Services Policy

Our engagement process is designed to establish clarity and alignment before any work begins.

Cancelling Before Work Begins

If you cancel before the kickoff meeting and no work has been started, you are eligible for a 100% refund of your deposit. The request must be submitted in writing.

We provide honest, realistic timelines. Our estimates are conservative by design — we under-promise and over-deliver. All timelines include buffer for contingencies.

Indicative Timelines

Delays Caused by Client

• ◆Late information submission: timeline extends by the delay period
• ◆Slow feedback or approvals: timeline extends by the review time taken
• ◆No communication for 7 or more days: timeline extends by that duration
• ◆Change requests or scope changes: timeline extends accordingly

Delays Caused by Agency

We provide 48-hour advance notice of any delays, an updated timeline, a clear explanation of the cause, and a mitigation plan. Delays due to unavoidable force majeure extend the timeline at no additional cost.

Missed Deadlines

If we miss a deadline for reasons within our control, we will notify you before the deadline, explain the cause, provide a new target date, prioritize the project to recover, and may consider a service credit.

Revisions are unlimited changes that bring deliverables in line with original project specifications. Change requests are modifications that go beyond the original scope and are billed separately.

Change Request Pricing

• ◆Design changes: $200 to $500 per new concept
• ◆Development work: $100 to $250 per hour
• ◆Advertising changes: $50 to $150 per hour
• ◆General hourly work: $75 to $150 per hour

Feedback Guidelines

Clear, specific feedback helps us revise faster and more accurately. Providing exact measurements, hex codes, and reference examples always leads to better results than subjective or vague directions.

Communication Channels

• ◆Email: formal communications, approvals, and documentation
• ◆Slack or Discord: quick questions and daily updates (if set up for your project)
• ◆Zoom or Teams: scheduled meetings and reviews
• ◆Phone: urgent matters only during business hours

Business Hours

Monday to Friday, 10:00 AM to 6:00 PM GMT+5. Target response time is 24 hours during business days. Emergency support is available by phone for critical issues.

Reporting Cadence

Our Baseline Quality Commitment

Quality Issue Resolution

Report issues within 7 days of delivery. We investigate, provide a fix timeline, resolve at no additional charge, re-test, and re-deliver. Post-launch bug support is included for 30 days on all web projects.

Rush services are available subject to team capacity. We never sacrifice quality for speed. Full deposit is required upfront for all rush projects.

Rush Services Not Available For

• ◆Strategic consulting and market research (requires adequate time)
• ◆Blockchain smart contracts (require thorough security testing)
• ◆Complex custom development with hard technical dependencies
• ◆SEO optimization (results require months regardless of speed)

Team Assignment

Every project receives a dedicated project manager and specific assigned team members for consistency throughout the engagement.

Large Project Team Structure

• ◆Project Manager: overall coordination and client communication
• ◆Technical Lead: architecture decisions and quality assurance
• ◆Designer(s): UI, UX, and graphic design work
• ◆Developer(s): full-stack development and implementation
• ◆QA Specialist: testing and quality validation
• ◆Copywriter: if content creation is included in scope

Team Member Changes

If a team member becomes unavailable, a replacement with equivalent experience is immediately assigned with full knowledge transfer. You will be notified of any changes and there will be no impact to timeline or quality.

Realistic Timeline for Seeing Results

• ◆Ad campaigns: 2 to 4 weeks to find winning creatives and optimize performance
• ◆SEO: 3 to 6 months for meaningful ranking improvement; competitive terms take 6 to 12 months or more
• ◆Website conversions: true performance visible after 60 to 90 days with consistent traffic

Underperformance Response

If performance lags behind expectations, we provide free optimization and strategy revision, additional A/B testing, root cause analysis, and budget and strategy recommendations — all at no additional cost.

Services are based on explicitly agreed deliverables. Any features, pages, integrations, or services not mentioned in the original agreement are out of scope and require a written change order before work begins.

Additional Work Rates

• ◆Hourly work: $75 to $150 per hour depending on complexity
• ◆Project-based additions: as quoted in change order
• ◆Package additions: as per applicable pricing tier

Issue Severity and Response Times

Escalation Path

Dispute Resolution Path

Good faith negotiation (15 days) then mediation then binding arbitration as per the Terms and Conditions. The prevailing party may recover reasonable legal fees.

Cancellation by Client

• ◆Monthly subscriptions: 30 days written notice, services run until end of billing cycle
• ◆Project-based: cancellable anytime, charged for work completed to date
• ◆Retainer services: 30 days notice or as specified in the service agreement

Early Termination Fees — Client-Initiated Without Cause

• ◆Within 3 months: one month of remaining fees
• ◆Within 6 months: two weeks of remaining fees
• ◆After 6 months: no early termination fees apply
• ◆No fees if the Agency breaches the agreement or for force majeure events

Temporary Suspension

Suspensions of 1 to 3 months: no fees during the suspended period, services resume with notice, original timeline may be affected. Suspensions beyond 3 months: monthly retainer continues to reserve team capacity, or transitions to month-to-month billing.

Transition Support on Cancellation

• ◆All deliverables and work product transferred to you
• ◆Full documentation and handoff materials provided
• ◆All account credentials and access transferred
• ◆One free hour of transition consultation included
• ◆Seven days of post-cancellation support

We are here to help at every stage of your project. Reach out through the most convenient channel.

Post-Project Support

All web projects include 30 days of post-launch support for bug fixes and minor issues. Extended support plans are available. Emergency support is accessible via the main phone line by asking for the on-call team member.