Policies
The plain terms
marlow-labs.com is operated by The House of Marlow, an independent studio working with clients internationally. Questions about anything on this page can go to hello@houseofmarlow.com.
Last updated 4 November 2026
Payment and refunds
Every engagement is quoted as a fixed one-time fee before work begins. Fees are quoted and charged in US dollars.
Two instalments
Fifty percent is due to begin the engagement. The remaining fifty percent is due on delivery, before final files and account access are transferred.
Deposit
The first payment includes a $300 non-refundable deposit, which covers the strategy and setup work that begins immediately.
Cancelling before work starts
If you cancel before the engagement begins, the amount paid beyond the $300 deposit is refunded in full.
Cancelling after work starts
The first payment becomes non-refundable once work has begun, and any milestone completed beyond it is billed at the agreed rate.
How you pay
Card payments are processed securely by Stripe. Invoicing is available on request. We never see or store your card details. Payments are charged in US dollars, and your card issuer converts them to your local currency at its own rate, so your statement shows your currency.
Ongoing support
Monthly retainers are optional, quoted separately, and cancel with thirty days' notice. They are never included in the tier price.
Privacy
We keep this short because we collect very little. This policy covers marlow-labs.com and enquiries made through it.
What we collect
The name, email address, business details and message you submit through the intake form, plus the messages you send to the site assistant.
Why we collect it
To reply to your enquiry, prepare a quote, and deliver work you have engaged. Nothing more.
What we never do
We do not sell, rent or trade your details, and we do not add you to a marketing list because you asked for a quote.
Who processes it
Enquiries are stored in our own database and card payments are processed by Stripe. Both are used only to run the studio and its engagements.
Removing your details
Email hello@houseofmarlow.com and we will delete your enquiry and your records, except where we are required to keep invoice records.
Terms of engagement
Each engagement is confirmed in writing before it starts. These are the standing terms behind that scope.
Scope
The tier and written scope define the work. Anything outside it is quoted and approved before it is started.
Timelines
Delivery windows assume timely feedback and access from you. Delays in feedback move the delivery date by the same amount.
Ownership
Final files, accounts and intellectual property transfer to you on payment in full. We keep the right to describe the work in our portfolio.
Confidentiality
Business information you share stays private. We do not publish client names or work without written permission.
Liability
We are responsible for delivering the agreed scope. We are not liable for business outcomes, third-party platform changes or outages outside our control.