1. How services are delivered
We work with you by video call, email, screen-sharing and shared documents, and inside the platforms and accounts the work concerns. Deliverables — documents, configurations, live systems — are handed over in your accounts or as files.
2. After you order
- Confirmation: we confirm the scope in writing within 2 business days.
- Payment: if you did not pay at checkout, we send an invoice for bank transfer.
- Kickoff: we propose a kickoff date within 5 business days of confirmation and payment.
- Delivery: the work runs in milestones, each reviewed by you.
- Handover: documentation and credentials are handed over, followed by a 14-day aftercare window.
3. Timelines
Each package shows an indicative timeline in weeks from kickoff. It assumes you provide the access, information and approvals listed under “What we need from you”. If anything on our side changes a date, we tell you in writing with a new date.
4. Business hours and response targets
Our business hours are Monday to Friday, 09:00–17:30 UK time, excluding public holidays in England and Wales. Response targets in monthly plans are measured in business hours.
5. Access and credentials
We ask for the minimum access the work needs, through a method we agree with you — for example, an invitation to your account or a shared password-manager vault. We never ask for passwords by email, and we remove our access when the work ends.
6. Review and acceptance
You have 5 business days to review each milestone and tell us about anything that does not match the agreed scope. We correct it at no extra cost. A milestone you do not comment on within that period is treated as accepted.
7. Where we work
We work with businesses in the United Kingdom and across Europe. Clients in other countries can ask us whether we can help.