Service Delivery Policy
How Nebs-Creative plans, reviews, delivers and hands over projects.
Last updated: 8 October 2026
This policy applies to projects where it is incorporated into the client agreement. The proposal, quotation or SOW defines the actual scope, deliverables, milestones, revision rounds and timeline for each engagement.
1. Typical delivery process
| Stage | What typically happens |
|---|---|
| Kick-off | Confirm scope, contacts, access, timeline, assumptions, required inputs and communication channels. The timeline starts when the required deposit clears and required kick-off inputs are received. |
| Discovery | Review the business, users, goals, competitors, requirements, existing materials and available analytics as included in scope. |
| UX / architecture | Sitemaps, user flows, information architecture, wireframes, functional requirements or comparable planning deliverables where included. |
| UI / product design | High-fidelity interfaces, prototypes, responsive states, design systems/components and iteration within included revision rounds. |
| Development | Frontend, backend, CMS, dashboard, mobile, API/integration or other implementation work only where included in the project document. |
| QA / UAT | Testing and correction within the agreed scope. Client acceptance testing may be required before production launch. |
| Handover / deployment | Final source files, approved deliverables, documentation, credentials or deployment tasks described in the project document, subject to payment and third-party requirements. |
| Post-handover | The current standard pack provides 14 days of free fixes unless the project document states otherwise. |
2. Working days and communications
The supplied policy defines the Dhaka studio working week as Sunday to Thursday, 10:00 to 20:00 Bangladesh time (GMT+6), excluding Bangladesh public holidays and notified closures. Project feedback deadlines are in calendar days. We aim to agree meeting times with reasonable overlap with the client’s working day.
3. Client contact and approvals
Each party should appoint a project contact. The client should provide one authorised decision-maker and consolidated feedback. Decisions discussed verbally should be confirmed in writing through the agreed project channel.
4. Revision rounds
The number of revision rounds is stated in the proposal/SOW. A round means one consolidated set of changes submitted by the client decision-maker for the relevant stage. Multiple disconnected messages may be grouped as one round. A revision refines work within the approved scope and direction; it does not create a new deliverable or new product direction.
5. Feedback deadlines and deemed approval
The current Delivery and Revision Policy asks clients to provide consolidated feedback within 5 calendar days of a delivery. Where no feedback or approval is received, the approval/reminder mechanism in the governing agreement applies; the current pack provides for assumed approval after the stated period following a reminder. Project-specific documents may change these periods.
6. Change Requests
A request may be treated as a Change Request if it adds or materially changes pages, screens, features, integrations, platforms, functionality, user flows, content volume, technical assumptions, an approved design direction or other agreed scope. We will identify the change and agree any fee/timeline impact before starting it.
7. Client delays
Project dates depend on timely approvals, content, data, licences, credentials and access. A client delay moves dependent dates and may require the project to be rescheduled around other committed work. If a project becomes inactive for an extended period, Nebs-Creative may pause or archive it in accordance with the governing agreement or agreed project procedure.
8. Third-party dependencies
Delivery may depend on app stores, hosting providers, APIs, plugins, payment services, domain/DNS providers, third-party approvals or external development teams. Nebs-Creative will use reasonable efforts within its agreed scope but cannot guarantee third-party review times, uptime or approvals.
9. Handover and final files
Final files and source materials included in scope are released after all invoices due for the relevant project are paid. Handover may include Figma files, design systems, code repositories, deployment packages, documentation, assets or credentials as identified in the project document. Third-party and open-source items remain subject to their own licences.
10. Acceptance and defect reporting
Clients should test deliverables promptly and report material defects with enough detail to reproduce the issue. A defect means a failure of the delivered work to materially conform to the agreed scope; it does not include a new feature, preference change, third-party failure or modification made after delivery by someone else.
11. Post-launch maintenance
Ongoing updates, hosting administration, security maintenance, monitoring, content updates, compatibility work and feature development are not included after handover unless the proposal/SOW or a separate maintenance/ongoing-services agreement expressly includes them.
Nebs IT Solutions Ltd, trading as Nebs-Creative
Company number 16128885 · Registered office: Suite A82, James Carter Road, Mildenhall, Bury St Edmunds, IP28 7DE, United Kingdom
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contact@nebs-creative.com