Client Delay & Content Submission Policy

Why this policy exists

Our ability to complete work quickly depends on receiving the information, materials, credentials, feedback and approvals we need from our clients. This policy sets out what happens when a project is delayed by Client.

Effective date: [DATE].

Client responsibilities

Client agrees to provide requested project materials within a reasonable time. These may include:

• completed questionnaires
• branding and logo files
• photographs and video
• team information
• service and product descriptions
• pricing and contact information
• account credentials
• domain and DNS access
• Google, social platform and CRM access
• website copy and any required disclaimers
• approvals and revision feedback

Timelines start when work can actually begin

Any advertised project timeline starts once we have received the required payment, all information reasonably required to begin, the necessary system and account access, and confirmation that production can commence.

Automatic timeline extension

When a required item is outstanding, our delivery obligation is automatically suspended. The completion date is extended by at least the period of the delay, and may be extended further if we have to reschedule production resources.

Production queue

We schedule designers, developers, writers and marketers around active projects. If a client becomes unresponsive or does not supply required materials, we are not able to leave production capacity reserved indefinitely.

We may temporarily remove the project from active production and resume at the next reasonably available opening once the outstanding materials arrive.

Three business day response standard

Where practical, we ask clients to respond to material requests for information, revisions or approvals within three (3) business days. Not responding may pause the project.

Escalating delay stages

Delays are handled in stages, so expectations stay clear on both sides:

• More than 15 calendar days outstanding: the project may be placed on administrative hold, and will return to production according to availability at that time. The original estimated launch date no longer applies.
• More than 30 calendar days: the project may be classified as inactive. Client may request reactivation by submitting all outstanding materials, after which a new production timeline is set.
• More than 60 calendar days: the project may be administratively closed. Closure does not create a refund right for work performed, capacity reserved, costs incurred or non-refundable payments. If the parties later agree to restart, we may issue a revised schedule and, where substantial additional work is required, a new proposal.

Recurring services continue during delays

A delay does not automatically cancel recurring services. If Client has purchased hosting, maintenance, SEO, advertising management, software, AI services, support or marketing, that service and its billing continue until properly cancelled under the applicable agreement.

Recurring billing cannot be stopped by withholding materials, becoming unresponsive, or simply ceasing to use the service.

Delayed approvals

We are not responsible for delays caused by Client internal review procedures. This includes delays from multiple owners, management or corporate approval, franchise approval, legal or compliance review, manufacturer approval, or Client third-party vendors.

Changes submitted after approval

Once Client approves a design, page, creative direction, campaign or other deliverable, a later request to materially alter that approved work may constitute additional work.

No refund because of Client delay

A delay caused by Client is not a failure by us to perform. Except where otherwise required by law, Client is not entitled to a refund because Client did not send content, did not respond, did not provide access, did not approve work, changed direction, delayed launch, postponed the project, or otherwise prevented us from completing the work on the original schedule.