COMMUNICATION & SUPPORT POLICY

1. Communication Protocol

• 1.a. All official communication regarding the project shall take place through written channels, including but not limited to email, project management tools (such as Trello, Asana, or Notion), or designated messaging platforms (such as WhatsApp, Skype, or Slack).
• 1.b. Any verbal discussions must be followed up with a written summary to ensure clarity and documentation.
• 1.c. We will provide updates on project progress, and You are expected to respond promptly to queries, approvals, and feedback to ensure timely delivery.

2. Project Scope & Requirements

• 2.a. You must provide a clear and detailed project scope, task list, or specification before work commences. This shall include:
  • 2.a.1. A comprehensive description of expected functionalities.
  • 2.a.2. Design expectations, including wireframes, Figma files, or any references for UI/UX.
  • 2.a.3. Any animations or interactive elements must be explicitly stated and discussed beforehand.
  • 2.a.4. Any supporting documents such as images, videos, or technical specifications (if applicable).
• 2.b. Any missing or ambiguous requirements shall be clarified before development begins. Any additions or changes to the initial scope after project commencement shall be treated as a change request, subject to additional time and cost assessment.

3. Project Development & Testing

• 3.a. We shall be responsible for the development, testing, and quality assurance of all deliverables before presenting them to You for review.
• 3.b. If a project includes a design phase, either You shall provide the design, or We shall create the design based on agreed requirements.
• 3.c. Once the development is completed, We shall conduct internal testing to ensure the functionality aligns with the agreed-upon project scope before submission for Your review.
• 3.d. You shall review the delivered work and provide feedback, specifying any issues or concerns related to the agreed-upon scope. Feedback must be documented as per Section 4.a.

4. Issue Reporting & Resolution

• 4.a. All reported issues must be documented clearly in a structured task list format using a project management system or shared document.
• 4.b. We shall be responsible for fixing reported issues as per the originally agreed project scope. All fixes shall be documented and updated in the same reporting format.
• 4.c. Corrections and bug fixes shall only apply to features already developed and will not include new development, enhancements, or additional requirements beyond the initial agreement. Any issues raised should be linked to previously delivered functionalities as per Section 3.d.
• 4.d. Any new development, changes in scope, or additional features requested after delivery shall require a separate agreement, timeline, and cost assessment.

5. Post-Delivery Support

• 5.a. We shall provide post-delivery support for a period of seven (7) calendar days from the date of final project delivery.
• 5.b. In certain cases, an extended support period of up to one (1) month may be provided based on prior agreement.
• 5.c. The support period covers issue resolution, minor adjustments, and necessary fixes within the original project scope but does not include new features, additional development, or major modifications. Any support requests must be submitted in accordance with Section 4.a.
• 5.d. Any additional requests beyond the agreed support period or outside the initial project scope shall be treated as a new project or a separate service and may be subject to additional charges.

6. Client Review & Approval

• 6.a. After We have resolved reported issues, You shall review and confirm whether the fixes have been implemented correctly. The confirmation or further concerns should be provided in accordance with Section 4.a.
• 6.b. You must communicate any remaining issues within the support period as stated in Section 5.a. If no feedback is provided within this timeframe, the project shall be considered approved and finalized.

7. Project Completion

• 7.a. After We have delivered the project and the support period has passed, the project shall be considered completed.
• 7.b. Any further requirements, feature requests, or modifications requested after the completion of the project shall be treated as a separate assignment, subject to new terms, pricing, and timelines.

8. Refund Policy

• 8.a. Refunds shall only be considered in cases where We are unable to deliver the agreed-upon project scope due to reasons attributable to Us.
• 8.b. No refunds shall be issued for work already completed, approved, or delivered as per the agreed scope.
• 8.c. If a project is canceled by You after work has commenced, a partial refund may be considered based on the completed work and time invested, at Our discretion.
• 8.d. Refund requests must be formally submitted in writing with valid reasons, and We shall review them on a case-by-case basis.
• 8.e. Any disputes regarding refunds shall be resolved through mutual discussion, and if necessary, a third-party mediation service may be used.