Terms and Conditions

Please read these Terms and Conditions (“Terms”) carefully before using any Splento website, application, platform, or service operated by SPLENTO LTD (“Splento”, “we”, “us”, or “our”).

By accessing our website, creating an account, placing an order, accepting a quote, uploading content, approving a brief, downloading deliverables, or otherwise using our services, you agree to these Terms and to our Privacy Statement. If you do not agree to these Terms, you must not use our services.

SPLENTO LTD is registered in England and Wales under company number 09595739. Our registered office is New Boundary House, London Road, Sunningdale, Berkshire, United Kingdom, SL5 0DJ. You can contact us at support@splento.com.

1. Our Services

1.1. These Terms apply to every product and service Splento offers, whatever it is called and however it is delivered. This includes:

• photography and videography, whether shot on location, in a studio, or by a photographer we assign;
• visual content that we create, generate, enhance, retouch, edit, convert, or otherwise process, including content produced using AI;
• review, moderation, validation, and quality control of content, whether carried out by people, by automated systems, or by both;
• extraction and structuring of data from images, menus, and other materials you provide;
• our websites, applications, accounts, dashboards, ordering and booking tools, galleries, delivery links, APIs, and integrations; and
• billing, subscriptions, managed projects, and customer support connected to any of the above.

1.2. We use product names to describe these services in our marketing and in your order. Product names change, and we add and retire products over time. These Terms apply to a service because of what it is, not because of what it is called, and they apply to every product we offer now or in future unless a separate written agreement says otherwise.

1.3. A current list of our products is published at www.splento.com. That list is provided for information and does not limit these Terms.

1.4. If a signed master services agreement, order form, data processing agreement, statement of work, enterprise contract, or other written contract between you and us conflicts with these Terms, that written contract will apply to the conflicting part.

1.5. We also publish policies covering specific subjects, including our Privacy Statement, Cancellations, Refunds, Payment, and User Generated Content policies. Where one of those policies deals with a subject in more detail than these Terms, that policy applies to that subject and these Terms govern everything else. If a conflict remains that those policies do not resolve, these Terms apply.

2. Orders, Accounts, and Contract Formation

2.1. Our services are provided to businesses only. By placing an order you confirm that you are acting for purposes relating to your trade, business, craft, or profession, that you are at least 18 years old, and that you are authorised to accept these Terms on behalf of the business you represent. We do not knowingly contract with consumers, and we may reject or cancel an order where we reasonably believe it has been placed by a consumer.

2.2. A contract is formed when you place an order through our website, app, platform, or checkout flow; accept a written quote; approve a statement of work; confirm a booking; or otherwise instruct us to begin work and we accept that order.

2.3. By placing an order, you confirm that the information you provide is accurate, that you are authorised to place the order, and that you have the rights and permissions needed for any materials, locations, people, products, properties, brands, logos, scripts, music, data, prompts, references, or other content you provide to us.

2.4. We may reject or cancel an order if:

• the requested service is unavailable;
• payment authorisation fails;
• there is a pricing, product, availability, or description error;
• the order appears fraudulent, unlawful, unsafe, abusive, or inconsistent with these Terms;
• the required client materials, access, consent, brief, or approvals are not provided; or
• fulfilling the order would create legal, intellectual property, data protection, cyber security, safety, platform, or reputational risk.

2.5. If we reject or cancel an order after payment has been taken, we will refund the relevant amount unless we are legally entitled to retain payment for services already performed, third-party costs already incurred, cancellation charges, or other amounts due under these Terms or an applicable written agreement.

3. Client Responsibilities

3.1. You are responsible for providing accurate order information, clear briefs, required access, required approvals, and lawful instructions.

3.2. You must not upload, submit, request, or use our services for content that is unlawful, infringing, defamatory, abusive, discriminatory, exploitative, deceptive, malicious, unsafe, or otherwise harmful.

3.3. For shoots, events, products, locations, employees, customers, guests, models, artists, performers, properties, venues, trademarks, copyrighted works, confidential information, and personal data that you ask us to capture or process, you are responsible for obtaining all permissions, notices, consents, releases, licences, location approvals, and legal authorisations required from your side.

3.4. For any AI-assisted workflow, you must not request impersonation, deceptive deepfakes, unlawful surveillance, unauthorised biometric identification, misleading political or financial content, non-consensual intimate content, or any output that violates applicable law or the rights of others.

4. Delivery and Acceptance

4.1. Delivery timelines are estimates unless we expressly state in writing that a deadline is guaranteed. Delivery depends on timely client cooperation, brief clarity, approvals, availability, platform access, data quality, production complexity, third-party systems, and other operational factors.

4.2. Deliverables may include photographs, videos, edited media, AI-generated or AI-assisted content, data outputs, reports, dashboards, galleries, production files, exports, or other materials specified in the relevant order.

4.3. You should review deliverables promptly after delivery. If you believe a deliverable does not materially match the agreed brief or product description, you must notify us within the review period stated in the order or, if no period is stated, within seven days of delivery.

4.4. We may correct, replace, reprocess, or refund a deficient deliverable at our reasonable discretion. Minor stylistic differences, subjective preferences, or changes requested after approval may be treated as additional work.

5. Payment, Invoices, and Late Payment

5.1. Prices are shown or quoted in the applicable checkout, invoice, order form, proposal, subscription plan, or statement of work. Taxes, payment processing charges, third-party costs, travel, venue charges, rush fees, additional editing, extra usage, and other costs may apply where stated.

5.2. Unless otherwise agreed in writing, payment is due when you place the order or according to the invoice terms.

5.3. If payment is not received by the due date, we may suspend access, pause delivery, withhold files, charge reasonable recovery costs, and charge interest at 4% above the base rate of Barclays Bank plc or the maximum rate permitted by applicable law, whichever is lower.

5.4. You must not use a payment method without authorisation. We may suspend or terminate accounts or orders that appear to involve unauthorised, fraudulent, or disputed payment activity.

5.5. Card payments are processed by third-party payment providers on secure pages operated by them. We do not store your full card details. Payments are subject to the relevant provider’s own terms, and strong customer authentication may be required before a payment can be completed.

5.6. Where a service is provided on a recurring or subscription basis, the term, renewal, notice, price-change, and minimum-commitment provisions that apply are those set out in the applicable plan, order, or written agreement. We will make those provisions available to you before you commit to a recurring service.

6. Cancellations, Refunds, and Rescheduling

6.1. Cancellation, rescheduling, and refund rights depend on the product, timing, location, work already performed, and third-party costs incurred. For photography and videography bookings, you may cancel or reschedule without charge up to 48 hours before the start of your session; if you cancel inside 48 hours, the full booking fee is charged. Our Cancellations and Refunds policies set out the notice periods and conditions in full.

6.2. These Terms are written for business clients under clause 2.1, and statutory consumer cancellation rights do not normally apply. If you are nonetheless a consumer in law, nothing in these Terms limits any right you have that cannot be excluded, and where a service has started at your request during a cancellation period you may be required to pay for work already performed.

6.3. Digital downloads, completed creative work, customised deliverables, AI-generated outputs, edited media, urgent production work, and services already performed may be non-refundable except where required by law or where we approve a refund.

6.4. Refunds, where approved, will normally be returned to the original payment method. Processing times depend on the relevant payment provider.

7. Privacy, Data Protection, and Confidentiality

7.1. We handle personal data in accordance with our Privacy Statement and applicable data protection laws, including the UK GDPR and other data protection laws that apply in the countries where we operate.

7.2. We process client data only for legitimate business and service purposes, including account management, order fulfilment, production, editing, quality control, delivery, support, billing, security, fraud prevention, legal compliance, and service administration.

7.3. We do not use client content, client data, personal data, uploaded materials, prompts, briefs, production files, private galleries, confidential business information, or deliverables to train or improve general AI models unless you give us explicit written permission.

7.4. We do not permit AI providers, production partners, or other subprocessors to use your client content or personal data to train their general AI models where we have the ability to control or contractually restrict that use.

7.5. Client data is stored in systems controlled by us or by approved service providers acting on our behalf. We do not intentionally store client data in publicly accessible, unprotected, or public training fields. Private galleries, dashboards, production systems, and delivery links are intended to be access-controlled or privately link-based, depending on the product and order setup.

7.6. We apply reasonable technical and organisational measures designed to protect client data against unauthorised access, loss, misuse, alteration, disclosure, or destruction. These measures may include access controls, authentication, encryption in transit, operational monitoring, restricted team access, vendor controls, and internal security procedures.

7.7. No online service can guarantee absolute security. You are responsible for keeping your account credentials secure, limiting access to private links, and notifying us promptly if you suspect unauthorised access.

7.8. We treat non-public client materials, briefs, business information, and production assets as confidential and use them only as needed to provide the services, comply with law, protect rights, prevent abuse, or as otherwise authorised by you.

7.9. We retain client data, deliverables, galleries, and account records for as long as we need them to provide the services and to meet our legal, tax, and accounting obligations. Unless a written agreement between us sets a different retention period, we keep them indefinitely until you ask us to delete them. Following a deletion request we will delete or anonymise the data within a reasonable period, except where we are required to keep it by law. Deletion may mean we can no longer re-supply deliverables or support past orders.

8. Intellectual Property

8.1. You retain ownership of materials, trademarks, data, images, footage, prompts, references, scripts, logos, product information, confidential information, and other content that you provide to us (“Client Materials”).

8.2. You grant us a limited licence to use Client Materials for the purpose of providing, managing, securing, improving, delivering, and supporting the services you ordered.

8.3. Unless otherwise agreed in writing, and subject to full payment of all amounts due, we assign to you the intellectual property rights that we own in the final paid deliverables created specifically for your order, including final photographs, final videos, final edited assets, final AI-assisted creative outputs, and final custom production outputs.

8.4. This assignment does not include:

• our pre-existing technology, platforms, workflows, software, templates, models, tools, know-how, methods, automation, prompts, processes, style systems, internal data, pricing logic, or product infrastructure;
• third-party software, stock assets, fonts, music, licences, APIs, plugins, model weights, or platform components that are licensed rather than owned by us;
• Client Materials owned by you or third parties; or
• drafts, rejected versions, unused shots, raw files, internal notes, source files, project files, or behind-the-scenes production materials unless expressly included in the order.

8.5. We are responsible for ensuring that, to the best of our knowledge and reasonable control, deliverables created by us for you do not infringe third-party intellectual property rights, except to the extent the issue is caused by Client Materials, client instructions, unauthorised use by you, third-party assets requested or supplied by you, or changes made outside our control.

8.6. Where a deliverable includes third-party licensed assets, open-source components, music, fonts, stock media, platform outputs, or AI-generated elements subject to external licence terms, your rights are subject to those applicable licence terms. We will use reasonable care to select rights-appropriate assets for the agreed use case.

8.7. We may use deliverables in our portfolio, marketing, case studies, social media, sales materials, or award submissions only where permitted by the order, your consent, applicable law, or where the deliverables are already public and such use is lawful. Enterprise, confidential, white-label, or private projects will not be used publicly without permission.

8.8. This clause 8 governs deliverables we produce for you under an order. It does not apply to content you volunteer to us for marketing use, which is covered by our User Generated Content policy.

9. AI-Assisted Services

9.1. Some services may use artificial intelligence, automation, machine learning, computer vision, generative media systems, or AI-assisted editing tools to create, analyse, enhance, transform, organise, or deliver content.

9.2. AI-assisted outputs may contain imperfections, variations, artefacts, factual errors, visual inconsistencies, or unexpected results. You are responsible for reviewing outputs before publication or commercial use, especially where outputs involve regulated industries, public claims, health, finance, employment, legal matters, public figures, minors, sensitive personal data, or brand-critical campaigns.

9.3. We will use reasonable care, human review where appropriate, and production controls suited to the product and order type. However, AI-assisted outputs are provided subject to the limitations of the relevant tools, models, input materials, and instructions.

9.4. We do not represent that AI-generated or AI-assisted outputs are unique, exclusive in concept, or incapable of resembling outputs generated for others, except for rights we expressly assign in the final deliverables we create for you.

10. Compliance, Cyber Security, and Responsible Operation

10.1. We are committed to complying with applicable laws and regulations in the countries where we operate, including laws relating to data protection, privacy, intellectual property, cyber security, consumer rights, advertising standards, payment processing, employment, anti-bribery, sanctions, export controls, platform rules, and AI or digital services where applicable.

10.2. We maintain operational, contractual, and technical safeguards designed to support lawful and secure delivery of our services. These safeguards may include supplier review, access controls, security monitoring, incident response processes, staff confidentiality obligations, and restrictions on unauthorised data use.

10.3. If we become aware of a security incident affecting your personal data or confidential client materials, we will assess it promptly and notify affected clients, regulators, or individuals where required by applicable law.

10.4. We may refuse, suspend, or stop work that we reasonably believe would breach law, infringe rights, compromise cyber security, misuse personal data, evade platform rules, or create unacceptable safety, legal, or reputational risk.

11. Acceptable Use

11.1. You must not misuse our website, app, platform, galleries, dashboards, APIs, AI services, accounts, or delivery systems.

11.2. You must not:

• attempt to gain unauthorised access to our systems or another user’s data;
• interfere with service availability, security, integrity, or performance;
• scrape, harvest, or collect data except as expressly permitted;
• upload malware or malicious code;
• reverse engineer, copy, resell, or exploit our platforms or internal tools except as permitted by law;
• use our services to violate privacy, intellectual property, cyber security, or data protection laws; or
• misrepresent AI-generated or edited content in a way that is unlawful or materially deceptive.

12. Third-Party Services and Providers

12.1. We may use third-party providers to support payment processing, cloud hosting, storage, production, editing, analytics, communication, AI processing, quality control, delivery, support, and security.

12.2. Third-party services may be subject to their own terms, availability, limits, and licence conditions. We are not responsible for third-party outages, failures, or restrictions outside our reasonable control, but we will use reasonable care in selecting and managing key providers.

13. Availability and Changes

13.1. We aim to provide reliable services, but we do not guarantee uninterrupted, error-free, or continuously available access to any website, app, platform, gallery, dashboard, AI system, or delivery service.

13.2. We may update, maintain, suspend, restrict, or discontinue parts of the services where necessary for security, legal compliance, operational reasons, product improvement, or business needs.

14. Liability

14.1. Nothing in these Terms excludes or limits liability that cannot be excluded or limited by law, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any statutory rights that cannot be excluded.

14.2. Subject to clause 14.1, we are not liable for indirect, special, incidental, punitive, or consequential losses; loss of profit, revenue, business, opportunity, goodwill, reputation, data, or anticipated savings; or business interruption.

14.3. Subject to clause 14.1, our total liability arising from or relating to an order is limited to the amount paid or payable by you for the specific order giving rise to the claim, unless a different liability cap is stated in a signed written agreement.

14.4. We are not liable for issues caused by Client Materials, inaccurate briefs, missing approvals, client delay, unauthorised use, third-party platforms, public links shared by you, changes made by others, force majeure events, or use of deliverables outside the agreed scope.

15. Indemnities

15.1. If you are a business client, you will indemnify us against all claims, losses, damages, costs, and expenses (including reasonable legal fees) arising from:

1. Client Materials;
2. your instructions;
3. any permission, consent, release, or licence you were required to obtain under clause 3.3 and did not obtain; or
4. your use of deliverables outside the agreed scope.

15.2. Subject to clause 14.3, we will indemnify you against claims that a deliverable we created for you infringes a third party’s intellectual property rights, except to the extent the claim arises from anything listed in clause 15.1.

15.3. Clause 15.1 reflects that our services are provided to businesses under clause 2.1. If you are nonetheless a consumer in law, clause 15.1 does not apply to you and nothing in this clause 15 affects your statutory rights.

16. Termination and Suspension

16.1. We may suspend or terminate your account, order, access, or services if you breach these Terms, fail to pay, misuse the services, create legal or security risk, infringe rights, or use the services unlawfully.

16.2. You may stop using the services at any time, subject to any payment, cancellation, retention, licence, confidentiality, or other obligations that survive termination.

17. Force Majeure

17.1. We are not responsible for failure or delay caused by events beyond our reasonable control, including natural disasters, war, terrorism, civil unrest, labour disputes, epidemics, utility failures, internet or cloud outages, platform restrictions, supplier failures, government action, travel disruption, or severe weather.

18. Changes to These Terms

18.1. We may update these Terms from time to time. The version published on our website will state its effective date.

18.2. If a change materially affects active paid services, we will take reasonable steps to notify affected clients where required by law or where commercially reasonable.

19. Governing Law and Jurisdiction

19.1. These Terms are governed by the laws of England and Wales, unless mandatory local consumer or data protection laws require otherwise.

19.2. The courts of England and Wales will have jurisdiction, except where applicable mandatory law gives you the right to bring a claim in another jurisdiction.

20. Contact

If you have questions about these Terms, your order, data protection, security, intellectual property, cancellations, refunds, or product-specific conditions, please contact us at support@splento.com.