FAQ
About Relay Wing
1. What does the name 'Relay Wing' mean?
Our name is at the heart of our philosophy.
The 'Relay' represents our core function: to expertly take your brand's message and relay it to the world with professional precision and purpose.
The 'Wing' represents our role as your supportive wingman—the trusted partner who has your back and helps your brand soar online.
Together, they represent a partnership built on clear communication and dedicated support.
2. Where is Relay Wing based?
While we are proudly based in the United Kingdom, our mindset and our partnerships are global. We work with exciting brands from across the world, tailoring our strategies to diverse international audiences. Our UK location anchors our business, but our expertise is in helping you connect with your ideal customers, whether they are down the road or across the ocean.
3. Are you a large agency or a small team?
We are a dedicated, close-knit team of social media specialists, and we believe this is our greatest strength. It allows us to be agile and to provide a truly personal, human-to-human service. When you work with us, you're not just another account number; you're a valued partner, and you'll always have a direct line to the experts managing your account.
4. What kind of businesses do you typically work with?
We partner with ambitious businesses of all sizes from around the world who understand the importance of a professional social media presence but lack the time or in-house expertise to execute it flawlessly. Our clients are experts in their own fields who want a trusted partner to handle their online presence so they can focus on running their business..
About Our Services & Process
5. What kind of content do I need to provide?
You provide the core creative assets—your photos, videos, and draft ideas for captions. Our role is to manage, schedule, and, for our Premium & Elite clients, strategically optimise this content to ensure it performs at its best.
6. How do I share my content with you?
Upon starting, we will set up a private, easy-to-use Shared Content Hub for you (using a platform like Google Drive or Trello). You can simply upload all your content there, and we will handle it from that point onwards.
7. Do you create graphics or videos for me?
Our current packages are focused on managing and optimising the content that you, the expert on your business, create. We do not offer graphic design or video editing as a standard part of these packages.
8. What does "Hashtag & Caption Optimisation" involve? [Premium & Elite]
It means we take your draft caption and professionally refine it for clarity, impact, and a consistent brand voice. We then conduct thorough research to apply a strategic mix of hashtags designed to boost your post's visibility and attract the right audience.
9. Can I still post on my own accounts?
Absolutely! We actively encourage it. Spontaneous, in-the-moment posts like Instagram Stories or behind-the-scenes content are fantastic for building an authentic connection with your audience. We will work seamlessly alongside your own activity.
10. How do you decide when to post my content?
We use a combination of platform analytics and industry best practices to determine the optimal times your specific audience is most active. For Premium & Elite clients, this is all mapped out in your Content Calendar for review.
11. Which social media platforms do you manage?
We can manage all major platforms, including Instagram, Facebook, LinkedIn, X (formerly Twitter), Pinterest, and TikTok. The number of platforms we manage for you depends on your chosen package.
12. What if I want to run a last-minute promotion?
Just let us know. While we plan content in advance, we are flexible. We will always do our best to accommodate urgent or timely posts for you.
About Packages, Payments & Contracts
13. Which package is right for me?
If you need to save time and ensure consistent posting, Standard is a great start. If you want to strategically grow and make data-driven decisions, we highly recommend Premium. Elite is for established brands seeking a complete, white-glove strategic partnership. We can discuss this in detail on our discovery call.
14. Is there a long-term contract?
Our services operate on a flexible monthly subscription basis. We believe in earning your business every month. You can upgrade, downgrade, or cancel your package with reasonable notice as your business needs change.
15. How does billing work?
You will be invoiced for your first month upon signing our Service Agreement. Subsequently, you will be billed on a recurring monthly basis at the start of each service period.
16. Can I upgrade or downgrade my package later?
Yes, absolutely. We understand that business needs evolve. You can easily upgrade to a higher tier at any time, or downgrade your package with one month's notice.
About Results & Expectations
17. How long does it take to see results?
You will see immediate results in terms of professional consistency and the time you save. Meaningful organic growth in followers, engagement, and website clicks typically takes 3-6 months of dedicated, consistent effort. We focus on building sustainable, long-term success.
18. What kind of results can I expect?
Our goal is to deliver on your specific objectives. This could be increased brand awareness, higher engagement rates, growth in your target audience, more website traffic, or more inbound inquiries. For Premium & Elite clients, these results are tracked in your weekly, fornightly or monthly analytics report.
19. Do you guarantee a certain number of followers?
We do not guarantee specific numbers because we focus on real, organic growth. We do not use bots or fake followers. Our goal is to attract a high-quality, engaged audience that is genuinely interested in your brand, which is far more valuable than a large, disengaged follower count.
20. How will I know if what you're doing is working?
For Premium & Elite clients, your Content Performance Review is key. This detailed report shows you exactly how your accounts are performing against our goals, what content is resonating, and how your audience is growing.
About Security & Access
21. Do I have to give you my passwords?
No, never. We will never ask for your personal social media passwords. We use a secure, official process where you grant our management platform permission to access your accounts without ever sharing your private login details.
22. Is this process secure?
Yes, it is the industry best practice for security. It uses the social media platforms' own official authorisation systems. You retain full ownership and control, and can revoke our access at any time.
23. Who is my main point of contact?
You will have a primary point of contact within our agency for all communications. For our Elite clients, this is your Dedicated Account Manager who provides a single point of contact for all strategic and operational matters.
24. What happens if I have an urgent question?
You can reach your point of contact via email during our business hours (Monday - Friday, 9:00 AM - 5:00 PM). We aim to respond to all queries within one business day.
About Working Together & Logistics
25. Do your packages include paid social media advertising?
This is an important distinction. Our packages are expertly designed to build your brand's organic presence through strategic content, engagement, and community building. We focus on creating a sustainable, long-term asset for your business. Paid advertising campaigns (like Facebook or Instagram Ads) are a separate marketing discipline and are not included in these packages.
26. Realistically, how much of my time will this require each month?
Our goal is to give you back your time. Your primary time commitment will be during the initial onboarding phase. After that, your involvement is minimal. You will need to set aside time to upload your content to the Shared Hub and, for Premium & Elite clients, to review and approve your weekly, fornightly or monthly Content Calendar. We aim for this entire process to take you no more than a couple of hours per month.
27. What does the content approval process actually look like? [Premium & Elite]
It’s very straightforward. We will send you a link to your visual Content Calendar for the upcoming week, fornight or month. You will be able to see every optimised post, caption, and the date it's scheduled for. You can then either approve it with one click or leave specific comments on any posts you'd like us to revise. It's a simple, collaborative, and transparent process.
28. How do you get to know my brand's unique voice and industry?
This is the purpose of our Discovery Questionnaire during the onboarding phase. It's a deep dive that asks specific questions about your mission, values, tone of voice, and target audience. We combine your expert answers with our own research into your industry to ensure we represent your brand authentically and effectively from day one.
29. What happens if I want to cancel the service?
Our services are designed for your flexibility, operating on a pre-paid monthly basis with no long-term contracts. You are free to cancel your subscription at any time without any requirement for advance notice. As the service for each month is paid in advance, we do not offer pro-rata refunds for the current billing period. Your package will remain fully active, and your social media will continue to be professionally managed right up until the final day of your current paid monthly cycle.
About Service Boundaries & Responsibilities
30. Who is responsible for the factual accuracy and copyright of the content?
This is a great question about our partnership. Our responsibility is to manage, schedule, and (for Premium & Elite clients) strategically optimise the content you provide to us. As the business owner and expert in your field, you retain the final responsibility for the factual accuracy, legal compliance, and copyright of all content provided. This includes ensuring you have the rights to use any images, music, or videos. We see this as a collaboration where you bring the industry expertise, and we bring the social media expertise.
31. What happens if my social media account is hacked or suspended by the platform? We take security very seriously.
On Hacking: We are responsible for maintaining the security of our own professional management systems. Because we use the official, password-free methods to connect to your accounts, we never store your private login details. However, the overall security of your account itself—including using a strong password and enabling two-factor authentication—remains your responsibility. Should a breach occur on your end, we will provide support and guidance to help you resolve the issue with the platform.
On Suspension: We are diligent about managing your account in line with the terms of service of all social media platforms. However, the platforms' final decisions to suspend, limit reach, or ban accounts are entirely at their own discretion and are outside of our direct control. You are ultimately responsible for ensuring your business model and the core content you provide are compliant with all platform policies.
32. Do you guarantee sales or a specific number of new customers?
We cannot guarantee specific sales figures or business results. This is because social media is a powerful part of your marketing, but it works in conjunction with all other areas of your business, such as your pricing, website, product quality, and sales process.
Our guarantee is that we will professionally manage your accounts and apply our expertise to achieve your social media objectives—like increasing brand awareness, growing an engaged audience, and driving quality website traffic. These are the vital top-of-funnel activities that directly support and contribute to your sales goals.
For Clients in Regulated Industries
33. Do you have specific policies for clients in regulated industries like healthcare or finance?
Yes, absolutely. To ensure we operate with the utmost integrity, we have a dedicated policy for professionals and businesses in certain regulated fields.
This currently includes, but is not limited to:
Healthcare & Medicine
Financial Services
Legal Services
Therapy & Mental Health
For clients in these sectors, we exclusively offer our Standard Package.
34. Why do we have this policy?
Our reasons are grounded in a deep respect for the responsibilities these professions carry. We have two core principles for this policy:
Upholding Your Professional and Ethical Duties Beyond any advertising law, we understand you have a profound ethical duty to the public. Your social media presence must be handled with extreme care to avoid anything that could be construed as offering advice, making misleading claims, or compromising your professional integrity. Our policy ensures your expert voice remains pure and that you retain complete control over your sensitive messaging, free from any marketing influence that could blur those crucial ethical lines.
Adherence to Strict UK Advertising Law These industries are also governed by bodies like the ASA (Advertising Standards Authority) and FCA (Financial Conduct Authority). Their rules on what can be claimed about services, treatments, or financial returns are incredibly stringent. Our higher-tier optimisation and outreach services could risk crossing these complex legal boundaries.
This dual-focused policy is therefore designed to protect you, the professional, from both ethical compromise and significant legal risk.
Our Standard Package is the perfect solution for this. It allows you to have a polished and consistent social media presence by scheduling the exact content you create, ensuring your specialised messaging remains entirely within your expert and ethical control.
Getting Started
35. What is the process for getting started?
Our sign-up process is designed to be as simple and efficient as possible, allowing you to get started in your own time:
Express Your Interest: The first step is to let us know you'd like to proceed. You can do this by replying to
the email you received with this document or by getting in touch via our website.
Receive Your Digital Proposal: We will then send you a single, secure link to our online proposal. Here, you can officially select the package that's right for you.
Sign & Pay Securely: In the same online document, you will be able to review and electronically sign our Service Agreement and then securely pay your first month's invoice.
Onboarding Begins! Once that's complete, you're officially a client. We will immediately send you our detailed Discovery Questionnaire to kick off the process and get to know your brand.
The entire journey is designed to be straightforward and can be completed without the need for an initial video call, making it easy to fit into your busy schedule.
