Terms of Engagement
At Social Star, we don't want legal terms and conditions to interfere with a fair and reasonable agreement. However, there are a few things we need to cover so we are clear on the arrangements, so please have a read of the following:
This agreement is between your organisation and Social Star Pty Ltd ABN 65 165 997 062.
Our company is designed to provide your organisation with branded content and marketing support. To do this, we require your assistance to give us suitable briefs and enough information to perform our roles effectively. Furthermore, we require feedback on the content in a reasonable timeframe to support your goals. Without this input and support, we are unable to perform our roles effectively. If you are unable to provide the time and staff to do this, we will be unable to fulfill our commitments, and no refunds will be given if you are unable to provide us with the information to work with. We will make every effort to help you through this process.
To assist you in providing briefs and feedback, we will provide you with templates, meetings, and opportunities to submit feedback in a variety of formats, such as written, verbal, and audio interviews. We are here to help, so we will remind you of these commitments via email, in meetings, phone calls, and/or SMS, and will act on a three-strikes policy. If you are unable to reply to us after three attempts to contact you, we reserve the right to not perform the work, even if it has been paid for.
We have specific processes to ensure we can maintain your work to a high standard. These are as follows:
a. We need you to respond with feedback to our work submissions in a reasonable time. Reasonable is considered between 2-5 working days. If the key person is away, the decision-making function needs to be delegated to another person to
ensure the workflow continues.
b. To assist with this, we require weekly check-in meetings to review the Work in Process (WIP) document and gain feedback and advice on the work at hand.
c. No content can be posted on public mediums (social media or websites) without the express written permission of the client. Preferably in email or on the WIP sheet.
d. All of our documentation is on the Google platform, and we are unable to adopt a new platform to track your work (e.g., Teams, Trello, Slack, etc.). As you can imagine, with many clients, we cannot use different platforms for each one.
e. The only exception to this rule is if a staff member is placed inside your organisation, then they can be integrated with your processes and systems.
Treatment of our staff: We will provide a professional and personable approach to your teams, and we expect the same in return. In particular:
a. We appreciate feedback that is clear, free from negative comments or personal attacks, and genuinely adds to the understanding of the brief and furthers the project. Creating content that is completely on-brand takes time and effort, so we would like your respect and understanding throughout the process.
b. Every effort will be made to ensure no mistakes are made. Every content piece is reviewed internally before going to the client for final approval. However, even with the best intentions and processes, mistakes do happen. If this occurs, contact your marketing coordinator and account manager, and we will resolve it as soon as possible.
c. No tolerance of rude behaviour or bullying will be accepted if mistakes are made that the client has approved. We are human, and occasionally these things happen. Treat us with respect, and we will work diligently to resolve any issue that occurs. Social Star reserves the right to cancel any contract immediately if personal attacks, rude language, or bullying are directed towards our staff.
If you have a marketing coordinator placed in your organisation as part of your retainer, it is your responsibility to provide them with a safe and productive work environment. Your role is to manage their day-to-day tasks, and our role is to provide specialist advice to perform the required work to a high standard. Marketing coordinators are entitled to sick leave, holiday leave, and other associated benefits, pro-rata for their time allocated to the account, and as such, may take these leave entitlements during the retainer period. The company will make its best efforts to continue the work during these times but will not provide additional staff to substitute for the staff member's leave.
a. If the marketing coordinator is away for an extended period, out of the scope of their general leave entitlements, a substitute candidate from Social Star will be provided to fill in until the staff member returns from leave.
If you have any issues with the staff member, please raise them with us, and we will discuss the best way forward. We will review the circumstances, discuss them with you, and take appropriate action. This could include improvements in communication, coaching for the staff member, or, in extreme circumstances, replacing the staff member. There is no cost to change staff members in a reasonable situation if you are dissatisfied with their work.
Dissatisfaction with work: If you are dissatisfied with the work produced by a marketing coordinator, please escalate this to the account manager via email. A meeting will be arranged to discuss it, and the work will be compared to the collected brief. It's important that the brief be filled in with care. No responsibility will be taken by Social Star for work not accepted because the brief was not filled in, was unclear, or the scope of work has changed. A change of mind does not constitute rework; this will be considered a new project and billed accordingly, requiring a new brief to be written.
Invoices will be issued monthly in advance, with payment due within 7 days of their start date. We will pay our staff fortnightly, so prompt payment is appreciated to match our payment cycle.
a. Overdue payments may attract a late payment fee if overdue by 30 days. This fee will be 10% of the total outstanding amount and will be added to the next invoice.
A notice period of no less than 30 days is appreciated for the termination of the agreement and needs to be completed in writing. We will give you the same consideration if the staff member is unable to continue their contract period.
A fair go policy applies to this agreement. We will be flexible with you if you are flexible with us. Let's work together to make this a valuable experience for all concerned!