Marketing Services Terms & Conditions

NEWCASTLE CREATIVE CO. PTY LTD trading as The Allied Health Marketing Hub

For comprehensive policies relating the The Allied Health Hub platform, please visit this link: https://www.thealliedhealthhub.com/policies-terms-and-conditions/

Last updated: 25th June 2026

These Marketing Services Terms & Conditions apply to services provided by NEWCASTLE CREATIVE CO. PTY LTD trading as The Allied Health Marketing Hub (“we”, “us”, “our”) to you, the customer (“you”, “your”).

These terms are written in plain English so both parties understand what is included, what is not included, who is responsible for what, and what happens if timelines, scope, payments, platforms or third-party services change.

By accepting a proposal, signing up to a plan, paying an invoice, approving work to begin, or continuing to use our services, you agree to these terms.

1. About these terms

These terms apply to our clinic marketing, website, advertising, creative and related services provided to individual clinics, practices and businesses. In these services, The Allied Health Marketing Hub acts as the marketing agent or service provider for the client clinic. These terms do not apply to marketing conducted by The Allied Health Hub for its own platform, marketplace, directory, events, courses, memberships, community or other Hub-owned services where The Allied Health Hub acts as principal.

Services covered by these terms include but are not limited to:

• clinic website design and development;
• clinic landing pages and campaign pages;
• clinic website care plans and hosting-related support;
• Google Ads and paid advertising support for clinics;
• clinic marketing campaigns and promotion packages;
• copywriting, design, creative and content services;
• reporting, strategy, consulting and implementation support; and
• any other clinic marketing services described in an accepted proposal, plan, quote, invoice or written agreement.

If there is a conflict between these terms and a written proposal or service agreement, the written proposal or service agreement will apply to the extent of the inconsistency.

2. Our relationship with you

We will use our experience, skill and care to deliver the services agreed with you in a professional and timely manner.

You agree that you have the authority to enter into this agreement on behalf of your business, company, organisation or practice. You also agree to provide the information, access, approvals, content, images, brand assets, platform access and feedback we reasonably need to deliver the services.

Deadlines work both ways. We are not responsible for missed deadlines, delayed launches, paused campaigns, incomplete work or reduced performance where delays are caused by late content, late approvals, missing access, unpaid invoices, platform issues, third-party delays or changes outside our control.

3. Service scope, proposals and plans

The services we provide will be set out in a proposal, package, plan, quote, invoice, email confirmation or other written agreement.

Unless specifically included, our services do not include every possible task connected to your business, website, advertising account, email system, CRM, booking system, DNS, domain, hosting environment, third-party software, clinical compliance obligations or internal business processes.

If you ask us to do work outside the agreed scope, we may quote separately, charge at our current standard rates, or decline the work if it is outside our service capability or capacity.

4. Your responsibilities

You are responsible for:

• providing accurate information, instructions and approvals;
• supplying content, images, logos, login access and other materials when required;
• ensuring any claims, offers, prices, clinical statements, practitioner information, service descriptions and regulatory statements you provide are accurate and lawful;
• checking work we send for review before approving it;
• testing enquiry forms, phone numbers, booking links and email delivery where relevant to your business;
• maintaining appropriate access to your own business systems, domains, emails, ad accounts and third-party platforms;
• paying invoices and plan fees on time; and
• telling us promptly if something appears incorrect, broken, missing or not performing as expected.

You guarantee that any text, images, graphics, photographs, trademarks, logos, designs, videos, testimonials, reviews, claims, files or other materials you provide to us are owned by you, licensed to you, or otherwise approved for your use.

5. Approvals, timelines and delays

We may ask you to review and approve strategy, copy, designs, campaign assets, website pages, advertising materials, reports or other work.

If you delay feedback, provide incomplete information, change direction, withhold access, or do not approve work in a timely way, project timelines and campaign schedules may be extended.

If a project or service is delayed for reasons outside our control, we may continue billing for the agreed plan, pause the project, revise the timeline, charge for additional work required to restart or update the project, or treat the project as cancelled if the delay materially changes the nature of the work.

6. Changes, revisions and additional work

Our proposals and plans are based on the scope we understand at the time they are prepared.

If you change your mind, request extra pages, request additional designs, request new functionality, change campaign direction, add new platforms, request additional reporting, require more meetings, or otherwise increase the scope, we may charge additional fees.

Additional work must be agreed before it begins. Additional work may also affect deadlines, launch dates, campaign schedules and deliverables.

Where a design or creative service includes revision rounds, those revisions apply only to the agreed deliverables and do not include a full change of direction, new strategy, new brief, additional pages, new campaigns or additional functionality unless agreed.

7. Website design, development and care plans

Where we design or build a website, landing page or campaign page, the included deliverables will be set out in the relevant proposal, package or plan.

Unless otherwise agreed, website projects may include consultation, planning, design, development, launch support and a reasonable number of revisions as described in the accepted proposal or plan.

We build for current stable versions of major browsers and commonly used devices. We do not guarantee identical appearance or behaviour across every browser, device, operating system, screen size, email client, assistive technology, legacy browser or unsupported software.

If your plan includes hosting, maintenance, care plan services, plugin management, licence management or limited technical support, those services are provided subject to the inclusions and limits of your plan. We are primarily a website and marketing services provider, not an internet service provider, domain registrar, email provider or third-party platform provider.

Technical issues can arise from hosting environments, DNS, domains, plugins, themes, email providers, security tools, third-party services, software updates and external platforms. We will use reasonable care to assist where the issue falls within our service scope, but we are not responsible for outages, failures, limitations or changes caused by third parties or systems outside our control.

8. Marketing, advertising and campaign services

Where we provide marketing, advertising, Google Ads, paid media, campaign or promotional services, we will use reasonable skill and care to plan, set up, manage, advise on or optimise the services agreed with you.

You acknowledge that marketing and advertising outcomes depend on many factors outside our control, including your offer, market demand, competition, location, budget, website conversion rate, enquiry handling, reviews, pricing, availability, seasonality, audience behaviour, ad platform decisions and broader economic conditions.

We do not guarantee:

• enquiries, bookings, leads, sales or revenue;
• search rankings or ad positions;
• cost per click, cost per lead or return on ad spend;
• campaign approval by Google, Meta or any other advertising platform;
• uninterrupted campaign delivery;
• that every enquiry or form submission will result in a genuine prospect; or
• that past performance will continue or be repeated.

Advertising platforms may reject, limit, suspend, review or remove ads, keywords, accounts, landing pages or campaigns at their discretion. We are not responsible for decisions made by those platforms, although we may assist with reasonable troubleshooting or revisions where included in your service scope.

9. Google Ads, ad accounts, tracking and ad spend

Unless expressly stated otherwise, advertising spend is separate from our management, setup, creative, consulting or service fees.

For clinic marketing services, the clinic owns its Google Ads account. We operate the account through manager account access, commonly referred to as Google Ads Manager Account or MCC access. We do not own the clinic’s Google Ads account. If our services end, we will remove our manager access and the clinic retains the account, account history, campaign history, conversion history, audiences and other account data, subject to Google’s own terms and platform rules.

This clinic marketing model is different from any Hub-owned advertising or marketing activity where The Allied Health Hub or The Allied Health Marketing Hub markets its own platform, marketplace, directory, events, courses, memberships, community or services as principal.

Where conversion tracking is included, tracking may be set up through The Allied Health Marketing Hub’s Google Tag Manager container or another tracking container, tool or method we select. We retain ownership and administrative control of The Allied Health Marketing Hub’s Google Tag Manager container, tags, triggers, variables, templates, tracking structures and related setup methods. If services end, we may remove, disable or retain our tracking container and related configuration unless otherwise agreed in writing.

Unless otherwise agreed, we set, manage and adjust the daily advertising budget for campaigns we manage based on the agreed strategy, campaign goals, available budget and platform performance. You authorise us to pause campaigns, adjust daily spend, reallocate budget, change bidding settings, adjust campaign settings, test variations and make reasonable optimisation decisions without seeking separate approval each time.

If you access the advertising account and alter budgets, billing settings, campaign settings, conversion actions, tracking, ads, keywords, audiences, landing pages, account access or other configuration, you are responsible for the effect of those changes. We are not liable for additional spend, lost performance, tracking issues, delivery issues, rejected ads, data loss, reporting gaps or other consequences caused by changes made by you, your staff, your contractors, your IT provider or any other third party with access to the account or related systems.

If ad spend is paid directly by you to Google or another platform, you are responsible for maintaining valid billing details, budgets, account access and compliance with that platform’s terms.

Advertising platforms may use modelling, estimates, attribution windows, sampling, delayed reporting, privacy thresholds and automated calculations. We are not liable for differences between platform-reported figures and your internal records, including differences between Google Ads, Google Analytics, Google Tag Manager, call tracking, booking systems, CRMs, inbox records, phone records, reception logs, practice management software or other internal reporting systems.

Where we have not built your full website, do not control your DNS, do not manage your hosting, do not manage your email settings, or do not have sufficient platform access, our ability to diagnose tracking, form, email, deliverability or conversion issues may be limited.

10. Content, claims and compliance

You are responsible for the accuracy and lawfulness of the claims, content, offers, credentials, qualifications, testimonials, service descriptions, health information, pricing, availability, guarantees, disclaimers and regulatory statements used in your marketing or website.

This is especially important for health, allied health, wellness, medical, therapeutic, disability, education, finance, legal or other regulated services.

We may provide general marketing, copywriting, design or advertising guidance, but we do not provide legal, clinical, regulatory, accounting, financial or compliance advice unless explicitly agreed in writing by a qualified professional.

You are responsible for obtaining any required legal, clinical, regulatory, professional or industry-specific approval before publishing or approving content, campaigns or claims.

11. Third-party services, platforms and email deliverability

Our work may rely on third-party services, including but not limited to hosting providers, domain registrars, DNS providers, email providers, form tools, analytics tools, advertising platforms, payment providers, booking systems, CRMs, plugins, themes, software licences, security tools and content delivery networks.

Third-party services are subject to their own terms, pricing, limitations, outages, updates, privacy settings, security rules, spam filters, approval processes and platform decisions. We are not responsible for third-party failures, downtime, rejected ads, changed features, changed pricing, loss of access, deliverability issues, account suspensions or platform decisions outside our control.

For websites we build and manage, form submissions may be sent using Amazon Simple Email Service (Amazon SES) or another transactional email delivery service selected by us. This helps improve reliable delivery, but no email delivery method can guarantee that every message will reach an inbox, avoid spam filtering, or be seen by the intended recipient.

For subdomain Google Ads plans, campaign landing pages, or other marketing pages where we have not built the full website, do not manage the client’s DNS, do not manage the client’s email settings, or do not have sufficient access to the client’s hosting, domain, email provider or mail authentication records, form submission delivery may be affected by the client’s own email provider, spam filters, mailbox rules, security settings, DNS records, forwarding rules or IT configuration.

In those cases, it is the client’s responsibility to regularly check, test and confirm that form submissions, enquiries and notifications are being received correctly. This includes checking inboxes, spam/junk folders, mailbox rules, forwarding addresses, CRM integrations and any other systems used to receive enquiries.

If you ask us to investigate or resolve email deliverability, DNS, mailbox, spam filter, CRM, forwarding or third-party platform issues outside the agreed service scope, we may charge additional fees or recommend that you work directly with your email provider, IT provider, domain provider or relevant third-party service.

12. Payments, subscriptions and overdue accounts

You agree to pay all fees, invoices, deposits, plan payments, setup fees, subscription fees, ad management fees, project fees and other charges in accordance with the agreed payment schedule, invoice terms, proposal or plan.

Depending on the service, payment arrangements may include deposits, milestone payments, upfront setup fees, weekly instalments, monthly retainers, fixed project fees, recurring plan fees or other agreed arrangements.

If payment is late, fails, is reversed or remains unpaid, we may pause work, pause campaigns, withhold deliverables, suspend services, remove access to testing or staging environments, delay launch, decline further work, recover reasonable costs, or terminate the service.

Failure to provide required content, access or approvals does not remove your obligation to pay for work completed, time reserved, plan access, service availability, campaign setup or agreed recurring services.

13. Cancellation, pauses and refunds

Cancellation rights, minimum terms, pause options and refund arrangements may vary depending on the service, package, plan or proposal you have accepted.

Unless otherwise required by law or agreed in writing:

• fees for work already performed are not refundable;
• setup fees, strategy fees, design fees, copywriting fees, development fees, advertising setup fees and campaign management fees are not refundable once work has begun;
• recurring plan fees remain payable for the agreed term or notice period;
• advertising spend paid to third-party platforms is subject to the platform’s own billing and refund rules;
• delays caused by late content, late approvals, missing access or client-side issues do not automatically entitle you to a refund; and
• cancelling a service may result in removal of access to hosting, licences, software, premium tools, unpublished work, staging links or managed systems provided as part of the service.

Nothing in these terms limits any rights you may have under Australian Consumer Law or other laws that cannot be excluded.

14. Intellectual property and licences

You retain ownership of the materials you provide to us, including your text, images, logos, brand assets, business information, photographs and other supplied content, unless someone else owns those materials.

Once all amounts owing for the relevant work are paid, you own the final approved custom visual elements, creative assets and written content we create specifically for you, unless otherwise stated in a proposal or agreement.

We retain ownership of our pre-existing intellectual property, methods, know-how, systems, templates, processes, frameworks, working files, concepts not selected, internal tools, code libraries, reusable components, strategy models, documentation structures and other materials developed independently of your project.

Where we use third-party software, plugins, themes, stock images, fonts, integrations, APIs, tools, platforms or licences, your use of those materials is subject to the relevant third-party licence or terms.

Where your website, landing page or service uses premium licences, plugins, software, themes, systems or tools owned, paid for or managed by us, those licences may only be available while you remain on the relevant care plan, hosting plan, marketing plan or managed service. If you leave our services, move your website away, cancel a care plan, or ask another provider to take over, we may remove or deactivate our licences, software keys, proprietary tools and other intellectual property.

15. Portfolio, case studies and promotion

Unless you ask us in writing not to, we may refer to your business as a client and display or link to completed work as part of our portfolio, website, social media, proposals, case studies, presentations or promotional materials.

We will use reasonable discretion when sharing work and will not intentionally disclose confidential information, private campaign data or sensitive business information without permission.

If confidentiality is important for a particular project, campaign or business relationship, you must tell us in writing before the work is published or promoted.

16. Confidentiality

Each party agrees to keep confidential information received from the other party confidential and to use it only for the purpose of delivering or receiving the services.

Confidential information does not include information that is publicly available, already known, independently developed, lawfully received from someone else, or required to be disclosed by law.

17. Liability and disclaimers

We will use reasonable skill and care in providing the agreed services, but we do not guarantee that any website, campaign, platform, email, form, integration, hosting environment, software, plugin, third-party service or advertising account will always be uninterrupted, error-free, secure, approved, profitable or available.

To the maximum extent permitted by law, we are not liable for indirect loss, loss of profit, loss of revenue, loss of savings, loss of opportunity, loss of data, loss of goodwill, business interruption, third-party platform decisions, advertising platform suspensions, email deliverability failures, search ranking changes, rejected ads, lost enquiries, spam filtering, or consequential loss arising from or connected to the services.

Where liability cannot be excluded, our liability is limited, where permitted by law, to resupplying the services or paying the cost of having the services supplied again.

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot be excluded under Australian Consumer Law or any other applicable law.

18. Links to our main policies

These terms may operate alongside other policies, terms or agreements published by The Allied Health Hub, The Allied Health Marketing Hub or Newcastle Creative Co.

Where relevant, you should also read our:

• Privacy Policy;
• Website Terms or Platform Terms;
• Refund & Cancellation Policy;
• Advertising or Marketing Services Policy;
• User Generated Content or Community Standards Policy; and
• any proposal, plan, package, invoice, service agreement or onboarding document provided to you.

If these terms are published on a subdomain or marketing website, the main policy documents may be hosted on another official website operated by us.

19. Governing law

These terms are governed by the laws of New South Wales, Australia.

The parties submit to the exclusive jurisdiction of the courts of New South Wales, Australia, subject to any rights or protections that cannot be excluded by law.

20. Acceptance

You accept these terms when you:

• sign or accept a proposal;
• approve work to begin;
• pay an invoice, deposit, setup fee or plan fee;
• sign up to a plan, package or service;
• continue using our services after receiving or being directed to these terms; or
• otherwise confirm acceptance in writing.

If one part of these terms is found to be invalid, unlawful or unenforceable, the remaining parts continue to apply.