What services does BrightBridge Engagement typically offer for customer engagement projects?

BrightBridge Engagement focuses on practical customer-engagement support that helps businesses build stronger interaction, relationships, loyalty, and participation. The service scope can include engagement strategy, campaign planning, customer journey improvement, community or audience activation, and support with communications that keep people involved over time.

What is usually included when BrightBridge Engagement is brought in for an engagement project?

A typical project includes a review of the current engagement approach, clear recommendations, and a plan tailored to the audience and objectives. Depending on the brief, it may also include message development, channel guidance, content support, and ongoing refinement so the work stays grounded in real customer behaviour.

How are pricing and quotes usually structured for customer-engagement work?

Pricing is typically shaped around the scope of the engagement, the channels involved, and how much planning or coordination is needed. Some projects are quoted as a fixed fee, while others are charged on a monthly or project basis so the cost stays clear from the start.

What factors can affect the cost of a customer-engagement project?

The main cost drivers are the size of the audience, the level of personalisation, the number of touchpoints, and whether reporting or ongoing optimisation is included. If the work needs more frequent interaction, specialist content, or support across multiple relationship-building activities, the fee will usually be higher.

How do I get in touch with BrightBridge Engagement to start a conversation?

The simplest way is to send us a message through our contact form or email us with a brief outline of what you want to improve. If you prefer, you can also call during our normal working hours and we will help you take the next step.

Terms of Service

Effective Date: 13 July 2026

1. Introduction and Acceptance of Terms

These Terms of Service ("Terms") govern your access to and use of the services provided by BrightBridge Engagement Solutions Ltd, a customer-engagement services provider with its registered business address at BrightBridge Engagement, 27 Temple Chambers, 3-7 Temple Avenue, London EC4Y 0DT, United Kingdom ("we", "us", "our").

By engaging our services, signing a proposal or statement of work, accessing our deliverables, or otherwise instructing us to proceed, you ("Client", "you", "your") confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, you must not use our services.

Where separate written terms, a proposal, order form, statement of work, or service agreement has been executed between you and BrightBridge Engagement Solutions Ltd, those terms shall prevail to the extent of any inconsistency with these Terms.

2. Scope of Services

BrightBridge Engagement Solutions Ltd provides customer-engagement consultancy and related services, which may include:

Customer journey mapping;
Loyalty programme strategy;
Customer feedback and survey design;
Omnichannel engagement campaigns;
Customer retention planning;
CRM content and lifecycle messaging; and
Community engagement support.

The precise scope, deliverables, milestones, assumptions, and fees for any engagement will be set out in a proposal, statement of work, order form, or other written agreement. Any services not expressly included are out of scope and may be subject to additional fees and revised timelines.

We may use subcontractors, specialist partners, or consultants to support delivery, provided we remain responsible for the overall performance of the services in accordance with the applicable agreement.

3. User Obligations and Responsibilities

You agree to:

Provide accurate, complete, and timely information and materials reasonably required for us to perform the services;
Ensure that all content, data, and instructions supplied to us are lawful, non-infringing, and not misleading;
Obtain all necessary consents, approvals, and permissions for any customer data, trademarks, brand assets, or third-party materials you provide;
Cooperate promptly with our reasonable requests for feedback, approvals, and clarifications;
Maintain the security of any accounts, logins, access credentials, or systems you provide to us;
Use our deliverables in compliance with applicable law and any third-party platform terms;
Not resell, distribute, or misrepresent our deliverables as your own professional advice without appropriate attribution or permission where required.

You are solely responsible for the decisions you make based on our advice, recommendations, or deliverables. Our services are advisory and strategic in nature and do not guarantee commercial outcomes, customer response rates, retention levels, or revenue performance.

We may suspend or delay performance if your failure to comply with these obligations materially affects our ability to deliver the services.

4. Payment Terms and Conditions

Fees will be set out in the relevant proposal, statement of work, or invoice. Unless otherwise stated:

All fees are payable in pounds sterling (GBP);
Invoices are due within 14 calendar days from the invoice date;
Fees are exclusive of VAT and any applicable taxes, duties, or levies, which shall be payable by you in addition where required by law;
We may require a deposit, advance payment, or milestone payments before commencing or continuing services;
Late payments may result in suspension of services until all overdue amounts are paid in full;
We reserve the right to charge interest on overdue sums at the maximum rate permitted by applicable law, together with reasonable recovery costs.

If the scope changes, is delayed by you, or requires additional work outside the agreed scope, we may issue a revised quotation or invoice for the additional services. You will remain responsible for payment of all undisputed amounts.

5. Cancellation and Refund Policy

You may cancel a service engagement by providing written notice to us. Unless otherwise stated in a signed agreement:

Any deposit or upfront fee is non-refundable once work has commenced;
If you cancel after work has started, you must pay for all work completed up to the cancellation date, including committed third-party costs and non-cancellable expenses;
Where services are provided on a fixed-term or milestone basis, any completed milestones remain payable in full;
Refunds, if any, are issued at our discretion only where we determine that a refund is appropriate and lawful.

We may cancel or suspend the services immediately if you materially breach these Terms, fail to pay amounts due, provide unlawful instructions, or if continued performance would be inappropriate, impracticable, or unlawful. In such cases, you remain liable for all amounts accrued up to the effective date of suspension or termination.

Because our services are bespoke, strategic, and primarily intellectual in nature, refunds are generally not available for work already performed, deliverables already supplied, or time reserved for your project.

6. Liability Limitations

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.

Subject to the foregoing, BrightBridge Engagement Solutions Ltd shall not be liable for:

Indirect, consequential, incidental, special, or punitive losses;
Loss of profits, revenue, savings, goodwill, business opportunity, or anticipated benefits;
Loss or corruption of data, provided we have used reasonable care in handling it;
Any failure or delay caused by inaccurate information, incomplete instructions, or your failure to cooperate;
Any third-party services, platforms, tools, advertising systems, CRM systems, analytics tools, or data sources not controlled by us;
Any decision, action, or inaction taken by you based on our recommendations.

To the maximum extent permitted by law, our total aggregate liability arising out of or in connection with the services or these Terms shall be limited to the total fees paid by you to BrightBridge Engagement Solutions Ltd for the specific services giving rise to the claim during the 3 months preceding the event giving rise to the claim, or such other amount as may be expressly stated in a signed agreement.

7. Intellectual Property Rights

Unless otherwise agreed in writing, all pre-existing intellectual property rights, methodologies, frameworks, templates, tools, processes, know-how, and materials used by BrightBridge Engagement Solutions Ltd in performing the services remain our property or the property of our licensors.

Upon full payment of all undisputed fees due for the relevant services, you are granted a non-exclusive, non-transferable, non-sublicensable licence to use the final deliverables we create for your internal business purposes and for the specific project or campaign for which they were produced.

This licence does not include:

Rights to resell, sub-license, or commercially exploit our underlying methodologies;
Ownership of our working files, drafts, or internal notes unless expressly agreed;
Use of any third-party materials except as permitted by their respective licences;
Any rights in our brand, name, trade marks, or company identifiers.

You warrant that any materials you provide to us do not infringe the intellectual property rights of any third party and that you have the necessary rights to grant us permission to use them for the purposes of providing the services.

8. Data Protection and Privacy

We will handle personal data in accordance with applicable data protection legislation and our privacy practices. Where we process personal data on your behalf in connection with the services, the parties may need to enter into a separate data processing agreement or similar arrangement.

You acknowledge and agree that:

You are responsible for ensuring that any personal data you provide to us has been collected lawfully and that you have a valid legal basis for sharing it with us;
You will provide any required privacy notices, consents, or disclosures to individuals whose data is used in connection with the services;
We may process personal data to provide the services, manage our client relationship, maintain records, comply with legal obligations, and protect our legitimate business interests;
We may use secure third-party systems, email services, cloud storage, analytics tools, and collaboration platforms in the ordinary course of business.

If you request information about our privacy practices or require a data processing agreement, please contact us using the details in Section 12.

9. Force Majeure

Neither party shall be liable for any delay or failure to perform its obligations under these Terms to the extent caused by events beyond its reasonable control, including but not limited to acts of God, fire, flood, epidemic, pandemic, war, terrorism, civil unrest, labour disputes, power failures, internet outages, cyber incidents, governmental action, or failure of third-party systems or suppliers.

If a force majeure event continues for an extended period and materially affects performance, either party may suspend performance or terminate the affected services by written notice, without prejudice to any accrued rights or payment obligations.

10. Changes to Terms

We may update these Terms from time to time to reflect changes in our business practices, legal requirements, or operational needs. The updated Terms will take effect on the date stated in the revised version or, if no date is stated, when posted or otherwise communicated to you.

Your continued use of our services after any update constitutes acceptance of the revised Terms. If you do not agree to the updated Terms, you should stop using the services and notify us in writing.

11. Applicable Law and Jurisdiction

These Terms, and any dispute or claim arising out of or in connection with them or their subject matter, shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms, except where applicable law requires otherwise.

12. Contact Information

If you have any questions, complaints, or requests relating to these Terms or our services, please contact BrightBridge Engagement Solutions Ltd using the details below:

Company Name: BrightBridge Engagement Solutions Ltd
Address: BrightBridge Engagement, 27 Temple Chambers, 3-7 Temple Avenue, London EC4Y 0DT, United Kingdom
Email: [email protected]
Phone: +44 20 7946 8372

13. Severability Clause

If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court or competent authority, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and if such modification is not possible, the relevant provision shall be severed from these Terms.

The remaining provisions shall continue in full force and effect. Any failure or delay by BrightBridge Engagement Solutions Ltd to enforce any right or provision under these Terms shall not constitute a waiver of that right or provision.

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