Terms of Service

This website is operated by Sylora (“Sylora”, “we”, “us”), an email marketing agency with a registered address at Kneza Miloša 50, Svilajnac, Serbia. You can reach us at stevans93@gmail.com.

Sections 2 and 15 to 16 apply to everyone who uses this website. The remaining sections apply to clients, and are the default terms of any engagement. Where we sign a separate proposal, statement of work or agreement with a client, that document takes precedence over these terms wherever the two conflict.

Our services are provided business to business. They are not directed at consumers, and nothing on this site is an offer to supply services to a consumer.

You may use this site to learn about our services and to get in touch. You agree not to attempt to gain unauthorised access to it, to disrupt it, to scrape it at a scale that degrades it, or to use it for anything unlawful.

The content here is provided for general information. It is not advice on which you should rely for a specific decision, and we may change or remove it without notice. Where we link to another website, we do not control it and we are not responsible for its content or its privacy practices.

Sylora provides email and lifecycle marketing services, which may include audits, strategy, flow architecture, copywriting, design, template build, campaign management, segmentation, deliverability work, testing and reporting. Related channels such as SMS may be included where the scope says so.

The exact scope, deliverables, timings and fees for an engagement are set out in the proposal or statement of work agreed with the client. Anything not described there is out of scope until we agree it in writing.

An engagement begins when a client accepts a proposal in writing, including by email, or when work starts with the client’s agreement. A free audit or inbox teardown creates no obligation on either side to proceed.

Either of us may request a change to the scope. A change that materially affects effort, timing or cost takes effect once both of us have agreed it in writing.

• Fees, currency and billing frequency are stated in the proposal. Retainers are normally invoiced monthly in advance; project work is normally invoiced in agreed instalments.
• Unless the proposal says otherwise, invoices are payable within 14 days of the invoice date.
• Fees exclude taxes and third-party costs. The client is responsible for platform subscriptions, list-cleaning tools, stock assets, fonts and similar costs, and for any applicable taxes, duties or bank charges.
• If an invoice is more than 14 days overdue we may suspend work after giving notice, and we may charge statutory default interest on the outstanding amount.
• Fees for work already performed are non-refundable. Where a retainer month is unused because the client did not provide what was needed, that fee remains payable.

To do the work, we need the client to:

• provide timely access to the email platform, store, analytics and any asset library required, and keep that access active;
• supply brand assets, product information and approvals, and give feedback within the review windows agreed in the scope;
• nominate one person who can approve work and make decisions;
• make sure the information and materials given to us are accurate, and that the client owns or is licensed to use them.

Delays or missing approvals move deadlines. We will always flag the impact rather than quietly absorb it.

Email and SMS marketing are regulated. The client remains responsible for its subscriber relationships and, as controller of that data, for the lawful basis on which each contact is messaged, including valid consent or a lawful soft opt-in, honouring unsubscribes and honest sender identification under the GDPR, the ePrivacy rules, the CAN-SPAM Act, Canada’s CASL and any equivalent local law.

We advise on best practice and we build to it. We will not send to purchased, scraped or unconsented lists, we will not remove or obscure unsubscribe mechanisms, and we will not use misleading sender names or subject lines. If a client instructs us to do any of these things, we will decline, and we may end the engagement under section 13.

Where we process personal data on a client’s behalf, we do so as a processor under a written data processing agreement. See our Privacy Policy for the detail.

Our work runs inside platforms we do not own, such as Klaviyo, Shopify and similar tools. We are not responsible for their availability, pricing, feature changes, deliverability decisions, account suspensions, or for data loss caused by them. The client’s contract with each platform is between the client and that platform.

We will perform our services with reasonable skill and care, and to a professional standard.

We do not guarantee specific revenue, open rates, click rates, deliverability outcomes, subscriber growth or return on investment. Email performance depends on the product, price, brand, offer, list quality, seasonality, inbox providers and market conditions, most of which sit outside our control. Any figure we discuss is an informed estimate, not a promise, and past results for other brands are not a forecast for yours.

• Client materials. The client keeps all rights in its brand, content, products and data. The client grants us a licence to use those materials as needed to deliver the work, and to show the work in our portfolio and case studies unless the client asks us in writing not to.
• Deliverables. On full payment, the client owns the bespoke deliverables created for it, such as email copy, designs and built templates, together with the right to use, modify and reuse them.
• Our know-how. We keep ownership of our methods, frameworks, checklists, internal tooling, code snippets and template components that pre-exist the engagement or are developed generally. Nothing stops us from reusing that know-how for other clients.
• Third-party assets. Fonts, stock imagery and similar assets remain subject to their own licences, which the client is responsible for holding.

Each of us will keep the other’s confidential information confidential, use it only for the engagement, and protect it with reasonable care. This does not apply to information that is public through no fault of ours, or that we are required to disclose by law.

These obligations continue for three years after the engagement ends, and indefinitely for anything that is a trade secret. Personal data is handled as described in our Privacy Policy and in the data processing agreement.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited.

Subject to that:

• neither of us is liable for indirect or consequential loss, loss of profit, loss of revenue, loss of anticipated savings, loss of goodwill, or loss or corruption of data;
• our total liability arising out of or in connection with an engagement is limited to the fees paid by the client to us in the 6 months before the event giving rise to the claim;
• we are not liable for loss caused by inaccurate information or materials supplied to us, by a client’s own sending decisions after work is handed over, or by a third-party platform.

The client will indemnify us against claims arising from its products, its content, or its failure to hold a lawful basis for messaging its contacts.

• Retainers run month to month unless the proposal states a minimum term. Either of us may end a retainer by giving 30 days’ written notice.
• Project work ends on delivery of the agreed scope.
• Either of us may terminate immediately if the other commits a material breach and does not remedy it within 14 days of written notice, becomes insolvent, or asks the other to act unlawfully.
• On termination the client pays for work performed and costs committed up to that date. We will hand over completed deliverables, remove our access to the client’s systems, and return or delete client data in line with the data processing agreement.

Neither of us is in breach for a delay or failure caused by an event beyond reasonable control, including infrastructure or platform outages, cyber attacks, extended power or connectivity failures, natural events, armed conflict, epidemics, strikes or acts of government. The affected party will tell the other promptly and both will act reasonably to limit the impact. If such an event lasts more than 60 days, either of us may terminate for convenience.

These terms and any engagement are governed by the laws of the Republic of Serbia, and the courts of the Republic of Serbia have exclusive jurisdiction, unless a signed agreement with a client says otherwise.

This choice does not remove protections that apply to you under the mandatory law of your own country where such law cannot be excluded by agreement. Before starting proceedings, both of us agree to try to resolve the matter in good faith, first directly and then through mediation, within 30 days of a written notice of dispute.

• Changes. We may update these terms for future engagements and for continued use of this website. The date at the top shows the current version. Terms already agreed for a live engagement do not change retroactively.
• Independent contractor. We work as an independent contractor. These terms do not create a partnership, joint venture or employment relationship.
• Subcontracting. We may use trusted specialists for parts of the work. We remain responsible for what they deliver, and they are bound by equivalent confidentiality and data terms.
• Assignment. Neither of us may assign an engagement without the other’s written consent, except to a successor of the business.
• Severability and waiver. If a provision is unenforceable, the rest still applies. Not enforcing a right on one occasion does not waive it.
• Entire agreement. The proposal, these terms and the data processing agreement are the entire agreement between us on their subject matter.
• Notices. Written notice may be given by email to stevans93@gmail.com and to the client’s main contact address.