Plain English.
No hidden traps.

1 · About these Terms

These Terms and Conditions ("Terms") form a binding agreement between you ("Customer", "you", "your") and Flanstack Ltd, a company registered in England and Wales (company number 17168933), with its registered office at Flat 4 Heanor House, Church Street, Heanor, Derbyshire DE75 7XF ("Flanstack", "we", "us", "our").

By signing up for any Flanstack package, you confirm you've read and agreed to these Terms. If you don't agree, don't sign up.

These Terms apply alongside our Privacy Policy, which explains how we handle your personal data.

2 · Our services

Flanstack provides done-for-you marketing systems for UK trades businesses, including (but not limited to) contractors, electricians, builders, and gas engineers. Our services include website builds, lead capture, automated SMS and email workflows, review collection, customer retention sequences, and related marketing infrastructure.

The specific features and deliverables you receive depend on the package you sign up for, as described in section 3 and on our pricing page.

3 · Packages and pricing

We offer three packages:

Starter Stack · £297/month

An essentials package including missed-call text-back, a unified inbox (SMS, Facebook, Instagram, email and Google), automated review requests, and a website chat widget.

Growth Stack · £597/month

Everything in the Starter Stack, plus a lead pipeline, estimate follow-up sequences, an appointment booking calendar, two-way SMS and email campaigns, job status notifications, a social media scheduler, and a reporting dashboard.

Pro Stack · £997/month

Everything in the Growth Stack, plus a conversation AI bot, invoicing and payments, a referral workflow, AI reputation management, Facebook and Instagram lead ads, a custom reporting dashboard, and a monthly strategy check-in.

All prices are in pounds sterling (GBP) and exclude VAT, which will be added at the prevailing rate where applicable. The specific package details, prices, and inclusions in effect at the time of your signup will be confirmed in writing in your service agreement.

4 · Payment terms

Payments are made monthly in advance via Stripe (our payment processor). Your first payment is taken on signup. Subsequent payments are taken automatically on the same day each month.

If a payment fails, we will:

• Retry the payment automatically up to three times over seven days
• Contact you by email to resolve the issue
• Suspend service if payment isn't resolved within 14 days of the original due date
• Terminate the agreement if payment isn't resolved within 30 days, retaining the right to recover unpaid fees

You're responsible for keeping your payment method up to date. Failed payments don't constitute a notice of cancellation.

Pass-through costs (SMS, voice, domains)

Your monthly fee covers Flanstack's configuration, support, and the platform infrastructure included in your package. Some specific usage costs are passed through to you at cost, with no markup:

• SMS messages: charged at the prevailing Twilio/LeadConnector rate · typically around £0.04 per SMS sent or received in the UK
• Voice calls: charged at the prevailing Twilio rate · typically around £0.025 per minute for UK calls
• Phone number rental: typically £1-3 per number per month, included in the Growth Stack and above
• Domain registration renewals: at the registrar's prevailing rate, around £10-15 per year

These costs are billed transparently and you can see exactly what's been consumed in your account dashboard. We never markup these costs. If usage is unusually high in a given month, we'll flag it to you proactively.

5 · Setup guarantee

On all packages, we promise to have your system built and live within 14 calendar days of you signing up and providing the required onboarding information (typically a questionnaire, branding assets, and any regulatory documents needed for SMS provisioning).

If we miss the 14-day deadline through our own delay, your first month's fee is waived. This guarantee doesn't apply to delays caused by:

• Delayed receipt of the onboarding information from you
• Third-party delays beyond our reasonable control (Twilio regulatory bundle approvals, domain provisioning, etc.)
• Specific custom work outside the standard package scope

6 · Cancellation

You can cancel at any time with 30 days' written notice to info@flanstack.co.uk.

What happens when you cancel:

• Your service continues for the remainder of the 30-day notice period
• You're charged for that remaining period if the next billing date falls within it
• At the end of the notice period, your account is closed and access to the Flanstack platform ends
• We export your data (customer database, conversation history) and provide it to you in a portable format on request, free of charge
• Your website is taken down unless you arrange to take ownership separately (we'll help with this if you ask)

No refunds for partial months. No early-termination fees.

7 · Your obligations

To get the most out of Flanstack, you agree to:

• Provide accurate information during onboarding (business details, branding, service areas)
• Respond to reasonable requests for information within agreed timeframes
• Comply with all applicable laws when using the platform, including GDPR, PECR, and Ofcom rules for SMS communications
• Not use the platform for spam, harassment, illegal content, or anything that would harm your customers or third parties
• Keep your account credentials secure and notify us immediately if you suspect unauthorised access
• Inform us of any change to your business details that affect the service we provide

8 · Our obligations

In return, Flanstack agrees to:

• Build and deliver the package you've signed up for
• Maintain reasonable system uptime and performance
• Provide support within the response times outlined in your package
• Process your data in line with our Privacy Policy and applicable data protection law
• Notify you in advance of any material changes to the service
• Give honest, plain-English advice on what's working and what isn't

9 · Intellectual property

The Flanstack platform, branding, systems, workflows, templates, and all related intellectual property are owned by Flanstack Ltd or our licensors. Your subscription gives you a non-exclusive, non-transferable right to use these for your business while you're a customer.

You retain ownership of:

• Your customer database and conversation history
• Your business content (logo, copy, photos, brand assets you provide)
• Any custom content you create within the platform

When you cancel, you take your data with you (see Section 7). What stays with us is the underlying technology, templates, and systems that we use to serve all our customers.

10 · Third-party platform dependencies

Flanstack's service is built on top of established third-party platforms. We don't operate our own servers or proprietary infrastructure. This is a feature, not a bug · it means you benefit from enterprise-grade systems · but it does have implications you should understand.

What the service depends on

• GoHighLevel and LeadConnector · the CRM, automation, and messaging engine that everything runs on
• Twilio · the underlying carrier for SMS and voice
• Stripe · for payment processing
• Mailgun · for email delivery
• Google · for Business Profile, reviews, and (where used) Google Workspace
• Cloudflare · for website hosting and performance

When third parties have problems

Reputable as these providers are, no system has 100% uptime. When a third party experiences:

• An outage · features depending on that platform won't work for the duration. Example: if Twilio goes down, your Missed Call Text Back won't fire until it's restored.
• A security incident · data affected is governed by that provider's incident response process. We'll relay information to you as we get it.
• Pricing changes · we'll communicate any pass-through cost changes within 30 days of becoming aware.
• Feature changes or deprecations · we'll let you know what's affected and provide alternatives where reasonable.
• Account suspensions of yours · for example, if Twilio suspends an SMS-sending number due to a complaint, that's their decision; we'll help you respond but can't override them.

To the extent permitted by law, Flanstack is not liable for losses arising from third-party platform failures, outages, security incidents, or policy changes. We work with reputable providers and will help you navigate issues, but the underlying decisions and infrastructure are theirs.

If a third-party dependency becomes materially worse (e.g., a sustained outage or significant adverse policy change), you may cancel without the 30-day notice period · just email us, and we'll process the cancellation that day with no further charges.

11 · Service limitations and liability

We work hard to deliver a reliable service, but no system is perfect. We can't guarantee:

• Specific business outcomes (more leads, more revenue, etc.) · marketing systems are tools, not magic
• 100% uptime · third-party providers (Twilio, Stripe, GoHighLevel, Cloudflare) occasionally have outages
• Email or SMS delivery to every recipient · spam filters and carrier rules are outside our control

To the extent permitted by law, Flanstack's total liability to you for any claim arising from these Terms or your use of our services is limited to the total fees you've paid us in the 12 months immediately preceding the claim.

We're not liable for:

• Indirect, consequential, or special damages (lost profits, lost business opportunity, etc.)
• Issues caused by third-party services we integrate with
• Issues caused by your own actions or inaction (e.g. missed responses to leads, inaccurate business information you've provided)

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that can't be excluded under English law.

12 · Termination by us

We may suspend or terminate your account, with notice where reasonable, if:

• You materially breach these Terms and don't remedy the breach within 14 days of being asked to
• You don't pay invoices when due (see Section 4)
• You use the platform for illegal activity, spam, or anything that puts us, our other customers, or third parties at risk
• You become insolvent or enter into any formal insolvency proceedings

If we terminate for breach, no refunds are due. If we discontinue a service for our own business reasons (e.g. shutting down a product line), we'll give you at least 60 days' notice and refund any pre-paid fees covering the period after termination.

13 · Force majeure

Neither party is liable for delays or failures caused by events outside their reasonable control, including natural disasters, pandemics, war, government action, internet outages, or third-party service failures. We'll do our best to minimise disruption and communicate promptly when these happen.

14 · Changes to these Terms

We may update these Terms from time to time. When we do, we'll:

• Update the "Last Updated" date at the top of this page
• Email existing customers 30 days before material changes take effect
• Allow you to cancel without penalty if a change is materially adverse to you

Continued use of the service after the effective date confirms acceptance of the updated Terms.

15 · Governing law and disputes

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms are subject to the exclusive jurisdiction of the courts of England and Wales.

If you have a complaint

Please email us first at info@flanstack.co.uk with the subject line "Complaint". We commit to:

• Acknowledging your complaint within 2 working days
• Investigating and responding substantively within 14 working days
• Working with you in good faith to resolve it before any formal proceedings

Mediation before court

If the complaint isn't resolved between us directly, both parties agree to attempt mediation through an established UK mediation service (such as the Centre for Effective Dispute Resolution) before commencing court proceedings.

No class actions

Any dispute between us will be resolved on an individual basis. You agree not to participate in any class action, group action, or representative proceedings against Flanstack. This doesn't limit your individual statutory rights or your right to pursue an individual claim.

16 · Contact us

• Email: info@flanstack.co.uk
• Post: Flanstack Ltd, Flat 4 Heanor House, Church Street, Heanor, Derbyshire DE75 7XF, United Kingdom