Druff Agency — Retainer Terms and Conditions

Last updated: 9 September 2026

1. Parties and definitions

“Druff” means Druff Interactive, trading as Druff Agency. “Client” means the entity subscribing. “Slot” means one line of design production under which one brief is in production at a time. “Brief” means a single design request submitted through Druff HQ. “Queue” means the Client’s list of submitted Briefs. “Brand manager” means Druff’s nominated account lead. “Business hours” means 08:00–17:00 SAST, Monday to Friday, excluding South African public holidays.

2. The service

Druff provides guaranteed design capacity on retainer: for each Slot, one Brief in production at a time, unlimited Briefs in the Queue from any number of Client users, a Brand manager, senior review of every deliverable, access to Druff HQ and a brand library.

3. Turnaround

Druff targets delivery of a 24-hour Brief within one business day and a 48-hour Brief within two business days, measured from the time the Brief enters production, not from submission. Queued Briefs start when the Slot becomes free; if the Queue is empty, a Brief enters production the same business day. Turnaround targets are service levels, not guarantees, except as stated in clause 12.

4. Brief sizes

24-hour and 48-hour Briefs are as defined on the pricing page at the time of submission. The Brand manager classifies each Brief on the day it is submitted. Work larger than a 48-hour Brief is outside the retainer and will be quoted separately.

5. Quoted work

Brand systems and rebrands, full website design, intranet and portal design, multi-department campaigns and any work not listed as a Brief are quoted as fixed-price projects, 50% payable on acceptance and 50% on delivery. Active retainer Clients receive 10% off (15% on the two-slot plan).

6. Exclusions

Druff does not provide software development, coding, hosting, maintenance, media buying, CRO or print production. Website and application designs are delivered as dev-ready Figma files for build by the Client or a third party. Druff is not responsible for third-party builds.

7. Urgent briefs

Each Slot includes two same-day urgent Briefs per calendar month, limited to 24-hour Brief sizes, non-transferable and not carried over. Additional urgent Briefs are charged at the published rate and accepted at Druff’s discretion subject to capacity. Urgent Briefs start within four business hours of acceptance.

8. Queue priority

The Client nominates one queue owner who may reorder the Queue. Briefs are otherwise worked in order of submission.

9. Revisions

Revisions to a delivered Brief that stay within the original request are included. A change of direction, scope or content constitutes a new Brief.

10. Onboarding

A once-off, non-refundable onboarding fee covers loading the Client’s existing brand assets into Figma, Druff HQ setup and team briefing. Templates and new brand assets are produced through the Slot or quoted.

11. Additional slots

Slots may be added at any time and are billed pro rata for the first month. A Slot may be removed on 30 days’ written notice.

12. First-brief guarantee

If the Client’s first 24-hour Brief, submitted after onboarding is complete, is not delivered within 48 business hours of the Slot going live, the onboarding fee is refunded.

13. Free first brief

Where Druff offers a free brief before subscription, it is limited to one 24-hour Brief per company, delivered as export files only, subject to weekly capacity, and creates no obligation on either party.

14. Term and termination

The agreement runs month to month from the Slot start date. Either party may terminate on 30 days’ written notice, effective at the end of the following billing month. Fees are not refundable for the notice period.

15. Pause

After the first three months, the Client may pause the Slot once in any 12-month period for one calendar month on 30 days’ written notice. While paused, the Slot is released; on return, work resumes when capacity allows. The brand library remains accessible during a pause.

16. December

From 16 December to 5 January, turnaround targets are suspended and the Slot operates at reduced capacity for urgent Briefs only. Fees are unchanged.

17. Fees and payment

Fees are invoiced monthly in advance and payable on presentation by debit order, card or EFT. If payment fails or is overdue, the Queue is paused and no work is released until payment clears. Fees are stated in pounds sterling or US dollars, as invoiced and exclusive of VAT where applicable. Druff may revise fees on 60 days’ written notice.

18. Ownership

On payment, the Client owns the final delivered files. Druff retains working files and pre-existing materials and may display delivered work in its portfolio unless the Client objects in writing. On termination the Client may export its brand library within 30 days.

19. Client obligations

The Client supplies content, approvals and brand materials in time; delays in supply extend turnaround accordingly. The Client warrants it holds rights to all materials supplied.

20. Confidentiality

Each party keeps the other’s non-public information confidential. Druff HQ data is hosted in accordance with POPIA and, for UK and EU clients, the UK/EU GDPR.

21. Liability

Druff’s total liability under this agreement is limited to the fees paid by the Client in the month preceding the claim. Neither party is liable for indirect or consequential loss.

22. Law

South African law applies; the parties submit to the jurisdiction of the courts of Pretoria. For Clients outside South Africa this clause applies equally.

23. Whole agreement

These terms, the pricing page at the date of subscription and the onboarding form constitute the whole agreement. Druff may update these terms on 30 days’ notice.

Brief sizes are set out in full on the pricing page.