Service Delivery Policy

01Your Agreement comes first

Every engagement with Digital Discount Hub is defined by a signed proposal, statement of work or service agreement (the “Agreement”). Actual deadlines, deliverables, revision allowances and support terms are those in your Agreement. Where your Agreement is silent, the standard approach in this policy applies.

02Project onboarding

Once the Agreement is approved and the initial payment is received, we begin onboarding. This typically includes:

1. a kickoff conversation to confirm goals, audiences, priorities and success measures;
2. an onboarding checklist of the content, brand assets, information and account access we need;
3. agreement on communication channels, a primary contact on each side and how approvals will be given; and
4. a project schedule with milestones and the dates by which we need your input.

Typical response time to client messages: [To confirm: Typical response time to client messages on business days].

03Scope confirmation

Before production begins, we confirm the scope in writing: deliverables, platforms, quantities, integrations, assumptions and exclusions. If something you expected is missing, tell us at this stage. Additions after scope confirmation are handled as change requests under our Terms and Conditions.

04Estimated timelines

Timelines depend on the type and size of the project and are set in your Agreement. Dates in a proposal are estimates unless the Agreement expressly makes a date fixed. Estimates assume that feedback, content, access and payments arrive on the dates in the schedule.

We keep you informed of progress and tell you promptly if a milestone is at risk, along with the reason and a revised plan.

05Client content requirements

Unless your Agreement says we will create it, you are responsible for providing:

• text, product information, pricing, policies and other copy, in final approved form;
• logos, brand guidelines, photography and video, with the rights to use them;
• access to domains, hosting, advertising, analytics, social, CRM and other accounts; and
• information needed for regulatory or platform compliance in your industry.

Where content isn’t ready, we may use clearly marked placeholders so work can continue. Placeholders are replaced before launch.

06Approval milestones

Projects move through approval points, for example strategy, design direction, page designs, functionality, content and pre-launch review. At each one, we ask for your written approval or consolidated feedback. Feedback window: [To confirm: Time a client has to respond at an approval milestone].

An approval allows the next stage to begin. Changes to approved work afterwards may affect fees and timelines, and are handled as change requests.

07Revisions

Revision rounds included by default: [To confirm: Revision rounds included by default], unless your Agreement specifies otherwise. Revisions work best when feedback is consolidated from all decision-makers into one response for each round. Requests beyond the included rounds, or that change the approved direction, are quoted before we proceed.

08Deliverable handover

On completion and payment, we hand over the deliverables listed in your Agreement in suitable formats. Depending on the service, this may include:

• final design and brand files, with any brand guidelines;
• website or application access with administrator credentials;
• documentation for automations, chatbots and integrations, including how to update them;
• campaign structures, reports and ownership of advertising and analytics accounts created for you; and
• a list of third-party services, renewal dates and responsibilities.

09Domain and hosting responsibilities

We recommend that domains, hosting and other core accounts are registered in your name and billed to you, so you always control your online presence. If we register or manage them for you, we will transfer ownership on request after the related invoices are paid. Unless your Agreement includes managed hosting or maintenance, you are responsible after launch for keeping renewals, backups, software updates and hosting plans current.

10Source code delivery

Where your Agreement includes delivery of source code, we provide it on completion and payment. It is delivered as a repository or archive, with instructions to build and deploy it. Where an Agreement covers a platform build, such as a hosted website builder or e-commerce platform, the deliverable is the configured site in your account rather than separate source code. Our pre-existing tools and third-party components are licensed as described in our Terms and Conditions.

11Completion and acceptance

When final deliverables are ready, we notify you and invite a final review. Acceptance period: [To confirm: Acceptance review period after final delivery]. During this period, tell us about anything that does not conform to the agreed scope, and we will correct it.

A deliverable is accepted when you approve it, launch or start using it in your business, or the acceptance period ends without a report of non-conformity, whichever happens first.

12Support after delivery

Included support after delivery: [To confirm: Support period included after delivery]. This covers correcting defects in our work, not new features or content changes. Ongoing support, maintenance, optimization and new work are available through a support plan or a separate Agreement.

13Delays and dependency management

Projects depend on contributions from several parties. When delays occur:

• Delays on our side: we tell you promptly, explain the cause and share a revised schedule.
• Delays waiting on you: the timeline moves by at least the length of the delay. If a project is paused for an extended period, rescheduling may depend on our availability.
• Third-party delays (platform reviews, ad approvals, domain transfers, app store reviews, vendor outages): these are outside our control. We keep you informed and work around them where possible.

14Contact

Questions about this policy can be sent to us through any of the following:

• Our contact form
• Email: [To confirm: Email address for legal notices, refund and cancellation requests]
• By mail: Digital Discount Hub, 12895 Josey Ln, Farmers Branch, TX 75234, USA