Service Delivery Policy

Digital service delivery

Intact Web provides website and ecommerce design, development, improvement and migration services. These services are delivered digitally. We do not ship physical goods as part of these services, so physical shipping charges, courier tracking and parcel-return arrangements do not apply.

Commencement and schedule

Your written proposal or project agreement identifies the scope, deliverables, milestones and expected delivery schedule. Work starts according to the agreed commencement arrangements, including any required initial payment, access, content and approvals. We do not apply one universal delivery period to all projects.

Before commencement, we will identify the information and access needed from you. A timeline may need to change if the scope changes or a necessary dependency is delayed. We will communicate material changes and the revised expected schedule. A delay does not silently remove agreed obligations or applicable legal remedies.

How work is delivered

Depending on the accepted scope, delivery may take the form of a private preview link, a draft in your platform account, transferred files, implementation in your website or account, a migration handover, documentation or an agreed training session. We will explain the relevant delivery method in the project arrangement.

Preview and review milestones are distinct from final acceptance and launch. Publishing or launching work follows the approval process agreed with you. We do not treat simply sending a preview as permission to publish.

Review and corrections

Please review each delivery against the agreed requirements and provide consolidated feedback through the agreed project channel. The project agreement sets any review period and included revision allowance. We will address an identified failure to meet agreed requirements in accordance with the agreement and applicable law. New features and changes to approved requirements may require a revised estimate and schedule.

Client and third-party dependencies

Delivery can depend on your approvals, account permissions, content, licences and payments, as well as third-party platform access, domain changes or provider approvals. We will identify material dependencies and communicate their effect. Payment-gateway approval, search-engine indexing and third-party service availability are controlled by their respective providers and are not guaranteed by our delivery of a website.

Handover and support

Final handover follows the agreed scope and payment arrangements. It may include the custom deliverables, access guidance and documentation expressly included in the agreement. Third-party licences, subscriptions and renewal fees remain subject to their own terms.

Ongoing maintenance, hosting, training, monitoring and post-launch support are provided only where included in the accepted scope or a separate agreement. We will not imply that unlimited support is included in a one-time project fee.

Delivery concerns

If an expected delivery has not arrived or you cannot access it, contact us through our website's Contact page with your project reference and the issue. We will investigate the delivery status and discuss the appropriate next step. Cancellation and refund requests are handled under our Refund and Cancellation Policy, without restricting applicable legal rights.