Last updated: August 2026
These terms govern the purchase and delivery of all services offered by Gem Roberts, trading as Gem Roberts – Systems Strategist. By completing a purchase, you confirm that you have read, understood and agreed to these terms.
Where you are purchasing as a registered business or limited company, these are business-to-business terms and the Consumer Rights Act 2015 does not apply. Where you are purchasing as an individual or sole trader, you may have additional rights under the Consumer Rights Act 2015 and these terms are applied accordingly.
The following definitions apply throughout these terms:
“Agreement” means these terms and conditions together with any signed scope confirmation document and the relevant product or sales page in effect at the time of purchase.
“Client” means the individual or business entity purchasing services from Gem Roberts – Systems Strategist.
“Deliverable” means any written report, video walkthrough, recorded session, or other output produced and provided to the Client as part of the purchased service.
“Services” means the diagnostic, audit, strategy, build, or support services purchased by the Client as described on the relevant product or sales page at the time of purchase.
“Working Days” means Monday to Friday, excluding UK public holidays and any periods of planned closure notified on the website or by email in advance.
“We”, “Us”, “Our” refers to Gem Roberts, trading as Gem Roberts – Systems Strategist, a sole trader registered in England and Wales.
“You”, “Your” refers to the Client.
Gem Roberts offers systems strategy, diagnostic, audit and implementation services for online business owners. The specific scope, deliverables and pricing for each service are set out on the relevant product or page at the time of purchase.
Purchase constitutes acceptance of these terms. For high-value engagements, a scope confirmation document may be sent after payment via Tally, which is legally binding under the Electronic Communications Act 2000.
Standard products are purchased via Stripe through the relevant checkout page. For new clients, all price points are available via Stripe checkout. For returning clients, all invoiced work is settled by bank transfer. For any service priced at £650 or above, payment is by bank transfer only regardless of client history. Payment must be received before work commences.
General enquiries will be responded to within 72 hours on working days. UK time governs all response windows and working day calculations.
Clients are responsible for maintaining clear and timely communication throughout the duration of any service.
This includes:
Failure to communicate in a timely manner may affect delivery timelines and does not entitle the client to a refund or reschedule outside of the terms set out in this document.
During an active project, general email communication will be responded to within 24 hours on working days. Where clients communicate via messenger platforms such as Google Chat or Voxer, responses will be provided within a reasonable timeframe during active project period. Clients are equally expected to respond within a reasonable timeframe to keep the project on track.
Messages received outside of standard working hours will be responded to on the next working day. What constitutes an emergency requiring out-of-hours responses is at the sole discretion of Gem Roberts, Systems Strategist.
Where you elect to communicate via Voxer, you confirm that you have read and accepted Voxer’s own Privacy Policy, available at voxer.com/privacy. Gem Roberts – Systems Strategist accepts no responsibility for how Voxer handles personal data shared through that platform.
All services are delivered to the scope agreed at the time of purchase or set out in a signed scope confirmation document. Only what has been paid for is included. Any request for work outside the agreed scope will be quoted separately and will not commence without your written agreement to the additional cost.
Where a client has not disclosed all relevant information and fixing the presented problem causes or reveals another problem, Gem Roberts is not responsible for that additional issue. Scope is limited to what was disclosed at intake.
Where a problem presented at intake or during a session is identified as a platform-level issue, a known bug, or a limitation of the platform itself that cannot be resolved by configuration changes or user-level fixes, Gem Roberts will provide a clear written diagnosis of the issue and recommended next steps within 7 days of the session. This written diagnosis constitutes delivery of the service. No refund will be issued in these circumstances as the diagnostic work has been completed. Where possible, workarounds or alternative approaches will be suggested, but Gem Roberts cannot be held responsible for platform limitations, bugs, or issues that fall outside the scope of what can be resolved at user level.
Session bookings including Power Hours, Diagnostic Consultations, and Quick Tech Check Access Calls are non-transferable and are for the named purchaser only. The person who booked and paid must attend. No VA, PA, tech assistant or any other representative may attend in place of the named purchaser.
Additional attendees beyond the named purchaser are not permitted unless agreed in writing in advance. Where an additional attendee is approved, a fee of £97 applies and 15 minutes will be added to the session. Requests must be made and payment confirmed no later than 2 hours before the session start time via a dedicated payment link provided on request. Where payment has not been confirmed by that point, the additional attendee will not be able to join the session
If Gem Roberts arrives at a session and an unauthorised person is present in place of the named purchaser, the session is classed as a no-show. The session fee is forfeited with no refund and no reschedule.
If you arrive after the scheduled session time, the session time will proceed but will end at the originally scheduled finish time. No extension will be added to accommodate a late start.
If you have not joined the session within 10 minutes of the scheduled start time and no communication has been received via email at hello@gemroberts.co.uk or support@gemroberts.co.uk or instant message prior to or during that window, the session will be classed as a no-show. The session fee will be forefitted with no refund offered and no reschedule provided. Communication received after the 10-minute window has passed will not change this outcome.
Live sessions are recorded where consent is given at the start of the call. Recording will stop immediately if consent is not given or is withdrawn before the session ends.
Consent cannot be withdrawn after the session has ended. This is because session recording operates on a contractual basis rather than under GDPR consent, meaning the standard right to withdraw consent does not apply once the session is complete. All recordings are permanently and irrecoverably deleted after 21 days in line with our Data Retention Policy, at which point all data from the session is destroyed regardless of any request received before or after that point.
Recordings are shared with the client via a Google Drive link within one working day of the session. You do not need to have a Google account to be able to download your session recording.
The following timeline applies strictly:
Session recordings are for the named client’s personal reference only. You may share the recording internally with members of your own team who are directly involved in implementing any recommendations from the session. Recordings may not be published, shared publicly, redistributed or used as the basis for content, training material or advice distributed to third parties without prior written permission from Gem Roberts, Systems Strategist.
Services are delivered using the following platforms. For information on how each handles data, please refer to the Privacy Policy.
All written deliverables are shared via Google Drive. A Google account is not required to view files shared via a Google Drive link. If you have a specific objection to Google Drive, notify us before purchase and an alternative delivery method will be arranged.
Clients are responsible for ensuring that any login credentials, access details, or files shared during or in connection with a session or project are transferred accurately and securely. Gem Roberts, Systems Strategist accepts no responsibility for errors resulting from incorrectly shared credentials or access details.
Clients are responsible for ensuring that their own devices, software, and systems are kept up to date, free from viruses, malware, and any malicious code prior to and during any live session. Any documents, files, or materials sent to Gem Roberts, Systems Strategist must be free from viruses, malware, or malicious code.
Where a live session takes place involving remote access or screen sharing, and malware, a virus, or any malicious code is subsequently identified on the systems of Gem Roberts, Systems Strategist that can reasonably be attributed to that session, the client may be held liable for reasonable costs of remediation and any resulting loss. Gem Roberts, Systems Strategist reserves the right to seek reparations in such circumstances.
Files shared via Google Drive are subject to Google’s automatic virus scanning on upload. Where Google identifies a threat, the file will be flagged or blocked automatically. Gem Roberts, Systems Strategist follows reasonable security practices in the handling of all files and session recordings but does not accept liability for threats that bypass automated scanning processes.
Gem Roberts will not disclose, share, or use your business data, practices, or confidential information for any other purpose than delivering the service you have purchased. This obligation continues after the service is complete.
The methodology, report structure, templates and frameworks produced by Gem Roberts remain her intellectual property.
Upon full payment, you are granted a non-exclusive licence to use the specific deliverable for your own business purposes.
You may not redistribute, resell, or share deliverables with third parties without prior written permission.
Your business data and practices contained within any deliverable remain entirely your own property at all times.
All services deliver diagnosis, strategy and recommendations only. No guarantee is made of improved conversions, revenue, customer behaviour or any other business outcome. Please see Services Disclaimer and Income and Results Disclaimer for full terms.
Gem Roberts will not be in breach of these terms where a delay or failure to person results from circumstances beyond her reasonable control including illness, bereavement, platform outage, or critical infrastructure failure. In such circumstances, Gem Roberts will notify you as soon as reasonable practicable and proposed a revised timeline.
By default, any reference to your project, outcomes or results will be shared anonymously. No identifying information about you, your business, or your clients will ever be shared without your explicit written consent via a signed Testimonial and Project Win Release Form. Completion of that form is entirely voluntary.
Consent may be withdrawn at any time by emailing legal@gemroberts.co.uk. Material already published will be removed within 14 days to the best of our ability. We are not responsible for content already indexed by search engines or republished by third parties beyond our control.
Some testimonials or case studies may relate to services provided at a discounted or complementary rate. This will always be clearly disclosed on the relevant content.
You have the right to make a formal complaint about any aspect of our services. Complaints should be submitted to legal@gemroberts.co.uk. We will acknowledge your complaint within 30 days of receipt and respond fully without undue delay.
Services are available with the exception of the European Union and any territories, persons or entities subject to UK sanctions as listed on the UK Sanctions List (gov.uk/government/publications/the-uk-sanctions-list). We reserve the right to decline orders from any sanctioned territory without notice.
These terms are governed by the laws of England and Wales. Business users agree to the exclusive jurisdiction of the courts of England and Wales. Consumers may benefit from mandatory provisions of the law of their country of residence.
These terms may be updated from time to time. The version in effect at the time of your purchase applies to that purchase.
These terms, together with any signed scope confirmation document and the relevant product or sales page in effect at the time of purchase, constitute the entire agreement between you and Gem Roberts – Systems Strategist in relation to the services purchased. They supersede and replace any prior discussions, representations, proposals, or communications, whether written or verbal, including anything discussed in a discovery call, consultation, email, or direct message. Nothing said or written before purchase forms part of this agreement unless it is expressly incorporated into a signed scope confirmation document.
If any clause or part of a clause in these terms is found to be invalid, unlawful, or unenforceable by a court or other competent authority, that clause or part-clause will be deemed modified to the minimum extent necessary to make it enforceable. If modification is not possible, the relevant clause or part-clause will be deemed deleted. Any modification or deletion under this clause will not affect the validity and enforceability of the rest of these terms, which will continue in full force and effect.
No failure or delay by Gem Roberts in exercising any right or enforcing any term of this Agreement will be treated as a waiver of that right or term. A waiver of any breach of these terms will not be treated as a waiver of any subsequent breach of the same or any other term. Any discretionary concession made – including but not limited to goodwill rescheduling, extended response windows, or informal accommodations – does not create a precedent or modify these terms in any way.
If anything about your project needs to change after work has started – including scope, price, or timeline – that change is only confirmed once both parties have agreed to it in writing by email. Conversations on any other informal channel, including but not limited to Google Chat, do not change what was originally agreed. If something is agreed verbally during a session, follow it up in writing to confirm it. This protects both of us and keeps the agreement clear throughout the project.
Nothing in these terms excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability which cannot lawfully be limited or excluded.
Subject to the above, the total liability of Gem Roberts – Systems Strategist to the Client, whether in contract, tort, negligence, breach of statutory duty, or otherwise, arising in connection with the performance or contemplated performance of this Agreement, will not exceed the total fees paid by the Client for the specific service to which the claim relates.
Gem Roberts – Systems Strategist will not be liable for any indirect, consequential, or economic loss, loss of profit, loss of revenue, loss of data, or loss of anticipated savings, whether or not such loss was foreseeable or had been advised of in advance.
Where you are a consumer, your statutory rights are not affected by this clause.
