Automation Retainer Terms of Service

Last updated: 10 December 2025

These Terms of Service (“Terms”) apply to your use of Scaling Solutions’ Automation Retainer (the “Service”).

By subscribing to or using the Service, you agree to these Terms. If you do not agree, do not use the Service.

“Scaling Solutions”, “we”, “us” or “our” means the service provider. “Client”, “you” or “your” means the subscribing organisation and its authorised team members.

These Terms apply only to our Automation Retainer. Other services may be governed by separate agreements.

These Terms are provided in English, and English will be the governing language in case of any interpretation questions.

1. Service Description

Under these Terms, we provide ongoing no-code/low-code development and automation services, including:

• Design and development of internal tools, dashboards, and portals.

• Creation of lightweight apps using no-code/low-code platforms.

• Workflow automation using tools such as Airtable, Make.com, and similar platforms.

• Ongoing system improvements, refinements, and maintenance.

2. Requests Model

2.1 Unlimited Requests, One Active at a Time

You may submit unlimited requests while your subscription is active. However, we work on one active request at a time. All other requests sit in your Backlog and are worked on in order of priority. Your “Backlog” is the list of scoped requests waiting to be worked on.

2.2 Scope Phase

Before we build anything, each request goes through a Scope Phase:

• You submit a request (via the Requests form, Slack, or during a call).

• We review it. If a request is unclear or incomplete, we may ask for more details before scoping, or decline it if it falls outside the Service.

• We define a clear scope for the work.

2.2.1 Default – scope approval required

By default, we require your approval of the scope before we start building. We will share a scope summary with you and wait for your approval before the request is added to your Backlog.

2.2.2 Optional – hands-off workflow (no scope approval)

You may also choose a more “hands-off” workflow. If you explicitly request to skip scope approval, we will not wait for your approval of scopes. In that case, once we have defined the scope, we may add the request directly to your Backlog and proceed with development without sending the scope to you for confirmation.

When you choose this option, you agree that we may rely on our scoped interpretation of your request. Any later changes, additions, or corrections to the scope will be treated as additional work under your subscription (either as an update to the existing request or as a new request) and may require rescoping.

You can choose to skip scope approvals by telling us explicitly (for example via Slack or during a call). This preference will then continue to apply until you ask us to change it.

2.3 Delivery Timeframes

We aim to deliver requests in:

• 2 business days (small requests)

• 5 business days (medium requests)

• 10 business days (large requests)

“Business days” means Monday to Friday.

These timeframes apply only while a request has the “In Progress” status and we have what we reasonably need from you to start or continue working on it. If we are waiting for information, access, or feedback from you, or for a third-party service to recover, work on the request may be paused and the delivery timeframe may shift, as described in section 2.4 (Paused Requests & Timelines).

When a request is marked Done, the next request from your Backlog will normally move into “In Progress”. To keep our focus on one active request at a time, the delivery timeframe for that new request starts on the next business day after it is moved into “In Progress”.

We may show you an expected delivery date in your request board. This date is an estimate only and may change if the request is paused or its scope changes.

2.4 Paused Requests & Timelines

The delivery timeframes in section 2.3 apply only while a request is in “In Progress” and we have what we reasonably need from you to continue working.

If progress on a request is blocked, the work may be paused and the delivery timeframe may shift. Common reasons include (but are not limited to):

• missing brand assets (logos, guidelines, images, copy)

• missing or invalid access credentials (API keys, platform logins, permissions)

• waiting on your clarification about a workflow, logic, or edge cases

• waiting for your written feedback or approval on draft work

• external platform issues (for example Airtable or Make.com incidents, API outages, or similar third-party disruptions)

When a request is paused:

• work on the request stops until the blocker is resolved; and

• the remaining delivery timeframe is effectively frozen and resumes once the request returns to active development.

As a result, expected delivery dates may change, even after work has started, if we discover that we need additional information from you or are blocked by third-party issues.

2.5 Review & Approval of Delivered Work (“Awaiting Review”)

When we consider a request complete under the agreed scope, we will move it to an “Awaiting Review” state and notify you (for example via Slack or in your Request Board). While a request is in “Awaiting Review”, it remains your active request under the “one active request at a time” model; we will normally not start the next request from your Backlog until this request is approved or treated as approved under this section.

2.5.1 Default – review required

By default, we ask you to review delivered work and either:

- confirm that it is approved; or  

- request reasonable revisions that fall within the approved scope.

We ask that you provide approval or feedback within a reasonable timeframe. While a request is in “Awaiting Review”, work on the request is considered paused and delivery timeframes under section 2.3 do not continue to run.

If we do not hear from you within a reasonable time after we notify you that a request is in “Awaiting Review”, we may treat the request as approved so that we can proceed with the next request in your Backlog and avoid unnecessary delays. We may also choose to wait longer for your feedback at our discretion.

2.5.2 Optional – hands-off workflow (no review approval)

You may also choose a more “hands-off” workflow for delivered work. If you explicitly request to skip approval of delivered work, we will not wait for your confirmation while a request is in “Awaiting Review”. In that case, once we have marked a request as complete under the agreed scope, we may treat it as approved and proceed to the next request in your Backlog without waiting for explicit approval from you.

When you choose this option, you agree that we may rely on our good-faith judgement that the request has been completed in line with the scope. Any later changes, additions, or corrections to that work will be treated as additional work under your subscription (either as an update to the existing request or as a new request) and may require rescoping.

You can choose to skip review approvals by telling us explicitly (for example via Slack or during a call). This preference will then continue to apply until you ask us to change it.

2.6 Holidays

We reserve up to 5 weeks of holidays per calendar year during which we do not perform work under the Service. These holiday periods will be communicated to you clearly in advance.

During our holiday weeks, you will not be paying for time when no work is performed. Your subscription will be paused during these periods and your renewal date will be moved forward by the same number of days.

3. Revisions

3.1 Included Revisions

Reasonable revisions that fall within the approved scope of a request are included and handled as part of the same request. This includes fixing issues, adjusting details, or refining the implementation so it matches the agreed scope.

3.2 Out-of-Scope Changes

Major changes, new ideas, or additions that go beyond the approved scope are treated as additional work under your subscription. These may either be handled as an update to the existing request or as a new request and will go through the Scope Phase again. In those cases, delivery timeframes will be based on the updated scope.

4. What’s Included

Your subscription includes:

• Primary Systems & Automation Contact: You will be assigned a primary team member who acts as your main point of contact for the Service. This person is responsible for coordinating your requests, maintaining context about your systems, and managing delivery under the request-based model described in these Terms. We may involve additional team members where needed, but overall responsibility and communication remain with your assigned contact.

• Flexible Request Backlog: You may submit unlimited requests while your subscription is active. Each request is reviewed and scoped by us before being added to your Backlog, where requests are prioritised and worked on one at a time in accordance with these Terms.

• One Active Request at a Time: We work on one request at a time. All other requests remain in your Backlog until the active request is completed or approved.

• Defined Delivery Timeframes: Requests are typically delivered within 2–10 business days, depending on size, subject to the conditions described in Section 2.3 (Delivery Timeframes).

• Request Board Access: Access to a shared request board where you can track the status, priority, and history of your requests.

• Dedicated Communication Channel: Ongoing asynchronous communication via Slack for coordination, questions, and updates related to the Service, during our normal business days.

• Bi-Weekly Strategy Calls: Up to one 45-minute call every two weeks to review progress, align on priorities, discuss workflows, and identify opportunities related to the Service.

• Ongoing Maintenance, Improvements, and Error Handling: Ongoing maintenance, improvements, and refinements of systems and automations we have built, delivered as requests under your active subscription. This includes handling errors and issues in accordance with Section 7 (Error Handling), which defines how errors caused by us, by you, or by third-party platforms are treated.

5. What’s Not Included

The Service does not include:

• Branding, full design systems, or standalone graphic design assets.

• Ongoing support for tools, systems, or automations that we did not build or modify.

• Unlimited revisions or re-work after a scope has been approved and delivered.

• Work on platforms or accounts you do not own or cannot provide access to.

• Services that are clearly outside the agreed scope or not suited for a request-based, no-code/automation model.

Any such work, if offered, would be governed by a separate agreement or proposal.

6. Client Responsibilities

To ensure we can deliver effectively and on time, you agree to:

6.1 Provide Required Access & Information

You will:

• Provide required information, data, and documentation relevant to your requests.

• Provide access and login credentials for tools where automations or systems need to be set up or modified.

• Provide any assets, examples, or context necessary to understand your workflows.

Without timely access and information, testing and implementation become difficult, and this will inevitably cause delays.

6.2 Clearly Communicate Workflows & Requirements

You agree to clearly explain:

• Desired outcomes and success criteria.

• Existing workflows and systems we will be integrating with.

• Known edge cases, constraints, or special rules where possible.

6.3 Respond Within a Reasonable Timeframe

You agree to respond to:

• Clarification questions

• Requests for access or credentials

• Scope summaries (for approval or adjustment)

• Review requests on delivered work

within a reasonable timeframe. Prolonged silence may delay delivery and progress.

6.4 Do Not Modify Backend Logic Without Coordination

For systems we have built or modified:

While we are working together, we must be the only party making changes to:

• database structure (tables, fields, relationships)

• automations and workflows

• integration logic

• key configuration related to our deliverables

You own your systems (they live in your accounts and under your licences), but requested changes must go through us while the Service is active.

If you or your team make changes directly, it may:

• break existing automations

• create errors that require rework

• cause unexpected behaviour

Such issues may be treated as new requests (see Error Handling).

6.5 Approvals

You are responsible for:

• Approving scopes before development starts, as described in section 2.2, unless you have explicitly opted out of scope approval under section 2.2.2.

• Approving delivered work or providing feedback on it in a timely manner, as described in section 2.5, unless you have explicitly opted out of review approval under section 2.5.2.

Your approvals signal that work is ready to move forward. Delays in providing approvals or feedback may delay the start of the next request.

7. Error Handling

We distinguish between three types of issues:

7.1 Errors Caused by Us

If an issue is caused by:

• our logic

• our implementation

• our configuration of tools or automations

then:

• We will fix it as soon as reasonably possible.

• These fixes are included, at no additional cost, as part of ongoing maintenance.

• These fixes do not count as a separate request.

• We treat them as top priority under your active subscription.

7.2 Errors Caused by You (or Your Team)

If issues arise because you or your team have:

• modified fields, automations, logic, data structures, or permissions without our involvement

• overwritten or deleted configuration we created

• introduced conflicting changes in your environment

then:

• We will help fix the issue, but this will be treated as a new request, subject to scoping and delivery timeframes.

• These fixes are not free maintenance; they consume your retainer capacity like any other request.

7.3 Third-Party Platform Issues

If the root cause of an issue lies with a third-party platform, for example:

• Airtable outages or API downtime

• Make.com scenario failures due to platform-side issues

• Slack API changes or outages

• Limitations, bugs, or breaking changes in external tools and services

then:

• We will assist in diagnosing and stabilising the impact on your workflows where possible.

• However, we cannot be responsible for the uptime, performance, or behaviour of those platforms.

• Full resolution may depend entirely on the third-party provider.

• In some cases, repairs or redesign may need to be handled as new requests (subject to scoping).

8. Communication

8.1 Primary Channel

Our primary communication channel is Slack (in a shared workspace or channel agreed with you). We may also use email for administrative or billing matters.

8.2 Response Times

We aim to respond to messages within a reasonable timeframe during normal business hours (Monday–Friday, excluding holidays).

Exact response times may vary depending on workload and time zones, but we design our processes to keep communication clear and timely.

9. Billing & Payment Terms

9.1 Subscription Model

The Service is offered as a recurring subscription, billed either:

• Monthly, or

• Quarterly, equivalent to the monthly rate with a discount.

9.2 Automatic Renewal

Your subscription automatically renews at the end of each billing cycle unless cancelled in advance.

By subscribing, you authorise us (or our payment processor) to charge your chosen payment method on a recurring basis.

9.3 Renewal Date

Your renewal date is based on the date you first subscribe. For example, a monthly plan starting on the 5th renews on the same calendar day each month (or the nearest available day, depending on the payment processor).

9.4 Cancellation

• You may cancel your subscription at any time via the Stripe Customer Portal.

• Cancellation stops future charges.

• Your subscription remains active until the end of the current billing period.

• We do not provide partial refunds for unused time within an active billing cycle.

9.5 Refund Policy

Due to the nature of the Service, all fees are non-refundable, except where explicitly stated otherwise in a written guarantee or under applicable law.

9.6 Failed or Late Payments

If a payment fails or is not completed when due:

• We may temporarily pause all work, access, and communication under the Service until payment is resolved.

• We are not responsible for any delays, missed deadlines, or impacts on your business caused by such pauses.

• If payment issues remain unresolved, we may terminate your subscription under the Termination section.

9.7 Price Changes

We may change the pricing of the Service from time to time. Any price changes will apply only from the start of your next billing cycle and will not affect your current active billing period. We will notify you of any price increase in advance of your renewal date. If you do not agree with the updated pricing, you may cancel your subscription before the renewal date via the Stripe Customer Portal, and no further charges will be made. Continued use of the Service after the new pricing takes effect constitutes acceptance of the updated pricing.

10. Relationship of the Parties

The parties are independent contractors. Nothing in these Terms creates a partnership, joint venture, employment relationship, or agency between you and us. You are not our employer, and we are not your employee. Neither party has authority to bind the other party or enter into obligations on the other party’s behalf.

11. Intellectual Property

11.1 Ownership of Custom Work

All custom configurations, automations, and system logic that we create specifically for you under the Service are owned by you upon delivery and payment. These deliverables reside in your own platforms and accounts (e.g. Airtable bases, Make.com scenarios).

11.2 Our Tools, Templates, and Frameworks

Underlying templates, internal frameworks, libraries, internal tools, and reusable components we use to deliver the Service remain our intellectual property. We may reuse anonymised structures, patterns, and non-client-specific configurations in work for other clients.

11.3 Usage Restrictions

The systems we build are intended for your internal business use only. You may not:

• resell the systems as a standalone product or service

• sublicense them as a white-label solution

• market or monetise them as your own software product

without our express written consent. Using them as part of normal business operations is fully allowed.

12. No Guarantees of Results

We will use reasonable skill and care in providing the Service, but we do not guarantee any specific business outcomes, such as increased revenue, cost savings, or performance improvements. Any examples of results we share are illustrative only.

13. Confidentiality

13.1 Mutual Confidentiality

Both parties agree to keep non-public information received from the other party confidential, including but not limited to business processes, data, credentials, and internal documentation.

13.2 Use of Work in Portfolio

We may, from time to time, showcase general, non-sensitive examples of work (e.g. anonymised screens, high-level descriptions of automations) in our marketing, portfolio, or sales materials.

We will not disclose confidential business data, proprietary strategies, or login credentials.

If you prefer that we do not reference your company at all, you may request this in writing and we will comply.

14. Limitation of Liability

14.1 No Indirect or Consequential Damages

To the maximum extent permitted by law, we are not liable for:

• indirect, incidental, special, consequential, or punitive damages

• loss of profits, revenue, data, or business opportunities

• business interruption or other commercial damages or losses

arising out of or related to the use of, or inability to use, the Service.

14.2 Third-Party Platforms

We rely on third-party platforms (such as Airtable, Make.com, Slack, etc.) to deliver parts of the Service. We cannot guarantee:

• the uptime, performance, or behaviour of these platforms

• that they will not change functionality, pricing, or APIs

• We are not responsible for any loss, downtime, or limitations arising from these third-party services.

14.3 Liability Cap

To the fullest extent permitted by law, our total cumulative liability arising out of or relating to the Service, whether in contract, tort, or otherwise, is limited to the total amount you paid for the Service in the 30 days immediately preceding the event giving rise to the claim.

15. Termination

15.1 Client Cancellation

You may cancel your subscription at any time via the Stripe Customer Portal. Cancellation:

• stops future billing

• does not entitle you to a refund for the current billing period

• allows you to retain access to the Service until the end of the current billing cycle

15.2 Termination by Us

We reserve the right to suspend or terminate your access to the Service if:

• there is repeated or unresolved non-payment or failed payments

• you misuse the Service or act in bad faith

• you make abusive, unreasonable, or harassing demands

• changes you make to your systems make it impossible for us to continue

• the working relationship becomes unmanageable in our reasonable judgement

In most cases, we will:

• attempt to notify you in advance, and

• give you an opportunity to resolve the issue,

• unless the conduct requires immediate termination (e.g. abuse or severe misuse).

15.3 Access After Termination

If the subscription is terminated for normal reasons (e.g. cancellation or non-renewal), you retain ownership of your systems and configurations already delivered.

If termination is due to severe misuse or abuse, we may immediately cease all work and access without obligation to continue through the end of the billing cycle.

16. Changes to These Terms

We may update these Terms from time to time. When we do, we will update the “Last updated” date at the top.

Material changes will, where reasonably possible, be communicated to active clients.

By continuing to use the Service after changes take effect, you agree to be bound by the updated Terms.

If you do not agree with the updated Terms, you should cancel your subscription and stop using the Service.

17. Governing Law

These Terms are governed by and construed in accordance with the laws of The Netherlands, without regard to its conflict of law principles.

Any disputes arising out of or related to these Terms or the Service will be subject to the exclusive jurisdiction of the courts of Zwolle, unless otherwise required by applicable law.