Terms and Conditions

If you are interested in our writing services or are an existing client with questions, please read below. We have addressed some common questions and outlined clear terms and conditions.

If you have any additional questions after reviewing this information, please email us at info@contenthero.co.uk, and we would be happy to assist you further.

You may also find an answer to your question at our FAQ page.

Retainer

Retainers allow clients to pre-purchase a set number of words at an agreed per-word rate. This secures our writing services for the client.
There is a 12-month time limitation on using the retainer words from the date of payment. Any unused words reset after 12 months. This ensures timely delivery on both sides.

Cancellation and refund policy

Content Hero offers a 14-day cooling-off period, which begins on the date of the retainer payment. During this period:

Clients have the right to change their minds about the service.
If a client decides to cancel, they are entitled to a refund for any unused words in their package.
No administrative fee will be charged for refunds processed within this 14-day window.

After 14 days:

The client has the right to cancel the retainer at any time.
The client is entitled to a partial refund with a 25% admin fee (terms below).
If a client requests a refund on unused retainer words after 14 days, a 25% charge is applied to cover Content Hero’s administrative fees.
The refund is calculated based on the number of unused words.
Example: For a 4,000 word retainer with a value of £400, the refund would be £300 after applying the 25% admin fee of £100.

Payments

We operate on a retainer model, requiring payment of the retainer upfront for all orders. Work cannot commence without payment.

We accept payment by BACS only. We do not accept payment by cheque or card. All payment details will be included in your invoice. We bank with Starling Bank.

Prices

We have a minimum retainer of £400 and our prices are £0.09, £0.10 and £0.11 per word depending on topic complexity.

This means a £500 retainer will give you circa 5,500 words.

We have a bulk rate for high volume orders. If you need at least 15,000 words, we can reduce our price to £0.08 per word, giving you 15,000 words for £1,200.

It is our practice to agree a general fee with clients and apply this fee across all writing.

Extras

Topic generation

We can create article titles for you. This service is free alongside the retainer.

Content uploading

We can upload your content for you and optimise your content in Yoast or another SEO plugin. This service is free alongside the retainer.

Content brief

We have a brief template for articles, web pages, press releases, case studies and other content formats, or you can provide your own.

If you choose not to provide a brief, the level of revision you are entitled to is limited (please see our revision policy below).

All orders requested with Content Hero must be done so through email or a collaboration tool like Slack. This provides a record of the transaction and keeps communication in one place.

Content delivery

It is our standard policy to deliver all content orders through email.

Alternatively, we will upload your content to a cloud storage platform you specify.

Revision policy

It’s not always the case that content is spot on the first time. We understand this and will complete revisions within a few days at no extra cost to you.

Our revision policy:

Up to 3 rounds of free revision with a supplied brief.
Up to 1 round of free revision at our discretion without a supplied brief.

A few important points:

A revision is not a re-write.
A revision is not an edit to satisfy changes in brief.
A revision is not writing more content than requested.
A revision is not adding new content following recent discovery.

By supplying a brief that we agree on, you enjoy the entitlement of three rounds of revision. Further rounds are at our discretion.

If you do not supply a brief, then you allow us creative rein on the content.

Notes:

We edit and proofread our work, so it is error-free. If you would like your content to use specific language or grammar, you need to provide editorial guidelines.

In the unlikely scenario there are typos or grammatical errors, we will rectify these free of charge.

It is the buyer’s responsibility to check all content written by Content Hero prior to its publication.

Content ownership

Content Hero holds no ownership right over the content written for customers. Customers will own the content written for them outright, without limitation.

Liability

We understand some organisations require their outsourcing partners to have insurance. As such, we have a live professional indemnity insurance policy provided by PolicyBee and underwritten by AXA with a level of cover up to £500,000.

However, please bear in mind the following company policy:

Content Hero and Punchy Media Ltd will not accept liability for any consequences, losses or damages that may arise from any clients or customers that fail to ensure they meet relevant copyright and trademark laws (for any material or media used) in the UK and other relevant countries.

Content Hero and Punchy Media Ltd will not be liable for any consequences, losses or damages that may arise from any clients or customers because of any failure to meet specific deadlines.

Content Hero and Punchy Media Ltd will not be liable for any consequences, losses or damages that may arise from any clients or customers that fail to ensure the accuracy or truthfulness of our writing. It is the buyer’s responsibility to check and review all content written by Content Hero prior to its publication.

Our copyright notice

Copyright protection and other relevant intellectual property rights exist on all electronic and printed text relating to Content Hero’s media, including the content of this website.

Reproduction, republication, or redistribution of any part of this website, by any means, is prohibited without the express written consent of Content Hero and Punchy Media Limited.

‘Content Hero’ is a registered trademark in the United Kingdom with the IPO (Intellectual Property Office). Trademark number: UK00003302609 under the following classification: ‘copywriting’. Trademark usage requests are denied unless requested and approved explicitly in writing.

By entering into our service you acknowledge this information.

If you have any questions please email us at info@contenthero.co.uk.