General Service And Product Delivery Terms

The following are general terms.

The binding terms applicable to your order will be set out in your signed service agreement and/or delivery contract.

Delivery Of Physical Products

• Processing and Delivery: Orders are generally processed within three working days and delivered within seven working days, subject to product availability, receipt of payment, and the terms of your delivery contract.
• Late Payments: If payment is not received in time and the product goes out of stock, your order will be placed on back-order and dispatched once the product becomes available again.
• Dispatch: All orders are dispatched via courier. Alternative delivery or collection arrangements may be made on request where feasible and as agreed in your delivery contract.
• Courier Delays: Delays caused by the courier service are not grounds for a return or refund. Once a product has left our premises, delivery timelines are managed by the courier. If a delivery is significantly delayed (more than 14 days beyond the estimated delivery date), please contact us and we will investigate and assist where possible.
• Proof of Delivery: Delivery is considered complete when any person at the specified delivery address signs for the package. Please ensure you or a trusted person is available at the designated address to receive your order.

Non-Refundable Scenarios:

1. Incorrect delivery addresses provided by the customer.
2. Orders confirmed as delivered by the courier.
3. Additional details contained in your specific delivery contract.

Delivery Of Web Services

• Processing and Delivery: Web service orders are processed within three working days, which includes an initial consultation and discussion period. Standard delivery is within ten working days thereafter, based on a rate of one page per five working days, or as otherwise specified in your service agreement.
• Payment Terms: Full payment is required before work commences, unless an alternative payment structure is agreed in your service agreement. The initial consultation period is included in this payment.
• Cancellation After Consultation: If you decide not to proceed after the consultation period but before work has begun, a cancellation fee may be retained to cover consultation time and resource allocation, with the balance refunded to you. The exact percentages and conditions are set out in your service agreement.
• Mid-Project Cancellation: If you cancel after work has commenced, you will be invoiced for all work completed to date at the agreed rate, plus any early termination fee specified in your service agreement. Any remaining balance will be refunded, and completed work will be delivered to you.

Consultation

Consultations form part of our service delivery process and allow us to understand your needs, define the scope of work, and provide accurate guidance before commencing a project.

• Consultation terms, including duration, fees, and whether the consultation is chargeable separately or included in your project payment, will be set out in your service agreement.
• Where full payment is required prior to a consultation, the consultation period is treated as part of the engagement, and cancellation terms will apply as detailed in your contract.
• Consultations may take place in person, telephonically, or via online meeting tools as agreed between both parties.

Assistance And Support With Relevant Tools

To ensure a smooth and collaborative experience, we may use a range of third-party tools during the course of your project.

Where you are unfamiliar with any of these tools, we are happy to provide reasonable guidance and support.

The extent of this support, and any associated fees, will be detailed in your service agreement.

The tools relevant to your engagement may include:

• Collaboration Tools: Platforms used to coordinate work, share files, and communicate throughout your project. We will guide you on the tools selected for your engagement.
• Writing Tools: Applications used for drafting, editing, formatting, and reviewing written content. For freelance writing engagements, the relevant tools will be agreed in advance.
• Versioning Tools: Version control platforms such as GitHub, GitLab, or Bitbucket, used to track changes, manage revisions, and maintain a clear history of work. For projects exceeding the page thresholds set out in your contract, the use of versioning tools may be required. Where you are unfamiliar with these tools or prefer not to use them, a manual collaboration fee may apply, as detailed in your service agreement.
• Meeting Tools: Online meeting and video conferencing platforms used for consultations, progress updates, and collaborative sessions. We will advise you on the platform to be used and assist you in getting set up where needed.