Glow Marketing — Terms of Service

"CRM" means the customer relationship management system provided and operated by Glow Marketing for the Client during the Program.

"Advertising Spend" means amounts paid by the Client directly to advertising platforms including Meta Platforms Ireland Limited and any other media platform used in the Program.

"Guarantee" means the commitment described in Section 5.

The specific scope, deliverables, and any additional services are set out in your service agreement.

Glow Marketing determines the methods, tools, platforms, and personnel used to deliver the Services. We may engage subcontractors and remain responsible for their performance under these Terms.

4.1 Advertising budget

The Client shall maintain a minimum daily advertising spend of fifty euro (€50) per day, or the equivalent in the agreed billing currency, for the full duration of the Program. Advertising Spend is paid by the Client directly to the advertising platform.

4.2 Ideal client profile

The Client is responsible for defining its ideal client profile in the onboarding form supplied by Glow Marketing, including target treatments, geographic service area, age range, and budget qualification. That definition is the basis on which campaigns are targeted and enquiries are qualified, and it governs the assessment of Qualified Clients under Section 5.

The Client is responsible for the accuracy and completeness of the information it provides. Changes to the ideal client profile after the Program Start Date require the written agreement of both parties and may affect delivery timelines.

4.3 Lead response

The Client shall respond to enquiries routed to the Client's team within the response time agreed during onboarding. Where no response time has been agreed in writing, the Client shall respond within two (2) hours during the Client's stated business hours.

4.4 CRM usage

The Client shall log in to the CRM at least once per business day, update the status of enquiries assigned to the Client's team, and record booking and treatment outcomes accurately. The CRM is the system of record for the purposes of the Guarantee.

4.5 Staffing

The Client shall maintain sufficient staff to answer enquiries, conduct consultations, and deliver treatments at the volume contemplated by the Program.

4.6 Calendar availability

The Client shall maintain adequate consultation and treatment availability in the booking system, and shall keep that availability current and accurate.

4.7 Materials

The Client shall supply all materials reasonably requested by Glow Marketing, including but not limited to photographs, video footage, treatment and pricing information, before and after imagery where lawfully usable, brand assets, and access to relevant accounts and systems. Materials shall be supplied within five (5) business days of request.

4.8 Approvals

The Client shall review and approve or reject creative, copy, landing pages, and campaign assets within three (3) business days of submission. Assets not responded to within that period are deemed approved.

4.9 Social media presence

The Client shall maintain and improve its organic social media presence, in particular Instagram, in line with the guidance provided by Glow Marketing during the Program. Paid campaigns direct traffic to profiles that prospective clients will inspect before booking, and an inactive or unmaintained profile materially reduces campaign performance.

4.10 Access

The Client shall provide and maintain Glow Marketing's administrative access to the advertising account, business manager, booking system, website, and any other system required to deliver the Services.

4.11 Regulatory compliance

The Client is solely responsible for ensuring that its treatments, claims, pricing, and clinical practices comply with all applicable laws and regulations in its jurisdiction, including advertising rules applicable to medical and aesthetic treatments. Glow Marketing does not provide legal, medical, or regulatory advice.

4.12 Exclusivity of engagement

The Client shall not engage another agency or contractor to manage paid advertising on the same platforms during the Program period without the prior written consent of Glow Marketing, as parallel campaigns interfere with delivery, attribution, and auction performance.

5.1 The commitment

Glow Marketing commits to delivering one hundred (100) Qualified Clients within ninety (90) days of the Program Start Date.

5.2 Remedy

If Glow Marketing has not delivered one hundred (100) Qualified Clients by the end of the ninety (90) day period, Glow Marketing will continue to provide the Services at no further fee until one hundred (100) Qualified Clients have been delivered.

During any such extension period, all Client obligations in Section 4 continue to apply, including the minimum daily Advertising Spend in Section 4.1.

5.3 What the Guarantee does not include

The Guarantee is a commitment of continued work. It is not a refund commitment. Subject only to the cancellation window in Section 6.3, fees paid to Glow Marketing are not refundable, in whole or in part, on the basis that the Guarantee target was not met within the initial ninety (90) day period.

Advertising Spend is expressly excluded from the Guarantee and from any remedy under it. Advertising Spend is paid by the Client directly to third-party advertising platforms. Glow Marketing does not receive, hold, invoice, or earn revenue from Advertising Spend, and cannot refund or compensate for amounts paid to those platforms.

The Guarantee relates to the delivery of Qualified Clients as defined in Section 2. It is not a guarantee of bookings, attendance, treatments performed, revenue, profit, or any other commercial outcome, all of which depend on the Client's own sales process, pricing, staffing, and service delivery.

5.4 Conditions

The Guarantee applies only where the Client has complied with all obligations in Section 4 throughout the Program period.

The Guarantee is void, and Glow Marketing is under no obligation to provide the remedy in Section 5.2, where the Client has:

• a) spent less than the minimum daily Advertising Spend set out in Section 4.1 on any more than seven (7) days during the Program period;
• b) failed to respond to enquiries within the agreed response time on a recurring basis;
• c) failed to maintain daily CRM usage as set out in Section 4.4;
• d) failed to maintain adequate consultation or treatment availability;
• e) failed to supply requested materials within the period set out in Section 4.7;
• f) failed to approve or reject creative within the period set out in Section 4.8;
• g) paused, restricted, edited, or otherwise interfered with campaigns without the prior written consent of Glow Marketing;
• h) had an advertising account, page, or business manager restricted, disabled, or banned by an advertising platform for reasons within the Client's control;
• i) materially changed its offer, pricing, treatment menu, opening hours, or service area during the Program period without the prior written agreement of Glow Marketing;
• j) engaged another agency or contractor to manage paid advertising on the same platforms during the Program period without prior written consent;
• k) failed to pay any fee due to Glow Marketing on time;
• l) closed, suspended, relocated, or sold the clinic during the Program period.

5.5 Determination

The number of Qualified Clients delivered is determined by the records in the CRM, to which the Client has access throughout the Program.

Enquiry quality is reviewed jointly by the parties on an ongoing basis during the Program, including at the regular review calls. Where the Client considers that an enquiry does not meet the criteria in Section 2, the Client raises this during that review so that targeting and qualification can be adjusted while the Program is running. Both parties agree to raise and resolve questions of enquiry quality as they arise rather than at the end of the Program period.

5.6 Claiming the Guarantee

To rely on the Guarantee, the Client shall notify Glow Marketing in writing within fourteen (14) days of the end of the ninety (90) day period. Notice shall be sent to the email address specified in Section 17.

6.1 Fees

Fees for the Program are set out in your service agreement. Fees are quoted and invoiced in the currency agreed with the Client.

6.2 Payment terms

The Program fee is payable in full in advance of the Program Start Date, or in a maximum of two (2) instalments where this has been agreed in writing. Where instalments have been agreed, the first instalment is payable before the Program Start Date and the second on the date specified in the service agreement.

6.3 Cancellation within 24 hours

The Client may cancel the Program and receive a full refund of amounts paid to Glow Marketing by giving written notice within twenty-four (24) hours of payment, provided that Glow Marketing has not yet commenced work.

Work is treated as commenced once any of the following has occurred: an onboarding call has been held, access to any of the Client's accounts or systems has been granted to Glow Marketing, the CRM or any automation has been configured, or any creative, copy, landing page, or campaign asset has been produced for the Client.

Where work has commenced within the twenty-four (24) hour period, no refund is available. Outside the twenty-four (24) hour period, no refund is available in any circumstances.

Refunds under this clause are processed within fourteen (14) days of the cancellation notice, using the original payment method.

6.4 Late payment

Where any fee is not paid on the due date, Glow Marketing may suspend the Services without notice until payment is received. Interest on overdue amounts accrues in accordance with the Swedish Interest Act (räntelagen 1975:635).

Suspension for non-payment does not extend the Program period and does not affect the conditions in Section 5.4.

6.5 Advertising Spend

Advertising Spend is separate from and additional to the Program fee. The Client pays Advertising Spend directly to the advertising platform using the Client's own payment method. Glow Marketing does not invoice, collect, or receive Advertising Spend.

6.6 Taxes

All fees are exclusive of VAT and any other applicable taxes.

For Clients established within the European Union who provide a valid VAT identification number, VAT is accounted for by the Client under the reverse charge mechanism in accordance with Article 196 of Council Directive 2006/112/EC.

For Clients established outside the European Union, the supply is outside the scope of Swedish VAT, and the Client is responsible for any tax arising in its own jurisdiction.

Where a valid VAT identification number is not provided by an EU-established Client, Swedish VAT will be charged at the applicable rate.

6.7 Third-party costs

Unless expressly stated in the service agreement, fees do not include the cost of third-party software, subscriptions, stock media licences, paid tools, or platform fees. Where Glow Marketing provides access to software as part of the Program, that access ends when the Program ends unless otherwise agreed.

7.1 Term

The Program runs for ninety (90) days from the Program Start Date, extended as required under Section 5.2.

7.2 Continuation

Continuation beyond the Program period requires a new written agreement between the parties. The Program does not automatically renew.

7.3 Termination by the Client

The Client may terminate the Program at any time on written notice. Termination by the Client does not entitle the Client to a refund of any fee paid, and terminates the Guarantee and any extension under Section 5.2.

7.4 Termination by Glow Marketing

Glow Marketing may terminate the Program on written notice where the Client:

• a) fails to pay any fee within fourteen (14) days of the due date;
• b) materially breaches any obligation in Section 4 and fails to remedy that breach within seven (7) days of written notice;
• c) is subject to insolvency, bankruptcy, liquidation, or company reconstruction proceedings;
• d) engages in conduct that Glow Marketing reasonably considers unlawful, abusive, or damaging to its reputation.

7.5 Effect of termination

On termination, Glow Marketing will cease providing the Services. Access to the CRM, landing pages, funnels, automations, and any software provided by Glow Marketing ends on termination.

The Client may request an export of its lead and client data within thirty (30) days of termination. Glow Marketing will provide that export in a commonly used machine-readable format.

Sections 8, 9, 10, 11, 12, 13, 14, and 16 survive termination.

8.1 Roles

In respect of personal data relating to the Client's leads, prospective clients, and clients, the Client is the data controller and Glow Marketing is the data processor, as those terms are defined in Regulation (EU) 2016/679 ("GDPR").

Glow Marketing processes such personal data only on the documented instructions of the Client, as set out in these Terms, the onboarding form, and the service agreement, unless required to do otherwise by law, in which case Glow Marketing will inform the Client before processing unless legally prohibited from doing so.

8.2 Subject matter and scope of processing

Subject matter: the provision of client acquisition services as described in Section 3.

Duration: the Program period, including any extension under Section 5.2, and the thirty (30) day export window in Section 7.5.

Nature and purpose: collection, storage, organisation, retrieval, use, and transmission of personal data for the purposes of advertising delivery, lead capture, automated and manual follow-up, appointment booking, attribution, and reporting.

Categories of data subject: the Client's leads, prospective clients, and clients.

Categories of personal data: name, telephone number, email address, location data, enquiry responses, communication records, appointment and booking data, and any information voluntarily submitted by the data subject through a form or message.

8.3 Special category data

The Client acknowledges that data concerning health, including information about treatments sought or received, constitutes special category personal data under Article 9 GDPR. The Client is responsible for establishing a valid lawful basis and an Article 9 condition for the processing of such data, and for ensuring that appropriate consent or other lawful basis is obtained from data subjects.

Glow Marketing configures systems and campaigns to limit the collection of health data to what is necessary and instructed. The Client shall not instruct Glow Marketing to process special category data outside the scope set out in Section 8.2.

8.4 Confidentiality of personnel

Glow Marketing ensures that persons authorised to process personal data on the Client's behalf are bound by an obligation of confidentiality, and that access is restricted to personnel who require it to deliver the Services.

8.5 Security measures

Glow Marketing implements appropriate technical and organisational measures to protect personal data against unauthorised or unlawful processing and against accidental loss, destruction, or damage, in accordance with Article 32 GDPR. These measures include access controls, credential management, encryption in transit, and restriction of access on a need-to-know basis.

Glow Marketing selects software providers that offer GDPR-compliant contractual terms, including processing agreements and, where personal data is transferred outside the European Economic Area, appropriate safeguards such as the European Commission's Standard Contractual Clauses.

No system can be guaranteed to be free from security incidents. Glow Marketing does not warrant that personal data will never be subject to unauthorised access, and the Client acknowledges that residual risk exists in any processing of personal data by electronic means.

8.6 Sub-processors

The Client gives Glow Marketing general authorisation to engage sub-processors, including software, hosting, communication, and advertising platform providers, in the delivery of the Services. A current list of sub-processors is available to the Client on request.

Glow Marketing imposes data protection obligations on each sub-processor that are no less protective than those in this Section 8, and remains liable to the Client for the performance of each sub-processor's obligations.

Glow Marketing will inform the Client of any intended change to its sub-processors, and the Client may object on reasonable data protection grounds.

8.7 Personal data breach

Glow Marketing will notify the Client without undue delay, and in any event within forty-eight (48) hours, after becoming aware of a personal data breach affecting personal data processed on the Client's behalf, and will provide the information reasonably required for the Client to meet its obligations under Articles 33 and 34 GDPR.

8.8 Assistance, audit, and records

Taking into account the nature of the processing, Glow Marketing will provide reasonable assistance to the Client in responding to data subject requests under Chapter III GDPR, and in meeting the Client's obligations under Articles 32 to 36 GDPR, including data protection impact assessments and prior consultation.

Glow Marketing will make available to the Client information reasonably necessary to demonstrate compliance with the obligations in this Section 8, and will allow for and contribute to audits conducted by the Client or an auditor mandated by the Client, on reasonable written notice and no more than once in any twelve (12) month period, save where required by a supervisory authority.

8.9 Deletion and return

On termination, Glow Marketing will provide an export of the Client's lead and client data in accordance with Section 7.5, and will thereafter delete the personal data processed on the Client's behalf, except where storage is required by Union or Member State law.

8.10 Clients outside the EEA

For Clients established in Switzerland, Serbia, or other jurisdictions outside the European Economic Area, Glow Marketing applies the standards set out in this Section 8. The Client remains responsible for compliance with the data protection law applicable in its own jurisdiction, including the Swiss Federal Act on Data Protection or the Serbian Law on Personal Data Protection as applicable.

10.1 Permission

The Client grants Glow Marketing the right to identify the Client as a client of Glow Marketing, and to reference and publish the results achieved during the engagement, in Glow Marketing's marketing materials. This includes the Client's business name and logo, anonymised or attributed performance data, campaign creative produced during the engagement, and written or recorded testimonials the Client has provided.

10.2 How to opt out

This permission does not apply where the parties have agreed otherwise in writing before the Program Start Date, or where a non-disclosure agreement covering the engagement has been signed between the parties.

The Client may withdraw this permission at any time on written notice. Withdrawal takes effect for future publication. Glow Marketing will remove the Client's identifying information from materials it controls within thirty (30) days of the notice, and is not obliged to recall or amend materials already distributed, printed, or served through third-party platforms.

10.3 What is never published

Glow Marketing will not publish personal data relating to the Client's leads, prospective clients, or clients, and will not publish images of individuals treated by the Client, in any marketing material.

11.1 Client materials

The Client retains all rights in materials it supplies, including brand assets, photography, video, and treatment information. The Client grants Glow Marketing a licence to use those materials for the purposes of delivering the Services and, subject to Section 10, for marketing purposes.

The Client warrants that it holds all necessary rights and consents in the materials it supplies, including model releases and patient consents for any imagery of individuals, and indemnifies Glow Marketing against any claim arising from the use of those materials as instructed.

11.2 Deliverables

On full payment of all fees due, the Client receives a licence to use the campaign creative, ad copy, and landing page content produced specifically for the Client in connection with its own business.

11.3 Glow Marketing property

Glow Marketing retains all rights in its methodologies, frameworks, systems, templates, automations, prompts, training materials, software configurations, and any tools or processes developed by or for Glow Marketing, whether developed before or during the engagement. Nothing in this agreement transfers those rights to the Client.

The Client shall not copy, resell, sublicense, or provide to a third party any system, template, or process supplied by Glow Marketing.

17.1 Entire agreement

These Terms, together with the service agreement and the onboarding form, constitute the entire agreement between the parties and supersede all prior discussions, proposals, and representations, whether written or oral.

17.2 Changes to these Terms

Glow Marketing may update these Terms from time to time. The version in force at the date a Client signs a service agreement governs that engagement for its duration. Updated Terms apply to engagements entered into after the update.

17.3 Assignment

The Client may not assign or transfer the agreement without the prior written consent of Glow Marketing. Glow Marketing may assign the agreement to a successor in connection with a merger, acquisition, or sale of substantially all of its assets.

17.4 Severability

If any provision of these Terms is found to be invalid or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, and the remaining provisions continue in full force.

17.5 Waiver

Failure to enforce any provision of these Terms does not constitute a waiver of that provision or of any other provision.

17.6 Notices

Notices under these Terms shall be in writing and sent by email to the addresses specified in the service agreement, or to the address below in the case of Glow Marketing. Notices are deemed received on the next business day after sending.

17.7 Independent contractors

The parties are independent contractors. Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship.

17.8 Language

These Terms are drafted in English. Where a translation is provided for convenience, the English version governs in the event of any discrepancy.