Terms of Service

The Sup Group Ltd (“Sup”, “we”, “us”, “our”)

483 Green Lanes, London, N13 4BS, United Kingdom · matt@supgrowth.com

Effective on 10 May, 2021 Updated on 21 May, 2024

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1. Who we are and what these terms cover

These Terms of Service (“Terms”) govern your use of the Instagram and social media growth and management services (“Services”) provided by The Sup Group Ltd, a company registered in England and Wales. By starting a free trial, subscribing, or otherwise using the Services, you agree to these Terms. If you do not agree, do not use the Services.

In these Terms:

• “you”, “your”, “Client” means the person or business that subscribes to the Services.
• “Account” means any Instagram, TikTok or other social media account you ask us to work on.
• “Platform” means Instagram, Meta, TikTok, Google or any other third-party platform we interact with on your behalf.
• “Business Client” means a Client acting for purposes relating to its trade, business or profession. “Consumer” means an individual acting wholly outside their trade, business or profession.

2. The Services

We provide manual, human-powered audience-growth and engagement services intended to help grow your Account’s reach and following. Our work is carried out by people, not by bots or automation software. The specific activities we carry out may vary over time and are undertaken at our discretion.

Results are estimates, not promises. Any follower numbers, growth ranges or results referred to on our website or in our communications (for example, typical monthly growth figures) are illustrative estimates based on past performance. They are not guarantees, warranties or contractual promises of any specific result. Social media growth depends on many factors outside our control, including your content, niche, audience and the Platform’s own systems. Put simply: we provide our service actions and effort, not a guaranteed number of followers.

3. Your account, your responsibility

You confirm and agree that:

1. You own or control the Account and are authorised to instruct us to work on it.
2. You remain responsible for the Account at all times, including the content posted on it, its security, and your own use of it.
3. You provide accurate access information and will keep it current. You are responsible for any consequences of giving us incorrect, outdated or unauthorised access details.
4. You will not ask us to do anything unlawful, deceptive, or in breach of any Platform’s rules.

4. Third-party platforms and account risk

1. The Platforms are independent third parties. Instagram, Meta, TikTok, Google and any other platform are not operated or controlled by us. We have no control over how they operate, what rules they enforce, or how they treat any account.
2. Platforms can take action against any account at their sole discretion. A Platform may, at any time and for any reason or no reason, restrict, limit, shadow-ban, throttle, suspend, disable, delete or ban any account, remove followers or content, or change how its systems work. This can happen to any account, whether or not it uses our Services.
3. You use the Services at your own risk. To the maximum extent permitted by law, we are not responsible or liable for any restriction, limitation, action-limit, shadow-ban, suspension, disabling, deletion or ban of any Account, or for any loss of followers, content, data, reach, revenue or goodwill, arising from or connected with any action (or inaction) of a Platform.
4. You accept the platform risk. You acknowledge that growing an audience on any Platform carries inherent risk, that each Platform’s rules and enforcement are outside our control and may change at any time, and that you are responsible for your own Account and for your decision to use the Services. You accept that risk in full.

5. Fees, billing and free trial

1. The Services are provided on a recurring subscription basis at the price shown at the point of sale (currently the equivalent of approximately £119/month per Account, billed in your local currency, or the applicable plan or add-on price), plus any taxes.
2. Where a free trial is offered, your paid subscription begins automatically at the end of the trial unless you cancel before it ends.
3. Subscriptions renew automatically for successive periods until cancelled in accordance with Section 8. You authorise us and our payment processor to charge your payment method for each renewal.
4. Fees are charged in advance and, except as set out in Section 6, are non-refundable once the relevant service period has begun.

6. Money-back guarantee and refunds

1. Our 30-day money-back guarantee. We stand behind our work. If, within your first 30 days as a paying subscriber, you are not satisfied with the growth we have delivered, email us at matt@supgrowth.com within that 30-day window and we will refund that month’s subscription fee in full. The guarantee applies once per Account, to your first paid month only, and does not apply to add-on services or to fees for months after the first.
2. The guarantee is our refund process, and refunds are handled exclusively through it. To request a refund under the guarantee, contact us at matt@supgrowth.com. We will respond and, where the guarantee applies, issue the refund to your original payment method within 14 days.
3. Statutory rights (Consumers only). If you are a Consumer, nothing in these Terms affects your legal rights, including any right to cancel a distance contract within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where you ask us to begin the Services during that 14-day period, you agree we may charge for the portion of the Services provided up to the point you cancel.
4. Outside the guarantee. Other than under the guarantee in Section 6(a) and your statutory rights in Section 6(c), fees are non-refundable, and any further refund is at our sole discretion and reviewed case by case. We will always endeavour to refund any accidental double-charge promptly.

7. Payment disputes and chargebacks

1. Talk to us first. If you ever have a concern about a charge, a refund or the Services, you agree to contact us at matt@supgrowth.com and allow us a reasonable opportunity (at least 7 days) to resolve it before initiating any chargeback, payment dispute or reversal with your bank or card provider.
2. Where the Services have been delivered and these Terms accepted, raising a chargeback without first using the process in Section 6 and 7(a) is a breach of these Terms. In that event we may, to the extent permitted by law, suspend or terminate the Services, recover any reasonable costs we incur in responding to the dispute, and submit these Terms and our records of the Services delivered as evidence to the card scheme.
3. Nothing in this Section removes any legal right you have to dispute a genuinely unauthorised or fraudulent transaction.

8. Cancellation and termination

1. You may cancel your subscription at any time by emailing matt@supgrowth.com or by cancelling in your account dashboard. To avoid being charged for the next billing cycle, you must cancel at least one (1) day before your next billing date. If you cancel later than that, the upcoming cycle is charged and the Services continue until the end of that paid period; that period is not refunded except under Section 6.
2. Pausing is not cancelling. Pausing an Account does not cancel your subscription or stop the related charges, and no additional days are credited for paused days. To stop billing you must cancel as set out above.
3. We may suspend or terminate the Services immediately if you breach these Terms, fail to pay, provide unlawful or unauthorised instructions, or if continuing would put us or any Account at risk.

9. Limitation of liability

1. Nothing in these Terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability that cannot be limited or excluded under applicable law (including, for Consumers, your statutory rights under the Consumer Rights Act 2015).
2. Subject to Section 9(a), and to the maximum extent permitted by law:
   1. We are not liable for any loss of profit, revenue, followers, content, data, reach, goodwill or business, or for any indirect or consequential loss, however arising;
   2. We are not liable for any matter falling within Section 4 (third-party platform actions and account risk); and
   3. Our total aggregate liability to you arising out of or in connection with the Services, whether in contract, tort (including negligence) or otherwise, is limited to the total fees you paid to us in the 1 month immediately before the event giving rise to the claim.
3. Business Clients: if you are a Business Client, you agree that the limitations in this Section are reasonable given the nature and price of the Services, and Section 4 applies in full without the Consumer carve-outs.

10. Consumers

If you are a Consumer, these Terms do not affect your non-excludable statutory rights. Where any term would conflict with those rights, your statutory rights prevail and the rest of these Terms continue to apply. You may also have rights under the laws of your own country.

11. General

1. Governing law. These Terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction, except that a Consumer may bring proceedings in the courts of their country of residence where local law requires.
2. Changes. We may update these Terms from time to time. Material changes will be notified to you, and the version in force when you subscribe or renew applies to that period.
3. Force majeure. We are not liable for any delay or failure to provide the Services caused by events beyond our reasonable control, including platform outages or changes, acts of God, natural disaster, war, civil unrest, or failure of third-party services or infrastructure.
4. Severance. If any term is found unenforceable, the rest remain in force.
5. Entire agreement. These Terms, together with our Privacy Policy and the plan details at checkout, form the whole agreement between us and supersede any prior written or verbal agreements.