Client Separation Policy

At CreativeWP Ltd, we are committed to building long-term partnerships with our clients. However, we also understand that sometimes business needs change. Whether you’re completing a successful project or deciding to take a different direction, we believe that even parting ways should be a smooth, respectful, and professional experience.

This policy outlines the process we follow when a client relationship comes to an end—including what you can expect in terms of handover, timeframes, responsibilities, and legal considerations.

1. How to Initiate a Separation

To ensure transparency and accountability, all separation requests must be submitted digitally through our official process.

You’ll find a “Request Separation” Form on our Separation Policy page which can be found online in our policy documents, or you can email accounts@creativewp.co.uk with the request. Completion of this form or Specific Email is mandatory to begin the process and creates a traceable digital record.

The separation process officially begins only once this form is submitted and acknowledged, or the email is submitted and acknowledged by CreativeWP Ltd.

2. Clients on Flexi-Payment Plans

If you are on a Flexi-Payment agreement, the following rules apply:

• You must complete all remaining payments before any asset handover or IP transfer occurs. 
• You can choose to: 
  • Pay the full remaining balance immediately, or 
  • Continue with the existing plan until it concludes naturally, after which the standard separation process will apply. 

Until all payments are fulfilled, CreativeWP Ltd retains full rights to Intellectual Property and administrative access across any in-progress or completed projects.

3. What Happens Next – Step-by-Step Process

Here’s a clear outline of the process that follows a completed separation request:

Step	Action	Timeframe
Separation Request Received	You submit the official request form via our website	Day 0
Verification & Review	We review your account status and confirm any outstanding payments	Within 2 business days
Financial Resolution	If applicable, we’ll notify you of unpaid invoices or Flexi-Pay obligations, which must be cleared before moving forward	Varies (process paused until resolved)
Acknowledgement & Statement of Likely Assets	Once verified, we send: • Written confirmation that the separation process has begun • A Statement of Likely Assets, outlining what you can expect in the final handover	Within 1 business day of Step 3
Transfer of IP Rights Document Issued	Legal transfer of IP ownership takes place, provided all obligations are met	Within 5 business days
Dissolution of Service Letter Issued	We confirm that CreativeWP Ltd no longer manages or represents the project	Issued alongside Step 5
Asset Handover	You’ll receive a secure OneDrive link or ZIP file containing the confirmed deliverables	Within 10 business days of Step 6

The OneDrive folder will remain accessible for 30 days following delivery. We recommend clients store all files locally as soon as possible.

4. What’s Included in the Asset Handover

The following items are typically included in the final handover, depending on your project scope:

• Full website backup (database + files) 
• /wp-content folders: themes, plugins, uploads 
• Custom theme and plugin code (if applicable) 
• Core WordPress files 
• Design source files (Figma, Sketch, Adobe XD, branding assets) 
• Premium plugin license keys and exported settings (where available) 
• API keys and webhook configurations (if transferable) 
• WordPress admin account (temporary credentials) 
• Hosting/cPanel login details 
• FTP/SFTP and database user credentials 
• Documentation, approved scopes, dev logs, and wireframes 
• SQL schema export and data structure diagrams 
• Media archive (original and optimised assets) 
• Font licenses (if applicable) 

You’ll receive a summary of these items in the Statement of Likely Assets, sent during Step 4 of the process.

5. Financial Questions & Account Queries

All queries regarding:

• Outstanding invoices 
• Flexi-Pay agreements 
• Credit notes or refunds 
• Financial documentation 

Must be sent directly to our accounts department at:
accounts@creativewp.co.uk

6. Handling Complex or Disputed Separations

We aim for all separations to be handled amicably. However, in rare cases where:

• The relationship ends suddenly, 
• Payments remain unresolved, 
• Or a breakdown in communication occurs, 

CreativeWP Ltd may take reasonable protective action to safeguard our investment and intellectual property. This may include:

• Restricting access to WordPress admin accounts 
• Changing admin email addresses to prevent unauthorised resets 
• Freezing access to project environments under our control 

These measures are temporary and intended only to protect assets until financial or contractual matters are resolved.

7. Resolving Disputes – Mediation or Legal Process

If mutual agreement cannot be reached, the following options may apply:

a) Mediation

A neutral third party can be engaged to help both sides reach agreement. This involves a 50/50 cost split between both parties.

b) Legal Resolution

In some cases, court involvement may be necessary. Clients using the small claims route typically represent themselves. CreativeWP Ltd will always seek legal counsel to ensure compliance and fairness.

8. Respectful Conduct & Reputation Protection

We kindly request that all communications remain respectful and professional throughout the process. Any behaviour that includes:

• Discrimination or harassment 
• Libellous or defamatory statements 
• Public attacks on CreativeWP or its personnel 

…will not be tolerated and may affect how the separation process is handled.

In exceptional cases, CreativeWP Ltd may issue a Non-Disparagement Agreement. This document is used to prevent public defamation or misleading commentary (such as false reviews, blogs, or social media posts). It does not restrict your right to express dissatisfaction or raise legitimate concerns, but it does protect all parties from undue harm and misrepresentation.

9. Our Rights to Showcase Work

Unless agreed otherwise in writing, CreativeWP Ltd retains the right to showcase completed work in our portfolio, case studies, or promotional materials. This applies only to the work itself—not to live site data, access, or usage rights post-separation.

10. Questions or Support

We’re committed to keeping the separation process clear, calm, and respectful for all parties involved.

For general queries or guidance, contact:
support@creativewp.co.uk

For billing or financial matters:
accounts@creativewp.co.uk