Terms & Conditions

Last updated: 20/06/2026

Welcome to The Lobby.

These Terms & Conditions explain how you may use our website and how we provide our services. By using this website, submitting an enquiry, booking a call, applying for a role or working with us, you agree to these Terms.

If you do not agree with these Terms, please do not use our website or services.

1. About Us

This website is operated by The Lobby.

The Lobby is a hospitality growth agency helping hotels, restaurants, bars, cafés, venues and experience-led hospitality brands grow through content, social media, paid advertising, retention marketing and related services.

2. Definitions

In these Terms:

“The Lobby”, “we”, “us” or “our” means the business operating this website and providing the services.

“You”, “your” or “client” means the person, business or organisation using our website, submitting an enquiry, applying for a role or purchasing services from us.

“Website” means this website and any pages, content, forms or features hosted on it.

“Services” means any marketing, strategy, content creation, social media management, advertising, email/SMS marketing, consultancy, creative, design, campaign or related services provided by The Lobby.

“Proposal” means any written scope, quote, proposal, agreement, statement of work or order document agreed between you and The Lobby.

3. Use of Our Website

You may use our website for lawful purposes only.

You agree not to:

• Use the website in any way that breaches applicable laws or regulations

• Attempt to gain unauthorised access to the website, server or related systems

• Copy, reproduce or exploit our website content without permission

• Submit false, misleading or harmful information through our forms

• Use the website in a way that could damage, disable or impair its functionality

• Upload or transmit viruses, malicious code or harmful material

We may suspend, restrict or block access to the website if we believe these Terms have been breached.

4. Website Content

The content on this website is provided for general information and marketing purposes only.

Although we aim to keep information accurate and up to date, we do not guarantee that all website content is complete, accurate or current at all times.

We may update, change or remove website content at any time without notice.

Nothing on this website should be treated as legal, financial, accounting or professional advice. You should seek appropriate professional advice where needed.

5. Our Services

The Lobby provides hospitality marketing and growth services, which may include:

• Brand positioning

• Marketing strategy

• Content strategy

• Social media management

• Photography and videography

• Short-form video content

• Paid advertising

• Email marketing

• SMS marketing

• Campaign planning

• Event promotion

• Customer retention systems

• Reporting and consultancy

• Website or landing page support

• Related creative and digital marketing services

The specific services we provide to you will be set out in a Proposal, agreement, invoice, email confirmation or statement of work.

If there is any conflict between these Terms and a signed client agreement or Proposal, the signed agreement or Proposal will take priority for that specific engagement.

6. Enquiries, Calls and Applications

Submitting an enquiry, booking a call or applying to work with The Lobby does not create a client relationship or guarantee that we will work with you.

We reserve the right to accept or decline any enquiry, application, project or client at our discretion.

Any information you submit through our website must be accurate, complete and not misleading.

7. Proposals and Scope of Work

Before paid work begins, we will usually provide a Proposal or written scope outlining:

• The services to be provided

• Deliverables

• Fees

• Payment terms

• Timelines

• Responsibilities

• Any exclusions or assumptions

You are responsible for reviewing the Proposal carefully before approving it.

Any work outside the agreed scope may be charged separately.

Examples of out-of-scope work may include:

• Additional content shoots

• Extra edits or revisions

• Additional ad campaigns

• Extra meetings

• Additional reporting

• Urgent turnaround requests

• New services not included in the original scope

• Significant changes to agreed strategy or deliverables

8. Client Responsibilities

To deliver our services effectively, we may need information, access, approvals or materials from you.

You agree to provide, where relevant:

• Brand assets

• Login access

• Website access

• Social media access

• Advertising account access

• Booking platform access

• Customer data, where legally permitted

• Images, videos, menus or venue information

• Campaign information

• Event details

• Timely feedback and approvals

You are responsible for ensuring that any materials, information or access you provide to us are accurate, lawful and that you have the right to share them with us.

We are not responsible for delays, missed deadlines or reduced performance caused by late feedback, missing information, lack of access or delayed approvals from you.

9. Fees and Payment

Our fees will be set out in the relevant Proposal, invoice or agreement.

Unless otherwise agreed in writing:

• Fees are payable in advance

• Retainers are payable monthly

• One-off projects may require a deposit before work begins

• Invoices must be paid by the due date stated on the invoice

• Late payments may delay or pause delivery of services

We reserve the right to suspend work, pause campaigns, withhold deliverables or terminate services if invoices remain unpaid.

You are responsible for any third-party costs associated with your project, unless otherwise agreed. These may include:

• Advertising spend

• Software subscriptions

• Stock assets

• Fonts or licences

• Booking tools

• Email/SMS platform fees

• Website hosting

• Domain names

• Travel expenses

• Venue costs

• Freelancer or production costs approved by you

10. Advertising Spend

Where we manage or support paid advertising campaigns, advertising spend is separate from our management fees unless clearly stated otherwise.

You are responsible for funding ad spend directly through the relevant platform or reimbursing us where agreed.

We do not guarantee specific advertising results, including bookings, enquiries, revenue, return on ad spend, follower growth, reach or engagement.

Performance can be affected by many factors outside our control, including market conditions, seasonality, offer strength, budget, creative quality, platform changes, audience behaviour, competition, website performance and client operations.

11. No Guaranteed Results

We work to provide high-quality strategy, creative and marketing support.

However, we do not guarantee specific results.

This includes, but is not limited to:

• Increased bookings

• Increased revenue

• Increased footfall

• Increased event attendance

• Increased enquiries

• Increased followers

• Increased engagement

• Specific advertising performance

• Specific search rankings

• Specific email or SMS results

Any examples, estimates, case studies or performance discussions are for illustration only and should not be treated as guarantees.

12. Timelines and Delivery

We will make reasonable efforts to deliver work within agreed timelines.

However, timelines may be affected by:

• Delayed feedback

• Missing assets

• Lack of access

• Changes in scope

• Illness

• Weather

• Venue availability

• Client delays

• Third-party delays

• Platform issues

• Technical problems

• Force majeure events

Where delays occur, we will communicate with you and agree appropriate next steps.

13. Revisions and Approvals

Any included revisions will be set out in your Proposal or agreement.

If no revision terms are stated, reasonable revisions may be provided at our discretion.

Additional revisions, major changes in direction, or changes requested after approval may be charged separately.

Once work has been approved by you, we are not responsible for errors, omissions or changes requested later unless otherwise agreed.

You are responsible for checking all content before publication where approval is required.

14. Content Creation, Shoots and Production

Where we provide content creation, photography, videography or shoot support, the agreed deliverables will be set out in the Proposal.

You are responsible for ensuring:

• Venue access is available

• Required staff are informed

• Products, food, drinks or rooms are prepared

• Necessary permissions are obtained

• Any people appearing in content have given appropriate consent where required

• The venue is ready for the shoot

Cancelled, delayed or rescheduled shoots may incur additional fees, especially where travel, freelancers, production costs or booked time are involved.

15. Intellectual Property

Unless otherwise agreed in writing, all pre-existing intellectual property remains owned by the party that created it.

This includes:

• Our brand assets

• Your brand assets

• Our templates

• Our frameworks

• Our processes

• Your logos

• Your photography

• Your existing content

• Our strategy documents and internal systems

Once all agreed fees have been paid, you will usually receive a licence to use final approved deliverables created specifically for you for your own business marketing purposes.

We retain ownership of:

• Internal methods

• Strategy frameworks

• Processes

• Templates

• Systems

• Concepts not selected or paid for

• Draft work

• Working files, unless otherwise agreed

• General knowledge, skills and ideas used in our work

You may not resell, redistribute, claim ownership of, copy or repurpose our templates, systems or frameworks without permission.

16. Portfolio Use

Unless agreed otherwise in writing, you allow The Lobby to reference your business name, logo, project, results, content and deliverables in our portfolio, website, case studies, proposals, social media and marketing materials.

We will not knowingly disclose confidential or commercially sensitive information without permission.

If you require a project to remain confidential, this must be agreed in writing before work begins.

17. Third-Party Platforms and Tools

Our services may involve third-party platforms, including but not limited to:

• Instagram

• Facebook

• TikTok

• Google

• Meta Ads

• Google Ads

• Email marketing platforms

• SMS platforms

• Booking systems

• Analytics tools

• Website platforms

• Scheduling tools

• Creative tools

We are not responsible for outages, errors, account restrictions, policy changes, algorithm changes, data loss, rejected ads, platform downtime or other issues caused by third-party services.

You are responsible for complying with the terms and policies of any third-party platforms used in connection with your business.

18. Confidentiality

Both parties agree to keep confidential information private and not disclose it to third parties unless required to deliver the services, required by law or agreed in writing.

Confidential information may include:

• Business plans

• Marketing strategies

• Customer data

• Financial information

• Login details

• Campaign performance

• Internal documents

• Pricing

• Commercial discussions

This obligation does not apply to information that is already public, independently developed, lawfully obtained from another source or required to be disclosed by law.

19. Data Protection

Where we process personal data, we will do so in accordance with applicable data protection laws.

You are responsible for ensuring that any personal data you provide to us has been collected and shared lawfully.

If we process personal data on your behalf as part of our services, additional data processing terms may be required.

For more information about how we collect and use personal data through this website, please see our Privacy Policy.

20. Cookies

Our website may use cookies or similar technologies.

For more information about the cookies we use and how users can manage their preferences, please see our Cookie Policy.

21. Careers and Recruitment

If you apply for a role through our website, you agree that the information you provide is accurate and not misleading.

Submitting an application does not guarantee an interview, offer of work or employment.

We may keep your application details for recruitment purposes in accordance with our Privacy Policy.

Any freelance, contractor or employment relationship will be subject to separate written terms.

22. Links to Other Websites

Our website may contain links to third-party websites.

These links are provided for convenience only.

We are not responsible for the content, accuracy, security, availability or policies of third-party websites.

Using third-party websites is at your own risk.

23. Limitation of Liability

Nothing in these Terms limits or excludes liability where it would be unlawful to do so.

To the fullest extent permitted by law, The Lobby will not be liable for:

• Loss of profits

• Loss of revenue

• Loss of business

• Loss of goodwill

• Loss of opportunity

• Loss of data

• Indirect or consequential losses

• Platform outages

• Third-party service issues

• Client-side implementation issues

• Results affected by factors outside our control

Our total liability for any claim relating to our website or services will not exceed the amount paid by you to us for the relevant services in the three months before the claim arose, unless otherwise required by law.

24. Indemnity

You agree to indemnify and hold The Lobby harmless from any claims, losses, damages, costs or expenses arising from:

• Your breach of these Terms

• Your misuse of our website or services

• Materials or information you provide to us

• Your breach of third-party rights

• Your breach of law or regulation

• Claims relating to your products, services, venue, customers or operations

25. Cancellation and Termination

Cancellation terms for paid services will be set out in your Proposal or agreement.

Unless otherwise agreed in writing:

• Monthly retainers require at least 30 days’ written notice to cancel

• Project deposits are non-refundable once work has begun

• Work completed up to the termination date remains payable

• Any approved third-party costs remain payable

• We may terminate services if payment is overdue, access is withdrawn, communication breaks down or these Terms are breached

Upon termination, any unpaid invoices become due immediately.

We may remove access to shared files, systems or deliverables where payment remains outstanding.

26. Force Majeure

We will not be liable for delays or failure to perform caused by events outside our reasonable control.

This may include:

• Illness

• Accidents

• Fire

• Flood

• Severe weather

• Travel disruption

• Internet outages

• Platform outages

• Strikes

• Government restrictions

• War

• Civil unrest

• Pandemics

• Supplier failures

• Other events beyond our control

27. Changes to These Terms

We may update these Terms from time to time.

The updated version will be posted on this page with a new “Last updated” date.

By continuing to use the website after changes are posted, you accept the updated Terms.

28. Governing Law

These Terms are governed by the laws of England and Wales.

Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable law requires otherwise.

29. Contact Us

If you have any questions about these Terms, please contact us:

Email: [Insert email address]
Business name: The Lobby
Address: [Insert business address]