Terms of Service

The Customer can request any Assets, Sprints or Services on the Rate Card. If the Customer wants something that is not on the Rate Card, Supermix will do its best to give the Customer a custom quote first. If the Parties do not agree a quote in writing through the Approved Channels before work starts, Supermix will treat the work as a Service and bill it at the Rate Card hourly rate for the kind of work involved.

A request is accepted when either:

• someone from the Customer's team asks for the work through an Approved Channel, such as Slack, email or Supermix Studio; or
• the work is part of the Customer's usual run of content, such as an upcoming episode from a recording the Customer has sent, produced the way its episodes usually are.

The Customer's spend controls can change when a request counts as accepted, and whose requests Supermix acts on.

Supermix only starts anything beyond the Customer's usual run of content, such as extra clips from past episodes, when the Customer asks for it. If Supermix cannot take on a request, or cannot do it in the usual timeline, it will tell the Customer through the Approved Channels.

Supermix does not quote every request up front, but will confirm the Rate Card price on request.

Spend controls let the Customer limit what Supermix starts and choose how Supermix keeps it informed about spending. Supermix follows the controls the Customer sets. The controls available, and exactly how each one works, are shown in Supermix Studio. Depending on what is available at the time, they may include things like approving prices before work starts, a heads-up when credits are running low, a limit on spending, or choosing who can request work. Until the Customer can change them in Supermix Studio, it can ask Supermix to change them through the Approved Channels.

Spend controls work on the expected price of work when it is accepted. If finished work comes in above its expected price, the difference is still charged, even if that takes the Customer past a limit it has set.

For any request, Supermix may ask the Customer to approve the price before work starts. If Supermix has sent a price and the Customer has not replied, Supermix may wait until the Customer approves, or go ahead and charge for the work. If Supermix waits, any timeline starts from the Customer's approval.

Supermix will try to:

• send the price before starting work that is significantly different from what the Customer usually orders; and
• let the Customer know when booked work will take its Balance below zero.

These are best efforts only. The Customer's Balance, including booked work, is always shown in Supermix Studio.

On a Subscription, Supermix plans its capacity around the Customer's Subscription, and will use reasonable efforts to accept and deliver requests beyond it on the Customer's usual timelines. Supermix is not required to take on more work in a Billing Month than twice that month's Credit Allowance, whether the work draws on carried-over Production Credits or Extra Usage. Where it cannot take on everything, Supermix will tell the Customer through the Approved Channels what it can take on and when.

Supermix delivers a deliverable by making it available to the Customer and notifying the Customer through the Approved Channels. A deliverable is signed off when it is published, or when five (5) business days pass from delivery without the Customer requesting changes through the Approved Channels. If the Customer requests changes, the same window runs again from redelivery. A request is complete when all of its deliverables are signed off.

Any turnaround time, delivery date or schedule that Supermix gives, whether in Supermix Studio, the order flow, the Approved Channels or anywhere else, is an estimate only. It is not a guarantee and is not a condition of the Agreement. Supermix will use reasonable efforts to meet its estimates and will tell the Customer through the Approved Channels if it expects a material delay.

Estimates depend on the Customer providing materials, feedback and approvals on time, and they may change if the scope changes, if the Customer causes a delay, or if work is suspended.

When a request is cancelled partway through, Supermix charges for the work done before cancellation, as set out in Cancelling a Request in the Agreement. The producer working on the request judges how much work was done, using the Rate Card's split of each deliverable by stage as the guide. For example, if the finishing edit had not started, that part is not charged.

The Rate Card covers only Supermix's own Assets, Sprints and Services. Outside costs, such as music or asset licensing, stock media, travel, and outside studio time, are not included unless the Rate Card says so. Supermix will pass these through at their actual cost, and will use its best efforts to quote them in advance through the Approved Channels and spend the money only after the Customer approves in writing. Where a single cost is under US$100 and waiting for approval would hold up the work, Supermix may incur it without prior approval, tell the Customer promptly through the Approved Channels, and bill it afterwards. Pass-through costs are drawn from the Balance at one Production Credit per US dollar.

"Auto-publishing" means Supermix's automated publishing of deliverables it has produced for the Customer to the Customer's connected accounts on the platforms listed for Auto-publishing in Supermix Studio. It is included in Supermix Producer. The platforms available can change over time.

Auto-publishing does only what each platform allows Supermix to do through its approved tools. If a platform changes or withdraws a feature, what Auto-publishing includes changes with it.

Auto-publishing is only for deliverables Supermix produces for the Customer in a Production. It is not available for content the Customer makes elsewhere or brings to Supermix to publish, such as the Customer's own finished clips or videos.

Supermix can only publish to accounts that are connected to Supermix in Supermix Studio. The Customer is responsible for keeping its accounts connected and for meeting any platform requirements, such as verifying a YouTube channel. Supermix is not responsible for platform outages, rejections, removals or account restrictions, or for how a post performs. Anything Auto-publishing cannot do, such as manual fixes or workarounds, is not included and is done only as a Service under Scope or an agreed extra to Supermix Producer.

Connected accounts

This applies to any account the Customer connects in Supermix Studio, whether for Auto-publishing or for analytics. By connecting an account, the Customer confirms it is authorised to grant that access for the account and the organisation it belongs to. Each platform's own terms and policies continue to apply, and the Customer is responsible for making sure what it publishes, or asks Supermix to publish, complies with them.

Supermix publishes to a connected account only with the Customer's authorisation. It stores the access tokens platforms issue encrypted, and uses them only to publish, to keep the connection working, and as described in the Privacy Policy. The Customer can disconnect an account at any time in Supermix Studio, or ask Supermix to disconnect it. Supermix then asks the platform to revoke its access where the platform allows it, and deletes its copy of the tokens. Content already published stays on the platform under the Customer's control. Supermix's Privacy Policy explains what Supermix receives from connected platforms and what it deletes when an account is disconnected. Some platforms have additional terms, such as Supermix's terms for connected Google accounts.

The Customer agrees to:

• Provide timely access to required information, materials, and approvals.
• Acknowledge that delays caused by the Customer may result in adjusted timelines or rescheduling.