studio LTD website.
• You means the individual accessing or using the Website.
• PECR refers to the Privacy and Electronic Communications Regulations 2003.
• UK GDPR refers to the UK General Data Protection Regulation.

3. Cookie Consent

Legal Basis for Cookie Use: Under the UK GDPR and PECR 2003, we are required to obtain your consent before placing non-essential cookies on your device.

Essential Cookies: These cookies are necessary for the website to function and do not require your consent. They are automatically placed when you access our site.

Non-Essential Cookies: Analytics, marketing, and functionality cookies require your explicit consent before being placed on your device.

How We Obtain Consent

When you first visit our website, a cookie consent banner will appear asking you to:

• Accept all cookies
• Reject optional cookies (only essential cookies will be used)
• Manage your preferences through Cookie Settings

Your Consent Choices

• You can withdraw consent at any time via the "Cookie Settings" link in the footer
• Withdrawing consent will not affect the lawfulness of processing before withdrawal
• Essential cookies will remain active as they are necessary for site functionality
• Your consent choices are stored for 12 months, after which you will be asked again

Consent for Minors: We do not knowingly collect data from individuals under 18 without parental consent. If you are under 18, please ask a parent or guardian before accepting cookies.

4. Cookie Categories and Legal Basis

We classify cookies into the following categories in accordance with UK GDPR and PECR:

Category 1: Strictly Necessary Cookies

Legal Basis: Legitimate Interest (Article 6(1)(f) GDPR)
Consent Required: No

These cookies are critical for the website to function. Without them, services you've requested (like checkout or account access) cannot be provided.

Category 2: Performance & Analytics Cookies

Legal Basis: Consent (Article 6(1)(a) GDPR)
Consent Required: Yes

We use these cookies to collect anonymous data about how users interact with our website, helping us improve user experience.

Category 3: Functionality Cookies

Legal Basis: Consent (Article 6(1)(a) GDPR)
Consent Required: Yes

These cookies enhance your experience by remembering your choices (language, theme settings).

Category 4: Targeting/Marketing Cookies

Legal Basis: Consent (Article 6(1)(a) GDPR)
Consent Required: Yes

We currently do not use targeting or marketing cookies. This section is reserved for future use and will be updated if our practices change.

5. Complete List of Cookies We Use

Essential Cookies (No consent required)

Analytics Cookies (Requires consent)

Functionality Cookies (Requires consent)

Payment Cookies (Essential for checkout)

Note: When you proceed to checkout, you are redirected to app.secserv.me which may set additional cookies governed by their Cookie Policy.

We will update this list as our cookie usage changes.

6. Your Rights and Choices Regarding Cookies

Under UK GDPR and PECR, you have the following rights:

Right to Consent or Refuse

You can choose to accept or reject non-essential cookies when you first visit our site via the cookie consent banner.

Right to Withdraw Consent

You can change your cookie preferences at any time by:

• Clicking "Cookie Settings" in the website footer
• Clearing your browser cookies (this will require re-consent on next visit)

Right to Access

You can see which cookies are currently active on your device through your browser settings (Settings → Privacy → Cookies) or our Cookie Settings panel.

Right to Object

You can object to analytics cookies while still using the website. Essential cookies cannot be disabled as they are necessary for site functionality.

Browser-Level Cookie Management

You can block cookies entirely through your browser settings:

• Google Chrome: Settings → Privacy and security → Cookies and other site data
• Mozilla Firefox: Settings → Privacy & Security → Cookies and Site Data
• Microsoft Edge: Settings → Cookies and site permissions → Manage and delete cookies
• Safari: Preferences → Privacy → Block all cookies
• Opera: Settings → Privacy & security → Cookies

Warning: Blocking all cookies will prevent you from logging into your account, adding items to your shopping cart, completing checkout via app.secserv.me, and accessing personalised features.

Do Not Track (DNT) Signals

Some browsers offer a "Do Not Track" signal. We currently do not respond to DNT signals, as there is no industry standard for how to interpret them. However, you can control cookies via the methods above.

Third-Party Cookie Opt-Out

To opt out of Google Analytics specifically, install the Google Analytics Opt-out Browser Add-on: https://tools.google.com/dlpage/gaoptout

To opt out of interest-based advertising: Your Online Choices (UK): https://www.youronlinechoices.com/uk/

7. Cookie Retention and Data Deletion

How Long Do Cookies Last?

• Session Cookies: Deleted automatically when you close your browser
• Persistent Cookies: Remain on your device for the duration specified in the tables above (ranging from 24 hours to 2 years)

What Data Do Cookies Store?

• Essential cookies: Session IDs, cart contents, authentication tokens
• Analytics cookies: Anonymous identifiers (like Client ID), timestamp of visit, pages viewed
• Functionality cookies: Language preference, theme settings

We do NOT store sensitive personal data in cookies (no passwords, payment details, or personal identifiers like names or addresses).

Impact of Cookie Deletion

• You will be logged out of your account
• Your shopping cart will be emptied
• Your language/theme preferences will reset to default
• You will see the cookie consent banner again on your next visit

8. Third-Party Cookies and Services

We use third-party services that may set their own cookies on your device:

Google Analytics (analytics cookies)

• Purpose: Website traffic analysis
• Data Collected: Anonymous usage statistics, device type, location (city-level), pages viewed
• Data Sharing: Google may use this data for their own purposes (see Google Privacy Policy)
• Opt-Out: https://tools.google.com/dlpage/gaoptout
• Privacy Policy: https://policies.google.com/privacy

app.secserv.me (payment processing cookies)

• Purpose: Secure payment processing, fraud prevention
• Data Collected: Transaction session data, payment gateway identifiers
• Data Sharing: Payment data is processed by app.secserv.me and not stored by Lacuna Studio

Important: When you click a payment button and are redirected to app.secserv.me, you leave our website and are subject to their cookie and privacy policies.

9. International Data Transfers

Some cookies are set by services based outside the UK:

• Google Analytics: Data may be transferred to Google servers in the United States. Google participates in the EU-US Data Privacy Framework and we rely on Standard Contractual Clauses to safeguard transfers.

We ensure that any international transfers of personal data comply with UK GDPR requirements and that appropriate safeguards are in place.

10. Cookie Settings Panel

How to Access

Click "Cookie Settings" in the website footer or the cookie consent banner.

What You Can Control

• Essential Cookies (Always Active): Cannot be disabled — required for authentication, shopping cart, and cookie consent storage
• Analytics Cookies (Optional): Toggle ON/OFF — Google Analytics. Disabling will not affect site functionality
• Functionality Cookies (Optional): Toggle ON/OFF — language and theme preferences. Disabling means you'll need to select preferences on each visit
• Marketing Cookies (Currently Not Used): Reserved for future use

How Settings Are Saved

Your preferences are stored in the "cookie_consent" cookie for 12 months. After 12 months, you'll be asked to confirm your preferences again.

11. Children's Privacy

Our website is not directed at children under the age of 18. We do not knowingly set cookies for or collect data from children. If we become aware that cookies have been set for a child under 18 without parental consent, we will take steps to remove those cookies promptly.

12. Changes to This Cookie Policy

We may update this Cookie Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We will notify you of any material changes by posting the updated policy on this page and updating the "Last updated" date. If we make significant changes to how we use cookies, we will re-request your consent.

13. Supervisory Authority

If you believe that our use of cookies infringes data protection laws, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):

• Website: https://ico.org.uk
• Phone: 0303 123 1113
• Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

14. Contact Us

If you have any questions about this Cookie Policy, you can contact us:

• Email: [email protected]
• Phone: +44 7401 152721
• Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

Refund Policy

Last updated: March 9, 2026 · Version 1.0

1. Overview

At Lacuna Studio LTD, we are committed to delivering high-quality digital design and development services. This Refund Policy outlines the conditions under which refunds may be granted, in accordance with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Your Statutory Rights — 14-Day Cooling-Off Period

Under the Consumer Contracts Regulations 2013, if you are a consumer based in the United Kingdom, you have the right to cancel your order within 14 days from the date of purchase without giving any reason. This is known as the "cooling-off period".

To exercise your right to cancel, you must inform us of your decision by a clear statement:

• Email: [email protected] with subject line "CANCELLATION REQUEST — [Order ID]"
• Written notice: Send to our registered address
• Account Dashboard: If you have an online account, use the "Request Cancellation" feature under Settings > Orders

Please include:

• Your full name and contact details
• Order ID or invoice number
• Date of purchase
• Reason for cancellation (optional during cooling-off period)

If you cancel within the 14-day period and no work has commenced, you will receive a full refund within 14 days of us receiving your cancellation notice, to the original payment method.

Important Exception — Early Start of Work

Under the Consumer Contracts Regulations 2013, if you expressly request that we begin work immediately (before the 14-day period ends), you acknowledge that:

• a) You are waiving your right to a full refund if you later cancel
• b) You will be charged for work completed up to the point of cancellation
• c) The charge will be proportionate to the services provided compared to the full contract price

We will always obtain your explicit written consent (via email or signed agreement) before starting work during the cooling-off period.

Example: If you order a $1,000 website design and request immediate start, then cancel after 7 days when we've completed 30% of the design work, you would be charged $300 and refunded $700.

3. Eligibility for Refunds (Beyond Cooling-Off Period)

After the 14-day cooling-off period, you may still request a refund under the following circumstances:

• Before work has commenced: if you cancel your order before any design or development work has started, you are entitled to a full refund

Service not as described

Under the Consumer Rights Act 2015, if the final deliverables substantially differ from the agreed scope of work, you are entitled to remedy. This includes:

• Design does not match the approved brief or wireframes
• Features or functionality explicitly promised are missing
• Quality falls materially below professional standards for the agreed price point

To qualify: You must have provided clear written specifications, and the variance must be significant (minor stylistic differences or subjective preferences do not qualify).

Remedy options (in order of preference):

• 1. We will re-perform the work to match specifications at no extra cost
• 2. If re-performance is not possible or fails, you receive a partial or full refund

Service not carried out with reasonable care and skill

Under Section 49 of the Consumer Rights Act 2015, services must be performed with reasonable care and skill. If we fail to meet this standard, you are entitled to a repeat performance or a price reduction.

Significant delays without justification

• a) If we exceed the agreed delivery date by more than 14 days without:
  • Prior written notice
  • Reasonable justification (e.g., delayed client feedback, scope changes, force majeure)
  • Your written agreement to an extension
• b) You will be entitled to:
  • Request immediate completion with no delay penalties to you
  • Cancel the remaining undelivered work and receive a pro-rata refund
  • Full refund if no substantial work has been delivered

Note: Delays caused by late client feedback, missing materials, or approved change requests do not qualify.

4. Non-Refundable Situations

Refunds will not be provided in the following cases:

• Work has been completed and delivered as per the agreed scope and you have confirmed acceptance

Milestone approvals

You have provided written approval of milestones or deliverables during the project:

• Approval may be given via email, project management system, or signed sign-off form
• Once you approve a milestone, that portion of work is considered accepted and non-refundable
• You have 5 business days to review and request revisions after each milestone delivery
• Silence or lack of response after 10 business days will be considered tacit approval

Example: If you approve the homepage design in Week 2, then request a full refund in Week 4, you will not receive a refund for the approved homepage work.

• Delays are caused by your failure to provide necessary materials, feedback, or approvals within agreed timelines
• Customised or bespoke digital products that have been created specifically to your requirements and delivered as agreed

Third-party costs

Third-party costs already incurred on your behalf, including but not limited to:

• Premium stock images, videos, or audio (Shutterstock, Getty, etc.)
• Licensed fonts or design assets
• Domain name registration or renewal
• Web hosting setup fees
• SSL certificates
• Third-party plugin or software licenses purchased specifically for your project
• Paid advertising spend (Google Ads, Facebook Ads, etc.)
• External contractor or freelancer costs

We will provide itemised receipts for all third-party costs if requested. These costs are non-refundable even if the project is cancelled, as we cannot return digital licences once purchased.

5. Refund Process

To request a refund, please follow these steps:

• Log in to your account and navigate to Settings > Orders > Request a Refund
• Provide your Order ID and select a reason for the refund
• Include any additional details that support your request
• Alternatively, email us at [email protected] with your Order ID and reason

We will acknowledge your request within 48 hours (2 business days).

We will provide a decision within 5 business days. For complex cases requiring investigation, we may extend this to 10 business days and will notify you of the extension.

If approved, the refund will be processed within 14 days to the original payment method.

If you do not receive acknowledgement within 3 business days, please:

• Check your spam/junk folder
• Contact us via phone at +44 7401 152721
• Send a follow-up email with "URGENT — REFUND REQUEST" in the subject line

6. Partial Refunds

In cases where work has partially commenced, we may offer a partial refund calculated based on the proportion of work completed. The exact amount will be determined on a case-by-case basis and communicated to you before processing. You will receive a breakdown of:

• Total hours/work completed
• Percentage of the project delivered
• Third-party costs incurred
• Refund amount offered

Example Calculation

Project: Website Design — Total Cost $2,000

• Stage 1 (Research & Planning): $400 — COMPLETED
• Stage 2 (Design Mockups): $800 — 50% COMPLETED
• Stage 3 (Development): $600 — NOT STARTED
• Stage 4 (Testing & Launch): $200 — NOT STARTED

Work completed value: $400 + $400 (50% of $800) = $800
Third-party costs: $100 (stock images)
Refundable amount: $2,000 — $800 — $100 = $1,100

You would receive a refund of $1,100.

7. Refund Methods

All payments are processed through our secure payment gateway at app.secserv.me. When you click a payment button on our website, you are redirected to this platform where the transaction amount is pre-filled.

Payment Processing

• Each payment button contains an embedded link to app.secserv.me with the specific amount
• Payments are processed securely through this third-party gateway
• We do not store your card details or payment information

Refund Processing

Refunds will be processed through the same app.secserv.me payment system and returned to your original payment method:

Card payments (Visa/Mastercard/Amex):

• Refunded to the same card used for the original transaction
• Processing time: 5-10 business days from approval
• Refunds appear as a credit on your card statement (not a separate transaction)
• If your card has expired, contact your card issuer — refunds are usually redirected to your current card automatically

Bank transfer payments:

• Refunded to the originating bank account
• Processing time: 5-14 business days for UK accounts (Faster Payments/BACS)
• International transfers (SEPA/SWIFT): up to 20 business days
• You must provide valid bank account details if different from the original payment source

Alternative payment methods (if supported by app.secserv.me): processing times vary by method. We will notify you of the expected refund timeline upon approval.

Important Notes

• We cannot refund to a different payment method than originally used
• Refund processing begins once we approve your request
• "Business days" exclude weekends and UK bank holidays
• Actual receipt time depends on app.secserv.me processing and your bank's speed
• For refund status inquiries after 10 business days, contact app.secserv.me support directly

Transaction Records: You can access your payment history and transaction details through app.secserv.me. We will provide your transaction ID with every invoice for reference.

8. Dispute Resolution

If you are not satisfied with the outcome of your refund request:

Step 1: Internal Escalation

Contact us at [email protected] with "FORMAL COMPLAINT" in the subject line. A senior manager will review your case within 5 business days and provide a final decision within 10 business days.

Step 2: Alternative Dispute Resolution (ADR)

If we cannot resolve your complaint internally, you may refer it to an independent ADR provider. We work with:

• Centre for Effective Dispute Resolution (CEDR): www.cedr.com
• Retail ADR: www.retailadr.org.uk

These services are usually free for consumers. We will cooperate fully with any ADR process.

Step 3: Legal Action

As a UK consumer, you have the right to take action through the courts of England and Wales. For claims under $10,000, you may use the Small Claims Court at www.gov.uk/make-court-claim-for-money.

EU Consumers: If you are based in the EU, you can use the Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr/

Payment Gateway Disputes

If your dispute relates specifically to payment processing (unauthorised charges, duplicate payments, technical errors), you may also need to contact app.secserv.me directly. We will provide their contact details and transaction IDs to facilitate resolution.

Nothing in this policy affects your statutory rights under UK consumer protection law.

9. Goodwill Refunds and Credits

In exceptional circumstances, even if you are not entitled to a statutory refund, we may offer a goodwill gesture:

• Account Credit: We may offer credit toward future services instead of a cash refund
• Partial Refund: To maintain good customer relations, we may offer a partial refund
• Service Re-do: We may offer to redo unsatisfactory work at no additional cost

Goodwill gestures are offered at our sole discretion and do not constitute an admission of fault or breach of contract. Acceptance of a goodwill gesture does not waive your statutory rights for future transactions.

10. Payment Gateway Information

Third-Party Payment Processing

All transactions are processed through app.secserv.me, an independent payment gateway. By making a purchase, you agree to app.secserv.me's terms of service and privacy policy.

How Payment Links Work

• Each service on our website has a dedicated payment button
• Clicking the button redirects you to app.secserv.me
• The payment amount is pre-configured in the link
• You complete payment on the secure app.secserv.me platform
• You receive confirmation from both app.secserv.me and Lacuna Studio LTD

Transaction Security

• All payment data is handled by app.secserv.me
• We do not store or have access to your full card details
• Transactions are encrypted and PCI DSS compliant
• You receive a unique transaction ID for every payment

Refund Limitations

• Refunds are subject to app.secserv.me's processing capabilities and timelines
• We cannot expedite refunds beyond app.secserv.me's standard processing times
• If app.secserv.me experiences technical issues, refund processing may be delayed
• We will keep you informed of any delays and work with app.secserv.me to resolve them

Transaction Disputes

For payment-specific issues (unauthorised charges, failed transactions, duplicate charges), you may need to contact app.secserv.me directly. We will provide your transaction ID and details, cooperate with app.secserv.me to resolve disputes, and ensure refunds approved by us are processed within their standard timeframes.

Data Sharing

When you make a payment, the following information is shared with app.secserv.me:

• Transaction amount
• Service description
• Your email address (for receipt)
• Payment timestamp

11. Contact Us

For refund requests or questions about this policy:

• General Inquiries: [email protected]
• Refund Requests: [email protected]
• Complaints: [email protected]
• Phone: +44 7401 152721
• Business Hours: Monday — Friday, 9:00 AM — 5:00 PM GMT (excluding UK bank holidays)

Registered Address:
Lacuna Studio LTD
71-75 Shelton Street, Covent Garden
London, WC2H 9JQ, United Kingdom
Company Number: 16864423

Payment Gateway Support: For technical payment issues, contact app.secserv.me support. For transaction disputes, include your transaction ID from app.secserv.me in all correspondence.

Appendix A: Model Cancellation Form

(Complete and return this form only if you wish to cancel the contract)

To: Lacuna Studio LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: [email protected]

I/We hereby give notice that I/We cancel my/our contract for the supply of the following service:

• Order Number: ___________________________
• Transaction ID (from app.secserv.me): ___________________________
• Date of Order: ___________________________
• Payment Date: ___________________________
• Amount Paid: ___________________________
• Name of Consumer(s): ___________________________
• Address of Consumer(s): ___________________________
• Email: ___________________________
• Phone: ___________________________

Signature of Consumer(s) (only if this form is notified on paper): ___________________________

Date: ___________________________

Note: Please include your transaction ID from app.secserv.me to expedite refund processing.

Acceptable Use Policy

Last updated: March 9, 2026

This Acceptable Use Policy ("Policy") sets out the rules and guidelines for using the services and platform provided by Lacuna Studio LTD ("Company", "we", "us", or "our"). By accessing or using our services, you agree to comply with this Policy.

1. Permitted Use

You may use our services only for lawful purposes and in accordance with these terms. Our platform and deliverables are intended for legitimate business and personal use, including but not limited to:

• Ordering design, branding, and development services
• Communicating with our team regarding active projects
• Accessing your dashboard, orders, certificates, and account settings
• Downloading deliverables and certificates related to your purchases

2. Prohibited Activities

When using our platform and services, you must not:

• Use the platform for any unlawful, fraudulent, or harmful purpose
• Attempt to gain unauthorised access to any part of the platform, other accounts, or systems
• Upload, transmit, or distribute any viruses, malware, or other harmful code
• Interfere with or disrupt the integrity or performance of the platform
• Use automated systems (bots, scrapers, crawlers) to access the platform without written permission
• Impersonate any person or entity, or falsely represent your affiliation
• Resell, redistribute, or sublicense our services or deliverables without authorisation
• Use our deliverables for illegal, defamatory, or harmful purposes
• Harass, abuse, or threaten our staff or other users
• Submit false or misleading information in orders, forms, or communications

3. Intellectual Property

All content, designs, code, and materials provided through our platform remain the property of Lacuna Studio LTD or our licensors until full payment is received and ownership is explicitly transferred as per the project agreement. You must not:

• Copy, modify, or distribute our proprietary content without permission
• Remove any copyright, trademark, or other proprietary notices
• Claim authorship of work created by Lacuna Studio LTD

4. Account Responsibilities

If you create an account on our platform, you are responsible for:

• Maintaining the confidentiality of your login credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorised use of your account
• Ensuring that all information you provide is accurate and up to date

5. Content Standards

Any content, materials, or briefs you submit to us must not:

• Contain or promote illegal content
• Infringe on the intellectual property rights of third parties
• Contain discriminatory, offensive, or hateful material
• Include personal data of third parties without their consent

6. Enforcement

We reserve the right to:

• Investigate any suspected violations of this Policy
• Suspend or terminate your access to our services without notice if you breach this Policy
• Remove or disable access to any content that violates this Policy
• Report any unlawful activity to the relevant authorities
• Take legal action where necessary to protect our rights and the rights of others

7. Reporting Violations

If you become aware of any violation of this Acceptable Use Policy, please report it to us immediately at:

• Email: [email protected]
• Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

8. Changes to This Policy

We may update this Acceptable Use Policy from time to time. Changes will be posted on this page with an updated revision date. Continued use of our services after any changes constitutes your acceptance of the updated Policy.

9. Contact Us

If you have any questions about this Acceptable Use Policy, you can contact us:

• Email: [email protected]
• Phone: +44 7401 152721
• Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

GDPR Compliance Statement

Last updated: March 9, 2026

Lacuna Studio LTD ("Company", "we", "us", or "our") is committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the EU General Data Protection Regulation (EU GDPR) where applicable. This statement outlines how we collect, process, store, and protect your personal data.

1. Data Controller

Lacuna Studio LTD acts as the Data Controller for all personal data processed through our website and services. Our contact details are:

• Company: Lacuna Studio LTD
• Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
• Email: [email protected]
• Phone: +44 7401 152721

2. Personal Data We Collect

We may collect and process the following categories of personal data:

• Identity Data: first name, last name, company name
• Contact Data: email address, phone number, billing address
• Account Data: username, password (encrypted), account preferences
• Transaction Data: order history, payment details, invoices
• Technical Data: IP address, browser type, device information, operating system
• Usage Data: pages visited, time spent on pages, click patterns
• Communication Data: messages, feedback, support requests

3. Purpose and Legal Basis for Processing

We process your personal data for the following purposes and under the following legal bases:

• Contract Performance: to provide our services, process orders, manage your account, and deliver project deliverables
• Legitimate Interests: to improve our services, analyse usage patterns, ensure platform security, and communicate relevant updates
• Consent: to send marketing communications, set non-essential cookies, and process analytics data. You may withdraw consent at any time
• Legal Obligation: to comply with tax, accounting, and regulatory requirements under UK law

4. Data Retention

We retain your personal data only for as long as necessary to fulfil the purposes for which it was collected:

• Account Data: retained for the duration of your account, plus up to 5 years after closure for legal and compliance purposes
• Transaction Data: retained for 7 years to comply with UK tax and accounting obligations
• Communication Data: retained for 24 months after the last interaction
• Technical & Usage Data: retained for 12 months, then anonymised or deleted
• Marketing Consent Records: retained for 3 years from the date of consent

5. Your Rights Under GDPR

Under the UK GDPR and EU GDPR, you have the following rights regarding your personal data:

• Right of Access: request a copy of the personal data we hold about you
• Right to Rectification: request correction of inaccurate or incomplete data
• Right to Erasure: request deletion of your personal data ("right to be forgotten")
• Right to Restriction: request that we limit the processing of your data
• Right to Data Portability: receive your data in a structured, machine-readable format
• Right to Object: object to the processing of your data based on legitimate interests or for direct marketing
• Right to Withdraw Consent: withdraw consent at any time where processing is based on consent
• Right to Lodge a Complaint: file a complaint with the Information Commissioner's Office (ICO) at ico.org.uk

To exercise any of these rights, please contact us at [email protected] or use the form below. We will respond to your request within 30 days.

6. Data Security Measures

We implement appropriate technical and organisational measures to protect your personal data, including:

• SSL/TLS encryption for all data transmitted through our website
• Encrypted storage of passwords and sensitive account information
• Access controls limiting data access to authorised personnel only
• Regular security assessments and vulnerability testing
• Secure payment processing through PCI DSS-compliant third-party providers
• Regular data backups with encrypted storage

7. Third-Party Data Sharing

We may share your personal data with the following categories of third parties, only to the extent necessary:

• Payment Processors: app.secserv.me, our secure payment gateway, to process transactions securely
• Hosting Providers: cloud infrastructure providers for website hosting and data storage
• Analytics Providers: anonymised usage data for website performance analysis
• Legal & Regulatory Bodies: when required by law, court order, or regulatory obligation
• Professional Advisors: accountants, lawyers, and auditors under confidentiality agreements

We do not sell, rent, or trade your personal data to any third party for marketing purposes. All third-party processors are required to comply with GDPR and maintain appropriate data protection standards.

8. International Data Transfers

Where your data is transferred outside the UK or European Economic Area (EEA), we ensure that appropriate safeguards are in place, including:

• Standard Contractual Clauses (SCCs) approved by the European Commission
• Adequacy decisions by the UK Government or European Commission
• Binding Corporate Rules where applicable

9. Data Protection Officer

For any questions or concerns regarding the processing of your personal data, or to exercise your data protection rights, please contact our Data Protection Officer:

• Email: [email protected]
• Address: Lacuna Studio LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

10. Changes to This Statement

We may update this GDPR Compliance Statement from time to time to reflect changes in our data processing practices or legal requirements. Any changes will be posted on this page with an updated revision date. We encourage you to review this statement periodically.