Fulfillment Policy
This policy explains how we deliver services, manage timelines, and set expectations for working together.
Scope of Services
Chewb & SPAKOi provides professional services, not physical goods. Our offerings include strategy, design, web development, marketing, SEO/AEO, and growth advisory work tailored to each client's specific needs.
Each project scope is defined through proposals, statements of work (SOWs), or other written agreements. These documents outline deliverables, timelines, milestones, and commercial terms specific to your engagement.
Onboarding and Discovery
Before work begins, we conduct a discovery phase to understand your business, goals, challenges, and requirements. This may include intake forms, discovery calls, competitive analysis, and strategic planning sessions.
Mutual alignment during onboarding is critical. Both parties must agree on scope, expectations, and success criteria before formal work commences. This ensures we deliver value and avoid misunderstandings.
Communication Expectations
Clear communication is essential for successful project delivery. Our preferred communication channels include email, project management tools, and scheduled calls or meetings as outlined in your agreement.
We aim to respond to client inquiries within 1-2 business days. For urgent matters, we request advance notice and will accommodate where possible based on team availability.
Clients are expected to provide timely responses to requests for feedback, approvals, or information. Delays in client communication may extend project timelines proportionally.
Project Timelines
Project timelines are estimates based on the agreed scope and assume timely client participation. Actual delivery dates depend on several factors:
- Promptness of client feedback and approvals
- Availability of required materials, content, or access from the client
- Complexity and clarity of project requirements
- Unforeseen technical challenges or third-party dependencies
- Changes to scope or priorities during the project
If delays occur due to client responsiveness or external factors, timelines will be adjusted accordingly. We will communicate proactively about any impacts to schedules.
Revisions and Scope Changes
Revisions are handled according to the terms outlined in each project agreement. Typically, a defined number of revision rounds are included within the base scope to refine deliverables based on feedback.
Revisions must be within the original scope of work. Changes that expand scope, add new features, or require significant additional work may be subject to additional fees and adjusted timelines.
We document scope changes in writing to ensure clarity and mutual agreement before proceeding. This protects both parties and maintains project integrity.
Fees and Payment Terms
Our fees reflect the time, expertise, and reserved capacity dedicated to your project. Pricing structures vary by engagement type and may include fixed-price projects, retainers, or milestone-based billing.
Payment schedules are defined in individual agreements. Common structures include upfront deposits, milestone payments, or monthly retainers.
As a baseline, payments are non-refundable once work has started. This policy accounts for the fact that professional services involve committed time and opportunity cost. Any exceptions must be explicitly stated in a written agreement.
Deliverable Handoff
Upon project completion and full payment, we deliver final assets, files, documentation, and access credentials as outlined in your agreement. Deliverable formats and handoff procedures are specified during onboarding.
Clients are responsible for maintaining, hosting, and updating deliverables after handoff unless ongoing support or maintenance is explicitly included in the agreement.
Dispute Resolution
If concerns or disputes arise during a project, we encourage good-faith communication to resolve issues collaboratively. Most disagreements can be addressed through open dialogue and mutual understanding.
If resolution cannot be reached, the legal framework outlined in our Terms of Service governs dispute handling, including governing law and jurisdiction provisions.
Suspension or Termination
We reserve the right to suspend or terminate services if:
- Payment terms are not met
- Clients fail to provide necessary cooperation or materials
- Behavior becomes abusive, disrespectful, or unworkable
- Clients request work that violates legal or ethical standards
In the event of termination, fees for work completed up to that point remain due and payable.
Contact Us
Questions about our fulfillment process or service delivery? Contact us at hello@chewbspakoi.com. We are here to ensure clear expectations and successful project outcomes.