Policies

We take your privacy seriously. This page explains what data we collect, why we collect it, what we do with it, and what rights you have.

If anything is unclear, email hello@mydigitalhero.co.uk.

Who we are

My Digital Hero Consulting Ltd is a company registered in England and Wales.

• Company number: 11630214

• Registered office: 5 St Nicholas Road, Harrogate, HG2 7PX

• ICO registration number: ZA712036

We are registered with the Information Commissioner’s Office as a data controller. We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

In this policy, "we", "us" and "our" mean My Digital Hero. "You" means the person whose data we hold.

The two hats we wear

Most of the time we act as a data controller. That covers anyone visiting our website, signing up to our newsletter, enquiring about our services, or working with us as a client.

Sometimes we act as a data processor. That happens when a client asks us to handle data on their behalf, for example briefly looking after a customer database during a website migration, or managing a client’s Mailchimp account. In those cases the client is the controller and we follow their instructions.

This policy covers what we do as a controller. When we are acting as a processor on a client’s behalf, their own privacy policy applies.

What data we collect, and why

We try not to collect more than we need. Here is what we do collect and why.

If you visit our website

We collect basic technical information about your visit. Things like the pages you look at, your device type, your approximate location, your browser, and how you got to the site.

Lawful basis: legitimate interest in understanding how our site is used and how we can improve it.

We also run cookies and similar trackers. The Cookie Policy explains what those do and how to control them.

If you fill in a form on our site

We collect what you tell us. Usually your name, email address, phone number, business name, and whatever else you choose to share in the message.

Lawful basis: taking steps at your request to enter into a contract, or our legitimate interest in responding to your enquiry.

If you subscribe to our newsletter

We collect your name and email address, and we track which emails you open and which links you click so we can make the content better.

Lawful basis: consent. You can unsubscribe at any time by clicking the link at the bottom of any email.

If you become a client

We collect everything we need to do the work. Business details, billing details, brand assets, content, access to the platforms we will be managing for you. We also keep records of the work we have done, our communications, and the invoices we have raised.

Lawful basis: contract, and our legitimate interest in running our business properly.

If you work with us

If you are a team member, contractor or supplier, we hold the details we need to pay you, comply with the law, and do business together.

Lawful basis: contract and legal obligation.

Who we share your data with

We do not sell your data. We never have and we never will.

We share it with the tools and people we need to in order to do the work. That includes:

• Our hosting and platform providers, such as Duda for websites

• Our email platform, Mailchimp

• Our cloud storage and collaboration tools, primarily Google Workspace

• Our payment and accounting tools, including GoCardless and QuickBooks

• Our team and trusted contractors

• Our accountant and other professional advisors

• Any regulator or authority where we are legally required to disclose

If we ever needed to share your data with anyone outside this list, we would ask you first.

Sending data outside the UK

Some of the tools we use are based outside the UK. Mailchimp and Google are based in the United States, for example.

Where we transfer data overseas, we make sure it is covered by the safeguards required under UK GDPR. That usually means an adequacy decision, standard contractual clauses, or an equivalent mechanism.

How long we keep your data

We keep it for as long as we need it and no longer.

• Enquiries that do not turn into clients: up to two years, in case you come back to us.

• Active clients: for the life of our relationship, plus six years after it ends. HMRC, our insurers and our regulators may need to see the records.

• Newsletter subscribers: until you unsubscribe, then we remove your details from the active list.

• Website analytics: retention follows the settings in each tool, typically between two and 26 months.

• Customer data handled on a client’s behalf: only for as long as needed to complete the task, then deleted from our systems. The master copy stays on the client’s platform.

Your rights

Under UK GDPR you have the right to:

• Ask what data we hold about you

• Ask us to correct anything that is wrong

• Ask us to delete your data, where we are not legally required to keep it

• Ask us to restrict how we use it

• Ask for a copy in a portable format

• Object to us using it on legitimate interest grounds

• Withdraw consent at any time, where consent is the lawful basis

To exercise any of these, email hello@mydigitalhero.co.uk. We will respond within one month.

Complaining to the regulator

If you think we have handled your data badly, we would love the chance to fix it first. Email simon@mydigitalhero.co.uk.

If we cannot resolve it, you have the right to complain to the Information Commissioner’s Office.

• ICO website: ico.org.uk

• ICO helpline: 0303 123 1113

Changes to this policy

We review this policy regularly. If anything changes materially, we will let active clients know directly. The date at the top of the page tells you when it was last reviewed.

Cookies are small text files that websites put on your device. They do useful things like remembering you are logged in, and slightly less useful things like helping us count visitors. This page explains what we use and how to turn things off if you would rather.

Your choices first

When you arrive on our site, you will see a banner asking whether you are happy with cookies. You can accept all, reject all, or pick the ones you are fine with.

You can change your mind at any time by clicking "Cookie Settings" in the footer.

You can also block or delete cookies through your browser. Each browser handles this slightly differently. A quick search for "manage cookies in [your browser]" will turn up clear instructions.

The cookies we run

We group cookies into four buckets.

Strictly necessary

These make the site work. They handle things like form submissions, security, and remembering your cookie preferences. You cannot turn these off without breaking the site.

Analytics

These help us understand what is working and what is not.

Google Analytics

Tracks pages viewed, time on site, traffic sources, and rough geographic location. Run by Google. Data is held for 14 months by default. More info at policies.google.com/privacy.

Microsoft Clarity

Records anonymised heatmaps and session recordings so we can see where people get stuck. Run by Microsoft. Data is held for around 13 months. More info at privacy.microsoft.com.

Marketing and advertising

These help us reach the right people and measure whether our advertising is working.

Meta Pixel

Lets us run advertising on Facebook and Instagram, and measures whether it worked. Run by Meta. More info at facebook.com/privacy/policy.

Google Ads

Measures conversions from Google advertising and lets us show ads to people who have visited the site. Run by Google.

LinkedIn Insight Tag

If and when we add it, this measures conversions from LinkedIn advertising and helps us reach professional audiences. Run by LinkedIn. More info at linkedin.com/legal/privacy-policy.

Functional and embedded

These power features on the site.

Typeform

Handles forms on the site. If you submit a form, Typeform processes the data and passes it to us. More info at typeform.com/help/a/privacy-policy.

YouTube

Occasionally we embed videos from YouTube. YouTube sets its own cookies when you watch one. We use the privacy-enhanced embed where available.

Live chat (planned)

We are planning to add a live chat tool. When we do, we will update this page with the details before it goes live.

Third-party cookies

Some cookies are set by us. Others are set by the services we use, such as Google and Meta. When a third party sets a cookie, their privacy and cookie policies apply alongside ours. We have linked to them above.

Changes to this policy

We update this page whenever we add or remove a tracker. The date at the top tells you when it was last reviewed.

These terms apply to anyone using mydigitalhero.co.uk. By using the site, you are agreeing to them. If you are not happy with them, please do not use the site.

These terms are separate from any service agreement you have with us as a client. Your service agreement takes precedence on anything to do with the work we do for you.

Who runs this site

This site is run by My Digital Hero Consulting Ltd, company number 11630214, registered office 5 St Nicholas Road, Harrogate, HG2 7PX. You can reach us at hello@mydigitalhero.co.uk.

Using the site

You can use this site for personal and business research, getting in touch with us, and learning about what we do.

You may not use it to:

• Break any law

• Send spam, viruses or anything malicious

• Try to gain unauthorised access to any part of the site or its underlying systems

• Scrape or copy the site at scale

• Pretend to be someone else

• Cause harm or distress to anyone

• Interfere with how the site works for other people

We reserve the right to block anyone we believe is misusing the site.

Our content

Everything on this site (text, images, graphics, video, code, logos) belongs to us or is used with permission. You cannot copy, reuse or republish it without our written agreement.

You can share links to our pages on social media or in emails. We would love that. You can quote short passages with a credit and a link back. That is fine too.

You cannot pass our content off as your own, use it to train AI models commercially, or repurpose it for a competing service.

Your content

If you send us a message, complete a form, or post a comment, you are confirming that what you send is yours to send and does not break any law or anyone else’s rights. We may use enquiry content to respond to you and to improve our service.

Accuracy

We work hard to keep the site accurate and up to date. We cannot promise everything will always be perfect.

Anything we publish (blog articles, guides, case studies, comparisons) is general information, not advice tailored to your specific situation. If you need advice for your specific circumstances, talk to us or another suitably qualified professional.

Availability

We aim to keep the site up and running. We cannot guarantee it will always be available. Things break occasionally. We are not responsible for downtime, technical hiccups, or the consequences of either.

Links to other websites

We link to other sites from time to time. We do not control those sites and we are not responsible for their content, their data practices, or anything you do on them. Visiting them is at your own risk.

Limitation of liability

We try to be helpful and useful through this site. If you suffer loss or damage from using it (or not being able to use it), we are not liable to you for:

• Loss of business, revenue or profit

• Loss of data

• Loss of goodwill or reputation

• Any indirect or consequential losses

Nothing in these terms excludes our liability for fraud, for death or personal injury caused by our negligence, or for anything else that the law says cannot be excluded.

Changes to these terms

We may update these terms occasionally. The date at the top shows when they were last changed. By continuing to use the site after a change, you are accepting the new version.

Governing law

These terms are governed by the laws of England and Wales. Any disputes will be heard in the courts of England and Wales.

We like to keep things simple and honest. This page explains how Hero Plus works, what is included, and what we ask of you in return.

It sits alongside your Hero Plus Service Agreement, which covers the formal legal terms. Where this policy and the Service Agreement differ, the Service Agreement wins.

If anything here is unclear, just ask. We would rather have the conversation upfront than leave anything open to interpretation.

What is included in Hero Plus

Hero Plus is our all-in-one marketing subscription. One monthly fee. One joined-up strategy. No juggling agencies, freelancers or half-finished campaigns.

Here is everything included as standard.

Your website

We build you a bespoke, responsive website from scratch. No templates. Designed to look great, load fast and convert visitors into enquiries. Your site is built with SEO at its core from day one.

Your website includes up to 15,000 words of SEO-optimised copy written by our team. For most businesses this covers everything you need. If your site needs more, we will let you know and agree any additional copy cost with you upfront. In some cases, depending on the project, we may choose to include it at no extra charge.

Content marketing

Up to eight long-form blog articles per calendar month, each a minimum of 800 words. Written to rank, written to be read, and always aligned with your broader SEO strategy.

Search engine optimisation

Ongoing SEO including keyword research, on-page optimisation, technical improvements and performance monitoring. We do not set and forget. SEO is built into everything we produce.

Google Ads and Meta Ads management

We set up, write and manage your paid advertising campaigns across Google and Meta. This includes campaign structure, ad copy, audience targeting and ongoing optimisation. Your ad spend is paid directly by you into your own accounts. We manage the strategy and the results.

Conversion rate optimisation

We analyse how people use your website and make ongoing improvements to turn more visitors into leads. More traffic is only half the job.

Email marketing and lead nurturing

Support and guidance for your email marketing activity, including automation planning and campaign strategy. We help you stay in front of the right people at the right time.

Graphic design support

Up to five hours of graphic design per calendar month for marketing assets including social graphics, ad creatives, email headers and branded collateral. Hours do not roll over. If you regularly need more than five hours, we will talk to you about what that looks like and quote accordingly.

What we do not promise

We are confident in what we do. We are not magicians.

We do not guarantee specific rankings, traffic levels, conversion rates, revenue figures, or any other commercial outcome. Search engines, ad platforms and customer behaviour change constantly, and a lot of what affects your results sits outside our control.

What we do promise is to apply our experience, follow current best practice, and work hard for you every month.

Copy revisions

All written content we produce includes one round of revisions. We ask that all feedback is consolidated into a single, clear set of comments rather than drip-fed across multiple messages.

Additional revision rounds beyond the first are available and will be quoted separately.

Content approval

When we send work over for your review, we ask for a response within three working days. If we do not hear back within that window, the work is considered approved and we will proceed to the next stage.

We move fast to keep your campaigns on schedule. A quick turnaround on approvals helps everyone.

Third-party platform costs

Any tools, platforms or services used as part of your marketing activity must be paid for using your own payment method. This includes but is not limited to:

• Google Ads spend

• Meta Ads spend

• Mailchimp or other email platforms

• Any other software or subscription used in your strategy

We manage these platforms on your behalf. We do not hold your funds, process payments on your behalf, or take responsibility for charges made directly by third-party platforms.

This protects you as much as it protects us. Your accounts, your data, your billing.

Price reviews

We review our pricing at the start of each renewal term. If we intend to increase your Monthly Service Fee, we will give you at least 60 days written notice before the new term begins.

Increases may reflect rises in the cost of delivering services, inflation, or improvements to what is included. We will always be transparent about the reason.

If you do not wish to continue at the revised rate, you may give two months written notice before the renewal term starts. If no notice is given, the revised fee is accepted.

We will never increase your fees mid-term.

Who does the work

We work with a trusted network of specialist contractors to deliver your Hero Plus service. This includes writers, designers, web builders, ads managers and other skilled professionals.

We reserve the right to choose which contractors we work with and to change them at any time. What does not change is the standard of work and the strategy behind it. You have a relationship with My Digital Hero. We take full responsibility for everything delivered under your agreement.

We will never share your business information with a contractor beyond what is necessary for them to do their job.

Who owns what

When we hand over completed deliverables (your website content, your blog articles, your ad copy, your graphics) those are yours to use as part of your business.

What stays with us is the underlying stuff that makes our service possible. Our processes, our tooling, our templates, our codebases, our reusable assets, and our know-how. None of that transfers to you, even after you have paid for the work.

If a deliverable contains anything we have licensed from a third party, such as a stock image or a font, the terms of the original licence apply.

Content you give us

If you send us text, images, video, brand assets or anything else for us to use in your marketing, you are confirming that:

• It is yours to share, or you have permission to share it

• We will not be breaking anyone else’s rights by publishing it

• It does not break any law or advertising standard

If a third party comes after us because something you sent us was off, you agree to cover any reasonable costs we incur defending it. We would much rather not be in that situation. Neither would you. Tell us if you are unsure and we will figure it out together.

Confidentiality

What you tell us about your business stays between us. We treat your strategy, your numbers, your customer data and anything else you share as confidential, and we use it only to do the work we have been hired to do.

We expect the same from you in return. The way we work, our pricing logic, our internal processes and any documents we share that are not already public should stay between us.

This applies during our relationship and afterwards.

How we like to communicate

Important matters such as strategy changes, contract questions, invoicing or anything that needs a record should be sent by email to hello@mydigitalhero.co.uk.

Day-to-day questions and updates can come via email, WhatsApp or phone call, whichever works best for you.

We aim to respond to all messages within one working day. We are a small, people-first team. If something is genuinely urgent, say so and we will treat it that way.

Video meetings

We generally record our video meetings so that we have an accurate record of what was discussed and agreed. If a meeting is being recorded, you will be told at the start.

A transcript or summary of any recorded meeting will be made available to you at the time of recording or shortly after. You are welcome to request that a meeting is not recorded and we will always respect that.

How we handle data

We take data seriously and try to handle as little of your customers’ personal data as possible.

Where your Hero Plus service involves capturing sales leads through website forms, that data may be stored in a secure, access-controlled Google Sheet and passed into your Mailchimp account. This data may include names, email addresses, phone numbers and other contact details submitted voluntarily by your customers.

In some cases we may briefly handle a copy of your customer database, for example during a migration or to set up an automation.

Where we do, we keep our copy for the shortest time necessary and delete it from our systems once it is no longer needed. The master copy stays on your platforms, such as your own Mailchimp account, under your control.

When we are handling your customers’ data on your behalf, you are the data controller and we are the data processor. We follow your reasonable instructions and the requirements of UK GDPR.

Access to data is restricted to the right people on your team and ours.

We will never share your customer data with any third party without your explicit consent. We do not use it for our own marketing. We do not sell it. We do not misuse it.

Both parties are responsible for ensuring their use of personal data complies with UK GDPR and the Data Protection Act 2018.

Our full Privacy Policy is available on a separate page.

Getting started: what we need from you

To get your Hero Plus service underway, we will need a few things from you at the start. The sooner we have these, the sooner we can get moving.

• Your logo in a high-resolution format (ideally SVG or PNG)

• Brand guidelines if you have them, including colours, fonts and any usage rules

• Photography if you have professional images of your team, premises or products. If not, do not worry. We can advise on options.

• Access to any existing website, advertising accounts or marketing platforms

• A brief covering your business, your customers and what you want to achieve

We will guide you through all of this at onboarding. Nothing here should feel daunting. If you do not have something on the list, just tell us and we will work around it.

Suspending the service

We may temporarily suspend your service if:

• An invoice goes 14 days or more past due and you have not responded to chasers

• We have a reasonable belief that the work we are being asked to do breaks the law or our Acceptable Use Policy

• Continuing to work would put our team at risk

We will always try to talk to you before we suspend anything.

Ending the agreement

Either of us can end the agreement in line with the notice and renewal terms in your Hero Plus Service Agreement.

We may end the agreement immediately if you:

• Do not pay an invoice within 30 days of its due date

• Materially breach any of these policies and do not put it right within a reasonable time after we have asked

• Behave abusively towards our team

• Become insolvent or unable to pay your debts as they fall due

• Use our services for anything illegal

We may also end the agreement on 60 days written notice if continuing it would damage our reputation or wellbeing as a business.

Things outside our control

Neither of us is responsible to the other for delays or failures caused by things that are genuinely outside our control. That includes natural disasters, war, terrorism, civil unrest, pandemics, government action, internet outages, third-party platform outages (such as Google, Meta or our hosting provider), strikes, and any other event of similar scale.

If something like that happens, we will talk to you about how to keep things moving and what is realistic.

Website hosting after your subscription

If your Hero Plus subscription ends and you have followed the correct cancellation process as set out in your agreement, you have the option to keep your website live on our hosting platform.

Website-only hosting is £120 per month, collected by Direct Debit in the same way as your subscription.

You will receive a written confirmation from us at the point of transition confirming exactly what you are keeping. This will include your website, your blog content and the copy and design assets we have produced for you during your time as a client. We will always be clear and fair about this.

What remains with My Digital Hero is the platform infrastructure, the tooling we use to build and manage sites, and anything that forms part of our own systems.

If you choose not to continue with hosting, your website will be taken offline. We will give you reasonable notice before this happens.

Our liability to you

We work in good faith to give you a great service. Things sometimes go wrong, and the law lets us limit what they cost us. Here is

where we land.

Our total liability to you in any 12-month period (for breach of contract, negligence, misrepresentation or anything else) is capped at the total fees you have paid us in the 12 months before the issue arose.

We are not liable to you for:

• Loss of profits, revenue or anticipated savings

• Loss of business, contracts or opportunities

• Loss of data or content (please keep your own backups of anything critical)

• Loss of goodwill or reputation

• Any indirect or consequential losses

Nothing in this policy excludes our liability for fraud, for death or personal injury caused by our negligence, or for anything else that the law says cannot be excluded.

Complaints

If something is not right, we want to know. We would always rather fix a problem than lose a good relationship.

Please contact Simon directly at simon@mydigitalhero.co.uk and explain what has happened. We will acknowledge your message within one working day and do our best to resolve things quickly and fairly.

Our full Complaints Procedure is on a separate page.

Cookies

Our Cookie Policy is on a separate page. Please refer to that for full details on how we use cookies.

Questions

If you have a question about any of these policies, we are always happy to talk it through.

• Email: hello@mydigitalhero.co.uk

• Website: mydigitalhero.co.uk

These terms apply to bespoke software, app development and other custom build projects we deliver. They are separate from Hero Plus, which is a marketing subscription.

They sit alongside your Project Agreement or Statement of Work, which covers the specific deliverables, timeline and price for your project. Where this policy and the Project Agreement differ, the Project Agreement wins.

Quotes and proposals

A quote or proposal we send you is valid for 30 days unless we say otherwise.

A quote becomes a binding agreement when you accept it in writing (email is fine) and we receive the agreed deposit.

Until both of those happen, we are not committed to the work and you are not committed to paying for it.

Scope of work

Each project starts with a written scope. It might be a proposal, a statement of work, or an exchange of emails confirming what we are building. Either way, we both need to agree it before work starts.

The scope covers what we are delivering, what we are not, the agreed price, and the rough timeline.

Change requests

Software projects evolve. We get that.

If you want to change or add to the scope mid-project, send us a written change request. We will come back to you with the impact on price and timeline. Once we have both agreed in writing, the change becomes part of the scope.

We will not start work on a change until it is agreed. That protects both of us.

Milestones and payment

Most projects are delivered in stages. Payment usually breaks down as:

• A deposit before work begins, typically 30 percent

• Milestone payments through the project

• A final payment on completion

The specific schedule is set out in your Project Agreement.

Invoices are due within 14 days unless we have agreed something different in writing.

If a payment is late, we may pause work until it is caught up. We will always try to talk to you first.

Timelines

Timelines we share with you are our best estimate. They depend on you getting us what we need on time (content, feedback, access, decisions) and on third-party tools and platforms behaving themselves.

We will keep you posted on progress. If anything slips, we will tell you why and what we are doing about it.

Acceptance

When we deliver a milestone, we will give you a window (usually 10 working days) to review it. Tell us in writing if there is anything you want changed.

If we do not hear from you within the review window, the milestone is treated as accepted and we move on.

We will fix any genuine bugs or defects in what we have delivered, free of charge, up to acceptance. After acceptance, fixes are covered by the warranty below.

Warranty

We warrant that the work we deliver will be free from material defects for 30 days after acceptance.

During that period, we will fix anything that does not work the way the scope says it should, free of charge.

After the warranty period, fixes and changes are charged at our standard rates unless we have agreed an ongoing maintenance arrangement.

Maintenance and support

Custom software needs looking after. Servers, dependencies, security patches, platform changes, all of that.

Ongoing maintenance and support are not included as standard. We will talk to you about your needs before launch and offer an arrangement that fits.

Who owns the code

When you have paid the agreed fee in full, you own the bespoke code we have written specifically for your project. We will transfer it to you on request.

What stays with us is anything that is not bespoke to you. Our reusable libraries, frameworks, tooling, internal templates and the general know-how we bring to every project. We continue to use these on other work.

Any third-party code, libraries or services used in your project are subject to their own licences. We will tell you which ones apply.

Hosting and infrastructure

If your project lives on infrastructure we provide (such as a managed server or cloud setup), the cost is set out in your Project Agreement. If it lives on infrastructure you control, you are responsible for it.

We can help you migrate it later if you want to.

Your content and access

For us to build what you have asked for, you will usually need to give us:

• Access to relevant accounts, servers and tools

• Content, data or assets we need to integrate

• Decisions when we ask for them

• Feedback during reviews

If we are held up because we are waiting for something from you, the timeline slips. We will not charge you for the wait, but we cannot move work forward without what we need.

Confidentiality

We treat your business, your project, your data and anything else you share as confidential. We use it only to do the work.

We expect the same from you in return. Our codebases, our internal processes, our prices, our methodologies and anything else we share that is not already public should stay between us.

This applies during the project and afterwards.

Data protection

If your project involves us handling personal data on your behalf, we will agree a data processing addendum that sets out who is responsible for what. We act as your data processor in those cases.

Our full Privacy Policy is on a separate page.

Our liability to you

We work hard. Software is complex. Things occasionally go wrong, and the law lets us limit what they cost us.

Our total liability to you on any project (for breach of contract, negligence, misrepresentation or anything else) is capped at the total fees you have paid us for that project.

We are not liable to you for:

• Loss of profits, revenue or anticipated savings

• Loss of business, contracts or opportunities

• Loss of data or content (you must keep your own backups of anything critical)

• Loss of goodwill or reputation

• Any indirect or consequential losses

Nothing in this policy excludes our liability for fraud, for death or personal injury caused by our negligence, or for anything else that the law says cannot be excluded.

Things outside our control

If something like that happens, we will talk to you about how to keep things moving and what is realistic.

Termination

Either of us can end a project on written notice if:

• The other party materially breaches these terms and does not fix it within 30 days of being asked

• The other party becomes insolvent or unable to pay its debts

If you end a project early for any other reason, you are responsible for paying for the work done up to the point of termination, plus any costs we cannot reasonably cancel (such as licences or third-party services we have already paid for).

If we end a project early other than for the reasons above, we will refund any unused deposit.

Governing law

These terms are governed by the laws of England and Wales. Any disputes will be heard in the courts of England and Wales.

We work with people we like, on things we believe in. This page sets out a few things we will not work on, and what we expect from each other while we work together.

What we will not work on

We will not take on work that promotes or supports:

• Anything illegal under UK law

• Gambling and betting

• Adult or sexually explicit content

• Weapons, firearms or ammunition

• Tobacco or vaping products

• Predatory lending, high-interest payday loans, or debt schemes that target vulnerable people

• Anti-vaccine or anti-science campaigning

• Cryptocurrency token sales, pump-and-dump schemes, or get-rich-quick schemes of any flavour

• Multi-level marketing recruitment

• Hate speech, discrimination, or content that targets people for who they are

• Anything that misleads consumers or breaches advertising standards

This list is not exhaustive. We reserve the right to decline work on ethical grounds and we will always be honest about why.

What we expect from you

While we are working together, we ask that you:

• Tell us the truth about your business, your customers and your products

• Do not ask us to publish anything misleading, false or unfair

• Do not ask us to break the law on your behalf, including data protection law, ad platform rules, copyright or competition law

• Treat our team with respect

What we expect from ourselves

While we are working with you, we will:

• Tell you the truth about what is working and what is not

• Apply current best practice, including platform rules and Advertising Standards Authority guidelines

• Speak up if we think you are about to make a mistake

• Treat you and your business with respect

If something goes wrong

If you ask us to do something we will not do, we will explain why and try to find another way to help you.

If we discover something we should have spotted earlier (for example, a product claim that does not stack up), we will pause the relevant work and talk to you about it. We cannot carry on if doing so would put us, you, or our other clients at risk.

Reservation of right

We reserve the right to decline or stop work on anything that breaks this policy. Where that happens mid-project, we will talk to you about a fair way to wind things down.

Things go wrong sometimes. When they do, we want to hear about it. We would much rather have the conversation and fix it than have you walk away unhappy.

How to raise a complaint

Email Simon directly at simon@mydigitalhero.co.uk.

Tell us what has happened, when it happened, who was involved if relevant, and what you would like us to do about it. The more detail you can give us, the easier it is to put right.

If you would rather not email, you can phone us and we will take the details over the phone, then confirm them back to you in writing.

What happens next

We will acknowledge your complaint within one working day.

We will look into it properly. That might mean reviewing files, talking to the team, and checking against the agreement and policies. We will be honest about what we find.

We will come back to you within 10 working days with a response. If it is going to take longer than that (some things genuinely do) we will tell you why and when to expect a full reply.

Where we have got something wrong, we will say so, fix it, and explain how we will stop it happening again.

If you are not happy with our response

If you do not think we have handled your complaint well, ask for it to be reviewed by Simon directly. If Simon is already involved, we will find an independent way to look at it.

Depending on what the complaint is about, you may also have a right to take it elsewhere:

• For data protection issues, you can complain to the Information Commissioner’s Office at ico.org.uk

• For advertising standards issues, you can complain to the Advertising Standards Authority at asa.org.uk

• For contractual disputes, you may have the right to seek mediation or take legal action

We hope it never gets that far. In most cases, a quick conversation sorts things out.

Our promise

We take every complaint seriously. We treat it as a chance to do better. We will not penalise you in any way for raising one.

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