Terms of Business | Community Rocket

Last updated: 6th September 2026

These Terms of Business apply to the business-to-business services supplied by Jonny Quirk, a sole trader trading as Community Rocket (“I”, “me”, “my” or “Community Rocket”).

Community Rocket helps SaaS, subscription and technology businesses improve customer-led growth, retention, lifetime value, advocacy, referrals, customer insight and related customer-facing systems.

The current services covered by these Terms are:

Customer-Led Growth Audit & Roadmap.

Fractional Head of Customer-Led Growth.

Implementation Sprints.

Growth Lab, when available.

Ad hoc services related to our key offering.

Related discovery calls, scoping, workshops, leadership sessions and implementation support.

1. Supplier details

Community Rocket is operated by Jonny Quirk, a sole trader trading as Community Rocket.

Business correspondence address: 28 Kingston, Heaton Moor, SK44SF

Email: hello@communityrocket.co

Website:

https://www.communityrocket.co/

2. Business-to-business services only

Community Rocket supplies services only to businesses and organisations, including companies, partnerships, limited liability partnerships, sole traders and other commercial or not-for-profit organisations purchasing for business purposes.

By requesting a proposal, accepting an engagement, booking a paid service or instructing Community Rocket to begin work, you confirm that:

You are acting wholly or mainly for business purposes and not as a consumer.

You have authority to enter into the agreement for the relevant business, where applicable.

The services are being purchased for use in connection with that business or organisation.

The information supplied to Community Rocket is accurate and complete.

These Terms are not intended for consumers purchasing wholly or mainly for personal, domestic or household purposes. If you are not acting for business purposes, you must notify Community Rocket before entering into an agreement.

Nothing in these Terms excludes liability or rights that cannot legally be excluded. If a mandatory legal protection applies despite the intended B2B nature of an engagement, these Terms will be interpreted subject to that protection.

3. Engagement documents and priority

The scope, deliverables, timetable, price, payment schedule, minimum term, working cadence and customer responsibilities for an engagement will be set out in the applicable proposal, statement of work, order confirmation or other written agreement.

The contract consists of:

The applicable proposal or statement of work.

Any written amendments accepted by both parties.

These Terms of Business.

The Community Rocket Privacy Policy.

If there is a conflict, the proposal or statement of work takes priority, followed by any written amendment and then these Terms.

4. Discovery and introductory calls

An introductory or discovery call is used to understand your business, goals, customer lifecycle and requirements and to assess whether a paid engagement may be suitable.

Unless expressly agreed otherwise, a discovery call:

Is not a completed audit or consultancy engagement.

Does not include a written strategy, report, roadmap or implementation plan.

Does not guarantee that Community Rocket will accept the work.

Does not create an obligation to purchase.

A paid engagement begins only when the relevant proposal, statement of work or booking has been accepted.

5. Contract formation

A contract is formed when Community Rocket:

Accepts a signed proposal or statement of work.

Confirms a paid booking or order.

Confirms acceptance by email; or

Begins work after receiving the customer’s acceptance and any required payment.

Community Rocket may decline an engagement where it reasonably believes that it cannot provide the services properly, the information supplied is inaccurate, payment cannot be verified, a conflict exists, or accepting the work would create an unreasonable legal, commercial or reputational risk.

6. Prices, VAT and payment

Prices are in pounds sterling unless stated otherwise. Any applicable VAT will be identified on the relevant proposal or invoice.

The applicable proposal or statement of work will specify whether payment is due in full in advance, by milestones, monthly in advance or under another written arrangement.

Unless otherwise agreed:

Audit & Roadmap engagements are paid according to the agreed project schedule before the relevant work begins.

Fractional Head of Customer-Led Growth services are paid monthly in advance.

Implementation Sprints are paid in advance or by the agreed milestones.

Workshops, leadership sessions and other booked activities are paid before delivery.

Community Rocket may pause work, withhold deliverables or suspend access where payment is overdue.

A payment delay does not extend any minimum term or remove payment obligations.

You confirm that you are authorised to use the payment method provided.

7. Customer-Led Growth Audit & Roadmap

The Audit & Roadmap is normally a 4–6-week diagnostic and planning engagement, subject to the size, complexity and availability of the customer’s team, systems and information.

The agreed scope may include:

Analysis of customer lifecycle, retention, advocacy and related systems.

Review of relevant customer-facing strategy and activity.

Stakeholder and team interviews.

Customer interviews, where included and practical.

Identification of commercial leaks, gaps and opportunities.

A personalised Customer-Led Growth and Retention Report.

A 90-day action plan or roadmap.

A leadership workshop to discuss findings and recommendations.

The timetable depends on the customer providing timely information, access, interview participants, approvals and decisions.

If the customer delays or fails to provide what is reasonably required, Community Rocket may extend the timetable, revise the scope, charge for additional work or pause the engagement until the required material is provided.

8. Fractional Head of Customer-Led Growth

The Fractional Head of Customer-Led Growth service is an ongoing strategic and operational partnership. The proposal will define the service period, minimum term, working cadence, availability, communication channels and deliverables.

Depending on the engagement, the service may include:

Weekly or bi-weekly working sessions.

Strategic leadership across retention, lifecycle, advocacy and community.

Async feedback and decision support.

Roadmap development and updates.

Quarterly reviews.

Training and team enablement.

Support across product, marketing, customer experience, sales and operations.

Unless the proposal states otherwise:

Fees are billed monthly in advance.

The initial minimum term is 3 months.

The customer cannot terminate for convenience during the initial minimum term.

After the initial term, either party may terminate with 30 days’ written notice.

Fees remain payable during the notice period.

Unused time, sessions or availability do not roll over unless agreed in writing.

Community Rocket may suspend the service immediately for overdue payment or material breach.

9. Implementation Sprints

Implementation Sprints are focused projects, normally lasting 6–12 weeks, addressing an agreed customer-led growth priority.

Possible areas include:

Onboarding and churn reduction.

Advocacy and referral systems.

Community flywheel design.

Customer insight infrastructure.

Other customer lifecycle solutions agreed in writing.

The proposal will specify the objective, scope, deliverables, timetable, customer responsibilities and fees. Work outside the agreed scope requires written approval and may be charged separately.

The customer must provide timely access to relevant systems, data, staff, customers, materials and decision-makers.

10. Customer responsibilities

The customer must:

Provide accurate, complete and timely information.

Give access to relevant people, systems, data and materials.

Obtain all permissions required to share customer, employee, stakeholder or other personal data.

Ensure that customer interview participants and other data subjects are informed where required.

Review and approve deliverables promptly.

Make its own legal, financial, commercial, product and operational decisions.

Implement recommendations at its own risk and responsibility.

Ensure its use of deliverables complies with law and third-party rights.

Community Rocket is not responsible for delay, error or outcome caused by inaccurate information, missing access, delayed decisions, changes made by the customer or failure to implement recommendations.

11. Cancellation by business customers

Unless the applicable proposal or statement of work provides otherwise:

A one-off project cannot be cancelled for convenience after acceptance without payment for work completed, preparation undertaken, time reserved, approved third-party costs and other non-recoverable commitments.

An Audit & Roadmap or Implementation Sprint cannot be cancelled without payment for relevant work completed up to the effective cancellation date.

A Fractional Head of Customer-Led Growth engagement is subject to its agreed minimum term.

After the minimum term, either party may terminate with 30 days’ written notice.

Fees remain payable throughout the notice period.

Retainer and fractional-service fees paid for a month are non-refundable, subject to the applicable written agreement.

Cancellation does not entitle the customer to a refund for deliverables supplied, work performed or time and capacity reserved.

Any cancellation charge will be limited to a genuine estimate of work, committed capacity, unavoidable costs and likely loss and will not operate as a penalty.

Cancellation notices must be sent in writing to hello@communityrocket.co, unless the proposal specifies another method.

12. Meetings, rescheduling and delay

Where an engagement includes scheduled meetings, the customer must attend or provide reasonable notice of a change.

If the customer cancels or reschedules with less than 48 hours’ notice, fails to attend or is not ready to proceed, Community Rocket may treat the session or scheduled work as used and may charge reasonable additional costs caused by the delay.

Community Rocket may make an exception for a genuine emergency at its discretion.

13. Refunds

Except where a written agreement expressly states otherwise:

There is no change-of-mind refund for work already completed.

There is no refund for a workshop, leadership session, interview or scheduled activity that has already taken place.

There is no refund for completed Audit & Roadmap or Implementation Sprint work.

Fees remain payable for preparation, research, interviews, deliverables, completed work, reserved capacity, approved costs and non-recoverable commitments.

Fractional and retainer fees are non-refundable for the paid month and remain payable during the agreed notice period.

Dissatisfaction with a commercial outcome does not create a refund right where the agreed services have been delivered.

A customer’s decision not to implement or use recommendations does not create a refund right.

If Community Rocket cancels an undelivered service and cannot offer a reasonable replacement, Community Rocket will refund the amount paid for the undelivered part.

14. No guaranteed commercial outcome

Community Rocket provides expertise, analysis, strategy, recommendations and implementation support. Results depend on factors outside its control, including product quality, market conditions, pricing, customer behaviour, internal capabilities, budgets, implementation and data quality.

Community Rocket does not guarantee:

Increased revenue or sales.

Reduced churn.

Increased retention or lifetime value.

More referrals, advocacy or community participation.

Product-market fit.

A particular return on investment.

A particular customer, investor or commercial outcome.

Any agreed objective is subject to the assumptions, dependencies and customer responsibilities stated in the proposal.

15. Intellectual property

Unless agreed otherwise in writing:

Community Rocket retains ownership of pre-existing frameworks, methodologies, templates, processes, tools, know-how and reusable intellectual property.

Community Rocket retains ownership of reusable materials and materials not created exclusively for the customer.

Once all relevant fees have been paid, the customer receives a non-exclusive, non-transferable licence to use customer-specific reports, roadmaps and deliverables for its own internal business purposes.

The customer must not resell, publish, sublicense or commercially exploit Community Rocket materials without written permission.

Any alternative ownership or licensing arrangement must be stated in the proposal or statement of work.

16. Confidentiality and data protection

Each party must protect the other party’s confidential information and use it only for the engagement.

The customer confirms that it has a lawful basis and all necessary permissions for sharing personal data, customer information, interview information and other materials with Community Rocket.

Personal data is processed in accordance with the Community Rocket Privacy Policy. Where Community Rocket processes personal data on the customer’s documented instructions as a processor, the parties may enter into a separate data-processing agreement.

17. Third-party services

Community Rocket may use third-party tools or platforms for communication, scheduling, meetings, storage, analysis or delivery. Community Rocket is not responsible for failures caused by those third parties, but will take reasonable steps to manage their impact.

The customer is responsible for ensuring that its systems, data and integrations are suitable and that it has the permissions required for any third-party tool used in the engagement.

18. Liability

Community Rocket will provide the services with reasonable care and skill.

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited, including liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that applicable law does not permit the parties to limit.

For business customers:

Community Rocket is not liable for indirect or consequential loss, loss of profit, revenue, sales, anticipated savings, opportunity, goodwill or reputation.

Community Rocket is not liable for losses caused by customer decisions, inaccurate information, delayed approvals, failure to implement recommendations, third-party platforms or events outside reasonable control.

Community Rocket’s total liability arising from an engagement will not exceed the total fees paid or payable for that engagement during the 12 months before the event giving rise to the claim, or £10k, whichever is higher.

The liability cap should be reviewed against Jonny Quirk’s professional indemnity, public liability and cyber insurance.

19. Indemnity

The customer will reimburse Community Rocket for reasonable losses, claims, costs and expenses arising from:

Materials supplied by the customer that infringe a third party’s rights.

The customer’s unlawful processing or disclosure of personal data.

The customer’s breach of these Terms or the applicable proposal.

The customer’s use or implementation of deliverables in breach of law or third-party rights.

This clause does not require the customer to reimburse Community Rocket for losses caused by Community Rocket’s own fraud, negligence or breach.

20. Suspension and termination

Community Rocket may suspend or terminate an engagement if:

Payment is overdue.

The customer materially breaches the agreement.

The customer fails to provide information, access or cooperation required for delivery.

The customer behaves abusively, unlawfully or in a way that creates unreasonable risk.

Continuing the engagement would create a conflict or legal, professional or reputational risk.

Termination does not affect rights or obligations accrued before termination. Fees for completed work, committed time, approved costs and applicable notice periods remain payable.

21. Events outside reasonable control

Community Rocket is not liable for delay or failure caused by circumstances outside reasonable control, including illness, internet or platform failure, power failure, cyberattack, industrial action, government action, natural disaster or other force majeure event.

Community Rocket will take reasonable steps to reduce the effect of the event and resume performance as soon as reasonably practical.

22. Complaints

Complaints should be sent to hello@communityrocket.co, with the relevant proposal, invoice or engagement reference and details of the issue.

Community Rocket will review the complaint and respond within a reasonable period.

23. Website and content

The Website and its content are provided for general business information. Website content does not constitute legal, tax, financial, investment, medical or other regulated professional advice.

Community Rocket may update, suspend or remove Website content and functionality. Community Rocket does not guarantee that the Website will always be available, error-free or uninterrupted.

24. Changes to these Terms

The Terms applying to an engagement are those in force when the proposal, order or booking is accepted. Community Rocket may update these Terms for future engagements by publishing a revised version on the Website.

25. Assignment and subcontracting

The customer may not transfer or assign its rights or obligations without Community Rocket’s prior written consent.

Community Rocket may use appropriately qualified subcontractors or suppliers to support delivery, while remaining responsible for managing the agreed service.

26. Severance and waiver

If a provision is found invalid or unenforceable, it will be modified or removed only to the extent necessary, and the remaining provisions will continue in effect.

A failure or delay to enforce a right does not waive that right.

27. Entire agreement

The applicable proposal, statement of work, written amendments and these Terms constitute the agreement between the parties regarding the relevant engagement and supersede earlier discussions about that engagement.

Neither party relies on a statement not expressly included in the agreement, except that this does not exclude liability for fraud or fraudulent misrepresentation.

28. Governing law and jurisdiction

These Terms and any non-contractual disputes are governed by the law of England and Wales.

The courts of England and Wales have exclusive jurisdiction, unless the parties agree otherwise in writing.

29. Contact

Jonny Quirk, trading as Community Rocket

Business correspondence address: 28 Kingston, Heaton Moor, SK44SF

Email: hello@communityrocket.co