Cookies & Policies

1. Payment terms

A 50% non-refundable deposit is required to secure your project in our schedule. Work will not begin until the deposit has been received, unless otherwise agreed in writing.

The remaining 50% balance is due within 10 days of the final invoice being issued. Final files and deliverables will not be handed over until full payment is received, unless we have agreed something different in writing.

Late payments may result in delayed timelines or incur a late fee of 5% of the outstanding balance per 14-day period overdue.

Payment plans

Where a payment plan has been agreed in writing, the following applies:

• The first payment secures your project in our schedule and must be received before any work begins.
• Subsequent payments will be invoiced monthly on the agreed date until the full balance is cleared.
• Final files and deliverables will not be released until the full balance has been paid, regardless of how much work has been completed.
• If a scheduled payment is missed, the project will be paused until the account is brought up to date. We will always communicate before taking this step.
• Missed payments of 14 days or more may incur a late fee of 5% of the overdue amount per 14-day period.
• Payment plans are agreed in writing only and are specific to each project. They do not carry over to future projects.

2. Revisions

Each project includes 2–3 rounds of revisions as specified in your contract. A revision round is defined as a set of changes requested at one time. Multiple messages sent separately but referring to the same stage of feedback will be counted as one revision round.

A revision round does not include changes to the agreed creative direction, concept, or scope. If a client approves a concept and then requests a significant change of direction, this may be treated as a new project stage and quoted separately.

Once the included revision rounds are used, any additional changes will be charged at an agreed hourly rate. We will always confirm this before proceeding. Once the work has been signed off and paid for, no further revisions will be made unless additional payment is agreed.

3. Scope & boundaries

The scope of work is defined in your onboarding document and contract. Any new work, add-ons, or changes outside of the original scope will need to be quoted and agreed upon separately.

Once a project is completed and paid for, Lotta Design Co is not obligated to continue working with the client or offer unpaid support beyond the agreed post-project support period. A one-week post-project support period is included for minor questions or small tweaks. Ongoing design support beyond this must be agreed as a separate retainer.

4. Timeline & communication

All timelines provided are estimates. While we work hard to meet agreed timelines, delays can occur, particularly when client feedback, content, or approvals are delayed.

To keep projects on track, we ask clients to respond to requests for feedback or content within 2–3 business days where possible. If a client causes a delay of 7 or more business days through late feedback, late content delivery, or non-communication, the timeline will be adjusted accordingly and we reserve the right to reschedule the project.

If a client is unresponsive for 14 days or more without prior notice, the project may be considered dormant. A rebooking fee may apply to restart.

Our working hours are Monday to Friday, 10am to 5pm. We aim to respond to all communications within 1–2 business days.

5. Refunds & cancellations

The 50% deposit is non-refundable. It secures your place in our schedule and covers upfront time, planning, and resources committed to your project.

If you cancel a project after work has begun, any work completed to that point will be billed proportionately. Any balance beyond the deposit already paid will be invoiced accordingly.

Lotta Design Co reserves the right to cancel a project if a client is repeatedly unresponsive, abusive, or in breach of these terms. In this case, work completed to that point will be invoiced and the deposit retained.

6. Feedback & sign-off

When the final work is approved and signed off by you, this confirms you are happy with the outcome and the project is considered complete. We encourage all feedback, concerns, and change requests to be raised during the active project period.

Once a project is signed off and closed, requests for significant changes or revisions will be treated as new work and quoted separately.

7. Intellectual property & usage

Once full payment is received, the rights to the final agreed designs are transferred to the client.

Lotta Design Co reserves the right to share completed projects in our portfolio, on social media, and in promotional materials, unless otherwise agreed in writing before the project begins.

Any unused concepts, draft materials, or exploratory work that is not selected or included in the final deliverables remains the intellectual property of Lotta Design Co.

Any templates, brand assets, or design files provided are licensed for the client's business use only. They may not be resold, shared with third parties, or used to create derivative products for commercial sale.

8. AI & technology tools

Lotta Design Co uses AI tools as part of our creative and operational process. This includes AI features built into Adobe and Canva, as well as AI tools for project management, strategy, and written communication. All creative thinking, strategy, and design direction is human-led.

If you have specific requirements around your content, brand assets, or personal likeness not being processed through AI tools, you must inform us in writing before the project begins. Any requirements not raised before the project begins cannot be guaranteed to be applied retrospectively.

AI-generated reference images provided by the client during the briefing process are welcomed and may be used to inform the creative direction. Final deliverables are always original design work.

9. Subcontractors & team

Lotta Design Co operates as a creative collective. Charlotte Simonsen oversees and is creatively responsible for all projects. On some projects, trusted freelance team members may contribute to specific areas of the work.

All subcontractors and team members working on client projects are bound by the same confidentiality obligations as Lotta Design Co. The client relationship, creative direction, and quality oversight remain with Charlotte Simonsen at all times.

Subcontractors engaged by Lotta Design Co may not approach, solicit, or work directly with Lotta Design Co clients outside of their engagement with us.

10. Personal guarantee & insolvency

Where a client is a sole trader, the individual and the business are the same legal entity. The individual is personally liable for all payments owed under this agreement.

Where a client is a limited company, the individual signing this agreement on behalf of the company provides a personal guarantee for all sums owed to Lotta Design Co. This means that if the company is unable to pay for any reason, including insolvency, liquidation, or dissolution, the signatory accepts personal responsibility for any outstanding balance.

By signing the project contract, the individual confirms they have the authority to enter into this agreement on behalf of the business and accept personal liability as described above.

11. The 6-month review

Six months after your project is complete, we will reach out with a short check-in. This is a chance to reflect on how far your brand or website has come, what's working, and where you might want to go next.

The review is entirely optional. There is no obligation to participate and declining will not affect our relationship or any future work together. By agreeing to work with Lotta Design Co, you consent to being contacted once, approximately six months after project completion, for this purpose.

Any data, quotes, or feedback you share as part of the review may be used by Lotta Design Co in anonymised case studies, testimonials, or promotional materials. We will never identify you or your business without your explicit written permission.

12. Platforms, logins & tools

For website or platform-based projects, we may need access to tools such as Squarespace, Wix, Canva, or social media accounts. You agree to provide relevant access in a timely manner.

Lotta Design Co is not responsible for third-party platform issues including downtime, technical limitations, or policy changes. Any templates or tools provided as part of the project are for your business use only and may not be resold or transferred to third parties.

13. Subscriptions & platform fees

If your project involves third-party platforms such as Squarespace, Wix, Canva Pro, or Shopify, you are responsible for setting up and maintaining your own subscription. Monthly or annual platform fees are not included in your project fee and are paid directly to the relevant service provider.

Lotta Design Co is not responsible for billing issues, account cancellations, or access limitations caused by lapsed subscriptions.

14. Force majeure

Lotta Design Co will not be held liable for delays or failure to deliver caused by circumstances beyond our reasonable control. This includes but is not limited to illness, technical failure, platform outages, or other events that could not have been reasonably anticipated or prevented. In such circumstances we will communicate with the client as soon as possible and agree a revised timeline or approach.

15. Dispute resolution

In the event of a dispute, both parties agree to first attempt to resolve the matter through direct, good faith communication. If a resolution cannot be reached informally within 14 days, both parties agree to seek professional mediation before pursuing any legal action. The cost of mediation will be split equally between both parties unless otherwise agreed in writing.

These terms and any disputes arising from them are governed by the laws of England and Wales.